Booking Terms for One-Off Sessions

Last updated: 14 August 2026

1. About these terms

These terms apply to one-off sessions booked with Diana Doula through my website or online booking system.

Please read them before booking. By completing your booking, you agree to these terms.

Service provider: Diana Doula
Website: www.diana-doula.com
Email: diana@diana-doula.com

2. Your session

The name, duration, format, price and included follow-up for your chosen session are shown on the service page and booking page.

Sessions are provided online unless otherwise stated. They are one-off services and do not include ongoing support unless this is specifically included in the session description.

Your booking is confirmed when payment has been received and you receive a confirmation email.

3. Scope of the service

My one-off sessions provide non-clinical education, information, practical support and emotional support within the scope described on the relevant service page.

They do not provide medical advice, diagnosis, treatment or clinical care and do not replace support from a midwife, GP, health visitor, obstetrician, paediatrician, mental-health professional or another appropriately qualified healthcare professional.

I will not make medical or parenting decisions for you. You remain responsible for deciding what is right for you and your family and for seeking appropriate professional care when needed.

If something falls outside my role, I may recommend that you contact an appropriate healthcare professional or support service.

These sessions are not an emergency service. If you are concerned about your health, your baby’s health or an urgent situation, contact an appropriate healthcare service without waiting for your session.

4. Payment

The total price is shown in pounds sterling before you book.

Payment is required at booking to reserve your appointment. No additional charges will be made unless you have agreed to them in advance.

Payments are processed securely by a third-party payment provider.

5. Your 14-day right to cancel

When you book online, you normally have a legal 14-day cancellation period. This begins the day after your booking is confirmed.

You may cancel during this period without giving a reason by emailing diana@diana-doula.com. You may also use the cancellation form at the end of these terms, although you do not have to.

If no part of the service has been provided, you will receive a full refund.

6. Sessions taking place within 14 days

If your session takes place within the 14-day cancellation period, you will be asked to confirm that you want the service to begin before that period ends.

If you cancel after I have begun providing the service but before it is complete, I may deduct a reasonable amount for any preparation, session time or support already provided.

Once the session and any included follow-up have been fully provided, your statutory right to cancel ends, provided you asked for the service to begin during the cancellation period and acknowledged that the right would be lost once the service was complete.

7. Cancellations and rescheduling after 14 days

Once the 14-day cancellation period has ended, please give at least 48 hours’ notice if you need to cancel or reschedule.

With at least 48 hours’ notice, you may choose either:

• To move your booking once to another available date at no additional cost, or
• To cancel and receive a refund.

Cancellations with less than 48 hours’ notice are non-refundable unless I can fill the appointment. Missed appointments are non-refundable.

This policy reflects the preparation involved and the appointment time reserved for you. It does not limit any statutory rights that apply to your booking.

If something genuinely urgent or unexpected happens, contact me as soon as possible. I will consider the circumstances with care, but this does not guarantee a refund or alternative appointment.

8. Late arrival

If you arrive late, I will do my best to use the remaining appointment time. The session may still need to finish at the scheduled time so that later commitments are not affected.

If you do not attend and have not contacted me, the booking will be treated as a missed appointment.

9. Online sessions and technical problems

You are responsible for having a suitable internet connection, device and private space for the session.

If technical problems occur, we will make reasonable efforts to reconnect. If a problem on my side prevents the session from taking place, you may choose another date or receive a full refund.

If a problem on your side prevents the session from taking place, I may offer another appointment at my discretion.

Sessions may not be recorded by either of us unless we have both agreed to this in writing beforehand.

10. If I need to cancel

If I need to cancel your appointment, I will contact you as soon as reasonably possible.

You may choose either:

• Another available date, or
• A full refund.

I am not responsible for indirect costs or losses caused by a cancellation that was outside my reasonable control. Nothing in these terms limits any legal rights or remedies that cannot lawfully be limited.

11. Follow-up materials

If follow-up notes, questions, plans or resources are included, I will provide them within a reasonable time after the session.

These materials are provided for your personal use. They may not be reproduced, sold, published or used commercially without my written permission.

Follow-up materials are educational and do not constitute medical advice or a medical record.

12. Outcomes

I will provide the service with reasonable care and skill.

However, I cannot guarantee a particular decision, birth experience, parenting outcome, sleep change, emotional response or clinical outcome.

Nothing in these terms removes your rights if the service is not provided with reasonable care and skill or does not match the description given when you booked.

13. Privacy and confidentiality

I do not record sessions or keep clinical or medical notes.

When you enquire or book, I receive the information needed to provide the service, such as your name, email address, telephone number, booking details and correspondence. Stripe processes your payment securely. I receive a record of the transaction but do not receive or store your full card details.

I use this information only to respond to enquiries, manage bookings and payments, provide the session and follow-up, meet legal or accounting obligations and deal with any complaints or disputes. I do not sell your information or use it for marketing unless you have separately agreed to receive marketing from me.

Calendly, Stripe and the providers I use for email and online sessions may process information on my behalf where necessary to provide these services. Some providers may process information outside the UK using appropriate data-protection safeguards.

Unsuccessful enquiries will normally be deleted within 12 months. Booking, payment and relevant correspondence records may be retained for up to six years where needed for accounting, insurance or legal purposes.

Information shared during a session will be treated as private. I will not share it unless you ask me to, I am required to do so by law, or there is a serious safeguarding concern.

You may ask to access, correct or delete your personal information, or object to how it is being used, where those rights apply. Please email diana@diana-doula.com. You also have the right to raise a concern with the Information Commissioner’s Office at ico.org.uk.

14. Complaints

If you are unhappy with any part of the service, please email diana@diana-doula.com so I have an opportunity to understand what happened and respond.

I will acknowledge your complaint as soon as reasonably possible and aim to provide a full response within 14 days.

15. Refunds

Where a refund is due, it will be returned using the original payment method unless we agree otherwise.

Refunds will be processed without unnecessary delay and no later than 14 days after the refund has been agreed or a valid statutory cancellation has been received.

16. Changes to these terms

The terms that apply to your booking are the version available when you book.

I may update these terms for future bookings, but I will not change the terms of an existing booking without your agreement.

17. Governing law

These terms are governed by the laws of England and Wales.

Nothing in this section prevents you from relying on any mandatory consumer protections or bringing a claim in another UK court where the law allows you to do so.

Model Cancellation Form

You may use this form to cancel during the statutory cancellation period, but its use is not compulsory. You may simply email diana@diana-doula.com and clearly state that you wish to cancel.

To: Diana Doula
Email: diana@diana-doula.com

I hereby give notice that I wish to cancel my contract for the following session:

Session:
Booking date:
Scheduled appointment date:
Name: