Terms and Conditions

1. Who we are

The Postpartum Suite provides non-clinical postpartum support and wellbeing treatments in clients' homes in London.

2. These terms

2.1 These terms apply when you book a single treatment through our website. They form a contract between you and us once we confirm your booking.

2.2 Multi-day programmes are covered by a separate agreement. Our 5-day, 7-day, 14-day and 30-day programmes, and any bespoke live-in or live-out arrangement, are governed by the TPS Client Service Agreement, which is signed separately. Where that agreement and these terms both apply to the same booking, the Client Service Agreement takes precedence.

2.3 You must be 18 or over to book.

2.4 We may change these terms. The terms that apply to your booking are those published when you booked.

2.5 Nothing in these terms affects your statutory rights as a consumer.

3. What we do, and what we do not do

3.1 Our treatments are non-clinical wellbeing treatments. We are not a healthcare provider. Nothing we provide is medical, nursing or midwifery care.

3.2 Our practitioners do not diagnose conditions, prescribe or alter medication, check wounds, or give medical advice. Nothing said during a treatment should be taken as clinical guidance, and it is not a substitute for advice from your midwife, health visitor, GP or another qualified professional.

3.3 Belly binding is a traditional wrapping practice for comfort and support. It is not a medical device, and it does not treat or correct any medical condition, including diastasis recti.

3.4 Responsibility for your own and your baby's medical care, and for all parental decisions, remains with you throughout.

4. Treatments and prices

4.1 The treatments we offer, their prices and their lengths are shown on our booking page when you book. The price shown there is the price that applies.

4.2 The price you pay is the price shown when you book. We may change our prices at any time, and a change never affects a booking already made and paid for.

4.3 Prices include the practitioner's travel within our service area. There is no separate travel, congestion or parking charge unless we agree one with you in writing beforehand.

5. Where we come to you

5.1 We treat clients in their own homes in London only (Zones 1-5). We confirm the address with you as part of booking.

5.2 If the address you give turns out to be outside our service area, we will contact you to move the appointment to an address we do cover or, if that is not possible, cancel it and refund you in full.

5.3 You are responsible for telling us anything about the property that affects whether the treatment can go ahead safely: stairs without a handrail, no lift to an upper floor, restricted parking, building access codes, or anything else we would need to know.

6. Booking and payment

6.1 Appointments are booked on our website. A booking is confirmed only when payment has been taken and we have sent you a confirmation email with a booking reference. Choosing a time does not by itself reserve it.

6.2 Payment is taken in full at the time of booking, by debit or credit card. Card payments are processed by Stripe. We do not see or store your full card details.

6.3 Appointments start on the hour, and the earliest and latest start times are shown on the booking page. We currently take bookings for a limited set of dates, which are the only dates the booking page will offer.

6.4 Bookings must be made at least 48 hours ahead. The booking page will not offer a time inside that window. This matches the notice period in clause 7, so that every appointment can be moved or cancelled free of charge for at least some period after it is made.

6.5 If we cannot fulfil a booking, whether through practitioner illness, a safety concern or anything else, we will tell you as soon as we can and offer you another time or a full refund. The choice is yours.

7. Changing or cancelling your appointment

7.1 More than 48 hours before your appointment, you may move it or cancel it free of charge. A cancellation is refunded in full, with nothing kept back.

7.2 Within 48 hours of your appointment, it cannot be moved, and a cancellation is non-refundable.

7.3 You may move an appointment yourself up to 2 times using the link in your confirmation email. After that, or if you need to change an appointment inside the 48-hour window, email bookings@thepostpartumsuite.com and we will help where we can. Whether we can is at our discretion, and agreeing once does not create an entitlement to the same treatment on any future booking.

7.4 Moving an appointment costs nothing. The treatment, any add-ons and the total you have paid stay exactly as they were.

7.5 Refunds are made to the card used to pay, and usually reach your account within five to ten working days.

7.6 If we cannot get in, or nobody is there, or the treatment cannot safely begin within 30 minutes of the start time for a reason on your side, we treat the appointment as a cancellation inside the 48-hour window and no refund is due. If a practitioner is delayed, we will tell you, and you may take a shorter treatment, move to another time, or cancel and be refunded in full.

7.7 If we cancel, you are refunded in full for anything not provided. This applies however late the cancellation is and whatever the reason.

7.8 Your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is set out in clause 8.

8. Your cancellation rights under consumer law

8.1 You are booking a service to be performed on a specific date. Contracts of that kind are treated under Regulation 28(1)(h) of the Consumer Contracts Regulations 2013 in the same way as a hotel booking or a restaurant reservation, and the usual 14-day cooling-off period does not apply.

8.2 The cancellation terms in clause 7 therefore apply. They are more generous than the law requires for this kind of booking: outside 48 hours you are refunded in full, and the card fee we cannot recover on a refunded payment is ours to absorb, not yours.

8.3 None of this affects your rights under the Consumer Rights Act 2015 if a service is not performed with reasonable care and skill.

9. Your health, and when a treatment cannot go ahead

9.1 When you book, you must tell us about anything that affects whether a treatment is safe for you. That includes, but is not limited to: a caesarean or other surgery, stitches or wounds that have not healed, high or low blood pressure, blood clots or a history of them, diabetes, epilepsy, heart conditions, skin conditions, recent infection, fever, allergies (including to oils and nut products), and any medication that thins the blood or affects your skin's sensitivity.

9.2 If you have had a caesarean section, complications during or after birth, or are under the care of a consultant, please check with your midwife, GP or consultant that massage and, where relevant, hot stone therapy and belly binding are suitable for you before you book. We may ask you to confirm you have done so.

9.3 Our practitioners may decline to carry out all or part of a treatment, or may stop a treatment, where they reasonably believe it is not safe or not appropriate, or where it falls outside their training, competence or insurance. Where that decision follows from information you did not give us beforehand, we treat the appointment under clause 7.6.

9.4 Please tell us if you or anyone in the household has an infectious illness. We will move the appointment without charge, whatever the notice, and we ask the same consideration if a practitioner is unwell.

9.5 Treatments are for the mother or parent named in the booking and cannot be transferred to another person on the day without our agreement.

9.6 Hot stone therapy uses heated stones. Tell your practitioner immediately if anything feels too hot or uncomfortable at any point.

10. What we ask of you

• That there is a safe, clean and respectful space for the treatment, with somewhere suitable to set up.
• That an adult is present in the property throughout the appointment. Our practitioners do not provide unsupervised childcare, and are not responsible for supervising your baby or other children while carrying out a treatment.
• That the information you give us about health, allergies, address and access is accurate and complete.
• That our practitioners are treated with respect. We will end an appointment immediately, with no refund, where a practitioner is subjected to abusive, threatening, discriminatory or sexual behaviour, and we may refuse future bookings. Our practitioners have our full backing in leaving a property where they feel unsafe.
• That smoking, vaping and illegal drug use do not take place in the room during the appointment.

11. Practitioners

11.1 We allocate a suitably qualified and insured practitioner to your appointment. We may substitute a different practitioner where reasonably necessary for illness, emergency, safeguarding, availability, safety or other operational reasons. We will tell you where we can.

11.2 A practitioner may be employed or engaged by us in another capacity. Either way, we remain responsible to you for the service.

11.3 You must not directly employ or engage a practitioner introduced to you by us, whether during the service or afterwards, other than through us. This protects a business that carries the cost of finding, checking, training and insuring its practitioners.

12. Emergencies

12.1 If you or your baby appear unwell, a practitioner may help you contact a midwife, maternity unit, GP or NHS 111, and may call 999 in an emergency.

12.2 A practitioner will not diagnose a condition or decide what treatment is needed. Deciding whether to seek medical help, and acting on medical advice, remains yours.

13. Photography and privacy

13.1 We will not photograph, film or record you, your baby, your home or a treatment without your express permission, and we will never use any image for marketing without separate written consent that you may withdraw at any time.

13.2 Please do not photograph or record a practitioner without their agreement.

13.3 We handle your personal information in line with our Privacy Policy.

14. Our responsibility to you

14.1 We will provide the service with reasonable care and skill.

14.2 We do not limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any breach of your statutory rights as a consumer.

14.3 Subject to clause 14.2, we are not liable for loss or damage that was not foreseeable, for loss arising from information you did not give us, or for business losses, because our service is supplied for personal use.

14.4 Subject to clause 14.2, our total liability for any one booking is limited to the amount you paid for it.

14.5 We hold public liability and professional treatment insurance.

15. Complaints

15.1 If something is not right, please tell us as soon as possible, ideally at the time so it can be put right, and in any event by emailing info@thepostpartumsuite.com.

15.2 We will acknowledge a complaint within 3 working days and give you a full response within 14 days.

16. Website

16.1 We try to keep our booking page available, accurate and up to date, but we do not guarantee it will always be available or free of errors.

16.2 The content, branding, images and design of our site belong to us or our licensors and may not be copied or reused without permission.

16.3 Availability shown on the booking page reflects our diary at the moment you look at it. Very occasionally a time may be taken between your seeing it and your booking it, in which case we will tell you and offer you another time or a full refund.

17. General

17.1 If any part of these terms is found to be unenforceable, the rest continues to apply.

17.2 A delay in enforcing any part of these terms is not a waiver of it.

17.3 This contract is between you and us. Nobody else has any right to enforce it.

17.4 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own courts.