Booking Policy

Purpose

Life with a baby can change quickly. This policy explains how to move or cancel your appointment in a way that is fair and compassionate while protecting the time set aside for your consult.

How to reschedule or cancel

Please contact Happy Latch as soon as you can if you need to change your booking.
Email: hello@happylatch.com.au
If you booked online, you can also use the links in your confirmation email where available.

Summary

If you need to move your appointment, I will always do my best to help. Please give as much notice as you can so I can offer the time to another family.

Rescheduling Policy

More than 24 hours’ notice:
You are welcome to reschedule at no charge.

Within 24 hours:
One illness related reschedule per booking is free. Otherwise a 50% fee applies to help cover the reserved time.

If I need to reschedule:
Hospital duties sometimes shift at short notice. I will offer the next available times that suit you or a full refund if nothing works.

Cancellation Policy

More than 48 hours’ notice:
Full refund.

24 to 48 hours’ notice:
50% fee.

Less than 24 hours or no show:
Full fee. If you or your baby are unwell, please tell me. Illness related cancellations are handled with care and I will do my best to find another time.

Late arrivals

I will always use your remaining time well. If I have no booking after yours, I will extend the session where possible. If I am running late, you will receive the full time booked or a partial refund if that is not possible.

Virtual consult setup and backup plan

Please set your device up hands free so you can use both hands. A stand or a few stacked books works well. If a platform outage or serious connection issue prevents us from proceeding, we will switch to a phone call to create your plan and arrange a short follow up by video at no charge.

Follow up

Every initial consult includes 7 days of email support for brief questions and one scheduled 10 minute check in during business hours. You can add Extended Support if you would like more contact.

Travel and access

In home visits include travel within Golden Plains Shire, Greater Geelong, the Bellarine Peninsula, and the Surf Coast during the introductory phase. Please let me know about parking, pets, or access needs so the visit is smooth for everyone.

Fees and payment

A 50% deposit is required to secure your booking, unless otherwise agreed. The remaining balance is payable at the conclusion of your consultation.

You will receive a paid invoice that may be submitted to your private health fund if your policy allows. Independent IBCLC services are not currently eligible for Medicare rebates.

Safety and clinical scope

Happy Latch provides lactation care and education. It is not a substitute for medical care. If your baby shows signs of dehydration, breathing difficulty, persistent fever, very low output, sudden weight loss, or poor responsiveness, please seek medical care first. Once your baby is safe and stable, I am here to help with a clear feeding plan.

Privacy and respect

Your comfort and privacy come first. Sessions are conducted with discretion and cultural sensitivity. I do not record sessions. Any information you share is kept confidential in line with Australian privacy expectations for health services.

Refund method and timing

Approved refunds are returned to the original payment method. Processing times depend on your bank or card provider.

Force majeure

If a consult cannot proceed due to events outside either party’s control, such as extreme weather, power outage, or local emergency, fees will be waived or the session will be moved without penalty.

Last updated

November, 2025