Terms and Conditions

In-Home Consultation applies to a consultation that takes place in the Clients place of residence.
Online Consultation applies to a consultation that takes place by telephone or online video calls.
The Client refers to the infants’ parent or legal guardians.
The Gentle Carer refers to anyone other than the parent or legal guardian who cares for the infant(s).
The Consultant refers to the professional who offers advice.

IN-HOME CONSULTATIONS – Terms and Conditions

1. PAYMENT DETAILS

Payments are received by bank transfer and in pounds sterling only

Retainer Fee

The retainer fee is paid at the time of booking and secures the requested dates.

Full fee: Quick Response 2 hours, Baby Matters 0-2 years, Twin Matters 0-1 year and all special offers.
50% of fee: Blissful Sleep 6 months-2 years, Specialist Feed & Sleep 3- 12 months, Child Sleep 2-5 years, Newborn Daytime Advice 0-16 weeks, Twins Blissful Sleep 6 months-2 years, Newborn Twins 0-12 weeks.
75% of fee: Holistic Gentle Sleep 0-1 year, Milk Matters – Bottle Refusal, Potty Matters.

Estimated flight costs will figure on the retainer invoice for international bookings and adjusted on final invoice.

Travel expenses

The advertised rates are applicable for consultations that take place within a 10 miles radius of Harrow-on-the-Hill Station. For other areas, the Client is requested to state their postcode and check the additional cost with their Consultant

Final Payment

Final payment is due on the Consultant’s arrival at the Clients home and figures on the final invoice (excluding Quick Response, Baby Matters, Twin Matters, all special offers and consultations that take place outside the U.K.).

Final payment is as follows:

50% of fee: Newborn Daytime Advice, Blissful Sleep, Twins Blissful Sleep, Specialist Feed & Sleep, Child Sleep, Newborn Twins.
25% of fee: Holistic Gentle Sleep, Milk Matters, Potty Matters.

For overseas bookings, funds must reach the Consultants account 72 hours prior to flight departure time.

The Client is advised to notify the Consultant of payment by text message or email, on the day of the transfer.

The Consultant will send the Client a receipt of funds.

Once the consultation has started, should the Client request to book additional hours or day(s), the cost will become due for immediate payment. When funds have reached the Consultants account, the consultation dates are guaranteed, and the no refund policy applies. Until such time, all quoted dates remain open to all prospective clients.

International payment

All payments must be received by bank transfer and in pounds sterling only. Any fund receiving charges are at the expense of the payee. The Client will advise their bank at the time of transfer.

Late Payment

If payment is delayed beyond the agreed start date and time, the Consultant reserves the right to postpone the consultation until payment has been received. The Consultant will apply a daily surcharge of 5% of the outstanding amount

Non-payment

Unpaid fees will be referred to Baby Sleep Retreats legal advisors and a daily surcharge of 5% of the outstanding amount will be applied

2. THE CONSULTATION

Baby Sleep Retreat requests that the Client does not share any written summaries of the consultation with third parties. Any information provided by the Consultant throughout the booking period, whether it is written or verbal, is unique to the Clients infant.

Many essential checks will have been carried out before and during the in-home consultation to ensure the advice provided is adapted to the infant’s individual case. This attention to detail is important to verify that the infant has a behavioural sleep or feeding concern rather than a medically related sleep or feeding disorder.

The online video call:

The Client is kindly requested to complete and return, by e-mail, the infant historic form to the Consultant a minimum of 48 hours prior to the online video call. The Consultant requires time to study this carefully and failure to return this important document can delay the date and time of the call.

The Client is responsible for placing the online call to the Consultant at the agreed date and time by WhatsApp video call. Should the Client experience unforeseen circumstances within 2 hours of the agreed date and time of the call, the Client is kindly requested to advise the Consultant.

If the Client does not meet the call or advises the Consultant less than 2 hours prior to the agreed time of the call, rescheduling the call may not be possible. Where appropriate the Client will receive a short summary by e-mail.

The In-Home Consultation

The Baby Sleep Retreat Consultant follows the guidelines and advises regarding safe sleep practices as recommended by the Lullaby Trust: https://www.lullabytrust.org.uk/

Baby Sleep Retreat Consultants do not guarantee a ‘no cry’ sleep or feeding plan. When an infants established sleep or feeding habits are changed there is an adaptation period when the infant may protest. The Client is made aware that the infant should be allowed the necessary time to understand and adjust to any necessary changes.

The Consultants role is ultimately and solely to advise and offer support to the Client. The Client is respectfully requested not to expect the Consultant, in the Clients and/or the Gentle Carers absence from the home, to take on sole care of the infant for any length of time.

The Client will provide the Consultant with an efficiently working baby monitor which will be used at any time that the Consultant is requested not to be in the same bedroom as the Clients infant.

Baby Sleep Retreat Consultants do not stay awake all night but will respond to an infants cries as heard in the same room or on the baby monitor.

The success of the consultation(s) relies on numerous factors such as the Client giving a full and precise account of the infants history, personality, state of health, relational and dietary habits, sleep environment and the Client being consistent in following the advice given.

The Client is made aware that in the case of a sleep or a feeding consultation, it takes an average of 6 weeks to see more habitual patterns. This is variable depending on the Clients chosen sleep or feeding method and the extent of the infants previously learned sleep/feeding habits.

Consistency and continuity are key factors to a successful result.

Prior to booking or during the consultation period, if the Client is in any doubt about the health of their infant, the Client is advised to refer to their medical practitioner.

In order for the in-home consultation to take place, any existing medical condition relative to the infant will require a signed letter from the infants medical practitioner stating that the infant is well enough to follow a sleep/feed plan.

If the Client or the Clients infant becomes unwell at any point during the in-home consultation and is therefore not able to follow the advised sleep plan, Baby Sleep Retreat and the Consultant reserve the right to apply the no refund policy. However, at the Consultants discretion, she may offer to stay until the end date of the consultation to offer non-medical support to the Client.

During the consultation the Consultant will not offer medical advice to the Client or administer medication to the infant.

If, at any time during the in-home consultation, the client chooses not to continue the advised plan and, in effect, cancels the consultation, the Consultant is free to leave the Clients home and the no refund policy applies.

The Client and the Consultant agree to respect their respective privacy and be respectful to each other for the duration of the in-home consultation. During the in-home consultation, should the Consultant experience any physical or verbal abuse from the Client or household members, the consultation will be cancelled and the Consultant will immediately leave the Clients place of residence. This will be considered as a full cancellation and the no-refund policy applies.

The in-home consultation fee is calculated based on the Consultant being a working guest in the Clients home/place of residence. Baby Sleep Retreat respectfully requests that the Client provide food and appropriate accommodation for the full duration of the in-home consultation. Appropriate accomodation includes a bed or unfolding sofa and bedding.

For each 24 hour period of a in-home consultation the Consultant is required to take a 4 hour rest period within the Clients home. This rest period will be arranged at a mutually convenient time.

Milk Matters – bottle refusal only – For the consultation plan to be effective, Baby Sleep Retreat requests that the Client does not offer their baby a bottle for a minimum of 7 days, preferably longer, prior to the agreed in-home consultation date.

The consultation is designed solely for teaching the infant to drink milk from a bottle. For the infant’s well-being, the Consultant will concentrate on resolving the bottle refusal only. Other concerns such as sleep, will be addressed and advised at a later date.

Newborn Daytime Advice only – When the Client has booked this consultation in advance of the birth Baby Sleep Retreat respectfully requests that the Consultants contact details are added to their birth announcement list.

If the Client requests specific dates and The Consultant is not available (medical reasons or other) on the desired dates, the Client will be offered another Consultant or alternative dates. The Client will be required to provide written permission for the first Consultant to provide the second Consultant with any relevant information.

FOLLOW UP TEXT SUPPORT

Baby Sleep Retreat uses the What’s App feature for texting and calls due to its encrypted privacy feature.

The Whats App consultation group created by the Consultant is used for the sole purpose of communicating between the Client(s) and the Consultant regarding the infant.

Where a consultation package states that text support is included, the Client will receive responses to WhatsApp text requests between 08:30-20:30 (UK time) Monday – Sunday.

It is not always possible to respond immediately to WhatsApp texts. However, every effort will be made to respond within 24 hours.

Text support starts from the date and time the Consultant finishes the in-home consultation. Text support duration varies for each consultation package.

Any texts or questions sent by midday on the last date of the text support period will receive a response within 24 hours. Thereafter the Consultant will leave the Whats App group unless the Client has extended for an additional fee.

Should the Client choose to extend their text support for an additional week, this will be invoiced and funds must be received within the consultation period.

To avoid confusion between a Client simply giving an update on progress made and a question that requires a response, Baby Sleep Retreat respectfully asks that the Client types “QUES:” prior to asking for advice. Failure to do so may result in confusion for which the Consultant cannot be held responsible.

3. INTERNATIONAL CONSULTATIONS

In addition to the advertised consultation rate, the Client is responsible for the followings costs:
Flights
Visa (if applicable)
The set travel fees as listed below:

Consultants travel TIME fee from her home to the address of the consultation:

Inside Europe: £350 return
Middle East: £440 return
Far East: £560 return

Travel COST fee from the Consultants home address to the UK Airport:

London City, Luton and Heathrow Airports: £100 return
Gatwick and Stanstead: £168 return

The Client will advise of the nearest airport to the consultation address.

The Client is respectfully expected to arrange return transport for the Consultant, from the arrival airport to the Clients home/place of residence.

An estimated flight cost will figure on the invoice with the retainer fee and will be adjusted on final invoice.

International payment
Outstanding fees and expenses must be in the Consultants bank account at least 72 hours prior to the Consultants flight departure time.

All payments must be received by bank transfer and in pounds sterling only. Fund receiving charges are at the expense of the payee. The Client is kindly requested to advise their bank at the time of transfer.

Cancellation for consultations outside the United Kingdom

Should the Client cancel the consultation after the Consultant has boarded the flight, airline amendment fees for the change of return flight will be invoiced accordingly. The Consultant will provide a receipt for these additional costs on her return home

4. POSTPONEMENT POLICY

A one-off postponement is subject to the Consultants discretion and her availability.
Postponement is considered only if the Clients infant is unwell – we sincerely hope, for the infant’s sake, that this does not arise.

Baby Sleep Retreats Consultants are sympathetic that an infants’ illness (excluding teething) is a valid reason to postpone an in-home consultation. We also understand this is a delicate financial situation for both parties. When booking a Consultant there is a commitment on both sides; the Consultant has guaranteed her expertise, in most cases, for a considerable amount of working hours and even days and the Client has paid the retainer fee for those specific dates. Our postponement policy subsequently reflects these commitments.

The postponement fees are as follows:
10% of full fee: Quick Response, Baby Matters, Twin Matters
30% of full fee: Blissful Sleep, Twins Blissful Sleep, Milk Matters – Bottle Refusal,  Potty Matters, Child Sleep and all extended packages
40% of full fee: Specialist Feed & Sleep, Newborn Daytime Advice, Newborn Twins
50% of full fee: Holistic Gentle Sleep

Postponement is accepted only on receipt of:

An e-mail 24 hours prior to the booking start date and time, stating the revised, mutually agreed consultation dates

Full payment of the consultation as per the date figured on the original invoice.

The immediate and full payment of the postponement fee received on, or before, the date of the original consultation.

Travel amendment fees are at the Clients expense (pre-booked taxis, trains or flights)

The booking will be treated as a cancellation if the above conditions are not met.
Following the first confirmed postponement, no further postponement will be considered. The consultation will be cancelled, and the no-refund policy applies.

The Consultant will confirm the revised in-home consultation dates and send the Client a receipt.

Should the Consultant be taken ill or experience serious unforeseen circumstances and is unable to attend the consultation, the Client may choose one of the following options:
Transfer the consultation to another Consultant (subject to availability and the Clients written permission)
Or
Postpone the Consultation without incurring postponement fees

5. RESCHEDULED CONSULTATION

If the Client requests to change a confirmed consultation package in favour of a shorter consultation, the terms listed in the postponement policy apply.

If the Client requests to change the consultation for a more substantial package, no additional fees will be charged

6. CANCELLATION POLICY

Should the Client choose to cancel before the start date of the in-home consultation the no refund policy applies (clause 12)

Newborn Support – this is a preferential rate and therefore all payments are non-refundable

7. FORCE MAJEURE or ‘out of our control’

No Liability
The Consultant will not be liable for delays due to causes beyond her reasonable control such as, but not withstanding, adverse travel and transport conditions.

Best efforts to attend or communicate
In the event of non-attendance, whether in person or by other forms of communication, as a result of any cause beyond the Consultants reasonable control, including but notwithstanding travel, advice from Foreign and Common Wealth Office, Terrorism and Act of God. The Consultant shall nonetheless exercise her best efforts to attend or communicate with the Client.

8. LIMITATION OF LIABILITY

If the Client deliberately chooses not to follow safe sleeping recommendations as laid out by The Lullaby Trust, the Client acknowledges the risks involved in ignoring any or all of these recommendations. Baby Sleep Retreat and the Consultant are released from all liability that may occur.

The Client understands that any attempt on the Clients part to discredit Baby Sleep Retreat and/or the Consultants, on social media and any other media source will be deemed as defamatory.

In no event will the Consultant be liable for any problems, arising from any claim or action, incidental or directly or indirectly relating to advice, injury, medical or other consequences of any kind, to baby, child or adult, relating to any care or help or advice given by verbal, WhatsApp text or other digital communication, or in-home consultations or by any other method of communication. It is the responsibility of the person receiving such advice to decide whether to act upon or not and to do so at their own risk.

9. We reserve the right to modify these Terms and Conditions, or any part of them, at any time, so please review them frequently. Changes and clarifications will take effect immediately once posted on the website

10. If an in-home consultation is gifted to a third party, the third party will receive these Terms and Conditions prior to the consultation

11. The Client is also deemed to have accepted the Terms and Conditions when the Client accepts an invoice and these Terms and Conditions are the entire agreement between the Client and the Consultant.

12. Once the final invoice has been paid either in part or in full, the Client is not entitled to a refund.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales and the client hereto agrees to submit to the non-exclusive jurisdiction of the English Courts in relation to the resolution of any dispute that may arise out of or in connection with any of these Terms and Conditions.

 

ONLINE CONSULTATIONS – Terms and Conditions

1. The BOOKING

The online consultation date and time is guaranteed on receipt of full payment only

By booking a package, the Client, confirms that his/her infant has no known medical condition that prevents his/her infant from following a sleep and/or feed plan.

It is recommended that the Client check this with their medical practitioner.

All communication regarding bookings, call dates and times requires the Clients email confirmation.

The Consultant makes every effort to be reactive to all Clients e-mails, telephone calls, voicemail messages and texts. She politely requests her Clients patience in this matter as she may be in a residential consultation and will choose to attend promptly to the Clients emails at a more appropriate time.

To confirm a booking the Client will complete the online booking form with their preferred dates. These dates will be confirmed on receipt of payment.

Baby Sleep Retreat Consultants do not ‘hold’ online consultation dates and times prior to a confirmed booking.

Any available times quoted for the online call remain open to all prospective clients until a booking has been fully confirmed by email. The Client is encouraged to act promptly after receiving and discussing suitable dates.

If an online consultation is gifted to a third party, the third party will receive these Terms and Conditions prior to the consultation

2. PAYMENT DETAILS

Payments are received by bank transfer and in pounds sterling only

Packages have a strict no-refund policy

On receipt of an invoice payment is made in advance by same day bank transfer. The Client is kindly requested to send the Consultant a text message once transfer of funds is complete.

On receipt of payment, the Consultant will send the Client:
i. A receipt clearly stating that payment has been received
ii. A choice of available dates and times for the online video consultation
iii. In relevant cases, the infant historic to be completed and returned to the Consultant
iv. In relevant cases, the sleep and/or feeding diaries to be completed and returned to the Consultant

3. THE CONSULTATION

The first consultation will take place provided that the Consultant has received all requested information (i.e. infant historic, feed and/or sleep diary…) at least 24 hours prior to the agreed online consultation time. The Consultant requires time to study the documents carefully because this information is important to the success of the consultation. Any delay in returning the infant historic form may delay the date and time of the consultation call.

Baby Sleep Retreat regrets that the Consultant is not able to respond by text to the Clients administrative requests regarding online call availability, postponement etc.

The Consultant receives and responds to a high number of infant related text messages. All administrative requests are performed by email only.

All consultations calls are pre-booked – excluding 15 minute follow up calls.

Booking the online consultation call

The first online consultation call typically takes place within 2 to 5 days from the date of payment.

The Client is responsible for placing the online video call to the Consultant at the agreed date and time via WhatsApp or Facetime calling. If, for any reason, the Client is late for the call the Consultant will use her discretion as to whether she can extend to include the full minutes booked but this is not guaranteed. The Consultant has limited availability and a high number of calls in any one day.

Despite all knowledge and experience, Baby Sleep Retreat Consultants can not guarantee a ‘no cry’ sleep or feeding plan. An infant may well crying when established habits are changed because (s)he needs time to understand and adjust to your newly chosen and advised plan.

During the consultation the Consultant will not offer medical advice to the Client.

Baby Sleep Retreat Consultants follow the recommendations and advise regarding safe sleep practices as laid out by the Lullaby Trust: https://www.lullabytrust.org.uk/

The Consultants role is ultimately and solely to advise and offer limited support to the Client.

Calls are a minimum of 30 minutes and a maximum of 1.5 hours.

Each consultation period that has been started is considered as used in full regardless of whether or
not the client chooses to use all pre-booked minutes. The only exception to this is if, for any reason, there are technical difficulties and the call continually fails. In this case the meeting will be re-scheduled to a mutually agreed time and the remaining minutes will be used within the re-scheduled call.

Each consultation is unique to one named infant and cannot be transferred to another infant or household.

Many essential checks will have been carried out before and during the residential consultation to ensure the information provided is suitable. This attention to detail is important to verify that each Clients concern regarding their infant concern is of a behavioural nature and not a medical disorder.

Baby Sleep Retreat strongly advises that the Client does not share with third parties any infant related information provided by the Consultant including but not limited to the written summary or summaries of the online consultation. Any information provided by the Consultant, whether written or verbal, is unique to the Clients infant.

In all infant related care, the key to a satisfactory result is to maintain continuity in the chosen sleep or feeding plan.

The Client is aware that it takes an average of 6-8 weeks to see more habitual patterns. This can vary further depending on the Clients chosen plan and the extent of the infants previously learned sleep/feeding habits.

Baby Sleep Retreat regrets that the Consultant cannot offer an ‘extension’ to the validity time of the online consultation package

4. FOLLOW UP TEXT SUPPORT

Baby Sleep Retreat uses the What’sApp for texting and calls due to its encrypted privacy feature.
Where an online consultation package states that text support is included, the Client will receive responses to WhatsApp text requests between 08:30-20:30 (GMT) every day of the week.
It is not always possible for the Consultant to respond immediately to WhatsApp texts. However, she will make every effort to respond within 24 hours.

When included in the online package, text support begins after, not before, the first online consultation and is valid until the last validity date of the relevant online consultation package.

Any texts or questions sent by midday on the last date of the support will receive a response within 24 hours. Thereafter the text group will be closed and removed from the Consultants mobile phone.

The Whats App consultation group is used for the sole purpose of communicating between the Client(s) and the Consultant regarding the infant and not for administrative purposes.

To avoid confusion between a Client simply giving an update and a question that requires a response, Baby Sleep Retreat respectfully requests that the Client types “QUESTION” prior to asking for advice. Failure to do so may result in confusion for which the Consultant cannot be held responsible

5. POSTPONEMENT and ABSENCE

Postponement of the call is possible within the stated validity period provided the Client clearly advises the Consultant by both email and text at least two hours prior to the agreed date and time of the call and subject to the Consultants availability.

The revised consultation date must fall within the validity period of the relevant package.

The Consultant may be in a consultation and will endeavor to confirm receipt of the Clients advised postponement as soon as she is able to.

If the Client does not meet the call at the agreed date and time or requests to postpone less than 2 hours of the call start time, a consultation call period of one hour is considered as used in full

6. FORCE MAJEURE or ‘out of our control’

No Liability
The Consultant will not be liable for delays due to causes beyond their reasonable control such as, but not withstanding, adverse travel and transport conditions.

Best efforts to attend or communicate
In the event of non-attendance, whether in person or by other forms of communication, as a result of any cause beyond their reasonable control, including but not withstanding Travel, advice from Foreign and Common Wealth Office, Terrorism and Act of God. The Consultant shall nonetheless exercise their best efforts to attend or communicate with the Client

7. PRIVACY AND DISCLOSURE

All information and personal details provided by the Client during the consultation period is treated as strictly confidential. The information we collect from the Client is not shared with others or sold to companies for marketing or any other purposes.

Baby Sleep Retreat warrants that, to the extent it processes any Personal Data on behalf of the Client it shall act only on instructions from the Client according to General Data Protection Regulation.

For initial inquiries (email, telephone or text message), the Consultant will store personal records for a period of 6 months from the date of first contact.

For initial inquiries that are converted to a confirmed booking, the Consultant will store personal records for a period of 12 months from the date of first contact.

Following the consultation validity period, the Client can exercise their right to prevent their information from being stored by us by requesting by email that their personal information be removed from our system: contact@babysleepretreat.com

We may disclose the Clients personal information if we are required by law to do so.

For existing Clients of Baby Sleep Retreat and within the above stated time frames Baby Sleep Retreat Consultants may contact the Client by electronic means (email or SMS) with information about services similar to those which were the subject of dealings with the Client.

Online copyright

Baby Sleep Retreat website information may not be republished, re-transmitted, redistributed, or otherwise made available to any party or on any website, online service or bulletin board or make the same available in hard copy or in any other media without Baby Sleep Retreats express prior written consent. Baby Sleep Retreats copyright  must remain on all reproductions of material

8. LIMITATION OF LIABILITY 

If the Client deliberately chooses not to follow safe sleeping recommendations as laid out by The Lullaby Trust, the Client acknowledges the risks involved in ignoring any or all of them. Baby Sleep Retreat and the Consultant are released from all liability that may occur

The Client understands that any attempt on the Clients part to discredit Baby Sleep Retreat and/or the Consultants, on social media and any other media source will be deemed as defamatory.

The success of the online consultations relies on numerous factors such as the Client giving a full and precise account of the infants history, personality, state of health, relational and dietary habits, sleep environment and the Client being consistent in following the advice

We reserve the right to modify these Terms and Conditions, or any part of them, at any time, so please feel free to ask for our Terms and Conditions again

The Client is also deemed to have accepted the Terms and Conditions when the Client accepts an invoice and these Terms and Conditions are the entire agreement between the Client and the Consultant

When an online consultation is gifted to a third party, the third party will receive these Terms and Conditions prior to the consultation.

In no event will the Consultant be liable for any problems, arising from any claim or action, incidental or directly or indirectly relating to advice, injury, medical or other consequences of any kind, to baby, child or adult, relating to any care or help or advice given by verbal, WhatsApp or other digital communication, or home visits or by any other method of communication. It is the responsibility of the person receiving such advice to decide whether to act upon or not and do so at their own risk.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales and the client hereto agrees to submit to the non-exclusive jurisdiction of the English Courts in relation to the resolution of any dispute that may arise out of or in connection with any of these Terms and Conditions.