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

Service-quality issues happen. Made Glow's 24-hour quality guarantee is designed to make them easy to resolve.

Step 1 — Talk to your pro first

Use in-app chat to flag the issue. Most pros will offer a free fix the same day or within 48 hours — they want you to like the result. Examples:

• Hair color came out too brassy → free toner correction within 7 days.
• Chipped manicure within 3 days → free re-do.
• Lash set fell out within 5 days → free re-set.
• Massage didn't address the area you flagged → most LMTs will offer 15 free minutes on a follow-up.

Step 2 — File a satisfaction claim

If the pro can't or won't fix it (or you don't want them back), file a claim through the app: Bookings → [your booking] → Report a problem → Quality issue. Include 2–3 photos showing the issue and a brief description. Submit within 24 hours of the appointment ending.

Step 3 — Resolution

Made Glow's quality team responds within 4 business hours. Outcomes:

• Free fix offered by a different pro — most common. We arrange a same-week appointment.
• Partial refund — if part of the service was good and part wasn't.
• Full refund — for material quality issues that can't be undone.
• Account credit — for future-booking remediation.

What counts as a quality issue

• Service materially different from what was booked.
• Damage to your hair, skin, or nails from 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 does NOT count as a quality issue

• 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. These are coaching moments, not refund moments — and 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.
• Allergic reactions to disclosed ingredients the pro warned you about.

If safety was involved

Burns, chemical injuries, or other health-impacting events go through our liability insurance, not the refund flow. More on reporting incidents.