Organization Package Continuity Policy

KidsRoster values long-term relationships between families and providers and encourages organizations to make reasonable efforts to resolve concerns that arise during a package. If a family is dissatisfied with an individual provider, the organization may offer another appropriately qualified provider for the same or a substantially similar service, subject to KidsRoster's marketplace standards. KidsRoster will generally provide organizations with a reasonable opportunity to continue serving the family through another qualified provider when appropriate.

However, KidsRoster also recognizes that some situations extend beyond the fit of an individual provider. If, after reviewing the circumstances, KidsRoster determines that a family has reasonably lost confidence in the organization itself because of the overall experience, KidsRoster may determine that continued reassignment within that organization is not an appropriate resolution.

In those circumstances, KidsRoster may end the remaining package with that organization and resolve the unused portion of the package in accordance with the KidsRoster Cancellation & Refund Policy, which may include issuing a KidsRoster account credit for eligible unused services.

Organizations acknowledge that KidsRoster retains final discretion to determine the appropriate marketplace resolution after reviewing the facts of each situation. Factors may include, but are not limited to, service quality, communication, scheduling, professionalism, safety concerns, policy compliance, prior resolution efforts, and the overall experience of the family.

This policy is intended to provide organizations with a fair opportunity to resolve concerns while ensuring that families are not required to continue with an organization when KidsRoster determines that doing so is no longer an appropriate or reasonable solution.

If a package is ended under this policy, the unused value is resolved according to our Refund Policy and Cancellation Policy. The full rule set lives in our Marketplace Policies.