I wasn't happy with my service — what now?

Made Glow is a marketplace. Pros set their own services and standards; we facilitate payment, dispute review, and trust-and-safety escalation. We don’t guarantee refunds — instead, here’s the practical sequence when something goes wrong.

Step 1 — Talk to your Pro first

Use in-app chat to flag the issue. Many Pros will offer a fix — some will return for a touch-up, others may offer a partial credit toward your next booking. The exact remedy is up to the Pro.

Step 2 — If the Pro can’t or won’t resolve it

File a report through the app: Bookings → [your booking] → Report a problem, or email [email protected]. Include 2–3 photos and a brief description. The sooner you report, the easier it is to evidence a quality issue.

Step 3 — What we do

Support reviews the booking, the chat record, and any supporting evidence. Possible outcomes include arranging a fix with a different Pro, a partial refund, a full refund, or an account credit — evaluated on the facts. Made Glow does not guarantee any specific outcome; we evaluate each request individually. The full legal policy is in our terms.

What generally counts as a quality issue

• Service materially different from what was booked.
• Damage caused by the service.
• Failure to follow the agreed-upon technique or product line.
• Sanitation or hygiene problem during the appointment.
• Pro left early or skipped portions of the service.

What generally does not

• Cosmetic preference. The cut was professional but you don’t like how the bangs sit. The color matches your reference but isn’t quite the vibe you imagined. A paid trial is the standard prevention for high-stakes services like bridal makeup.
• Reasonable wear over time. Day 14 of a 21-day mani showing wear is normal, not a defect.
• Reactions to disclosed ingredients the Pro warned you about.

If safety was involved

Burns, chemical injuries, or other health-impacting events: call 911 first if needed, then report at /safety or via the in-app SOS button. More on reporting incidents.