Refund & Cancellation Policy

1. Customer Cancellation

If you need to cancel a booking, the refund amount depends on how much notice you provide before the scheduled appointment time:

Refunds are processed to your original payment method via Stripe and typically appear within 5 to 10 business days, depending on your bank or card provider.

2. Valeter Cancellation

If a valeter cancels a confirmed booking for any reason, you will always receive a full 100% refund, regardless of when the cancellation occurs. The refund is processed automatically.

We understand that valeter cancellations can be inconvenient. If this happens, we will notify you immediately and help you find an alternative valeter in your area.

3. No-Show by Valeter

If a valeter fails to arrive at the agreed time and location without prior notice, you will receive an automatic full 100% refund. You can report a no-show from your booking detail page.

You will receive confirmation of the refund via email and SMS. No-shows are tracked and repeated no-shows may result in the valeter's account being suspended.

4. Unconfirmed Bookings

If a valeter does not confirm your booking before the scheduled appointment time, the booking will be automatically cancelled with a full 100% refund. You do not need to take any action. The system handles this automatically.

You will be notified by email and SMS when this occurs, and your refund will be processed to your original payment method within 5 to 10 business days. We encourage you to search for another valeter and rebook at your convenience.

5. Service Quality Disputes

If you are unsatisfied with the quality of the valeting service, you may raise a dispute within 48 hours of the service being completed. To do so:

1. Navigate to the booking in your account and select "Report an Issue"
2. Provide a description of the problem along with photographic evidence
3. Our support team will review the dispute within 2 business days

Depending on the outcome, GoGloss may offer a partial or full refund, or arrange for the valeter to redo the service at no additional cost.

After the 48-hour window has closed, disputes can no longer be filed through the platform.

6. Dispute Resolution

We aim to resolve all disputes fairly and promptly. If you are not satisfied with the outcome of a dispute, you may:

• Request an escalated review by emailing support@gogloss.co.uk
• Contact your bank or card provider to initiate a chargeback (subject to their terms)
• Use an alternative dispute resolution (ADR) service or the courts of England and Wales

7. Force Majeure

If a booking cannot be fulfilled due to circumstances beyond reasonable control (severe weather, natural disasters, government restrictions, pandemics), the affected booking will receive a full refund.

8. Modifications to This Policy

GoGloss reserves the right to update this policy at any time. Any material changes will be communicated via email or in-app notification at least 14 days before they take effect. Continued use of the Platform after changes constitutes acceptance of the revised policy.