Refund Policy

CANCELLATIONS AND REFUNDS

Professional Services

You acknowledge that you do not have any statutory right to cancel a booking made for a Professional Service. However, you have a contractual entitlement to cancel any booking you have made with an Independent professional through us in the following circumstances and on the described terms.

Subject to the cancellation being a Late or Very Late Cancellation (as described below), if you change your mind about your booking prior to the agreed appointment start time in that booking (“Appointment Time”) then the Independent professional will be willing to treat your booking as cancelled (without requiring payment of all or any part of the applicable Treatment Fee and without levying any cancellation fee) if you cancel your booking via ontheglow.es or via the online chat or whatsapp:

• at least twenty-four (24) hours prior to the Appointment Time; or
• if the Appointment Time falls within twenty-four (24) hours of the time of booking, within one hour of you having confirmed that you want to make a booking (“Grace Period”).

If your cancellation of a booking is:

• within twenty-four (24) hours of the Appointment Time; or
• after the Grace Period has elapsed,

then unless the cancellation represents a Very Late Cancellation (as described below), we will be entitled to retain (or charge, as the case may be) thirty per cent (30%) of the applicable Treatment Fee because your cancellation represents a Late Cancellation.

However, if your cancellation of a booking is within two (2) hours of the Appointment Time and if applicable, the Grace Period has elapsed, the Independent professional will be entitled to retain (or charge, as the case may be) one hundred per cent (100%) of the applicable Treatment Fee because your cancellation represents a Very Late Cancellation.

You will also be charged the full Treatment Fee if you:

• Cancel a booking other than as permitted above;
• Attempt to cancel a booking on or after the Appointment Time; or
• Fail to attend a booking at the Appointment Time and/or at the Designated Premises.
• Fail to provide accurate information for your Independent professional to attend the Designated Premises
• Fail to provide accurate and complete contact details or personal information such as but not limited to full name phone number and address
• Book a treatment that cannot be performed because you meet one of the contraindications that are mentioned on the treatment description page on our App or Website

A cancellation fee is charged in order to compensate the Independent professional because it is not reasonable to expect the Independent professional to be able to provide a Professional Service at another booking where you cancel with short or no notice.

Cancellation fees may in our absolute discretion be waived where you have been unable to cancel a booking without incurring the cancellation fee for genuine reasons which were outside of your control. Where cancellation fees are waived by us, we act as agent of the Independent professional who is the principal in supplying the Professional Service.