What's the refund policy?

Made Glow is a marketplace. Pros set their own services, prices, and cancellation windows; we facilitate payment and dispute resolution. We don’t promise blanket guarantees we can’t honor — instead, here’s what actually happens when something goes wrong.

If your Pro is late or doesn’t show

If your Pro doesn’t arrive within a reasonable window of the scheduled start and isn’t responding in-chat, message [email protected]. We review the booking, the chat record, and any supporting evidence, and may issue a refund where appropriate. More on no-shows here.

If the service quality wasn’t what you booked

If the service was materially different from what was booked or fell short of professional standards, file a satisfaction claim within 24 hours of the appointment ending. Many Pros offer a free fix; where that’s not possible, contact support and we’ll review the request. Quality-claim walkthrough here.

If your Pro cancels on you

We’ll help you re-book a replacement Pro at or near the same time slot when one is available. Refund eligibility for the original booking is reviewed case-by-case based on the cancellation timing and circumstances disclosed at checkout.

What is generally not refunded

• Client cancellations within the disclosed cancellation window (see cancellation policy).
• Tips — once submitted, tips are routed to the Pro. Message support within 1 hour for accidental-tip corrections.
• Personal preference — if the service was performed correctly per what was booked but the result wasn’t to your taste, we generally cannot refund. Bridal trials and consultations are designed for this purpose.

How approved refunds are issued

Where a refund is approved, it returns to the original payment method:

• Apple Pay / Google Pay — usually visible in the wallet ledger quickly; banks take 1–3 business days to settle.
• Credit card — typically 5–10 business days to your statement.
• Pre-authorization holds generally release within 5–7 business days regardless. Your bank determines exact timing.

Escalation

If you haven’t heard back from us within one business day of filing, email [email protected]. See also: chargebacks vs. refunds.