Marketplace Policies

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 and the value is preserved for your family — as a refund to your original payment method or as a Service Credit with that provider, depending on the offering's policy. Ask what applies before you book.
• •Cancel inside that notice window: no credit or refund is created and the provider is eligible for payment.

What is the rule?

Cancel before your booking’s notice window closes to receive a Service Credit with this provider.

Why does this rule exist?

Your provider reserved this time specifically for your family and often cannot fill the appointment on short notice.

What do I need to do?

Cancel before the notice window shown on your booking closes whenever possible.

What happens next?

Your Service Credit automatically appears in your account and can be used to reschedule with this provider.

Are there any special circumstances?

This service follows the Reserved Time Marketplace Policy.

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 and the value is preserved for your family — as a refund to your original payment method or as a Class Credit with that class, program or organization, depending on the offering's policy. Ask what applies before you book.
• •Cancel inside that notice window: no credit or refund is created and the reserved seat is forfeited.

What is the rule?

Cancel before the notice window shown on the class closes to receive a Class Credit with that program.

Why does this rule exist?

Your seat was held for your child and the program planned staffing and materials around it.

What do I need to do?

Cancel before the notice window shown on the class closes.

What happens next?

Your Class Credit appears in your account and can be used for another session with that class, program or organization.

Are there any special circumstances?

This service follows the Reserved Capacity Marketplace Policy.

Family cancellation

Cancel with at least the notice shown on your booking and the value is preserved for your family — as a refund to your original payment method or as credit, depending on your service's policy. Cancel inside that notice window and no credit or refund is created.

What is the rule?

Cancel with at least the notice shown on your booking and the value is preserved for your family — as a refund to your original payment method or as credit, depending on your service's policy. Cancel inside that notice window and no credit or refund is created.

Why does this rule exist?

Your provider reserved this time or seat for your family and often cannot fill it on short notice.

What do I need to do?

Cancel before your booking’s notice window closes whenever possible.

What happens next?

Outside the notice window, your refund or credit is applied to your account automatically. Inside it, the provider is eligible for payment.

Are there any special circumstances?

Published marketplace policies contain no automatic exceptions. In extraordinary circumstances the Care Team may issue a documented goodwill adjustment, which is never guaranteed and sets no precedent.

Family no-show

A missed appointment creates no credit and the provider is eligible for payment.

What is the rule?

A missed appointment creates no credit and the provider is eligible for payment.

Why does this rule exist?

The provider held the time and was ready to work with your child.

What do I need to do?

Cancel in advance rather than missing the appointment, so a credit can be created.

What happens next?

The booking is closed as missed and the provider is paid.

Are there any special circumstances?

Published marketplace policies contain no automatic exceptions. In extraordinary circumstances the Care Team may issue a documented goodwill adjustment, which is never guaranteed and sets no precedent.

Family late arrival

KidsRoster provides a 15-minute grace period. After 15 minutes the provider may mark the booking as a no-show.

What is the rule?

KidsRoster provides a 15-minute grace period. After 15 minutes the provider may mark the booking as a no-show.

Why does this rule exist?

Providers schedule back to back, so a late start cannot push into another family's time.

What do I need to do?

Arrive or join on time, and message your provider as soon as you know you will be late.

What happens next?

If the provider continues, the session still ends at the originally scheduled end time unless both parties agree to extend it. Missed time is not automatically returned.

Are there any special circumstances?

Published marketplace policies contain no automatic exceptions. In extraordinary circumstances the Care Team may issue a documented goodwill adjustment, which is never guaranteed and sets no precedent.

Rescheduling

Move a booking before its notice window closes and it is penalty-free — the value carries forward. Inside the window, we ask your provider whether they can accept the change; if they cannot, it follows the cancellation rule for your booking.

What is the rule?

Move a booking before its notice window closes and it is penalty-free — the value carries forward. Inside the window, we ask your provider whether they can accept the change; if they cannot, it follows the cancellation rule for your booking.

Why does this rule exist?

Rescheduling keeps care going. Inside the notice window the provider has already committed the time, so accepting a change is their choice to make.

What do I need to do?

Move the booking from your sessions as soon as you know the time will not work.

What happens next?

A move is one change, not a refund and a repurchase: no refund, no new charge, no duplicate value, no credit. Your original session is kept in your history and points to the session that replaced it.

Are there any special circumstances?

Provider acceptance of a late change is a voluntary accommodation, never a guarantee, and is recorded with who accepted it and when.

Provider-initiated reschedule

If a provider proposes a new time, your family keeps 100% of the booking value.

What is the rule?

If a provider proposes a new time, your family keeps 100% of the booking value.

Why does this rule exist?

A family should never absorb the cost of a change it did not ask for.

What do I need to do?

Accept the new time if it works, or decline it — either answer is fine.

What happens next?

Accepting simply moves the booking. Declining is treated as a provider cancellation, so you keep the full value and we help you find another time or another provider.

Are there any special circumstances?

Published marketplace policies contain no automatic exceptions. In extraordinary circumstances the Care Team may issue a documented goodwill adjustment, which is never guaranteed and sets no precedent.

Pending attendance

If nobody confirms what happened at a session, it is never guessed. It waits in Pending Attendance until a person resolves it.

What is the rule?

If nobody confirms what happened at a session, it is never guessed. It waits in Pending Attendance until a person resolves it.

Why does this rule exist?

Silence should never cost a family a session or pay a provider for one that may not have happened.

What do I need to do?

Providers confirm attendance after the session. Families can tell us if what was recorded does not match what happened.

What happens next?

While attendance is pending, no session or package balance is used, no earnings are recognized and nothing is paid out. Once it is resolved, every record updates from that one resolution and corrections are added to history rather than replacing it.

Are there any special circumstances?

A provider may correct their own record within 48 hours. After that only the Care Team may amend it, and every amendment is documented.

Provider cancellation

If a provider cancels, your family keeps 100% of the booking value.

What is the rule?

If a provider cancels, your family keeps 100% of the booking value.

Why does this rule exist?

A family should never absorb the cost of a decision it did not make.

What do I need to do?

Nothing — KidsRoster handles it.

What happens next?

KidsRoster helps you reschedule or find another provider, and we record what happened on the provider's record.

Are there any special circumstances?

Published marketplace policies contain no automatic exceptions. In extraordinary circumstances the Care Team may issue a documented goodwill adjustment, which is never guaranteed and sets no precedent.

Provider no-show

If a provider does not show, your family keeps 100% of the booking value.

What is the rule?

If a provider does not show, your family keeps 100% of the booking value.

Why does this rule exist?

Reliability is the foundation of trust on KidsRoster.

What do I need to do?

Report the missed session — the Priority Care Team takes it from there.

What happens next?

You keep the full value, the Care Team assists, and a reliability event is recorded. Repeated incidents trigger a KidsRoster review.

Are there any special circumstances?

Published marketplace policies contain no automatic exceptions. In extraordinary circumstances the Care Team may issue a documented goodwill adjustment, which is never guaranteed and sets no precedent.

Package transition

If a provider relationship is not the right fit, unused package value converts into Marketplace Credit.

What is the rule?

If a provider relationship is not the right fit, unused package value converts into Marketplace Credit.

Why does this rule exist?

Families should never lose unused value because of a provider mismatch.

What do I need to do?

Tell the Care Team that the relationship is not working.

What happens next?

Completed sessions remain earned and paid, and the remaining value becomes Marketplace Credit you can use with another qualified provider.

Are there any special circumstances?

Marketplace Credits never expire.

Service Credit

Redeemable: Only with that provider. Never expires.

• •Created from: Cancelling an individual booking before its notice window closes

What is the rule?

Cancel before your booking’s notice window closes to receive a Service Credit with this provider.

Why does this rule exist?

Your provider reserved this time specifically for your family and often cannot fill the appointment on short notice.

What do I need to do?

Cancel before the notice window shown on your booking closes whenever possible.

What happens next?

Your Service Credit automatically appears in your account and can be used to reschedule with this provider.

Are there any special circumstances?

This service follows the Reserved Time Marketplace Policy.

Class Credit

Redeemable: With that class, program or organization. Never expires.

• •Created from: Cancelling a class, group or workshop seat before its notice window closes

What is the rule?

Cancel before the notice window shown on the class closes to receive a Class Credit with that program.

Why does this rule exist?

Your seat was held for your child and the program planned staffing and materials around it.

What do I need to do?

Cancel before the notice window shown on the class closes.

What happens next?

Your Class Credit appears in your account and can be used for another session with that class, program or organization.

Are there any special circumstances?

This service follows the Reserved Capacity Marketplace Policy.

Marketplace Credit

Redeemable: Any eligible provider on KidsRoster. Never expires.

• •Created from: Approved package transitions
• •Created from: Provider cancellations
• •Created from: Provider no-shows
• •Created from: Unused project value after an event is cancelled
• •Created from: Other KidsRoster-approved marketplace events

What is the rule?

Marketplace Credit can be used with any eligible provider on KidsRoster, and never expires.

Why does this rule exist?

A family should never lose value because a provider cancelled or because a relationship was not the right fit.

What do I need to do?

Nothing — the credit is issued automatically and applies at checkout.

What happens next?

Your Marketplace Credit appears in your account and is applied to your next eligible booking.

Are there any special circumstances?

Marketplace Credits never expire.

Organization Package Continuity Policy

When a family is dissatisfied during a package, organizations get a reasonable opportunity to continue serving through another qualified provider, unless KidsRoster determines the family has reasonably lost confidence in the organization itself.

What is the rule?

KidsRoster values long-term relationships and encourages organizations to resolve concerns during a package. An organization may offer another qualified provider for the same or substantially similar service, subject to marketplace standards.

Why does this rule exist?

A poor fit with one provider should not automatically end a relationship that can still work with a different provider.

What do I need to do?

Organizations should make reasonable efforts to resolve concerns with another qualified provider. Families should raise concerns through KidsRoster so they can be reviewed.

What happens next?

If KidsRoster determines the family has reasonably lost confidence in the organization itself, the remaining package may be ended and the unused value resolved under the Cancellation & Refund Policy.

Are there any special circumstances?

KidsRoster retains final discretion, considering service quality, communication, scheduling, professionalism, safety, policy compliance, prior resolution efforts, and overall family experience.