Refunds and Cancellations Policy

Glo

Published at /legal/refunds.

How this policy fits with the rest of your agreement. This policy is part of your agreement with us. The whole agreement about your Glo subscription is made up of six things, and this is the order they come in:

1. the Glo Terms of Service, at /legal/terms;
2. this Refunds and Cancellations Policy, at /legal/refunds;
3. our Acceptable Use Policy, at /legal/acceptable-use;
4. our Privacy Policy, at /legal/privacy;
5. our Data Processing Addendum, at /legal/data-processing; and
6. the Plan you chose.

Where they say the same thing differently, read them together. Where they genuinely conflict, the Terms of Service come first, except that this policy comes first on anything about refunds, cancellations or what happens when a payment fails, and the Data Processing Addendum comes first on our handling of personal information about your clients. Clause 3.2 of the Terms of Service sets out the same list in the same order.

Our Client Terms of Use and our SMS terms are not part of this agreement. They govern a different relationship, between us and a business's own client. Clause C2.4 explains how the Client Terms of Use and Part B of this page fit together.

Who we are. Glo is operated by Connor Wu trading as Glo, ABN 23 380 080 435, of Unit B14, 161 Arthur Street, Homebush West NSW 2140. You can reach a real person at hello@welcomeglo.com. That inbox is monitored and replies come from a person, not from a no-reply address.

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Read this first: there are two completely different refunds on this page#

People arrive at this page for two different reasons, and the answers are not the same. Mixing them up is the most common mistake, so we have split the page in two.

The short version. Glo is software. We sell a subscription to businesses. We do not sell the work those businesses do, we do not do that work, and when a customer pays for a job, that money goes straight into the business's own account and never touches ours. So we can refund a subscription. We cannot refund a job, because it was never our money to take.

If you are a customer looking for your money back on a job you booked or a deposit you paid, Part B is your part, and the first line of it is the one you need.

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Part A: refunds and cancellations for your Glo subscription

This part applies if you are a business that subscribes to Glo. In this part, "you" means you, the subscriber, and "we" and "us" mean Connor Wu trading as Glo.

A1. Your rights under the Australian Consumer Law come first#

We have put this clause first on purpose, and it is here to protect you.

The Australian Consumer Law gives you guarantees when you buy services. Those guarantees cannot be taken away by a contract, and we are not trying to take them away.

A1.1 Nothing in this policy excludes, restricts or changes any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

A1.2 If anything in this policy conflicts with those rights, your rights under the law win, and the conflicting part of this policy does not apply.

A1.3 These guarantees apply to you even though you are a business. That surprises people, so it is worth saying plainly. Under the Australian Consumer Law, someone who buys services for $100,000 or less is a "consumer", whether or not they are running a business. A Glo subscription is nowhere near that figure. So you get the consumer guarantees in full.

A1.4 We will never tell you that "all sales are final", that a payment cannot be refunded under any circumstances, or that Glo is supplied "as is". We would be misleading you if we did, and it would be against the law.

A2. The free trial: there is nothing to refund, because nothing is charged#

A2.1 Glo starts with a 14 day free trial, and we do not ask for a card to begin it.

A2.2 Because we take no card, we have no card to charge. Your trial cannot turn into a payment on its own. If you want to keep using Glo after the trial, you choose a plan and enter your payment details yourself. That is a deliberate protection, and it is the reason most trial refund questions never arise here.

A2.3 If the trial ends and you have not chosen a plan, your account is not deleted. It moves into the same limited state described at clause A11: you can still read what is in your account, you cannot create or change things, the Finances area closes with the protections in clause A11, and your booking page and your clients' tracking pages keep working normally. This is one of the two things that can put your account into that state, and clause A11.4 names both.

A2.4 You were charged nothing during the trial, so there is nothing to refund. If a charge appears on your card that relates to a period you believe was still your trial, that is a billing error and clause A7 applies without qualification.

A3. How to cancel#

A3.1 Where. You cancel your subscription yourself, in the billing portal we give you access to from your account settings. The billing portal is operated by Stripe on our behalf. Only the account owner can open it, because only the owner should be able to commit the business to a recurring bill or end one. Clause A3.8 is for everybody else, and for the times the button is not on your screen.

A3.2 You never have to ask us. Cancelling is self-serve and online, in the same way that signing up was. You do not have to email us, call us, sit through a survey, answer "are you sure" three times, or listen to an offer. We do not do any of that and we are not going to.

A3.3 No notice period. You can cancel at any time, right up to the day your next payment is due. There is no requirement to give us any number of days notice.

A3.4 No fee. There is no cancellation fee, no exit fee, no early termination fee and no reactivation fee if you come back later. We do not charge you for leaving.

A3.5 What happens next. Your cancellation stops the next renewal. You keep full access until the end of the billing period you have already paid for. We do not cut you off mid-period.

A3.6 Your clients are not affected by your cancellation while your period is still running. Your booking page and your clients' tracking pages keep working to the end of that period.

A3.7 If we ever get a cancellation wrong, for example if a renewal is charged after you cancelled, tell us and clause A7 applies. You get that money back in full.

A3.8 If you cannot reach the billing portal. You might not be the account owner, or your account might be locked, or the button might simply not be where you expect it. Email hello@welcomeglo.com and we will cancel it for you at no cost, effective straight away, and confirm it to you in writing. You never have to keep paying because a button was not on your screen. This route exists alongside the self-serve one, not instead of it.

A4. Changing your mind part-way through a period#

A4.1 If you cancel part-way through a period you have already paid for, we do not refund the remaining part of that period. You keep access for the whole period instead.

A4.2 We are telling you this plainly rather than hiding it, because it is a change of mind rule and the law does not require a refund for a change of mind. It is completely separate from the situations further down this page where you do get money back: a billing error (A7), a problem with Glo itself (A8), a change we make that costs you something (A9), or us ending your subscription (A10). Those are not change of mind, and in those cases we do refund you.

A4.3 Clause A4.1 does not apply, and does not limit anything, where you are exercising a right under the Australian Consumer Law. See clause A1.

A5. Yearly plans and part periods#

A5.1 Plans can be paid monthly or yearly. Monthly plans renew each month. Yearly plans renew each year. They keep renewing until you cancel.

A5.2 We will remind you before a yearly renewal. At least 30 days before a yearly renewal date, we will email the address on your account to tell you the date you will be charged, the amount, and how to cancel. We do this so a yearly charge never lands as a surprise.

A5.3 A yearly renewal you did not want. If a yearly renewal is charged and you tell us within 14 days of that charge that you did not want it, we will refund it in full and your subscription ends. This is a commitment, not a favour, and you can hold us to it. It exists because a year is a long time to be locked into something you meant to cancel.

Your access ends when we make the refund, because you are no longer paying for the year. Clause A11.5 applies in full: ending the subscription settles your billing into "no", which is what sends you a complete export of your financial records, and the records download stays available to you afterwards. Clause A3.5 does not apply here, because we have given the money back rather than kept it.

A5.4 Leaving a yearly plan part-way through. Outside the 14 day window in A5.3, cancelling a yearly plan does not refund the unused months. Clause A4 explains why. You keep access to the end of the year you paid for.

A5.5 Changing plan. You can move between plans, and between monthly and yearly, at any time in the billing portal. We do not charge a fee for changing plan. Stripe works out any difference in price for the current period in the billing portal. Whatever it works out is what you are charged, and the amount is always shown to you in Stripe before anything is taken.

A5.6 Moving to a smaller plan is not the same as losing access. If you move from a plan that includes Finances to one that does not, everything you have already issued stays readable and stays downloadable. You simply cannot issue anything new. Before your access changes we send you a complete export of your financial records, and the one-click download and the "email me my records" button inside Finances both keep working on a smaller plan, so you can take a complete copy of your financial records whenever you want one.

A5.7 These emails are account notices, not marketing. The renewal reminder in A5.2, the price change notices in A9.2 and A9.3, the change notice in A9.6 and the policy change notice in C1.1 are about your own subscription and your own money. They carry no promotion and you cannot unsubscribe from them, because you would be unsubscribing from being told before you are charged. If you ever unsubscribe from anything else we send, these keep coming. Please keep the email address on your account working, and tell us if it changes, because these notices go there and nowhere else.

A6. Where we go further than we have to#

A6.1 Sometimes people ask for a refund in a situation that is not covered by anything above and is not a failure on our part. Someone forgot to cancel. Someone paid for a month they did not end up using. Someone's circumstances changed.

A6.2 We will look at those requests, and sometimes we will say yes. We want to be clear about what that is and is not:

• It is discretionary. It is a decision we make case by case, and it is not a right this policy gives you.
• Us saying yes once does not oblige us to say yes to the same request again, from you or from anyone else.
• It takes nothing away from any of the rights set out elsewhere on this page. If a request also falls under clause A7, A8, A9 or A10, it is not discretionary at all: you are entitled to it.

A7. Billing errors and mistakes on our side: we refund these in full, every time#

A7.1 If we charge you the wrong amount, charge you twice, charge you after you cancelled, or charge you for a plan you did not choose, we refund it in full. There are no conditions on this and there is nothing for you to argue.

A7.2 Tell us at hello@welcomeglo.com and we will fix it. Clause A13 sets out how quickly we will respond.

A7.3 This clause exists because a billing mistake is our mistake, and making you fight for our mistake would be indefensible.

A7.4 If we restricted or suspended your account and we should not have, we restore your access straight away and we refund the part of your subscription that covered the time you were locked out. Clauses 12.6 and 12.8 of our Acceptable Use Policy set out how to ask for a decision like that to be looked at again. This is not discretionary and you do not have to argue for it.

A8. If something is wrong with Glo itself#

Under the Australian Consumer Law, the services we supply you come with guarantees: that they are supplied with due care and skill, that they are reasonably fit for any purpose we told you they were fit for, and that they are supplied within a reasonable time. Clause A1 says we cannot and do not exclude those.

What you are entitled to depends on how serious the problem is. Here is the same framework the law uses, in plain words.

A8.1 A problem that is not major, and that we can fix.

You tell us, and we fix it within a reasonable time. We choose how to fix it. You do not get to go straight to a refund for a bug that we can and will sort out. That is the law's position and it is a fair one.

A8.2 A problem that is not major, but we refuse to fix it or take too long.

Then the choice becomes yours, not ours. You can either:

• end your subscription and get back the money you have paid for the part of the service you have not used; or
• keep going, and be compensated for the drop in value of what you paid for.

A8.3 A major failure, or a problem that cannot be fixed.

You get the same choice as A8.2, straight away. You do not have to give us a chance to fix it first.

A failure is major if, broadly: a reasonable person who knew about the problem up front would not have subscribed at all; or the service is substantially unfit for what software of this kind is normally used for and cannot be made fit easily and within a reasonable time; or it is unfit for a particular purpose you told us about and cannot be made fit easily and within a reasonable time; or it creates an unsafe situation.

A8.4 Compensation on top, in every case.

Whether the failure is major or not, you can also recover compensation for loss or damage you suffer because of it, where that loss was reasonably foreseeable. Clause 19 of the Terms of Service sets the limit on what we have to pay, and you should read it, because it is short and it matters. In summary: where the law lets us limit a consumer guarantee remedy, we limit it to supplying the service again or paying the cost of having it supplied again, and clause 19.3 lists the things we never limit at all, including anything misleading we have said and any failure to meet our privacy and security obligations to you. That limit operates only as far as the law allows it to.

A8.5 A summary you can use.

A8.6 What we do not promise. We do not promise that Glo will never have a fault or never be unavailable, and we do not publish an uptime figure or a service level guarantee. What we do commit to is that Glo is built and run with due care and skill, which is the guarantee the law actually imposes, and to the export and download described at clause A11.5 so that you always hold your own copy of your own financial records.

A9. If we change the price, or change Glo#

A9.1 We never change the price of a period you have already paid for.

A9.2 Monthly plans. If we change the price, we email you at least 30 days before the new price starts.

A9.3 Yearly plans. A new price can only start at your next renewal, and we email you at least 30 days before that renewal date.

A9.4 You can leave before a price change applies to you, in the billing portal, with no fee and no notice period. You never have to accept a price you did not agree to.

A9.5 Changes to what Glo does. We improve Glo constantly, and most changes add things or fix things. We make those whenever they are ready.

A9.6 Sometimes a change removes or materially reduces something you actually use. When that happens we will email you at least 30 days before the change and tell you what is changing. If you cancel because of that change, we refund the unused part of anything you have already paid for.

That refund does not depend on us having sent the notice. If we did not tell you 30 days in advance, you get the same refund if you cancel within 30 days of finding out. A change is materially adverse if it removes a feature, reduces a limit, or stops something working the way it did, and it is not for us to decide whether you were using it. We have written it that way deliberately: the refund is the whole point of this clause, and a refund that depends on our notice going out is not much of a right.

A9.7 You can change too. You can move plan, switch between monthly and yearly, or cancel, at any time.

A10. If we end your subscription#

A10.1 We can end your subscription by giving you at least 60 days notice in writing. If we do that, we refund the unused part of anything you have already paid for.

A10.2 We can end it immediately only in a short, closed list of serious situations, set out at clause 21.4 of the Terms of Service. That list is closed: there is no "including but not limited to" in it.

If we end your subscription immediately under that list, we still refund the unused part of anything you have already paid for, less any amount you actually owe us. Ending your subscription is not a way for us to keep your money. Clause 21.4 of the Terms of Service says the same thing.

Even then, we do not delete your records. We keep them, and clause 22 of the Terms of Service sets out for how long: you can reach them under the billing rules for two years, then they move into long term storage, and they are deleted at seven years. Seven years is six years of contract limitation period plus a deliberate one year margin. It is our choice, not a legal minimum. Clause A11.5 still applies, and we send you the export before your access changes.

A10.3 If we ever stop running Glo, we will give you at least 90 days notice, refund the unused part of anything you have paid, and send you a complete export of your financial records before your access ends.

A10.4 There is no penalty for leaving and no penalty for us asking you to leave. We do not charge an early termination fee in any situation, and we do not keep prepaid money in any situation where we are the one ending it.

A11. If your payment does not go through#

This clause is about access, not about refunds, but it is the thing businesses ask about most and it belongs on this page.

A11.1 We do not lock anything while your payment is still being retried. When a card payment fails, Stripe automatically tries again over the following days. Throughout that time your account keeps working normally and we show you a warning so you can fix your card. Locking somebody out on day one of a failed payment is how an expired card becomes a lost business, and we do not do it.

A11.2 Before we lock anything, we tell you. Throughout the retry period Glo shows a warning in your dashboard. Before any lock takes effect we email the address on your account to tell you what is owed, by when, and how to fix it. Where the lock is a trial ending rather than a failed payment, that email tells you the date your trial ends and what happens then.

A11.3 What a lock actually does. If the payment is still not made after that, your account is locked. While locked:

• you cannot create or change things;
• for the Finances area, you also cannot browse your records inside Glo, and clause A11.5 is the part of this page that makes that survivable;
• you cannot issue a refund to one of your own clients from inside Glo, because issuing one is a change. That money is in your own Stripe account, not ours, so you can still refund it directly in Stripe, and clause B10.4 says the same thing from your client's side.

A11.4 What a lock never does.

• Your clients' pages are never switched off. Your booking page and your clients' tracking pages keep working exactly as normal, along with any invoice or quote pages you have already sent them.
• We never delete anything because of a lock. See clause A10.2 for how long we keep your records.
• We never charge a fee to unlock. Pay what is owed and everything comes straight back.
• A lock is never triggered by our opinion of you. There are exactly two triggers and both are objective: an amount has not been paid by the date it was due, or your free trial ended and you did not choose a plan. Clause A2.3 describes the second one. Nothing else locks an account over money. If we ever restrict your account for some other reason, that is clause 11.4 of the Terms of Service, it comes with notice and reasons, and clause 11.5 of those terms gives you a review.

A11.5 You always keep your financial records, and this is the part that matters.

• We email you a complete export of your financial records when your account is locked, before Finances closes to you, without you having to ask. It goes to the email address of the account's owner. That covers a cancellation that has run its course, because what sends the export is the lock at the end of the period you paid for.
• We do the same at every other ending. If your access to Finances is about to change because you moved to a smaller plan, because we ended your subscription, or because you closed your account, we send you the same complete export before that change takes effect.
• There is also a permanent, free, one-click download of your complete financial records inside Finances, at /dashboard/finances/records, and that page keeps working while your account is locked. It is deliberately not tied to your subscription, and it does not depend on the email above having gone out. You do need to be signed in to use it. If your account has ended entirely, email hello@welcomeglo.com and we will send you the same file.
• What is in it. Every invoice and its lines, every payment, every adjustment note, every expense, your vehicle logbook, and a combined transactions list covering income and expenses. It is your whole history, not the last few months. The email arrives as seven CSV files that open in any spreadsheet. The download is one text file holding the same seven, one after another, each under its own heading.
• What is not in it. It is a financial export. It does not contain your bookings, your clients, your vehicles, your quotes, your messages or the receipt images attached to your expenses. If you need any of those, ask us at hello@welcomeglo.com and we will put a copy together for you.
• Both of these are for the owner and admins of the account. The export email goes to the account owner, and the download page is open to owners and admins, matching the rest of Finances. That is deliberate, so that a staff member cannot walk out with the books. If you are staff and you need something out of Finances, ask your owner.

We built it that way on purpose, and it is here to protect you. The ATO requires you, not us, to keep your business records for five years and to be able to get at them. That is your obligation, and a problem with your subscription must never stop you meeting it. So you can always get your financial records out of Glo, whether you are paid up or not.

A11.6 How long a lock can last. We will not end your subscription for non-payment for at least 90 days after your account is locked, and we will give you at least 30 days notice in writing before we do. You can pay what is owed at any point in that period and pick up exactly where you left off. If we do end it, clause A10.2 applies, we send you the export before your access changes, and the records download in clause A11.5 stays available to you for as long as you can sign in. Nobody sits in limbo indefinitely.

A12. GST#

Glo is not registered for GST. Our subscription fees carry no GST, and therefore no refund we make carries a GST component. There is no GST for us to give back, because there was none charged.

If our turnover reaches the GST registration threshold and we register, we will tell you at least 30 days before anything changes for you. From that point our fees would carry GST and a refund would carry the GST component back with it. Nothing about that would apply to a period you paid for before we registered.

This says nothing at all about your own GST position. Whether your business is registered for GST is your question and your answer, you enter it in Glo yourself, and we do not determine it for you.

A13. How to ask for a refund, and how quickly we respond#

A13.1 How to ask. Email hello@welcomeglo.com. Tell us the email address on your Glo account, roughly when the charge happened, and what went wrong. You do not need to use any particular form of words and you do not need to quote a clause number from this page.

A13.2 What we will do.

• We reply within 5 business days to tell you we have it and what we need from you, if anything. That is the same acknowledgement time we commit to in our Terms of Service, our Privacy Policy and our Acceptable Use Policy, so there is one number to remember across everything we publish.
• We give you a decision within 10 business days of your request. If a request genuinely needs longer, we will tell you why and when to expect an answer, before the 10 business days are up.
• Where a refund is owed, we send it within 5 business days of deciding. Once we send it, how long it takes to appear on your statement is up to your bank or card issuer, and that part is outside our control.

A13.3 Refunds go back the way the money came. We refund to the payment method you paid with, unless that is not possible, in which case we will agree another way with you.

A13.4 Business days means Monday to Friday, excluding public holidays in New South Wales.

A13.5 These timeframes are commitments we are making to you. They are not a limit on your rights: nothing in this clause requires you to wait before taking a matter somewhere else, and clause A15 tells you where else you can take it.

A14. If you ever buy Glo somewhere other than from us#

We are writing this clause now so that nothing has to change later.

A14.1 Today, you buy your Glo subscription from us. That happens on our website.

A14.2 If a subscription is ever bought through an app store or another platform, that store's own billing and refund process is where you start for that purchase, because that store collected the payment and it is the only party that can reverse it. That does not make the store the seller. In Australia we remain the supplier of your subscription however you bought it, and clause A14.3 is the part that matters.

A14.3 A store's refund window is not the limit of your rights. This is important and it is often got wrong. If a store will not act, or its own refund window has passed, you can still come to us directly for a remedy under the Australian Consumer Law, and clauses A1 and A8 apply exactly as they do to a purchase made from us.

A14.4 We will help you deal with a store if a store will not act. Email hello@welcomeglo.com.

A14.5 Nothing in this clause says or implies that we sell through any store today. We do not.

A15. If you are not happy with our answer#

A15.1 Come back to us first. Email hello@welcomeglo.com and say you want the decision looked at again. A second look costs us very little and it resolves most things. We will give you a written answer on a second look within 10 business days, with our reasons, whichever way it goes. You do not have to wait for that before going anywhere in A15.2, and asking us to look again does not cost you any time you would otherwise have.

A15.2 If that does not sort it out, you can take it further, and we would rather point you there than have you stuck:

• The Australian Small Business and Family Enterprise Ombudsman (ASBFEO), asbfeo.gov.au. They help small businesses in a dispute with a supplier, it costs you nothing to ask them, and a dispute about a Glo subscription is exactly the kind of matter they handle. Clause 26.4 of the Terms of Service names them too.
• NSW Fair Trading, or the fair trading or consumer affairs office in your own state or territory. Clause B9 lists them, with websites.
• The Australian Competition and Consumer Commission (ACCC).
• A court or tribunal.

A15.3 Nothing in this policy or in our Terms of Service stops you doing any of that, and nothing in them shortens the time you have to bring a claim. We are telling you about these bodies because you are entitled to use them, not as a favour.

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Part B: refunds between a business and their client

This part is for two people at once: the customer who paid for the work, and the business who took the payment. It is written so that both can read the same page and see the same answer.

B1. Start here: Glo is not the seller, and Glo does not decide#

B1.1 If you booked a job through a page that runs on Glo, you bought that work from the business, not from Glo. They set the price, they set their own terms and their own cancellation policy, and they do the work.

B1.2 Your money never reaches Glo. Card payments through Glo are switched on business by business, and only where that business has connected its own Stripe account and Stripe has enabled charges on it. Where a business has done that: when you pay them through Glo, the payment is made on that business's own Stripe account and lands in their balance. It does not pass through us on the way. We take no cut, no commission and no fee from it. Our only income is the subscription the business pays us for the software.

B1.3 We are not the merchant of record. That is not a form of words. It means the business, not Glo, is the seller of the services it supplies to you, for every purpose that matters: who owes you the service, who owes you a refund, and who answers for the work.

B1.4 We do not decide refunds and we will not issue one for you. The money is in the business's own Stripe balance and the decision is theirs. We will not issue a refund on their behalf, we will not do it because you asked us to, and we will not do it because we think you are owed one. The single exception is clause B4, which is automatic, exists to protect you, and is the only refund Glo ever makes itself.

B1.5 We do not judge who is right. If you and a business disagree, we are not the referee. We will not take sides, we will not investigate the job, and we will not rule on it. Clause B8 tells you who can help.

B1.6 None of that means you have no rights. You do. They are against the business, and clause B7 sets them out. Read that clause before you read anything else on this page as a refusal, because it is not one.

B2. What Glo the software actually does about refunds#

This is how the mechanics work, so nobody is surprised by them.

B2.1 Refunds are never automatic. Cancelling a booking does not refund anything by itself. A person at the business presses the button, and only the owner or an admin of that business can press it. That is deliberate. Software should not send a whole job's money back on a mis-tap on a phone.

B2.2 They can refund part or all of it, and they can record either a card refund or a cash refund, because plenty of this kind of work is paid in cash. Where card payments are switched on for that business, a card refund goes back through Stripe against the original charge. A cash refund is recorded so the job's history is right, and the money changes hands in person. Where a business has not connected Stripe, there are no card payments on their jobs at all, so anything owed back is cash and you arrange it with them directly.

B2.3 A client who is owed money is told, and told a figure. When a booking is cancelled and money is owed back, Glo emails the client to say the refund is coming and how much it is. It does not say the money has already been sent, because it has not been.

B2.4 The booking carries a visible notice until a human sends it. On the business's side, a job with a refund owing is marked as such and stays marked until the refund is actually issued. Glo does not let it quietly disappear off a screen.

B2.5 A card refund is recorded the moment it is issued. So what you see on a booking is what has actually been done.

B3. Deposits, holds and the cancellation window are the business's settings#

B3.1 Whether there is a deposit at all is their decision. Some businesses ask for one, some do not. The percentage is a setting in their own account.

B3.2 The deposit amount is fixed at the time you book. If the business changes its deposit setting later, that does not re-price a job you have already agreed.

B3.3 An unpaid deposit is a hold, not a booking. If a deposit applies and it has not been paid, the time is held for 30 minutes while you are on the payment page, and the business is not told about the booking yet. If the hold lapses without a payment, the time is released. No money was taken, so there is nothing to refund.

B3.4 If you walk away from the payment page, you have not been charged. We will normally email you once, with a link back into the booking form, so picking another time does not mean typing everything again. That email goes out once per booking, so if it has already been sent you will not get a second one. Nothing else happens and no money is taken.

B3.5 The cancellation window is theirs, not ours. Each business sets how many hours before a job a client can cancel and still get their deposit back. Cancel outside that window and the deposit is refundable. Cancel inside it and, under their policy, it is not.

B3.6 Glo tells you which side of the line you are on, in plain words, on the booking's tracking page before you cancel and in the confirmation afterwards. Glo does not choose where the line sits.

B3.7 "Refundable" still means somebody has to send it. Even where a deposit is refundable under the business's own policy, clause B2.1 applies: a person at that business issues it.

B3.8 The terms you agreed to are theirs, not ours. Each business writes its own terms and conditions and its own cancellation policy, in its own words. Glo does not write them, does not review them and does not approve them. Where a business has given you their own terms, on their booking page, by email or in person, those are the ones that govern the job. If you want to know what you agreed to, read that business's own policy and ask them about it. If you were not given any, there is nothing of ours standing in their place, so ask the business directly.

B3.9 Once somebody is on the way, cancelling online stops. If a job has been marked as on the way, arrived or in progress, the tracking page will not cancel it, and it asks you to phone the business instead. At that point somebody may already be travelling to you, or standing at your door, and that conversation should be with a person.

B4. The one refund Glo makes on its own#

B4.1 There is exactly one situation where Glo refunds a client's payment without a person deciding.

B4.2 If a payment arrives for a time slot that has, in the meantime, been taken by somebody else, Glo refunds that payment in full automatically, cancels the booking, and tells the business.

B4.3 It works that way because taking somebody's money for a time that no longer exists is worse than losing the booking. This is the only automatic refund in the product, and it exists to protect the client.

B5. What Glo IS responsible for#

We are not going to tell you that nothing here is our problem, because some of it is.

B5.1 Glo is responsible for its own software working properly. That includes recording correctly what you paid, what has been refunded, what is still owed and what your booking says. If Glo shows a wrong figure, records a payment against the wrong job, fails to record a refund that was issued, charges a deposit incorrectly, or a booking or tracking link does not work, that is ours.

B5.2 We provide the booking pages, the tracking pages and the invoice and quote pages you receive, and we owe you due care and skill in how they are built and run, even though you pay us nothing to use them.

B5.3 If you think the software got the money wrong, tell us: hello@welcomeglo.com. Tell us the business's name and roughly when it happened, which is usually enough for us to find it. Please do not send us your tracking link and do not post it anywhere public, because anybody who has it can open your booking.

B5.4 What we will not do, because we cannot, is decide whether the work was good enough, whether a deposit should be given back, or who is right in a disagreement about the job. That is the business's contract with you and clause B8 is where that goes.

B5.5 So the split is: the work and the money are theirs. The software is ours. If you are not sure which one your problem is, ask us and we will tell you, including when the answer is "that one is not ours".

B6. If you are a customer: what to do#

B6.1 Talk to the business first. They took the payment, they hold the money, and they are the only party who can refund it. Their contact details are on your booking confirmation, on your tracking page and on any invoice they sent you. You can also message them from the tracking page.

B6.2 Ask them for what you want and why. A refund, a re-do, a partial refund, or an explanation. Most of these are sorted out in one message.

B6.3 If that does not work, clause B7 sets out your rights and clause B8 tells you who can help you enforce them.

B6.4 If the problem is with the website rather than the work, that is us: hello@welcomeglo.com. Tell us the business's name and roughly when it happened, and please read clause B5.3 about your tracking link.

B7. Your rights under the Australian Consumer Law, and who they are against#

B7.1 When you buy a service from a business, the Australian Consumer Law gives you guarantees. Broadly, the service must be provided with due care and skill, must be reasonably fit for the purpose you told them about, and must be provided within a reasonable time where no time was agreed.

B7.2 Those rights are against the business, as the supplier of the service. They are not against Glo, because Glo did not supply the work. Saying so is not us telling you that you have no rights. You have full rights. They are simply against the business that did the work.

B7.3 What you are entitled to depends on how bad the problem is. For a problem that is not major, they get the chance to fix it. For a major problem, or one they will not or cannot fix, you can choose between cancelling and getting a refund for what you did not receive, or keeping the service and being compensated for the difference in value. You may also be able to recover other losses that were reasonably foreseeable.

B7.4 A "no refunds" sign or clause does not remove those rights. Neither does a cancellation policy. A business can have a fair cancellation policy for a change of mind, and most do. What it cannot do is contract out of the consumer guarantees. If a business tells you that you have no rights at all, that is not correct.

B7.5 A cancellation policy can itself be challenged. Standard terms in a contract with a consumer are subject to the unfair contract terms rules. If you think a term is unfair, the bodies in clause B8 are the place to raise it.

B8. Where to go if you and the business cannot sort it out#

B8.1 In order:

1. The business. Ask them directly, in writing, and say what you want.
2. Your state or territory fair trading or consumer affairs office. They handle disputes between consumers and businesses, and it costs you nothing to ask them. Clause B9 lists them with their websites.
3. The Australian Competition and Consumer Commission (ACCC), for conduct issues.
4. A court or tribunal, including your state or territory's small claims or civil and administrative tribunal.

B8.2 Glo is not a step in that list. We are not an ombudsman, we are not an arbitrator and we do not adjudicate. The bodies above are the ones who can actually help, and going straight to them is faster.

B9. The fair trading offices, by state and territory#

Agency names and departments change from time to time. If a name here no longer resolves, search for the fair trading or consumer affairs office in your own state or territory, or start with the ACCC, who will point you to the right one.

B10. If you are a business using Glo: this part is your obligation, not ours#

B10.1 You are the supplier. Your clients' consumer guarantee rights for the work are against you. You handle their questions, their complaints and their refunds. We will not do it for you and we are not able to.

B10.2 Glo's tools do not discharge your obligations. A cancellation window setting, a deposit percentage, a refund button and a place for your terms are tools. They are not legal advice, they are not a compliance product, and using them does not mean you have met your obligations under the Australian Consumer Law. Setting a 48 hour cancellation window in Glo does not make forfeiting a deposit lawful in every case, and nothing in Glo says it does.

B10.3 Your terms and your cancellation policy are yours. You write them, in your own words. We do not draft them, review them, approve them or endorse them, and as clause B3.8 says, giving them to your clients is on you. We would suggest you get your own advice on them, because they are standard form terms in a contract with a consumer, and the unfair contract terms rules apply to them the same way they apply to ours.

B10.4 Issue refunds you owe. Glo will keep showing a refund as outstanding until somebody issues it. That marker is there to help you, not to nag you. Note that while your own Glo account is locked for non-payment you cannot issue a refund from inside Glo, because issuing one is a change. The money is in your own Stripe account either way, so you can still refund it directly in Stripe, and your client's right to it does not wait for your subscription. Clause A11.3 says the same thing from your side.

B10.5 Your own tax position is yours. If you are registered for GST and you refund a client after issuing a tax invoice, you may need to issue an adjustment note. Glo can produce one. Glo does not tell you whether you need one, does not calculate your tax and does not lodge anything with the ATO. That is your accountant's job or your own, and we deliberately stay on the tool side of that line.

B10.6 Keep your records. Refunds, cancellations and adjustment notes are part of the records the ATO requires you to keep for five years. Clause A11.5 sets out the export and download we give you so that you always can, and says plainly what is in them and what is not.

B11. Chargebacks and payment disputes#

B11.1 A chargeback is when a client asks their bank or card issuer to reverse a payment. It is a different process from a refund and it is decided by the bank or the card scheme, not by the merchant and not by Glo.

B11.2 Where a card payment was taken through Glo, a chargeback on a job is between the client, their bank, the business and Stripe. Because the charge was made on the business's own Stripe account, the dispute happens on that account. The business responds to it in Stripe, with whatever evidence they have, and Stripe and the card scheme decide the outcome.

B11.3 Glo is not the adjudicator, is not a party and takes no part of the money. We cannot win a chargeback for a business and we cannot win one for a client. We have no standing in the process at all.

B11.4 What Glo can do is show what the record says: what was booked, what was paid, what was refunded and when. If a business needs that record to respond to a dispute, it is in their account and in their export.

B11.5 For a client, a chargeback is usually the last step, not the first. Talk to the business first, then the fair trading office in clause B8. Banks generally expect you to have tried to resolve it with the business, and a chargeback can be a slower route than a phone call.

B11.6 For a business using Glo, chargebacks on your own Stripe account are your commercial risk. Glo takes no fee from the transaction and carries no part of that risk. Stripe's own terms govern how disputes are handled on your account.

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Part C: about this policy

C1. Changes to this policy#

C1.1 We may update this policy. If a change materially affects your rights under it, we will email the address on your Glo account at least 30 days before it takes effect, and tell you in plain English what changed and why.

C1.2 We will not change it by quietly editing this page and relying on you to notice.

C1.3 If you do not want to accept a change, you can cancel before it takes effect, with no fee, and clause A9.6 applies to any period you have already paid for.

C1.4 A change that takes nothing away from you takes effect as soon as we publish it. Correcting an error, making something clearer, adding a protection, and anything the law requires. It still gets a new version number and effective date, and we still say what changed. We email the address on your Glo account when we publish a change under this clause, on the day we publish it. C1.2 says we will not change this policy by quietly editing the page, and that applies here too.

C1.5 The 30 days in C1.1 is for a change that takes something away from you: a narrower refund right, a shorter window, a new charge, or anything else that leaves you worse off. Where it is not obvious which kind a change is, we treat it as the kind that needs the 30 days. That call is not ours to make in our own favour.

C1.6 Where a change has already taken effect, you have 30 days from our notice instead, on the same terms, and if we did not send you a notice, 30 days from when you find out, exactly as A9.6 already provides. That right does not depend on us having sent the notice. A right to cancel "before it takes effect" is no right at all once the change has happened.

C1.7 Every version of this policy carries a version number and an effective date at the top of the page, so that you can tell which one you agreed to and which one applies to you.

C2. Where this policy sits#

C2.1 This policy is part of your agreement with us, and the header of this page lists the six documents that make up that agreement and the order they come in. The Terms of Service contain the rest of the agreement, including the limits on what we have to pay if something goes wrong, which are at clause 19, and the closed list of situations in which we can end your subscription immediately, which is at clause 21.4. Where those terms and this policy genuinely conflict, this policy comes first on refunds, cancellations and what happens when a payment fails, and the Terms of Service come first on everything else. Clause 3.2 of those terms says the same.

C2.2 Part B is a description of how the product works and of who is responsible for what. It is not a contract between Glo and a customer about a job, because Glo is not a party to that job.

C2.3 The Glo Privacy Policy, at /legal/privacy, explains what we do with personal information, including information about a business's own clients. Our Data Processing Addendum, at /legal/data-processing, sets out our obligations to a business about their own clients' information.

C2.4 If you are a customer, our Client Terms of Use also apply to you. They are at /legal/client-terms and they cover the pages we run for you: your booking page, your tracking page, and any invoice or quote page. They are short and they are written to protect you. Part B and those terms are meant to say the same thing, and if they ever do not, the Client Terms of Use win.

C3. Contact#

Glo, operated by Connor Wu trading as Glo, ABN 23 380 080 435.

Unit B14, 161 Arthur Street, Homebush West NSW 2140

hello@welcomeglo.com

This policy is governed by the law of New South Wales, Australia. A dispute about it can be heard by the courts of New South Wales, and also by the courts and tribunals of the state or territory where you live. You should never have to travel across the country to enforce a right against us, and nothing here stops you using the consumer bodies and tribunals where you are.

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