🌿 Client Policies
At The Gentle Nest, my goal is to create a calm and supportive experience for every family.
These policies are here to ensure that your time, care, and privacy are respected — and that each session or course runs smoothly and safely.
✳️ Cancellation & Rescheduling
I understand that life with little ones can be unpredictable.
If you need to cancel or reschedule your consultation/appointment with me in relation to IBCLC services, please provide at least 24 hours’ notice.
Cancellations made with less than 24 hours’ notice, or missed appointments, may be charged at the full consultation fee.
If you or your baby are unwell, please get in touch as soon as possible — I’ll always do my best to accommodate a new appointment time.
🕊️ Baby Massage Courses
Due to the nature of the baby massage course being a series of 5 sessions, no refunds can be offered once your space has been confirmed and payment has been made.
If you miss a session, handouts and support materials will still be provided, but catch-up sessions are not guaranteed.
If you are unable to start the course, please contact me as early as possible so we can discuss your options.
✳️ Refunds
Lactation Consultations
Refunds are available for cancellations made more than 24 hours in advance.
For late cancellations or no-shows, fees are non-refundable but may, at my discretion, be transferred to a rescheduled appointment.
If I need to cancel your appointment, you will receive a full refund or the option to rebook.
Baby Massage Courses
Course fees are non-refundable once the course has started, as your place is reserved for the full five-week block.
If I must cancel a session (e.g. due to illness), it will be rescheduled where possible, or an alternative option will be offered.
✳️ Privacy, Data Collection & Confidentiality
Your privacy and trust are central to my work. The Gentle Nest is committed to protecting your personal information and handling it with care, respect, and professionalism.
🕊️ What information I collect
When you book a consultation, course, or make an enquiry, I may collect:
Your name, contact details, and address (for communication and home visits)
Information about your pregnancy, birth, baby, and feeding history (IBCLC Services)
Information about your baby’s age, wellbeing, and any relevant medical conditions
Payment and billing details (for processing bookings)
Session notes and follow-up plans from your consultation (IBCLC Services)
🕊️ How information is collected
Information is collected directly from you:
Through booking forms or intake questionnaires
During consultations or courses (in person or online)
Via email, phone, or text communication
Through website contact forms or mailing list sign-up
No data is obtained from third parties without your explicit consent.
🕊️ How your information is used
Your information is used only to:
Provide safe, appropriate, and personalised care
Maintain accurate records in line with IBCLC and professional touch therapy standards
Process bookings, payments, and appointment reminders
Communicate with you about your care and follow-up
Comply with legal and professional obligations
I will never sell or share your information for marketing purposes.
🕊️ How your data is stored
All client and participant information is stored securely using password-protected digital systems or encrypted files.
Paper notes (if used) are kept in locked storage accessible only to me.
Consultation notes and information regarding care provided must be stored for 25 years in accordance with health record-keeping standards.
After this period, records are securely destroyed.
🕊️ Website & Cookies
The Gentle Nest website uses basic cookies and analytics tools to help understand site traffic and improve user experience.
This data is anonymous and does not identify individual users.
You can disable cookies at any time through your browser settings.
🕊️ Your rights
You have the right to:
Request a copy of your personal information
Ask for corrections to inaccurate data
Withdraw consent for non-essential communications
Request that your information be deleted, where legally possible
To make a request, please email hello@thegentlenest.co.uk. I will respond within 30 days.
🕊️ Sharing information
Information will only be shared with other healthcare providers with your written consent, unless required by law or in circumstances of safeguarding concern.
🕊️ Contact
If you have any questions about how your information is collected or stored, please contact:
📧 hello@thegentlenest.co.uk
✳️ Informed Consent & Scope of Practice
As an International Board Certified Lactation Consultant (IBCLC) and certified Baby Massage Instructor, my role is to provide evidence-based education, skilled support, and practical guidance for you and your baby.
All services are offered within the scope of my training and qualifications.
I do not diagnose medical conditions or prescribe medication.
Any medical concerns will be referred to your healthcare provider.
Baby massage courses are educational and nurturing in nature. They are not a replacement for medical care or therapeutic treatment.
By booking a consultation or enrolling in a course, you acknowledge that the information provided is intended to support — not replace — the advice of your medical professionals.
✳️ Payment
Payment is required at the time of booking to confirm your consultation or course place.
I accept bank transfer and bank details will be provided at the time of booking.
✳️ Communication & Follow-Up
IBCLC Services
Following your consultation, you’ll receive a written summary and care plan by email.
I’m happy to offer brief follow-up support by email or text within one week of your consultation for clarification or reassurance.
For ongoing or new concerns, a follow-up appointment may be recommended.
Messages are typically responded to within 24–48 hours on weekdays.
Baby Massage Clients
Course participants are welcome to contact me between sessions for clarification or support related to class content.
General enquiries are usually responded to within 24–48 hours on weekdays.
✳️ Health & Safety
If you or your baby are unwell, please contact me to reschedule your appointment or discuss whether attending your baby massage class is suitable.
For home visits and classes, I maintain careful hygiene practices — including handwashing and sanitising equipment between clients and sessions.
If I am unwell or have been in contact with a contagious illness, I will reschedule your consultation or class.
Your family’s safety and comfort are always my priority.
🕊️
Thank you for taking the time to read through these policies — they’re here to protect both you and your family’s experience, ensuring a nurturing and professional space for care and connection.