Terms & Conditions — La Câlinerie
Effective date: 08/08/2026
These Terms and Conditions ("Terms") apply to all services provided by La Câlinerie, the trading name of Victoria Hautbout ("the Provider"). They apply whenever a Consultation, Daytime Support, Overnight Support, or Live-In Support is booked with the Provider. By making a Booking, the person or family booking the Service ("the Client") agrees to be bound by these Terms.
Where the Provider issues a separate, specific Service Agreement for an engagement — for example, setting out the Client's particular schedule, start date, and rate — that Service Agreement and these Terms should be read together. If the two ever conflict, the specific Service Agreement takes priority for that engagement (see also Section 14.4).
In these Terms, "Services" means any Consultation, Daytime Support, Overnight Support, or Live-In Support booked with the Provider, as described in Section 2. A "Booking" means a confirmed and paid engagement for one or more Services.
Contents
1. Provider Details
2. Services and Scope
3. Fees
4. Booking and Payment
5. Retainer (Ongoing Overnight Arrangements)
6. Overnight Support in Detail
7. In-Home Working Terms (Daytime and Live-In Support)
8. Cancellations, Rescheduling and Refunds
9. Privacy, Confidentiality, and Recording
10. Resources, Copyright, and Trademarks
11. Data Protection
12. If There's a Problem
13. Liability
14. General
1. Provider Details
La Câlinerie is the trading name of Victoria Hautbout.
Address:
4th Floor Silverstream House
45 Fitzroy Street
London
W1T 6EB
Contact: hello@lacalinerie.co.uk · 07759 881706
2. Services and Scope
2.1 The Provider provides non-medical, practical, evidence-informed support and education for families with babies and toddlers aged 0–24 months. The Provider's support is complementary: it does not replace, and is not a substitute for, the advice or care of the Client's GP, midwife, health visitor, paediatrician, or emergency services. The Client remains responsible for their child's health, safety, and medical care at all times.
2.2 If the Provider has any concerns about a baby's health or wellbeing during a session, the Provider will always encourage and support the Client in contacting the appropriate clinical service (for example, a midwife, GP, NHS 111, or urgent care/A&E, depending on urgency). The Provider does not diagnose, prescribe, or provide medical treatment.
2.3 The Provider offers the following Services:
(a) Consultations (Online) — a 50-minute video or phone consultation looking at sleep, feeding, and rhythm together, followed by a written summary email. Available worldwide, in English or French.
(b) Daytime Support (London) — hands-on, in-home care, guidance and reassurance across newborn care, feeding, gentle rhythm and sleep support, and light baby-related tasks. Available 2pm–10pm; booked in blocks of a minimum of 4 hours.
(c) Overnight Support (London) — a rest-allowed overnight shift providing responsive night care (see Section 6). Standard night of 10 hours, typically 9pm–7am.
(d) Live-In Support (UK & Europe) — a more immersive live-in arrangement combining day and/or night support, tailored to the Client's family and quoted individually. Minimum stay of 2 weeks.
2.4 Full details of each Service are on the Provider's website at lacalinerie.co.uk/services. Fees are set out in Section 3, and may also be viewed at lacalinerie.co.uk/pricing.
3. Fees
3.1 The Provider's current fees are as follows:
Consultation (new client): £120
Consultation (returning client): £90
Daytime Support: £25/hour (minimum 4 hours)
Overnight Support (standard night): £250/night
Overnight Support — twins: +£50/night
Additional overnight hours: £25/hour, by prior agreement
Live-In Support: Quoted individually (minimum 2 weeks)
3.2 A "returning client" is someone who has previously completed a paid Consultation with the Provider.
3.3 All fees are payable in the currency and to the account details the Provider provides at the time of booking, by bank transfer or any other method agreed in writing.
3.4 The Provider reviews fees from time to time. The fees in force when a Booking is made apply to that Booking; later changes to the fee schedule do not apply retrospectively to Services already booked and paid for.
3.5 For Live-In Support, reasonable travel costs and any agreed incidental expenses are payable by the Client in addition to the quoted fee, as agreed in advance.
4. Booking and Payment
4.1 A Booking is only confirmed once the Provider has received payment in full for the relevant session, night(s), or period, unless a retainer arrangement (Section 5) or another payment schedule has been agreed in writing.
4.2 To book Daytime or Overnight Support, the Client should message the Provider directly with the desired date(s), subject to availability. Nights and sessions are only secured once booked and paid for.
4.3 Subject to availability, sessions or nights may be booked up to two months in advance.
4.4 Where a default or recurring schedule is agreed (for example, a set number of nights or days each week), the Client should confirm and pay for each upcoming period at least two weeks ahead — by the end of the current week, for the period beginning two weeks later. This keeps the Client's regular schedule secured. If the Provider has not heard from the Client by this point, the relevant date(s) may be released to other families, though the Provider will always try to accommodate the Client where possible.
4.5 A default or recurring schedule is a planning guide, not a fixed commitment on either side. The specific days held can be changed at any time by agreement between the parties, and either party may propose a change, ideally with at least two weeks' notice.
5. Retainer (Ongoing Overnight Arrangements)
5.1 For ongoing, regular Overnight Support, the Provider may ask for a retainer to secure the booking relationship, calculated as one week of the Client's agreed default schedule.
5.2 The retainer is due no later than two months before the agreed start date, unless otherwise agreed in writing. The booking relationship is only secured once the Provider has received it.
5.3 If the Client goes ahead with support, the retainer is credited against the first booked week. If the Client decides not to proceed with the Service at all — that is, no nights are ultimately booked — the retainer is non-refundable (subject to the Client's initial cancellation right in Section 8.5).
5.4 For Live-In Support, a deposit applies instead of a retainer — see Section 8.4.
6. Overnight Support in Detail
6.1 Overnight Support is a rest-allowed position: the Provider rests or sleeps when the baby sleeps, while remaining responsible for responding to the baby as needed throughout the night.
6.2 Overnight Support may include, as needed:
(a) responding to the baby during the night and providing responsive settling;
(b) nappy changes, comfort care, and resettling;
(c) feeding support in line with the Client's choices — including bringing baby to the Client for breastfeeds and settling afterwards, or preparing bottles and feeding where milk or formula is provided by the Client, with paced bottle feeding and gentle wind-down;
(d) maintaining a calm and safe night environment (light, temperature, safe sleep set-up); and
(e) a brief morning handover covering feeds, wakes, changes, and general notes.
6.3 Overnight Support is focused on the baby's care and the Client's rest. General housekeeping is not included.
6.4 The Client agrees to provide a suitable, safe, and comfortable rest space for the Provider (for example, a bed, daybed, or sofa bed in a private or otherwise appropriate area), consistent with the agreed night set-up, and to ensure the sleep environment is smoke-free.
6.5 Any hours beyond the standard 10-hour night — whether added earlier in the evening or extending beyond the agreed morning finish — are charged at the additional hourly rate in Section 3, and should be agreed in advance wherever possible.
7. In-Home Working Terms (Daytime and Live-In Support)
7.1 Daytime Support is booked in blocks of a minimum of 4 hours and is focused on the Client's baby or toddler's care and family support. Any additional duties (for example, wider housekeeping) must be agreed with the Provider in writing beforehand.
7.2 For Live-In Support: a private room and bed for the Provider's exclusive use are required, along with access to a bathroom; the child's sleep environment must be smoke-free; and working hours, rest time, handovers, and boundaries are agreed between the parties in advance as part of the specific arrangement. Support is limited to baby- and child-related tasks unless explicitly agreed otherwise. Reasonable travel and agreed incidental expenses are covered by the Client.
7.3 For all in-home Services, the Client agrees to provide a safe, hygienic working environment that does not compromise the Provider's health, safety, or welfare.
8. Cancellations, Rescheduling and Refunds
8.1 All Bookings Are Final
Because the Provider holds the Client's date(s) and hours exclusively for them — turning away other enquiries to do so — once a Booking is confirmed and paid for, it is non-cancellable and non-refundable. This applies to Consultations, Daytime Support, Overnight Support, and Live-In Support alike, subject to the Client's initial cancellation right under Section 8.5.
8.2 Exceptions: Emergency or Special Circumstances
The only other exception to 8.1 is genuine emergency or special circumstances on the Client's side — for example, sudden serious illness, bereavement, or a comparable family emergency — assessed by the Provider on a case-by-case basis. Where the Provider agrees an exception applies, the Provider will first try to reschedule the affected session or night(s) to another date that works for both parties. If rescheduling isn't possible, the Provider will refund the fee paid for the affected session or night(s) only.
8.3 Rescheduling at the Provider's Discretion
Outside of 8.2, the Provider always tries to accommodate a reschedule request where possible — for example, moving a night to a different day in the same week. This is offered at the Provider's discretion, subject to availability, and isn't guaranteed. It does not entitle the Client to a refund if an alternative date can't be found.
8.4 Live-In Deposit
Live-In Support is secured with a 30% deposit. Once 14 days have passed since the deposit was paid, or the Provider has delivered the first day of the engagement (if sooner) — see Section 8.5 — the deposit is non-refundable, including under 8.2. It may be transferred once to new dates if the Client gives at least 14 days' notice and the Provider has availability at the new dates. Any balance paid beyond the deposit is subject to 8.1–8.3 above.
8.5 The Client's Initial Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Client may cancel any payment within 14 days of making it for a full refund, unless the Service has already been delivered — booking a specific date counts as asking the Provider to deliver on it. This right ends on delivery of the Service or 14 days after payment, whichever is sooner, after which Section 8.1 applies in full.
8.6 If the Provider Needs to Cancel
If the Provider needs to cancel a session due to illness, emergency, or circumstances beyond the Provider's control, the Provider will let the Client know as soon as possible and look to reschedule. If rescheduling isn't possible, the Provider will refund or credit in full the amount paid for the affected session(s) or night(s). Beyond this, the Provider is not liable for any further costs or losses this may cause the Client (for example, the cost of alternative care), except where the law does not allow this to be excluded.
9. Privacy, Confidentiality, and Recording
9.1 The Provider treats any information shared by the Client as confidential and uses it only to deliver the Client's booked support. The Client should tell the Provider in advance about any relevant medical conditions, medications, allergies, and feeding plans for their baby.
9.2 If the Provider has concerns about a child's safety or serious health needs, the Provider may need to advise the Client to contact appropriate services, and may have a duty to report those concerns. This clause does not restrict any disclosure required by law or by safeguarding obligations.
9.3 The Provider will not photograph, video, or audio record the Client's baby, the Client, or the Client's home, and will not share any identifying information, unless the Client gives written consent in advance.
9.4 The Client should not audio or video record Consultations or in-home sessions without the Provider's prior agreement.
10. Resources, Copyright, and Trademarks
10.1 Any written summaries, plans, or resources provided by the Provider are for the Client's personal, family use only. They may not be copied, shared, or distributed, and may not be used for any commercial purpose, without the Provider's prior written consent.
10.2 "La Câlinerie" is a registered trademark of Victoria Hautbout (UK Trade Mark No. UK00004279409), used in connection with the Provider's childcare consultancy Services. The content of the Provider's website and materials is protected by copyright and may not be reproduced without permission.
11. Data Protection
11.1 The Provider handles the Client's personal data, and their child's, in line with UK data protection law (the UK GDPR and the Data Protection Act 2018). This data is used only to provide the Client's booked Services, communicate with the Client, and meet the Provider's legal obligations, and is not shared with third parties except where the law requires this or safeguarding requires action.
12. If There's a Problem
12.1 If the Client is unhappy with any part of the Service, they should tell the Provider directly and in writing in the first instance, at hello@lacalinerie.co.uk, so the Provider has the chance to understand and resolve the issue.
12.2 The Provider is under a legal duty to provide Services with reasonable care and skill, in line with the Consumer Rights Act 2015. If a Service has not been carried out this way, the Client may be entitled to have it put right or, where that is not possible, to some money back. Nothing in these Terms affects the Client's other statutory rights.
13. Liability
13.1 Nothing in these Terms excludes or limits the Provider's liability for death or personal injury caused by the Provider's negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under English law.
13.2 Subject to 13.1, the Provider is not liable for indirect or consequential losses arising from the Services.
13.3 The Provider holds Public Liability insurance of up to £5,000,000 with Mark Bates Ltd, policy number NP2709550, current for the period 24 September 2026 to 23 September 2027. Full policy details are available on request.
14. General
14.1 Changes to These Terms — The Provider may update these Terms and Conditions from time to time. The version in force at the time of the Client's Booking applies to that Booking.
14.2 Governing Law — These Terms are governed by the law of England and Wales, and both parties agree to the exclusive jurisdiction of the courts of England and Wales.
14.3 Severability — If any part of these Terms is found to be invalid or unenforceable, the rest will continue to apply in full force.
14.4 Entire Agreement — Together with any specific Service Agreement or booking confirmation for the Client's engagement, these Terms form the entire agreement between the parties for the Services booked, and replace any earlier discussions on the same subject.
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