Effective Date: [Insert Date]
Scope: This Refund Policy (“Policy”) applies to all bookings made by Customers through the Glam-On Call platform (“Glam”). It works in conjunction with the Customer Terms of Service .
“Booking” means a confirmed appointment for a service facilitated via the Glam platform.
“Customer” means an individual or entity booking a service via Glam.
“Professional” means the independent service provider delivering the booked service.
“Platform Fee” means any commission or administrative fee retained by Glam per the Customer Terms of Service .
“Refund” means repayment of all or part of the Booking fee to the Customer’s original payment method.
Non-Guarantee of Service Outcome: Glam acts only as facilitator; no guarantee of service quality or outcome is implied under this Policy .
Timely Processing: When a refund is approved, Glam will process it within a specified timeframe (e.g., within 7 business days) to the original payment method, subject to payment processor timelines .
Scope of Refunds: Refunds may cover:
Full Booking fee when cancellation is by the Professional or due to failure of service delivery.
Partial refunds where service was partially delivered or issues are agreed upon by both Customer and Professional.
Transportation reimbursement scenarios described separately in the Cancellation Policy.
Exceptions & Non-Refundable Items: Any non-refundable add-ons, platform fees, or third-party costs explicitly disclosed at booking may not be refundable, unless otherwise required by applicable law .
Professional-Initiated Cancellation: If the Professional cancels before rendering any service, Customer is entitled to a full refund of all amounts paid for that Booking .
Service-Related Issues: If, after service commencement, a material defect or failure occurs (e.g., Professional departs early without satisfactory completion), Customer may request a partial or full refund. Glam will mediate, obtaining evidence (e.g., photos, communications) before decision.
Platform Error or Double Charge: If Glam’s platform error results in duplicate charges or misbilling, Customer receives full refund of erroneous charges.
Force Majeure or Safety Concerns: If service cannot proceed due to unforeseen events (e.g., natural disasters, unsafe environment), and cancellation is necessary, Customer may receive refund less any non-recoverable costs (e.g., Professional’s travel if already incurred and agreed per cancellation terms).
Submission of Request: Customer must submit refund request via the Glam platform or support channel within [Insert period, e.g., 48 hours] of the scheduled service completion time.
Information Required: Provide Booking reference, reason for refund, date/time of service, and any supporting evidence (e.g., photos of incomplete work, messages).
Evaluation & Mediation: Glam reviews the request, contacts Professional for response, and evaluates evidence. Glam reserves discretion to approve full, partial, or deny refund based on facts and applicable policy.
Notification of Decision: Glam notifies Customer (and Professional if involved) of decision within [Insert timeframe, e.g., 5 business days] of request receipt.
Processing Approved Refunds: Once approved, Glam instructs payment processor to issue refund to Customer’s original payment method. Customer should allow payment processor’s standard timeframe to reflect funds.
Travel/Reimbursement Deductions: If the cancellation arises after Professional has incurred travel costs per the Cancellation Policy, Glam may deduct agreed transport reimbursement from the refunded amount to the Customer, as permitted under applicable local law .
Service Fees Retention: If partial service was delivered to reasonable standard, Glam may retain a prorated portion of the fee to remit to Professional, with remainder refunded to Customer. Any such prorating must be transparent and calculated on clear criteria (e.g., percentage of service time completed satisfactorily).
Consumer Protection Laws: This Policy is drafted to comply with applicable consumer protection statutes (e.g., Kenya’s Consumer Protection Act) and any mandatory refund obligations. Where local law mandates a more favorable refund term for Customer, that term prevails.
Data Privacy: Processing refund requests may involve handling personal data; Glam will comply with its Privacy Policy regarding data protection .
Documentation: Glam maintains records of refund requests, evidence, decisions, and communications for a minimum retention period required by law (e.g., two years) to address potential disputes.
Transparency: All communications regarding refunds should clearly state reasons, amounts, timelines, and next steps, using professional tone and clear corporate language.
Glam reserves the right to amend this Refund Policy. Material changes will be communicated at least 7 days before taking effect; continued use constitutes acceptance.
