OUR Policy
Our Care Policies
Birth and the postpartum period do not always go according to plan. We know that. Our policies are built around that reality designed to be fair to the families we support and to the specialists who show up for them. We will always work with you. We ask only that you communicate with us as early as possible so we can support your family and our specialists with the care and respect both deserve.
Cancellations
Medical Emergency, Loss of Life, or NICU Admission
If your baby is admitted to the NICU, if you or your baby experience a serious medical complication, or in the event of a loss of life there is no cancellation fee. Full stop. We will hold your care, reschedule your package to begin when you are discharged and ready, or issue a full refund. No paperwork burden, no penalty. Notify us as soon as you are able and we will handle the rest.
Standard Cancellation
Rescheduling
Life shifts. We get it. Rescheduling requests are handled directly with your Care Coordinator and are treated as a collaboration, not a transaction.
• Rescheduling 7 or more days in advance: no fee. We will find the best available window with your specialist or a match of equal caliber.
• Rescheduling within 2-6 days of start: a $75 coordination fee applies. This covers the work of rebooking your specialist's calendar and finding a replacement window.
• Rescheduling within 48 hours: treated as a cancellation under the policy above. We will attempt to reschedule on a best-effort basis.
• If your original specialist is unavailable for the rescheduled date, we will match you with a specialist of equal experience and training. There is no additional fee for a specialist change that is our responsibility, not yours.
Early Deliveries and Due Date Changes
If your baby arrives significantly earlier than expected and affects your care window, contact us immediately. We will do everything we can to adjust your package start date, find specialist availability, or issue a credit if care cannot begin. Early arrival is not treated as a cancellation it is treated as exactly what it is.
Deposits
A deposit is required to confirm your placement. The deposit amount is applied toward your total package cost. Deposits are refundable under the cancellation terms above they are not automatically forfeited.