Terms & Conditions
Please read the following important terms and conditions before you buy anything on our website and check that they contain everything you want and nothing that you are not willing to agree to.
Summary of some of your key rights:
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that in most cases, you can cancel within 14 days. If you agree the services will start within this time, you may be charged for what you’ve used.
The Consumer Rights Act 2015 says:
you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;
if a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable;
if a time hasn’t been agreed upfront, it must be carried out within a reasonable time.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.
The information in this summary box summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully.
This contract sets out:
- your legal rights and responsibilities;
- our legal rights and responsibilities; and
- certain key information required by law.
In this contract:
- ‘we’, ‘us’ or ‘our’ means Sleeping Bunnies Ltd; and
- ‘you’ or ‘your’ means the person using our site to buy services from us.
If you have any questions about this contract or any orders you have placed, please contact us by:
- sending an email to email@example.com; or
- filling out and submitting the online contact form available here: https://sleeping-bunnies.co.uk/contact/; or
- calling us on 07821 851941 (our telephone lines are open Monday to Friday: 9 am to 5 pm, excluding bank or public holidays in England).
Do you need extra help?
If you would like this contract in another format (for example: audio, large print, braille) please contact us using the contact details at the top of this page.
Who are we?
We are Sleeping Bunnies Ltd, a company registered in England and Wales under company number: 13464919.
Our registered office is at: Sleeping Bunnies Ltd, PO Box 863, CHICHESTER, PO19 9YS
The details of this contract will not be filed by us. Please print out or save a copy of this contract for your records as we will not save a copy for you.
1.1 If you buy services on our site you agree to be legally bound by this contract.
1.2 These terms and conditions apply only if you are buying services on our site as a consumer (ie for purposes outside of your business, craft or profession).
1.3 This contract is only available in English. No other languages will apply to this contract.
1.4 When buying any services on our site you also agree to be legally bound by
1.4.1 our website terms and conditions and any documents referred to in them; and
1.4.2 extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you one month’s notice. You can end this contract at any time by giving one month’s notice if we tell you extra terms apply. In those circumstances, we will refund you less any costs we have incurred prior to you notifying us that you want to end the contract plus a reasonable amount to represent our loss of profit.
All of the above documents form part of this contract as though set out in full here.
2 Information we give you
2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
2.1.1 click on the ‘key information’ button;
2.1.2 read the acknowledgement email (see clause 4.3); or
2.1.3 contact us using the contact details at the top of this page.
2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).
2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
3 Your privacy and personal information
4 Ordering services from us
4.1 Below, we set out how a legally binding contract between you and us is made.
4.2 You place an order on the site by selecting a date for the consultation, and completing the online form. Please read and check your order carefully before submitting it. You will be able to correct any errors before submitting your order to us.
4.3 When you place your order at the end of the online checkout process (eg when you click on the ‘pay now’ button), we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted by us.
4.4 We may contact you to say that we do not accept your order. This is typically for the following reasons:
4.4.1 we cannot carry out the services (this may be because, for example, we have a shortage of staff);
4.4.2 we cannot authorise your payment;
4.4.3 you are not allowed to buy the services from us;
4.4.4 we are not allowed to sell the services to you; or
4.4.5 there has been a mistake on the pricing or description of the services.
4.5 We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
4.5.1 a legally binding contract will be in place between you and us; and
4.5.2 we will provide the services as agreed during the online checkout process.
4.6 If you are under the age of 18 you may not buy services from the site.
5 Check-ins and telephone appointments
5.1 After your initial consultation with one of our Sleep Coaches, you will be asked to book follow-up appointments with a Sleep Coach twice per week for up to four weeks after the initial consultation, known as ‘check-ins’ and up to four telephone calls. You must keep to these appointments and telephone calls, and can only alter or cancel the appointments or telephone calls in accordance with the other provisions of these terms and conditions.
6 Limitations on our services
6.1 Each and every child is different, and so while our Sleep Coaches will provide tailored advice with the aims of improving the sleeping patterns for your child, your child might not respond to the advice as intended. By purchasing our services, you acknowledge that we do not in any way guarantee that your child will sleep better as a result of the advice we provide as part of our services.
6.2 From time to time, we may provide general advice to the public on our website, our social media platforms, or by other means. This is general advice, and may not be appropriate in your child’s and your circumstances, and we exclude any liability to the full extent the law permits if you implement any general advice we put in the public domain instead of specific advice provided by one of our Sleep Coaches as part of the services. Please see clause 18 for more information.
6.3 Our Sleep Coaches will often not be present, either in person or online, when you are implementing the advice we provide as part of our service with your child. You acknowledge that all advice provided as part of our services is provided on the understanding that you, and anyone else who assists you with implementing the advice, will exercise reasonable care, skill and judgment. We exclude any liability to the full extent the law permits if you, or anyone else who assists you with implementing the advice, fail to exercise reasonable care, skill and judgment when implementing the advice. Please see clause 18 for more information.
6.4 Our services are not medical advice, and so you should not ignore any medical advice you have been provided in relation to your child if it contradicts any advice we have provided. You should also not delay seeking medical advice for your child if you think it is necessary.
6.5 You are responsible for ensuring that your child is safe while sleeping, and we recommend that you follow the advice of The Lullaby Trust, a charity registered in England and Wales, which aims to promote safe sleeping practices for children. The Lullaby Trust’s website is https://www.lullabytrust.org.uk/.
7 Promotion of our service
7.2 If you consent to our using your child and you in our promotional material, please tick the relevant tick box on our order page. Once you have given your consent, you may withdraw it at any time by contacting us (see our contact details above), and we will withdraw any promotional material which includes your child and you within a reasonable period of time after we receive your request to withdraw consent.
8 Wellbeing of our Sleep Coaches
8.1 We ask that you are polite and courteous to our Sleep Coaches at all times while performing our services.
8.2 If any of our Sleep Coaches feel threatened, intimidated or uncomfortable at any point, we reserve the right to:
8.2.1 re-arrange your remaining appointments for our services with a different Sleep Coach; or
8.2.2 cancel our services with you with immediate effect by giving you notice.
8.3 If we re-arrange your remaining appointment for our services with a different Sleep Coach, these appointments may not necessarily be on the same days and at the same times as the appointments had previously been scheduled.
8.4 If we cancel this contract in accordance with this clause 8, we will reimburse to you all payments received from you except you must pay us:
8.4.1 for the services we provided up to the time we notify you that we are cancelling this contract, which will be an amount in proportion to the services performed up to that point in comparison with the full price under this contract; or
8.4.2 the full price under this contract, if you lost your right to cancel this contract because the services were fully performed (ie the work was completed) during the cancellation period.
8.5 We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
8.6 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
9 Rescheduling an appointment
9.1 In exceptional circumstances, our Sleep Coach may not be able to attend an appointment with you. If this happens, we will notify you as soon as possible, and offer you an alternative appointment, either with the same Sleep Coach or another Sleep Coach, at no additional charge.
10 Right to cancel
10.1 You have the right to cancel this contract within 14 days without giving any reason. However, you do not have the right to cancel if you requested for us to start providing the services during the cancellation period and the services are fully performed (ie the work is completed) during this period. This is further explained in clauses 8.5 and 8.6 below.
10.2 The cancellation period will expire after 14 days from the day of the conclusion of the contract.
10.3 To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (eg a letter sent by post or email) using the contact details at the top of this page. You may use the model cancellation form available here https://sleeping-bunnies.co.uk/model-cancellation-form/ but it is not obligatory.
10.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
10.5 We will not start providing the services during the 14-day cancellation period unless you ask us to. When you place an order for services, you will be given the option to tick a box to request for us to start providing the services during the cancellation period. By ticking the box, you acknowledge that you will lose your right to cancel this contract once the services are fully performed (ie the work is completed). If you do not tick the box, we will not be able to start providing the services to you until the cancellation period has expired. We are not obliged to accept your request.
10.6 This means that if you requested for us to start providing the services during the cancellation period and the services are fully performed (ie the work is completed) during this period, you lose your right to cancel and will be required to pay the full price under this contract even if the cancellation period has not expired.
10.7 This does not affect the rights you have if your services are faulty. A summary of these rights is provided at the top of this page. See also clause 16 below.
11 Effects of cancellation
11.1 If you cancel this contract, we will reimburse to you all payments received from you unless you requested for us to start providing the services during the cancellation period, in which case you must pay us:
11.1.1 for the services we provided up to the time you told us that you want to cancel this contract, which will be an amount in proportion to the services performed up to that point in comparison with the full price under this contract; or
11.1.2 the full price under this contract, if you lost your right to cancel this contract because the services were fully performed (ie the work was completed) during the cancellation period.
11.2 We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
11.3 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
12 Cancellation of an appointment
12.1 If you are unable to attend an appointment, you must notify us at least 48 working hours in advance by phone or email. We will act reasonably to try to re-arrange that appointment with you.
12.2 If you cancel an appointment with less than two clear working days’ notice (a working day is any day other than a Saturday, Sunday or bank or public holiday in England), or fail to attend an appointment, we reserve the right to withhold 50% of the cost of the appointment from any reimbursement we pay you. This is to cover any fees or costs we have incurred. The cost of the appointment will a proportional sum of the full price of this contract in the same proportion that the appointment is to the services under this contract as a whole.
13 Carrying out of the services
13.1 We will carry out the services by the time or within the period agreed during the online checkout process and as set out in the Confirmation Email (see clause 4.5). If you and we have agreed no time or period, we will carry out the services within a reasonable time.
13.2 Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can start or restart the services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to start or restart the services as soon as those events have been fixed.
14.1 We accept the following credit cards and debit cards: Visa and Mastercard. We do not accept cash or cheques.
14.3 Your credit card or debit card will only be charged when we have confirmed the initial appointment.
14.4 All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via:
14.4.1 Verified by Visa: https://www.visa.co.uk/products/visa-secure.html; or
14.4.2 Mastercard®SecureCodeTM: https://www.mastercard.co.uk/en-gb/personal/safety-security/identity-check.html
14.5 If your payment is not received by us in accordance with clause 14.3, we may charge interest on any balance outstanding at the rate of four percentage points per year above Barclays Bank UK plc’s base rate.
14.6 Nothing in this clause affects your legal rights to cancel the contract during the cancellation period as set out in clauses 10 and 11.
14.7 All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate.
15 Nature of the services
15.1 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’). The services that we provide to you must be carried out with reasonable care and skill. In addition, where no time period has been agreed upfront for the provision of the services, we must carry out the services within a reasonable time.
15.2 We are under a legal duty to supply you with services that are in conformity with this contract.
16 Faulty services
16.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this page. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
16.1.1 contact us using the contact details at the top of this page; or
16.1.2 visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
16.2 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
16.3 If the services we have provided to you are faulty, please contact us using the contact details at the top of this page.
17 End of the contract
If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.
18 Limitation on our liability
18.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
18.1.1 losses that were not foreseeable to you and us when the contract was formed;
18.1.2 losses that were not caused by any breach on our part;
18.1.3 business losses; or
18.1.4 losses to non-consumers.
19 Third party rights
No one other than a party to this contract has any right to enforce any term of this contract.
20.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the services we have provided or any other matter, please contact us as soon as possible using the contact details set out at the top of this page.
20.2 Our Complaint Handling Policy can be accessed here https://sleeping-bunnies.co.uk/complaints-policy/
20.3 If a dispute cannot be resolved in accordance with our Complaint Handling Policy or you are unhappy with the outcome, you may want to use alternative dispute resolution (ADR). ADR is a process for resolving disputes between you and us that does not involve going to court.
20.4 You can submit your dispute to Centre for Effective Dispute Resolution (CEDR) by going to https://www.cedr.com/. CEDR is the ADR provider we use and is approved by the government to provide ADR services.
20.5 If you do not wish to use ADR or are unhappy with the outcome of ADR, you can still bring court proceedings.
20.6 The laws of England and Wales apply to this contract, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
20.7 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.