Service terms
Prices, appointments, cancellations, refunds and your consumer rights.
Effective date: 8 October 2026
Who provides your service
Andrea Cepeda is registered in Portugal as an independent professional and provides services under the name Calm Kids Sleep.
Business address: Rua Cabeço do Mestre, 6, 1 Dto. L, 8100-231 Loule, Portugal.
Contact: hello@calmkidssleep.com.
Portuguese tax identification number, NIF: 316797693.
These terms apply to services you buy directly from Calm Kids Sleep. Your booking or order confirmation identifies your service, price and agreed arrangements. A separate written workshop quote may set out additional details. Mandatory consumer rights continue to apply.
What the services include
Andrea offers sleep-consulting support for parents and legal guardians of children from birth to eight years old. You must be an adult with authority to arrange the child's support.
Service. Discovery call Included support and price. A free 30-minute conversation to discuss your needs. There is no obligation to buy a service, and this call is not required before buying the Dream Plan.
Service. Sleep Support Call Included support and price. A 60-minute online consultation for €90, followed by a short written summary with practical next steps.
Service. Dream Plan Included support and price. €290 for a personalized plan and a two-week support period. The timing and details are below.
Service. Workshops Included support and price. From €220 for a one-hour workshop. The written quote specifies the audience, format, content, final price and any additional arrangements.
For the Dream Plan, complete the private questionnaire within 30 days of payment. If you need longer, contact Andrea to reactivate it. The two-week support period starts when you submit the questionnaire. Andrea provides the plan within two business days and replies within one business day, Monday to Friday.
During the plan, you can ask Andrea questions through WhatsApp. Messaging support follows the reply window above; it is not a service with immediate or round-the-clock replies.
The Dream Plan includes one 60-minute consultation and one 15-minute follow-up call at the end of the plan.
Business days are Monday to Friday, 09:00 to 18:00 in Lisbon time, excluding Portuguese public holidays. This is the messaging and reply window; consultation times are agreed separately. Messages received outside that window are handled on the next business day.
You may request one pause of up to seven calendar days during the Dream Plan for illness or a family emergency. Agree the pause with Andrea before it begins where possible. The support end date moves by the same number of days. No support days are used during an agreed pause.
If the paid service cannot start, contact Andrea to agree a new date or receive a refund for the parts not supplied. The questionnaire deadline does not forfeit your payment.
If you upgrade from the €90 Sleep Support Call to the €290 Dream Plan within seven calendar days of the call, the €90 is credited toward the package and you pay €200. Contact Andrea to arrange this manually.
Your completed Sleep Support Call counts as the Dream Plan consultation. The €200 upgrade covers the written plan, the 15-minute follow-up and WhatsApp support; it does not include a second 60-minute consultation.
The upgrade request must reach Andrea by 23:59 Lisbon time on the seventh calendar day after the consultation. Andrea confirms the scope in writing before the €200 payment.
Existing clients may separately arrange an extra support week for €90, a follow-up for €50 or sibling support for €120. Andrea confirms the scope before payment. These are optional purchases, not a subscription or an automatically renewing plan.
Prices and payment
Prices are in euros and include any applicable VAT. The full total payable is shown before you complete a purchase. Your bank or payment provider may apply its own currency-conversion fees.
Online booking and payment use Cal.com and Stripe as applicable. Their payment or booking confirmation records the transaction. Contact Andrea if you are charged but do not receive confirmation, or if the confirmed service does not match your order.
Changing or cancelling an appointment
For the €90 Sleep Support Call, you are eligible for a refund if you cancel at least 24 hours before the scheduled start. Use the cancellation link in your booking confirmation or email Andrea. Refer to the appointment's confirmed time zone when checking that deadline.
If you cancel less than 24 hours before the call or miss it, you may arrange one replacement appointment without an additional session fee, subject to availability. A discretionary cash refund is not included in this late-cancellation option. This does not limit any statutory right to withdraw or receive a refund.
If Andrea cannot provide a booked session, you can choose an agreed replacement appointment or a refund for the undelivered session.
If you cannot attend a free discovery call, please cancel or rearrange it using your booking link so the time can be offered to another family.
Cancelling a package or workshop
Contact Andrea as soon as you want to cancel or pause a package. Your statutory rights in the next section take priority over any discretionary cancellation policy.
For a cancellation outside statutory withdrawal rights, we refund the parts of the Dream Plan that have not been supplied. The allocation within the €290 package is:
Component. One 60-minute consultation Allocated amount. €90
Component. Personalized written sleep plan Allocated amount. €75
Component. One 15-minute follow-up Allocated amount. €25
Component. WhatsApp support over the agreed two weeks Allocated amount. €100
Component. Total Allocated amount. €290
We retain each call's allocation only after that call takes place, and the written plan allocation only after delivery. Preparation of an undelivered plan does not incur a separate charge under this commercial policy.
We refund unused WhatsApp support in proportion to the unused scheduled support business days. The calculation is €100 multiplied by the unused days, divided by all scheduled support business days in your agreed two-week period. The support period starts when you submit the questionnaire, as described above. Your order confirmation records the schedule. The cancellation day counts as unused if no support was supplied that day. Days when the agreed support was not available also count as unused.
If no package work or support has been supplied, the refund is €290. For a €200 upgrade, the calculation applies to the written plan, follow-up and support. We do not deduct the completed €90 consultation again, and the upgrade refund cannot exceed the €200 upgrade payment. Your separate rights concerning the consultation remain unaffected.
We round refunds to cents, deduct no cancellation or processing fee, and explain the calculation in writing. Your statutory withdrawal rights and rights where a service is not supplied as agreed take priority over this commercial allocation.
You may cancel a workshop at least seven calendar days before its scheduled start for a full refund. Inside seven days, you may choose one rescheduled date without an additional workshop fee, subject to availability, or a refund for the workshop if it has not been delivered. No cancellation or preparation fee is deducted. If Andrea cannot deliver the workshop, choose an agreed replacement or a refund for the undelivered workshop. A quote may describe practical arrangements but does not reduce these cancellation rights or statutory rights.
Your statutory right to withdraw
Where the statutory withdrawal right applies to your online service purchase, you have 14 days from the date the contract is concluded to withdraw without giving a reason. This is separate from the 24-hour appointment cancellation policy.
To withdraw, send a clear statement to hello@calmkidssleep.com or to the business address above before the period ends. Include enough information to identify your order. You may use this wording, but do not have to:
I am withdrawing from my contract for [service], ordered on [date]. My name is [name], my address is [address], and my order reference, if available, is [reference]. Date of this notice: [date].
You can use Email a withdrawal notice to compose your message. State clearly that you are withdrawing and identify the service, purchase date, your name and any order reference. Send it before the deadline and keep a copy. A withdrawal notice can be sent outside the normal reply hours; those hours do not shorten your legal deadline. Andrea confirms receipt by email.
If you ask us to begin during the withdrawal period, we will obtain your express request before starting. If you then withdraw, a proportionate charge for work already supplied may apply only where the legal conditions have been met. Starting the service does not, by itself, remove your withdrawal right.
For a service fully performed during that period, loss of the withdrawal right requires the prior express consent and acknowledgment required by law. We will not treat acceptance of these general terms alone as that request or acknowledgment.
Where a statutory withdrawal refund is due, we reimburse you within 14 days of receiving your notice, using the original payment method unless you expressly agree otherwise, without a refund fee. Any lawful proportionate charge will be explained. These terms do not exclude other remedies for a service that is not supplied as agreed.
The nature of sleep-consulting support
Andrea provides educational and practical sleep support. This is not medical diagnosis, medical treatment or an emergency service. If your child has a health concern, seek advice from a qualified healthcare professional. Do not delay medical care or change prescribed treatment because of website content or a sleep plan.
Each family's circumstances differ. We do not guarantee a particular sleep pattern, a fixed number of uninterrupted hours or a result by a specific date. You remain responsible for your child's care and for telling Andrea when information relevant to the agreed support changes.
This explanation does not remove Andrea's obligation to supply the agreed service with the care required by law, or exclude liability or rights that cannot lawfully be excluded.
Privacy and concerns
Our Privacy policy explains how we handle your information. Please use the agreed private process for questionnaire or sensitive family details, rather than the general website contact form.
If you are unhappy with a service, email hello@calmkidssleep.com with your order details and what you would like us to address. This does not prevent you from using other available complaint or legal routes.
For consumer disputes within its competence in the Algarve, you can contact CIMAAL, Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve. Address: Avenida 5 de Outubro, 55, R/C Direito, 8000-075 Faro, Portugal. Telephone: +351 289 823 135. The centre explains mediation, arbitration and territorial eligibility on its website.
Portugal's Livro de Reclamações Eletrónico provides the official electronic complaints portal and information on using it. These routes do not limit your right to use another competent body or court.
These terms are intended to operate under Portuguese law without depriving you of mandatory consumer protections that apply in your country of habitual residence. They do not require you to use an exclusive Portuguese court where the law provides another route.
For website storage choices, read the Cookie policy. You can also contact Andrea about the service you are considering.
Changes to these terms
The version agreed when you buy a service applies to that purchase. A later website update does not change an existing contract without a valid agreed or legal basis. The effective date above identifies this version.