Cancellation Policy

Every service sets its own cancellation notice, chosen by the provider from 12, 24, 48, 72 hours. The window that applies to your booking is shown on the service, again before you pay, and on your confirmation and receipt.

Cancel with at least that much notice and the full value of that session is preserved for your family as a credit. Cancel inside the window and no credit is created, and no refund is issued, because your provider held that time or that seat for your child and usually cannot fill it. There is no partial late-cancellation refund. Where a service does not state its own window, 24 hours applies.

Separately, if your booking starts at least 14 days after you pay, you also have 24 hours after booking to cancel for a full refund to your original payment method — regardless of the notice window above. This KidsRoster booking protection is automatic and applies on top of the notice window, never instead of it.

Credits are not cash refunds. A normal family cancellation never refunds the card automatically. Which credit is created depends on the type of service you booked, and each credit is described in our Refund Policy.

Every KidsRoster service follows one of the policy models below. Your booking confirmation and receipt always name the model that applies.

Rescheduling more than 24 hours ahead moves your session to a new time and keeps your payment applied to it. Inside 24 hours, a reschedule is treated the same way as a late cancellation, and the provider is eligible for payment for the reserved time.

A provider may always offer to move a session as a courtesy. When both sides agree inside KidsRoster, the agreed outcome is recorded on the booking.

Providers wait at least 15 minutes. If your child arrives inside that window, the session goes ahead and normally ends at its scheduled time. If nobody arrives within 15 minutes, the session may be closed as missed.

Cancelling one session inside a package or program returns that session to your remaining balance under the rule above; it does not cancel the package. Recurring family plans stay active through the current billing period, cancelling stops future renewals, and there are no prorated refunds unless required by law or approved under KidsRoster policy.

Unused sessions inside a package remain available to your family. If a package can no longer be delivered, the remaining value becomes Marketplace Credit, unless the organization that sold it continues fulfilment itself under a published policy. Approved package transitions never reduce the value your family holds.

A refund to your original payment method is issued when a payment was taken in error, when a service was not provided and a credit is not appropriate, where required by law, or where KidsRoster approves one. Service fees are refunded with the payment they belong to. Refunds typically appear within five to ten business days, depending on your bank.

Every payment appears in your account with the session it belongs to. If something looks wrong, contact us and we will review it with you.

For milestone-based work, providers must itemize any non-refundable third-party expense — naming the vendor and the amount — and receive your approval inside KidsRoster before committing it. If an event is cancelled, the provider retains payment for completed work and for approved non-refundable expenses, and the remaining project value becomes Marketplace Credit.

Published marketplace policies contain no automatic exceptions.

If something extraordinary happened, contact us. We may make a one-off adjustment at our discretion; it is reviewed case by case and is not guaranteed.

The full rule set — including credits and attendance disputes — lives in our Marketplace Policies.