Client Policies, Terms & Service Standards
Cancellation Policy
We understand that life with a new baby can be unpredictable. To ensure fairness to both our doulas and the families we support, we ask that all schedule changes follow the guidelines below.
Cancellation
For cancellations - 24+ hours notice: no fee - Less than 24 hours: 50% of scheduled hours - Same‑day cancellations or no‑shows: 100% of scheduled hours Rescheduling - 24+ hours notice: no fee - Less than 24 hours: treated as a cancellation and subject to fees If your doula cancels We will attempt to provide a qualified replacement. If none are available, you will not be charged.
Sick policy
This is essential for protecting babies, parents, and doulas.
Please notify us immediately if anyone in the home has experienced within the last 24–48 hours this includes: - Fever - Vomiting or diarrhea - Persistent cough - Contagious illness (flu, RSV, COVID, strep, etc.) - Any symptoms that could indicate infection We will reschedule your shift or provide a replacement doula if available if the doula is the one that can not show up. If your doula is sick: We will notify you as soon as possible and attempt to provide a replacement. If no replacement is available, you will not be charged. Why this policy exists: Newborns and postpartum parents are vulnerable. This policy protects everyone’s health and safety.
Refund policy
- Hours already worked are non‑refundable. - Prepaid hours may be refunded with 48 hours notice. - Packages partially used will be refunded for unused hours only. - Deposits are non‑refundable. Refunds available with 24+ hours notice. No refunds for missed or same‑day cancellations, other than extreme cases ie: sudden sickness, death in the family, etc
Late payment policy
- Payment is due at the time of service or according to your invoice schedule. - Payments more than 3 days late incur a $15 late fee and will result in a pause of services until the balance is resolved. - If a payment fails or becomes more than 3 days past due, services will be paused until the balance is brought up to date. This ensures fairness to our doulas and maintains the integrity of our scheduling
Booking policy
To ensure smooth scheduling and reliable support - A 3‑hour minimum is required for daytime shifts. - A 6‑hour minimum is required for overnight shifts. - All bookings must be made through the agency. not directly with doulas. - Doulas cannot accept private bookings outside of the agency Families agree to communicate schedule changes through the agency.
Terms and conditions
By booking services with our agency, you agree to the following: - All bookings, payments, and communication must go through the agency. - Doulas are independent contractors and cannot accept private work from families introduced by the agency. - Families agree not to solicit or hire doulas privately for 6 months after services end. - The agency is not responsible for medical decisions or outcomes; doulas provide non‑medical support only. - The agency reserves the right to discontinue services if safety or other concerns arise. Policies regarding cancellations, sickness, payments, and refunds apply to all bookings.
Payment plans
We believe postpartum support should be accessible, transparent, and stress‑free. To make our services available to more families without relying on predatory “buy now, pay later” companies, we offer simple in‑house payment plans with clear expectations and flexible options.
Deposit Requirements
A non‑refundable deposit is required to secure services. Deposits typically range from 25%–50% of the total package cost and must be paid before care begins.
Lavender Grace is owned and operated by Lillie Blue LLC. * To ensure the highest standard of care, all families are asked to review and agree to our service policies. A complete, detailed version of these policies will be provided in your client agreement during the onboarding process. *