The short version
If a Made Glow service doesn't go as described, message us within 24 hours and we'll either get the pro to fix it or refund you. We back this with a written satisfaction guarantee covering quality and professionalism issues.
When you're entitled to a refund
- The pro doesn't show up. Full refund of the deposit and the service price (if charged). Automatic — no forms.
- The pro shows up but can't or won't perform the service. Full refund.
- Quality issue. If the result materially doesn't match the agreed-on description (color is the wrong shade, a haircut is uneven, a manicure peels within 48 hours), we'll first ask the pro to fix it at no charge. If they can't or won't, we refund the service in full.
- Sanitation or safety issue. Anything that breaks our Code of Conduct or sanitation standards is a full refund and immediate review of the pro's account.
- You're charged twice or for a service that didn't happen. Automatic refund within 3 to 5 business days.
When a refund isn't owed
- You changed your mind about the result after the service met the agreed-on description (e.g., you decided you don't like the color you asked for).
- You missed the appointment without notifying the pro at least 24 hours in advance — late-cancel and no-show fees apply per the pro's posted policy.
- Damage caused by your aftercare (e.g., washing hair within 48 hours of color) — see the pro's aftercare instructions.
How to request a refund
- Open the booking in the app and tap "Get help" (or message [email protected] from the email tied to your account).
- Describe what went wrong and attach photos if relevant. The earlier you message, the easier it is to investigate.
- We respond within 24 hours during business hours and aim to issue refunds within 3 to 5 business days of approval.
How the refund flow works mechanically
Refunds run through Stripe and return to the original payment method. Credit and debit cards typically take 3 to 5 business days; bank transfers can take up to 10. If you tipped the pro, the tip is also refunded for refunds approved within 24 hours of service completion.
Disputes and chargebacks
If we can't agree on a resolution, you have the right to dispute the charge with your card issuer. Made Glow cooperates with all legitimate disputes. We ask that you message us first — most disputes resolve faster directly through the app.
Pro responsibilities under this policy
Pros agree to honor the satisfaction guarantee as a condition of being on the platform. Refunds approved by Made Glow are deducted from the pro's payout for the affected booking; we don't take a platform fee on refunded services. Pros with a refund rate above 8 percent of bookings over a 90-day rolling window are reviewed for possible deactivation.
Changes to this policy
We update this policy from time to time. Material changes are announced in the app and via email at least 14 days before they take effect. The current version supersedes all previous versions.
Last updated: 2026-04-30. Questions? Email [email protected].