Consultation Terms & Cancellation Policy
Last updated: 31st December 2025
Client Consent & Terms and Conditions
These Consultation Terms & Cancellation Policy apply to all lactation consultations provided by The Harrogate Lactation Consultant (“we”, “us”, “our”).
By booking a consultation, you agree to these terms.
Consultant Details
Abbie Durrant Milnes
Registered Midwife (16G1258E) & International Board-Certified Lactation Consultant (IBCLC) (L-319745).
1. Scope of Practice & Professional Standards
Care is provided in accordance with the IBCLC Code of Professional Conduct and relevant UK professional safeguarding standards. Support is evidence-based, non-directive, and does not replace medical diagnosis or treatment. Clients are advised to continue routine care with their GP, midwife, health visitor, or paediatric services. Lactation consultants do not replace medical care. Where concerns fall outside lactation consultancy scope or require medical input, appropriate referral will be advised.
2. Nature of the Lactation Consultation
Lactation support will be evidence based, non-judgemental and parent-centred. The focus will be on breastfeeding, chestfeeding and infant feeding support. A lactation consultation may include discussion of feeding history and goals, observation of feeding, assessment of positioning and latch, visual and/or gentle physical assessment of breasts with consent, visual assessment of infant oral anatomy with consent, and development of an individualised feeding plan. Hands-on assistance will only be provided with explicit consent and may be declined or withdrawn at any time.
3. Informed Consent
I confirm that I have had the opportunity to ask questions, understand the purpose and limitations of lactation support, and understand that outcomes cannot be guaranteed. I consent to a lactation consultation taking place on the time specified in the booking. I understand that I may be advised to seek further assessment or referral if concerns are identified outside the consultant’s scope of practice.
4. Records, Confidentiality & Data Protection
Clinical notes will be taken to support safe and effective care. Records are stored securely and confidentially in line with UK GDPR, the Data Protection Act 2018, and professional record-keeping standards (IBCLC and RCN professional standards). Information will not be shared without consent unless there is a legal or safeguarding obligation to do so. Further details can be found on my website in the privacy policy.
5. Fees, Cancellations & Missed Appointments
Fees are payable as agreed at the time of booking unless otherwise agreed. We understand that caring for a baby can be unpredictable however we advise cancellations require at least 24 hours’ notice. Please provide at least 24 hours’ notice if you need to cancel or reschedule your appointment. Cancellations made with less than 24 hours’ notice may be charged 50% of the consultation fee. Non-attendance without notice will be charged at 100% of the consultation fee. Your appointment time is reserved specifically for you.
6. Home visits
A suitable, safe environment must be provided for the home visit. Travel time is included in the appointment unless stated. Home appointments cover the Harrogate and district area including HG1, HG2 and HG5 postcodes. These postcodes are included in the price of the appointment. All other postcodes may occur a fee of £1 per mile radius of the above postcodes, this will be stated within your invoice. We reserve the right to cancel or rearrange if there are safety concerns. A clinic setting can also be provided at Cocoon Harrogate if this would be preferable.
5. Online/ remote consultations
A stable internet connection is required. We are unable to be held responsible for technical issues outside of our control. Online support has its limitations and may not replace in-person assessments where required.
6. Illness and emergencies
If you or your baby are unwell, please seek medical advice from your midwife, GP, 111 or accident and emergency. Please contact us as soon as possible we will aim to reschedule or offer an alternative appointment. We reserve the right to cancel or rearrange appointments due to: illness, emergencies, circumstances beyond our control, in such cases, you will be offered a rescheduled appointment or full refund.
7. Refunds
Refunds are provided in line with this cancellation policy and UK consumer law. Completed consultations are non-refundable.
8. Safeguarding
We have a duty of care to safeguard adults and children. Where safeguarding concerns arise, we may be required to share information with appropriate professionals in line with UK safeguarding.
9. Professional Indemnity & Liability
Professional indemnity insurance is held through membership of the Royal College of Nursing (RCN) and additional cover provided by Holistic Services Insurance UK. Care is provided with reasonable skill and care. Responsibility cannot be accepted for outcomes resulting from failure to follow recommended referrals, or factors outside the consultant’s control.
10. WhatsApp Communication & Follow-Up Support
WhatsApp is used as a convenient method of communication between myself and clients for appointment arrangements, follow-up support, and clarification of advice given during consultations. WhatsApp should not be used for emergency situations or urgent medical concerns. Messages sent via WhatsApp will normally be responded to within 6–12 hours during working hours. Please note that responses may take longer during evenings, weekends, or periods of clinical work. Immediate responses cannot be guaranteed. Following a lactation consultation, clients are offered up to one week of open-access follow-up support via WhatsApp. This follow-up period allows for clarification of advice, reassurance, and guidance related to the issues discussed during the consultation. The follow-up support does not replace a full consultation and is intended for brief questions and ongoing support. If concerns are complex, ongoing, or significantly change, a further consultation may be recommended. Advice provided via WhatsApp is based on the information shared by the client and is intended to support, not replace, in-person or video assessment where clinically appropriate. I may advise that concerns cannot be safely addressed via messaging alone and recommend a further appointment or referral to another healthcare professional. WhatsApp communication is not monitored continuously and should not be used for urgent concerns or emergencies. If you or your baby requires urgent medical attention, please contact your GP, midwife, health visitor, NHS 111, or emergency services as appropriate. All WhatsApp communication is treated as confidential. Clients are advised to ensure their own device is password protected and that messages cannot be accessed by others. Communication may be recorded within clinical notes in line with professional record-keeping and data protection requirements. At the end of the one-week follow-up period, WhatsApp support will conclude unless otherwise agreed. Continued support beyond this period may require booking an additional consultation. If clients choose to share images or videos via WhatsApp (for example, of feeding, positioning, or expressing), this is done at the client’s own discretion and risk. While WhatsApp provides end-to-end encryption, it is not a clinical platform specifically designed for the secure transmission or storage of medical images or videos.
11. Acceptance of Terms
By booking and attending a consultation, you confirm that:
1. You understand the scope and limitations of lactation support
2. You agree to these Consultation Terms & Cancellation Policy