1. Introduction

1.1. These Terms and Conditions (“Terms”) govern access to and use of the Still Mom platform (“Still Mom”, “we”, “our” or “us”), including the booking and provision of services through the Platform.

1.2. By accessing or using the Platform, booking a service, or offering services through Still Mom, you agree to be bound by these Terms.

1.3. If you do not agree with these Terms, please do not use the Platform.

2. Definitions

Client – an individual who books services through Still Mom.

Specialist – an independent professional registered with Still Mom who provides services to Clients.

Platform – the Still Mom website and related technical infrastructure, including Amelia, WooCommerce, Stripe and other tools used to provide the service.

Meeting – a scheduled session between a Client and a Specialist.

User – a Client or Specialist using the Platform.

3. Eligibility and Registration

3.1. Users must be at least 18 years old to use the Platform.

3.2. Users must provide accurate, complete and up-to-date information when registering or making a booking.

3.3. Still Mom may suspend or restrict access to the Platform where a User breaches these Terms, applicable law, or relevant Platform policies.

4. Bookings and Payments

4.1. Bookings are made through the Still Mom Platform using the available booking system.

4.2. Payments are processed through the payment methods made available on the Platform, including Stripe and other supported payment providers.

4.3. Available payment methods may include Visa, MasterCard, American Express, PayPal and online bank transfer, depending on availability.

4.4. Unless otherwise stated, payment must be made in advance.

4.5. A Meeting is confirmed only after successful completion of the booking and payment process.

5. Cancellations, Rescheduling and Refunds

5.1. Client Cancellations

Clients may cancel a Meeting at least 24 hours before the scheduled start time and receive a full refund.

Cancellations made less than 24 hours before the scheduled Meeting may be treated as late cancellations and may not be eligible for a refund or credit, unless otherwise agreed by Still Mom or the Specialist, and subject to any mandatory consumer rights.

5.2. No-Shows

If a Client does not attend a scheduled Meeting without cancelling or rescheduling within the applicable timeframe, the Meeting will be considered a no-show and no refund will normally be provided, subject to applicable law.

5.3. Client-Initiated Rescheduling

Clients may request to reschedule a Meeting up to 24 hours before the scheduled start time, subject to the Specialist’s availability.

Requests made less than 24 hours before the scheduled Meeting will normally be treated as a late cancellation and may not be eligible for a refund or credit, unless otherwise agreed or required by applicable law.

5.4. Specialist-Initiated Rescheduling

If a Specialist is unable to attend a scheduled Meeting, the Client will be offered a reasonable alternative date or time. If no suitable alternative can be agreed, the Client will be entitled to a full refund for the affected Meeting.

5.5. Specialist Cancellation

Where a Specialist cancels a Meeting and no alternative time is agreed, the Client will receive a full refund.

5.6. Refund Processing

Approved refunds will be processed through the original payment method unless another method is expressly agreed with the Client and does not cause additional cost to the Client.

For ordinary booking refunds, payment-provider and bank processing may mean that the refund appears in the Client’s account approximately 5–10 business days after Still Mom initiates it. This operational processing estimate does not override any statutory deadline applicable to a consumer withdrawal or other mandatory refund rights.

6. Statutory Right of Withdrawal for Distance Contracts

6.1. Where applicable under Luxembourg and EU consumer law, a Client entering an eligible service contract at a distance may have a statutory right to withdraw within 14 calendar days from conclusion of the contract.

6.2. Certain services may be excluded from this statutory right where an exception under applicable law applies, including certain healthcare services and certain services relating to leisure activities provided for a specific date or period.

6.3. Where a statutory right of withdrawal applies, it takes precedence over Still Mom’s contractual cancellation and rescheduling policy.

6.4. Where no statutory withdrawal right applies, or once that right has expired or lawfully ceased, Still Mom’s 24-hour cancellation and rescheduling policy will apply.

7. Specialist Policies

7.1. Specialists provide their services as independent professionals and are not employees of Still Mom.

7.2. Specialists are responsible for the professional quality, content and methodology of the services they provide.

7.3. Prices may vary between Specialists depending on their qualifications, expertise, experience and services offered.

7.4. Direct payments between Clients and Specialists for services booked through Still Mom are prohibited unless expressly authorized by Still Mom.

7.5. Meetings must be confirmed in the Platform within three days after they take place, where such confirmation is required.

7.6. Unless otherwise agreed, remuneration due to Specialists for services properly provided during a calendar month will be transferred once per calendar month via Stripe (or other means) to the Specialist’s designated bank account. Payment will normally be initiated on the 1st day of the following month, subject to the terms of the applicable Specialist Agreement, Stripe processing times, weekends, public holidays and other reasonable payment-processing delays.

8. Client Responsibilities

8.1. Clients are responsible for providing accurate booking and contact information.

8.2. Clients must maintain valid payment information where required for the relevant service.

8.3. Cancellations and rescheduling requests should be made through the available booking-management functionality, including the “My Calendar” section where applicable.

8.4. Clients are responsible for attending Meetings at the agreed time and ensuring they have the necessary internet connection, equipment and suitable environment for online sessions where applicable.

9. Complaints and Dispute Resolution

9.1. Clients should report complaints relating to a Meeting to Still Mom as soon as reasonably possible and preferably within 24 hours after the Meeting. Failure to report within 24 hours does not remove any mandatory statutory right.

9.2. Still Mom may assist Clients and Specialists in resolving disputes concerning services booked through the Platform.

9.3. Still Mom may review relevant booking information and communications and may, where appropriate, facilitate refunds, credits, alternative services or other reasonable solutions.

9.4. Any mediation or proposed resolution by Still Mom is without prejudice to the right of either party to pursue remedies available under applicable law.

9.5. Nothing in these Terms limits any mandatory statutory rights available to a Client under applicable consumer-protection law.

10. Good Specialist Guarantee

10.1. If a Client is dissatisfied with their first Meeting with a Specialist, they may contact Still Mom at info@still-mom.com.

10.2. Still Mom will review the circumstances and may, where appropriate, offer an alternative Specialist, credit, refund or another reasonable solution.

10.3. Any remedy offered under the Good Specialist Guarantee is assessed on a case-by-case basis and does not affect any mandatory statutory rights.

11. Health, Psychological Support and Emergency Disclaimer

11.1. Still Mom is designed to provide access to support, information, community resources and independent Specialists in connection with pregnancy loss, fertility journeys, emotional wellbeing and related life experiences.

11.2. Unless expressly stated otherwise for a particular service, Still Mom itself does not provide medical diagnosis, medical treatment, psychological diagnosis, psychotherapy, psychiatric treatment or emergency healthcare services.

11.3. Content available through the Platform, including articles, educational materials, community content, digital tools and general information, is provided for informational and supportive purposes only and is not intended to replace professional medical, psychological, psychiatric or other healthcare advice.

11.4. Clients should seek advice from an appropriately qualified healthcare professional regarding medical symptoms, diagnosis, treatment, medication, pregnancy, fertility, mental health or any other matter requiring clinical assessment.

11.5. Where a Specialist is a regulated healthcare or mental-health professional, that Specialist remains responsible for determining the scope of their professional services and for complying with all professional, ethical, licensing and regulatory obligations applicable to them.

11.6. Still Mom does not guarantee any specific medical, psychological, fertility, emotional or wellbeing outcome resulting from use of the Platform or services provided by Specialists.

11.7. Emergency Situations

Still Mom is not an emergency or crisis service. If a User believes that they or another person may be in immediate danger, is experiencing a medical emergency, or may harm themselves or another person, they should contact the appropriate emergency services immediately. Within the European Union, emergency services can generally be reached by calling 112.

Users should not rely on Still Mom, its Platform, community functions or individual Specialists as a substitute for emergency medical, psychiatric or crisis intervention services.

12. Role of Still Mom and Liability

12.1. Still Mom provides a Platform through which Clients can discover, book and communicate with independent Specialists.

12.2. Unless expressly stated otherwise, Still Mom does not itself provide the professional services delivered by Specialists.

12.3. Specialists remain responsible for their professional services, advice, conduct and compliance with the professional obligations applicable to them.

12.4. To the maximum extent permitted by applicable law, Still Mom will not be liable for indirect or consequential losses where such exclusion is legally permissible.

12.5. To the extent permitted by applicable law, Still Mom may limit its contractual liability in connection with a particular paid service to the amount paid by the Client for that service. This limitation does not apply where a limitation or exclusion of liability would be prohibited or unfair under applicable law.

12.6. Nothing in these Terms excludes or limits liability for death or personal injury caused by Still Mom’s own act or omission, fraud, wilful misconduct, or any other liability that cannot lawfully be excluded or limited.

12.7. Nothing in these Terms limits or removes mandatory legal remedies available to a consumer in the event of non-performance or defective performance.

13. Invoices and Platform Fees

13.1. Applicable prices, fees and charges will be displayed through the Platform or otherwise communicated before payment becomes due.

13.2. Where an invoice is issued and payment is not made immediately through the Platform, the invoice must be paid within 7 days, unless another payment period is specified.

13.3. Failure to pay an outstanding invoice may result in suspension or restriction of access to the relevant services.

13.4. Where specifically requested and available, a physical duplicate invoice may be subject to an administrative fee of €5.

14. Privacy and Data Protection

14.1. Still Mom processes personal data in accordance with applicable data-protection legislation, including the General Data Protection Regulation (EU) 2016/679 (“GDPR”).

14.2. Additional information concerning the collection, use, storage and protection of personal data is available in the Still Mom Privacy Policy.

14.3. Where health-related or other special-category personal data is processed, such data will be handled in accordance with the additional protections required under applicable data-protection law.

15. Changes to the Terms

15.1. Still Mom may update these Terms from time to time, including where necessary to reflect changes to services, technology, business practices or applicable legal requirements.

15.2. Updated Terms will be published on the Platform.

15.3. Where required by applicable law, Users will be informed of material changes before those changes take effect.

15.4. Continued use of the Platform following the effective date of updated Terms constitutes acceptance of the updated Terms only to the extent permitted by applicable law.

16. Governing Law and Jurisdiction

16.1. These Terms are governed by the laws of the Grand Duchy of Luxembourg, without prejudice to any mandatory protections that may be available to a consumer under the law applicable to that consumer.

16.2. Any dispute relating to these Terms or use of the Platform will be subject to the competent courts determined in accordance with applicable law, including mandatory EU consumer-jurisdiction rules. Nothing in these Terms requires a consumer to waive a jurisdiction right that cannot lawfully be waived in advance.

17. Contact

Still Mom S.à r.l.
Email: info@still-mom.com

We aim to respond to enquiries as promptly as reasonably possible.