Legal
Cancellation Policy
Last updated: January 2026
1. The notice window on your booking
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 more notice than that window and the value of that session is preserved for your family as a credit. Cancel inside the window and no credit is created, because your provider held that time or that seat for your child and usually cannot fill it. Where a service does not state its own window, 24 hours applies.
Credits are not cash refunds. Which credit is created depends on the type of service you booked, and each credit is described in our Refund Policy.
2. What applies to your booking
Every KidsRoster service follows one of four policy models. Your booking confirmation and receipt always name the model that applies.
Reserved Time
One provider reserves a specific block of time for your family.
Examples: Tutors · Executive Function Coaches · Speech Therapy · Occupational Therapy · Music Lessons · Swim Lessons · Babysitters · One-on-one coaching
- Cancel with at least the notice shown on the offering: a Service Credit is created and stays with that provider. There is no cash refund.
- Cancel inside that notice window: no credit is created and the provider is eligible for payment.
Reserved Capacity
A seat is held for your child in a class, group or workshop.
Examples: Coding classes · Cooking classes · Art classes · Group tutoring · Social Skills Groups · Workshops
- Cancel with at least the notice shown on the offering: a Class Credit is created and stays with that class, program or organization. There is no cash refund.
- Cancel inside that notice window: no credit is created and the reserved seat is forfeited.
3. Rescheduling
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.
4. Late arrivals
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.
5. Missed sessions and no-shows
If a family misses a session
A missed appointment creates no credit and the provider is eligible for payment.
The booking is closed as missed and the provider is paid.
If a provider cancels or does not appear
If a provider cancels, your family keeps 100% of the booking value.
You keep the full value, the Care Team assists, and a reliability event is recorded. Repeated incidents trigger a KidsRoster review.
6. Packages, programs and recurring plans
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.
If KidsRoster determines that your family has reasonably lost confidence in an organization itself, the remaining package may be ended under the Organization Package Continuity Policy.
7. Exceptions
Published marketplace policies contain no automatic exceptions.
The Care Team may issue a discretionary goodwill adjustment. Every adjustment is documented and auditable.
Goodwill adjustments are not guaranteed, are never publicly advertised, and set no precedent for future requests.
The full, generated rule set — including credits and attendance disputes — lives in our Marketplace Policies.