terms & Conditions
Mystri Mumma
Last updated: 01 September 2026
These Terms & Conditions set out the basis on which Mystri Mumma provides doula, hypnobirthing, postnatal, pregnancy, baby and family support services.
By booking a service with Mystri Mumma, you agree to these Terms & Conditions together with the specific details of the service or package you have booked.
1. ABOUT MYSTRI MUMMA
Mystri Mumma is owned and operated by Pooja Mistry.
Mystri Mumma provides non-clinical pregnancy, birth, postnatal, hypnobirthing and family support services.
My role is to provide information, education, practical support, emotional support and continuity of care. I do not replace your midwife, doctor, obstetrician, health visitor or other healthcare professional.
You remain responsible for your own healthcare decisions and those relating to your baby.
2. BOOKING YOUR SERVICE
Your booking becomes confirmed once:
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you have completed the required booking information;
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you have agreed to the relevant service or package;
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and any required booking payment or deposit has been received.
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Details of what is included in your chosen service, the price and any payment schedule will be confirmed at the time of booking.
Your booking is personal to you and cannot be transferred to another person without prior agreement from Mystri Mumma.
3. PAYMENTS
All prices are stated in pounds sterling (£) and are the prices applicable at the time of booking.
Where a payment plan has been agreed, payments must be made according to the agreed schedule.
If a payment is overdue, Mystri Mumma may pause future non-essential services until the account is brought up to date.
No additional services, hours or expenses will be charged without your agreement, unless they have already been clearly stated as part of your chosen package.
4. WHAT MY SUPPORT INCLUDES
The exact support you receive depends on the service or package you have booked.
This may include, where applicable:
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antenatal preparation;
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birth planning and preference discussions;
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hypnobirthing education;
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practical birth preparation;
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emotional support;
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birth partner preparation;
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support during appointments;
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continuous labour and birth support;
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post-birth support;
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postnatal support;
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virtual support via phone, WhatsApp or email;
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educational resources and materials;
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practical family support.
Your individual package details will take priority where they provide more specific information about what is included.
5. DOULA SUPPORT IS NON-CLINICAL
Mystri Mumma provides non-clinical support.
I do not:
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diagnose medical conditions;
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provide medical treatment;
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give medical advice;
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perform clinical examinations;
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make decisions on your behalf;
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replace your maternity team;
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guarantee a particular type of birth or birth outcome.
I can help you understand information, prepare questions, explore your preferences and communicate your wishes, but medical decisions remain between you and your healthcare professionals.
6. YOUR BIRTH, YOUR CHOICES
Mystri Mumma supports informed choice and individual decision-making.
I will not make decisions about your care for you or encourage you to accept or refuse a particular medical intervention.
Birth plans and preferences can change. Your circumstances, your baby's circumstances and the advice of your maternity team may mean that your original plans need to change.
Where this happens, I will continue to support you within the scope of my role.
7. ON-CALL BIRTH SUPPORT
Where your package includes an on-call period, the dates and arrangements will be confirmed as part of your booking.
During your agreed on-call period, I will make reasonable efforts to remain available for your birth.
Births are unpredictable and, in exceptional circumstances, I may be unable to attend personally.
If I am unable to attend, an agreed backup doula or alternative support arrangement may be offered where available.
Where a backup is required, I will communicate this with you as soon as reasonably possible.
Your specific package may contain additional information about backup arrangements.
8. BIRTHS THAT CHANGE COURSE
Birth does not always follow the plan.
If your birth moves from home to hospital, from spontaneous labour to induction, from planned vaginal birth to caesarean or involves other changes to your circumstances, I will continue to support you where this is within my role and reasonably possible.
My support is not dependent on achieving a particular birth outcome.
Caesarean Births & Theatre Access
While I will always make every reasonable effort to attend and support you during a caesarean birth, my presence in theatre and/or the recovery area cannot be guaranteed.
Access to theatre and recovery is at the discretion of the hospital, theatre staff and clinical team. This may be particularly relevant in emergency situations, where hospital policies, clinical priorities, safety requirements or staffing arrangements may prevent me from being present.
If I am unable to accompany you into theatre or recovery, I will continue to offer support to you and your birth partner wherever possible and permitted by the hospital.
My commitment to supporting you remains, even when circumstances mean I cannot be physically present.
9. APPOINTMENTS
Where appointment support is included within your package, the number of appointments or hours available will be set out in your package details.
Additional appointments may be available at my current hourly rate, subject to availability.
Travel time and expenses may apply where these have not already been included within your package.
10. APPOINTMENT CANCELLATION & RESCHEDULING
For individual appointments, at least 48 hours' notice is requested if you need to cancel or reschedule.
Where less than 48 hours' notice is given, the appointment may be chargeable or the relevant package hours may be deducted, subject to the circumstances and the terms of your individual booking.
I will always aim to be reasonable where unexpected circumstances arise.
If I need to cancel or reschedule an appointment, I will provide as much notice as reasonably possible and offer an alternative appointment where appropriate.
11. POSTNATAL SUPPORT HOURS
Postnatal support is booked in blocks or packages as described at the time of booking.
The minimum postnatal visit is 2 hours, unless otherwise agreed.
Where a block of hours has been purchased, unused hours remain subject to the terms agreed at the time of booking and may not automatically be refundable.
Any expiry period or cancellation arrangements applying to your individual postnatal package will be confirmed at booking.
12. CANCELLATION BY YOU
If you need to cancel your booking, please contact Mystri Mumma in writing as soon as possible.
Your legal rights to cancel remain unaffected by these Terms & Conditions.
Where a statutory cancellation right applies, this will be honoured.
Where you cancel outside any statutory cancellation period, the amount refundable will depend on:
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the service or package booked;
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services already provided;
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work already undertaken specifically for your booking;
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payments already made;
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reasonable costs incurred;
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and whether your booking date or availability can reasonably be reallocated.
Any cancellation charge or amount retained will be proportionate to the actual loss or costs arising from the cancellation.
13. COOLING-OFF / DISTANCE CONTRACTS
Where you book a service online, by telephone or otherwise at a distance, you may have a statutory 14-day cancellation period, subject to applicable consumer law.
If you ask Mystri Mumma to begin providing services during this period, you may be required to pay for services actually provided up to the point you cancel, where permitted by law.
If you request that a service is completed in full during the cancellation period, you may lose your statutory right to cancel once the service has been fully performed where the legal requirements for this are met.
Nothing in these Terms & Conditions is intended to remove or restrict any legal right you have as a consumer.
14. NON-REFUNDABLE PAYMENTS
Where a payment is described as non-refundable, this does not override your statutory consumer rights.
Any non-refundable booking or retainer payment is intended to cover the reasonable costs and commitment associated with reserving your place or availability.
If you cancel, any amount retained will be considered in accordance with applicable consumer law and the circumstances of your cancellation.
15. IF MYSTRI MUMMA NEEDS TO CANCEL
I will make every reasonable effort to provide the services booked.
However, there may be exceptional circumstances where I am unable to provide a service, including birth doula attendance, serious illness, emergency, circumstances affecting my ability to safely provide support or circumstances outside my reasonable control.
Where I am unable to provide a service, I will communicate with you as soon as reasonably possible and, where appropriate, offer:
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an alternative date;
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an appropriate backup or replacement arrangement;
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or a refund for services that have not been provided,
depending on the circumstances and your legal rights.
16. COMMUNICATION
For ongoing support packages, communication may take place by phone, WhatsApp or email.
I will aim to respond within a reasonable timeframe.
WhatsApp, phone and email are not emergency services.
If you have an urgent medical concern relating to yourself or your baby, contact your maternity team, NHS 111 or emergency services as appropriate.
17. EMERGENCIES
Mystri Mumma is not an emergency medical service.
I cannot guarantee immediate responses to messages outside agreed support arrangements.
During labour, you should continue to follow the advice and instructions of your maternity team.
18. RESOURCES & EDUCATIONAL MATERIALS
Any manuals, recordings, digital resources, worksheets, cards, templates, portal content or other educational materials provided as part of your service are for your personal use.
They must not be copied, reproduced, shared, resold, uploaded or distributed without permission.
Access to digital resources may be subject to the terms of the relevant platform.
19. PHOTOGRAPHS, TESTIMONIALS & REVIEWS
Mystri Mumma may ask clients whether they would like to provide a testimonial, review or photograph for marketing purposes.
No testimonial, photograph or identifying information will be used for marketing without appropriate permission.
You are never required to provide a review or testimonial as a condition of receiving support.
20. CONFIDENTIALITY
I will treat information shared with me during your support as confidential and will respect your privacy.
There may be circumstances where information must be shared where required by law or where there is a serious concern regarding someone's safety or wellbeing.
Further information about how personal information is collected, stored and used can be found in the Mystri Mumma Privacy Policy.
21. SAFETY & PROFESSIONAL BOUNDARIES
I reserve the right to end or pause a service where there is abusive, threatening, discriminatory or unsafe behaviour towards me or another person.
Where possible, I will discuss concerns with you first and seek to resolve them.
This does not affect your statutory consumer rights.
22. TRAVEL
Where travel is included within your package, this will be explained at the time of booking.
Additional travel may incur a charge where agreed in advance.
Any travel expenses will be communicated clearly before they are incurred.
23. CHANGES TO YOUR BOOKING
if your circumstances change during pregnancy or after birth, please let me know.
Where reasonably possible, I will adapt your support to meet your changing circumstances.
Any significant change to the service, additional hours or additional support requested may require a revised agreement or additional payment.
24. LIMITATION OF LIABILITY
Mystri Mumma will provide services with reasonable care and skill.
Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or your statutory consumer rights.
Mystri Mumma does not guarantee any particular pregnancy, birth, feeding, postnatal or parenting outcome.
25. COMPLAINTS
If you are unhappy with any aspect of your experience, please contact me directly as soon as possible so that I have the opportunity to understand what has happened and try to resolve the issue.
Complaints should be sent to:
Email: pooja@mystrimumma.co.uk
I aim to acknowledge complaints within 10 working days and respond as soon as reasonably possible.
26. GOVERNING LAW
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in these Terms & Conditions affects any mandatory consumer rights you have under UK law.
27. CONTACT
If you have any questions about these Terms & Conditions or your booking, please contact:
Mystri Mumma
Pooja Mistry
Leicester, UK
Email: pooja@mystrimumma.co.uk
Website: www.mystrimumma.co.uk
Last updated: 01 September 2026