Terms and Conditions

Version: 11 July 2026

 

1. Provider and application

 

1.1 These Terms and Conditions apply to contracts for services supplied by Veronica Aguado Ortiz, trading as “Matrescence by Verónica”, an Einzelunternehmen with business address at Danziger Str. 142, 10407 Berlin, Germany (“Matrescence”, “I” or “me”). Contact: hello@matrescencebyveronica.com;.

 

1.2 “Matrescence by Verónica” is a business designation and is not a separate legal person.

 

1.3 These Terms apply to consumers who book or purchase a service through the website, a booking link or another distance-communication channel. A consumer is a natural person acting mainly for purposes outside their trade, business or profession.

 

1.4 The version made available before the order and supplied with the contract confirmation applies to the booking. Individual written arrangements agreed for a specific client take priority over these Terms.

 

2. Services and service schedules

 

2.1 I provide remote educational, coaching and practical support in the areas of infant sleep, lactation and feeding, motherhood, return to work, career, leadership and family wellbeing.

 

2.2 The exact service, price, appointment duration, inclusions and support period are displayed on the relevant service page and in the booking confirmation. The following standard descriptions apply unless the booking confirmation expressly states otherwise:

• Lactation and feeding session: one online session of approximately 60 minutes, focused on the concern described in the intake form, followed by a concise written summary of agreed information and next steps.

• Motherhood and career coaching session: one online coaching session of approximately 60 minutes, focused on an agreed question, decision, conversation, boundary or practical next step.

• Gentle baby sleep support programme: an individual remote programme lasting approximately four to six weeks, with approximately three hours of scheduled sessions in total, an individual written plan or guidance, agreed revisions and message support during the stated support period.

 

2.3 A service is educational and supportive. It is not medical, psychiatric, psychological, psychotherapeutic, midwifery, legal or emergency care. The Health & Non-Medical Scope forms part of the contract.

 

3. Booking and formation of the contract

 

3.1 Service descriptions on the website are an invitation to place an order and are not a binding offer unless expressly stated otherwise.

 

3.2 Before submitting an online order, you can review and correct the details entered using the controls provided in the booking and checkout process.

 

3.3 You place a binding order by completing the checkout and selecting the final button that clearly indicates an obligation to pay. The contract is formed when you receive the booking or contract confirmation from me, or when I begin performance at your request, whichever occurs first under the stated booking flow.

 

3.4 You must provide accurate contact, billing, booking and intake information and update material information that changes before or during the service.

 

4. Prices, small-business tax treatment and payment

 

4.1 All consumer prices are stated in euros as final prices. Matrescence by Veronica applies the small-business exemption under section 19 of the German VAT Act (Kleinunternehmerregelung). VAT is not shown separately.

 

4.2 The price and accepted payment methods are displayed before the order is placed. Unless the booking page states otherwise, payment is due in full at booking.

 

4.3 Payments are processed through the payment providers displayed at checkout. A booking may be suspended or cancelled if payment is not completed, reversed or remains due after a reasonable reminder.

 

4.4 You are responsible for any charges imposed by your own bank or payment provider. I do not charge an additional payment-method fee unless it is clearly disclosed and legally permitted.

 

5. Appointments, time zone and technical requirements

 

5.1 Appointments take place online through Google Meet. Unless otherwise stated, appointment times are shown in the time zone displayed during booking and confirmed in the booking email.

 

5.2 You are responsible for a suitable device, stable internet connection, compatible software and a sufficiently private environment. You should test the connection before the appointment.

 

5.3 Late arrival does not normally extend the scheduled end time. If you are more than 15 minutes late without contact, the appointment may be treated as a no-show.

 

5.4 If a technical failure attributable to me prevents delivery, the affected time will be rescheduled or refunded. If a failure attributable to your equipment or connection prevents delivery, the cancellation rules apply, subject to reasonable consideration of the circumstances.

 

6. Written plans, message support and package validity

 

6.1 Written summaries, plans or guidance are prepared on the basis of the information available at the time and are intended for the client’s household. They may be revised only within the scope and support period stated for the booked service.

 

6.2 Where message support is included, it is available through WhatsApp or email on Monday to Friday from 8am to 8pm. The channel is not continuously monitored and must not be used for emergencies.

 

6.3 A single-session booking must be used within three months after purchase unless a different validity period is shown at booking. A sleep programme begins on the agreed start date and normally ends six weeks later. Unused appointments or support time expire at the end of the applicable validity period unless an extension is agreed in writing or mandatory law requires otherwise.

 

6.4 Message support is limited to the booked subject and does not include continuous live access, emergency assessment, unlimited document review or unrelated new consultations.

 

7. Client responsibilities and professional advice

 

7.1 You remain responsible for decisions, child supervision, the sleep and feeding environment, medication and healthcare, and for following individual advice given by appropriately regulated healthcare professionals.

 

7.2 You must disclose relevant professional advice that affects the requested support and seek qualified assessment for medical, developmental, safeguarding or emergency concerns.

 

7.3 You must not use the service to delay urgent or necessary healthcare. If a recommendation from Matrescence conflicts with individual advice from a qualified professional who has assessed you or your child, you should pause and clarify the issue with that professional.

 

7.4 Respectful communication is required. Abusive, threatening, discriminatory or unsafe conduct may result in suspension or termination under clause 14.

 

8. Cancellation, rescheduling, lateness and no-shows

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8.1 You may cancel or reschedule an individual appointment without charge by giving at least 48 hours’ notice through email.

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8.2 For a cancellation or rescheduling request received less than 48 hours before the appointment, I may charge reasonable compensation for the reserved time after taking into account expenses saved and whether the appointment can be allocated to another client.

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8.3 For a cancellation received less than 24 hours before the appointment, or where you do not attend, the compensation may be up to 100% of the session price if the appointment cannot reasonably be reallocated.

 

8.4 You remain entitled to demonstrate that no loss occurred or that the actual loss was substantially lower.

 

8.5 Reasonable flexibility may be offered for sudden illness, birth-related circumstances, an emergency or another exceptional event, particularly where babies or postpartum families are involved. This does not create an automatic entitlement to waive the applicable compensation.

 

8.6 If I cancel an appointment, you may choose an equivalent rescheduled appointment or a refund of the price allocated to the affected service. This clause does not limit your statutory withdrawal or other mandatory consumer rights.

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9. Programme cancellation and unused services

 

9.1 If you ask to end a programme after work has begun, any refund is calculated by deducting the value of services already supplied, including completed sessions, preparation, assessment, written work, revisions and support already made available, together with any legally permissible loss caused by the cancellation. Expenses saved and the possibility of reallocating reserved capacity will be taken into account.

 

9.2 You may demonstrate that the retained amount or claimed loss is lower. No blanket forfeiture applies where it would be legally impermissible.

 

9.3 Statutory withdrawal rights apply independently and take priority where exercised within the applicable period.

 

10. Statutory right of withdrawal

 

10.1 Consumers entering into a distance contract generally have a statutory right of withdrawal. The Withdrawal Information and Model Withdrawal Form are supplied before or at contract conclusion and form part of the contractual information.

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10.2 If you expressly request that a paid service begin before the end of the 14-day withdrawal period and later withdraw, you may be required to pay the legally permissible proportionate amount for the service already supplied. The right of withdrawal may expire after the service has been fully performed where all statutory requirements have been satisfied.

 

11. Non-medical scope, referral and emergencies

 

11.1 I do not diagnose or treat disease and do not provide medical, psychiatric, psychotherapeutic, midwifery or emergency care.

 

11.2 I may decline, pause or end support and recommend assessment by an appropriate professional where the matter may require diagnosis or treatment, is outside my training or competence, is unsuitable for remote support, presents a possible risk, raises safeguarding or significant mental-health concerns or cannot be assessed on the information available.

 

11.3 A referral recommendation is not a diagnosis. Messages and forms are not continuously monitored. In Germany, call 112 for a life-threatening situation or risk of permanent harm and 116117 for urgent, non-life-threatening medical assistance when practices are closed. Outside Germany, use the applicable local service.

 

12. No guaranteed outcome

 

Each client, baby and family is different. I do not guarantee a particular milk supply, feeding method, breastfeeding duration, infant weight outcome, sleep duration, number of night wakings, programme completion time, career decision, promotion, negotiation outcome or emotional result.

 

13. Materials and intellectual property

 

Written plans, worksheets, templates, session materials and other resources are supplied for your personal household use. You may not publish, resell, copy for commercial use, teach, distribute or share them publicly without prior written permission, except where mandatory law permits.

You retain ownership of material that you provide. You grant me the limited permission necessary to use it for the performance and administration of the booked service.

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14. Suspension and termination for cause

 

14.1 Either party may terminate the contract for serious cause where continuation cannot reasonably be expected.

 

14.2 I may suspend or terminate a service for non-payment, abusive conduct, serious non-cooperation, a safety or safeguarding concern, a necessary referral, repeated misuse of the message channel or a situation outside the agreed non-medical scope.

 

14.3 Where termination is not caused by your material breach, the price of undelivered services will be refunded after deducting the value of services already supplied. Mandatory rights remain unaffected.

 

15. Data protection and electronic communications

 

Personal data is processed as described in the Privacy Policy. Ordinary email and consumer messaging services cannot be guaranteed completely secure. You should not send unnecessary medical records or urgent information through those channels.

Contractual notices may be sent to the email address supplied during booking. You must inform me if that address changes.

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16. Liability

 

16.1 Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability for intent, gross negligence, injury to life, body or health and mandatory statutory liability.

 

16.2 For other damage caused by slight negligence, I am liable only where a material contractual obligation has been breached. In that case, liability is limited to the foreseeable damage typical of the contract. A material contractual obligation is one whose performance is necessary for proper performance of the contract and on which the client may normally rely.

 

16.3 The limitations in this clause also apply to representatives and persons used to perform the service, to the extent legally permitted.

 

17. Complaints and consumer dispute information

 

Complaints may be sent to hello@matrescencebyveronica.com. I will aim to acknowledge a complaint within five business days and provide a substantive response within a reasonable period, depending on the issue.

I am neither willing nor obliged to participate in dispute-resolution proceedings before a consumer arbitration board.

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18. Applicable law and mandatory consumer protection

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German law applies. This choice does not deprive a consumer of mandatory protections that apply under the law of the country in which the consumer has their habitual residence. Mandatory rules on jurisdiction remain unaffected.

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19. Changes, written agreements and severability

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Changes to an existing contract require agreement unless mandatory law provides otherwise. If an individual provision is invalid or unenforceable, the remaining provisions continue to apply. The applicable statutory rule replaces the invalid provision; no commercially rewritten replacement is automatically deemed agreed.