General Service Level Agreement Note
Service Level Agreement Relating to Midwife Hosted Classes
Expecting offer access to our antenatal course content through affiliated, self-employed midwives. On booking one of our midwife hosted courses customers will pay a non-refundable deposit for the booking. The full amount for a customers booking stated on the relevant booking page must be paid to the host midwife before the first midwife hosted class the customer (and partner) attend. Failure to pay this amount will result in the customer (and partner) not being permitted to attend the class. If the customer pays the full amount once the course has started the customer (and partner) may then access the remaining sessions of the course.
Details of class times may vary from time to time and are published on the website. Expecting reserves the right to change class times or cancel classes at its discretion. If sessions within a course are cancelled due to unforeseen circumstances the relevant host midwife will endeavor to find another suitable time to hold the class. If this is not possible Expecting will give the customer temporary access to the on-line course so that course material is still covered. If classes are cancelled including the final class and a suitable time cannot be found for a replacement class, customers will be given temporary access to the on-line course and the option to have a video call with an Expecting Midwife.
If a whole course is cancelled by the host midwife of Expecting and no suitable replacement class can be offered to the customer then a full refund shall be issued and access to the on-line course be made available at a discounted rate.
If the customer fails to attend a class for any reason, Expecting will provide the customer with temporary access to the on-line course for the class missed. No refunds will be issued in the event that a customer misses a midwife hosted class.
It is at the discretion of the Expecting midwife to decide if the matter discussed is too complex or if information provided is insufficient. The Expecting midwife may then advise you to seek medical advise and/or discuss the matter with your midwife, GP or obstetrician. It is then your responsibility to do so.
Expecting does not tolerate abusive or threatening behaviour directed at host midwives or other clients in classes. Expecting host midwives reserve the right to refuse admission or remove you from a class if behaviour is deemed unacceptable.
Service Level Agreement Relating to the On-line Course
Upon purchasing the on-line antenatal course customers will be given 31 days access to four videos covering the core curriculum content provided by Expecting. It is the customer’s responsibility to purchase the on-line course at a suitable time to allow them to watch all four videos and make use of the midwife video call before going into labour. Expecting offers a guide to help you watch these at the most likely appropriate time given mean gestation times but cannot guarantee these to be accurate for each individual. The videos will still be available at any point during the 31 days and are still useful even after labour. Expecting will provide multiple times to suit the customer in which to arrange the midwife video call. The midwife video call can be arranged even after the 31 day period and up until 28 days after the customers child/children are born.
If opting to ‘start course now’ your access to material begins immediately and you waive the right to withdrawal.If choosing a later start date you waive the right to withdrawal from that chosen start date.
Video calls with an Expecting midwife following the online course will last approximately 30 minutes.
It is at the discretion of the Expecting midwife to decide if the matter discussed is too complex or if information provided is insufficient. The expecting midwife may then advise you to seek medical advise and/or discuss the matter with your midwife, GP or obstetrician. It is then your responsibility to do so.
Expecting does not tolerate abusive, threatening behaviour directed at midwives during video calls and reserve the right to terminate the call at any time should such behaviour occur.
Service Level Agreement Relating to Hypnobirthing Courses
Hypobirthing courses are run online via the video-conferencing Zoom. The customer is responsible for ensuring that they have access to this technology and technologies required for it’s use at the advertised time.
If for any reason the customer is unable to attend the course on the advertised time, the customer will be offered the opportunity to attend a class at another time. If the customer fails to attend this alternative they waive the right to withdrawal or to attend another alternative.
If the course is cancelled by expecting the customer will be offered a place on an alternative class. If this is not suitable the customer will be offered a refund in full.