Terms and Conditions - ONLINE CONSULTATIONS
The Client: Legal guardian of the infant for whom the consultation has been booked
The Consultant: Suzy Lane – The Baby Expert
1. The BOOKING
The consultation date and time are 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.
Any existing medical conditions must be brought to the Consultant’s attention prior to starting a sleep or feeding consultation.
All communication regarding bookings requires the Client to confirm by email ie call dates and times
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 24 hour consultation and will therefore choose to attend to the Clients email at a more appropriate time.
The Client will complete the online booking form with preferred dates. The Consultant does not ‘hold’ consultation dates and times until the booking is fully confirmed.
The availability of consultation dates and times remains open to all prospective clients until receipt of payment. The Client is encouraged to act promptly after receiving and discussing suitable dates.
2. PAYMENT DETAILS
Payments are received by bank transfer details of which figure on the invoice.
The booking form and payment act as confirmation of the booking.
All packages have a strict no-refund policy.
On transferring funds, the Client is kindly requested to advise the Consultant by email so that the Consultant can send the Client:
i.A choice/confirmation of available dates and times for the online video consultation
ii. Login details for access to the relevant Infant History form to be completed and submit 24 hours prior to the first virtual call.
iii. Login details to the sleep and feeding diaries to be completed in one session and submitted 24 hours prior to the second virtual call.
3. ARRANGING A PRE-BOOKED CALL
All consultations calls are pre-booked (excluding 15-minute follow up calls and complimentary calls).
In order to provide an efficient service the Consultant responds by email to Client emails around administrative tasks including availability, postponement, consultation package suitability etc. received. Administrative related requests received by text may get lost within the high number of infant related text messages that she receives on a daily basis.
4. THE ONLINE CONSULTATION
The Client is responsible for placing the online video call to the Consultant at the agreed date and time (WhatsApp or Facetime). All calls are Video calls with the exception of the Members ‘Loyals’ consultation.
The first virtual consultation can typically take place within 2 to 5 days from the date of payment and provided that the Consultant has received the relevant infant history, feed and/or sleep diary…). The Consultant needs to analyze these documents carefully before the consultation so punctual submission of the forms is important for the efficiency of the consultation.
Call time is a minimum of 30 minutes and a maximum of 1.5 hours (excluding Newborn/Feeding/Sleep Therapy where it is unlimited within the 72 hour period).
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 connection 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.
Late call (Sleep Healing and Prompt Response): If, for any reason, the Client places the pre-booked call later than the pre-booked call time, the Consultant will remain available for 30 minutes from the agreed start time. The Consultant has a high number of pre-booked calls in any one day so she uses her discretion as to whether she can extend a call.
No show of a pre-booked call: The Consultant will remain available for 30 minutes from the agreed start time. She will also endeavour to remind the Client of the pre-booked call time by text or email. If the Client neither calls the Consultant nor sends her an email to request the postponement of the call, the consultation time will be considered as used in full and the no refund policy applies.
Despite all knowledge and experience, the Consultant can not guarantee a strictly ‘no cry’ sleep or feeding plan.
The Consultant will not offer medical advice to the Client.
The Consultant follows the recommendations and advises regarding safe sleep practices as laid out by the Lullaby Trust: https://www.lullabytrust.org.uk/
The Consultant’s role is fundamentally and solely to advise and offer support to the Client. It is ultimately the Clients choice as to whether or not the advice is followed.
Each consultation is unique to the infant(s) named on the booking form 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.
All written information (consultation summaries, text support, email responses) supplied by the Consultant are subject to Suzy Lane – The Baby Expert Copywrite. Written advice provided by the Consultant, is unique to the Client’s infant for whom many essential checks have been done to ensure safety and suitability.
5. FOLLOW UP TEXT SUPPORT
The Consultant uses the WhatsApp 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 08:00-20.00 (GMT) every day of the week including weekends.
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 starts and follows on from the 2nd stage of a sleep plan consultation.
Any texts or questions sent before 1pm on the last date of the text support service will receive a response within 24 hours. Thereafter the text group will be closed and removed from Suzy Lane’s 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, the Consultant respectfully requests 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.
6. POSTPONEMENT and ABSENCE
Postponement is considered only if the Client’s infant is unwell – the Consultant sincerely hopes, for the infant’s sake, that this does not arise.
Prompt Response or Sleep Healing: A one-off postponement is subject to the Consultant’s discretion and her availability and provided the Client clearly advises the Consultant by email and text at least 2 hours prior to the call time.
Special offers: We regret that postponement is not possible and the call will be treated as a cancellation.
Newborn/Feeding/Sleep Therapy: A one-off postponement is subject to the Consultant’s discretion and her availability. Postponement is accepted only on receipt of:
– The Clients email received at least 24 hours prior to the booking start date and time, confirming the postponement and stating the revised, mutually agreed consultation dates.
– The immediate and full payment of the postponement fee received on, or before, the agreed date of the original consultation.
The Consultant is sympathetic that, excluding teething, an infants’ illness is a valid reason to postpone an in-home consultation. This is a delicate financial situation for both parties. When booking the Consultant there is a commitment on both sides; the Consultant has guaranteed her expertise exclusively to the Client for 72 consecutive working hours where she does not take on any other clients and the Client paid the retainer fee for the specific dates. A postponement fee of £450 (24 hrs) subsequently reflects these commitments.
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 treated as cancelled, and the no-refund policy applies.
Should the Consultant be taken ill or experience serious unforeseen circumstances and is unable to attend the consultation, the Consultant will postpone without any further cost to the Client.
7. RESCHEDULED CONSULTATION
If the Client requests to change a confirmed consultation package in favour of a shorter consultation package, the terms listed in the postponement policy apply. If the request is to change the consultation for a more substantial package, no additional administrative fees will be charged.
8. CANCELLATION POLICY
Should the Client choose to cancel the consultation no refund policy will applY.
9. FORCE MAJEURE or ‘out of our control’
The Consultant will not be liable for delays due to causes beyond her reasonable control such as, but notwithstanding, internet connection failure.
Best efforts to communicate
In the event of non-attendance, as a result of any cause beyond the Consultant’s reasonable control, the Consultant shall nonetheless exercise her best efforts to communicate with the Client.
The website is owned by Suzy Lane and no other party. You may not republish, retransmit, redistribute, make use of the material, consultation packages included, or otherwise make available to any party or make the same available on any website, online service or bulletin board of your own or of any other party or make the same available in hard copy or in any other media without the express prior written consent from the Consultant, Suzy Lane. Copywrite must remain on all reproductions of material taken from this website.
11. PRIVACY and DISCLOSURE
All information and personal details provided by the Client during the consultation period is treated as strictly confidential. The information the Consultant collects from the Client is not shared with others or sold to companies for marketing or any other purposes.
Suzy Lane warrants that to the extent she processes any Personal Data on behalf of the Client, she shall act only on instructions from the Client according to the 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 the first contact.
For initial inquiries that are converted to a confirmed booking, the Consultant will store personal records for a period of 36 months from the date of the 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: firstname.lastname@example.org
The Consultant, Suzy Lane may disclose the Client’s personal information if she is required to do so by law.
12. 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. The Consultant is released from all liability that may occur.
The Client understands that any attempt on the Client’s part to discredit www.suzylanebabyexpert.com and the Consultant, Suzy Lane, 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, 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.
Suzy Lane reserves the right to modify these Terms and Conditions, or any part of them, at any time, and the Client is advised to review them frequently. Changes and clarifications will take effect immediately once posted on the website.
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 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.