We understand that plans with young children change. This policy explains how to reschedule or cancel a screening booked through our website.
Rescheduling
- 24 hours or more before your slot: free. Email us and we will move you to another available slot.
- Less than 24 hours before, or no-show: the booking is forfeited. We may, at our discretion, offer one rescheduling if your child is unwell — please let us know as early as you can.
Cancellation and refunds
- 48 hours or more before your slot: full refund of the amount paid.
- Between 24 and 48 hours before: 50% refund, or a free reschedule.
- Less than 24 hours before, or no-show: no refund.
- Cancelled by IsoKinder (for example, facilitator unavailability or an office closure): full refund or a free reschedule, your choice.
- Session stopped early because your child is unwell or distressed: free reschedule.
How refunds are paid
Refunds are issued to the original payment method through our payment partner and usually appear within 5–7 working days, depending on your bank.
How to request
Email info@isokinder.com with your booking reference (starting with "IK-") and whether you would like to reschedule or cancel. The time of your email is used to determine which of the above applies.