Terms and Conditions

T & C’s  Online Consultations

In-Home Consultation applies to a consultation that takes place in the Clients place of residence.
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 Suzy Lane as the professional who advises and supports The Client


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 hrs) 0-5 years, Baby Matters 0-18 months and all special offers.
50% of fee: Blissful Sleep 6 months-2 years, Complete Feed & Sleep 0- 2 years, Child Sleep 2-5 years, Welcome Baby 0-16 weeks, Twins Blissful Sleep 6 months-2 years, Welcome Twins 0-16 weeks.
75% of fee: Holistic Gentle Sleep 0-1 year, Milk Matters – Bottle Refusal, Potty Matters.

For international bookings estimated flight costs will figure on the retainer invoice and will be 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 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: Welcome Baby, Blissful Sleep, Twins Blissful Sleep, Complete Feed & Sleep 0-2 years, Child Sleep 2-5 years, Welcome Twins 0-16 weeks.
25% of fee: Holistic Gentle Sleep 0-1 year, Milk Matters, Potty Matters.

For all overseas bookings, full 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


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


Baby Sleep Retreat strongly advises 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 and may not be appropriate for other infants.

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 ‘send’ the relevant infant history (sleep or feeding) 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 of the advice 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/

The Baby Sleep Retreat Consultant can not guarantee a ‘no cry’ sleep or feeding plan. The Client is made aware that when an infants established sleep or feeding habits are changed the infant needs time to an adapt.

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.

The Baby Sleep Retreat Consultant does 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 and following correctly 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 time scale can vary depending on the Clients chosen sleep or feeding method and the extent of the infants previously learned 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 seek advice from their medical practitioner.

In order for the in-home consultation to take place, any existing and ongoing 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, 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 consultation start date.

The consultation is designed solely to teach 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 advised at a later date.

Welcome Baby 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 so that, post birth, the Consultant can do her utmost to be available for the consultation at relatively short notice.

If the Client requests specific dates and The Consultant is not available (medical reasons or other), the Client will be offered alternative dates.


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 requested and paid for an extended period of time.

Should the Client choose to extend their text support, 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 “QUE:” prior to asking for advice. Failure to do so may result in confusion for which the Consultant cannot be held responsible.


In addition to the advertised consultation rate, the Client is responsible for the followings costs:
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. All international bank 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


A one-off postponement is subject to the Consultants discretion and her availability.

We regret that no postponement is possible for special offer bookings. 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 Consultant is 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 often 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 0-18 months
30% of full fee: Blissful Sleep 6 months-2 years, Twins Blissful Sleep 6 months-2 years, Milk Matters – Bottle Refusal,  Potty Matters, Child Sleep 2-5 years and all extended packages
40% of full fee: Complete Feed & Sleep 0-2 years, Welcome Baby 0-16 weeks, Welcome Twins 0-16 weeks. 40% Tailor made consultation packages (calculated on outstanding fees only)

50% of full fee: Holistic Gentle Sleep and all overseas bookings

Postponement is accepted only on receipt of:

An e-mail at least 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 can 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)
Postpone the Consultation without incurring postponement fees


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


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

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.


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.