What if my pro is running late?

Running a few minutes late is normal — mobile pros are coming from another booking, navigating traffic, or finishing setup. Here's the playbook.

The grace window

The first 10 minutes after your scheduled start are normal grace time. Most pros message proactively if they're held up — you'll get a push notification with the new ETA.

10 to 15 minutes late, no message

Open the booking and tap the chat icon. A "ETA?" message usually gets a reply in a minute or two. If the pro is on the road they may not see it immediately; the in-app dialer also lets you call directly without sharing phone numbers.

15 to 30 minutes late

The booking still counts as on-time, but you can request a courtesy credit if it disrupts your day. Use the in-app chat or message [email protected] — we'll typically issue a $10–$25 credit depending on the disruption.

More than 30 minutes late

You're entitled to a full refund of the deposit, no questions asked. Tap Bookings → Cancel for late arrival and the refund is issued instantly. If you still want the service, the Glow concierge can find a replacement pro who can be there within an hour in most cities (Miami, Miami Beach, Fort Lauderdale, Boca Raton).

If you're running late

Most pros build in a 15-minute grace window for clients too — message them through the in-app chat as soon as you know. Pros are paid for their booked window, so being more than 30 minutes late may shorten your service or trigger a no-show fee. No-show details here.

Common late causes

The most frequent reasons a pro is late: rush-hour traffic in Miami's Brickell and South Beach corridors, the Rickenbacker Causeway to Key Biscayne, weather (especially summer afternoon thunderstorms), and a previous client running over. Pros set their booking gap to absorb most of this — the chat is the fastest way to get an ETA.