Policies

Privacy Policy – Serene Melody

Last updated: 15/08/25

At Serene Melody, we understand that when it comes to your child, privacy and trust are paramount. This Privacy Policy outlines how we collect, use, and protect your personal data when you engage with our services.

1. What Information We Collect

We may collect the following personal information:

Parent's full name and contact details
The child's name, age, sleep history and disclosed medical history.
Communication records (emails, messages, feedback forms)
Payment details and billing information

2. How We Use Your Information

Your data is used solely to:

Provide tailored sleep support services
Communicate before, during, and after your consultation
Manage payments and appointments
Improve our services through client feedback

We will never sell or share your personal information for marketing purposes.

3. Data Storage and Security

Your information is stored securely using encrypted systems
Access is limited to authorised personnel
We take all reasonable measures to protect data from loss, misuse, or unauthorised access

4. Legal Basis for Processing

We process your data under the following lawful bases:

Consent: When you provide information voluntarily
Contract: To fulfil our service obligations to you
Legal obligation: If required to comply with law or taxation

5. Third Parties

We may use trusted third-party tools (e.g. scheduling or payment platforms), which are GDPR-compliant. These services only access the data required to perform their function.

6. Disclosure of Information to Safeguarding or Legal Authorities

We take the wellbeing of children and families seriously. In certain circumstances, we may share personal data with relevant authorities if:

Required by law or regulation
There is a concern for the safety, wellbeing, or protection of a child or vulnerable person
Requested by safeguarding agencies such as the Multi-Agency Safeguarding Hub (MASH)
Necessary to cooperate with legal processes, law enforcement, or government bodies

Any such disclosures will be handled with care, in accordance with UK GDPR and safeguarding protocols. We will only share what is relevant and necessary, and where possible, inform you unless prohibited by law.

7. Your Rights

As a UK resident, you have the right to:

Access your personal data
Request corrections
Withdraw consent at any time
Request deletion (where applicable)

To exercise these rights, contact us at rachael@serenemelody.co.uk.

8. Changes to This Policy

We may update this policy from time to time. You’ll find the most recent version on our website, and significant updates will be communicated directly.

Contact

If you have questions about this policy or how we handle your data, please contact:
Email: rachael@serenemelody.co.uk
Phone: +44 7788230129

Terms and Conditions - Serene Melody

Last updated: 04/10/25

Welcome to Serene Melody. These Terms and Conditions (“Terms”) govern your use of our website and services. By accessing our site or booking a consultation, you agree to abide by the following terms. If you do not agree, please refrain from using our services.

1. Services Offered

We provide non-medical, evidence-based sleep coaching for babies and toddlers.
Our services include virtual and/or in-person consultations, tailored sleep plans, and ongoing support via email or messaging (depending on your chosen package).
The following four-step process will guide support:

Step 1 – Free Consultation
A 15-minute virtual session with Rachael to understand the family’s sleep concerns. This session is free and carries no obligation.

Step 2 – Questionnaire & Sleep Diary
Following your initial consultation, you’ll receive a detailed questionnaire and a 3-day day/feed diary. This helps us understand your child’s current sleep patterns and family routines. £150.

Step 3 – Follow-Up Call, Sleep Plan & One weeks support
After reviewing your diary and questionnaire, we’ll schedule a 60-minute follow-up call to discuss your child’s personalised sleep plan — crafted with care and backed by evidence. Plus one weeks support with unlimited WhatsApp/Email (Responded to within 24 hours).

No further fee.

Step 4 – Ongoing Support (Optional)

Additional weekly support with unlimited WhatsApp/Email (Responded to within 24 hours).

£50 per week.

Additional support is available as needed and can be arranged at mutually agreed rates. To ensure the sleep plan remains relevant and effective, any follow-up support must begin within three weeks of receiving your initial plan. After this period, a new sleep assessment may be required to account for any changes in your baby’s development or sleep patterns.

2. Important Disclaimer

Serene Melody does not offer medical advice or diagnose sleep disorders.
Our recommendations should not be used as a substitute for professional medical guidance.
Always consult your paediatrician if you have health-related concerns about your child.

3. Payment & Booking

Full payment is due at the time of service registration and must be received before any chargeable services commence.
Accepted payment methods: bank transfer.
Missed appointments or cancellations with less than 24 hours’ notice may incur a fee or be non-refundable, depending on your package.

4. Communication

Email and messaging support are offered for a limited time post-consultation.
We aim to respond to messages within 24-48 hours.

5. Privacy

All client information is held in strict confidence and used solely for providing sleep support.
Our full Privacy Policy can be found above, outlining data handling in compliance with UK GDPR.

6. Changes to Services or Terms

We reserve the right to update or modify our offerings and these Terms at any time.
Continued use of the site after changes implies your acceptance of the updated Terms.

7. Liability

Serene Melody Sleep Consultancy and Rachael Hawkins are not responsible for outcomes beyond our control or for decisions made based on our advice. While our sleep plans are crafted with care and evidence-based practices, we cannot guarantee specific results due to the unique nature of each child and family environment.
By engaging our services, you acknowledge that improvements in sleep patterns may vary and require consistency, patience, and time.
Serene Melody and Rachael Hawkins (hereafter “the Consultancy”) provides guidance and support with the utmost care and professionalism. However, by engaging with our services, all clients acknowledge and agree to the following:
No Medical Liability: We do not provide medical or psychiatric advice. Our services are complementary and not a substitute for professional healthcare, diagnosis, or treatment. Any physical or mental discomfort experienced is the sole responsibility of the client, and we advise seeking appropriate medical support where necessary.
No Financial Liability: We make no guarantees regarding any financial outcomes or decisions made as a result of our guidance. Clients remain fully responsible for their financial actions and consequences.
No Responsibility for Injury: The Serene Melody & Rachael Hawkins are not liable for any injury, harm, or adverse effects (mental or physical) that may occur during or after the use of our services, including any suggested routines, materials, or environments.
Client Responsibility: Participation in any service offered by the Consultancy is voluntary. Clients retain full responsibility for their personal choices, health, and well-being. We recommend that clients consult with appropriate licensed professionals before implementing any changes suggested during sessions.
Indemnification Clause: By continuing to use our services, clients agree to indemnify and hold harmless the Serene Melody & Rachael Hawkins, its staff, and affiliates from all claims, liabilities, damages, or expenses arising out of or related to their engagement with our services.
Limitation of Liability : Services are based on professional expertise and current evidence. Individual results may vary. Serene Melody & Rachael Hawkins liability for any claim arising under this Agreement will not exceed the total fees paid by the Client.

Cookie Policy – Serene Melody

Last updated: 05/08/25

Serene Melody (“we”, “our”, or “us”) is committed to ensuring your experience on our website is smooth, secure, and personalised. This Cookie Policy explains how we use cookies and similar technologies through our GoDaddy-hosted platform.

1. What Are Cookies?

Cookies are small text files stored on your device to enhance your website experience. They help remember your preferences, manage sessions, and enable features like secure logins and user-friendly navigation.

2. What Cookies We Use

On our website, you may encounter the following types of cookies:

Type : Strictly Necessary

Purpose : Enable core functions like security, session management, and accessibility

Type : Performance & Analytics

Purpose : Help us understand website traffic and usage trends via tools like Google Analytics

Type : Functionality

Purpose: Remember your settings (e.g., language or region) for a more personalised experience

Type : Third-Party

Purpose : May be used by embedded tools (e.g., payment gateways or scheduling platforms)

GoDaddy may also place cookies to support site hosting, performance monitoring, and content delivery.

3. Managing Your Cookie Preferences

You can manage or disable cookies via your browser settings. Note: disabling cookies may impact how certain features function on our site.

Here are links to instructions for common browsers:

4. Updates

We may update this Cookie Policy from time to time to reflect changes in technology or regulation. The latest version will always be available here.

5. Contact Us

Have questions or concerns?
Email: rachael@serenemelody.co.uk
Phone: +44 7788230129

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