TERMS AND CONDITIONS
By proceeding with your booking, you will be required to confirm your acceptance of the following terms:
TERMS AND CONDITIONS
Drops of Gold: Infant Feeding Support Services
Dionne Grogan IBCLC RN HV | Croydon & South London | Last updated: June 2026
1. Introduction
These Terms and Conditions govern the use of lactation and infant feeding support services provided by Dionne Grogan, trading as Drops of Gold: Infant Feeding Support Services ("Drops of Gold", "we", "us", "our"). By booking a consultation or using any of our services, you agree to be bound by these Terms and Conditions.
Please read these Terms carefully before making a booking. If you have any questions, contact us at dropsofgolduk@gmail.com before proceeding.
2. About Us
Service provider: Dionne Grogan IBCLC RN HV
Trading as: Drops of Gold: Infant Feeding Support Services
Service area: Croydon, South London and surrounding areas (in-person); UK-wide (online)
Email: dropsofgolduk@gmail.com
Website: www.dropsofgolduk.com
3. Definitions
• "Client", "You", "Your" refers to the individual booking or receiving services from Drops of Gold.
• "Consultation" refers to any service session — whether in-person or online — provided by Drops of Gold.
• "IBCLC" means International Board Certified Lactation Consultant, a globally recognised professional credential in lactation and breastfeeding support.
• "Services" refers to all services offered by Drops of Gold, including antenatal preparation, postnatal support visits, online consultations, WhatsApp support packages, follow-up visits, breastfeeding debriefs, and mindful breastfeeding sessions.
• "Personalised Feeding Plan" means the written guidance and recommendations provided following a consultation.
4. Scope of Practice and Important Limitations
4.1 Nature of Services
Dionne Grogan is an International Board Certified Lactation Consultant (IBCLC), paediatric nurse, and health visitor. Services provided by Drops of Gold are professional lactation and infant feeding support services, grounded in current evidence and delivered in accordance with the IBLCE (International Board of Lactation Consultant Examiners) Code of Professional Conduct.
4.2 Not a Substitute for Medical Care
The services provided by Drops of Gold are not a substitute for medical advice, diagnosis, or treatment. IBCLC services complement — they do not replace — the care provided by your GP, midwife, health visitor, paediatrician, or other registered healthcare professionals.
You should always consult a qualified medical professional for any concerns about the health or wellbeing of yourself or your baby, including but not limited to:
• Symptoms suggesting infection, illness or medical conditions
• Significant weight loss or poor weight gain in your baby
• Any mental health concerns including postnatal depression or anxiety
• Any signs of serious feeding difficulties that may have an underlying medical cause
4.3 No Guarantees
While Drops of Gold will always provide thorough, evidence-based support and use reasonable professional skill and care, no specific outcome can be guaranteed. Every feeding journey is unique and individual results will vary.
4.4 Referrals
Where clinically appropriate, we may refer you to your GP, midwife, health visitor, or other healthcare professional. We may also signpost you to other community resources. It is your responsibility to act on such referrals promptly.
5. Booking and Appointments
5.1 How to Book
Appointments can be booked via our online booking system at www.dropsofgolduk.com, by email at dropsofgolduk@gmail.com, or via other channels as advertised. A booking is confirmed only when you have received a written confirmation from Drops of Gold.
5.2 Intake Information
Following booking, you will receive intake and consent forms. These must be completed before your consultation takes place. The information you provide helps ensure your consultation is safe, thorough, and tailored to your needs. Please ensure all information is accurate and complete.
5.3 Preparation for Consultations
Please ensure you are available and prepared at the agreed appointment time. For in-home visits, please ensure the environment is safe and accessible. For online consultations, please have a stable internet connection, a device with a working camera and microphone, and a private space.
5.4 Punctuality
If you are running late, please notify us as soon as possible. We will endeavour to accommodate you, but where a late start significantly reduces the consultation time, the session may still end at the originally scheduled time and the full fee will remain payable.
6. Fees and Payment
6.1 Pricing
Current fees for all services are displayed on our website at www.dropsofgolduk.com. Prices are inclusive of any applicable taxes. We reserve the right to amend our pricing, but changes will not affect confirmed bookings.
6.2 Payment
Full payment is required at the time of booking or as otherwise agreed. Where payment is not received, we reserve the right to cancel or decline to honour the booking. Details of accepted payment methods are provided during the booking process.
6.3 Receipts
A receipt or confirmation of payment will be provided upon request. Please retain this for your records.
7. Cancellation, Rescheduling, and Non-Attendance
7.1 Client Cancellation
We understand that circumstances change, especially in the postnatal period. If you need to cancel or reschedule, please notify us as soon as possible. Our cancellation policy is as follows:
• Cancellation with more than 48 hours' notice: Full refund or free rescheduling.
• Cancellation with 24–48 hours' notice: 50% of the fee will be retained, or you may reschedule on one occasion at no additional charge.
• Cancellation with less than 24 hours' notice or non-attendance ("no show"): The full fee is non-refundable.
7.2 WhatsApp Support Package
WhatsApp Support Packages are non-refundable once the package period has commenced.
7.3 Our Right to Cancel
In exceptional circumstances (such as illness or a family emergency), we may need to cancel or reschedule your appointment. In such cases, we will notify you as soon as reasonably possible and offer an alternative appointment at the earliest available time. If rescheduling is not possible, a full refund will be provided.
7.4 How to Cancel
Cancellations must be made by emailing dropsofgolduk@gmail.com or via the contact method confirmed at the time of booking. Cancellations by text or social media message alone may not be accepted as formal notification.
8. In-Home Consultations
8.1 Safe Working Environment
Where consultations take place in your home, you agree to ensure the environment is safe and suitable for our visit. This includes ensuring that any pets are secured and cannot access the working area, and that any relevant safety hazards are addressed.
8.2 Right to Withdraw
Drops of Gold reserves the right to refuse to enter, or to leave, any environment where we believe there is a risk to our health and safety. In such circumstances, the full fee will remain payable.
8.3 Travel Area
In-home visits are available within approximately five miles of Sanderstead, Croydon. Clients outside this area should contact us to discuss availability. Travel within the service area is included in the consultation fee unless otherwise stated.
9. Online Consultations and WhatsApp Support
9.1 Technology Requirements
For online consultations, you are responsible for ensuring you have a suitable device, stable internet connection, and a private space. We are not responsible for technical difficulties on the client side. Where significant technical issues prevent the consultation from proceeding, we will endeavour to reschedule at the earliest opportunity.
9.2 WhatsApp Support
WhatsApp Support Packages provide structured guidance via the WhatsApp messaging platform for the agreed duration (typically two weeks). Response times will be during agreed working hours. The WhatsApp Support Package does not constitute a clinical consultation, and urgent concerns should be directed to your healthcare team or relevant emergency services.
9.3 Recording of Online Consultations
Online consultations must not be recorded by either party without the prior written consent of the other party.
10. Confidentiality and Data Protection
10.1 Confidentiality
Drops of Gold is committed to maintaining the confidentiality of all information you share with us. Information about your consultations, your baby, and your feeding journey will not be shared with third parties without your consent, except:
• Where we are required to do so by law;
• Where we have a safeguarding concern for the safety of you, your baby, or another person; or
• Where a referral to another healthcare professional is made with your knowledge and agreement.
10.2 Data Protection
We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. By using our services, you consent to the processing of your personal data for the purposes of providing the services. Full details of how we collect, use, store, and protect your data are set out in our Privacy Policy, available on our website.
10.3 Retention of Records
Consultation records, including your feeding history and personalised plan, will be retained securely for a minimum of seven years from the date of the last consultation (or until your child reaches 25 years of age, whichever is the longer), in line with recommended professional standards. After this period, records will be securely destroyed.
10.4 Access to Your Records
You have the right to request access to the personal data we hold about you. Please contact us at dropsofgolduk@gmail.com to make a Subject Access Request. We will respond within one calendar month.
11. Photographs, Testimonials, and Social Media
11.1 Photography and Recording
No photographs, video, or audio recordings of you, your baby, or your consultation will be taken or shared without your express prior consent. A separate consent form will be provided where relevant.
11.2 Testimonials
If you provide a testimonial or review, we may use this for marketing purposes. You have the right to withdraw consent for use of your testimonial at any time by contacting us in writing. Any identifying information will only be published with your explicit consent.
12. Intellectual Property
All written materials, personalised feeding plans, guides, and resources provided by Drops of Gold in connection with your consultation are intended for your personal use only. They may not be reproduced, distributed, or shared commercially without our prior written permission. Intellectual property rights in all materials created by Drops of Gold remain with Drops of Gold.
13. Complaints Procedure
13.1 How to Make a Complaint
We are committed to providing a high quality, professional service. If you are dissatisfied in any way, please contact us in the first instance by emailing dropsofgolduk@gmail.com. We will acknowledge your complaint within five working days and aim to resolve it within 28 days.
13.2 Regulatory Body
IBCLCs are certificated by the International Board of Lactation Consultant Examiners (IBLCE) and are bound by the IBLCE Code of Professional Conduct. If you are unable to resolve a complaint directly with us, you have the right to refer the matter to the IBLCE at www.iblce.org.
14. Limitation of Liability
14.1 Standard of Care
Drops of Gold will provide services with reasonable skill and care, in accordance with the standards expected of a qualified IBCLC. We are not liable for any loss or outcome that results from inaccurate, incomplete, or withheld information provided by the client.
14.2 Exclusions
Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury arising from our negligence, or for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
14.3 Maximum Liability
Subject to clause 14.2, our total liability to you in connection with these Terms shall not exceed the total fees paid by you for the relevant service(s).
15. Professional Indemnity
Drops of Gold holds appropriate professional indemnity insurance. Details can be provided on request.
16. Changes to These Terms and Conditions
We reserve the right to update or amend these Terms and Conditions at any time. Updated Terms will be published on our website and will take effect from the date of publication. Changes will not affect any booking already confirmed under the previous Terms.
17. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Drops of Gold: Infant Feeding Support Services
Dionne Grogan IBCLC RN HV
Serving Croydon & South London, and Online