Terms and Conditions


You should book your birthing equipment before 36 weeks to guarantee availability of your chosen package. We cannot guarantee your choice of birthing pool on bookings that are processed ‘late’, past this date.
You are responsible for choosing a Birthing Pool that meets your individual needs and is suitable for the space you have available and the efficiency of your water heating system.
You are responsible for ensuring that the tap connectors we supply will fit your taps, wider fitting tap connectors are available at an additional charge, a flow chart to help with this is available on request.

Hire period

Your hire period of up to 5 weeks runs from 37 weeks in your pregnancy until 42 weeks in your pregnancy or 3 days after birth of baby, whichever is soonest.
This is not adjusted if, for any reason, you take delivery of the equipment after 37 weeks.


No payment details are taken when you fill out and submit your Reservation Form.
You will be contacted by phone at 36 weeks to find out when your midwife appointments are taking place so that we can best handle your reservation.
Once you have had your antenatal checks at 36 weeks and you are ready to go ahead, we will arrange a convenient day for delivery of your equipment and ask for payment*
Payment can be made over the phone using a debit / credit card or bank transfer.
We will not dispatch a pool without payment.
*If you insist on organising delivery of the equipment before these antenatal checks have been completed, then you do so at your own risk.


All deliveries are made by a courier on a Next Day Service Monday to Friday.
On the day of delivery, you will receive a text message giving you a delivery window.
Saturday deliveries are available at an additional cost.
You must make sure that there is someone at the delivery address to sign for the equipment at the time of delivery.


Please call us to arrange collection of the equipment.
For hygiene reasons, we ask that collection is arranged within 3 days of baby being born.
On the day of collection, you will receive a text message containing as short a time slot for collection as possible.
You must make sure that someone is at the address to ‘hand over’ the box to the driver.
We pay for one collection ONLY. If the courier receives no reply from you or is turned away without collecting the pool on this occasion, then you must pay for another collection at the cost of £15. This must be settled before another collection will be arranged.
The courier company will supply a return label.
Before Collection
You need to ensure that all the equipment is packed into the box provided, to give it adequate protection during transport, before the driver arrives.
The lid must be securely closed and sealed with the supplied cable ties to prevent the loss of any of the contents during return. If you fail to seal the box, as described above, then you are liable for any items which subsequently go missing or become damaged in transit.
The courier has the right to refuse to pick up any box where the lid is not securely shut. A second collection will be charged.

Restricted Postcodes

We are unable to offer free Next Day Delivery and Collection to the following postcodes (because of your distance from the nearest delivering depot):
AB36-38, AB55-56 (Aberdeen)
FK17-21 (Falkirk)
IV1-39, IV52-54, IV63 (Inverness)
KW1-14 (Kirkwall and Caithness)
PA21-40 (Paisley).
PH19-26, PH30-41, PH49-50 (Perth)
These postcodes will be charged a total of £15 (to cover the delivery and collection).

Service Restrictions

We are unable to send our equipment to Southern Ireland, Northern Ireland, Channel Islands, Isle of Scilly, Isle of Man, Scottish Islands (HS1-19, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3)

Birthing Pool

You must choose a Birthing Pool that meets your individual needs and is suitable for the amount of space you have available and the efficiency of your water heating system.

All Equipment

Birthing Pools, Birth Stools, Birth Balls and Tens Machines are fully tested prior to dispatch. We are confident that they leave our premises in good condition and perfect working order.


The contents of each package is clearly listed in each package description on the website and on a checklist inside the box on delivery.
On receipt of your package, you must locate the Instruction Booklet and follow it step by step.
The instructions will familiarise you with all the equipment.
You must advise Mermaid at Heart of any problems whatsoever within 72 hours of receipt. Mermaid at Heart accepts no responsibility where the customer fails to do so and renders it impossible for Mermaid at Heart to take any corrective action.
Every package contains a safety plug. The electric air pump and electric emptying pump must not be used without the safety plug.
Two standard tap connectors are supplied with each Birthing Pool. If one doesn’t fit, the other one should but this cannot be guaranteed. A selection of wide fitting and angled tap connectors are available to purchase from Mermaid at Heart at an additional cost at the time of booking, a pdf flow chart is available, on request, to help you decide which tap connector will provide the best fit for your taps dependant on size and style of tap.
Birthing pools must never be filled with water without fitting a liner first.
If you wish to have a ‘wet run’ with the birthing pool and accessories, then you must purchase a second hose and liner. This will leave you with a dry liner and hose for the birth of your baby.
Any thermometers are approximate only.
Please throw away all the items marked as disposable in the Instruction booklet before returning equipment and ensure that the submersible pump is fully drained.

Care of Equipment

You are expected to take reasonable care of the equipment, whilst in your possession.
We operate an honesty policy.  If you accidentally damage any of our equipment, all we ask is that you let us know. In return for your honesty, we agree to charge you the wholesale replacement cost of the item.
If you fail to inform us of any loss or damage, we reserve the right to charge you the full retail value of the replacement as well as any loss of income and interest. See additional charges below.
You are responsible for the equipment for the duration of the hire period.


All equipment must stay at the address given on the Reservation Form for the duration of your hire period unless agreed by Mermaid at Heart.
No Equipment should be stored outside.
The equipment is for the sole use of the agreed hirer and must not be used by multiple people during your hire period.
You have a responsibility for the safety of all those involved in the use of the equipment.
You must make sure that the building in which the equipment is placed is suitable e.g. can take the weight of the chosen birthing pool.
Except in respect of death or personal injury caused by our negligence, we do not accept any liability for any consequential loss or damage, costs, expenses or other claims for compensation whatsoever which may arise out of or in connection with the hiring and use of one of our equipment.
We make no claim as to the individual medical or other benefits that you will personally derive from the use of our equipment.
Throughout these conditions, the term equipment refers to Birthing Pools, Birth Stools, Birth Balls, Tens Machines and all accessories.


Tens Machines must be removed before entering any body of water i.e bath, shower or birthing pool.
Tens machine must NOT be used by anyone fitted with a cardiac pacemaker, who has a heart disease or suffers from epilepsy. If in doubt please consult a medical professional prior to use.
Equipment must not be used or operated by anyone under the influence of alcohol.
It is very important to be aware of electrical appliances whilst preparing and using the birthing pool.
Never touch an electrical switch or appliance with wet hands.
Always site birthing pools away from sockets. We do not accept liability for any damage or injury caused by misuse or carelessness.
Pets and young children should be kept away from the box and all equipment.


Full refund
A full refund is available up until the point that the box containing your hired equipment leaves our premises.
Partial Refund
Once the equipment has left our premises we are only able to offer you a partial refund providing delivery is refused. Once delivery has been accepted by you or someone on your behalf then we cannot offer any refund.
Refunds will be processed once the equipment has been returned to Mermaid at Heart.
No refund
No refunds can be given for early return of the equipment or for equipment that remains unused.

Additional Charges

Extensions to your hire period
If there is any medical situation which prevents you from returning the equipment at the end of your hire period (42 weeks) then you must inform us within 72 hours i.e mum or baby has been admitted to hospital or you are ‘overdue’.
We will offer you up to 7 days additional hire free of charge to support you.
If we do not hear from you or someone on your behalf, within 72 hours of your hire period expiring, you will be charged £5 a day per day that your hire period is extended. This must be settled when arranging collection of the equipment.


Additional Collections

We pay for one collection ONLY. If the courier receives no reply from you or is turned away without collecting the equipment on this occasion, then you must pay for additional collections at the cost of £15 each. This must be settled before another collection will be arranged.

Wet equipment fine

Wet equipment can breed harmful waterborne bacteria. Therefore, equipment MUST NOT be returned wet for any reason. Any items returned wet will incur a fine to cover the cost of a replacement i.e £150 to cover the cost of a replacement birthing pool.
To avoid this fine:
Never fill a birthing pool without fitting a liner first.
If you spill water into the birthing pool when removing the liner, wipe it dry with a towel or kitchen roll before deflating it.
Throw away all wet, disposable items such as the liner, hoses, tap connectors, thermometer, sieve and groundsheet.
Drain all the water out of the electric emptying pump before placing it in the box for return.
And never store any of our equipment outside.

Missing or damaged items

Missing or damaged items must be paid for. We also reserve the right to charge you for any loss of income per hiring, as well as interest.

Refusal to return equipment

All equipment remains the property of Mermaid at Heart. Should you refuse to return the equipment to us we will take the necessary steps to recover our property.
We reserve the right to charge you for the cost of replacement items, loss of income per hiring, all additional charges such as a daily charge of £5 to extend your hire period, additional collections carried out by our courier at £15 each and interest.
Failure to pay will result in court action.


We will add £1.00 interest per week to any outstanding charges.

Removal of these additional charges is at the discretion of the Company Director.

If equipment has been booked on behalf of another person, please make sure they are aware of these Terms and Conditions.