Lactation Consultation Consent & Liability Waiver

By booking a consultation with Tender Loving Milk ("TLM", "we"), you ("client") confirm that you are 18 years or older, that you are the parent or legal guardian of any baby involved in the consultation, and that you have read, understood, and agree to the following terms.

1) Scope of Lactation Consultation

Consultations may take place in person (home visit or in-office), via video call, phone, or messaging. You may also receive follow-up information via email or text.

  • Virtual Consultation: Observation of a feeding or pumping session, assessment, and guidance on latch, positioning, milk supply, pumping, and breastfeeding techniques. You are responsible for a stable internet connection, a working camera, and a private, well-lit space where the feeding can be seen clearly.

  • In-Person Consultation (home visit or in-office): May involve hands-on assessment. With your permission at the time, this may include gentle touch of your breasts and/or nipples for evaluation, hand expression, and demonstration of techniques and breastfeeding-related equipment.

  • Assessment of Your Baby: With your permission at the time, the IBCLC may observe your baby, check your baby's mouth and oral function (e.g., a gloved finger for a suck assessment). You may decline any part of the assessment at any time, and this will not affect the rest of your consultation.

Follow-up consultations may be necessary. You are responsible for providing updates, asking questions, and sharing any concerns.

An IBCLC provides lactation education, support, and guidance, but does not diagnose medical conditions or prescribe medication. Please discuss any changes to your doctor's medical advice with your doctor.

Punctuality: Sessions end at the scheduled time regardless of start time. If you are late, the remaining time will be used as best as possible. For home visits, we will keep you updated via WhatsApp if we are delayed by traffic or a prior appointment.

Illness: If you or anyone in your household has a fever, a contagious illness, or symptoms of one, please let us know before your appointment so we can reschedule to a virtual consultation or another date. Likewise, if your IBCLC is unwell, we will offer you a virtual consultation, a Partner IBCLC, or a reschedule at no extra charge.

Home visits: Please provide a safe, reasonably clean space for the consultation during the visit. Please let us know in advance if there are any household conditions we should be aware of (e.g., smoking indoors, or other health considerations).

2) A Safe & Respectful Space for Your Consultation

Helping you and your baby well depends on your IBCLC being able to work calmly, safely, and without fear. Your consultation, whether in your home, in-office, or online, is a shared space of care and respect. By booking, you agree to the following:

Respect for your IBCLC

  • Your IBCLC will treat you, your baby, and everyone present with kindness and respect. We ask for the same in return, from you and from anyone else present (including partners, family members, helpers, confinement nannies, and other visitors).

  • Any form of violence, aggression, threats, intimidation, harassment (including sexual harassment), shouting, verbal abuse, discriminatory or demeaning remarks, or any behaviour that makes your IBCLC feel unsafe will not be tolerated.

  • Please do not touch, grab, or physically obstruct your IBCLC, and please do not film, photograph, or record your IBCLC without her permission.

Your role as host (home visits)

  • You are responsible for the conduct of everyone in your home during the visit. If you know that someone present may be hostile to breastfeeding support or to your IBCLC, please let us know beforehand so we can plan the visit accordingly.

  • Please secure pets and let us know in advance of any conditions in the home that may affect safety (see Section 1).

  • We do not carry out home visits where there is a person present who appears intoxicated or unable to behave safely.

Space to do the work

  • Your IBCLC needs to be able to focus on you and your baby. Please give her the space and quiet needed to observe a feed, carry out assessments and speak with you. Well-meaning "help" from others is welcome only when invited by the client (e.g. Mum and Dad).

  • Differences of opinion about feeding are completely normal and can be discussed respectfully. Your IBCLC will never pressure you into any feeding decision, and asks that others present do not pressure you either.

If a session becomes unsafe

  • If your IBCLC feels unsafe, or if anyone present behaves in the ways described above, she may pause the consultation, ask the person to leave the room, or end the consultation and leave immediately. Her safety comes first, and she does not need to give a reason at the time.

  • A consultation ended for safety reasons is treated as completed. No refund or reschedule will be offered, and any complimentary post-consult text support may be withdrawn.

  • Tender Loving Milk may decline future bookings from a client or household where this has occurred.

  • Where there is a threat to safety, your IBCLC may contact the police or other authorities, and Tender Loving Milk reserves the right to pursue any legal remedies available.

In turn, if you ever feel uncomfortable or unsafe with anything during your consultation, please say so straight away. You can stop any part of the session at any time, and we will always listen.

3) Privacy, Recording & Use of Clinical Information

Confidentiality: Your personal and health information will be kept confidential in accordance with Singapore's Personal Data Protection Act (PDPA), the Code of Professional Conduct of the International Board of Lactation Consultant Examiners (IBLCE), and the Standards of Practice of the International Lactation Consultant Association (ILCA).

AI transcription of consultations: To help your IBCLC stay fully present with you during the consult and to prepare accurate consult notes and care plans, the IBCLC may record the consultation discussion using an AI transcription tool where needed.

  • Only voice (audio) is recorded. No video, photos, or images are captured by the transcription tool.

  • The recording and transcript are used solely to prepare your consult notes, care plan and follow-up information. They are not used for marketing and are not shared with anyone outside your care team.

  • Audio may be processed by a third-party transcription provider. We only use providers with appropriate data-protection safeguards, and the audio file is deleted once your consult notes are finalised, or within [30] days of your consultation, whichever is sooner.

  • You may decline recording, or ask for it to be stopped at any time, without any effect on the care you receive. Just let your IBCLC know.

Clinical records: Consult notes, care plans, and any clinical documentation you consent to (see below) are retained as part of your record for as long as needed to provide your care and to meet our professional obligations.

Photos, videos & education use: No photos or videos will be taken of you or your baby without your explicit consent at the time. If you consent, photos or videos taken for clinical documentation are kept securely and used only for your care. Separately, and only with your explicit consent, de-identified clinical information and images may be used for lactation education or professional training. You may withdraw this consent at any time.

Sharing with your other healthcare providers: With your consent, your IBCLC may share a summary of the consultation with your doctor, paediatrician, midwife or other healthcare provider to support coordinated care.

4) Payment & Rescheduling

  • Payment: Payment must be made within 24 hours of booking to confirm your slot. Otherwise, your slot will be released for others to book.

  • Rescheduling – Virtual & In-Office Consultations: Can be rescheduled at least 2 hours before the appointment via the link in your confirmation email, with no additional fees.

  • Rescheduling – In-Person Home Visits:

    • Reschedule at least 2 hours before → No additional fees. Reschedule via the link in your confirmation email.

    • Reschedule less than 2 hours before → Notify Tender Loving Milk via WhatsApp, email, or Instagram DM, then reschedule via email. An additional transport fee applies, as your IBCLC will most likely already be on the way to you:

      • North East & East: +$7.50

      • North, Central & West: +$15

5) Cancellation Policy

We understand that plans can change. Please read our cancellation and refund terms carefully before booking. All refunds are subject to the transaction fees set out in Section 5.

✅ Virtual Consultations

  • Cancel at least 2 hours before → Cancel via email → Full refund, minus transaction fees.

  • Cancel less than 2 hours before → Cancel via email → 80% refund, minus transaction fees.

  • No-show → Not eligible for refund.

✅ In-Person Home Visits

Due to travel time and scheduling commitments, stricter cancellation terms apply.

  • Cancel more than 3 days (72 hours) before → Cancel via email → Full refund, minus transaction fees.

  • Cancel between 72 hours and 2 hours before → Cancel via email → 90% refund, minus transaction fees.

  • Cancel less than 2 hours before → Notify Tender Loving Milk via WhatsApp, email, or Instagram DM, then cancel via email → 70% refund, minus transaction fees.

  • No-show, or we are unable to gain access to your home at the appointment time → Not eligible for refund.

✅ In-Office Consultations

  • (Effective 02 January 2026) Cancel more than 3 days (72 hours) before → Cancel via email → Full refund, minus transaction fees.

  • Cancel between 72 hours and 2 hours before → Cancel via email → 90% refund, minus transaction fees.

  • Cancel less than 2 hours before → Notify Tender Loving Milk via WhatsApp, email, or Instagram DM, then cancel via email → 70% refund, minus transaction fees.

  • No-show → Not eligible for refund.

If we need to cancel

If Tender Loving Milk has to cancel your consultation (e.g., IBCLC illness or emergency) and a suitable reschedule or Partner IBCLC cannot be arranged, you will receive a full refund including transaction fees.

6) Refund Policy

Payment platform transaction fees are charged to us immediately by the payment provider at the point of booking and are non-refundable to us. For this reason, all refunds (where eligible) are processed after these fees have been deducted:

  • PayNow: 1%

  • Local SGD Credit Card: 3.2%

  • Foreign Currency Credit Card: 6%

Refunds (after transaction fees) will be processed within 2–3 business days to your original payment method.

7) Extended Consultation Fees

If the session exceeds the scheduled time and your IBCLC can continue:

  • 💰 SGD 30 per additional 10 minutes (subject to availability).

  • Your IBCLC will check with you before extending the session.

  • A payment link will be sent within two business days.

8) Purchase of TLM Products During a Consultation

Tender Loving Milk carries a small range of lactation and postpartum products (see tenderlovingmilk.com/products). For your convenience, some of these may be purchased on the spot during a consultation, on the following terms:

  • Who can sell on the spot: Only Eliza, TLM's lead IBCLC, sells TLM products during consultations. Partner IBCLCs do not carry or sell TLM stock. If a Partner IBCLC recommends a product, you are welcome to purchase it via our website or in-office.

  • Home visits: Eliza carries a limited selection of stock on home visits, and not all products are available. If there is a specific product you would like brought to your home visit, please let us know at least 1 working day before the visit, and we will do our best to bring it (subject to availability).

  • In-office consultations: A wider range of products is available for purchase in-office, subject to stock on hand.

  • No obligation: Product recommendations during a consultation are made in your and your baby's best interest. You are never obliged to purchase anything, and declining a product will not affect the care you receive.

  • Pricing & payment: Product prices are as listed on our website at the time of purchase. Products are charged separately from your consultation fee and are payable at the point of purchase via PayNow or a payment link. A receipt will be provided.

  • Returns & exchanges: For hygiene and safety reasons, opened or used products, consumables (including supplements such as TenderBiotics+) and items that come into contact with skin or milk cannot be returned or exchanged unless faulty. If a product is faulty on arrival, please let us know within 7 days with a photo, and we will arrange a replacement or refund.

  • Using the products: Please use all products as directed on the packaging. Supplements and other products are not a substitute for medical care; if you have any health conditions, are on medication, or have concerns about suitability, please check with your doctor or pharmacist.

  • Third-party products: Where your IBCLC recommends a product that TLM does not sell, this is a professional recommendation only. TLM receives no commission on such recommendations unless disclosed to you.

9) Partner IBCLC Engagement & Liability

To support timely access to care, some consultations may be conducted by a Partner IBCLC engaged by Tender Loving Milk. We will let you know before your consultation if it will be conducted by a Partner IBCLC.

All Partner IBCLCs are independent contractors and are not employees, agents, or representatives of Tender Loving Milk. While Partner IBCLCs are required to hold valid IBCLC credentials, they exercise full clinical independence in the provision of their services, and are bound by the same confidentiality obligations set out in Section 2.

By proceeding with a booking, you acknowledge and agree that any consultation conducted by a Partner IBCLC is provided solely by that individual in their independent professional capacity. All clinical assessments, advice, recommendations, and care are the sole responsibility of the attending Partner IBCLC.

To the fullest extent permitted by applicable law, Tender Loving Milk disclaims all liability for any acts, omissions, advice, services, or outcomes arising from or in connection with consultations conducted by a Partner IBCLC. Tender Loving Milk's role is limited to facilitating scheduling, coordination, payment, and administrative support.

Any concerns, disputes, or claims arising from services provided by a Partner IBCLC shall be directed to the attending Partner IBCLC, and you agree not to bring any claim against Tender Loving Milk in respect of such services.

10) Liability Waiver & Acknowledgment

You acknowledge that an IBCLC provides lactation education, support, and guidance, but does not practise medicine, diagnose medical conditions, or prescribe medical treatments.

By proceeding with this consultation, you agree that:

  • Breastfeeding, pumping and infant feeding outcomes vary, and specific results are not guaranteed.

  • Any medical concerns about you or your baby should be discussed with your doctor or paediatrician.

  • You are responsible for choosing whether to follow any recommendations, and for monitoring your baby's feeding, wet/dirty nappies and weight as advised.

  • Where your IBCLC recommends that you or your baby see a doctor, you are responsible for following up.

To the fullest extent permitted by applicable law, you release Tender Loving Milk and the attending IBCLC (including any Partner IBCLC) from any liability or claims related to this lactation consultation, including breastfeeding challenges, health issues, or any adverse outcomes, except where caused by gross negligence or wilful misconduct.

Emergencies: Lactation consultations and text support are not intended for emergencies. If you have urgent concerns about you or your baby (including but not limited to baby not feeding, breathing difficulties, very high fever, unresponsiveness, jaundice that is worsening, or significant bleeding), please seek immediate medical attention or call 995.

11) Premises Liability (In-Office Sessions)

  • In-office consultations take place at The Motherhood Space. While on the premises, you agree to indemnify and hold harmless The Motherhood Space and Tender Loving Milk, and their respective owners, volunteers, employees, and agents, from any liability for injuries, damages, or losses sustained during your visit, including but not limited to accidents, property damage, or personal injury, except where caused by gross negligence or wilful misconduct.

  • Neither The Motherhood Space nor Tender Loving Milk is liable for any personal property lost, damaged, or left on the premises.

  • Please follow any house rules of The Motherhood Space.

12) Post-Consult Complimentary Text Support

As part of your care following a lactation consultation (virtual or in-person), you will receive complimentary post-consult text support for a specified number of days. The exact duration will be shared with you at the end of your consult.

This text support is intended to provide a safe and supportive space for follow-up questions related to breastfeeding, pumping, and early parenthood, to help you feel more supported as you settle in at home.

✨ Who Will Be in the Chat

  • You (and your partner, if you choose to include them)

  • Your IBCLC (Eliza, or your attending Partner IBCLC)

  • A Tender Loving Milk (TLM) lactation volunteer, who helps with follow-up and admin under the IBCLC's guidance and is bound by the same confidentiality obligations

✨ How the Text Support Works

  • Duration: Text support is available for the duration shared with you after your consultation. Once this period ends, the chat will be closed. Paid extensions may be offered should you wish to continue support beyond the complimentary period.

  • Response Time: Responses are provided on a best-effort basis, between appointments or during available moments throughout the day. Replies in the evening may be slower due to family commitments, and messages sent overnight are typically responded to the following day.

  • Scope: Text support covers follow-up questions related to your consultation. Concerns that need a fresh assessment (for example, a new problem, or a significant change in your baby's feeding) may require a follow-up consultation, which we will let you know about.

  • No Pausing or Carry-Over: Complimentary post-consult text support cannot be paused, deferred, transferred, or saved for future use.

✨ Confidentiality & Media Sharing

  • Confidentiality: This is a private support chat. All messages, photos, and videos shared must remain within this group. Screenshots, recordings, or forwarding of any content outside the chat are strictly not permitted by any member of the chat.

  • Photos & Videos: To help us support you effectively, please share photos or short video clips using "view once" mode whenever possible. If any content needs to be saved for clinical documentation or follow-up, your consent will be requested beforehand.

  • Messaging platform: The chat is hosted on a third-party messaging platform (e.g., WhatsApp). Please be aware that such platforms have their own terms and privacy policies that are outside our control.

✨ Safety & Medical Disclaimer

  • Text support is not intended for emergencies. If urgent concerns arise (see Section 8), please seek immediate medical attention.

  • This text-support space is here to support and guide you. We will always do our best to help, and if your situation requires an in-person assessment or medical care, we will advise you accordingly.

13) General

  • These terms are governed by the laws of Singapore.

  • Tender Loving Milk reserves the right to update this consent form. The version in effect at the time of your booking applies to that booking.

✅ By checking the box at the point of booking a consultation in the booking form, you confirm that you have read and agree to the Lactation Consultation Consent & Liability Waiver, including the consent to AI audio transcription set out in Section 2.

📅 Last updated: 16 September 2026