Now matter how hard we try, extenuating circumstances & unpredictable changes happen to our schedules. A cold, a family emergency, you name it – a wonky wrench is just waiting around the corner to be thrown into your plans. So what do you do if you are a Kid Expert or a Family who booked on Curatedcare.com and you need to cancel a session?

Many Kid Experts stipulate a cancellation fee on their profiles within their bios, usually applicable if a session is cancelled in under 12 or 24 hours. Even if no cancellation fee is stipulated by the Kid Expert booked, Families typically offer to compensate a Kid Expert for a portion or the full amount of the booked session if they cancel the day before. Here’s how to send or receive payment for a cancelled session:

If you’re a Family who Needs to Cancel:

• Message your booked Kid Expert upon your scheduling changing to give them a heads up
• Let them know what you would like to offer as compensation
• Leave your booking as confirmed so your Kid Expert can adjust the booking amount accordingly and send your way
• Pay your invoice as normal (manually or allow auto payment to process 24 hours later)

If you’re a Kid Expert who Received a Cancellation:

• Message your booking Family to relay your cancellation policy and request to enact it (however many Families offer specific compensation when cancelling)
• Use the confirmed booking and adjust the booking hours accordingly to send to the family (if a family is offering to pay you for 50% of the session, divide your session hours in half when sending. A reminder that the invoice can not be sent until the original end time of the booking passes as per usual)

If you’re a Kid Expert who Needs to Cancel a Session:

• Immediately message your Family to give them ample notice. While Families should receive your message within the message center, do follow up by directly texting the Families phone number (this can be found in the details of your booked session) if you do not hear back to ensure correspondence has been received.
• When messaging, ask the Family if they would like you to reach out to CC customer service (hello@curatedcare.com) to have our admin team resend their booking on their behalf to their team members and additional Kid Experts. If the Family says yes, reach out to CC admin asap so we can send out the bat signal for the Family.
• Often Families will then ask you to cancel the booking. Kid Experts are unable to cancel a booking until the session date and time has passed so ask the Family to cancel on their end OR reach out to CC admin (hello@curatedcare.com) to manually adjust the booking status to “Cancelled”.

Wishing everyone a healthy, cold-free, extenuating-circumstance free schedule out there! For more information visit Family FAQs or Kid Experts FAQs!