1. Booking Confirmation
All bookings require advance payment. A booking is considered confirmed only upon successful completion of payment.
2. Cancellation Policy
Cancellations are governed by the type of booking:
a. Pre-Bookings (Future Date Bookings)
Cancellations are permitted subject to the refund timelines outlined in Section 3 below.
b. Spot Bookings (Same-Day / Immediate Bookings)
Cancellations are not permitted once the booking is confirmed.
3. Refund Policy
Refund eligibility applies only to pre-bookings and is determined based on the time remaining before the scheduled booking start time:
| Cancellation Window | Refund |
|---|---|
| More than 24 hours prior | 100% refund |
| Between 12 and 24 hours prior | 50% refund |
| Between 2 and 12 hours prior | 25% refund |
| Less than 2 hours prior | No refund |
No refunds shall be issued for:
- Spot bookings
- No-shows
- Partial usage of the booked duration
- Early pick-up of the child
- Parent-initiated cancellations outside the eligible refund window
- Operational interruptions beyond iklo's reasonable control (including but not limited to venue issues, force majeure, or third-party disruptions)
4. Rescheduling Policy
a. Pre-Bookings
Rescheduling is permitted only for bookings made for future dates and is subject to availability. Rescheduling requests must be made before the applicable cutoff window as defined by iklo.
b. Spot Bookings
Rescheduling is not permitted for spot bookings under any circumstances.
Parents wishing to change a booking outside the permitted rescheduling criteria must create a new booking.
5. Exceptional Circumstances
iklo reserves the right to modify, reschedule, or cancel bookings in situations including but not limited to:
- Safety or security concerns
- Venue unavailability or closures
- Force majeure events
In such cases, iklo may, at its sole discretion, issue credits or refunds.
6. Finality
All decisions made by iklo regarding cancellations, refunds, credits, or rescheduling shall be final, binding, and non-contestable.