GliVal

Refunds and Cancellation Policy

Effective Date: November 14, 2025

Last Updated: November 14, 2025

This Refunds & Cancellation Policy (“Policy”) governs how cancellations, refunds, deposits, pay-rest balances, no-show fees, and payment adjustments are handled on the GliVal Booking Platform (“GliVal”, “we”, “our”), operated by X STAR CODE, Edmonton, Alberta, Canada.
Registration Number: TN26511691
Contact: support@glival.com

By booking an appointment or listing services on GliVal, Clients and Customers agree to the terms outlined in this Policy.

This Policy applies to all payments processed through Stripe on glival.com and Customer subdomain pages.

1. General Principles

  • All service prices, cancellation rules, late fees, and no-show fees are defined entirely by the Customer (service provider).
  • GliVal is not a party to the contract between a Customer and a Client.
  • GliVal does not control refund decisions beyond enforcing automated rules based on Customer policies.
  • GliVal does not refund processing fees charged by Stripe.

2. Payment Models

GliVal supports three payment models:

2.1 Full Online Payment

The Client pays the full service amount during booking.
Payment is authorized via Stripe using manual capture rules.

2.2 Deposit / Booking Price

The Customer may allow Clients to pay only a deposit amount at booking.
The remaining balance can be paid either:

  • via the Pay-Rest link after the service is completed, or
  • in person (cash, e-transfer, or other offline method chosen by the Customer).

2.3 In-Person Payment

Customers may choose to accept in-person payment, even if they have completed Stripe onboarding.
If this option is selected:

  • No online transaction occurs during booking.
  • Payment is handled entirely offline between the Client and the Customer.

3. Free Cancellation Window

Each Customer defines a free cancellation window before the appointment.
If the Client cancels before this deadline:

  • The Payment Intent is voided (if not captured).
  • No charge is applied.
  • The appointment is cancelled with no penalties.

If a deposit was already captured and falls within a refundable period, it may be refunded minus Stripe fees.

4. Late Cancellations

If a Client cancels after the free cancellation deadline:

  • A partial amount may be charged according to the Customer’s policy.
  • Stripe fees are non-refundable.
  • If the payment was already captured, a partial refund may be issued (Customer is responsible for the Stripe fee).

Late cancellation fees are shown clearly to the Client during booking.

5. Customer-Initiated Cancellations

If the Customer cancels a booked appointment, regardless of reason:

  • The Client receives a full refund.
  • The Customer is responsible for the non-refundable Stripe fees.
  • Pending captures are voided.
  • If the payment was already captured, the full amount is refunded.

GliVal may cancel charges automatically in cases where the Customer cancels from within the Platform.

6. No-Show Policy

Only the Customer may mark a Client as a no-show after the appointment start time.

When marked as a no-show:

  • The Customer may charge up to 100% of the service price.
  • If allowed, the full captured amount may be retained by the Customer.
  • If payment was pending capture, the no-show fee amount will be captured automatically.

No-show fees are visible to Clients before booking.

7. Deposit Payments & Pay-Rest Balances

7.1 Deposit Capture

Deposit payments may be:

  • authorized and captured immediately, or
  • captured automatically according to scheduling rules.

Deposit forfeiture may occur in:

  • no-show situations,
  • late cancellations,
  • violations of Customer policies.

7.2 Pay-Rest Payment

After the service is completed, the Customer may send a Pay-Rest link to collect the remaining balance.

The Pay-Rest transaction:

  • follows the same international fee confirmation workflow,
  • uses manual capture rules,
  • is subject to the Customer’s policies and timelines.

8. Refund Rules

8.1 Stripe Fees

Stripe fees are never refunded, even when the Client receives a refund.
These fees are always borne by the Customer.

8.2 Full Refunds

Issued when:

  • The Customer cancels,
  • The Customer agrees to refund the full amount,
  • System errors prevent service completion,
  • Refund is required by law.

8.3 Partial Refunds

Issued when:

  • A partial amount was captured due to late cancellation,
  • A deposit was forfeited but only partially,
  • A no-show fee is lower than the captured amount.

8.4 Non-Refundable Situations

Refunds may be unavailable when:

  • Client violates cancellation deadlines,
  • The Customer’s no-show policy applies,
  • Deposit is explicitly non-refundable under Customer rules.

9. International Card Fees

Clients paying with non-Canadian cards must approve an additional international fee charge before completing payment.

International fee amounts:

  • are shown before confirming payment,
  • are non-refundable,
  • are not controlled by GliVal.

Declining the fee cancels the booking.

10. Disputes & Chargebacks

Disputes (“chargebacks”) are managed entirely by Stripe.

  • The Customer is solely responsible for responding to disputes.
  • GliVal may provide supporting logs but does not represent either party.
  • Stripe may deduct dispute fees and reversed funds from the Customer.

GliVal may suspend accounts involved in repeated or fraudulent disputes.

11. Processing Time

Refund processing occurs via Stripe and may take:

  • 5–10 business days depending on bank policies,
  • Longer for international cards.

GliVal is not responsible for bank-side delays.

12. Platform Errors & System Failures

If a Platform error results in:

  • duplicate charges,
  • incorrect captures,
  • payment failures,

GliVal will work with Stripe to correct the transaction.
Refund rules described above still apply.

13. Policy Changes

GliVal may update this Policy at any time.
Customers will be notified at least 7 days before significant changes.
Continued use of the Platform signifies acceptance of the updated Policy.

14. Contact

GliVal (operated by X STAR CODE)
Edmonton, Alberta, Canada
Registration Number: TN26511691
Email: support@glival.com