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Last updated: 23 October 2026

Terms & Conditions

These terms explain how individual and employer-funded services are agreed, paid for and delivered. Your written booking confirmation sets out the particular support you are buying.

1. Who provides the service

The Mum Desk is operated by Jeyda Roach, trading as The Mum Desk.

Business and complaints address: 10 Haywood Way, Reading, Berkshire, RG30 4QP

Email: themumdesk@outlook.com

“We”, “us” and “I” refer to The Mum Desk. “You” means the individual customer or the employer named in the booking confirmation. An employer-funded employee is the person receiving support; they are not personally responsible for an employer’s invoice unless they separately agree to buy additional services.

2. What we agree before work begins

You will receive a written booking confirmation setting out:

These terms and the booking confirmation form the agreement. We will identify and agree any differences between them before you accept. A contract is formed when you accept the written offer and we confirm the booking by email. An initial enquiry alone does not create a paid booking.

You will receive a copy of the agreed terms and booking details by email before services start. Nothing in the booking confirmation removes mandatory consumer rights.

3. Scope and standards

The service provides virtual research, planning, organisation and agreed family administration. We will carry it out with reasonable care and skill.

We will research the agreed questions and present relevant options clearly. Availability, prices, deadlines, eligibility rules and third-party policies may change. Research is accurate to the best of our knowledge at the date stated, but we cannot guarantee a childcare place, funding award, school offer, flexible working approval or any other third-party decision.

You remain responsible for your decisions and for checking essential details with the relevant provider or authority before committing money or submitting an application.

We do not provide regulated legal, financial, medical or therapeutic advice. Research into rights, funding and policies is information and signposting; specialist advice should be obtained where needed. This does not reduce our responsibility to perform our own agreed service with reasonable care and skill.

4. Information and authorisation

Please provide accurate information relevant to the agreed task and tell us promptly if circumstances change. We will explain if missing information affects the scope or delivery date.

We will not make purchases, incur third-party charges, sign agreements, submit applications or contact another organisation in your name unless you give specific authority and we agree the action in writing. You should review applications and important documents before submission. Do not send passwords or authentication codes by ordinary email.

Where tasks involve children or another person’s information, provide only what is necessary and ensure you are entitled to share it. We will discuss any sensitive information and appropriate arrangements before requesting it.

5. Prices, payment and expenses

Services are priced as an agreed fixed-price project or a stated cost per employee, rather than an open-ended hourly charge. The quote will identify what is included for that price, any task or usage limits and how additional employees or work will be priced. There is no charge for work that has not been agreed. The total price and payment schedule will be confirmed before you book. Any applicable VAT will be stated clearly; VAT will only be charged if legally applicable.

Individual customers: payment is due in full before the agreed service begins. For ongoing monthly support, each agreed monthly service period is payable in advance. Payment does not remove any statutory cancellation or refund rights.

Employer customers: a fixed-price project or one-off employee booking is invoiced when the booking is confirmed. Ongoing employer support is invoiced monthly in advance. All employer invoices are payable within 30 calendar days of the invoice date. The booking confirmation states the fixed project price or cost per employee, the number of employees included, the billing period where applicable and the agreed start date. Invoicing in advance does not mean payment must arrive before work starts: the agreed 30-day payment term applies. An employee receiving employer-funded support is not personally responsible for the employer’s invoice.

Third-party charges are separate unless specifically included. Expenses must be agreed in advance. We will not increase the price or add work without your written agreement.

If an invoice is overdue, we will contact you to resolve it. Following written notice and a reasonable opportunity to pay, we may pause work that depends on that payment. If you dispute an invoice in good faith, tell us why so we can investigate. We do not impose automatic late-payment penalties under these terms.

6. Changes and delivery

If you request a change, we will explain any effect on the price, scope and timetable before proceeding. You do not have to accept extra work or costs. If we cannot agree a change, the original agreement continues where practicable, or the cancellation provisions apply.

Delivery dates depend on the information and access needed for the task. We will tell you promptly about a material delay, explain the reason and discuss a revised date or appropriate cancellation. Statutory remedies remain available to consumers.

7. Consumer cancellation rights for remote bookings

This section applies where you book as an individual acting mainly outside your business or profession and statutory distance-contract cancellation rights apply. It does not normally apply to an employer buying for business purposes.

You normally have 14 days after the day the service contract is made to cancel without giving a reason. To cancel, email themumdesk@outlook.com or send a clear cancellation statement to our business address. You may use the model cancellation form below, but you do not have to.

We will not start during that period unless you expressly request it. If you ask us to begin early and cancel before completion, you may have to pay a proportionate amount for the service supplied up to cancellation, where the legal requirements for that charge have been met. This is not an automatic loss of the whole cancellation right.

If you expressly request early performance, acknowledge that you will lose your cancellation right once the service is fully performed, and the service is then fully performed, the statutory right ends at that point. We will obtain the required request and acknowledgement separately; acceptance of general terms alone is not treated as that request.

Where a refund is due under this cancellation right, it will be made without undue delay and within 14 days after we are informed of your decision, using the original payment method unless you expressly agree otherwise and without a refund fee. Any lawful proportionate deduction will be explained.

These terms do not shorten any extended cancellation right that applies if required information was not supplied.

8. Our standard cancellation policy

This policy is in addition to, and does not replace, the statutory cancellation rights in section 7 or any rights where a service is not supplied with reasonable care and skill. You can cancel by emailing themumdesk@outlook.com. No special form is required.

One-off individual support

If you cancel before work begins, we will refund your payment in full, except for any fair charge for a separately booked appointment cancelled late under section 9. Statutory cooling-off rights take priority. If you cancel after work has started, we will charge a fair proportion of the agreed price for work reasonably completed up to cancellation and refund the unused balance. Before you accept, the booking confirmation will allocate the fixed project price, or the price for each employee’s support, to defined stages or deliverables. Cancellation charges for completed work will follow those allocations and the proportion of each stage actually supplied. No undisclosed hourly rate will be imposed retrospectively. An allocation is not an automatic non-refundable deposit or permission to charge for a stage not supplied. Charges for completed work will not exceed the agreed price, and we will not charge twice for the same work. During a statutory cooling-off period, a charge will only be made where the legal requirements described in section 7 have been met.

Monthly individual support

There is no minimum commitment beyond the current monthly service period. The start and end dates of each period, monthly price and included support will be stated in your booking confirmation. Each monthly period is paid for upfront.

If continuing monthly support is agreed, it renews for successive monthly periods on those dates until cancelled. Email us before the next monthly period begins to stop renewal. We will acknowledge your cancellation by email; it takes effect when received and does not depend on when we acknowledge it.

You may continue to use the agreed support until the current paid period ends. There is no additional cancellation fee, and you will not be charged for future periods after cancellation takes effect. Outside statutory cancellation and service-failure rights, stopping renewal does not itself create a refund for a current period in which the agreed support remains available. For capacity-based monthly support, the booking confirmation must clearly state the tasks or hours reserved and any fair use-it-or-lose-it or carry-over arrangements before you accept. We will not treat all unused fees as automatically forfeited where that would be unfair or inconsistent with the service actually agreed. If you need to end the current period immediately, contact us so we can assess completed work, reserved capacity, costs saved and any replacement work, and explain any amount fairly due or refundable.

This does not limit cooling-off rights, rights relating to service failures, or any other mandatory subscription or renewal protections that apply. Any price change must be clearly notified before renewal, with an opportunity to stop the service before the new price applies. A new minimum term cannot be imposed without your agreement.

Employer bookings

The written quote will identify any programme-specific cancellation arrangements before the employer accepts. Unless a separate lawful arrangement is expressly agreed, an employer cancelling will pay only for work reasonably completed within the agreed scope and specifically approved, unavoidable costs incurred for that booking. We will take reasonable steps to minimise losses, explain the calculation and refund unused advance payments after deducting amounts properly due. There is no automatic forfeiture of all advance payments.

For ongoing employer support, the quote states the monthly service dates, agreed cost per employee or programme fee, included employees and any expressly agreed minimum commitment. Unless the quote clearly states a different agreed arrangement, an employer may stop renewal by emailing before the next monthly service period begins, with no commitment beyond the current period. Immediate cancellation of current work is dealt with using the completed-work and approved unavoidable-cost calculation above; unpaid future work is not automatically payable in full. The 48-hour appointment policy in section 9 also applies to employer-booked calls. Employer invoices remain payable within 30 calendar days of the invoice date.

If The Mum Desk cancels

If we cancel or cannot provide the agreed service, we will explain promptly and refund payments for services not supplied. Any charge for partial work must be fair, lawful and consistent with your statutory rights. We will discuss whether partial work is useful before treating it as delivered. These arrangements do not exclude any other remedy you may be entitled to.

Refunds under this standard policy will be made without undue delay and normally within 14 calendar days of confirming the amount due. Where a statutory refund deadline applies, that deadline takes priority and will not be postponed while an amount is being discussed.

9. Calls, cancellation and rescheduling — 48 hours’ notice

Please give at least 48 hours’ notice by email to cancel or move a booked call. Notice is measured in calendar hours before the agreed appointment time. With at least 48 hours’ notice, there is no appointment cancellation charge and we will try to agree a suitable replacement time. Rescheduling is subject to availability.

If you cancel with less than 48 hours’ notice or do not attend, a charge may apply only where the booking confirmation clearly disclosed the appointment price, or its allocation within a package, and the charge calculation before you booked. The charge will be limited to our reasonable, demonstrable net loss caused by the late cancellation, capped at that appointment price or allocation. We will deduct costs saved and income from replacement work for that slot, and take reasonable steps to reduce the loss. It will not automatically be the full appointment fee.

For a call included in a package, a late-cancellation charge may be deducted from the prepaid balance only on that disclosed basis. We will not both deduct it and charge again for the same missed slot. Any replacement call will be agreed separately; it will not be added or charged without your agreement. The rest of your package will not automatically be treated as delivered or cancelled because one call is missed.

We will consider genuine illness, family emergencies and other exceptional circumstances when deciding whether to waive or reduce a charge. If we cancel or move a call, no client cancellation charge applies; we will offer an alternative or refund the affected service as appropriate.

This appointment policy does not override statutory cooling-off rights or rights arising from a service problem. During a statutory cancellation period, only charges permitted under those rules may be made; a late-cancellation label does not create an additional entitlement to payment.

10. Confidentiality and employer-funded support

Both parties will treat non-public personal or business information received through the service as confidential, use it only for the agreed purpose and disclose it only where necessary and lawful.

Information may be shared with service providers needed to deliver the service, subject to appropriate information-handling arrangements, or where disclosure is required by law. Confidentiality does not prevent seeking appropriate professional advice or making a lawful report to a relevant authority.

An employer funding support receives confirmation that support was used, including an employee’s identity where necessary for the agreed administration. Routine usage reporting does not include personal conversation content, family circumstances, individual research or plans. Any additional sharing requires a separately agreed, lawful arrangement and appropriate transparency to the employee.

The employer must not request access to confidential personal details merely because it funds the support. The referral and reporting arrangements will be explained before an employee uses the service.

11. Personal information

Personal information is handled as described in The Mum Desk’s privacy notice, supplied or linked before information is collected. Current tools include Outlook, Google Drive and Cloudflare.

The parties will determine their actual data-protection roles for any employer programme. If the arrangement requires a controller–processor agreement or other data-sharing terms, these must be agreed separately before the relevant processing starts. These service terms alone are not a data-processing agreement or a substitute for the required safeguards.

12. Plans and materials

Once the agreed fees are paid, you may use the plans and summaries supplied for their agreed purpose. An employer may share generic materials internally for the agreed programme, but this does not grant access to an employee’s personal plan or permission to publish it.

Existing templates and methods remain ours. Third-party information remains subject to its owner’s rights. Please ask before reselling or publishing materials beyond the agreed use.

13. Concerns and responsibility

If something is wrong, contact Jeyda at themumdesk@outlook.com with the booking details and your concern. We will investigate and discuss an appropriate solution.

Consumers have rights where services are not provided with reasonable care and skill, including repeat performance or a price reduction where applicable. Nothing here limits those rights or excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or anything else that cannot lawfully be excluded.

We do not guarantee the acts or decisions of independent third parties, but remain responsible for our own obligations. Any separately agreed business liability provisions must be lawful and must not remove rights that cannot legally be excluded.

14. Applicable law

These terms are governed by the law of England and Wales. Business customers agree to the courts of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in the courts available to them where they live.

Model cancellation form

Complete and return this only if you wish to cancel the contract.

To: Jeyda Roach trading as The Mum Desk, 10 Haywood Way, Reading, Berkshire, RG30 4QP, themumdesk@outlook.com

I hereby give notice that I cancel my contract for the supply of the following service:

Service:

Ordered on:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date: