Cradle Bean — Comprehensive Service Policy

(Payment, Cancellation, Surcharges & Operating Terms)

Last updated 8 May 2025

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1. Booking & Payment

• Full payment on booking — All services must be paid in full to secure dates.

• Late bookings — Reservations made < 48 h before the start time are payable immediately and fall under the same cancellation windows (see below).

• Card-on-file — The client authorises Cradle Bean Ltd. (“we”, “our”) to charge the stored card for approved extras (e.g. shift extensions, surcharges) and late-cancellation fees.

• Proof of payment — A paid invoice is emailed automatically; this forms the contract between Cradle Bean and the client (“you”).

 

 2. What the Fee Covers

• Exclusive reservation of a qualified Carer for the booked shift(s).

• Standard travel within Transport for London Zones 1–3.

• Basic consumables carried by the Carer (hand-sanitiser, gloves, log sheets).

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3. Cancellation, Rescheduling & Refunds

Medical-emergency carve-out — Provide hospital/GP note within seven days and fees are waived (minus £20 admin).
Force majeure — Neither party liable for events beyond reasonable control; shifts are rescheduled without charge when conditions allow.

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Cancellation & Refund Windows

•  48 hours or more before the shift – 100 % refund plus one free reschedule

•   24 to < 48 hours – 75 % refund (25 % fee retained for carer retainer + admin)

•   Less than 24 hours or no-show – 0 % refund (100 % fee)

•   Medical emergency exception – Provide hospital/GP note within 7 days; fee is waived, £20 admin charge applies.

•    Force-majeure events – Shift is rescheduled without charge once conditions allow.

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4. Surcharges & Extras

•   Travel beyond TfL Zone 3, residential parking permits, Congestion/ULEZ charges – re-billed at cost

•    Bank-holiday shifts – + 50 % on the hourly/package rate

•    Twins or multiples – + 20 % to cover additional workload and twin-trained staff

•    Shift extensions – billed in 30-minute blocks at the same hourly rate and charged within 24 hours

•    Specialist add-ons (lactation home visit, post-birth body therapy, meal packages) – quoted and invoiced separately before delivery

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​5. Client Responsibilities

• Provide safe, smoke-free environment and suitable sleep surface for the Carer (night shifts).

• Supply adequate baby consumables (nappies, formula, expressed milk).

• Disclose allergies, pets with behavioural issues, or contagious illness in the household.

• Maintain home insurance; Cradle Bean is not liable for accidental damage caused during normal duties.

• Adhere to NHS safe-sleep guidelines—Carer may refuse unsafe practice.

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6. Carer Illness or Unavailability

• We maintain a standby roster. If a scheduled Carer becomes ill, we will offer a suitably qualified replacement or a full refund for that shift.

• If you decline a replacement, the standard cancellation table (§ 3) applies.

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7. Confidentiality & Data Protection

All personal data is stored in compliance with UK GDPR and used solely for providing care. Logs are shared only with the client or a named healthcare professional on written request.

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8. Liability

• We hold professional indemnity and public-liability insurance up to £5 million.

• Our total liability for any claim is limited to the fees actually paid for the relevant booking, except for liability that cannot be limited by law (e.g., negligence causing death or personal injury).

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9. Complaints

Email complaints@cradlebean.co.uk within 14 days of the incident. We acknowledge within two working days and aim to resolve within ten working days. Unresolved matters may be escalated to independent mediation.