Welcome to Parent School

Frequently Asked Questions

Got a question for us? Here are our most frequently asked questions – if you need something more, please contact us now.

Booking

How do I book?

It’s easy! Choose your service and consultation type:

  1. Visit the Sleep School, Lactation Clinic, Toddler Room or Parent Coach landing pages and select your service.
  2. Select your expert. You can learn about each expert by clicking on “Read more” or the small arrow to the right of their name on a mobile screen.
  3. Select a date / time that suits you for your booking.
  4. Sign up or login and complete your pre-consultation questionnaire with background information for your expert.

Process your booking and you will receive a confirmation email with your booking details and a private link and password for your Zoom consultation.

I have more than one child, but only need to discuss one child in my consultation – can I choose the one child consultation for 45 minutes?

Yes! We offer the two different consultation types to accommodate the fact that families with multiple children are often dealing with sleep, feeding or behaviour issues for more than one child, and understandably that requires a longer consultation. However, if you are just seeking assistance for a single child you are free to book the shorter single child consultation.

I booked and paid but have not received a confirmation or booking link.

You should receive a booking confirmation email once your booking has been processed. The booking confirmation email will include the link for your Zoom call so it is important that you have access to this email. If you have submitted a booking but not received a confirmation email, please check your junk mail folder. If you still cannot see an email from us, please contact us at experts@babyology.com.au and we will investigate for you.

To stop our emails going to your junk folder, ensure that experts@babyology.com.au is on your email whitelist.

How does a consultation work?

After booking a session with one of our experienced experts, you will be sent an email with a confirmation of your booking and the details of your video conference. At the same time, the details you provided about you and your child/ren will be sent to your chosen expert.

During your video session, our expert will get to know your family, your current routine, answer questions and provide advice. At the end of your session both you and the expert will set out a plan to help with your ongoing parenting journey.

After your video conference, you will be sent an email with a link to your video and a password to access this. You will have 3 weeks of unlimited access to your video.

I want to buy the 3-week Support Package. How does this work?

After booking a session with one of our experts you will be sent an email with a confirmation of your booking and the details of your video conference. At the same time, the details you provided about you and your child/ren will be sent to your chosen expert.

During your video session, our expert will get to know your family, your current routine, answer questions and provide advice. At the end of your session both you and the expert will set out a plan to help with your ongoing parenting journey.

After your video conference, you will be sent an email with a link to your video and a password to access this. You will have 3 weeks of unlimited access to your video. In that same email you will be sent links to book your follow-up 30-minute video call and your 2 x 15-minute follow-up phone calls.

How long do I have to book my follow-up video call and phone calls that are part of my 3-week Support Package?

Your 2 x 15-minute follow-up calls and 1 x 30-minute follow-up video call will need to be booked within 3 weeks of your initial video consultation.

For example, if your first video consultation was on 1 July then you have until 21 July to book in your follow-up video and phone calls.

If you have any further questions, send us an email on experts@babyology.com.au

Do the prices of the packages differ between the experts?

No, the prices of our packages are the same for all our experts. If you have any further questions, send us an email on experts@babyology.com.au

I have more than one child and need help with their sleep. What is the best option for me?

Our experts can definitely help you on your journey to better sleep! We have packages for families with multiple children that start from $149 for an Introductory 45-minute video consultation. Check out all our packages here. 

Can I book a home visit?

Home visits are not currently part of our service. Our experts can help via a video consultation and follow-up phone and video calls. It is all dependent on which package you choose, you can see all our packages here.

Is there a minimum or maximum age for children to access Parent School services?

Our experts have experience in covering topics related to every stage of early parenthood, from newborns, through the preschool years and beyond. Our experts are also happy to speak to soon-to-be parents who would like to get a head start on making their parenting journey the best it can be.

Experts

The expert I have chosen does not have any available time in the calendar. What should I do?

Parent School hosts multiple qualified experts – each chosen for their wealth of experience in their chosen field helping parents and their children with their sleep, feeding and other issues. You are sure to find one that will assist you in your parenting journey. You can see profiles for each of our experts here.

You can also contact us at  experts@babyology.com.au if you would like assistance to determine the best expert for your needs.

I need help choosing which expert would be best for me.

The Parent School website includes a profile page for each expert which includes information about the expert’s experience and background, plus testimonials from happy parents. Visit the Our Experts page to learn about each expert.

If you would like more information to understand which expert could be right for you, contact us at experts@babyology.com.au and we can assist you further.

Payment

Is Afterpay available?

We currently only take credit and debit cards. Afterpay is not currently available.

Can I pay via PayPal?

We currently only take credit and debit cards. PayPal is not currently available.

Can I cancel or reschedule my consultation?

We understand that plans can change and you may need to cancel or reschedule your session. We are happy to accommodate within the following guidelines:

  • You may cancel an appointment up until 72 hours before the scheduled time. If you do so, you will receive a full refund or credit, less any booking or card fees.
  • If you wish to change your booking within 72 hours of your original appointment time, your session can be rescheduled or postponed. Postponed sessions are to be used within 3 months of the original booked date.
  • If you cancel (or wish to reschedule) with less than 24 hours’ notice before the scheduled appointment, or do not attend the scheduled appointment, you will forfeit all fees paid.
  • You may reschedule an appointment up until 24 hours before the scheduled time.
  • Any changes to appointments made after your first reschedule will incur an administrative fee of $15 per change.

Check our full Terms & Conditions for more information. 

How do I reschedule my video consultation or follow-up phone call?

You may reschedule your video consultation or follow-up phone call up until 24 hours before your scheduled appointment time. Simply email us on experts@babyology.com.au with your contact details, time of original booking and a new time/date. We will then check with your chosen expert’s availabilities and get back to you.

Check our full Terms & Conditions for more information.

How do I cancel my consultation?

You can cancel an appointment up until 72 hours (3 days) before the scheduled time. All cancellations are fully refundable when done more than 3 days prior to the consultation. Within 3 days of your original time, your session can be rescheduled or postponed. Postponed sessions are to be used within 3 months of the original booked date. Simply email us at experts@babyology.com.au with your contact details and time of original booking so we can liaise with you on next steps.

Check our full Terms & Conditions for more information.

I haven’t received my refund. What should I do?

Please allow 5-10 business days for the refund to be processed. If you have not received it after this time, email us on experts@babyology.com.au and we will investigate further.

Troubleshooting – Zoom

My Zoom link is not working

If you had rescheduled your appointment, check that you have opened the correct link for the new appointment time. For any other issues with your Zoom link, please contact us at experts@babyology.com.au

My internet is not working – what should I do?

If your home internet is not working when you are due to make your call, we suggest you try opening the Zoom link on your mobile phone to complete the call. This means that we can still record your video call.

If you are still having problems, email us at experts@babyology.com.au and let us know with as much notice as you can and we will ask your expert to call and complete the session on the phone.

Please note: Phone call sessions cannot be recorded.

Troubleshooting – general

I haven’t received my email with a link to my video

Don’t fret! The email with a link to your video maybe hiding in your spam or junk folder. If you are still unable to find it, please reach out to us on experts@babyology.com.au and we can resend the link to your video.

Please note that the link to your video will be sent to you by experts@babyology.com.au, please ensure that this is on your email whitelist.

I cannot access my video anymore. It says the link has expired.

If your home internet is not working when you are due to make your call, we suggest you try opening the Zoom link on your mobile phone to complete the call. This means that we can still record your video call.

If you are still having problems, email us at experts@babyology.com.au and let us know with as much notice as you can and we will ask your expert to call and complete the session on the phone.

Please note: Phone call sessions cannot be recorded.

When trying to access my video, it keeps asking for a password

Your password to access your video can be found under the video link in your post-consultation email. If you are still having trouble accessing your video please email us at experts@babyology.com.au

Sleep School – general

Should I do the video call where my baby sleeps?

No, you can have your consultation wherever it suits you best. However, our expert may ask you to briefly show them or describe your baby’s sleep space, so they can give you the best advice possible.

Will the expert give me tips on bedding?

Our experts are happy to take a look at your baby’s sleep space and make suggestions in regards to their bedding, sleep clothing and swaddling.

Will the expert suggest feeding routines to help with sleeping?

As we all know, feeding and sleep routines go hand in hand, especially for young babies. Our experts will assess your current routines and will suggest next steps for both feeding and sleeping.

If you have any specific questions you would love to cover, please feel free to have all your questions ready for your consultation.

Will the expert give me a routine to fit in with my family's schedule?

Our experts will definitely assess your current routine and family schedule to suggest next steps. Our experts are here to work with you and your bub, as well as your family dynamics.

If you have any specific questions you would love to cover, please feel free to have all your questions ready for your consultation.

Will the expert suggest different products to help my baby sleep better?

Our experts may make suggestions about great products to help you and your baby get a better night’s sleep, such as swaddles, dummies or bedding options. Any product suggestions are based on our expert’s own opinion, and not due to any affiliation Parent School may have with the brands or products they may suggest.

Do any experts use a cry-it-out approach?

Our experts do not use cry-it-out methods. They will work with you to understand your parenting style and the type of approach that will be best suited to you and your family.

Miscellaneous

Can I have my baby with me during the consultation?

Yes, of course. We understand that getting a babysitter can be difficult and we welcome your bub to our consultation.

Should my baby be asleep during the consultation?

Don’t worry, your bub will not be required to take part in the consultation. If your baby would like to take a nap or is wide awake and in your arms – either is fine.

What happens if my child wakes in the middle of the consultation?

No problem! Our expert will work with you and your child whether they are asleep or awake.

Can I have my partner with me for the consultation?

Yes! This is completely up to you and your partner and the type of session you are booking. Many of our experts offer sessions on weekends or evenings to accommodate both partners being available for the session. It can certainly be helpful to have you both on the call so that you are both involved in developing a plan with your expert.

How often can I access my video in the 3-week period?

As many times as you like! You have unlimited access to your video in the 3-week period, so you can refer back to it as many times as you need.

Does your follow-up video call get recorded too?

Yes, your follow-up Zoom session will also be recorded and sent to you following the session. It will be available for 3 weeks. Where a follow-up phone call is included in a package – the phone call will not be recorded.