Sage Nest – Consumer Terms & Conditions

Terms for parents and caregivers using the Sage Nest platform

Last Updated: August 5, 2026

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1. About these terms and who we are

1.1 The Sage Nest platform (the “Platform”) is operated by Sage Nest ApS, a company registered in Denmark (CVR no. 46566181), registered address in Mantuavej 6, 2300, Copenhagen (“Sage Nest”, “we”, “us”).

1.2 Sage Nest is a technology platform and intermediary. We connect parents and caregivers (“you”, the “Parent”) with independent parenting and family-support professionals (“Experts”). We do not provide the parenting, feeding, sleep, postpartum, developmental or other consultation services offered by Experts (the “Services”), we do not employ or supervise Experts, and we are not a party to the contract for those Services.

1.3 There are two separate legal relationships when you use Sage Nest:

(a) Between you and Sage Nest — the contract for your use of the Platform, governed by these Consumer Terms. This contract covers only the provision of our technology intermediation services, such as helping you find Experts, booking, and facilitating payments; and

(b) Between you and the Expert — the “Service Contract”, which is concluded at the time of Booking and covers the provision of the Session to you. The Expert is your sole contracting party, is the provider of the Services and the merchant of record for your payment. The Service Contract is directly between you and the Expert; Sage Nest is not a party to it and accepts no responsibility for its proper performance.

1.4 By accessing the Platform or making a booking, you accept these Consumer Terms. If you do not accept them, you shall not use the Platform.

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2. Definitions

“Booking” — a reservation you make through the Platform of time an Expert has made available for a Session.

“Expert Fee” — the total price of a Session, set by the Expert and shown to you before you book, inclusive of any VAT the Expert is required to charge.

“Service Contract” — the contract for the Services formed directly between you and the Expert, as described in clause 5.

“Session” — a consultation or service delivered by an Expert to you, online or in person.

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3. What Sage Nest does and does not do

3.1 Through the Platform, we provide: a way to discover and compare Experts; a booking and calendar function; and facilitation of payment for Sessions. In arranging a Booking and collecting payment, we act as the Expert’s agent to conclude the Booking and to collect the Expert Fee on the Expert’s behalf.

3.2 We do not: provide the Services; employ, supervise or control Experts; guarantee any particular outcome, result or benefit from a Session; or act as a party to the Service Contract.

3.3 Experts are independent professionals who operate fully autonomously. As a condition for admission to the Platform, Sage Nest carries out a preliminary, non-exhaustive check of the documentation provided by the Expert regarding their stated qualifications, the registrations required in order to provide the Services and insurance cover. This preliminary check serves only to admit to the Platform individuals who have provided documentary evidence of certain requirements and does not in any way constitute a warranty or guarantee by us of an Expert’s competence, or of the quality, safety or outcome of any Session. The final choice and assessment of an Expert is for you alone to make.

3.4 How Experts are ranked. Experts shown to you following a search on the Platform are ranked, by default, according to how closely their profile matches the criteria and filters you have selected (such as area of specialism, language, location and whether the Session is delivered in person or online). Ranking is not influenced by any payment made by an Expert to Sage Nest to obtain a more favourable position,and does not depend on the level of the platform commission owed to us by the Expert. Where an Expert is shown to you as sponsored, featured or promoted, this is labelled as such.

3.5 Experts act as traders. Every Expert on the Platform offers the Services in the course of their profession or business and therefore acts as a trader. Consumer protection law under EU and national legislation accordingly applies to your Service Contract with the Expert.

3.6 How obligations are divided between us and the Expert. So that you know who to turn to for each part of the relationship, obligations are divided as follows:

• Discovery, search, and the way Expert profiles are displayed — Sage Nest.

• The accuracy and content of an Expert’s profile, including stated qualifications and prices — the Expert.

• The booking and calendar function, and the Booking confirmation — Sage Nest.

• Formation and performance of the Service Contract — the Expert.

• Collection of the Expert Fee and processing of your payment — Sage Nest, as the Expert’s agent.

• The Session itself — its content, quality, safety and outcome — the Expert.

• Sending you the access link for a Session delivered online — the Expert.

• Issuing receipts and invoices for the Services — the Expert.

• Applying the cancellation policy and processing refunds — Sage Nest on the Expert’s behalf; the underlying obligation to refund is the Expert’s.

• Receiving and passing on your withdrawal under clause 8 — Sage Nest on the Expert’s behalf; the right of withdrawal is a right against the Expert.

• Availability, security and correct functioning of the Platform — Sage Nest.

• Complaints about the Platform — Sage Nest.

• Complaints about a Session — the Expert in the first instance, in accordance with clause 12.1.

Where we act as the Expert’s agent, we are responsible to you for carrying out that function with reasonable care and skill, while the underlying obligation remains the Expert’s. Nothing in this clause 3.6 limits any liability we have towards you under applicable law.

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4. Your account and use of the Platform

4.1 You must be at least 18 years old to use the Platform.

4.2 You agree to provide accurate information, to keep your account secure, and to use the Platform lawfully and in accordance with any acceptable-use rules we publish.

4.3 We reserve the right to suspend or terminate your account, or restrict your access to the Platform, if you commit a serious or repeated breach of these Terms. Serious breaches include, by way of example: payment fraud, breach of law through the Platform, abusive or harassing conduct towards Experts or our staff, and attempts to compromise the technical security of the Platform. Unless security reasons or legal obligations require immediate action without notice, we will tell you the reasons for the measure taken and give you a fair opportunity to provide clarifications. Any measure will be proportionate to the seriousness of the breach

4.4 Effect of suspension or termination on your Bookings. If your account is suspended or terminated under clause 4.3, any confirmed Booking that has not yet taken place is cancelled, and you are refunded in accordance with clause 7 as if the Expert had cancelled. This does not apply where the measure follows payment fraud or an unjustified chargeback within the meaning of clause 6.3, in which case any refund may be withheld pending resolution of the matter.

4.5 Removal of an Expert from the Platform. If an Expert’s account is terminated, or the Expert is removed from the Platform, including where the Expert ceases to meet the requirements for admission to it, any confirmed Booking with that Expert that has not yet taken place is cancelled and you receive a full refund under clause 7.3. We will notify you and, where possible, help you find an alternative Expert.

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5. Booking a Session and how the Service Contract is formed

5.1 Experts publish their own availability and set their own prices. Prices and the key details of a Session are shown to you before you book.

5.2 When you book an available slot, a Service Contract is formed directly between you and the Expert at that moment; no separate acceptance by the Expert is required. We will send you a confirmation.

5.3 The Expert is the merchant of record. Payment is processed through our payment provider (Stripe). We collect the Expert Fee on the Expert’s behalf and pass it to the Expert, less our platform fee (which is a matter between us and the Expert and does not change the price you pay).

5.4 Any receipt or invoice for the Services is issued by the Expert as the provider and merchant of record. Sage Nest does not issue, and is not authorised to issue, tax documentation for the Services provided by Experts.

5.5 Sessions delivered online. Where a Session is delivered online, the access link is sent to you by the Expert, by email, to the address shown in your Booking confirmation. It is not sent by Sage Nest, and we do not hold a copy of it. If the link does not appear to have arrived, please check your spam or junk folder and contact us at [email protected]. The Cancellation and Rescheduling Policy sets out what happens if the link is not received or the connection does not work.

5.6 If the access link does not arrive. If you have not received the access link by the time your Session is due to start, tell us at [email protected] within 24 hours of the scheduled start time. Where the Expert is unable to show that the link was sent to the email address shown in your Booking confirmation, the Session is treated as cancelled by the Expert and you receive a full refund under clause 7.3. We hold no record of the link and make no finding as to what took place between you and the Expert: this is a default rule allocating the risk of non-delivery, not a decision on the facts. If you report the matter after that 24-hour period, the ordinary rules on missed Sessions in the Cancellation and Rescheduling Policy apply.

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6. Prices and payment

6.1 The price you pay is the Expert Fee shown before you book, inclusive of any applicable VAT. This is a single price payable to the Expert; Sage Nest does not add any separate fee on top of it. For transparency, your booking confirmation or receipt may show that part of the Expert Fee is a Sage Nest platform commission. That commission is a matter between Sage Nest and the Expert and does not increase the amount you pay.

6.2 Payment is taken at the time of booking through Stripe. By booking, you authorise that payment.

6.3 If a payment fails, is subject to an unjustified chargeback, or is fraudulently disputed, we may suspend the account and take action to recover the amounts owed to the Expert, without prejudice to your right to dispute unauthorised charges in good faith.

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7. Cancellations, rescheduling and refunds

7.1 The following cancellation policy applies to your Booking (this is the Expert’s policy, applied through the Platform on the Expert’s behalf):

(a) cancellation more than 24 hours before the Session: full refund;

(b) cancellation between 12 and 24 hours before the Session: 50% refund;

(c) cancellation less than 12 hours before the Session: no refund.

7.2 If you reschedule rather than cancel, the applicable tier is determined by reference to the point nearest to the original Session. 

7.3 If the Expert cancels a confirmed Booking, you receive a full refund.

7.4 This cancellation policy is a commercial policy and does not affect your statutory rights as a consumer, including your right of withdrawal in clause 8 and your right to Services performed with reasonable care and skill.

7.5. The complete rules on cancellation, rescheduling and refunds, including those that apply to Sessions delivered online, are set out in the Cancellation and Rescheduling Policy, which forms part of these Terms. In the event of any conflict between this clause 7 and that Policy, the Policy prevails.

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8. Your right of withdrawal, and when it is lost

8.1 As a consumer, you have a statutory right to withdraw from the Service Contract with the Expert within 14 days, without giving a reason. The 14-day period starts on the day the Service Contract is concluded (that is, when you make the Booking). This right is a right against the Expert as the provider; Sage Nest handles the process on the Expert’s behalf. Where the statutory right of withdrawal does not apply to a particular Session, the Expert grants you an equivalent right of withdrawal on the same terms as this clause 8.

8.2 Sessions performed within the 14-day period. Many Sessions are booked to take place within 14 days. So that the Expert can deliver your Session during that period, when you book you will be asked to confirm, using a dedicated checkbox that is not pre-ticked, both of the following:

(a) that you expressly request the Expert to begin and perform the Session during the 14-day withdrawal period; and

(b) that you acknowledge that you will lose your right of withdrawal once the Session has been fully performed.

Confirmation of this request and acknowledgment will be provided to you on a durable medium (for example, in the Booking confirmation email). Without this dual consent, the Expert will not be able to provide the Session during the withdrawal period, and the Booking may not be finalised for Sessions scheduled to take place within that period. Once the Session has been fully performed by the Expert, following your express request and acknowledgment above, your right of withdrawal is lost and no refund is due under this clause 8 (the cancellation policy in clause 7 no longer applies either, as the Session has taken place).

8.3 If you withdraw after the Session has begun but before it is fully performed, you must pay the Expert a proportionate amount for the part of the Session already provided, compared with the full Expert Fee.

8.4 Sessions booked to take place after the 14-day period. If your Session is scheduled to take place more than 14 days after Booking, you may withdraw at any time up to the end of the 14-day period and receive a full refund. Where you withdraw within the 14-day period, this clause 8 applies and the cancellation tiers in clause 7.1 do not.

8.5 How to withdraw. To withdraw, tell us before the deadline using the model withdrawal form in the Annex, or any other clear statement of your decision to withdraw. We will pass your withdrawal to the Expert and arrange any refund due. The deadline is met if you send your communication before the 14-day period ends.

8.6 This clause does not affect any other statutory rights you have.

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9. Important information about the Services

9.1 The nature of the Services. Experts work within their own professional field and are responsible for what they provide.

If an Expert does not belong to a regulated healthcare profession, their guidance is supportive and educational. It is not medical care.

If an Expert does belong to a regulated healthcare profession, the Session is governed by the rules of that profession, including its ethical duties, professional secrecy and insurance requirements. Sage Nest is not a healthcare provider, does not deliver the Services and has no part in how they are delivered.

In either case, a Session is not a substitute for advice from the doctor, midwife or other healthcare professional responsible for your or your child’s care. Please continue to consult them about medical concerns, and see clause 9.2 for emergencies.

9.2 Not an emergency service. Sage Nest and the Experts are not a crisis or emergency service. If you or your child needs urgent help, contact your doctor, your local emergency services, or a relevant helpline immediately.

9.3 Information required for the Session. Where the Expert considers that further information is required before the Session, the Expert will request it from you directly, through their own contact channels. The Platform provides no facility for sending such information, and it must not be sent to Sage Nest. Information requested by the Expert must be given accurately and completely, as the Expert relies on it in providing the Services.

9.4 Independent professionals. Experts are independent and provide the Services on their own responsibility. You contract with the Expert, not with Sage Nest, for the Services, and no outcome is guaranteed.

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10. Our responsibility to you

10.1 We are responsible for providing the Platform to you with reasonable care and skill. We are not responsible or liable for the Services, or for any act or omission of an Expert — these are the Expert’s sole responsibility under the Service Contract.

10.3 We are liable to you in accordance with the general rules of Danish law for loss caused by our breach of these Terms. However, to the extent permitted by law:

(a) we are liable only for losses that were a reasonably foreseeable consequence of our breach when these Terms were entered into;

(b) as the Platform is provided for private, non-commercial use, we are not liable for any business losses (such as loss of profit, loss of business or loss of opportunity);

(c) subject to paragraph (d) below, our total liability to you in connection with the Platform is limited to the higher of (i) the total Expert Fees for the Booking(s) giving rise to the claim and (ii) EUR 500;

(d) the limit in paragraph (c) does not apply to: (i) any obligation to refund to you, or to pass on to the Expert, any sum we have collected from you; (ii) loss arising from the failure or defective operation of the booking, payment, confirmation, refund or withdrawal functions of the Platform; (iii) the cases described in clause 10.4; or (iv) loss caused by our intent or gross negligence.

These limitations do not apply in the cases described in clause 10.4, nor to loss caused by our intent or gross negligence.

10.4 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so.

10.5 The Platform is provided on an "as available" basis. We do not guarantee that it will always be uninterrupted or error-free, nor do we guarantee the complete absence of vulnerabilities; we recommend that you take usual IT security precautions.

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11. Reviews, content, intellectual property and privacy

11.1 If you submit a review or other content, you must ensure it is accurate, lawful and not offensive, and you grant us a non-exclusive, royalty-free and transferable licence to display it in connection with the Platform. A review can only be submitted through a link tied to a completed Booking, so that only a Parent whose Booking with the reviewed Expert was paid for through the Platform, and whose Session has taken place, is able to publish one. We do not buy, solicit selectively or commission reviews, and we do not accept reviews from any other source. We publish the reviews we receive, whether favourable or unfavourable, and remove a review only where it breaches these rules or our community guidelines. Please do not include information about your own or your child’s health, or any other sensitive information, in a review: reviews are published and are not a channel for information about the Session.

11.2 The Platform, our software and the “Sage Nest” name and marks belong to us; you may not use them except as expressly permitted.

11.3 Protecting your personal data is a priority for us. For details on how we handle your data, please see our Privacy Policy. For the purposes of Regulation (EU) 2016/679 (GDPR), please note that: (a) Sage Nest acts as Data Controller for the personal data necessary to manage your account, use of the Platform, booking, and payment processing; and (b) the Expert acts as an independent Data Controller for the personal data you share with them directly, or that we pass on to them for the provision of the Session and Services. The Expert is required to provide you with their own privacy policy. When making a Booking you may also be asked to give a separate, explicit consent to the processing of data concerning health. That consent is requested at the time of Booking and is explained in the Privacy Policy.

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12. Complaints and disputes

12.1 If something goes wrong with a Session, please raise it with the Expert first, as they are the provider. If your concern relates to the Platform, contact us at [email protected] and we will deal with it in good faith. We will acknowledge your complaint within 3 working days and give you a substantive reply within 14 days. If we need longer because the matter requires information from the Expert, we will tell you and give you a date by which you will have our reply.

12.2 If we cannot resolve a dispute, you may be able to refer it to an alternative dispute resolution entity in the country where you live. In Denmark, consumer complaints may be submitted to the Danish consumer complaints system (Center for Klageløsning / Forbrugerklagenævnet at Nævnenes Hus), subject to its eligibility rules. This does not affect your right to bring court proceedings.

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13. Governing law and your consumer rights

13.1 These Consumer Terms are governed by the law of Denmark. However, as a consumer you always keep the benefit of the mandatory consumer-protection rules of the country where you habitually reside, and you may bring proceedings there. Nothing in these Terms removes protections that the law of your home country gives you and that cannot be contracted out of.

13.2 The Service Contract with the Expert is governed by the law stated in the Expert’s own terms, subject in every case to the mandatory consumer-protection rules of your country of habitual residence.

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14. Changes to these terms and other provisions

14.1 We may update these Consumer Terms from time to time. The version that applies to a Booking is the version in force when you make that Booking. We will post the current version on the Platform.

14.2 Neither party will be liable for failure to perform due to unforeseeable events beyond its reasonable control, such as natural disasters, epidemics, actions by public authorities, or disruption to telecommunications networks or payment systems.

14.3 These Terms, together with the Cancellation and Rescheduling Policy, the Privacy Policy and Cookie Policy, constitute the entire agreement between you and Sage Nest regarding your use of the Platform. If any provision of these Terms is found to be invalid or ineffective, the remaining provisions will remain fully valid and effective.

14.4 You may not assign your rights or obligations under these Terms without our prior written consent. We may assign these Terms, in whole or in part, to a group company or as part of an extraordinary corporate transaction (e.g. merger, acquisition or business transfer), by giving you notice, provided that this does not reduce your rights under these Terms or the protection you enjoy under mandatory consumer law..

14.5 Failure to exercise any right under these Terms does not constitute a waiver of that right in future.

14.6 Communications relating to these Terms may be sent to the email address associated with your account or to [email protected].

ANNEX — MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from a Service Contract within the withdrawal period.)

To: Sage Nest (on behalf of the Expert) – [email protected].

I/We hereby give notice that I/We withdraw from my/our contract for the following Session:

Booking reference: …………………………………….

Expert: …………………………………….

Session date/booked on: …………………………………….

Your name: …………………………………….

Your address: …………………………………….

Date: …………………………………….

Signature (if sent on paper): …………………………………….