Terms and Conditions
Terms and Conditions for virtual consultations only here
IN-HOME CONSULTATIONS
In-Home Consultation applies to the advice offered by the Consultant whilst in the Client’s place of residence.
Virtual Consultation applies to the video call relevant to certain consultation packages
The Client refers to the infants’ parent(s) or legal guardians.
The Consultant refers to Suzy Lane.
I. PAYMENT DETAILS
Payments are received by bank transfer and in pounds sterling only
a. Retainer Fee
The retainer fee is paid at the time of booking and secures the requested dates.
Full fee: ‘Sleep Matters’ 4 months – 3 years, Easy Feeding (6 months-5 years), ‘Twins Sleep Matters’ (4 months-3 years), New Baby Support 0-12 weeks, Newborn Twins 0-12 weeks, tailored consultation packages including Milk Aversion Therapy, Young Baby Therapy, and all special offers.
50% of fee: ‘Blissful Sleep’ 6-30 months, Complete Feed & Sleep (0- 2 1/2 years), ‘Twins Blissful Sleep’ (6-30 months). Child Sleep (2 1/2-5 years)
75% of fee: Holistic Gentle Sleep 0- 5 years, ‘Milk Matters’ – Bottle Refusal, Potty Matters.
For international bookings, estimated flight costs figure in the retainer invoice and will be adjusted in the final invoice.
Payments must be paid in UK sterling only.
When the Client sends funds from a non-UK bank, the Client will pay for all receiving charges. The following receiving fees are offered as a guideline and subject to change without notice:
Correspondent Bank Fee Zone 1 (USA, Canada, and Europe Non-EEA) – £12
Correspondent Bank Fee Zone 2 (Rest of the World) – £20
b.Travel expenses
The advertised rates are applicable for consultations that take place within a 10 miles radius of Stamford, Lincolnshire. For other areas, the Client is advised to check the additional cost with the Consultant. The travel time and cost will appear on the invoice.
c. Final Payment
Final payment is due before midnight on the first day of the in-home consultation.
d. Final payment is as follows:
50% of fee: Blissful Sleep, Twins Blissful Sleep, Complete Feed & Sleep, Child Sleep.
25% of fee: Holistic Gentle Sleep, ‘Milk Matters’ – Bottle Refusal, Potty Matters.
e. Overseas bookings: Full funds must reach the consultant’s account 72 hours prior to flight departure time and the Overseas Delivery Charge (ODC) remains at the Clients expense.
f. The Client is advised to notify the Consultant promptly by text message or email that funds have been transferred so that The Consultant can confirm the in-home consultation date as soon as funds reach her account.
g. The Consultant will send the Client an invoice confirming funds that have been received and the date that outstanding funds become due.
h. Once the consultation has started, should the Client book additional hours or day(s), the cost will become due for immediate payment. When funds have reached the Consultant’s account, the consultation dates are guaranteed, and the no refund policy applies. Until such time, all quoted dates remain open to prospective clients.
f. International payment; All payments must be received by bank transfer and in pounds sterling only. If coming from a bank outside the UK, they must include the Overseas Delivery Charge (ODC). The Client will advise their bank at the time of transfer.
g. 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.
h. Non-payment; Unpaid fees will be referred to www.suzylanebabyexpert.com legal advisors and a daily surcharge equivalent to 5% of the outstanding sum may be applied.
II. THE CONSULTATION
i. The Client is advised that any information provided by the Consultant throughout the booking period, whether it is written or verbal, is unique to the infant for whom the booking has been made and may not be appropriate for another infant. The Client will not share a written plan or summary with a third party without the Consultant’s written consent.
j. 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 ensure that a possible medical disorder is ruled out before treating a behavioural one.
k. The virtual consultation call: A minimum of 48 hours prior to the virtual call, the Client is kindly requested to complete and submit the relevant infant history form (sleep or feeding) to the Consultant. The Consultant requires sufficient time to study the completed form and failure to return this data can delay the date and time of the call.
l. The Client is responsible for placing the call to the Consultant at the agreed date and time by WhatsApp or Facetime video. 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 fails to advise the Consultant two hours prior to the agreed time of the call, rescheduling the call may not be possible. Where appropriate the Client will receive a summary of the advice by e-mail.
m. The In-Home Consultation: The Consultant follows the guidelines and offers advice regarding safe sleep practices, as recommended by the Lullaby Trust: https://www.lullabytrust.org.uk/
The Consultant does not guarantee a ‘no cry’ sleep or feeding plan. The Client is made aware that when changes are made to an infant’s established sleep or feeding habits, a time of adaptation is required and an infant may protest.
The Consultant’s role is ultimately and solely to advise and offer support to the Client. The Client is respectfully advised the Consultant does not, in the Client’s absence, take on sole care of the infant for any length of time.
The Client will provide the Consultant with an efficient working baby monitor which will be used at any time that the Consultant will not be expected to stay awake all night unless the infant is also awake.
o. Results: Success relies on numerous factors such as the Client submitting a full and precise account of the requested data, in the requested order, a minimum of 48 hours prior to each consultation. To manage an efficient service, professional analysis of the Client’s data is pre-booked into the Consultant’s schedule at least 7 days ahead of the consultation date (see ‘Postponement Policy’ below). The success of a sleep or feeding plan relies on the Client maintaining consistency in correctly following the advice offered.
Due the utmost relevance of the feed and sleep diaries, The Client is made aware that, in the case of sleep or feeding consultations, it is extremely important to submit this data on the pre-set forms only and no less than 48 hours prior to the start time of the consultation. Any delay in submitting this data, may create a delay in the start time and/or date of the in-home consultation itself.
The Client is aware that a minimum of 6 weeks is needed to form habitual patterns. This time scale can vary according to the Client’s choice of sleep or feeding plan.
p. Health: Prior to, or during the overall consultation package 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 infant’s medical practitioner stating that the infant is fit to follow a sleep/feed plan.
If, during the in-home consultation, the Client or the Client’s infant is unwell at any point and subsequently does not follow the advised sleep plan, the Consultant reserves the right to apply the no refund policy. However, at the Consultant’s discretion, the Consultant may offer to stay until the end date of the consultation to offer non-medical support to the Client.
Throughout the consultation period, the Consultant will not offer medical advice to the Client or administer medication to the infant.
q. In-home cancellation: If, at any time during the in-home consultation, the client chooses not to continue the advised plan and, consequently cancels the consultation, the Consultant is free to leave the Client’s home and the no refund policy applies.
r. Consultant requirements: The consultation fee is based on the Consultant being a working guest in the Client’s home/place of residence. The Client will provide the Consultant with all meals and appropriate accommodation for the full duration of the in-home consultation. Appropriate accommodation includes a bed or unfolding sofa and bedding, also the ability to shower/bath daily. For each 24-hour period, the Consultant is required to take a 4 hour rest period within the Client’s home. This rest period will be taken at a mutually convenient time of the day.
The Client is respectfully requested to advise the Consultant should any member of the family is unwell 24 hours prior to the consultation date and time. The Consultant has the right to choose whether the consultation should be postponed.
r. Conduct: 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 immediately and permanently cease and the consultant will leave the client’s home. The no-refund policy applies.
s. ‘Milk Matters’ – Bottle refusal only – For the success of the consultation, the Client is requested to exclusively breastfeed and refrain from offering their baby a bottle of milk for an absolute minimum of 10 days prior to the consultation start date. The ‘Milk-Matters’ consultation is designed solely to teach an otherwise completely healthy 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-related matters should be addressed at a later date. The Client is aware that, in the case of an infant with strong milk aversion following one or several feeding traumas, it could take at least 2 weeks of consistently following the feeding plan to come to a full result.
111. FOLLOW-UP TEXT SUPPORT
u. The Consultant uses the What’s App feature for text support with its encrypted privacy.
The WhatsApp consultation group created by the Consultant is used for the sole purpose of communicating between the Client(s) and the Consultant regarding infant-related advice. This information is removed from the Consultant’s telephone when the text support period is completed. It will be stored safely for seven years for insurance purposes.
v. Text support groups: Responses to infant-related WhatsApp text requests between 08:30-20:30 (UK time) Monday – Sunday. Every effort will be made to respond to the Clients’ infant-related text requests within 24 hours of receiving them. At the time a text is received, the Consultant may already be in consultation and the Client’s patience is appreciated to obtain a reply.
Text support starts automatically from the date and time the Consultant finishes the in-home consultation. Any texts or questions sent by midday on the last date of the text support period will receive a response by 20:30. Thereafter, the Consultant will close the support group.
w. Should the Client choose to extend their text support, this will be invoiced and funds must be received before the end of the current validity period. To avoid confusion between a Client simply stating an update on an infant’s progress or a question that requires a response, the Client is respectfully asked to type “QUE:” prior to asking for advice. Failure to do so may result in confusion for which the Consultant cannot be held responsible.
iv. INTERNATIONAL CONSULTATIONS.
In addition to the advertised consultation rate, the Client is responsible for the following 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 Consultant’s home address to the UK Airport:
Luton and Stanstead: £100 return
London City and Heathrow Airports: £170 return
The Client will state their nearest airport on the Booking Form.
The Client is respectfully expected to arrange return transport for the Consultant, from the arrival airport to the Client’s home/place of residence.
An estimated flight cost will figure on the invoice with the retainer fee and will be adjusted on the final invoice.
International payment
Outstanding fees and expenses must be in the Consultant’s bank account at least 72 hours prior to the Consultant’s flight departure time.
All payments must be received by bank transfer and in pounds sterling only. Any bank charges related to the receipt of a client’s payment will be passed onto the client.
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 to the United Kingdom.
v. POSTPONEMENT POLICY
A one-off postponement is subject to the Consultant’s discretion and her availability. Postponement is only considered if the Client’s infant is unwell – we sincerely hope, for the infant’s sake, that this does not arise. For any other reason the consultation is considered as a cancellation.
We regret that no postponement is possible for ‘special offer’ consultation packages.
The Consultant is sympathetic that, excluding teething, an infant’s illness is a valid reason to postpone an in-home consultation. She also understands this is a delicate financial situation. When booking the Consultant there is a commitment on both sides; the Consultant has guaranteed her expertise, in most cases, for a considerable amount of working hours, days and nights and the Client has paid the retainer fee to be guaranteed The Consultant’s expertise for those specific dates. The postponement policy subsequently reflects these commitments.
The postponement fees are as follows:
10% of full fee: ‘Sleep Matters’ 4 months-3 years, New Baby Support 0-12 weeks, ‘Twins Sleep Matters’ 4 months-3 years, Newborn Twins 0-12 weeks, Child Sleep 2 1/2-5 years
30% of full fee: Easy Feeding 6 months-5 years, Blissful Sleep 6-30 months, ‘Sleep Matters’ 48 hours, Twins Blissful Sleep 6-30 months, ‘Milk Matters’ Bottle Refusal, Potty Matters, and all extended consultation packages.
40% of full fee: Complete Feed & Sleep 0-2 1/2 years, tailor-made consultation packages such as Milk Aversion Therapy or New Baby Therapy etc…
50% of full fee: Holistic Gentle Sleep and all overseas bookings
Postponement is only accepted on receipt of:
a. An e-mail at least 24 hours prior to the booking start date and time, stating the revised, mutually agreed consultation dates
b. Full payment of the consultation as per the date figured on the original invoice.
c. The immediate and full payment of the postponement fee received on, or before, the originally agreed date of the consultation.
The Consultant’s travel amendment fees are at the Client’s expense (pre-booked taxis, trains, or flights) and the Client will be provided with electronic proof of the additional cost.
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 a revised in-home consultation date and also confirm receipt of funds.
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.
vi. RESCHEDULED CONSULTATION
If the Client requests to change a confirmed consultation package in favour of a smaller consultation package, the terms listed in the postponement policy apply.
If the Client requests an upgrade to a more substantial package, no additional fees will be charged.
vii. CANCELLATION POLICY
If the Client cancels the overall consultation package more than 10 days before the confirmed start date and time of the in-home consultation, provided the Client has not received any infant-related advice from the Consultant, the retainer fee will be refunded in full.
Should the Client choose to cancel the in-home consultation before the 10-day notice period but after the Consultant has made a professional analysis of the Sleep or Feeding History forms and/or has offered verbal or written advice, the Consultant will retain 25% of the consultation fee and the Client will be reimbursed the remaining 75%.
Should the Client choose to cancel the overall package within the 10-day notice period of the start date of the in-home consultation, the retainer fee is non-refundable.
Two infant consultations: When an in-home consultation is booked for two or more siblings, should the Client choose to cancel the consultation for one infant only, a refund of the that infant’s fee is possible provided the Consultant has been advised at least 24 hours prior to the start date and time of the consultation. If the Consultant have already professionally analysed two infant’s histories and/or offered verbal or written advice for both infants, the Consultant will retain 20% of the full second infant fee as it appears on the invoice. The Client will be receive 80% of the second infant supplement.
viii. 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 notwithstanding, 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 Consultant’s reasonable control, including but notwithstanding travel, advice from Foreign and Commonwealth Office, Terrorism and Act of God. The Consultant shall nonetheless exercise her best efforts to attend or communicate with the Client.
viiii. WEBSITE
The website is owned by Suzy Lane and no other party. You may not republish, re-transmit, 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.
x. PRIVACY AND DISCLOSURE
All information and personal details provided by the Client during the consultation period are 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.
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 12 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: contact@suzylanebabyexpert.com.
The Consultant, Suzy Lane, may disclose the Client’s personal information if she is required to do so by law.
For existing Clients of www.suzylanebabyexpert.com and within the above-stated time frames, Suzy Lane 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.
x1. 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.
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. 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.
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.