Refund & Cancellation Policy

This Refund & Cancellation Policy explains when GLOW CONNECT ("Glow Connect", "we", "us") issues refunds, how subscriptions can be cancelled, and what to do if you believe you were charged in error. By using the Glow Connect mobile or web apps and by purchasing the paid Studio subscription, you agree to the terms below. This Policy supplements — and forms part of — the Terms of Use.

The Policy covers two transaction types:

• Studio Subscription — the paid plan that beauty salons and individual professionals purchase to list services, accept bookings, send messages, and view analytics on Glow Connect.
• Service Booking Payments — payments made by customers in the Glow Connect app to book a service at a salon listed on the platform.

The Policy does not apply to in-salon transactions handled directly between the customer and the salon outside our payment flow.

The Studio Subscription is a recurring, prepaid plan available in three tiers:

• Starter — ₹299 per month (10 published services).
• Growth — ₹999 per month (50 published services, auto-reply chat templates, standard analytics).
• Pro — ₹1,999 per month (200 published services, highest search priority, advanced analytics, dedicated support).

Subscriptions are non-refundable once activated except in the specific cases listed below:

• Duplicate charge — if you were billed twice for the same period, we refund the duplicate amount in full.
• Service unavailability — if a verified outage on our side prevented you from using core Studio functionality for more than 72 consecutive hours, we issue a pro-rata refund for the affected days.
• Trial-to-paid mistake — if you were charged within 24 hours of the free trial ending and you had not used any paid feature, contact us within 7 days for a full refund.
• Wrong tier upgrade — if you accidentally upgraded to a higher tier and contact us within 24 hours without using the higher-tier features, we refund the difference.

Outside these cases, refunds for unused days of a paid month are not issued. You retain access to your Studio features until the end of the period you have paid for, even if you cancel mid-cycle.

You may cancel your Studio Subscription at any time:

• Web: open the Glow Connect web app at app.glowconnect.in/studio → Settings → Subscription → Cancel auto-renew.
• iPhone: Settings → Apple ID → Subscriptions → Glow Connect → Cancel Subscription.
• Android: Google Play Store → Account → Subscriptions → Glow Connect → Cancel Subscription.

Cancellation stops the next auto-renewal. You continue to have access to your paid Studio features until the end of the current paid period; no part of that period is refunded.

Studio Subscriptions renew automatically at the end of each billing cycle at the same price, using the same payment method, until cancelled. You will receive a reminder email 7 days before each renewal and again on the day of renewal. Pricing changes (if any) will be notified at least 30 days in advance.

Where a free trial is offered, no payment is taken during the trial period. If you do not cancel before the trial ends, the subscription auto-converts to a paid plan and the first billing cycle begins. We will email you 24 hours before the trial expires.

If a renewal payment fails, your Studio account enters a 7-day grace period during which we attempt to retry the charge. Your services remain visible but new bookings are paused on day 4 of the grace period. If payment cannot be collected by day 8, the subscription is moved to expired status and your services are hidden from search until billing is restored.

When a customer pays for a service through the Glow Connect app, that payment is routed to the salon providing the service. GLOW CONNECT acts as the technology platform and does not provide the underlying beauty services. Refunds for cancelled or unsatisfactory bookings are decided by the salon according to their own service-cancellation rules, subject to the Consumer Protection Act, 2019.

Glow Connect will mediate disputes between customer and salon on request, but the final refund decision rests with the salon unless the dispute reveals a platform error (e.g. double-charge through our payment processor — see §9 below).

If you see a duplicate or unexpected charge from Glow Connect on your bank or card statement, email billing@glowconnect.in within 30 days of the charge with the following details:

• Registered account email.
• Last 4 digits of the card (or UPI VPA / netbanking ID) used.
• Date and amount of each disputed charge.
• Screenshot of the statement if available.

We investigate within 5 business days and refund any genuine duplicate charge in full.

To request a refund within the cases listed in §3, send an email to billing@glowconnect.in from the email address registered with your Glow Connect account, including:

• Reason for the refund request.
• Order or transaction reference (visible in your Studio billing history).
• Any supporting screenshots.

We acknowledge every refund request within 2 business days and complete the review within 7 business days.

Approved refunds are credited back to the original payment method:

• UPI / Netbanking: 3–5 business days.
• Cards: 5–10 business days (depending on issuing bank).
• Apple App Store / Google Play purchases: processed by the respective store and typically completed within 14 business days. We initiate the request on your behalf where required.

All subscription prices listed in the app are inclusive of applicable Indian GST. When a refund is approved, the corresponding GST component is also refunded. Tax invoices are available in your Studio billing history after each successful payment.

Subscriptions purchased through the Apple App Store or Google Play are subject to the refund rules of those platforms in addition to this Policy. RevenueCat is our subscription management partner. Where Apple or Google's policy is more favourable to you than ours, their policy applies.

We strongly request that you contact us before raising a chargeback with your bank or card issuer — most refund-eligible cases are resolved by us within a few business days, whereas a chargeback can take 60–90 days and may result in account suspension if the bank rules in our favour.

If you are not satisfied with the resolution of a refund request, you may escalate to our Grievance Officer (as required under Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures) Rules, 2011):

• Sohin A. Kumar
• Email: support@glowconnect.in
• Phone: +91 80789 57508 (10:00 – 18:00 IST, Mon–Fri)
• Address: Rajithanivas, Kuttimakkool Road, Thiruvangad P.O., Thalassery, Kannur — 670103, Kerala, India

For any billing, refund or cancellation queries, write to billing@glowconnect.in or open the in-app support form. We respond within one business day.