Elementor Page #9144

Refund & Cancellation Policy

Mother Co Pty Ltd trading as Mother Mother Doula provides professional doula, photography, and hire services. This policy sets out how refunds and cancellations are managed, in line with the Australian Consumer Law (ACL).

General Principles

Retainers secure your booking and are non-refundable.
Refunds are not offered for change of mind.
Remedies required under ACL apply if services or goods are not provided with due care and skill, are faulty, or not as described.
Gift cards are valid for 3 years from the date of purchase and are non-refundable.
Minor variations outside this policy may be resolved at our discretion. For major disputes, we may refer matters to an independent third-party mediator, with costs payable by the client.

Doula & Birth Photography Services

Retainer: 20% of the total fee, payable at booking. Non-refundable.
Cancellations after 36 weeks: Full fee payable. Partial refunds may be offered at our discretion in exceptional circumstances (e.g. stillbirth, major misconduct on our part).
Freebirth: We do not attend freebirths. Choosing to freebirth is a breach of agreement.
- Cancellation prior to 36 weeks: partial refund may apply in line with general termination/cancellation clause.
- Cancellation after 36 weeks or after birth: no refund.
Missed births:
- If avoidable by us → partial refund or remedy.
- If not reasonably avoidable (e.g. fast labour, standard travel delays) → no refund.
- If no backup is used and the birth is missed → a photography session (with images included at our discretion) will be provided within 6 months of birth.
Miscarriage & Stillbirth : Ongoing support offered unless declined. Partial refunds may be offered.
Homebirth to Hospital Transfers: We continue support at hospital unless prevented by hospital rules.
Backup coverage: A backup doula/photographer will be provided if we cannot attend due to illness or emergency.

Other Photography Sessions (Maternity, Family, Newborn etc.)

Session fee (retainer): $150, payable at booking. Non-refundable.
Balance: Image collections are chosen and invoiced after the session. Pre-payment or payment plans may be arranged on request.
Cancellations (if prepaid):
- More than 14 days before the session: 50% refund of prepaid amount (excluding retainer).
- Less than 14 days before the session: no refund of prepaid amounts.
Reschedules:
- Weather (our decision): unlimited at no cost.
- Client request: 1 reschedule at no cost if made at least 14 days before session.
- Additional reschedules: $50 per change.
No-shows / cancellations within 24 hours: Retainer forfeited, no refund.
Our illness/emergency: refund or reschedule offered.

Hire Items (TENS, Slings, Dresses)

Bond: $50 for birth hire items (TENS, slings). Wardrobe bonds vary (see separate agreement). Bonds refunded in full if items are returned in good order.
Cancellations:
- More than 14 days before hire start: full refund.
- 2–14 days before hire start: $10 admin fee.
- Less than 48 hours before hire start: 50% of hire fee retained.
Late returns: charged at the weekly hire rate (e.g. TENS = $10 per additional week, Birth sling $20 per additional week).
Damage/loss: bond is applied toward repair/replacement costs.
- If damage/loss exceeds bond → client is invoiced for the outstanding amount (e.g. missing lead wires $25 = $25 deducted from bond; balance of bond refunded).
Cleaning: wardrobe items are professionally cleaned after each hire. Client is liable for damages or stains beyond normal wear and tear.

Digital Products & Resources

No refunds once files have been delivered or downloaded.
Refunds apply only if the file is faulty or not as described (in line with ACL).

Force Majeure (Unforeseen Circumstances)

Doula & Birth Photography: Illness/emergencies are covered by providing a backup doula/photographer. If both are unavailable, a partial refund may apply.
Other Photography: Sessions rescheduled at no cost.
Hire Items: Hire period may be extended or refunded if natural disasters or government restrictions prevent collection/use.
Digital Products: Unaffected.