Refund Policy & Complaints Procedure

Refund Policy

All package costs are final. We generally do not offer refunds.

However, refunds may be considered in exceptional circumstances, such as when a service cannot be provided due to an issue on our end. Each request is reviewed individually, and approval is not guaranteed.

If approved, refunds will be issued using the original payment method where possible.

Complaints Procedure

Your Right to Complain

We are committed to providing high-quality antenatal education and postnatal support services. If you are dissatisfied with any aspect of our service, you have the right to make a complaint directly to us.

Complaints may be submitted by any method through which you have communicated with us.

Acknowledgement of Complaints

All complaints will be acknowledged within 30 calendar days of receipt.

Communication During the Complaint Process

We will normally contact you using the same method by which you made your complaint, unless you request otherwise.

Where appropriate, we may seek additional methods of contact to assist with the efficient investigation and resolution of your complaint.

Keeping You Informed

We will keep you informed of the progress of your complaint throughout the investigation process and will notify you of any significant developments or delays.

Resolution

We will investigate your complaint fairly, impartially, and confidentially. We will seek to achieve a satisfactory resolution as quickly as possible and without undue delay.

Where appropriate, resolution may include:

An explanation of what occurred
An apology
Clarification of any misunderstanding
Corrective action
Review of procedures or practices
Service improvements

If additional time is required to investigate the complaint fully, we will explain the reasons and provide an updated timeframe.

Complaint Records

A record of all complaints and their outcomes will be maintained securely and in accordance with our data protection obligations.