1. About these terms

1.1 These terms and conditions (Terms) are an agreement between you and Family Centred Sleep ABN 90 529 473 237 (we, us, our). They apply to every service, program, membership, digital product and gift voucher you buy from us, and to your use of our website at www.familycentredsleep.com, our social media channels, client portal, community spaces and any other place we deliver our services (together, the Platform).

1.2 By ticking the box at checkout, booking a call, paying an invoice or using our services, you confirm that you have read and accept these Terms and our Privacy Policy, that you are at least 18 years old, and that you are the parent, guardian or carer of the child we are supporting. If you do not agree, please do not buy or use our services.

1.3 Where both parents or carers take part in support, the person who pays accepts these Terms on behalf of the household and is responsible for sharing them with anyone else taking part.

1.4 Key terms used in this document:

• Business day means Monday to Friday, excluding public holidays in New South Wales, Australia.
• Business hours means 8am to 5pm Sydney time (AEST or AEDT, whichever is in effect) on a business day.
• Support Period means the period of 1:1 support included in the service you purchased.
• Start Date means the date of your first call with us, unless we agree a different date with you in writing.
• Final Call means the last call included in your Support Period.
• In writing includes email and messages sent through the support channel we have set up for you.
• Your child means the baby or toddler named in your intake form.

2. Our services

2.1 We provide responsive, connection-based sleep support for babies and toddlers, delivered online by phone, video call, message and digital resources. We do not use or recommend cry-it-out methods.

2.2 Our services may include:

• 1:1 Private Support: our core offer of 14 days of private support, including phone or video calls, daily sleep log reviews, message support and a 90-Day Sleep Roadmap.
• Consults and audits: single sessions such as the Right Fit Consult, Strategy Consult and Baby Sleep Audit.
• Group programs: cohort-based programs such as the Sleep Sprint, which run on set dates with limited places.
• Memberships: ongoing paid access to community and member content, such as Sleep Easy.
• Digital products: guides, recordings, workshops and other downloadable or online resources.
• Gift vouchers.

2.3 The inclusions, length, price and format of each service are as described on the Platform or in your invoice at the time you buy. If anything in that description conflicts with these Terms, the description of the specific service applies to that service.

2.4 Every plan we create is personalised to your child and your family, using the information you give us. Its suitability depends on that information being accurate and complete.

2.5 We may update, rename, or stop offering a service at any time. This will not affect any service you have already paid for.

3. Health, safety and medical advice

3.1 We do not give medical advice. Our consultants are not doctors, nurses or allied health professionals acting in that capacity. Nothing we provide is a diagnosis, treatment or substitute for advice from a medical or health practitioner.

3.2 Before support starts, you must tell us in your intake form about any medical, developmental, feeding or health condition your child has, any medication they take, and any concerns raised by a health professional. If your child has a condition that may affect sleep or feeding, we may ask you to get written clearance from your child's doctor before we begin.

3.3 During support, you must tell us promptly if your child becomes unwell, is prescribed new medication, or if a health professional gives you advice that differs from ours. Where medical advice and our suggestions differ, follow the medical advice.

3.4 Safe sleep. You agree to follow the safe sleep recommendations that apply where you live, such as Red Nose Australia in Australia, the Lullaby Trust or NHS in the United Kingdom, and the American Academy of Pediatrics in the United States. If we see something that may be unsafe, we will tell you. You remain responsible for your child's safety, sleep environment and supervision at all times.

3.5 Your decisions. Our plans are suggestions. You choose whether and how to put them in place, and you are responsible for that choice. Please stop and seek medical advice if anything about your child's health or wellbeing concerns you.

3.6 We are not an emergency service. Our messages are answered during business hours only. If your child is unwell or you are worried about their safety, contact your doctor or call emergency services straight away: 000 in Australia, 999 or 111 in the UK, or 911 in the US. In Australia you can also call Healthdirect on 1800 022 222.

3.7 Parental wellbeing. If you are struggling with your own mental health, please speak with your GP or contact PANDA on 1300 726 306 (Australia). We can share support options, and we are not a substitute for professional care.

4. How 1:1 Private Support works

4.1 Intake. After payment you will receive an intake form. Your Start Date is booked once we receive your completed form. Please complete it at least 2 business days before your first call so we can prepare your plan.

4.2 Support Period. Your Support Period runs for 14 consecutive days from your Start Date, including weekends. Your calls, sleep log reviews and message support all happen within this period.

4.3 Messages. We answer messages during business hours. A message sent during business hours is answered by the same time on the next business day at the latest. A message sent outside business hours is treated as received at 8am on the next business day. Messages are not monitored on weekends or New South Wales public holidays.

4.4 Sleep logs. Please send your sleep log every day using the method we set up with you. Logs received by 12pm Sydney time on a business day are reviewed that business day. Logs received after 12pm, or on a non-business day, are reviewed on the next business day. Each review gives you feedback on what to keep, change and watch.

4.5 Calls. Your calls are booked through our scheduling link at times that suit us both. It is your responsibility to choose and confirm your call times within your Support Period. Calls not booked or attended during your Support Period lapse at the end of it, unless your support has been paused under clause 6.

4.6 90-Day Sleep Roadmap. We will email your 90-Day Sleep Roadmap within 2 business days of your Final Call.

4.7 No response. If we have not heard from you for 3 business days during your Support Period, we will try to contact you three times. If you do not reply to any of those attempts, your Support Period continues to run, and it ends on its scheduled date.

4.8 Who we support. Your plan and support are for the child and household named in your intake form only. Support for another child, such as a sibling, needs a separate purchase.

5. The Never Left Guessing Guarantee

5.1 What it covers. Sleep results depend on what happens in your home at 2am. Our support depends on us. So that is what we guarantee. The Never Left Guessing Guarantee applies to 1:1 Private Support. It guarantees the support we provide. It does not guarantee any particular sleep outcome, schedule, number of wake-ups or timeframe for change.

5.2 Our part. During your Support Period we will:

• answer every message within one business day, as set out in clause 4.3;
• review your sleep log every business day, with feedback on what to keep, change and watch, as set out in clause 4.4;
• hold every call as booked, or reschedule it together with you within your Support Period; and
• email your 90-Day Sleep Roadmap within 2 business days of your Final Call.

5.3 Your part. The guarantee applies when, during your Support Period, you:

• send your sleep log every day (missing up to 2 days in total is fine);
• attend your booked calls, or give us at least 24 hours' notice to reschedule; and
• follow the plan as we agree it, and talk to us before making changes to it.

5.4 If we miss our part. If you did your part and we did not meet any item in clause 5.2, you are entitled to one extra week of full support at no cost. The extra week is 7 consecutive days of message support and daily sleep log reviews on the same terms as your Support Period, plus one additional call.

5.5 How to claim. Tell us in writing within 7 days of your Final Call. Email emily@familycentredsleep.com with your name, your Start Date and what was missed. Making a claim costs you nothing. We will reply within 2 business days to confirm your extra week and agree a start date, which must fall within 30 days of our confirmation unless we agree otherwise.

5.6 Limits. The extra week can be claimed once per purchase. It has no cash value and cannot be transferred or exchanged for a refund. We are not treated as having missed our part where the delay was caused by an event outside our reasonable control, such as a widespread internet or platform outage, or where a message or log did not reach us because of a problem on your side. If this happens, we will tell you and catch up as soon as we can.

5.7 Your other rights. The benefits of this guarantee are in addition to your rights and remedies under the Australian Consumer Law and any other law that applies to you (see clause 7.7). Nothing in this clause limits those rights.

5.8 Who gives this guarantee. Family Centred Sleep ABN 90 529 473 237, [business postal address], phone [business phone], email emily@familycentredsleep.com.

6. Flexibility promise: pausing for illness or travel

6.1 If illness (your child's or a parent's) or travel interrupts your Support Period, we will pause your support and extend it by the number of days paused, at no extra cost.

6.2 To pause, tell us in writing as soon as you can, and within 2 business days of the interruption starting. Days before you tell us are not added back unless we agree otherwise.

6.3 Please let us know when you are ready to restart. Paused support must restart within 45 days of the pause starting. If we have not heard from you by then, we will contact you, and if you do not respond within 5 business days, the remaining days of your Support Period lapse.

6.4 A pause also extends the deadlines in clauses 4.6 and 5.5 by the same number of days.

6.5 For other circumstances, such as a family emergency, talk to us. We will always try to find a fair solution.

7. Payment, rescheduling, cancellations and refunds

7.1 Prices. Prices are in Australian dollars and include GST unless stated otherwise. If you pay from outside Australia, any currency conversion or international transaction fees charged by your bank are yours to cover.

7.2 Payment. Payment is due in full when you buy, unless we have agreed a payment plan with you. Payments are processed by third-party payment providers whose terms may also apply. You must use a payment method you are authorised to use.

7.3 Payment plans. If you are on a payment plan, you authorise us to charge each instalment on its due date. If an instalment fails, we will let you know and may pause your service until it is paid. Choosing to stop using a service does not cancel the remaining instalments, except where clause 7.7 applies.

7.4 Rescheduling calls. You can reschedule any call or consult free of charge by giving us at least 24 hours' notice. If you give less than 24 hours' notice or do not attend, the call is treated as held and is not refunded or replaced, although we will try to offer another time where we have availability. If we need to reschedule, we will give you as much notice as we can and offer a new time within your Support Period, or extend your Support Period to fit it in.

7.5 Moving your Start Date. Before your Start Date, you can move it to another date we agree, as long as your support starts within 3 months of purchase.

7.6 Change of mind. We do not provide refunds if you change your mind, including where your circumstances change, your child's sleep improves before or during support, or you decide not to use all of the support included.

7.7 Your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract. Nothing in these Terms excludes, restricts or changes those rights. If you live outside Australia, you also keep any consumer rights under the law of your country that cannot be excluded by agreement.

7.8 Digital products. If we send you the wrong digital product or a download link does not work, tell us and we will send the correct product or a working link at no cost.

7.9 Raising a concern. If you are unhappy with any part of our service, please contact us first so we can work it out with you. We ask that you speak to us before lodging a chargeback with your bank.

8. Memberships, group programs, digital products and gift vouchers

8.1 Memberships. Memberships renew automatically at the end of each billing period, and we will charge your nominated payment method until you cancel. You can cancel at any time before your next billing date through your account or by emailing us. You keep access until the end of the period you have paid for. We do not refund part-periods, except where clause 7.7 applies. We will give you at least 30 days' notice by email of any price change, and you can cancel before it takes effect.

8.2 Group programs. Group programs run on the dates published at the time you buy and have limited places. Live sessions may not be recorded, and if a session is recorded, we will tell you beforehand. If we need to change a program date, we will offer you a place in the next intake or a refund for the unused portion.

8.3 Community spaces. In our memberships, group programs and community spaces you agree to:

• be kind and respectful to other members and to our team;
• keep what other families share confidential, and not screenshot or share it outside the space;
• not promote your own products or services, or give medical advice to other members; and
• remember that comments from other members are their own experience, not advice from us.

We may remove posts, or suspend or remove a member who breaches these rules, in line with clause 10.4.

8.4 Digital products. Digital products are delivered by email or online access link after payment. If you have not received yours within 24 hours, check your spam folder and then email us. Access to online resources may be time-limited where stated at purchase.

8.5 Gift vouchers. Gift vouchers are in Australian dollars, can only be used for our services, and expire 3 years from the date of issue. They cannot be redeemed for cash, and any unused balance stays on the voucher until it expires. Treat the voucher code like cash, as we cannot replace a lost or stolen code. If a voucher does not cover the full price, the balance can be paid by another method.

9. Communication, content and privacy

9.1 How we contact you. By buying a service, you agree that we can contact you by email, SMS, phone and the messaging or portal tools we set up for your support, for anything related to your service. We will only send you marketing emails or texts if you have opted in, and every marketing message will include a way to unsubscribe, such as replying STOP to a text. Standard carrier charges may apply to texts and calls.

9.2 Call recordings. We will not record a call without asking you first. If you agree to a recording, it is used only for your support and stored securely.

9.3 Our content. All plans, guides, roadmaps, videos, workshops, templates, messages and other materials we create (Content) belong to us. We give you a personal, non-transferable licence to use the Content for your own family's use only.

9.4 Please do not share. You must not copy, share, sell, publish, post online or pass on any Content, including your personalised plan, to anyone outside your household. You must not use our Content to create a competing product or service. If you do, we may suspend your access and recover the value of the service involved, in addition to any other rights we have at law.

9.5 Your information. To support you, we collect personal information about you and health and development information about your child. Health information is sensitive information under the Privacy Act 1988 (Cth). By completing your intake form, you consent to us collecting, using and storing this information to provide our services. We handle it in line with our Privacy Policy and the Australian Privacy Principles.

9.6 Who sees it. We only share your information with the people and tools needed to deliver our services, such as our team, our scheduling, email, SMS, payment, video and community platforms, and professional advisers, or where the law requires. Some of these providers store data outside Australia, including in the United States. We never sell your information.

9.7 Confidentiality. We keep what you share with us confidential, except where we are required by law to disclose it or where we reasonably believe there is a serious risk to the safety of a child or another person.

9.8 Case studies and testimonials. We will only use your story, feedback or results in case studies, testimonials or marketing if you have given us separate permission, such as by ticking the optional box in your intake form or replying yes when we ask. Unless you agree otherwise, we remove names and identifying details. You can withdraw your permission at any time by emailing us, and we will stop any new use.

10. Liability, ending services and general terms

10.1 Results and your participation. Every child and family is different, and changes in sleep depend on how consistently the plan is followed at home. We do not promise or guarantee any particular sleep result, timeframe or number of wake-ups, and by buying you acknowledge that we have told you this. Our support relies on your participation: giving us accurate and complete information, sending your sleep logs, attending your calls and following the plan as agreed. If the result you hoped for is not reached because the plan was not followed, logs were not sent, calls were missed or relevant information was not shared with us, we do not consider this a failure of our services, and no refund is given for it.

10.2 Information on the Platform. Our free content, social media posts, emails and general resources are general information only. They do not take your child's individual circumstances into account and are not a substitute for personalised or medical advice.

10.3 Limits on our liability. To the extent permitted by law, and subject to clause 7.7:

• our total liability to you in connection with a service is limited to the amount you paid for that service; and
• we are not liable for indirect or consequential loss, or for loss caused by your acts or omissions, by information you did not give us, by you not following medical advice, or by events outside our reasonable control.

These limits do not apply to liability that cannot be limited by law, or to loss caused by our negligence, fraud or wilful misconduct.

10.4 Ending or suspending services. We may suspend or end your service by written notice if you are abusive or threatening towards our team or other members, you share our Content in breach of clause 9.4, you gave us information that was false or misleading in a material way, or you continue an unsafe sleep practice after we have raised it with you. If we end your service for one of these reasons, we will refund any portion that we consider fairly unused, less the value of support already given. If we end your service for any other reason, we will refund the unused portion in full.

10.5 Changes to these Terms. We may update these Terms from time to time. The version on our website when you buy applies to that purchase. For memberships, we will email you at least 30 days before a change takes effect, and you may cancel before then without penalty.

10.6 Disputes. If a dispute arises, please contact us first. We will both try in good faith to resolve it within 30 days before taking further action. This does not stop either of us seeking urgent relief or you contacting a consumer protection agency.

10.7 Governing law. These Terms are governed by the laws of New South Wales, Australia, and the courts of New South Wales have jurisdiction. If you live outside Australia, this does not remove any mandatory consumer protection that applies to you under the law where you live.

10.8 General. If any part of these Terms is found to be invalid, it will be read down or removed and the rest will continue. If we do not enforce a right straight away, we have not given it up. You may not transfer your service to another person without our written agreement. These Terms, together with the description of the service you bought and our Privacy Policy, are the whole agreement between us about our services.

10.9 Contact us. Family Centred Sleep ABN 90 529 473 237 [Business postal address] Phone: [business phone] Email: emily@familycentredsleep.com

Last updated: 25 October 2026