Refund policy
Last updated: 31 July 2026
Hello Mama,
Policy pages are usually written by lawyers, for lawyers. We've tried to write ours in plain language so you can actually understand what you're agreeing to. If anything here is unclear, email us - we'd rather talk to you than have you guess.
At Hello Mama we sell online video courses about pregnancy and birth, plus downloadable workbooks and printables. Because these are digital products, refunds work a little differently to buying a physical item.
We currently sell to customers in the European Union and EEA, the United Kingdom, the United States, and South Africa. Or anyone else in the world you might want.
Our 30-Day Course Guarantee
This is our own promise to you, and it applies wherever in the world you're buying from. You can request a refund on an online video course if all of the following are true:
- You request it within 30 days of your purchase date
- You have watched 50% or less of the course, measured by video minutes watched which we track for you, so you don't have to keep count
- Your account is in good standing (no previous breach of our Terms of Service)
- The purchase was not part of a bundle or promotional offer that was clearly advertised as non-refundable
For a bundle, the 50% is measured across all the courses in it together, not course by course.
This guarantee is something we choose to give you. It sits on top of whatever rights you already have by law, it never replaces them or takes anything away.
We only ask that you give us detailed feedback to help us improve our offering.
Your legal rights come first
Wherever you live, nothing in this policy limits rights you have under the consumer law of your own country. If your local law gives you more than this policy does, your local law wins, and we'll honour it without arguing. The sections below explain what that usually means in the places we sell.
European Union and EEA
As a consumer you normally have 14 days from purchase to cancel a digital purchase and get your money back without giving a reason. This is called the right of withdrawal.
There's one exception, and it applies to most of what we sell. Before you pay, we ask you to tick a box confirming two things: that you want access immediately, and that you understand you give up your 14-day right once that access begins. We confirm this back to you in your order email.
So in practice: if you haven't opened the course or downloaded the files, you can cancel within 14 days for any reason and get a full refund. If you have, that particular right no longer applies — but our 30-Day Course Guarantee above still may.
United Kingdom
Your position is essentially the same as above. Under the Consumer Contracts Regulations you have a 14-day cancellation right, and the same exception applies once you've consented to immediate access and acknowledged what that means. Your rights under the Consumer Rights Act 2015 if digital content is faulty or not as described are separate, and are covered further down.
South Africa
Under the Electronic Communications and Transactions Act you have a 7-day cooling-off right on electronic transactions, and the Consumer Protection Act gives you further rights that cannot be signed away.
The law here treats downloaded files differently from other purchases, and rather than lean on the fine print of that distinction, we'll keep it simple: if you haven't opened the course or downloaded the files, you can cancel within 7 days for any reason and get a full refund. After that, our 30-Day Course Guarantee applies, which gives you considerably longer than the law requires.
United States, and everywhere else we sell
There's generally no statutory cooling-off period for digital products bought online in the US. That means our 30-Day Course Guarantee is your protection here, and it's more than you're legally owed. Your rights under state consumer protection law, and your rights if a product is faulty or misdescribed, are unaffected by anything on this page.
Downloadable workbooks and printables
- Once a file has been downloaded, the sale is final. We can't take a file back off your device.
- Bought the wrong thing? Email us within 24 hours of purchase and before you download the file, and we'll sort it out — a swap for the right product, or a full refund.
- If a file is corrupted, won't open, or clearly isn't what was described, that's not a refund question — that's a faulty product. See below.
Bundles and promotional offers
Where a bundle, launch offer, or discounted price is non-refundable, we will always say so clearly on the sales page and in your cart before you pay. If we didn't tell you before you paid, it doesn't apply.
We don't refund single courses out of a bundle at their standalone price.
If something is faulty or not as described
This is separate from refunds and cancellations, and it matters wherever you live. If a course is missing content, a video won't play for reasons on our side, or the product simply isn't what we described, contact us and we'll put it right — by fixing it, or by refunding you if we can't.
These rights are not limited by the 30-day window or the 50% rule, and we won't try to use those conditions to avoid fixing something that's genuinely broken.
Our courses are education, not medical care
Hello Mama courses are educational. They are not a substitute for care from your own doctor, midwife, or maternity team, and buying a course does not create a doctor–patient relationship. See our Terms of Service for the full picture.
We mention it here for one specific reason: if you have a medical concern about your pregnancy, please contact your care provider rather than waiting for a reply from us.
Technical problems first
Most "this isn't working" messages turn out to be fixable in a few minutes, and we'd much rather get you into your course than process a refund. Before requesting one, please try:
- Clearing your browser cache and cookies
- Trying a different browser or device
- Checking you're logged in with the same email address you used to buy
If it still doesn't work, email info@hellomama.family with a screenshot of the error, what device and browser you're using, and what you did just before the problem appeared. We usually reply within 24 hours.
Terms violations and removal of access
We may remove access to content without a refund if:
- You've breached our Terms of Service
- You've infringed our copyright — copying, reselling, or republishing our material
- You've shared your account or passed access to people who haven't paid for it
This doesn't affect any statutory rights you have. But where we've confirmed a breach on your side, we may decline a refund request.
How to request a refund
You can start a refund request directly from your purchased product in your account.
OR
Email info@hellomama.family with the subject line "Refund Request" and include:
- Your order number (it starts with #)
- The email address you used to buy
- Which course or product it relates to
- The reason for your request — optional if you're cancelling within your statutory cooling-off period, but it helps us improve
You don't need to tell us how much you've watched. We'll check the figure recorded on your account at the moment your email arrives, and we'll tell you what it is.
Deleting your materials
When a refund is processed, your licence to use the material ends. So we ask that you stop using and delete any downloaded videos, workbooks, or files from your devices, and recycle or destroy anything you've printed.
If you're cancelling under a statutory cooling-off right, your refund is not conditional on this — but the licence still ends. Continuing to use or share the material after a refund is copyright infringement, and repeated or commercial misuse may be pursued. If you're not sure how to delete something, just ask. We won't withhold a refund over an honest technical difficulty.
How long it takes
- We aim to approve and process refunds within 1–5 business days
- Where you've cancelled under a statutory cooling-off right, we'll refund you within the period your law requires — 14 days of being told in the EU/EEA and UK, and without undue delay elsewhere
- Refunds go back to your original payment method
- Your bank or card provider may take a few extra days to show it
We don't charge any fee for processing a refund.
Please talk to us before a chargeback
If you're unhappy, email us first. A chargeback through your bank takes weeks, is stressful for you, and usually ends up in the same place a five-minute email would have. We're a small business and we read every message ourselves.
Complaints and dispute resolution
If we can't resolve things between us:
- Estonia: the Consumer Disputes Committee at the Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet), ttja.ee
- Elsewhere in the EU/EEA: your local European Consumer Centre (ECC-Net) handles cross-border complaints
- United Kingdom: the Citizens Advice consumer helpline can advise you and refer matters to Trading Standards
- South Africa: the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission
- United States: your state Attorney General's consumer protection office
Contact us
Email: info@hellomama.family
The legal bits
- We may update this policy from time to time. Changes apply to purchases made after the updated version is published — we won't change the terms of a purchase you've already made.
- Read this alongside our Terms of Service and Privacy Policy.
- This policy is governed by Estonian law. Where you are a consumer, this does not deprive you of the protection of the mandatory consumer laws of your own country of residence, and you may bring proceedings in your local courts.
By making a purchase, you confirm you've read and understood this policy.
Need help? Email info@hellomama.family — we're here to help.