FAQ & Policies

Last updated: August 2026

FAQ and Policies

Below you will find answers to the most common questions about working with me, along with a clear summary of my policies, so you know exactly what to expect.

GENERAL QUESTIONS

What services do you offer?

Sleep Rescue Call. A one off 30 minute telephone call.

1:1 Sleep Support. Two to three weeks of working with me every day, in three levels: The Fresh Start Package, The Solid Ground Package and The Village Sleep Package.

Discovery Call. A free call to talk through what is going on and work out which package suits your family.

Guides. Written guides you can download, plus a set of free ones.

Who do you work with?

Babies and children from three months to nine years. I work with families in the UK and worldwide.

When does support start?

For 1:1 packages, on the start date we agree together, which needs to be within 30 days of your consultation.

For a Sleep Rescue Call, the call itself is your support.

SLEEP RESCUE CALLS

How does it work?

You book and pay for your slot. I will send you a questionnaire to complete beforehand. I read it on the day of your call, so our 30 minutes goes entirely on your child rather than on background.

How long do I have to use my call?

Rescue Calls must be taken within 30 days of booking.

Can I move my call?

Yes. Let me know at least 48 hours before and I will rebook you at no cost, as many times as you need.

Inside 48 hours I am not able to move it, because your slot has been held and there is not enough time to offer it to another family.

If you do not join and have not been in touch, the call is used.

Can I have a refund?

Once your call has taken place it is not refundable, because the advice has been given.

If you have booked and have not yet had your call, email me at gemma@hushlittledarling.com and I will look at your options with you.

1:1 SUPPORT

What is included?

Each package is described in full on its own page: The Fresh Start Package, The Solid Ground Package and The Village Sleep Package.

Which one suits your family depends on your child's age, how long the habit has been going on, and how much day to day support you want. We work that out together on your discovery call, and I will not put you in a bigger package than you need.

When do we start?

Your support needs to begin within 30 days of your consultation. We agree your start date together, and I will hold it for you.

If you have not started within 30 days, the package is treated as complete and is not refundable.

Can I move my start date?

Yes, as long as you let me know at least 48 hours before we are due to begin, and the new date still falls inside the 30 days.

Can I pause once we have started?

You can pause once, for up to seven days. After that your plan will be closed and support ends.

Can I have a refund?

Because your plan is written specifically for your child, refunds are not available once your plan has been written or your consultation has taken place.

If you have booked but nothing has started yet, email me and I will look at your options with you.

Unused calls

All calls need to be used inside your support window. They cannot be carried over.

What if I cannot follow the plan exactly?

Results depend on consistency, and I will always adjust the plan around what is realistic for your family. What I cannot do is promise a result if the guidance is not followed.

THE APPROACH

Will there be crying?

Yes. Some crying is a normal and expected part of your little one learning a new skill.

I use responsive self settling methods, such as gradual retreat or interval check ins. Your child is supported throughout. This is not cry it out, and I will talk you through exactly what we are doing before we start, so you feel confident about it.

Is your advice medical?

No. My work is behavioural and educational, not medical. Please check with your GP about any medical concerns before starting a sleep plan.

PAYMENT

When do I pay?

Rescue Calls are paid at the time of booking. 1:1 packages are paid before your start date.

YOUR RIGHT TO CANCEL

When you book online you normally have 14 days to change your mind. Because most families need help sooner than that, you will be asked to agree that your call or your support can start inside those 14 days. Once it has started, that cancellation right no longer applies.

You will see this as a tick box when you book:

I understand my call or support may take place within 14 days of booking. I agree to it going ahead in that time, and I understand that once it has, I lose my right to cancel and receive a refund.

DATA AND PRIVACY

How is my data stored?

Securely, in line with UK GDPR and my Privacy Policy. Details about your child's health and sleep are used only to prepare your plan. They are never shared or sold.

How long do you keep it?

Up to seven years, for insurance and record keeping. You can ask for it to be deleted sooner by emailing gemma@hushlittledarling.com.

OTHER

All plans, materials and resources belong to Hush Little Darling and are for your own use. Please do not copy or share them.

All client spaces, including WhatsApp, are respectful and supportive. I reserve the right to end support if that is not the case.

By booking any service you agree to my Terms of Service and Privacy Policy.

Any questions, email gemma@hushlittledarling.com