Glammr Help Center

Question 1

I didn't receive my verification code. What should I do?

Accepted Answer

Check spam/junk, confirm your email is correct, and try again after a minute. If it still doesn't arrive, use a different email and contact support.

Question 2

Is Glammr free to use?

Accepted Answer

Creating an account and browsing is free. You only pay for services you book.

Question 3

What services can I find on Glammr?

Accepted Answer

Glammr connects you with independent beauty stylists offering services like hair, nails, lashes, and skincare. Each stylist sets their own styles, pricing, and availability.

Question 4

What is the difference between Home and Walk-in service?

Accepted Answer

Home (mobile) means the stylist comes to your location. Walk-in means you visit the stylist at their studio or salon. Each stylist may offer one or both options.

Question 5

How do I book a style?

Accepted Answer

Browse styles or search for a stylist by name. Pick a style you like, choose a date and time, select any add-ons or preferences, then confirm your booking. You can book up to 60 days in advance.

Question 6

What happens after I book?

Accepted Answer

Your booking starts as a request. The stylist has approximately 24 hours to accept it before it is confirmed. If the stylist does not respond within this window, the booking expires automatically, your time slot is released, and you are not charged.

Question 7

Can I add extras to my booking?

Accepted Answer

Yes. Some styles have optional add-ons (like deep conditioning or a special finish) and preferences (like hair length or color). These are selected when you book and are locked in at reservation time to keep pricing clear. You cannot change add-ons or preferences after booking.

Question 8

Why am I being asked to select preferences before booking?

Accepted Answer

Some services and stylists require specific information (like hair length, texture, or desired colour) to prepare properly and price accurately. These required preferences must be filled in before you can complete your reservation. Optional preferences are available but not mandatory.

Question 9

Can I share a photo with my stylist before the appointment?

Accepted Answer

Yes. During the booking review step, you can upload an inspiration photo to show your stylist the look you want. This photo is attached to the booking, not sent through chat. Chat is text-only.

Question 10

How does check-in work?

Accepted Answer

You can check in through the app starting 60 minutes before your confirmed appointment until the appointment ends or 55 minutes after the scheduled start time, whichever comes first. If you are running late beyond that, your stylist may approve a one-time late check-in extension after the booking becomes no-show eligible. When that happens, your booking details show the exact check-in deadline and the follow-up auto no-show time.

Question 11

Why don't I see the Check In button yet?

Accepted Answer

Check in becomes available starting 60 minutes before your appointment and closes when the appointment ends or 55 minutes after it starts, whichever comes first. If you do not see the button, it is usually because it is too early, the booking is not confirmed yet, or the check-in window has closed.

Question 12

How does checking out work?

Accepted Answer

Glammr uses a mutual checkout model — both you and your stylist must check out for the appointment to be marked as complete. Either party can check out first. If your stylist checks out before you, you will see a reminder on the home screen prompting you to check out. If you do not check out within 24 hours of your stylist checking out, the system completes the appointment automatically.

Question 13

Why do I keep seeing a checkout reminder on my home screen?

Accepted Answer

This means your stylist has already checked out and your appointment is waiting for you to confirm. Tap the reminder to go to your booking and check out. If you dismiss it, it will reappear after a few minutes until you complete the checkout or the system auto-completes the booking after 24 hours.

Question 14

What if I miss my appointment?

Accepted Answer

If you do not check in for a confirmed appointment, the booking can still become a no-show after the scheduled start time. In some cases your stylist may approve a late-arrival grace window once it becomes available to them. If they do, Glammr shows the updated deadline in your booking details. Once that extended deadline passes, Glammr can auto-mark the booking as a no-show shortly after. A no-show fee of 15% of the booking price is charged. This is the same rate as a last-minute cancellation.

Question 15

When can I see the full address for my appointment?

Accepted Answer

For walk-in bookings, you see only the stylist’s general area (city/state) until 48 hours before the confirmed appointment time, when the full venue address is revealed so you can plan your commute. For home service bookings, both you and the stylist see only the general area until 48 hours before the appointment, when the full appointment address is shown. The full address is automatically hidden again 1 hour after the appointment ends. You can always see your own address. If the booking has not been confirmed yet, the full address remains hidden regardless of timing.

Question 16

Can I cancel my booking?

Accepted Answer

Yes, you can cancel any time before check-in. If you cancel at least 72 hours before the appointment, there is no fee. Within 72 hours, a cancellation fee applies: 5% (48–72 hours before), 10% (24–48 hours before), or 15% (less than 24 hours before). If consumer-protection law gives you stronger cancellation rights in your situation, those rights still apply.

Question 17

Can I reschedule my booking?

Accepted Answer

Yes. You can reschedule before check-in. A reschedule fee of 10% of the booking price may apply. After rescheduling, the booking returns to a pending state and your stylist must confirm the new time. Any existing payment hold is voided and a new one is placed for the updated time.

Question 18

Do fees stack if I reschedule and then cancel?

Accepted Answer

Yes. If you reschedule a booking and later cancel it, you may be charged both the reschedule fee and the cancellation fee. The cancellation fee is calculated based on the rescheduled start time, not the original time.

Question 19

What if my stylist cancels?

Accepted Answer

If your stylist cancels, you receive a full refund for the service charge. You also receive 50% of the cancellation fee charged to the stylist as compensation.

Question 20

What if my stylist reschedules?

Accepted Answer

If your stylist proposes a new time, the booking returns to pending and you will need to confirm the updated schedule. A reschedule fee is charged to the stylist, not to you.

Question 21

When can I message my stylist?

Accepted Answer

You can send messages when your booking is in Confirmed, Checked In, In Service, Client Checked Out, or Stylist Checked Out status. Messaging is not available for pending, expired, cancelled, or completed bookings. After the booking is completed, the thread becomes read-only — you can view past messages but not send new ones.

Question 22

Can I send photos or files through chat?

Accepted Answer

No. Chat is text-only. If you want to share an inspiration photo with your stylist, use the inspiration photo upload during the booking review step. This is separate from the chat thread.

Question 23

Is there a message length limit?

Accepted Answer

Yes. Each message can be up to 5,000 characters. Messages are trimmed of leading and trailing whitespace, and empty or whitespace-only messages cannot be sent.

Question 24

Can I see if my stylist read my message?

Accepted Answer

Yes. A 'Seen' indicator appears beneath your most recent message once the stylist opens the thread.

Question 25

Can I book or pay my stylist outside Glammr?

Accepted Answer

No. If you met or booked a stylist through Glammr, keep substantially similar bookings, payments, and booking-related communication on Glammr. This protects your booking record, payment authorization, cancellation and no-show policies, address privacy, and support options. This does not apply to relationships you can show existed independently before you connected through Glammr.

Question 26

Can I share contact details, social handles, or payment info in chat?

Accepted Answer

Do not share contact details, social media handles, external booking links, or payment details for the purpose of moving a Glammr-introduced booking or relationship off-platform. Use in-app messaging for booking coordination and contact support if you need help with a booking.

Question 27

When am I charged?

Accepted Answer

A temporary authorization hold may be placed on your card close to the appointment time. The final amount (including applicable taxes) is captured only when the service is completed. You are not charged up front when you book.

Question 28

What payment methods are accepted?

Accepted Answer

Payments are processed securely through Stripe. You can use any major credit or debit card. Glammr does not store your full card number.

Question 29

My card was declined. What should I try?

Accepted Answer

Double-check your card details and expiration date. Try a different card if possible. Your bank may have blocked the transaction, so contacting them can help resolve the issue.

Question 30

How do refunds work?

Accepted Answer

Refunds are processed back to your original payment method, typically within 5–10 business days depending on your bank. Stylist earnings are transferred as soon as service is completed and usually become available about 2 business days later, so refunds requested after that window may take slightly longer as the funds need to be recovered from the stylist's balance.

Question 31

Can I tip my stylist through the app?

Accepted Answer

Tips are not collected through Glammr at this time. You are welcome to tip your stylist directly in person if you wish.

Question 32

Are there any hidden fees?

Accepted Answer

No. The price shown on a style is the service price for that offering. Before you confirm a booking, Glammr shows the booking subtotal, any service fee, any applicable tax on that fee, and the final booking total. Add-ons and preference options show their prices before you confirm, and cancellation, reschedule, and no-show fees only apply when triggered by the policies described above.

Question 33

When can I leave a review?

Accepted Answer

You can leave a review after your booking is marked as Completed. The first-time review window is anchored to when the booking completed and stays open for up to 7 days by default. We also send reminders while that window is open: a soft reminder a few hours after completion, another reminder around 24 hours later, and a final reminder around day 5. Cancelled, expired, or no-show bookings cannot be reviewed.

Question 34

Can I edit or delete my review?

Accepted Answer

You can edit or delete your review within 24 hours of when you originally posted it. Reviews always require both a star rating and a written comment. After the 24-hour edit window closes, the review becomes read-only and cannot be changed or removed by you.

Question 35

I deleted my review. Can I re-add it?

Accepted Answer

You can re-add a deleted review as long as you are still within 24 hours of the original creation time and within 24 hours of when you deleted it. After either window expires, re-adding is no longer possible.

Question 36

Are star ratings visible to other clients?

Accepted Answer

No. Glammr does not display public star ratings or aggregate scores. Your written review is visible, but there is no public numerical rating system. This is an intentional policy to protect new stylists from early low-sample bias.

Question 37

How do I report an urgent safety concern?

Accepted Answer

If you are in immediate danger, contact local authorities first. For other safety issues, use the in-app report feature on the booking or contact support as soon as possible.

Question 38

How do I report a problem with a booking?

Accepted Answer

Open the booking in question and use the Report option. You can describe the issue and attach a photo if relevant. Our team reviews every report.

Question 39

Are stylists employees of Glammr?

Accepted Answer

No. Stylists are independent contractors who set their own pricing, availability, and business practices. Glammr is a marketplace that connects you with stylists but does not employ or supervise them.

Question 40

What should I include when contacting support?

Accepted Answer

Include your name, the email you signed up with, and any booking details (date, time, stylist name) so we can help faster.

Question 41

How do I delete my account?

Accepted Answer

Open Settings in the app. If you only have a client profile, choose Delete Account to permanently delete your Glammr account. If you also have a stylist profile, you can remove only your client profile or choose Delete Entire Glammr Account. Some booking, payment, tax, fraud-prevention, dispute, and other legally required business records may still be retained in de-identified form. If you need help with the process, contact support.

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