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Refund Policy

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1.Who these terms apply to

Gloumi is a platform connecting beauty professionals with clients. The service is provided by the professional, who is responsible for it; Gloumi acts as an intermediary for the booking. In the app you pay the professional directly: Stripe processes the payment on the professional’s behalf and the amount goes to the professional’s Stripe account. You pay the full price, or only a deposit where the professional has set one and you chose to pay the rest on site.

These terms explain when and how money is returned. They supplement the Terms of Service and do not change them; in case of conflict the Terms of Service apply.

2.Deposits for an appointment

A booking is considered made once the master confirms it in the app. A master on the Pro or VIP Studio plan (including during a trial or when Gloumi has granted the plan, and a member of a VIP Studio salon) may require a deposit – either a fixed amount or a percentage of the service price – and accept payments in the app. With a master on the Starter plan, the visit is paid on site. A master may reserve some of their times for certain clients only; in the app you see only the times you can book.

Until the master confirms it, a booking is pending: you can cancel it at any time, and anything paid in the app is refunded in full. If the master declines it or does not confirm it before the visit starts, the visit is declined and anything paid in the app is refunded in full; if the amount was only reserved on your card, the reservation is released and nothing is charged. We let you know in the app; how soon the amount becomes available again depends on your bank. Such a decline does not count as a cancellation by you.

A deposit is a set part of the visit price that is reserved on your card and credited towards the final price of the service. A deposit is not earnest money: it does not secure the contract with a double refund.

When you pay for a visit in the app, by booking you agree that the amount will be charged to your card. If you start paying but do not complete the payment, the time is held for you for 30 minutes from booking and the visit is then cancelled automatically; we let you and the master know. If the visit is no more than 5 days away, the amount is reserved on your card straight away and charged only after the visit. If the visit is later, your card is saved with Stripe and the amount is reserved no more than 3 days before it. The saved card stays available for later visits; you can remove it in the payment screen, and it is removed when you delete your account. If the reservation fails, we will ask you to confirm the payment in the app; if you do not confirm it 24 hours before the visit, the visit is cancelled at no cost to you. If you cancel in time, the reservation is released and nothing is charged; how soon the amount becomes available again depends on your bank. If you cancel late or do not show up, only the late-cancellation compensation is charged (no more than 30% of the visit price and no more than the deposit). If the visit is moved and the earlier reservation no longer covers the new time, it is released and nothing is charged, and the amount is reserved again for the new time: if your card is saved, no earlier than 3 days before the new time; otherwise we will ask you to confirm the payment in the app.

A master may also book you in themselves (for example after agreeing it by phone or in person) and ask for a deposit in the app. We notify you of the deposit amount and the deadline: if the visit is 24 hours or more away, within 48 hours but no later than 24 hours before the visit; if it is sooner, within 4 hours but no later than 2 hours before it. When paying you see the master’s cancellation terms, and by paying the deposit you confirm the visit; you pay the rest on site. A paid deposit follows the same rules as when you book yourself (see below), so if you pay it less than 24 hours before the visit and then cancel or don’t come, it is not returned if the master’s cancellation terms say so. If the deposit isn’t paid by the deadline, the visit is cancelled automatically at no cost to you. If you didn’t agree the visit with the master, tap “This isn’t my visit”: the visit will be cancelled with no consequences, and you can report the master.

Before the visit, tell the master about any allergies, health conditions or other circumstances that may affect the service or your safety – ideally in person, before the service begins. In booking notes and messages, write only what the service needs: the app does not ask for health data.

  • If a visit is cancelled 24 hours or more in advance, the reservation is released and nothing is charged.
  • If a confirmed visit is cancelled less than 24 hours in advance, or in case of a no-show, the late-cancellation compensation set in the master's cancellation terms is charged – no more than 30% of the visit price and no more than the deposit (the terms are shown before you book); the rest of the reserved amount is released. The master may waive the compensation – the charged amount is then refunded to you in full. This term does not limit your statutory rights. If you could not come because of illness or other unforeseen circumstances, ask the master to waive it – it is their decision. If there is no deposit, nothing is charged.
  • If the master or Gloumi cancels the visit, the reservation is released, and any amount already charged is refunded in full. This does not limit your statutory right to claim damages from the master if they cancel a confirmed visit without good reason.
  • If a visit is rescheduled, the deposit is carried over to the new time. The master cannot change the time of a visit on their own: they can propose a new time, and the visit is moved only once you confirm it; if you do not, the visit stays at the agreed time. With 24 hours or less to go before a confirmed visit you can no longer reschedule it yourself, nor can you move a visit to a time that is 24 hours or less away – you can only cancel it under the master’s cancellation terms or accept a new time proposed by the master. You can reschedule a visit yourself no more than twice; accepting a new time proposed by the master does not count towards this. A master may block you: you then cannot book new visits with that master, while visits already confirmed remain valid unless cancelled under the cancellation terms.

3.When a paid visit did not happen

If you paid for a visit in the app but it did not happen (for example the master did not turn up or did not provide the service), report it in the app: in the visit details, tap “Visit didn't happen?”. You can do this from the start of the visit until 3 days (72 hours) after it ends.

Once Gloumi receives the report, it does not charge the reserved amount while it looks into the matter (unless the reservation would expire sooner), and may ask you and the master for explanations and evidence. The master can see that you reported it and your message. The decision – to release the reservation, to refund you the amount charged, or to leave it with the master – is made by a person within 14 days of your report, and we tell you about it in the app, with the reasons. If no decision is made within 30 days of the report, the amount goes to the master; we tell you, and you can contact us again via Support (a person will review the decision) or the State Consumer Rights Protection Authority (see “Complaints and dispute resolution”).

If the visit was paid on site, you can dispute the mark of whether you attended with the same button within 3 days (72 hours) of the end of the visit or of the mark, whichever is later – the mark affects points, invitation points and the review, not money. After these periods, write to us through Support in the app or at support@gloumi.lt. We will help as far as we can.

Reporting this does not take away any of your rights as a consumer, including the right to apply to the State Consumer Rights Protection Authority or to a court (see “Complaints and dispute resolution”).

4.Right of withdrawal

You enter into a contract with Gloumi when you create an account (see “General provisions”). Using Gloumi is free for clients, so withdrawing from that contract costs you nothing: you can delete your account at any time (see “Account restriction and termination”), and within 14 days of creating it you may also tell us that you withdraw – the effect is the same. Below is how the 14-day rule works for visits, subscriptions and gift cards.

A visit to a master is a leisure service whose date and time are fixed in the contract, so the consumer 14-day right of withdrawal does not apply to it (Article 16(l) of Directive 2011/83/EU; in Lithuania, Article 6.228¹⁰(2)(12) of the Civil Code). What applies instead is the cancellation policy of the master, shown on their profile, and the general rule described under Bookings and deposits.

The master subscription is bought through the Apple App Store or Google Play. Refunds are handled by them under their own rules. Gloumi cannot refund an App Store purchase; a Google Play purchase can also be refunded by Gloumi where the law requires it or Gloumi made a mistake. Gloumi will not stand in the way of a request to Apple or Google.

You can withdraw from the purchase of a gift card bought from Gloumi within 21 days of purchase (an activated card – within 14 days, if its balance has not been used) – how to do it is described under “Invitations and gift cards”.

5.How and how quickly we refund

  • Money paid in the app is refunded to the payment method it was paid with, through our payments partner Stripe.
  • We start the refund, or the release of the reservation on your card, within one day of a cancellation that meets the conditions; how long it takes for the money to be available in your account again depends on your bank or card issuer.
  • We charge no fee for a refund.
  • A master subscription (Pro or VIP Studio) is not bought from us: it is bought in the App Store or on Google Play, so Apple or Google refund it under their own rules (a Google Play purchase can also be refunded by Gloumi). See the next section.
  • Cash paid directly to the professional does not pass through Gloumi and cannot be refunded by us; speak to the professional.

6.The professional's subscription

Master features are offered as a subscription in two tiers, Pro and VIP Studio. Each tier can be paid monthly or yearly; the price and the period are shown before you buy. The subscription is purchased through the Apple App Store or Google Play and renews automatically for the same period until you cancel it.

An introductory price may be offered for a monthly Pro subscription; whether it is offered, and at what price, is shown before you subscribe. The yearly Pro subscription and VIP Studio subscriptions have no introductory price. The store (App Store or Google Play) charges the introductory price when you subscribe. If you do not cancel, once the introductory period ends the subscription continues automatically at the regular monthly Pro price shown when you subscribed. To avoid the regular price, cancel on the App Store at least 24 hours before the introductory period ends, or on Google Play at any time before it ends; Pro then keeps working until the end of the introductory period, after which the free Starter plan remains.

You cancel the subscription in your App Store or Google Play account settings: on the App Store at least 24 hours before the end of the period, on Google Play at any time before the period ends. Paid features keep working until the end of the paid period. You cancel the subscription yourself; Gloumi does not cancel it for you (if a Google Play purchase is refunded, the subscription ends at once).

  • The introductory price can be used once; the store shows whether it applies to you before you subscribe.
  • If you move up a tier (from Pro to VIP Studio), it takes effect immediately and the unused part of the paid period is settled (refunded or credited); if you move down a tier or change the billing period (monthly or yearly), the change takes effect from the next renewal. Apple or Google calculate the amounts and dates under their own rules.
  • Refund requests are handled by Apple or Google under their own rules; a Google Play purchase can also be refunded by Gloumi (see “Right of withdrawal”).
  • When a subscription ends, paid features are switched off but your data is kept.

7.Disagreements and your rights as a consumer

If you believe a refund was handled wrongly, write to support@gloumi.lt and we will look into it with the professional.

Consumers may also contact the State Consumer Rights Protection Authority of Lithuania (vvtat.lt). These terms do not limit your rights under mandatory Lithuanian and European Union law.