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 more than 24 hours before the appointment: a Service Credit is created and stays with that provider. There is no cash refund.
• •Cancel within 24 hours: no credit is created and the provider is eligible for payment.

What is the rule?

Cancel more than 24 hours before your appointment 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 at least 24 hours before your appointment 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 more than 24 hours before the class: a Class Credit is created and stays with that class, program or organization. There is no cash refund.
• •Cancel within 24 hours: no credit is created and the reserved seat is forfeited.

What is the rule?

Cancel more than 24 hours before the class 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 at least 24 hours before the class start time.

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.

Projects & Events

Milestone-based work where the provider commits money to third-party vendors on your behalf.

Examples: Party Planners · Bar/Bat Mitzvah Planners · Photographers · Balloon Decorators · Event Coordinators · Entertainers

• •Projects are milestone-based.
• •Before any non-refundable expense is incurred, the provider must itemize the expense, identify the vendor, state whether it is refundable, obtain your approval, and record that approval in KidsRoster.
• •If the event is cancelled, the provider retains payment for completed work and for approved non-refundable third-party expenses.
• •Remaining unused project value becomes Marketplace Credit.

What is the rule?

Your planner must get your written approval inside KidsRoster before committing any non-refundable expense on your behalf.

Why does this rule exist?

Event work commits real money to venues, caterers and vendors. You should never be surprised by a financial outcome.

What do I need to do?

Review each itemized expense request — vendor, amount and whether it is refundable — and approve it in KidsRoster before the planner commits.

What happens next?

If the event is cancelled, your planner keeps payment for completed work and approved non-refundable expenses, and the remaining project value becomes Marketplace Credit.

Are there any special circumstances?

This service follows the Projects & Events Marketplace Policy.

Subscriptions

Recurring access billed for a period at a time.

Examples: Memberships · Parent Communities · Digital Programs

• •Your subscription remains active through the current billing period.
• •Cancelling prevents future renewals.
• •There are no prorated refunds unless required by law or approved under KidsRoster policy.

What is the rule?

Cancel any time — your subscription stays active until the end of the current billing period.

Why does this rule exist?

Subscriptions are billed for a full period, and you keep everything you already paid for.

What do I need to do?

Cancel before your renewal date to stop the next charge.

What happens next?

You keep access until the period ends, and no further payments are taken.

Are there any special circumstances?

There are no prorated refunds unless required by law or approved under KidsRoster policy.

Family cancellation

Cancel more than 24 hours before to receive the credit that applies to your service. Cancel within 24 hours and no credit is created.

What is the rule?

Cancel more than 24 hours before to receive the credit that applies to your service. Cancel within 24 hours and no credit 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 at least 24 hours before your appointment or class whenever possible.

What happens next?

Outside 24 hours, your credit appears in your account automatically. Within 24 hours, 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 more than 24 hours ahead and it is penalty-free — the value carries forward. Inside 24 hours, we ask your provider whether they can accept the change; if they cannot, it follows the cancellation rule for your service.

What is the rule?

Move a booking more than 24 hours ahead and it is penalty-free — the value carries forward. Inside 24 hours, we ask your provider whether they can accept the change; if they cannot, it follows the cancellation rule for your service.

Why does this rule exist?

Rescheduling keeps care going. Inside 24 hours 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 the Trust Engine records a reliability event.

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 Trust Engine 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.

Project or event cancellation

Your planner must get your written approval inside KidsRoster before committing any non-refundable expense on your behalf.

What is the rule?

Your planner must get your written approval inside KidsRoster before committing any non-refundable expense on your behalf.

Why does this rule exist?

Event work commits real money to venues, caterers and vendors. You should never be surprised by a financial outcome.

What do I need to do?

Review each itemized expense request — vendor, amount and whether it is refundable — and approve it in KidsRoster before the planner commits.

What happens next?

If the event is cancelled, your planner keeps payment for completed work and approved non-refundable expenses, and the remaining project value becomes Marketplace Credit.

Are there any special circumstances?

This service follows the Projects & Events Marketplace Policy.

Subscription cancellation

Cancel any time — your subscription stays active until the end of the current billing period.

What is the rule?

Cancel any time — your subscription stays active until the end of the current billing period.

Why does this rule exist?

Subscriptions are billed for a full period, and you keep everything you already paid for.

What do I need to do?

Cancel before your renewal date to stop the next charge.

What happens next?

You keep access until the period ends, and no further payments are taken.

Are there any special circumstances?

There are no prorated refunds unless required by law or approved under KidsRoster policy.

Service Credit

Redeemable: Only with that provider. Never expires.

• •Created from: Cancelling an individual booking more than 24 hours ahead

What is the rule?

Cancel more than 24 hours before your appointment 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 at least 24 hours before your appointment 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 more than 24 hours ahead

What is the rule?

Cancel more than 24 hours before the class 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 at least 24 hours before the class start time.

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.