Refund Policy
Last updated: October 14, 2026
You pay a 50% deposit when you book. The other 50% is charged after your session takes place, using the card you saved at booking. What happens if plans change depends on when, and on who changes them.
If you cancel
- 24 or more hours before your session — your deposit is refunded in full and the balance is never charged. You pay nothing. Refunds usually land back on your card within 5–10 business days.
- Less than 24 hours before your session — your deposit is not refunded and the balance is never charged. You pay 50% of the session price.
The 24-hour rule exists because your professional set that time aside and turned down other bookings for it. Of that forfeited deposit, your professional receives 80% and GlowCoach keeps 20% — the same split as every other session.
If your professional cancels
- At any point, for any reason — your deposit is refunded in full and the balance is never charged. There is no 24-hour rule on their side.
- If they don’t show up to the session room — same thing. Full refund, no balance charged. Let us know so we can follow up with them.
If you need a different time
You can reschedule a booked session once, if you ask 24 or more hours before it starts — message your professional through GlowCoach or email hello@glowcoach.org. Your deposit carries over, and the new time must be within 30 days of the original session. A request less than 24 hours before the session, or a second reschedule of the same booking, is treated as a cancellation under the rules above. Your professional can only move your session if you agree to the new time; if you don’t, it counts as their cancellation and you’re refunded in full. Full details are in our Terms of Service.
If you don’t show up
The balance is charged and your professional is paid in full. A no-show is treated as a session that took place, because from their side it did — they were there, waiting.
If something genuinely went wrong on your end, submit a request below and we’ll look at it.
After a completed session
If both of you were present and the session happened, but the session did not deliver what was described, you can ask us to review it. Here is exactly what happens:
- You submit the refund request form below, explaining what went wrong.
- We notify your professional and ask them to submit their own account of the session.
- We read both, and we decide. We may approve the refund in full, approve part of it, or deny it.
- You’ll hear back from us by email either way, usually within 5 business days.
Requests must be submitted within 7 days of the session. We can refund your deposit, your balance, or both. Approved refunds go back to your original payment method and typically appear within 5–10 business days, depending on your bank.
What we can and can’t refund for
We will generally approve a refund where the professional didn’t deliver the service described, ended the session early without cause, or behaved unprofessionally.
We generally won’t approve a refund because you disagreed with the advice, because a recommended product didn’t produce the result you hoped for, or because of technical problems on your own end. Beauty guidance is a professional opinion, not a guaranteed outcome.
Cancellations are covered by the rules above and don’t need a request — those happen automatically.
If there’s a technical problem
If a session can’t start or is cut off by a technical problem, both of you should try to reconnect for up to 10 minutes. If the session can’t continue and less than half of the booked time took place, you can choose a free reschedule (within 14 days) or a full refund. If half or more took place, the session counts as completed, and you can still use the refund request process above. If the problem is clearly on one person’s side — for example, they never join, or their connection keeps failing — the no-show rules apply. Report technical problems to hello@glowcoach.org within 24 hours of the session time.
Master Classes
Master Classes are paid teaching sessions booked by professionals. They are paid in full in a single charge at booking — there is no deposit/balance split.
- 24 or more hours before the class — full refund (the class price and the service fee).
- Less than 24 hours before the class — no refund; the instructor keeps their 80% share of the class price.
- If the instructor cancels or doesn’t show, at any point — you are refunded in full.
The 24-hour window is measured against the class’s actual start time. Rescheduling follows the same rules as consultations, except that an instructor reschedules the whole class, and any attendee who can’t make the new time is refunded in full.
Request a refund
Include the date of your session and your professional’s name. We’ll confirm receipt within one business day.