The short version
If a Made Glow service doesn't go as described, report it in the app within 24 hours. We'll review what happened and, where the situation warrants it, ask the Pro to put it right or issue a refund. Made Glow is a marketplace, not the provider of the service, so refunds are assessed case by case against the terms disclosed at booking rather than promised in advance — see Section 5.4 of the Terms, which governs if anything here differs.
When you're entitled to a refund
- The Pro doesn't show up. Report it and we'll refund the deposit and the service price in full. Reviewed by a person, usually the same day — there is no automatic detection, so you do need to tell us.
- 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 "Report an issue" (or email [email protected] from the address on 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
As a condition of being on the platform, Pros agree to co-operate with this process. Refunds approved by Made Glow are deducted from the Pro's payout for the affected booking, and we don't take a platform fee on a refunded service. A pattern of refunds is grounds for review and 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].
