1. Introduction

1.1. These Client Payment Policies apply to payments, bookings, cancellations, rescheduling and refunds for services booked through the Still Mom platform (“Still Mom”, “we”, “our” or “us”).

1.2. Clients may use Still Mom services throughout the year, or book individual Meetings as needed.

1.3. The frequency and duration of use are generally at the Client’s discretion, subject to Specialist availability, service conditions and these Policies.

1.4. These Policies should be read together with the Still Mom Terms and Conditions and Privacy Policy. If there is an inconsistency, mandatory law will prevail and the Terms and Conditions will govern the general Client relationship unless a more specific rule applies.

2. Accepted Payment Methods

2.1. Still Mom may accept payment methods including Visa, MasterCard, American Express, PayPal and online bank transfer, depending on availability.

2.2. Clients are responsible for providing accurate and valid payment information when making a booking.

2.3. Where an ongoing service requires a valid payment method, the Client is responsible for keeping the relevant payment information up to date.

2.4. Payments may be processed through Stripe or other payment providers made available through the Platform.

3. Pricing and Payments

3.1. The price applicable to a Meeting or service will be displayed before the Client confirms the booking.

3.2. Prices may vary depending on the Specialist, service type, qualifications, experience, duration or other relevant factors.

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

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

3.5. Following confirmation, the Client will normally receive booking information electronically, including relevant details such as the service, date and time.

4. Prepaid Sessions, Packages and Credits

4.1. Where available, Clients may purchase sessions, packages or credits in advance.

4.2. The validity period and any material conditions applicable to a prepaid session, package or credit will be communicated at or before the time of purchase.

4.3. Refunds for unused prepaid services will be handled in accordance with the applicable purchase conditions, these Policies, the Terms and Conditions and any mandatory consumer-protection rights.

4.4. Any expiry of prepaid value will apply only where the expiry rule was clearly disclosed before purchase and is permitted by applicable law.

5. Cancellation Policy

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 or required by applicable law.

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 treated as a no-show and no refund will normally be provided, subject to applicable law.

5.3. How to Cancel

Clients should cancel through the booking-management functionality provided on the Platform, including “My Calendar > Cancel” where available. A cancellation is considered effective once it has been successfully submitted through the designated Platform functionality or otherwise confirmed by Still Mom.

6. Rescheduling

6.1. Client-Initiated Rescheduling

Clients may request to reschedule a Meeting at least 24 hours before the scheduled start time, subject to the Specialist’s availability. Requests made less than 24 hours before the Meeting may be treated as late cancellations unless otherwise agreed.

6.2. Specialist-Initiated Rescheduling

If a Specialist needs to reschedule, 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.

6.3. Specialist Cancellation

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

7. Statutory Right of Withdrawal

7.1. 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.

7.2. 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.

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

7.4. 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.

8. Refund Processing

8.1. Approved refunds will normally be returned through the original payment method, unless another method is expressly agreed and does not impose additional cost on the Client.

8.2. For ordinary booking refunds, payment-provider and bank processing may mean that the refund appears approximately 5–10 business days after Still Mom initiates it.

8.3. Where a statutory withdrawal or other mandatory refund right applies, Still Mom will comply with the applicable legal reimbursement deadline notwithstanding the operational estimate above.

9. Complaints and Dispute Resolution

9.1. Clients should report any complaint relating to a Meeting, booking or payment as soon as reasonably possible and preferably within 24 hours after the relevant Meeting. This preferred reporting period does not remove mandatory statutory rights.

9.2. Still Mom may assist the Client and Specialist in resolving disputes relating to services booked through the Platform.

9.3. Still Mom may review relevant booking information, communications and payment records and may, where appropriate, facilitate refunds, credits, payment corrections, an alternative Meeting or Specialist, or another reasonable solution.

9.4. Any mediation or proposed solution by Still Mom is without prejudice to the right of the Client or Specialist to pursue remedies available under applicable law.

9.5. Nothing in these Policies limits any mandatory statutory or consumer-protection rights available to the Client.

10. Role of Still Mom and Liability

10.1. Still Mom provides a Platform through which Clients can discover and book services from independent Specialists.

10.2. Specialists operate as independent professionals and remain responsible for the professional content, methodology and quality of their services.

10.3. 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. No such limitation applies where it would be prohibited or unfair under applicable law.

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

10.5. Nothing in these Policies limits mandatory remedies available to a consumer for non-performance or defective performance.

11. Good Specialist Guarantee

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

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

11.3. The Good Specialist Guarantee does not affect any mandatory statutory rights available to the Client.

12. Customer Support

12.1. Still Mom provides email support for questions relating to bookings, payments, refunds, services or the Platform.

12.2. Contact: info@still-mom.com

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

13. Changes to These Policies

13.1. Still Mom may update these Client Payment Policies from time to time to reflect changes in services, payment processes, Platform functionality or applicable legal requirements.

13.2. Material changes will be communicated where required by applicable law.

13.3. Updated Policies will apply from the date indicated when they are published or otherwise communicated, subject to applicable law and without retroactively removing accrued rights.