What happens if my pro doesn't show up?

Pro no-shows are rare (under 0.4% of bookings on Made Glow), and the refund flow is automated to make it painless when they do happen.

The 30-minute rule

If your pro hasn't arrived within 30 minutes of the scheduled start time and isn't actively in transit (the booking screen shows their live ETA), you have full refund rights. The threshold is 30 minutes, not 15 — that buffer accounts for traffic, parking, and elevator wait time at most addresses. More on running-late escalation.

Step 1 — Try the chat

At minute 15, message the pro through in-app chat. If you don't get a response in 5 minutes, tap the dialer icon to call them through the platform's masked-number bridge. Most "no-shows" are actually traffic — a quick chat resolves them.

Step 2 — Cancel for late arrival

If 30 minutes pass with no response, tap Bookings → [your booking] → Cancel for late arrival. The app will:

1. Refund the deposit instantly to your original payment method.
2. Credit your account with a $20 booking credit (usable on any future booking).
3. Notify the pro and lock the booking.
4. Open a trust-and-safety case to investigate why the pro didn't show.

Step 3 — Re-book if you want

The Glow concierge can find a replacement pro who can be at your address within 60–90 minutes in most launch cities (Miami, Miami Beach, Fort Lauderdale, Boca Raton). Tap Find a replacement from the cancellation confirmation — search filters automatically include "available now."

What happens to the pro

First no-show: a coaching message and a one-week probation. Second no-show in any rolling 6-month window: 30-day suspension. Third: permanent removal from the platform. Pros know and respect this — it's a major reason no-shows are rare.

What if there's a real emergency?

If the pro is in a genuine emergency (medical, family, accident), they can mark the booking as "emergency cancelled" through their app. You still get the same refund and credit, and the no-show doesn't count against the pro's probation. We verify these case-by-case.

If you're a no-show as the client

If you're not at the address within 30 minutes of start, the pro may charge the no-show fee and leave. Most will message and call first — if you respond, they'll usually wait. Cancellation rules here.