Find info on changing or cancelling your reservation, payment options, contacting your beauty pro, and more.

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The Beauty Pro needs to respond to your request

When you make a request to book and complete your payment, a reservation request is automatically sent to the Beauty Pro, who has 48 hours to accept or decline the request. The status for your reservation will be “Pending” until the Beauty Pro responds. During this time, you can also contact the Beauty Pro to approve your request.

If the Beauty Pro declines your request or doesn’t respond within 48 hours, the booking status will be updated as “Declined” or “Expired”, and your payment will be refunded to your original payment method.

If your reservation request is declined by the Beauty Pro or expires (Beauty Pros have 48 hours to respond), no charge is made for the reservation and you’re free to book another artist for your event.

If your reservation request is declined and the listing for the artist shows that they are still available, the Beauty Pro’s calendar may not be up-to-date or they may not want bookings on that date.

Temporary authorisations

Your payment method may be temporarily authorised for a charge when you request a reservation, but this authorisation is voided and released back to the payment method if your request is declined or expires. We complete a charge only when a reservation request is confirmed.

To cancel a reservation:

  1. Tap Bookings and select the booking you want to cancel.
  2. Tap Cancel booking.

Before you finish cancelling, we’ll show you how much money you’ll get back and why – it all depends on the cancellation policy for your booking. 

If you have to cancel because of an emergency or unavoidable circumstance, please see our help guide on how to file an extenuating circumstances claim.

Not to worry. If you need to cancel your reservation because of an emergency or unavoidable circumstance, we can help:

  1. Read our Extenuating Circumstances Policy to check if you’re covered.
  2. Make sure you have any required documentation available.
  3. Cancel your booking by selecting I have an extenuating circumstance.
  4. Contact us to file a claim and we’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case.

Important: Claims must be submitted within 14 days of cancellation.

If you’d like to make a change to a confirmed reservation, you can get in touch and ask your beauty pro if your request can be accomodated.

Get in touch with your beauty pro

  1. Tap Bookings and then tap the booking you want to change.
  2. Tap Message under your reservation info.
  3. Message your beauty pro and see if they are able to accommodate your request.

How it works

If your beauty pro agrees to the changes, you or the artist may need to cancel and create a new booking. If the request is declined or you don’t receive a response, your reservation will stay the same.

Something not as expected during your event? Your first step is to message or speak with your Beauty Pro to make it right. If they can’t fix it, they can offer you a partial refund.


If your Beauty Pro cancels your reservation, you will always get a full refund, including all the fees and taxes.

Need more help?

If your Beauty Pro is unable to help, you may be eligible for a full refund under our Client Refund Policy if you contact Glowify within 24 hours of discovering the issue.

Sometimes a Beauty Pro can’t accommodate your event, and in most cases will let you know the bad news ahead of time. Don’t cancel for them – send them a cancellation request so you don’t miss out getting your best refund. 

To send your Beauty Pro a cancellation request:

  1. Tap Bookings and then find the booking you want to cancel.
  2. Tap Message and ask your Beauty Pro to cancel.

Beauty Pros have 48 hours to respond. If your event starts within a week, though, they have to respond within 24 hours. If they accept your request or don’t respond, you’ll get a full refund. If they decline, they should still be able to accommodate your event.

If your Beauty Pro has already cancelled, your full refund is on it’s way.

Any issues, you can always contact us for help and support.

While it’s extremely rare, sometimes a Beauty Pro will cancel a reservation. We understand this changes your plans in a big way, so don’t worry – we’ll automatically give you a full refund. 

What happens next: You’ll get an email confirming the refund, with a link to check on your refund status. Refund times may vary depending on how you paid.

To discourage Beauty Pros from cancelling on customers, several penalties are in place, up to and including being removed from Glowify. 

If you want to rebook, you can start searching for another great listing now.

Have questions? Check out our Client Refund Policy. As always, you can contact us if you need more help.

Plans changed? It happens. Now you need to know how much refund you’re getting. Basically, this depends on your reservations cancellation policy and when you cancel.

You’ll learn exactly how much you’ll be refunded when you cancel your booking.

Want to double-check the beauty pros cancellation policy? Find your reservation in Bookings or review your reservation confirmation email.

Additional details


  • Refund amount: If you only made a partial payment, you won’t receive more than you paid.
  • Refund timing: We send your refund as soon as you cancel, but your bank or credit card issuer may take longer to get it to you.
  • Cancellation cutoff times: Cutoff times are all in UK local time.
  • Coupons: Coupons are not refundable.
  • Service fees: Service fees for bookings are not refundable if:


    • You cancel after your reservations free refund period ends.
    • You made another reservation with overlapping dates (this prevents double booking)
    • You’ve already received 3 service fee refunds in the last 12 months.

You may be entitled to a full refund if:

  • You cancel because of an extenuating circumstance.
  • You cancel for a reason covered by the Glowify Client Refund Policy.

To help Glowify run smoothly and to cover the costs of the products and services we provide, such as individually vetting each beauty pro we charge a service fee when a booking is confirmed.

Fees for booking an artists listing

A service fee is deducted from the Beauty Pro payout, and a service fee is charged to clients.

Client service fee

Clients pay a service fee that is under 15% of the booking subtotal (the person rate, plus travel fee, if applicable, but excluding Glowify fees and taxes) pros pay a service fee of 5%. This fee is calculated from the booking subtotal and is automatically deducted from the beauty pro payout. The fee is displayed to clients, including during checkout before they make a reservation.