What happens if my pro doesn't show up?

Step 1 — Try the chat

If your scheduled start time has passed and your Pro isn’t there, message them through in-app chat. Most of the time the Pro is in transit and just hasn’t had a chance to update their ETA. If you don’t get a response, you can also call them through the platform’s masked-number bridge.

Step 2 — Contact support

If the Pro hasn’t arrived, isn’t responding in-chat, and isn’t actively in transit on the booking screen, email [email protected]. Include your booking number. We’ll review the booking, the chat record, and the Pro’s status, and may issue a refund where appropriate. Refund eligibility is evaluated case-by-case — we don’t guarantee any specific outcome.

Booking another Pro

If you still need the service, you can search for another available Pro in the app and book a new appointment. Whether the original booking is refunded depends on the case-by-case review described above and on the cancellation terms disclosed at checkout.

What happens to the Pro

Repeated late or no-show behavior by a Pro is grounds for warnings, suspension, or removal from the platform per the Pro Agreement. Made Glow’s safety team reviews patterns of complaints.

If you’re running late as the client

Pros generally wait a reasonable window for clients before marking a booking a no-show. If you’re running behind, message your Pro through in-app chat as soon as you know. Cancellation rules disclosed at checkout still apply — see cancellation policy.