Legal
Refund Policy
Last updated: January 2026
1. Credits first, refunds where they are due
When a session is cancelled in line with our Cancellation Policy — more than 24 hours ahead — the value is preserved as a credit in your account. Credits never expire.
A refund to your original payment method is issued when a charge was taken in error, when a service was never delivered and no credit is appropriate, where required by law, or where the KidsRoster Care Team approves one.
2. The three kinds of credit
Service Credit
Cancel before your booking’s notice window closes to receive a Service Credit with this provider.
- Where it can be used
- Only with that provider
- How it is created
- Cancelling an individual booking before its notice window closes.
- Expiry
- Never expires.
Class Credit
Cancel before the notice window shown on the class closes to receive a Class Credit with that program.
- Where it can be used
- With that class, program or organization
- How it is created
- Cancelling a class, group or workshop seat before its notice window closes.
- Expiry
- Never expires.
Marketplace Credit
Marketplace Credit can be used with any eligible provider on KidsRoster, and never expires.
- Where it can be used
- Any eligible provider on KidsRoster
- How it is created
- Approved package transitions; Provider cancellations; Provider no-shows; Unused project value after an event is cancelled; Other KidsRoster-approved marketplace events.
- Expiry
- Never expires.
3. If a provider cancels
When a provider cancels or does not appear, the reserved value is returned to your family as Marketplace Credit, usable with any eligible provider on KidsRoster. If you would rather have the money back, contact us and we will refund the original payment method.
4. Packages and programs
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 has published a policy under which it continues fulfilment itself. Approved package transitions never reduce the value your family holds.
If your family has reasonably lost confidence in an organization itself, the remaining package may be ended under the Organization Package Continuity Policy.
5. Projects and events
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.
6. Recurring family plans
Where a family purchases a recurring plan of sessions, each period is billed in full. Cancelling stops future renewals and you keep access until the end of the period you already paid for. There are no prorated refunds unless required by law or approved under KidsRoster policy.
7. Platform fees
Service fees are calculated at checkout and are refunded with the payment they belong to. KidsRoster is paid only through fees on sessions booked and paid for in the marketplace.
8. Questioning a charge
Every payment appears in your account with the session and policy it belongs to. If something looks wrong, tell us before disputing it with your bank — we can usually correct it faster. 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.
Refunds are returned to the original payment method and typically appear within five to ten business days, depending on your bank.