Client Terms of Business

Your Sleep Family · Version 1 · 17 September 2026

These terms explain your sleep support package, appointment arrangements, support hours and cancellation rights. Please read them before paying and contact me if anything is unclear. They apply to new bookings made under this version; existing bookings remain subject to the arrangements already agreed.

1. Who provides your support

I am Sophie Feast, a sole trader trading as Your Sleep Family, based at 38 Eastwood Street, London SW16 6PX, United Kingdom. You can contact me at sophie@yoursleepfamily.com or on 07799 406340. In these terms, “you” means the adult purchasing the package for their family.

2. Your package

All consultations and support are provided remotely. Both packages include a one-hour initial consultation, a review of your sleep logs shared digitally, and a personalised sleep programme thoughtfully created and shared digitally.

Light Sleep Support (£250): two weeks of support consisting of two 15-minute online support calls, over 14 calendar days from your initial consultation. Ongoing messaging support is not included; WhatsApp and email may be used to arrange appointments and share the information needed for your package.

Full Sleep Support (£399): three weeks of ongoing online support over 21 calendar days from your initial consultation, including guidance, reassurance and adjustments via phone and messaging within the support hours below. Calls are arranged in advance.

The total price and package selected are shown before payment. Extra services or extensions must be agreed separately, including any additional price, before they are provided. Your personalised plan will be delivered on a timetable agreed with you and confirmed in writing.

3. Payment and your first consultation

Payment is required before the first consultation. Your booking is confirmed when payment has been received and I confirm acceptance of your booking in writing. If I cannot accept your booking, I will refund your payment.

We will agree a mutually convenient date and time within my working hours. The initial one-hour consultation must take place within 28 days of payment unless we agree an extension in writing. Your confirmation will state the deadline.

If exceptional circumstances affect your ability to attend, contact me as soon as reasonably possible, preferably before the deadline. If you do not arrange or attend the consultation within the 28-day period, I will contact you before closing your booking. Any cancellation deduction will follow section 9. There is no automatic forfeiture of your whole payment.

If I cannot offer a suitable appointment within the 28-day period, you may choose an agreed extension or a full refund.

4. Support duration and bank holidays

Your first consultation date counts as day one. Light Sleep Support lasts 14 consecutive calendar days; Full Sleep Support lasts 21 consecutive calendar days.

Support is unavailable on Sundays and England and Wales bank holidays. For each bank holiday falling within your original package period, one additional support day will be added after the original end date, skipping Sundays and bank holidays. Normal support hours apply on additional days, including Saturday’s hours of 8am–12pm. Sundays do not qualify for an extension.

Your exact support end date, including any bank-holiday extensions, and final available support hours will be confirmed in writing. Included follow-up calls must take place within this period. A message received within your agreed support period will still receive a response if its response time falls after the end date; this does not open a new period of ongoing support.

5. Support hours and response times

Monday–Friday: 8am–8pm
Saturday: 8am–12pm
Sunday and England and Wales bank holidays: closed
All times are UK time (GMT or BST as applicable).

I aim to respond to messages and requests to arrange a call within two hours, counting only time within these support hours. This is a response target rather than a guaranteed appointment time.

You may send messages outside support hours. The response period starts when support next opens. For messages received shortly before closing, any remaining response time carries over to the next support period.

For example, a message received at 11.30am on Saturday has a target response time of 9.30am on Monday, or Tuesday if Monday is a bank holiday. Messages received after Saturday closing or on Sunday have a target response time within the first two hours when support next opens.

6. Communication and appointments

Support messages are exchanged through WhatsApp or email using the contact details provided at booking. Telephone calls are arranged in advance at a mutually agreed time within my available working hours. Other communication channels must be agreed with me first.

The two-hour response target applies to replying to a call request; the call itself takes place at the agreed appointment time. The type and amount of support available remain those included in your chosen package.

7. Rescheduling and interruptions

Please give at least 48 hours’ notice if you need to move an appointment. Replacement calls must be mutually convenient, within my available working hours and within your original package period, including any bank-holiday extension. Moving a call does not automatically extend the package.

Please contact me promptly about illness or exceptional circumstances. Any agreed exception or extension will be confirmed in writing. A late change or missed appointment does not automatically result in loss of the full package fee; any deduction must be fair and reflect losses as described in section 9.

If I need to cancel your initial consultation, you may choose an alternative appointment or a full refund. If my absence or lack of availability prevents me from providing support already agreed, I will discuss replacement support or an extension with you. If we cannot agree suitable arrangements, I will refund the services not provided. Your statutory rights remain unaffected.

8. Your 14-day right to cancel

For an online or telephone booking, you may cancel this service contract without giving a reason within 14 days after the day the contract is made. To cancel, email me at sophie@yoursleepfamily.com or send a clear cancellation statement to the address in section 1. You may use the model form below, but you do not have to. Sending your cancellation before the deadline is sufficient.

If no services have begun, I will refund your payment in full. If you want work to begin during the cancellation period, including consultation preparation, sleep-log review or a consultation, I will obtain your express request first. Without that request, work will begin after the cancellation period.

If you expressly request an early start and then cancel within the cancellation period, you may have to pay a proportionate amount for services actually provided up to cancellation, based on the agreed package price, provided the required cancellation and payment information has been given to you. You do not lose your cancellation right simply because work has started.

If the whole package is fully performed during the cancellation period, the right to cancel ends only if you expressly requested early performance and acknowledged beforehand that the right would be lost on full completion. Completing only the initial consultation does not complete a package that includes further services.

Any refund due under this cancellation right will be made without undue delay and within 14 days of being told of your decision, using the original payment method unless you agree otherwise, without a refund fee.

9. Cancellation after the cooling-off period

Please contact me as soon as possible if you need to cancel. Any amount retained will reflect reasonable losses directly resulting from your cancellation, including services already provided, with no double charging. I will take account of costs saved and any replacement booking, and take reasonable steps to reduce the loss.

I will explain any deduction and refund the remaining balance. A cancellation or missed deadline does not automatically make the entire package payment non-refundable. This policy does not restrict your rights where services are not supplied as agreed or are not provided with reasonable care and skill.

10. Health information and the nature of support

Sleep support provides guidance and education. It does not replace advice, diagnosis or treatment from your GP or another appropriate health professional, and it is not an emergency service. Do not wait for a support reply if urgent medical help is needed.

Please provide accurate information about your child’s sleep, relevant health conditions and professional advice, and tell me about changes that may affect the support. We will assess suitability individually. If medical advice or another service is needed, we will discuss this before proceeding or continuing. If I cannot provide suitable support, I will refund services not provided; if no services have begun, you will receive a full refund.

Children and families respond differently, so I cannot guarantee a particular sleep outcome or a result by a particular date. I remain responsible for providing the agreed services with reasonable care and skill. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or anything the law does not allow to be excluded, or limits your statutory consumer rights.

11. Using your sleep plan

Your personalised plan is for your own family. You may share it with your child’s other parent, carers and relevant health professionals for your child’s care. Please do not sell it, publish it, distribute it publicly or use it as a programme for other families without my permission.

12. Respectful communication and ending support

Please communicate respectfully. Serious abuse, threats or harassment may make it necessary to suspend or end support. Where appropriate, I will explain the concern and give an opportunity to resolve it; serious threats may require immediate action.

If support ends, I will explain the reason and account fairly for any services provided and any refund due. Ending support does not automatically entitle me to keep payment for all unused services and does not remove your statutory rights.

13. Privacy and concerns

Your information is handled as described in the Privacy Policy. Please contact me at sophie@yoursleepfamily.com if you have a concern about your service or wish to make a complaint, so that we can discuss what happened and an appropriate resolution.

14. Changes and your agreement

The version accepted at booking applies to your package. Future website updates do not automatically change existing bookings. Any agreed change to your package or dates will be confirmed in writing. These terms do not override your statutory rights.

Please save or print a copy for your records. Your booking confirmation will identify the package, agreed dates and applicable terms.

Model cancellation form

Complete and send this only if you wish to cancel your contract.

To: Sophie Feast trading as Your Sleep Family, 38 Eastwood Street, London SW16 6PX, United Kingdom. Email: sophie@yoursleepfamily.com.

I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:
Package:
Ordered on / booking date:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Delete wording that does not apply.