Terms & Conditions

1. About Real Mama

Real Mama is a sole trader business run by Laura Ordoñez Pérez, a qualified Midwife and International Board Certified Lactation Consultant (IBCLC), based in London, UK.

Real Mama provides practical, evidence-informed support for real motherhood, including:

• Babywearing dance classes
• Antenatal classes and birth preparation
• Lactation and breastfeeding consultations
• Baby and adult ear services
• Educational resources and other services that may be offered from time to time

Contact: info.realmama@gmail.com. Website: www.realmama.co.uk. Location: London, UK.

Real Mama may provide services at clients' homes, online, or at third-party venues, depending on the service booked.

2. Bookings & payment

• Services must be booked through the booking method specified on the relevant service page, which may include the Real Mama website, Happity, Eventbrite or another booking platform.
• Places and appointments are subject to availability.
• Payment in full is generally required at the time of booking unless otherwise agreed.
• A booking is confirmed once payment has been successfully received.
• Prices are displayed on the relevant booking or service page and may be updated from time to time. The price applicable to your booking will be the price shown at the time you book.
• You are responsible for providing accurate contact information and any information reasonably required to deliver the service safely and appropriately.
• Where a service requires health, pregnancy, breastfeeding, baby or other personal information, you agree to provide relevant information honestly and accurately.

3. Cancellations, transfers & refunds

Real Mama understands that plans can change, particularly when babies and family life are involved. Our cancellation arrangements vary slightly depending on the service.

Any cancellation rights you have under applicable consumer law remain unaffected by these Terms & Conditions.

3.1 Classes

For babywearing dance classes and antenatal classes:

• Cancellations made more than 24 hours before the class may be transferred to another available class, subject to availability.
• Transfers are not guaranteed and may only be made once per booking.
• Cancellations made within 24 hours of the class, or non-attendance, are normally non-refundable and non-transferable.
• If you are unable to attend because you or your baby are unwell, please contact us as soon as possible. We may, at our discretion, offer a transfer where circumstances allow.
• If Real Mama cancels a class, you will be offered either a transfer to an alternative class or a refund for the cancelled class.

3.2 Individual appointments and consultations

For lactation consultations and other individual appointments:

• Please give as much notice as possible if you need to cancel or rearrange an appointment.
• Appointments cancelled with less than 24 hours’ notice, or appointments missed without notice, may be charged in full.
• Where sufficient notice is given, Real Mama will normally offer an alternative appointment where availability allows.
• Where an appointment has been cancelled by Real Mama, you will be offered an alternative appointment or a refund for the cancelled service.

Any statutory cancellation rights applicable to your booking will continue to apply.

4. Online services

Some Real Mama services may be delivered online, including lactation consultations, antenatal education and follow-up support.

You are responsible for having:

• A suitable device and internet connection
• A private environment where appropriate
• Any information, photographs or videos needed for the consultation
• A safe environment for you and your baby during the appointment

Technical problems outside Real Mama’s reasonable control will not normally constitute a failure to provide the service. Where a significant technical problem prevents the consultation from taking place, Real Mama will work with you to rearrange the appointment where reasonably possible.

5. Antenatal classes

Real Mama’s antenatal classes are designed to provide education, preparation and practical information to help expectant parents prepare for birth, early parenthood and the postnatal period.

Antenatal classes are educational and are not a substitute for individual medical advice, diagnosis or treatment from your midwife, obstetrician, GP or other healthcare professional.

Every pregnancy, labour, birth and postnatal experience is different. Information provided during classes is intended to support informed discussions and decision-making and does not guarantee a particular birth outcome.

If you have specific medical, pregnancy or birth-related concerns, you should discuss these with your maternity care team.

6. Lactation & breastfeeding support

Real Mama provides professional lactation and breastfeeding support based on Laura Ordoñez Pérez’s professional qualifications, training, experience and the information available during the consultation.

Lactation consultations may include discussion of:

• Breastfeeding and chestfeeding
• Feeding patterns
• Positioning and attachment
• Milk supply
• Pumping and expressing
• Infant feeding behaviour
• Breast or nipple discomfort
• Feeding plans
• Introduction of bottles or other feeding methods
• Starting solids and responsive feeding where relevant
• Other breastfeeding or infant-feeding concerns within the scope of the service

The purpose of a consultation is to provide individualised information, education and support.

A consultation does not replace assessment or treatment by your GP, health visitor, midwife, paediatrician, emergency service or other healthcare professional where medical assessment is required.

Where Real Mama identifies a concern that may require further assessment or treatment, you may be advised to seek appropriate medical or specialist care.

6.1 No guarantee of a particular outcome

Every breastfeeding and infant-feeding situation is individual. While Real Mama will provide professional support and practical recommendations, no particular breastfeeding, pumping, milk-supply or feeding outcome can be guaranteed.

You remain responsible for decisions regarding your own health and your baby’s care.

6.2 WhatsApp and follow-up support

Where WhatsApp follow-up is included in your package:

• WhatsApp support is intended for follow-up questions relating to the consultation.
• It is not an emergency or 24-hour medical service.
• Messages will normally be answered during reasonable working hours, although response times may vary.
• Urgent medical concerns should be directed to the appropriate NHS or emergency service rather than waiting for a WhatsApp response.

Real Mama may recommend an additional consultation where a concern cannot be safely or adequately addressed through messaging alone.

7. Babywearing dance classes

Real Mama’s babywearing dance classes combine gentle movement, music, babywearing and connection and are designed for postnatal parents and carers and their babies.

Classes are relaxed and baby-led. Babies may need to feed, sleep, cry, be changed or come out of the carrier during the session.

Parents and carers remain responsible for their baby throughout the class.

7.1 Participation

By attending, you confirm that you believe you are able to participate safely in gentle postnatal exercise.

If you have recently given birth, have experienced complications, have pelvic floor symptoms, pain, bleeding, or any other health concern that could affect your ability to exercise, please seek appropriate medical advice before participating.

You should stop exercising and seek appropriate advice if you experience concerning symptoms during a class.

7.2 Babywearing

You are responsible for ensuring that your baby is carried safely and appropriately.

You should:

• Use a carrier or sling suitable for your baby’s age, size and developmental stage.
• Follow the manufacturer’s instructions.
• Ensure your baby is positioned safely and that their airway remains clear.
• Check your baby’s position regularly throughout the class.
• Follow any safety guidance provided by the carrier manufacturer or a qualified babywearing professional.

Real Mama can provide general educational information about babywearing but does not accept responsibility for incorrect fitting or use of a carrier by a participant.

If you are unsure whether your carrier is appropriate or correctly fitted, please seek advice from a qualified babywearing professional.

8. Baby & adult ear services

Real Mama may provide ear services, including the putting in of earrings, using a sterile, single-use system.

These services are carried out by Laura Ordoñez Pérez, a qualified nurse and midwife, using appropriate infection-control and hygiene procedures.

8.1 Before the appointment

You are responsible for providing accurate information about relevant medical conditions, allergies, previous reactions, skin conditions, medications or other circumstances that may affect the service.

For a baby or child, the parent or legal guardian is responsible for providing informed consent.

Real Mama reserves the right to decline or postpone an appointment if it is considered unsuitable or unsafe to proceed.

8.2 Aftercare

You will be provided with appropriate aftercare information.

Following the aftercare instructions is your responsibility. Healing times vary between individuals, and no particular healing outcome can be guaranteed.

You should seek appropriate medical advice if you develop signs of infection, a significant allergic reaction, persistent swelling, severe pain or other concerning symptoms.

8.3 Jewellery

Where jewellery is included in the service, the available options and materials will be communicated before the procedure.

Earrings supplied for the procedure are provided in sterile, sealed packaging and are intended for single use as part of the ear service.

Once the sterile packaging has been opened, or the earrings have been used for the service, they cannot be returned or exchanged for hygiene and sterility reasons.

9. Health, safety & personal responsibility

For all Real Mama services:

• You are responsible for providing accurate information relevant to your health and/or your baby’s health.
• You should inform Real Mama of anything that may affect the safe provision of the service.
• Real Mama may refuse, postpone or stop a service where there is a reasonable concern that continuing would be unsafe or inappropriate.
• Real Mama may recommend that you seek medical or other professional assessment where appropriate.
• Real Mama services are not a substitute for emergency medical care.

For emergencies, please contact 999 or use the appropriate NHS service.

10. Children & parental responsibility

Where a service involves a baby or child, the parent or legal guardian remains responsible for the child at all times unless otherwise expressly agreed.

This includes responsibility for:

• Supervision
• Feeding
• Nappy changes
• Comfort
• Temperature
• Safe positioning
• Babywearing
• Responding to signs of illness or distress

Real Mama does not take parental responsibility for children attending its classes or services.

11. Liability

Real Mama will provide its services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that applicable law does not permit us to exclude or limit.

Subject to the above, Real Mama is not responsible for loss, damage or injury arising from circumstances outside its reasonable control or from a participant’s failure to follow reasonable safety, health or aftercare instructions.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

12. Behaviour & respect

Real Mama aims to create a welcoming, supportive and respectful environment.

We ask all clients and participants to:

• Treat Laura, other clients, babies, families and venue staff with respect.
• Follow reasonable safety instructions.
• Avoid behaviour that could put others at risk.
• Respect the privacy and personal boundaries of other participants.

We reserve the right to refuse service or ask someone to leave a class or appointment where behaviour is abusive, threatening, discriminatory, unsafe or seriously disruptive.

No refund will normally be provided where a participant is asked to leave because of serious misconduct or unsafe behaviour.

13. Photography & social media

Real Mama may occasionally take photographs or short videos during classes or events for marketing and social media purposes.

We will not use an identifiable image of you or your child for marketing purposes without the appropriate consent.

You may opt out of photography or video at any time by informing Real Mama.

Where photography or video is optional, choosing not to participate will not affect your ability to attend the service.

Please also respect the privacy of other families and do not photograph or record other participants or their children without their permission.

14. Safeguarding

The safety and wellbeing of children and adults is extremely important to Real Mama.

Safeguarding is everyone’s responsibility.

If Real Mama becomes concerned about the safety or wellbeing of a child or adult, appropriate safeguarding procedures may be followed.

Where necessary and appropriate, information may be shared with relevant professionals or services to help protect someone from harm.

Safeguarding concerns will be handled sensitively and in accordance with applicable legal and professional requirements.

15. Inclusivity & equality

Real Mama welcomes families and individuals from all backgrounds and family structures.

We do not tolerate discrimination, harassment, violence, threatening behaviour or abuse.

Everyone attending a Real Mama service is expected to treat others with dignity and respect.

16. Privacy & personal information

Real Mama collects and uses personal information where necessary to provide its services, manage bookings, communicate with clients, maintain appropriate professional records and meet legal or professional obligations.

Some Real Mama services, particularly lactation support and ear services, may require information relating to health or other sensitive circumstances.

Your personal information will be handled in accordance with applicable UK data protection legislation.

For full information about how Real Mama collects, uses, stores and protects personal information, please see our Privacy Policy. Our Privacy Policy also explains your rights in relation to your personal information and how to contact us about those rights.

17. Third-party booking platforms & venues

Some Real Mama services may be booked through third-party platforms such as Happity and Eventbrite.

Where you make a booking through a third-party platform, that platform may have its own terms, privacy policy and payment arrangements.

Real Mama’s Terms & Conditions apply to the service itself, while the third party’s terms may also apply to your use of its platform.

Classes may take place at venues operated by third parties. Real Mama is not responsible for the general operation, facilities or policies of a venue except where required by law.

18. Referral discounts & promotional offers

From time to time, Real Mama may offer referral discounts, promotional codes or other special offers.

Unless otherwise stated:

• Promotional offers cannot be exchanged for cash.
• Offers may have an expiry date.
• Referral discounts are subject to the specific conditions communicated at the time of the offer.
• Real Mama reserves the right to withdraw or amend future promotional offers where reasonably necessary.

Any promotion-specific terms will take precedence over this section where clearly stated.

19. Intellectual property

Unless otherwise stated, materials created by Real Mama, including guides, written resources, graphics, videos, educational materials, worksheets and other content, belong to Real Mama or are used with permission.

You may use materials supplied to you for your own personal use.

You must not reproduce, resell, redistribute, publish or commercially use Real Mama’s materials without prior written permission.

20. Changes to services

Real Mama is a small independent business and services, venues, dates, availability and formats may occasionally change.

Where a significant change affects an existing booking, Real Mama will communicate this as soon as reasonably possible and, where appropriate, offer an alternative arrangement.

21. Changes to these terms

Real Mama may update these Terms & Conditions from time to time to reflect changes to its services, business practices or legal requirements.

The version applicable to your booking will generally be the version in effect when you make your booking, unless a later change is required by law or is otherwise applicable to an ongoing relationship.

The latest version will always be available on the Real Mama website.

22. Governing law

These Terms & Conditions are governed by the law of England and Wales.

Any disputes will be dealt with by the courts of England and Wales, subject to any mandatory consumer rights that apply to you.

23. Contact

If you have any questions about these Terms & Conditions or a Real Mama service, please contact:

Real Mama, Laura Ordoñez Pérez. Email: info.realmama@gmail.com. Website: www.realmama.co.uk.