Terms and Conditions

At Hello Sleep, we strive to provide the best possible service and support to our clients. Please read these Terms and Conditions carefully before purchasing a Hello Sleep support package, troubleshoot call, digital guide, or using this website.

By purchasing from Hello Sleep or using this website, you agree to the terms outlined below.

Cancellation and Refunds

If you need to cancel your appointment, please notify Hello Sleep more than 14 working days prior to your consultation and you will receive a full refund, less any transaction fees.

Cancellations made less than 14 working days prior to a consultation are not eligible for a refund.

Due to the personalised and coaching-based nature of sleep support, Hello Sleep does not offer refunds for change of mind, dissatisfaction with results, or where a client chooses not to complete or follow the agreed plan. Sleep outcomes vary between families and are influenced by many factors outside Hello Sleep’s control.

This does not affect any rights you may have under the Consumer Guarantees Act or other applicable New Zealand law.

Rescheduling

Hello Sleep understands that sickness and unexpected events happen. If you need to reschedule your consultation or sleep support start date, please contact Hello Sleep as soon as possible.

Rescheduling may be offered at Hello Sleep’s discretion and will depend on availability. If a package is rescheduled by agreement between the client and Hello Sleep, the client remains bound by the cancellation and refund terms outlined above.

In the event of sickness, a critical event, or circumstances outside either party’s control, Hello Sleep may reschedule the consultation or support period where appropriate.

Conditions of Sleep Support

Hello Sleep provides personalised sleep education and support based on the information provided by the client. Individual results vary and depend on many factors, including your child’s age, temperament, health, feeding, sleep environment, family circumstances, consistency, parental preferences, communication, and how the plan is implemented.

Many families notice improvements within 10–14 days, however this timeframe is not guaranteed. Sleep progress depends on your child’s age, temperament, health, feeding, family circumstances, consistency, and the approach chosen.

Your personalised sleep plan is designed specifically for your child and family. It is for your personal use only and must not be shared with others, copied, distributed, or used for another child or family.

Any changes the client makes to their child’s sleeping, settling, feeding, or routine arrangements are the client’s decision. Hello Sleep may provide suggestions and guidance, but the client is responsible for deciding whether or not to implement these suggestions.

It is the client’s responsibility to ensure their child is healthy and thriving before commencing sleep support. Clients are responsible for providing accurate and complete information about their child’s sleep, feeding, health, development, medications, supplements, and family circumstances.

Clients should seek medical advice before commencing sleep support if their child has any medical conditions, feeding concerns, growth concerns, reflux, allergies, breathing concerns, developmental concerns, or any other health-related issues.

Hello Sleep provides general sleep education and personalised sleep support. Hello Sleep does not provide medical advice, diagnosis, treatment, lactation advice, nutrition advice, allergy advice, reflux advice, or mental health support. Clients should always seek advice from their GP, midwife, Plunket nurse, paediatrician, lactation consultant, dietitian, or other qualified health professional for any health, feeding, growth, allergy, reflux, breathing, medication, developmental, or safety concerns.

Hello Sleep may recommend pausing, delaying, or adjusting support if there are concerns around illness, feeding, growth, reflux, allergies, parental wellbeing, safety, or a child’s readiness for sleep changes. In these cases, Hello Sleep will work with the client to determine appropriate next steps.

Clients are responsible for following safe sleep guidance relevant to their country or region and for seeking medical advice where needed. Hello Sleep will always encourage safe sleep practices and may recommend pausing support where safety or health concerns need to be addressed first.

Communication During Support

For packages that include WhatsApp support, support is available Monday to Friday, 8:30am–4pm, excluding public holidays.

Messages are responded to as soon as practical during support hours. Hello Sleep does not provide emergency, overnight, or immediate-response support.

It is the client’s responsibility to send sleep and feed log information as requested so Hello Sleep can provide feedback and guidance. If Hello Sleep does not receive updates from the client, it will be assumed that no additional support is required at that time.

Open and honest communication is important throughout the support period. Please keep Hello Sleep informed about your child’s progress, any challenges you are experiencing, and any changes to your child’s health, feeding, routine, or family circumstances.

Troubleshoot Calls

Payment is required in full before a troubleshoot call is booked. Once payment has been received, Hello Sleep will be in contact to arrange a suitable time for the call.

Troubleshoot calls are non-refundable for change of mind once booked.

Troubleshoot calls do not include follow-up support unless otherwise stated.

Hello Sleep Digital Guides

Because digital guides are delivered electronically and can be accessed immediately, purchases are non-refundable for change of mind.

Your purchase is for personal use only. Please do not share, forward, copy, resell, upload, distribute, or use the guide publicly.

The information provided in Hello Sleep digital guides is general in nature and does not replace medical advice. Always consult your GP, midwife, Plunket nurse, paediatrician, lactation consultant, dietitian, or other qualified health professional for any health, feeding, growth, allergy, reflux, breathing, medication, developmental, or safety concerns.

This does not affect any rights you may have under the Consumer Guarantees Act or other applicable New Zealand law.

Disclaimers

Hello Sleep provides sleep education, routine guidance, and personalised sleep support for families. Support may include sleep plans, consultation calls, WhatsApp support, troubleshooting, and digital guides.

Hello Sleep does not guarantee a specific sleep outcome and does not provide medical, mental health, lactation, nutrition, allergy, reflux, or emergency advice.

Hello Sleep follows evidence-informed sleep, feeding, and safe sleep guidance where relevant. Any information provided by Hello Sleep is general in nature and should not replace advice from your GP, midwife, Plunket nurse, paediatrician, lactation consultant, dietitian, or other qualified health professional.

This website may provide links or references to other websites. Hello Sleep is not responsible for the content, accuracy, or availability of those external sites. Any links are provided for convenience only.

Hello Sleep uses reasonable efforts to provide accurate and up-to-date information during consultations and on this website, but makes no guarantees as to the completeness, accuracy, or suitability of the information provided.

Hello Sleep shall not be liable for any loss or damages, including direct, indirect, special, or consequential loss, resulting from the client’s access to, or inability to access, this website, or from the client’s reliance on any information provided on this website or by Hello Sleep.

Privacy

Hello Sleep collects personal information that is reasonably required to provide our services. This may include your name, email address, phone number, your child’s name and age, sleep history, feeding information, health information, medical history, medications, supplements, family circumstances, and sleep or feed logs.

This information is collected so Hello Sleep can provide sleep education, personalised support, communication, booking, payment processing, and follow-up where applicable.

Hello Sleep treats your personal information as confidential and will only use it for the purpose of providing services, communicating with you, managing bookings, and meeting any legal or business obligations.

Your information will not be sold or shared with third parties for marketing purposes. Information may only be shared where required by law, with your consent, or where necessary to provide the service.

You have the right to request a copy of the personal information Hello Sleep holds about you and to ask for it to be corrected if you believe it is wrong. To request access or correction, please contact fran@hellosleep.co.nz.

Changes to These Terms

Hello Sleep reserves the right to update or modify these Terms and Conditions at any time. Any changes will be posted on this page. Please review this page periodically for any updates or changes.