How do chargebacks work on Made Glow?

Chargebacks (disputes filed through your card-issuing bank) are a legitimate consumer protection. They are typically slower than the in-app refund flow because banks run their own investigation; treat the chargeback path as a backstop, not a first move.

If you file a chargeback

Stripe notifies Made Glow. We respond with the full booking record:

• Booking confirmation, address, and time stamps.
• The Pro’s check-in / check-out time stamps.
• Chat transcript between you and the Pro.
• Photos taken by the Pro at completion, where applicable.
• Any prior refund or claim activity on the booking.

The bank decides

Bank dispute panels review the documentation and decide: chargeback upheld (you keep the funds), chargeback rejected (funds return to Made Glow). Either way, Made Glow honors the bank's decision.

Account effects of a chargeback

While a chargeback is open, your Made Glow account may be paused for new bookings. The pause lifts when the dispute resolves. Multiple unfounded chargebacks may lead to permanent account closure under our payment terms.

When to chargeback vs. refund

Use the in-app refund flow if:

• You can't reach the pro and want resolution fast.
• You have a legitimate quality or no-show issue.
• You want to keep your Made Glow account in good standing.

Consider a chargeback only if:

• You believe the charge was fraudulent (you didn't make the booking).
• Made Glow's refund process has been exhausted and you disagree with the outcome.
• Your card was used without authorization (always file with the bank in this case).

If your card was used fraudulently

That’s a different category — if you didn’t make a booking but it appears on your card, dispute it as fraud with your bank AND email [email protected] immediately. We’ll lock the account, investigate, and assist the bank’s fraud team.

See our refund policy and full terms of service.