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Terms of Use

Last updated: 29 May 2026

These terms apply when you use the Gollava app, our spots, or claim a sample. Read them — they're written in plain English, but they're binding. By creating an account, joining the newsletter, or claiming a sample you accept them.

1. Who runs Gollava

Gollava is operated by Philos Lab Ltd, a private company registered in England & Wales. Contact us at [email protected]. Privacy questions go to [email protected].

2. Who can use Gollava

  • You must be at least 18 years old.
  • You must live in the UK at a UK postcode (until we open other regions).
  • You must give true information when you sign up.
  • One person, one account. You cannot create accounts on behalf of others or operate multiple accounts to claim more than one sample of the same campaign.

3. Account & passkey

Accounts use a passkeybound to your device (Face ID / Touch ID / Windows Hello). You're responsible for the device the passkey lives on. If you lose access, contact us to recover it — we may require additional verification.

You may close your account at any time from your profile. See the Privacy Notice for what happens to your data on closure.

4. How sample claims work

  • You tap a brand on a Gollava spot, scan the QR with your phone, and complete a short survey. After that, a sample is dispensed at the spot.
  • One sample per campaign per person. If you try to claim again on the same campaign — including under a different account, on a different device, or with different details — the system will refuse and may suspend the linked accounts.
  • Samples are dispensed subject to stock at the spot and the campaign's daily allocation. We can't guarantee any specific sample will be available when you arrive.
  • The sample is free. You aren't buying anything. There's no commercial transaction.
  • You don't need to give us your card, your address, or any payment information to claim. We'll never ask.

5. What we can refuse or pause

Sample claims may be paused or refused if:

  • The spot is out of stock for that slot.
  • The brand has paused the campaign.
  • You've already claimed on this campaign.
  • Our abuse signals indicate the claim is automated, duplicate, or otherwise non-genuine. During Shadow Mode (Phases 0–1) we never block — we only log. From Phase 2 onward we may deny in real-time, and you can request a human review by emailing [email protected].
  • Continuing would violate UK law or the safety rules in section 6.

6. Safety & adverse reactions

Samples are real products and may include ingredients you're allergic to or sensitive to. Before using a sample:

  • Read the label and the ingredient list (we show the INCI in-app where available).
  • Patch-test cosmetic samples on a small area of skin first.
  • Check expiry / best-before dates on the sample packaging.
  • If you have known allergies, medical conditions, are pregnant or breastfeeding, talk to a clinician before trying a new product.

If you have an adverse reaction — irritation, rash, allergic response, or anything else unexpected:

  • Stop using the product immediately.
  • Seek medical advice if symptoms are serious.
  • Report it in-app or by emailing [email protected] within a reasonable time of the reaction. We'll notify the brand and, where the UK Cosmetics Regulation or other statute requires, the MHRA.

Philos Lab is the distributor of these samples on behalf of the brand. We don't manufacture them. Quality, formulation, and safety claims are the brand's responsibility under UK law.

7. What you can't do with samples

  • No resale. Samples are for personal use only. Reselling, repackaging, or distributing them commercially is prohibited and may breach UK consumer-protection and cosmetics-distribution laws.
  • No giving samples to anyone under 18.
  • No tampering with the spot, the sample packaging, or the QR system.
  • No automating claims, no proxies, no farms, no incentivising others to create accounts on your behalf.
  • No reverse-engineering the QR token, the abuse signals, or the dispense protocol.

8. Surveys, reviews & follow-ups

When you claim a sample, you agree to a short survey before dispense and to optional check-ins at Day 7, 30, and 60. Your answers help the brand understand what happened and improve future products. You can skip any follow-up. The follow-ups stop after 60 days.

Anything you write in surveys, follow-ups, or testimonials may be used by Philos Lab and the brand in de-identified, aggregate form. We will onlyattribute a named quote to you if you give explicit, separate consent at the time of the quote.

9. Newsletter & drop alerts

If you join the newsletter via the landing page or subscribe in-app, we'll email you about upcoming drops, new K-brand picks, and (occasionally) product news. Every email has a one-click unsubscribe. Unsubscribing keeps a suppression- list entry (hashed email) so we honour your choice across re-uploads.

10. Acceptable use of the app

You agree not to:

  • Use the app for any unlawful purpose, or in any way that disrupts service for others.
  • Attempt to circumvent authentication, abuse-detection, or rate-limit systems.
  • Scrape, copy, or reuse our content beyond personal, non-commercial use.
  • Upload or transmit malware, abusive content, or content that infringes anyone's rights.

We may suspend or close an account for breaches of this section, with notice where we reasonably can.

11. Our content, your content

All Gollava and Philos Lab branding, product imagery, copy, code, kiosk firmware, and aggregated insights are owned by Philos Lab or licensed to us. Brand product imagery and trademarks are owned by their respective brands and used under licence.

Anything you submit (survey answers, written feedback, photos) — you keep the rights to. You grant Philos Lab and the relevant brand a worldwide, royalty-free, non- exclusive licence to use, store, process, and display your submissions for the purposes of running the service, reporting back to the brand, and (in de-identified aggregate form) publishing category benchmarks. The licence ends when you delete your account — but de-identified aggregate insights derived before deletion remain with us indefinitely.

12. Service availability

We aim for high availability of the app and our spots, but they can go down for maintenance, hardware faults, network issues, or events outside our control. We don't promise the service will be uninterrupted or error-free. No refunds — samples are free.

13. Liability

Nothing in these terms limits liability that can't be limited under English law — including death or personal injury caused by negligence, fraud, or breach of your statutory consumer rights.

Subject to that, our total liability to you under or in connection with these terms is limited to £100. We aren't liable for indirect or consequential losses, lost data beyond reasonable backup, lost profits, or lost opportunity.

For product-safety claims against a specific sample, your statutory rights against the brand (as manufacturer and responsible person under the UK Cosmetics Regulation) are not affected by these terms.

14. Changes

We may update these terms. Material changes will be notified by in-app banner and (for active accounts) by email at least 14 days before they take effect. Continued use after the effective date constitutes acceptance. The footer of this page always links to the current version.

15. Closing your account / our service

You can close your account at any time from your profile. We may close your account if you breach these terms, if we suspect serious abuse, or if we wind down the service — in which case we'll give reasonable notice.

16. Governing law

These terms are governed by the laws of England & Wales. Disputes are subject to the exclusive jurisdiction of the courts of England & Wales, except that nothing here limits your right as a UK consumer to bring an action in your local courts.

17. Contact

General: [email protected]
Privacy: [email protected]
Safety / adverse reactions: [email protected]