terms

Terms of sale

Who you are buying from

Index Fragrances Ltd, trading as index, company number 16553405, registered office 71-75 Shelton Street, London, United Kingdom, WC2H 9JQ. Contact us at hi@index.you.

What you are buying

A ticket to a pop-up buys you the experience: the conversation with the machine, and the bottle it dispenses for you at the end. A bottle bought afterwards is that same blend, made again to the recipe your memory produced.

Every blend is unique to the conversation that made it. We cannot promise to reproduce a scent exactly across batches, because natural materials vary, though the recipe stays the same.

Prices and payment

Prices are shown in pounds sterling and include VAT where it applies. We take payment through Stripe. Your card details go to Stripe directly and we never see or hold them. Your contract with us is formed when we confirm your order, not when you place it.

If a price is obviously wrong, we will tell you before taking payment and you can decide whether to go ahead.

Cancellation, and why it works differently here

For most things bought online you get 14 days to change your mind. That right does not apply to goods made to your specification or clearly personalised, under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your perfume is blended from what you told the machine, in proportions derived from your own conversation. It is made for you and nobody else can be sold it. So a bespoke bottle cannot be cancelled or returned because you changed your mind.

The two things we sell work slightly differently. A bottle you order from a blend you already have is made to your own specification, so that is true from the moment we confirm the order. A pop-up ticket can be cancelled up to 48 hours before the event, and the bottle blended for you at the event is made to your specification during it, so it cannot be returned afterwards because you changed your mind.

What you can still do:

• An unused pop-up ticket: cancel it up to 48 hours before the event and we will refund it in full.
• Anything faulty, damaged, or not as described: tell us and we will replace it or refund you. This is your right under the Consumer Rights Act 2015 and nothing here limits it.
• Something that never arrived: tell us and we will remake and resend it, or refund you.

Perfume is also a sealed cosmetic. Even where a return right applied, we could not accept back a bottle that has been opened, for hygiene reasons.

Delivery

A bottle bought at a pop-up is handed to you there and nothing needs posting. Anything ordered afterwards is blended and bottled for you after you order it, so it is made before it is sent rather than picked off a shelf.

We post within the United Kingdom and overseas. Because each bottle is made to order, we confirm the postage cost and the date you should expect it before we take payment, rather than showing you a shipping table that pretends every blend takes the same time. If we cannot meet a date we have given you, we will tell you and you can cancel for a full refund.

Two things worth knowing about sending perfume abroad. It is an alcohol based liquid, and some carriers and some countries restrict it, so occasionally a destination turns out to be one we cannot reach safely. And anything sent outside the UK may attract import duty or tax when it arrives, which is payable by you and is not something we can pay or predict.

The perfume itself

Our perfumes are high strength and alcohol based. The ingredients are listed on every bottle and on its page here. Perfume can irritate skin. If you have a known allergy, check the ingredients before use, and stop using it if you react.

You must be 18 or over to buy.

If something goes wrong

We are responsible for loss that we cause and that is a foreseeable result of our breaking this contract. We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to exclude. We are not liable for business losses.

If you are unhappy

Write to hi@index.you and tell us what went wrong. A person reads it. We would always rather fix something ourselves than have you fighting us, and we do not use an arbitration scheme, so nothing here stops you taking a complaint further if we cannot settle it between us.

Terms of use

Your account

You need an account to see your archive. Keep your password to yourself, and tell us if you think someone else has it. You must be 18 or over.

Your steel key and the QR on your bottle identify a memory, but they are not passwords. Anyone holding your bottle can see the code, and that is why opening a memory always requires signing in as you. A bottle given as a gift never carries access to your archive with it.

What you share, and what stays yours

Your memories are yours. Publishing one to the public archive gives us permission to display it there, in the parts you chose, for as long as you leave it published. That permission ends when you unshare it, though we cannot undo other people having already seen or copied it.

Only share a memory you are comfortable being read by anyone. If it names someone else, think about them before you tick the box.

The site itself, the brand, the orbs and the writing are ours. The formula behind your blend stays ours, though what it was made from is always yours to see.

Fair use

Please do not:

• publish anything unlawful, abusive, or about someone who has not agreed
• impersonate anyone, or claim someone else’s memory as yours
• scrape, copy, or republish the archive in bulk
• try to break, overload, or get around the security of any of this

We can unpublish something or suspend an account that does these. If it is not urgent, we will tell you why first.

Availability

We try to keep everything running but we do not promise it is always available. Pop-up dates and locations can change.

The law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts. Nothing here affects your statutory rights as a consumer.