Terms and Conditions

These terms explain the basis on which Doze Sleep Coaching Ltd provides sleep coaching, consultations, written plans, follow-up support and digital products. Please read them before booking or purchasing. By placing an order, you agree to these terms.

Nothing in these terms limits any legal rights that cannot lawfully be limited, including your rights under applicable consumer law.

1 About us and how to contact us

Doze Sleep Coaching Ltd is a company registered in England and Wales under company number 13009646. Our registered office is 20–22 Wenlock Road, London, N1 7GU. In these terms, “Doze”, “we”, “us” and “our” mean Doze Sleep Coaching Ltd.

You can contact us at chloe@dozesleepcoaching.com. We will normally contact you using the email address or telephone number provided when you book.

2 Who may book

You must be at least 18 years old and legally capable of entering into a contract. You may book for your own family or with the authority of the child’s parent or legal guardian. Our services are intended for private, personal use and not for resale or professional reliance.

We accept UK and international clients. If you live outside England and Wales, mandatory consumer protections in your country or region may also apply.

3 Our contract with you

The description, price and inclusions displayed on the relevant sales or booking page form part of the contract. If there is any conflict, the order confirmation and the service description shown when you booked take priority over general promotional material.

Your order is an offer to purchase. A contract is formed when we send written confirmation accepting your booking or order. We may decline an order before acceptance, for example if the service is unsuitable, we lack capacity, or payment has not been authorised. If payment has already been taken, it will be returned.

Your consultation or support may be delivered by Chloe or another suitably trained member of the Doze team. We may substitute a coach where reasonably necessary. We will remain responsible for providing the contracted service with reasonable care and skill.

4 Services and package inclusions

We provide tailored educational and coaching support relating to children’s sleep. The exact inclusions, duration, consultation length, delivery times and follow-up entitlement are those stated on the sales page and in your order confirmation.

4.1 Current one-to-one services

Troubleshoot Call: preliminary sleep assessment and a consultation. It does not include a written plan or follow-up support unless expressly added to the booking.

Sleep Plan Package: preliminary sleep assessment, consultation, bespoke written sleep plan and the stated number of check-in emails. Unless agreed otherwise, the follow-up period begins when the plan is delivered and expires three months later.

Complete Sleep Support Package: preliminary sleep assessment, consultation, bespoke written sleep plan and three weeks of WhatsApp support. Unless agreed otherwise, the support period begins when the plan is delivered.

Specialist or other packages: the inclusions and support period are those stated on the relevant sales page or order confirmation. Where a package states four weeks or another period, that stated period applies.

We may update or rename packages from time to time. Changes do not reduce the service already purchased by an existing client.

4.2 Plans and delivery

Where a written plan is included, we aim to deliver it within the timeframe stated at booking, normally within 48 hours after the consultation once we have all information reasonably required. This is an aim rather than a guarantee that time is of the essence. We will tell you if an unexpected delay occurs.

5 Fees and payment

The price payable is the price displayed and confirmed at checkout. Prices include any applicable UK taxes unless stated otherwise. You must pay in full at booking unless an instalment or third-party payment option is offered at checkout.

Third-party payment options, such as PayPal Pay in 3, are provided under the payment provider’s own terms. Your obligations to that provider are separate from this contract. A payment plan does not make each instalment a separate purchase and does not extend any cancellation period.

If a payment is reversed, declined or overdue, we may pause delivery or support after giving reasonable notice. You remain responsible for sums properly due for services already provided, subject to your legal rights.

6 Our cancellation and rescheduling policy

6.1 Digital guides and other immediate downloads

Digital guides and other downloadable content are supplied immediately where the checkout says so. No refunds can be given one product has been sent and received.

6.2 Cancellation or rescheduling by you

You may cancel or reschedule a consultation by emailing us at least three full calendar days before its scheduled start time. If you do so and no substantive preparatory service has begun, we will offer a rescheduled appointment or a refund.

If you give less than three full calendar days’ notice, do not attend, or are too late for the consultation to be completed, the consultation fee is non-refundable and the appointment may be treated as used. We may offer a replacement appointment at our discretion, particularly in genuine emergencies.

A consultation may normally be rescheduled once. Repeated rescheduling may be treated as a cancellation, provided this is fair in the circumstances.

6.3 Cancellation or rescheduling by us

If we need to cancel or reschedule because of coach illness, emergency or another operational issue, we will offer a suitable alternative as soon as reasonably possible. If we cannot provide a reasonable alternative, you may receive a refund for the part of the service not provided. We are not responsible for additional indirect costs arising from a rescheduled appointment, except where the law requires otherwise.

7 Follow-up support

7.1 Support windows and expiry

Your support entitlement is limited to the channel, number of contacts and period included in your package. Unless we agree otherwise in writing, a three-week or three-month support period begins on the date your written plan is delivered. Other stated package periods apply as confirmed at booking.

Support must be used within that period. Unused messages, check-ins, calls or days expire at the end of the support window, cannot be carried forward or transferred, and are not refundable. This is because we reserve coach capacity for you throughout the full period whether or not you contact us.

7.2 WhatsApp support

Our usual WhatsApp working hours are 9.00 am to 5.00 pm UK time, Monday to Friday, excluding UK public holidays and notified leave. During those hours, we reply as soon as reasonably possible around pre-booked calls and other client work. We do not guarantee an immediate response. Replies outside those hours are unpredictable, entirely discretionary and do not create an ongoing expectation of out-of-hours availability.

You may send text messages, images, sleep logs and voice notes. There is no fixed voice-note limit, but information should remain reasonably focused so that we can respond effectively. WhatsApp is not monitored as an emergency service.

7.3 Email support

Where email support is included, we aim to reply within 24 to 48 hours during Monday to Friday working days. Weekends, UK public holidays, notified leave and time-zone differences are not counted in that aim. Check-in emails must be used within the stated support period.

7.4 Scope of follow-up

Follow-up support is for questions, reasonable troubleshooting and adjustments connected to the child and sleep issues assessed under the purchased package. It does not include unlimited reassessment, support for another child, unrelated medical or parenting advice, a new written plan after a material change, or additional calls unless expressly included. We may recommend a new service where the issue falls outside the original scope.

8 Pausing support

We may agree to pause support for illness, holiday, family emergency or another reasonable barrier to implementation. A pause is not automatic: you should contact us as soon as possible and obtain written confirmation of the pause and revised end date. We will act reasonably, taking account of coach availability and the package purchased.

Unless otherwise agreed, no active coaching is provided during a pause. A pause does not create a right to a refund and cannot be used indefinitely. If circumstances prevent meaningful continuation for a prolonged period, we may agree a revised service, credit or other fair resolution at our discretion and subject to your statutory rights.

9 Your responsibilities

To enable us to provide the service, you agree to:

• provide accurate, complete and timely information, including questionnaires, sleep logs and relevant medical, developmental, feeding or safeguarding information;

• tell us promptly if information changes or if your child becomes unwell;

• attend appointments on time and participate respectfully;

• decide which recommendations are appropriate for your family and supervise your child at all times;

• follow current safe-sleep and medical guidance applicable where you live, and seek advice from an appropriately qualified healthcare professional where needed;

• use support reasonably and only for the child and purpose included in the booking; and

• ensure that any other caregiver implementing the plan understands the recommendations and safety requirements.

You remain responsible for all parenting decisions and for the child’s health, safety and wellbeing. If you choose not to follow all or part of a plan, tell us so that we can support you appropriately; you will not be judged or required to use a method that feels unsuitable.

10 Our responsibilities

We will provide the purchased service with reasonable care and skill, use the information available to tailor our recommendations, communicate respectfully, and work collaboratively within the scope of the package. We will not require you to leave your child to cry alone.

We will keep appropriate professional boundaries, protect personal information in accordance with our Privacy Policy, and tell you when an issue appears to require medical or other specialist input. We may refuse to recommend or support a practice that we reasonably believe is unsafe, unlawful or outside our competence.

11 Medical and safety disclaimer

Sleep coaching is educational and supportive. It is not medical diagnosis, treatment, psychotherapy, emergency care, or a substitute for advice from a GP, paediatrician, health visitor, midwife, dietitian or other regulated professional. Doze does not diagnose reflux, sleep apnoea, allergies, iron deficiency, feeding disorders, neurodevelopmental conditions or any other medical condition.

Tell an appropriate healthcare professional about symptoms or concerns, including breathing difficulties, unusual pauses in breathing, persistent snoring, poor weight gain, feeding difficulties, significant lethargy, pain, or any acute change in your child’s health. In an emergency, contact your local emergency service.

Recommendations about routines, settling, feeding, night weaning, bed-sharing or sleep environments must be considered alongside current official guidance and any individual medical advice. For international clients, local safety guidance, product standards and healthcare pathways may differ from those in the UK.

12 Outcomes and implementation

Every child and family is different. Sleep is affected by development, temperament, health, environment, family circumstances and many other factors. We do not promise that a child will sleep through, settle independently, stop waking, follow a particular routine, or achieve a result within a particular time.

Examples, testimonials and case studies illustrate individual experiences and are not guarantees. A lack of a particular outcome is not, by itself, evidence that the service was not supplied with reasonable care and skill.

13 Intellectual property and permitted use

All guides, plans, handouts, recordings, templates, graphics, written recommendations and other materials supplied by Doze remain owned by Doze or its licensors. We grant you a personal, non-exclusive, non-transferable licence to use them for your own household.

You must not publish, sell, reproduce, distribute, upload, teach from, adapt for commercial use, or share materials outside your household without prior written permission. You may share relevant extracts privately with a healthcare professional or childcare provider involved with your child where reasonably necessary, provided confidentiality and copyright are respected.

You may not record a consultation or support interaction without the prior agreement of everyone involved.

14 Privacy and confidentiality

We process personal information as described in our Privacy Policy at https://dozesleepcoaching.com/privacy-policy/. You agree that we may use the information you provide to deliver the service, keep appropriate records, administer payment and communicate with you.

Please avoid sending information that is not necessary for the service. Messaging and video platforms involve third-party services and carry their own security and privacy risks. We will never publish your name, child’s information, messages, photographs, testimonial or case study without an appropriate lawful basis and, where required, your permission.

Confidentiality may be limited where disclosure is required by law or reasonably necessary to protect a child or another person from serious harm.

15 Respectful communication and ending support

We may pause or end a service if a client behaves abusively, threateningly, discriminatorily or in a way that makes safe and professional delivery impracticable; repeatedly misuses support; asks us to act unlawfully or unsafely; or materially breaches these terms. Where appropriate, we will explain the concern and allow a reasonable opportunity to correct it.

If we end the contract because of your material breach, any refund will reflect the service already provided and losses reasonably incurred, subject to consumer law. If we end it for reasons not caused by you, we will refund the part not provided.

16 Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of your statutory consumer rights.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, arises from inaccurate or withheld information, results from your decision not to follow advice or to use it in a way we did not recommend, or is caused by an event outside our reasonable control, except where the law says otherwise.

Our services are for domestic and private use. We are not liable for business losses, including loss of profit, revenue, business opportunity or goodwill. Subject to the liabilities that cannot lawfully be limited, our total liability arising from a particular booking will not exceed the total amount paid for that booking. This cap does not reduce any remedy that consumer law requires us to provide.

17 Events outside our reasonable control

Neither party is responsible for delay or failure caused by events outside their reasonable control, including serious illness, bereavement, widespread technology or telecommunications failure, natural disaster, government restriction or industrial disruption. The affected party should notify the other as soon as reasonably possible. We will try to rearrange the service or agree a fair alternative. If performance becomes impossible or is delayed substantially, either party may end the affected part of the contract and any refund will reflect services already supplied.

18 Complaints and problems with the service

If you are dissatisfied, contact chloe@dozesleepcoaching.com as soon as possible with your name, booking details and a description of the issue. We aim to acknowledge complaints within two working days and provide a substantive response within 14 days where reasonably possible.

If a service has not been supplied with reasonable care and skill or does not match what was agreed, you may have legal rights to repeat performance, a price reduction or another remedy. We will not exclude those rights.

19 Changes to these terms or the service

We may update these terms for future bookings. The version accepted when your contract was formed will continue to govern that booking unless a change is required by law or you agree otherwise. We may make reasonable operational changes that do not materially reduce the service, including changing platforms or coach allocation.

20 General legal terms

You may not transfer your contract or support entitlement to another person without our written agreement. We may transfer our rights and obligations to another organisation only where this does not reduce your rights.

If a court finds part of these terms unlawful, the remaining parts continue in effect. A delay in enforcing a right is not a waiver of that right. This contract is between you and Doze; no other person has a right to enforce it, except where legislation provides otherwise.

22 Governing law and jurisdiction

These terms and the contract are governed by the law of England and Wales. If you live in England or Wales, the courts of England and Wales will have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. If you live elsewhere, this clause does not deprive you of mandatory protections or rights to bring proceedings that apply in your usual country of residence.