Terms & Conditions

Entity: The Baby Element Limited (Company Registered in England & Wales)
Registered Address: Camellia House, Water Lane, Wilmslow, SK9 5BB
ICO Registration Number: ZB695276
Director & Clinical Lead: Nikki Mather (IBCLC, Doula)
Contact Email: nikki@thebabyelement.co.uk
Telephone: 07421 991158

These Terms and Conditions govern all consultations, clinic appointments, home visits, virtual support, packages, and digital services provided by The Baby Element Limited (“we”, “us”, “our”).

By booking an appointment, purchasing a service, or completing an intake form via our website or Practice Better portal, you (“the client”, “you”) agree to be bound by these Terms and Conditions.

• Professional Services: Support is provided by an International Board Certified Lactation Consultant (IBCLC) and full-spectrum doula. Services include infant feeding support, oral function and tongue-tie evaluations, gentle sleep guidance, and perinatal education.
• Non-Emergency Care: The Baby Element Limited does not provide emergency medical services or acute pediatric care. If you or your infant experience acute illness, high fever, severe lethargy, or respiratory distress, you must contact 111, your GP, or attend an Emergency Department (A&E) immediately.
• Continuity of Primary Care: Our services complement, but do not replace, primary NHS maternity, health visiting, or pediatric care. Clients remain under the primary medical care of their GP, NHS midwife, or health visitor.
• Parental Autonomy: Clinical information, feeding plans, and care options are provided to empower parents. Final decisions regarding feeding choices, medical interventions, or health choices for your infant remain entirely your responsibility.
• Professional Indemnity & Insurance: The Baby Element Limited maintains full Professional Indemnity and Public Liability insurance covering all clinical consultations, IBCLC lactation support, doula care, and home visits in accordance with UK professional standards. Proof of insurance cover can be provided upon reasonable request.

• Secure Booking Portal: Bookings and intake forms are administered securely via Practice Better.
• Completion of Intake Forms: To ensure safe clinical assessment, completed intake forms, medical histories, and signed consents must be submitted via Practice Better at least 24 hours prior to your scheduled consultation.
• Accuracy of Information: You agree to provide accurate and complete health and medical details regarding yourself and your infant. We accept no liability for clinical plans formulated based on incomplete or undisclosed health information.

• Fees: Consultation and package fees are detailed on our website or Practice Better booking portal at the time of reservation. All fees are in GBP (£).
• Payment Timing: Full payment (or an agreed deposit/payment plan installment) is required upon booking to confirm your appointment slot.
• Payment Plans: Where fee installment plans are agreed (e.g., via Practice Better or external payment providers), you agree to complete all scheduled payments according to the agreed timeframe.
• Travel & Home Visit Surcharges: Home visit bookings outside our standard operating radius in Cheshire and Greater Manchester may incur additional travel or parking surcharges, which will be disclosed prior to booking confirmation.

In accordance with the UK Consumer Contracts Regulations 2013 and professional practice guidelines:

Cancellation Notice

• More than 48 hours’ notice: Full refund minus any non-refundable platform transaction fees, or fee transferred in full to a rescheduled booking.
• 24 to 48 hours’ notice: 50% of the booking fee is retained to cover allocated clinician time.
• Less than 24 hours’ notice or No-Show: The full appointment fee is non-refundable.

Acute Illness / Unforeseen Circumstances

If your infant or a household member develops an acute contagious illness, fever, or infectious symptoms on the day of a scheduled clinic or home visit, please inform us as early as possible. We will reschedule your session to a later date or convert it to a virtual consultation without penalty.

Cancellation by The Baby Element Limited: In the unlikely event that we must cancel an appointment due to illness, emergency, or severe weather, you will be offered an immediate choice of refund minus a £25 admin fee, or priority rescheduling.

For in-person home visits:

• A safe, smoke-free, and respectful environment must be provided for the practitioner.
• Adequate parking instructions or parking permit access must be provided or arranged in advance.

• Technical Requirements: For telehealth or online consultations, clients are responsible for ensuring a stable internet connection and a suitable camera/device setup.
• Package Validity: Package sessions (e.g., multi-visit care plans) must be utilised within 12 months of purchase unless explicitly extended in writing. Unused package sessions are non-refundable after expiration.

All client data, health records, and communication details are handled in strict compliance with the UK GDPR, the Data Protection Act 2018, and our Privacy Policy. Clinical records are retained inline with NHS record-keeping schedules (until age 25 for infant records, and 8 years for adult records).

All educational guides, care sheets, written plans, site branding, and documentation provided during or after consultations remain the intellectual property of The Baby Element Limited. These materials are for your personal household use only and may not be reproduced, shared publicly, or redistributed without prior written consent.

10.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under statutory UK law.

10.2 Subject to Clause 10.1, The Baby Element Limited shall not be liable for any indirect, consequential, or economic loss arising out of or in connection with the provision of services, and total financial liability shall be limited to the total fees paid by the client for the specific service in question.

If you have feedback or wish to raise a formal complaint regarding your care or service experience, please write directly to Nikki Mather at nikki@thebabyelement.co.uk. We aim to acknowledge all formal feedback within 5 working days and provide a full resolution within 14 working days.

These Terms and Conditions are governed by and construed in accordance with the laws of England & Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England & Wales.