Effective Date: [Insert Date]
Scope: This Cancellation Policy (“Policy”) governs how Customers and Professionals may cancel Bookings, and the financial consequences. It supplements both Customer Terms of Service and Professional Terms of Service .
“Booking” means a confirmed appointment for a service via Glam.
“Cancellation” means termination of a Booking by either Customer or Professional before service completion.
“Notice Period” means the minimum advance time before scheduled service start within which cancellation entitles Customer to specified refund, or requires Customer to reimburse Professional travel costs.
“Rebooking” means rescheduling the service for a later date/time, subject to availability and policy terms.
Standard Notice Period: Customer may cancel Booking up to [Insert standard window, e.g., 24 or 48 hours] before scheduled service start for full refund of service fee, less any non-refundable platform or third-party fees clearly disclosed at booking .
Late Cancellation: If Customer cancels within the Notice Period but before Professional departs:
May receive partial refund (e.g., 50% of service fee) or full refund minus reasonable administrative fee, at Glam’s discretion or as specified in booking confirmation.
Glam must transparently disclose deduction methodology in booking confirmation.
Cancellation After Professional Departs: If Professional has already departed for Customer location (as confirmed by Professional check-in on platform or GPS/time-stamped evidence), Customer must reimburse full round-trip travel cost plus a nominal cancellation fee to compensate Professional time, unless otherwise agreed.
No-Show: If Customer fails to be present at agreed time/location without notice (“No-Show”), Glam may charge full service fee plus travel reimbursement to the Customer, unless Customer provides evidence of emergency acceptable under this Policy.
Exceptional Circumstances: In case of force majeure (e.g., severe weather, emergencies), Customer may cancel with waiver of late fees or travel reimbursements upon providing adequate evidence. Glam reviews on case-by-case basis, aiming to balance fairness to both parties and platform integrity.
Advance Notice Requirement: Professional must notify Glam and Customer via platform at least [Insert period, e.g., 12 or 24 hours] before scheduled service if unable to fulfill Booking. Failure to provide timely notice may result in penalties per Glam’s platform rules (e.g., suspension, fines).
Full Refund Obligation: If Professional cancels before service start, Customer automatically receives full refund of all amounts paid for that Booking.
Emergency Cancellations: If Professional is forced to cancel due to emergency (e.g., illness, accident), Professional should provide prompt evidence when feasible. Glam may facilitate rescheduling or replacement Professional. Professional may be exempted from penalties if evidence satisfies Glam’s criteria.
Repeated Cancellations: Professionals with patterns of cancellations beyond acceptable thresholds may face account suspension or delisting, per Glam’s quality control mechanisms.
Customer-Initiated Rebooking: If Customer wishes to reschedule within allowed timeframe (e.g., before Professional departs), Glam treats it as cancellation and new Booking; standard cancellation terms apply to original Booking, and new Booking follows current pricing and availability.
Professional-Initiated Rebooking: If Professional requests to reschedule due to minor scheduling conflict and provides sufficient advance notice, Customer should be offered alternative slots without penalty; if no acceptable slots, Customer may cancel for full refund.
Platform Mechanism: All cancellations must be executed through Glam’s platform interface to ensure accurate tracking (time-stamped) and automated enforcement of policy logic.
Notifications: Upon cancellation, Glam sends immediate notifications to affected party with clear statement of any charges, reimbursements due, and next steps (e.g., refund timeline, travel cost invoice).
Travel Reimbursement Invoicing: For Customer reimbursements to Professional (when applicable), Glam generates an itemized invoice showing travel costs, cancellation fee, and instructions for payment/refund offsets.
Dispute Handling: If Customer disputes a cancellation charge or reimbursement, Glam investigates by reviewing evidence (time-stamps, messages, geolocation logs if available) and mediates per Dispute Resolution procedures in Terms of Service .
Consumer Protection Compliance: Cancellation terms must comply with mandatory local laws on service cancellations and consumer rights. Where law requires more favorable terms for Customer, such terms override this Policy.
Independent Contractor Status: Professionals remain independent; however, Glam enforces cancellation rules uniformly to maintain platform reliability and fairness .
Data Privacy: Handling cancellation-related data (e.g., location logs) must align with Privacy Policy and applicable data protection regulations .
Glam may update this Cancellation Policy. Notice of material changes will be provided at least 7 days before effect. Continued use signifies acceptance.
