Refunds, Cancellations and Rescheduling Policy
This policy applies to services and digital products provided by Smart Confidence Limited trading as Sleep Nurse UK.
Registered office / business correspondence address:
Millennium Court, First Avenue, Burton-On-Trent, Staffordshire, United Kingdom, DE14 2WH
Sleep Nurse UK provides personalised sleep consultancy, sleep coaching, digital resources and related support for families. Because our work often includes preparation, assessment, personalised advice and access to support, refunds are limited once a service has started.
1. Before a service starts
If you book a consultation, package or sleep support service and then need to cancel before any work has started, please contact us as soon as possible.
Where cancellation rights apply, you may be entitled to cancel within the relevant cooling-off period. If no work has started and no personalised materials or digital content have been provided, we will normally issue a refund.
2. Once work has started
Once we have started work on your booking, refunds are not usually available.
Work may include, but is not limited to:
reviewing your intake form or sleep questionnaire
preparing for your consultation
creating or adapting a sleep plan
providing a consultation or discovery session
sending personalised recommendations
giving access to support, messaging or follow-up guidance
providing digital resources, templates, guides or downloads
If you ask us to start work within any applicable cooling-off period, you agree that we may charge for the work already carried out. If the service has been fully provided, or personalised advice/materials have already been supplied, no refund will usually be due.
3. One to one sleep support packages
One to one sleep support packages involve personalised preparation, advice and follow-up support.
For that reason, once the consultation has taken place, the sleep plan has been prepared, or support has begun, the package is non-refundable unless:
we are unable to provide the service you purchased
there has been a duplicate payment or clear payment error
we agree, at our discretion, that a partial refund is appropriate
you have a legal right to a refund
Not achieving a particular sleep outcome does not automatically entitle you to a refund. Sleep support depends on many factors, including consistency, health, development, routine, family circumstances and how advice is implemented.
4. Rescheduling appointments
We understand family life can be unpredictable.
If you need to reschedule a consultation or booked session, please give at least 24 hours’ notice.
Where at least 24 hours’ notice is given, we will do our best to offer an alternative time.
If less than 24 hours’ notice is given, or if you do not attend a booked session, the session may be treated as used and no refund will be provided.
5. Digital products and downloads
Digital products, including guides, eBooks, templates or downloadable resources, are non-refundable once access has been provided or the product has been downloaded, unless the product is faulty or you have a legal right to a refund.
6. Workshops and group sessions
If you cancel a workshop or group session booking:
30 days or more before the session: 75% refund
15 to 30 days before the session: 25% refund
14 days or less before the session: no refund
If Sleep Nurse UK cancels or postpones a workshop or group session, you will be offered an alternative date, credit or refund.
7. When we may offer a refund
We may offer a full or partial refund where:
we cannot provide the service you purchased
you have been charged in error
you made a duplicate payment
there is a technical issue with a digital product that we cannot reasonably fix
we are legally required to do so
we decide, at our discretion, that a refund is appropriate
Refunds are returned to the original payment method where possible.
8. Medical disclaimer
Sleep Nurse UK provides sleep consultancy, coaching and practical sleep support. We do not provide medical advice, diagnosis or treatment.
If you have concerns about your child’s health, feeding, breathing, allergies, development, medication, weight gain, reflux, mental health or safety, please speak to your GP, health visitor, paediatrician or another qualified medical professional.
Our advice should not be used as a substitute for medical guidance.
9. How to request a cancellation or refund
To request a cancellation, reschedule or refund, please contact:
Email: laura@sleepnurse.uk
WhatsApp: +44 7435 683259
Please include your name, booking date, service purchased and the reason for your request.
We aim to respond as soon as possible.