Contact Us

Your personal skincare advisers will help you answer any questions and provide you useful advice so that you get the best out of your Proactiv products.

With Proactiv, you have access to a team of Skincare Advisors happy to answer your questions or concerns:

Phone: 1800805420

Email: Customercare@proactiv.co.uk

Opening times:

Monday to Friday 09:00-17:00

Terms & Conditions

Terms and Conditions

This Site is owned and operated by Proactiv Skin Health Limited. These terms and conditions include general terms and conditions for use of this Site, terms and conditions relating to the Services and terms and conditions relating to the sale and purchase of Products on the Site. Please read these terms and conditions carefully. Your use of the Site and Services and the purchase of any Products on this Site will be subject to these terms and conditions.

 

Please note that when you order your introductory set of Products, you agree that we may send you the same Products in the same quantities and on the same chargeable basis at the intervals indicated in your order (for example 30, 60 or 90 days) from the date of your first order. Special offers, such as discounts, buy one get one free, and free P&P, will apply to first shipment only. Any subsequent shipments subscribed to will be charged at the standard price. Please note that any free gifts or bonuses do not form part of a kit.

 

All products come with our 30 Day money back guarantee and you can cancel at any time by phoning on FREEPHONE UK 0808 161 8001

 

Important liability statement

The information available on or through this Site, and the Services supplied via or in connection with this Site do not constitute medical advice. While every reasonable effort has been made to ensure the quality and efficacy of the Products, they are for cosmetic purposes only and have not been approved by any medical or pharmaceutical licensing body. It is your responsibility to determine that the Products are suitable for you and it is not our responsibility to do so. If for any reason, your condition worsens or you are concerned about the reaction of your skin to the Products, you should seek advice from your doctor.

We try to make sure that all information contained on the Site (and provided by us to you as part of any Services or Products) is correct, but the information is of a general nature and not intended to comprise of all the information relating to the subject matters referred to by the Site and therefore, subject to the paragraph below, we do not accept any liability for any error or omission and exclude all liability for any action you may take or loss or injury you may suffer (direct or indirect including loss of pay, profit, opportunity or time, pain and suffering, any indirect, consequential or special loss, however arising) as a result of relying on any information on this Site.

We are not allowed to exclude or limit liability for death or personal injury caused by our negligence, or for fraud, for liability under Part 1 of the Consumer Protection Act 1987, or for any other liability which may not by applicable law be excluded or limited and we do not do so. Subject to that, our liability to you in respect of Services in each year is limited to the amount of charges for the Products payable by you to us in that year subject to a minimum of £100.

 

1.

Definitions

In these terms and conditions, the following definitions apply:

"Before and After Story" means any written testimonials you supply to us relating to the Products together with any photographs.

"Club" or “Plan" means the Clear Skin VIP Plan offering newsletters, information and promotions to members relating to the Products and Services and other Proactiv Skin Health products and services;

“Proactiv Skin Health” means Proactiv Skin Health Limited, whose registered office is at 3rd Floor 12 Gough Square London EC4A 3DW, and whose company number in the register maintained by the Companies House is 03307025 and registered VAT number is 690671316 and 'we', 'us', 'our' shall mean Proactiv Skin Health;

"Materials" defined in clause 2.2;

"Products" means any products offered for sale on the Site;

“Services” means any information and services ordered and/or provided by Proactiv Skin Health through or via the Site including, without limitation, all services offered as part of the Plan membership. For the avoidance of doubt, any electronic information supplied to you by Proactiv Skin Health will constitute part of the "Service" not a Product and cancellation rights will apply accordingly; and

“Site” means the web site at the URL www.proactiv.ie or WAP site or replacement site(s) from time to time.

2.

Use of this Site generally

2.1

You may use the Site for personal and lawful use and in accordance with these terms and you are not allowed to copy or use any material from the Site for any commercial purpose including for selling any goods or services.

2.2

The intellectual property rights in all materials on the Site and supplied as part of the Products or Services other than the Testimonials ("Materials") are owned by Proactiv Skin Health or its third party licensors. Except to the extent expressly set out in these terms and conditions, you are not allowed to make any copies of any part of any materials, or remove or change anything on the Site, include or create links to or from the Site without our written authority, or remove or change any copyright, trade mark or other intellectual property right notices contained in any Materials or copies or the Materials.

2.3

Should you submit a Before and After Story to us, you agree to grant us an exclusive, irrevocable, perpetual licence to use it worldwide on the Site and on any other Proactiv Skin Health website which sells or markets the Products and in our marketing materials and for any other business purposes.

2.4

You must not use the Site to post, upload or otherwise transmit material which is obscene or pornographic, threatening, menacing, racist, offensive, defamatory, infringing of any intellectual property or otherwise unlawful, to harass, stalk, threaten or otherwise violate the rights of others, to misrepresent your identity or status, to hack into this Site or any other related computer system, to make excessive traffic demands, deliver viruses or forward chain letters or similar materials that may reasonably be expected to inhibit other users from using and enjoying the Site or any other web site or damage or destroy the reputation of Proactiv Skin Health or any third party.

2.5

Proactiv Skin Health accepts no obligation to monitor the use of the Site. However, Proactiv Skin Health reserves the right to disclose any information as required by law and/or to remove, refuse to post or to edit any information or materials; to block your access and to take such other action as may be reasonably necessary to prevent any breach of these terms and conditions or any breach of applicable law or regulation. Proactiv Skin Health will also in its absolute discretion fully co-operate with law enforcement and other relevant authorities with respect to any investigation of suspected unlawful activity or violation of network security.

2.6

Proactiv Skin Health may change the format and content of the Site from time to time. You should refresh your browser each time you visit the Site to ensure that you download the most up to date version of the Site.

3.

Your personal information

3.1

Use of your personal information is governed by Proactiv Skin Health Privacy Policy, which forms part of these terms and conditions. In the event that Proactiv Skin Health undergoes reorganisation or is sold to a third party, you agree that any personal information Proactiv Skin Health holds about you may be transferred to that reorganised entity or third party and used in accordance with the Privacy Policy.

4.

Liability

4.1

You are referred to the important liability statement at the top of these terms and conditions. Subject to that statement you agree that your use of this Site and the Service is on an “as is” and “as available” basis. On that basis, except as expressly set out in these terms, Proactiv Skin Health does not enter into conditions, warranties or other terms in relation to the Site or the Services or any guaranteed or predicted result from using the Site, Services or Products.

4.2

The Site includes links to external sites and co-branded pages. Proactiv Skin Health has included links to these sites and co-branded pages to provide you with access to information and services that you may find useful or interesting. Proactiv Skin Health does not endorse the content of external sites and is not responsible for the content of these sites and pages or for anything provided by them.

4.3

Subject to the important liability statement, Proactiv Skin Health Limited is not liable for failure to comply with these terms and conditions due to any event beyond its reasonable control, including, without limitation, the input of incorrect information by you.

4.4

The Site or documents sent with a Product, or the packaging or labelling of a Product may contain instructions for use, warnings, contra-indications and other notices. You must read and follow these notices carefully and ensure others who use the Products do so. Subject to the important liability statement, we will not be legally responsible to you if any of these are not observed.

5.

Password

5.1

As part of the Services offered via this Site, you may be issued with an individual password which can be used to access the Plan areas of the Site and provide fast checkout. You will use the password only for such access and not for any other purpose. You must keep your password confidential at all times, and must not disclose the password or permit anyone else to use your password. Any breach of any of these terms by anyone to whom you disclose the password will be treated as if the breach had been committed by you, and will not relieve you of your obligations under these terms and conditions.

5.2

In the event of any failure or error in the operation of a password, you shall cease using the password, exit the Site immediately, and notify Proactiv Skin Health of such failure or error. Also, you must cease to use and delete the password from any of your records upon expiry or termination of your Plan membership for whatever reason.

5.3

Proactiv Skin Health reserves the right to change your password and user name at any time in its sole discretion and you agree to notify Proactiv Skin Health promptly of any changes to your registration details.

6.

Suspension and termination of Service

6.1

Proactiv Skin Health may suspend the operation of the Site for repair or maintenance work or in order to update or upgrade the contents or functionality of the Site from time to time. Access to or use of the Site or any Sites or pages linked to it will not necessarily be uninterrupted or error free.

6.2

Proactiv Skin Health may terminate the Service and cease to send you Products immediately in the event you breach any of these terms and conditions or if you are late in or do not pay any sums due to Proactiv Skin Health or any company in Proactiv Skin Health's group.

7.

Eligibility to purchase Products

7.1

Proactiv Skin Health does not sell Products to children under the age of 18 on this Site although it may sell Products suitable for children to adults. If you are under 18, you may use the non-member parts of the Site under adult supervision but you may not become a Plan member or purchase Products from the Site. By applying to be a Plan member or by ordering Products, you represent that you are 18 years of age or older.

7.2

In order to purchase Products, you must submit a valid Visa, Visa Electron, Mastercard, Delta or Switch credit or debit card. You warrant that the payment card you submit is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. Proactiv Skin Health is not responsible in the event that your payment card provider refuses to authorise payments.

8.

Ordering Products/ Accepted Means of Payment

8.1

IMPORTANT: When you order your introductory set of Products, you agree that we may send you the same Products in the same quantities at the intervals indicated in your order (for example 30, 60 or 90 days)from the date of your first order and that we may debit the credit card you submit for your first order for the same amount (including applicable sales tax and postage) on each subsequent dispatch of Products. Unless you notify us that you want to cancel these automatic repeat orders you will continue to be sent the same Products and your credit or debit card will be charged the price and relevant sales tax and postal charges at the intervals indicated in your order (for example 30, 60 or 90 days).

Special offers, such as discounts, buy one get one free, and free P&P, will apply to the first shipment only. Any subsequent shipments subscribed to will be charged at the standard price. Please note that any free gifts or bonuses do not form part of a kit.

8.2

You may cancel future automatic purchases at any time by calling our Customer Care Team on the UK: Freephone (from landlines) 0808 108 1592 (Monday to Friday 09:00-17:00). On receipt of your call, we will make every reasonable effort to cancel your automatic purchases before any further Products are dispatched to you. If, however, your cancellation is not processed by us in time to prevent a further dispatch of Products to you, you can cancel such Products when you receive them. Your cancellation rights in relation to dispatched Products are set out in clause 11.

8.3

It is your responsibility to inform us of any change of address or other relevant details such as payment card details.

8.4

Payments can be made by most major credit or debit cards or by PayPal. If you wish to pay by PayPal, please note that you will be unable to pay in instalments and you will be charged the full amount for any order placed on the website. Any subsequent shipments subscribed to will also be charged at the full amount.

8.5

In order to avoid interruptions in your service caused by rejected credit or debit card charges, we reserve the right to update your credit or debit card details (such as expiration dates) from your credit or debit card issuer. YOU UNDERSTAND AND AGREE THAT WE ARE ENTITLED TO OBTAIN SUCH UPDATED CARD DETAILS, STORE THEM AND USE THEM TO BILL CHARGES.

9.

Contract Formation

9.1

You may submit orders on this Site for Products but no contract will exist in relation to the Products until we have confirmed to you by email the particulars of your initial order, the value of your initial order and the initial Products you have purchased. Acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you when you are able to access the confirmatory email. This will be without prejudice to your right to cancel as outlined in these terms and conditions and to your statutory rights as a consumer. Proactiv Skin Health reserves the right to refuse orders for Products.

10.

Pricing, availability and dispatch information of Products

10.1

The information displayed on the Site as to pricing and availability is subject to change by Proactiv Skin Health. Payment for the Products will be made via the Site in accordance with the procedure explained on the Site.

10.2

While we aim to be accurate, any availability information or dispatch estimates on the Site in relation to Products are approximate. As we process your order, we will inform you by e-mail, telephone or SMS, if any Products you order turn out to be unavailable. Please allow up to 3 working days for delivery.

10.3

In spite of our best efforts, it is possible that a Product may be mispriced on the Site. We do, however, confirm prices as part of our dispatch procedures. Where a Product's actual price is lower than that stated on the Site, we will charge the lower amount and send you the Product. If, however, the actual price is higher than that stated on the Site, we will, at our discretion, either contact you for instructions before dispatch or cancel your order and notify you of such cancellation. Prices are inclusive of VAT so the price of a Product may change if you are ordering from outside the UK (see clause 10.4 below).

10.4

Products will be dispatched to your delivery address as soon as reasonably possible after acceptance of your order. Delivery charges and sales tax will be made in accordance with your location and you will be informed of the relevant charge on the Site before you confirm your order. Please note, any orders we accept which require delivery outside the EU will be delivered duty unpaid.

10.4

CHRISTMAS DELIVERY

The last order date for orders to be delivered before Christmas is December 16th. Any orders placed after 16/12/2019 may not be delivered before Christmas.

11.

Cancellation rights for dispatched Products

11.1

After we send you the email confirming the dispatch of your Products and you receive the Products, you will then have a 30 day period during which you have a right to return the Products and receive a full refund. Within the 30 day period, you may cancel your order even if you have used all or part of the Products provided you notify us by email at cancellations@proactiv.co.uk. Following such notice, contact Customer Service on FREEPHONE 0808 108 1592 (Monday to Friday 09:00-17:00) to confirm the return address details and receive a return authorisation number ("RAN") and please follow the instructions relating to returns in your delivery documentation. You must return the containers of the Products covered by the canceled order in the original packaging to us at: 

Proactiv Skin Health (Returns Department)
c/o Mosaic Fulfilment Solution 
York House
Wetherby Road 
York 
YO26 7NH

 

Products must be returned by registered post (or any other method requiring the recipient to sign on delivery) in their original undamaged packaging. You are responsible for the costs of returning the Products. If you do not return the Products within 30 days of your cancellation, you will be deemed to have accepted the Products, at which point a new purchase contract will be made and you will be charged for your order at the price set out on the Site.

It can take up to 7 days for us to receive your return, depending on which postal service you use. Refunds are usually processed on the day of receipt. Please allow a further week for the amount to show in your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer.

11.2

When returning Products on which you have received any promotional or other discounts the refund will only cover the price you paid. When returning Products on which you have received any promotional or other discounts the refund will only cover the price you paid.

12

Plan membership

12.1

When you order Kit Products you will be automatically enrolled in the Plan. Membership of the Plan will last until you cancel your order for the Kit Products. You may also enroll in the Plan via the Site if you do not order Products in which case you may cancel your membership by contacting us on cancellations@proactiv.co.uk. For more information about what we may send you through your Plan membership, please refer to our privacy policy.

12.2

Plan Benefits

i.     Plan members logged into their account are eligible for a 20% discount on additional products.

ii.     The 20% discount applies to individual products and does not apply to an introductory kit or regular Plan orders.

iii.     This discount cannot be used in conjunction with any other offers or promotions.

13

WEEE Regulations

13.1

Under the waste electrical and electronic equipment (WEEE) regulations producers must pay for the collection, treatment, and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.  Guthy-Renker UK Limited is hence obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us. Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled. When returning, please contact our customer service (0808 161 1771).

14

Warranties

14.1

Proactiv Skin Health warrants that the Services will be supplied with reasonable skill and care.

15

Statutory rights and refunds

15.1

THE RIGHTS OF CANCELLATION AND REFUND AND ANY LIMITATION EXPRESSED IN THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER.

15.2

Refunds in relation to Products may only be credited to the credit or debit card originally used to make the purchase. If we are unable to put the refund through on this card for any reason, we will try to contact you to discuss alternative arrangements.

16

General

16.1

Proactiv Skin Health may change these terms and conditions from time to time and will endeavor to notify you of any major changes by email or at the very least by posting a message on the Site. We reserve the right to cancel any Clear Skin Plan subscriptions at any time. By browsing the Site you are accepting that you are bound by the current terms and conditions. You should check these each time you revisit the Site. These terms and conditions form the entire understanding of the parties and supersede all previous agreements, understandings, and representations relating to the subject matter. If any provision of these terms and conditions is found to be unenforceable, this shall not affect the validity of any other provision. Proactiv Skin Health may delay enforcing its rights under these terms and conditions without losing them. You agree that Proactiv Skin Health may sub-contract the performance of any of its obligations or may assign these terms and conditions or any of its rights or obligations without giving you notice.

16.2

These terms and conditions shall be governed and interpreted in accordance with English law, and you consent to the non-exclusive jurisdiction of the English courts. These terms and conditions shall be governed and interpreted in accordance with English law, and you consent to the non-exclusive jurisdiction of the English courts.

16.3

If you have any inquiries or complaints (about the Service or someone else’s use of the Site) then please address them to Proactiv Customer Service Department, 3rd Floor, Mander House, Mander Centre, Wolverhampton, WV1 3NH  or email: customercare@proactiv.co.uk.

17

Competition

17.1

These are the terms and conditions (the “Terms and Conditions”) that govern the relationship between you, the entrant (“you”, “your(s)”) and Proactiv Skin Health Limited of 3rd Floor 12 Gough Square London EC4A 3DW (the “Promoter”, “we”, “our”, “us”).

17.2

GENERAL

i.     By participating in the Promotion, you agree to be bound by these Terms and Conditions and by our decisions, which are final in all matters relating to these Terms and Conditions, the Promotion, the draw and/or the results and no correspondence or discussion shall be entered into.

ii.     To the extent permitted by law we accept no responsibility for lost, late, misdirected, undeliverable or incomplete entries, whether due to system errors or failures, faulty transmissions or other telecommunications malfunctions, entries not received resulting from any hardware or software failures of any kind, lost or unavailable network connections, failed, incomplete or garbled computer or telephone transmissions, typographical or system errors and failures, faulty transmissions, technical malfunctions, or otherwise. 

iii.     Personal information collected from entrants will be used by us solely in connection with the Promotion and will not be disclosed to any third party except for the purpose of operating the Promotion and fulfilling the prize where applicable. The declared prize winners’ information will be shared by the independent observer with us, specifically the winners’ name, postal address, telephone number and/or e-mail address, only to the extent that this information is required to award the prize for this Promotion. 

iv. These Terms and Conditions shall be governed by and construed in accordance with English law and any dispute arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the English Courts.

 

  
 

 

  
Money Back Guarantee

30 Day Money Back, Risk-Free Guarantee

Money-back-guarantee

Your complete satisfaction is guaranteed:

Tick Try Proactiv Complete for 30 days
Tick If you are not happy, return the bottles to us... even if they are empty
Tick You will receive a full refund of the purchase price

 

Here is our Proactiv Complete Clear Skin promise to you:

We promise you a great opportunity to enjoy smooth, clear, healthy-looking skin. If you’re not absolutely delighted with any of our products, for any reason, simply return the bottles (even if they are empty) within 30 days of receipt for a complete refund of your purchase price. And, of course, you can cancel at any time, with no further obligation.

Privacy Policy

Effective: 22 May 2018

SCOPE OF THIS NOTICE

Please read this privacy notice (“Notice”) carefully to understand our policies and practices regarding your Personal Data and how we will treat it. This Notice applies to individuals who interact with Proactiv services as consumers (“you”). This Notice explains how your Personal Data are collected, used, and disclosed by Proactiv Skin Health Limited (“Proactiv”, “We”, Us”). It also tells you how you can access and update your Personal Data and make certain choices about how your Personal Data are used.

This Notice covers both our online and offline data collection activities, including Personal Data that We collect through our various channels such as websites, apps, third party social networks, Consumer Engagement Service, points of sale and events. Please note that We might aggregate personal data from different sources (website, offline event).  As part of this, We combine Personal Data that were originally collected by different Proactiv entities or Proactiv partners. Please see Section 9 for further information on how to object to this.

If you do not provide necessary Personal Data to us (We will indicate to you when this is the case, for example, by making this information clear in our registration forms), We may not be able to provide you with our goods and/or services. This Notice can change from time to time (see Section 11).

This Notice provides important information in the following areas:

1.      SOURCES OF PERSONAL DATA

2.      PERSONAL DATA THAT WE COLLECT ABOUT YOU AND HOW WE COLLECT IT

3.      PERSONAL DATA OF CHILDREN

4.      COOKIES/SIMILAR TECHNOLOGIES, LOG FILES AND WEB BEACONS

5.      USES MADE OF YOUR PERSONAL DATA

6.      DISCLOSURE OF YOUR PERSONAL DATA

7.       RETENTION OF PERSONAL DATA

8.       STORAGE AND/OR TRANSFER OF YOUR PERSONAL DATA

9.      ACCESS TO YOUR PERSONAL DATA

10.      YOUR CHOICES ABOUT HOW WE USE AND DISCLOSE YOUR PERSONAL DATA

11.    CHANGES TO OUR NOTICE

12.    DATA CONTROLLERS & CONTACT

1. SOURCES OF PERSONAL DATA

This Notice applies to Personal Data that We collect from or about you, through the methods described below (see Section 2), from the following sources:

Proactiv websites. Consumer-directed websites operated by or for Proactiv, including sites that We operate under our own domains/URLs and mini-sites that We run on third party social networks such as Facebook (“Websites”).

Proactiv mobile sites/apps. Consumer-directed mobile sites or applications operated by or for Proactiv, such as smartphone apps.

E-mail, text and other electronic messages. Interactions with electronic communications between you and Proactiv.

Proactiv CST. Communications with our Customer Service Team (“CST”).

Offline registration forms. Printed or digital registration and similar forms that We collect via, for example, postal mail, in-store demos, contests and other promotions, or events.

Advertising interactions. Interactions with our advertisements (e.g., if you interact with on one of our ads on a third party website, we may receive information about that interaction).

Data We create. In the course of our interactions with you, we may create Personal Data about you (e.g. records of your purchases from our websites).

Data from other sources. Third party social networks (e.g. such as Facebook, Google), market research (if feedback not provided on an anonymous basis), third party data aggregators, Proactiv promotional partners, public sources and data received when we acquire other companies.

2.    PERSONAL DATA THAT WE COLLECT ABOUT YOU AND HOW WE COLLECT IT

Depending on how you interact with Proactiv (online, offline, over the phone, etc.), We collect various types of information from you, as described below.

Personal contact information. This includes any information you provide to Us that would allow Us to contact you, such as your name, postal address, e-mail address, social network details, or phone number

Account login information. Any information that is required to give you access to your specific account profile. Examples include your login ID/email address, screen name, password in unrecoverable form, and/or security question and answer.

Demographic information & interests. Any information that describes your demographic or behavioural characteristics. Examples include your date of birth, age or age range, gender, geographic location (e.g. postcode/zip code), favourite products, hobbies and interests, and household or lifestyle information.

Information from computer/mobile device. Any information about the computer system or other technological device that you use to access one of our Websites or apps, such as the Internet protocol (IP) address used to connect your computer or device to the Internet, operating system type, and web browser type and version. If you access a Proactiv website or app via a mobile device such as a smartphone, the collected information will also include, where permitted, your phone’s unique device ID, advertising ID, geo-location, and other similar mobile device data.

Websites/communication usage information. As you navigate through and interact with our Websites or newsletters, We use automatic data collection technologies to collect certain information about your actions. This includes information such as which links you click on, which pages or content you view and for how long, and other similar information and statistics about your interactions, such as content response times, download errors and length of visits to certain pages. This information is captured using automated technologies such as cookies and web beacons, and is also collected through the use of third party tracking for analytics and advertising purposes (such as Double Click, Google Analytics, Google Tag Manager, Hotjar, Optimizely, CloudIQ, MentionMe). You will find more information about Cookies / Similar Technologies under Section 4 and in our Cookie Notice [www.proactiv.co.uk/cookies]. You have the right  to manage the use of such technologies, for further details please see Section 4.

Market research & consumer feedback. Any information that you voluntarily share with Us about your experience of using our products and services.

Consumer-generated content. Any content that you create and then share with Us on third party social networks or by uploading it to one of our Websites or apps, including the use of third party social network apps such as Facebook. Examples include photos, videos, personal stories, or other similar media or content. Where permitted, We collect and publish consumer-generated content in connection with a variety of activities, including contests and other promotions, website community features, consumer engagement, and third party social networking.

Third party social network information. Any information that you share publicly on a third party social network or information that is part of your profile on a third party social network (such as Facebook) and that you allow the third party social network to share with Us. Examples include your basic account information (e.g. name, email address, gender, birthday, current city, profile picture, user ID, list of friends, etc.) and any other additional information or activities that you permit the third party social network to share. We receive your third party social network profile information (or parts of it) every time you download or interact with a Proactiv web application on a third party social network such as Facebook, every time you use a social networking feature that is integrated within a Proactiv site (such as Facebook Connect) or every time you interact with Us through a third party social network. To learn more about how your information from a third party social network is obtained by Proactiv, or to opt-out of sharing such social network information, please visit the website of the relevant third party social network.

Payment and Financial information. Any information that We need in order to fulfil an order, or that you use to make a purchase, such as your debit or credit card details (cardholder name, card number, expiration date, etc.) or other forms of payment (if such are made available). In any case,  We or our payment processing provider(s) handle payment and financial information in a manner compliant with applicable laws, regulations and security standards such as PCI DSS.

Calls to Consumer Engagement Services. Communications with a CST can be recorded or listened into, in accordance with applicable laws, for local operational needs (e.g. for quality or training purposes). Payment card details are not recorded. Where required by law, you will be informed about such recording at the beginning of your call.

Sensitive Personal Data. We do not seek to collect or otherwise process sensitive personal data in the ordinary course of our business. Where it becomes necessary to process your sensitive personal data for any reason, we rely on your prior express consent for any processing which is voluntary (e.g. for marketing purposes). If we process your sensitive personal data for other purposes, we rely on the following legal bases: (i) detection and prevention of crime (including the prevention of fraud); and (ii) compliance with applicable law (e.g. to comply with our diversity reporting).

3. PERSONAL DATA OF CHILDREN

We do not knowingly solicit or collect personal data from children below the age of 13. If we discover that we have unintentionally collected personal data from a child below 13, we will remove that child’s personal data from our records promptly. However, Proactiv may collect personal data about children below the age of 13 years of age from the parent or guardian directly, and with that person’s explicit consent.

  4.  COOKIES/SIMILAR TECHNOLOGIES, LOG FILES AND WEB BEACONS

Cookies/Similar Technologies. Please see our Cookie Notice to learn how you can manage your cookie settings and for detailed information on the cookies We use and the purposes for which We use them.

Log Files. We collect information in the form of log files that record website activity and gather statistics about your browsing habits. These entries are generated automatically, and help Us to troubleshoot errors, improve performance and maintain the security of our Websites.

Web Beacons. Web beacons (also known as “web bugs” or tracking tags) are small strings of code that deliver a graphic image on a web page or in an email for the purpose of transferring data back to Us. The information collected via web beacons will include information such as IP address, as well as information about how you respond to an email campaign (e.g. at what time the email was opened, which links you click on in the email, etc.). We will use web beacons on our Websites or include them in e-mails that We send to you. We use web beacon information for a variety of purposes, including but not limited to, site traffic reporting, unique visitor counts, advertising, email auditing and reporting, and personalisation.

5.    USES MADE OF YOUR PERSONAL DATA

The following paragraphs describe the various purposes for which We collect and use your Personal Data, and the different types of Personal Data that are collected for each purpose. Please note that not all of the uses below will be relevant to every individual.

What We use your Personal Data for

Our reasons

Our legitimate interests

Consumer service. We use your Personal Data for consumer service purposes, including responding to your enquiries. This typically requires the use of certain personal contact information and information regarding the reason for your inquiry (e.g. order status, technical issue, product question/complaint, general question, etc.).
  • Fulfilling contractual obligations
  • Legal obligations
  • Our legitimate interests

 
  • Improving and developing new products and services
  • Being more efficient

 

Contests, marketing and other promotions.  We use your Personal Data to provide you with information about goods or services (e.g. marketing communications or campaigns or promotions) unless you opt out from these communications. This can be done via means such as email, ads, SMS, phone calls and postal mailings to the extent permitted by applicable laws. Some of our campaigns and promotions are run on third party websites and/or social networks. This use of your Personal Data is voluntary, which means that you can oppose (or withdraw your consent in certain countries) to the processing of your Personal Data for this purposes. For detailed information on how to modify your preferences about marketing communication, please see Sections 9 and 10 below. For more information about our contests and other promotions, please see the official rules or details posted with each contest/promotion.
  • With your consent (where required)
  • Fulfilling contractual obligations
  • Our legitimate interests
  • Working out which of our products and services may interest you and telling you about them
  • Defining types of consumers for new products or services
  

Third party social networks: We use your Personal Data when you interact with third party social networking features, such as “Like” functions, to serve you with advertisements and engage with you on third party social networks. You can learn more about how these features work, the profile data that We obtain about you, and find out how to opt out by reviewing the privacy notices of the relevant third party social networks.
  • With your consent (where required)
  • Our legitimate interests
  • Working out which of our products and services may interest you and telling you about them
  • Defining types of consumers for new products or services
  

Personalisation (offline and online). With your consent (where required), We use your Personal Data (i) to analyse your preferences and habits, (ii) to anticipate your needs based on our analysis of your profile, (iii) to improve and personalise your experience on our Websites and apps; (iv) to ensure that content from our Websites/apps is optimised for you and for your computer or device; (v) to provide you with targeted advertising and content, and (vi) to allow you to participate in interactive features, when you choose to do so. For example, We remember your login ID/email address or screen name so that you can quickly login the next time you visit our site or so that you can easily retrieve the items you previously placed in your shopping cart. Based on this type of information, and with your consent (where required), We also show you specific Proactiv content or promotions that are tailored to your interests. The use of your Personal Data is voluntary, which means that you can oppose the processing of your Personal Data for this purpose. For detailed information on how to opt-out please refer to Section 10 below.

 

Order fulfilment. We use your Personal Data to process and ship your orders, inform you about the status of your orders, correct addresses and conduct identity verification and other fraud detection activities. This involves the use of certain Personal Data and payment information.
  • Fulfilling contractual obligations
  • With your consent (where required)
  • Legal obligations
  • Our legitimate interests

 
  • Improving and developing new products and services
  • Being more efficient
  • Protect our systems, networks and staff
  • Compliance with legal obligations

 

Other general purposes (e.g. internal or market research, analytic, security). In accordance with applicable laws, We use your Personal Data for other general business purposes, such as maintaining your account, conducting internal or market research and measuring the effectiveness of advertising campaigns. We reserve the right, if you have Proactiv accounts, to reconcile those accounts into one single account. We also use your Personal Data for management and operation of our communications, IT and security systems.

 

Legal reasons or merger/acquisition. In the event that Proactiv or its assets are acquired by, or merged with, another company including through bankruptcy, we will share your Personal Data with any of our legal successors. We will also disclose your Personal Data to third parties (i) when required by applicable law; (ii) in response to legal proceedings; (iii) in response to a request from a competent law enforcement agency; (iv) to protect our rights, privacy, safety or property, or the public; or (v) to enforce the terms of any agreement or the terms of our Website.
  • Legal obligations
  • Our legitimate interests

 
  • Compliance with legal obligations
  • Protect our assets and staff

 

6. DISCLOSURE OF YOUR PERSONAL DATA

In addition to the Proactiv entities mentioned in the data controllers & contact section (see Section 12), We share your Personal Data with the following types of third party organisations:

Service providers. These are carefully selected external companies that We use to help Us run our business (e.g. order fulfilment, payment processing, fraud detection and identity verification, website operation, market research companies, media agencies, support services, CRC, promotions, website development, data selection analysts, data segmentation and ranking agencies, email marketing agencies and for prospect modelling etc.). We may share your name, address, email address and transaction history with these companies to help us to analyse our customer database and to identify potential new customers, and to target our marketing in a way that is most relevant for you. Service providers, and their selected staff, are only allowed to access and use your Personal Data on Our behalf for the specific tasks that they have been requested to carry out, based on our instructions, and are required to keep your Personal Data confidential and secure. Where required by applicable law, you can obtain a list of the providers processing your Personal Data (see Section 12 to contact Us).

Credit reporting agencies/debt collectors. To the extent permitted by applicable law, credit reporting agencies and debt collectors are external companies that We use to help Us to verify your creditworthiness (in particular for orders with invoice) or to collect outstanding invoices.

Third party companies using Personal Data for their own marketing purposes. Except in situations where you have given your consent, We do not license or sell your Personal Data to third party companies for their own marketing purposes. Their identity will be disclosed at the time your consent is sought.

Third party recipients using Personal Data for legal reasons or due to merger/acquisition. We will disclose your Personal Data to third parties for legal reasons or in the context of an acquisition or a merger (see Section 5 for details).

7. RETENTION OF YOUR PERSONAL DATA

Proactiv takes every reasonable step to ensure that your personal data are only processed for the minimum period necessary for the purposes set out in this Privacy Notice. The criteria for determining the retention period for your Personal Data are:

(a)       Proactiv will retain copies of your Personal Data in a form that allows for identification only for as long as:

(i)        We maintain an ongoing relationship with you (e.g. where you are included in our mailing list and have not unsubscribed)

(ii)       Your Personal Data are necessary in connection with the purposes set out in this Privacy Notice and we have a valid legal basis,

(b)       The duration of: (i) any applicable limitation period (i.e. any period during which a person could bring a legal claim against us), and (ii) an additional 2 months following the end of the applicable limitation period (so we are able to identify any personal data of a person who may bring a claim at the end of the applicable period),

(c)       In addition, if any relevant legal claims are brought, we may continue to process your Personal Data for such additional time necessary in connection with that claim.

During the periods noted in paragraphs b(i) and b(ii) above, we will restrict our processing of your Personal Data to storage or, and maintaining the security of, those data, except to the extent the data need to be reviewed in connection with any claim, or any obligation under applicable law.

Once the periods in paragraphs (a), (b) and (c) above, each to the extent applicable, have concluded, we will either (i) permanently delete or destroy the relevant Personal Data or (ii) anonymise the relevant Personal Data. 8.    DISCLOSURE, STORAGE AND/OR TRANSFER OF YOUR PERSONAL DATA

We use appropriate measures (described below) to keep your Personal Data confidential and secure. Please note, however, that these protections do not apply to information you choose to share in public areas such as third party social networks.

People who can access your Personal Data. Your Personal Data will be processed by our authorised staff or agents, on a need to know basis, depending on the specific purposes for which your Personal Data have been collected (e.g. our staff in charge of consumer care matters will have access to your consumer record).

Measures taken in operating environments. We store your Personal Data in operating environments that use reasonable security measures to prevent unauthorised access. We follow reasonable standards to protect Personal Data. The transmission of information via the Internet is, unfortunately, not completely secure and although We will do our best to protect your Personal Data, We cannot guarantee the security of the data during transmission through our Websites/apps.

Measures We expect you to take. It is important that you also play a role in keeping your Personal Data safe and secure. When signing up for an online account, please be sure to choose an account password that would be difficult for others to guess and never reveal your password to anyone else. You are responsible for keeping this password confidential and for any use of your account. If you use a shared or public computer, never choose to have your login ID/email address or password remembered and make sure to log out of your account every time you leave the computer. You should also make use of any privacy settings or controls We provide you in our Website/app.

Transfer of your Personal Data. Because of the international nature of our business, we may need to transfer your personal data within the Proactiv group, and to third parties as noted in Section 6 above, in connection with the purposes set out in this Privacy Notice. For this reason, we may transfer your personal data to other countries that may have different laws and data protection compliance requirements to those that apply in the country in which you are located.

9.    YOUR RIGHTS

Access to Personal Data. You have the right to access, review and request a physical or electronic copy of information held about you. You also have the right to request information on the source of your Personal Data.

These rights can be exercised by sending Us an e-mail eudataprotection@proactiv.com or writing to us at 3rd Floor 12 Gough Square London EC4A 3DW, UK, attaching a copy of your ID or equivalent details (where requested by Us and permitted by law). If the request is submitted by a person other than you, without providing evidence that the request is legitimately made on your behalf, the request will be rejected. Please note that any identification information provided to Us will only be processed in accordance with, and to the extent permitted by applicable laws.

Additional rights (e.g. modification, deletion of Personal Data). Where provided by law, you can (i) request deletion, the portability, correction or revision of your Personal Data; (ii) limit the use and disclosure of your Personal Data; and (iii) revoke consent to any of our data processing activities.

Subject to applicable law, you may also have the following additional rights regarding the use of your Relevant Personal Data:

  • the right to object, on grounds relating to your particular situation, to the use of your Relevant Personal Data by us, or on our behalf; and
  • the right to object to the Processing of your Relevant Personal Data by us, or on our behalf, for direct marketing purposes.

Please note that, in certain circumstances, We will not be able to delete your Personal Data without also deleting your user account. We may be required to retain some of your Personal Data after you have requested deletion, to satisfy our legal or contractual obligations. We may also be permitted by applicable laws to retain some of your Personal Data to satisfy our business needs.

Where available, our Websites have a dedicated feature through which you can review and edit the Personal Data that you have provided. Please note that We require our registered consumers to verify their identity (e.g. login ID/email address, password) before they can access or make changes to their account information. This helps prevent unauthorised access to your account.

We hope that We can satisfy queries you may have about the way we process your Personal Data. However, if you have unresolved concerns you also have the right to complain to competent data protection authorities.

10.    YOUR CHOICES ABOUT HOW WE USE AND DISCLOSE YOUR PERSONAL DATA

We strive to provide you with choices regarding the Personal Data that you provide to Us. The following mechanisms give you the following control over your Personal Data:

Cookies/Similar Technologies. You manage your consent via (i) our consent management solution or (ii) your browser so as to refuse all or some cookies/similar technologies, or to alert you when they are being used. Please see Section 4 above.

Advertising, marketing and promotions. You can consent for your Personal Data to be used by Proactiv to promote its products or services through tick-box(es) located on the registration forms or by answering the question(s) presented by our CST representatives. If you decide that you no longer wish to receive such communications, you can subsequently unsubscribe from receiving marketing-related communications at any time, by following the instructions provided in each such communication. To unsubscribe from marketing communications sent by any medium, including third party social networks, you can opt-out at any time by unsubscribing through links available in our communications,  emailing customercare@proactiv.co.uk or by calling our CST on UK: 0808 161 1771 (Freephone), Monday to Friday 09:00-17:00. Please note that, even if you opt-out from receiving marketing communications, you will still receive administrative communications from Us, such as order or other transaction confirmations, notifications about your account activities (e.g. account confirmations, password changes, etc.), and other important non marketing related announcements.

Personalization (offline and online): Where required by law, if you wish to have your Personal Data used by Proactiv to provide you with a personalized experience/targeted advertising & content, you can indicate so through the relevant tick-box(es) located on the registration form or by answering the question(s) presented by our CST representatives. If you decide that you no longer wish to benefit from this personalization, you can opt-out at any time by emailing customercare@proactiv.co.uk or by calling our CST on UK: 0808 161 1771 (Freephone), Monday to Friday 09:00-17:00.

Targeted Advertising. We partner with ad networks and other ad serving providers (“Advertising Providers”) that serve advertising on behalf of Us and other non-affiliated companies on the Internet.  Some of those advertisements are tailored to your interests based on information collected on Proactiv sites or on non-affiliated websites over time.  You can visit www.aboutads.info/choices to learn more about this type of advertising, as well as about how to opt-out of interest-based advertising practices from companies that participate in the Digital Advertising Alliance’s (“DAA”) self-regulatory program. Additionally, you can opt-out of this type of advertising in mobile applications from companies that participate in the DAA’s AppChoices app by downloading the app from the iOS or Android app store.  You can also stop the collection of precise location data from a mobile device by accessing your device location service settings.

11. CHANGES TO THIS NOTICE

If We change the way We handle your Personal Data, We will update this Notice. We reserve the right to make changes to our practices and this Notice at any time, please check back frequently to see any updates or changes to our Notice.

12. DATA CONTROLLERS & CONTACT

To ask questions or make comments on this Notice and our privacy practices or to make a complaint about our compliance with applicable privacy laws, please contact Us at: eudataprotection@proactiv.com or writing to us at 3rd Floor 12 Gough Square London EC4A 3DW, UK or call our CST on UK: 0808 161 1771 (Freephone), Monday to Friday 09:00-17:00

We will acknowledge and investigate any complaint about the way We manage Personal Data (including a complaint that We have breached your rights under applicable privacy laws).

 

Data controllers

Responsible for

Proactiv Skin Health Limited

3rd Floor 12 Gough Square London EC4A 3DW

All activities

 

In addition, all the following Proactiv entities

Proactiv Skin Health AB

All activities in Sweden, Norway, Denmark and Finland

Proactiv Skin Health GmbH

All activities in Germany and Austria
Cookie Policy
  • What are cookies?

Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

  • How and why do we use Cookies?

We use Cookies to improve the use and functionality of our website and to better understand how visitors use our websites and the tools and services offered on it. The storage of Cookies on your computer provides an easy and convenient way for us to personalize or enhance your experience on our website and to make your next visit more enjoyable. We do not use Cookies to collect personal information such as your name; however, we may link information contained in a Cookie to personal information collected from you by other means (e.g., general website registration).

  • What types of Cookies are used?

When you visit this website, the following types of Cookies are used. 

Necessary Cookies 
These are Cookies that are strictly necessary for the operation of a website. Without these cookies, this website won’t work properly. 

Functional Cookies 
These are Cookies which are set up to improve the functionality of the website. For example, Cookies that remember the content you previously viewed on this website or the email address and password you provided when registering during an earlier visit to this website. Cookies may also remember items you have previously placed in your basket while visiting our website. Using Functional Cookies therefore may allow us to deliver content tailored to your interest and save you the time of having to re-register or re-enter information when you revisit this website or try to access certain Clear Skin Plan member only sections. We also use cookies for website analytics or advertising means. 

Performance Cookies 
These cookies help us understand how visitors interact with our websites by providing information about the areas visited, the time spent on the website, and any issues encountered, such as error messages. This helps us to improve the performance of our websites. 

First Party Cookies 
These are Cookies which are set by this website and can only be read by this site. 

Third Party Cookies 
These are Cookies which are set by third parties we use for different services (for example, website analytics or advertising).

  • List of Cookies used on this Website

 

The following tables categorise and describe the various Cookies used on this website:

Necessary Cookies

 

Type

Purpose

Session ID

 

 

Proactiv web sites use specific Cookies, which are essential for it to work properly. One is a Cookie used to create a session ID for the user, so that the system itself can identify the user as a unique and individual user, distinct from anyone else looking at the website. This information is not used or stored outside Proactiv systems, and is held only temporarily while the user is accessing account pages and other pages, which require unique and secure access. Without this Cookie, such access could not remain secure, so it is very important.

 

Functional Cookies

 

Type

Purpose

Country

Used to propose the most relevant experience based on the country that the user lives in and wants to be delivered to when purchasing Proactiv products.  

Promotion

Used to recognise Proactiv Clear Skin Plan Members eligible to promotions and display information about their corresponding offers.

Login

Used to offer Clear Skin Plan Members the option to remember their credentials in order to avoid them retyping their  email address and password each time they access the Proactiv members’ section.

Shopping Bag

As part of our shopping bag abandonment email programme Proactiv and its shopping bag abandonment email partner use Cookies to store the total of the shopping bag, to recreate the contents of the shopping bag in the related abandonment email, and to refill the shopping bag with the products that were in the shopping bag at the time of abandonment.

 

 

Performance Cookies

 

Type

Purpose

Load balancer

This cookie allows us to split the load on our servers based on visitors’ use of our pages and applications. It improves the overall performance of our web site.

 

Third Party Cookies

 

Type

Purpose

Comment

All Response Media

These cookies are used by Proactiv’s media agency, All Response Media, to track when users visit Proactiv’s website and to monitor the performance of Proactiv’s digital advertising campaigns.

For more information about All Response Media’s Cookies, click here. 

Bing

These Cookies are used to understand how people engage with Proactiv’s digital advertising campaigns. They allow us to understand and evaluate clicks on our adverts so that we can improve the service you receive.

For more information about Bing Cookies, click here. 

Cloudflare

The Cloudflare cookie is used to override any security restrictions based on the IP address the visitor is coming from. For example, if the visitor is in a coffee shop where there are infected machines, but the visitor's machine is known trusted, then the cookie can override the security setting. It does not correspond to any user id in the web application, nor does the cookie store any personally identifiable information. 

For more information about Cloudflare Cookies, click here. 

Cloud-IQ

These Cookies enable Proactiv to track visitor behaviour across Proactiv website pages and to react in real-time to customer behaviour with service-led messaging, and to provide a shopping bag abandonment email programme.

For more information about Cloud-IQ cookies, click here. 

Dotmailer

These Cookies are used for tracking and identification purposes to enable the effective serving of emails from Proactiv.

For more information about Dotmailer Cookies, click here. 

Facebook

These cookies are used by Facebook to track visitors’ behaviour and actions within the Proactiv website.

For more information about Facebook Cookies, click here. 

Google Analytics

Google Analytics tracking uses cookies in order to provide insights on what users do when they visit Proactiv’s website. Cookies do not identify people, but rather they are defined themselves by a combination of a computer, a user account, and a browser. However, Google Analytics cookies do not collect personal data about Proactiv’s website visitors.  

For more information about Google Analytics Cookies, click here 

Google Adwords

These Cookies are used to create remarketing audiences based on user behaviour on the Proactiv website. Adverts may be served to re-engage visitors who are likely to convert to customers based on the visitor’s online behaviour across websites.

For more information about Google’s remarketing cookies, click here  

Google Doubleclick

These Cookies are used to understand how people engage with Proactiv’s digital advertising campaigns. They allow us to understand and evaluate clicks on our adverts so that we can improve the service you receive.

For more information about Doubleclick Cookies, click here  

Hotjar

Hotjar is an analytics and feedback tool that Proactiv uses to understand how our website is used and improve usability. Hotjar sets cookies to help us track behaviour across pages and to control visitor polls. The cookies carry no personally identifiable information.

For more information about Hotjar Cookies, click here. 

Mentionme

These Cookies are used to track order completions on Proactiv’s website which allow Proactiv to link a Referral Reward back to the customer.

For more information about Mentionme Cookies, click here. 

New Relic

Proactiv uses New Relic to ensure that our website is performing properly to give you the best user experience possible.  This cookie transmits data to New Relic’s collection server via the domain bam.nr-date.net to tell it whether the website is online or not.  This allows us to perform analysis on how well the website is performing

For more information about New Relic Cookies, click here. 

Optimizely

Optimizely tracking uses cookies in order to measure how selected users react to targeted changes to the Proactiv website’s content and functionality, in order to determine what variation is most efficacious in terms of converting users to customers.

For more information about Optimizely Cookies, click here. 

Twitter

These cookies are used by Twitter on Proactiv pages to track user sessions. 

For more information about Twitter Cookies, click here. 

Webgains

A Webgains cookie is used to track websites that are sending customers to Proactiv’s website from theirs so that we can reward them for the referral.

For more information about Webgains Cookies, click here.

Youtube videos

Proactiv uses web pages that contain embedded video content from YouTube. 

For more information about Youtube Cookies, click here. 

 

  • How can I control my cookie settings?

Most internet browsers are initially set up to automatically accept cookies. You can change the settings to block cookies or to alert you when cookies are being sent to your device. There are a number of ways to manage cookies. Follow the below guidelines to manage your cookies using your web browser. If you do so, please be aware that you may not be able to register on our website or use other features that require registration or the collection of information.

Internet Explorer
Click on the 'Tools' icon then select 'Internet Options'. Choose the 'Privacy' tab and move the slider to choose your settings. For more detailed privacy settings click on 'Advanced'.

Safari
Choose 'Preferences' from the Safari menu then select 'Security'. You’ll see your Cookie settings and can choose your settings.

Mozilla Firefox
Click on 'Menu’, 'Options', 'Privacy' and then 'Cookies'. You can then choose your settings.

Google Chrome
Click on the 'Tools' menu then select 'Options'. Choose the 'Under the Bonnet' tab and then the 'Privacy' section. Select 'Content settings' then the 'Cookie settings' tab and choose your settings.

Opting out of Flash Cookies
Flash Cookies are different from the other Cookies used on this website because of the amount of, type of, and how data is stored. Cookie management tools provided by your browser will not remove Flash Cookies. For information on controlling the use of Flash Cookies on your computer visit the Macromedia website here.

  • Legal Notice Update

We reserve the right to make any changes and corrections to this policy. Please refer to this page from time to time to review these and new additional information.