Terms and Conditions of Service

1. Booking and Payment

All consultations must be paid for in full at the time of booking. A booking is not confirmed until payment has been received.

Payment can be made using the methods specified at the time of booking.

 

2. Cancellation and Refund Policy

If you need to cancel your appointment, please provide as much notice as possible.

• Cancellations made more than 48 hours before the scheduled appointment time will receive a refund of 75% of the consultation fee. The remaining 25% will be retained to cover administration, booking, and payment processing costs.

• Cancellations made within 48 hours of the scheduled appointment are non-refundable.

• Failure to attend/be present a scheduled appointment without notice (“no-show”) will result in the full consultation fee being retained.

• Refunds will normally be processed within 7 working days using the original payment method.

If the Consultant needs to cancel or reschedule an appointment due to illness, emergency, or unforeseen circumstances, clients will be offered an alternative appointment or a full refund.

 

3. Consultation Hours

Standard consultation and administrative hours are:

Monday to Friday, 09:00 to 17:00.

Messages, emails, and telephone enquiries received outside of these hours will be responded to during the next working period wherever possible.

 

4. Follow-Up Support

Where follow-up support is included within a consultation package, details of the support period and methods of contact will be provided at the time of booking.

Support provided via telephone, email, text message, or messaging applications is intended for routine feeding support and guidance only.

Follow-up support is not monitored continuously and should not be used for urgent concerns or medical emergencies. Clients should contact their GP, NHS 111, maternity services, emergency services, or other appropriate healthcare provider if urgent medical advice is required.

Support outside the agreed package may incur additional charges.

 

5. Travel and Home Visits

Where consultations are provided in the client’s home, the consultation fee includes travel within the agreed service area - Under 15mins from BreastfeedingHerts.

Additional travel charges may apply for appointments outside the standard service area and will be discussed and agreed before the booking is confirmed.

The Consultant reserves the right to decline bookings outside the normal service area.

 

6. Appointment Timing and Late Arrivals

Clients are requested to be available and ready at the agreed appointment time.

If a client arrives late to an in-person appointment or is unavailable at the scheduled time for a home/virtual consultation, the appointment may need to be shortened to avoid impacting subsequent bookings.

Where a consultation cannot proceed due to client lateness of more than 30 minutes, the appointment may be considered a late cancellation and the consultation fee may be retained.

 

7. Consultation Reports

Where a written consultation summary, feeding plan, or report is included within the service, every effort will be made to provide this within 24 hours of the consultation.

During periods of high demand, illness, annual leave, or unforeseen circumstances, this timeframe may be extended. Clients will be notified where significant delays are anticipated.

 

8. Client Responsibilities

Clients are responsible for providing accurate and complete information regarding their own health and their baby’s health, feeding history, medications, and any relevant medical conditions, including changes and updates until the follow up calls are completed.

The Consultant’s advice is based upon the information provided and observations made during the consultation.

Clients remain responsible for decisions regarding their own healthcare and their baby’s healthcare.

 

9. Scope of Service

The Consultant provides lactation and infant feeding support, education, and guidance. The service does not replace medical care provided by a GP, midwife, health visitor, paediatrician, or other healthcare professional.

Clients should seek immediate medical attention where there are concerns regarding the health or wellbeing of either parent or baby.

 

10. Professional Recommendations

Recommendations are made in good faith and are based upon professional training, experience, clinical observations, and current evidence available at the time of consultation.

As every parent, baby, and feeding journey is unique, specific outcomes cannot be guaranteed.

 

11. Photographs and Videos

With client consent, photographs or video recordings may occasionally be taken during consultations for clinical documentation, monitoring progress, professional training, or educational purposes.

Separate consent will always be obtained before any images or recordings are used beyond the client’s clinical record.

Clients may withdraw consent for future use of images at any time, subject to legal and professional record-keeping requirements.

 

12. Confidentiality and Data Protection

Personal information will be collected, stored, and processed in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information will be handled confidentially and shared only where required by law, professional obligations, safeguarding responsibilities, or with the client’s consent.

Further details are available within the Privacy Notice.

 

13. Liability

While every effort is made to provide accurate and evidence-based support, the Consultant accepts no liability for any loss, injury, damage, or adverse outcome arising from the implementation of advice provided, except where such liability cannot legally be excluded.

Nothing within these Terms and Conditions excludes liability for death or personal injury caused by negligence, fraud, or any other liability

that cannot be excluded under UK law.

 

14. Changes to Services and Fees

The Consultant reserves the right to amend consultation fees, service offerings, and these Terms and Conditions at any time. Any changes will not affect bookings already confirmed and paid for.

 

15. Acceptance of Terms

By booking and paying for a consultation, clients confirm that they have read, understood, and agreed to these Terms and Conditions.