GliVal

Refunds and Cancellation Policy

Effective Date: November 22, 2025
Last Updated: November 22, 2025

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

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

1. General Principles

  • All prices, cancellation deadlines, late-cancellation fees, and no-show fees are defined entirely by the Customer.
  • GliVal is not a party to the service agreement between Customer and Client.
  • GliVal does not manually make refund decisions; all refund/capture actions are executed automatically according to pre-recorded booking data.
  • GliVal does not refund Stripe’s processing fees.

1.1 Snapshot Rule

Before the Client proceeds with payment, GliVal records a snapshot of all policies and amounts that apply to the appointment at that moment. This snapshot includes:

  • the Customer’s cancellation and late-cancellation rules,
  • no-show rules and applicable fee percentages,
  • deposit or booking-price configuration,
  • amounts that may be charged in each scenario (free cancellation, late cancellation, no-show, deposit forfeiture),
  • any additional charges that may apply, such as international card fees.

This snapshot ensures that all future captures, refunds, and adjustments follow the exact rules shown to the Client at the time of payment, regardless of any later changes the Customer makes to their settings.

2. Payment Models

GliVal supports the following payment flows:

2.1 Full Online Payment

  • Client pays the full service amount during booking.
  • Stripe PaymentIntent is created with manual capture.
  • Capture occurs automatically at the scheduled time based on snapshot rules.

2.2 Deposit Payment

Customer may require a deposit at booking.
Remaining balance may be paid:

  • through a Pay-Rest link, or
  • in person (cash, e-transfer, other offline method).

2.3 In-Person Payment

Customer may offer in-person payment even with Stripe onboarding enabled.

  • No online charge occurs at booking.
  • GliVal has no involvement in offline transactions.
  • Offline payments are not covered by this Policy and are solely between Customer and Client.

3. Free Cancellation Window

If a Client cancels before the free-cancellation deadline set by the Customer, one of the following applies:

  • If the payment has not yet been charged:
    No money is collected from the Client, and the booking is simply canceled.

  • If the payment has already been charged:
    The Client receives a full refund except for Stripe’s non-refundable processing fee, which is retained by Stripe and cannot be returned.

No additional cancellation fees apply during the free-cancellation window.

4. Late Cancellations

If the Client cancels after the free-cancellation deadline:

  • A partial amount may be captured based on snapshot rules.
  • If not yet captured, the scheduled capture job captures only the late-cancellation amount.
  • If already captured, a partial refund is issued automatically.
  • Stripe fees remain non-refundable.

Late-cancellation amounts are shown to the Client before completing booking.

5. Customer-Initiated Cancellations

If the Customer cancels an appointment:

  • The Client receives a full refund of the amount they paid.
  • Stripe’s non-refundable processing fee is not returned and becomes the Customer’s responsibility.
  • If the payment has not yet been charged, it is simply voided.
  • If the payment has already been charged, the system automatically returns the full amount to the Client (minus Stripe’s fee).

All steps are completed automatically according to the cancellation rules stored at the time of booking.

6. No-Show Policy

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

Each Customer sets their own no-show fee. This fee is shown to the Client during booking, and GliVal saves a snapshot of the exact amount before payment.

When a Client is marked as a no-show:

  • The system may charge up to the no-show amount defined by the Customer.
  • If the payment has not yet been charged, only the no-show fee is collected.
  • If the payment has already been charged in full, the system automatically refunds the difference if the no-show fee is lower than the original amount.

All actions follow the snapshot of rules that was presented to the Client at the time of booking.

7. Deposit Payments & Pay-Rest Balances

7.1 Deposit Capture

Deposits may be charged immediately or charged automatically at the time scheduled by the booking workflow.

A deposit becomes non-refundable when:

  • the Client cancels after the free-cancellation deadline, or
  • the Client is marked as a no-show.

If the Client cancels within the free-cancellation window and the deposit was already charged, the deposit is refunded except for Stripe’s non-refundable processing fee.

7.2 Pay-Rest Payment

After service completion:

  • Customer may send a Pay-Rest link.
  • The flow includes the same international-fee approval step.
  • Manual capture rules apply.
  • All amounts and deadlines follow snapshot-defined logic.

8. Refund Rules

Refunds on GliVal follow the rules that were shown to the Client at the time of booking.
These rules are saved as a snapshot before payment and cannot be changed afterward, even if the Customer updates their settings later.

8.1 Stripe Processing Fees

Stripe’s payment processing fees are non-refundable.
Who pays these fees depends on the cancellation scenario:

  • If the Customer cancels the appointment:
    The Client receives a full refund of everything they paid.
    The Stripe fee is the Customer’s responsibility.

  • If the Client cancels after the free-cancellation window:
    The Stripe fee is deducted from the Client’s refund as part of the late-cancellation consequences.

  • If the Client cancels within the free-cancellation window and payment was not yet collected:
    No charges apply and no Stripe fee exists.

  • If the Client cancels within the free-cancellation window but the payment was already collected due to timing:
    The Client receives a full refund.
    GliVal compensates the Customer for the Stripe fee so neither party is penalized for processing timing.

8.2 Full Refunds

A full refund of the amount paid (excluding non-refundable Stripe fees where applicable) is issued automatically when:

  • the Customer cancels the appointment,
  • the Client cancels within the free-cancellation window,
  • a system or payment error prevents proper completion of the appointment,
  • scheduled rules based on the snapshot determine that no charge should occur.

8.3 Partial Refunds

A partial refund is issued automatically when:

  • the no-show fee or late-cancellation fee is lower than the full amount charged,
  • the system adjusts a previously collected amount to match the snapshot rules,
  • a deposit was collected and only part of it should be forfeited.

In all cases, the Client only pays the exact amounts that were shown at the time of booking.

8.4 Non-Refundable Situations

A refund may not be available when the saved snapshot shows that:

  • the free-cancellation deadline has passed,
  • the Customer’s no-show policy applies,
  • the deposit was marked as non-refundable for late cancellation or no-show.

No additional charges beyond what was shown at the time of booking are ever applied.

9. International Card Fees

When a Client uses a non-Canadian payment card, Stripe applies an additional international processing fee.
This is a Stripe rule, not a GliVal policy.

  • The exact fee amount is shown to the Client before completing payment.
  • The fee is paid by the Client, not the Customer.
  • The fee is non-refundable, even if the appointment is later refunded.
  • If the Client declines the fee, the booking cannot be completed.

GliVal shows Clients the final amount they will be charged, and shows Customers the amount they will receive after Stripe’s fees, so both sides clearly understand the net payment before confirming the booking.

10. Disputes & Chargebacks

All disputes (“chargebacks”) are processed exclusively through Stripe.

  • Customer is the merchant of record and is responsible for responding.
  • GliVal may provide appointment-session logs but does not submit evidence on behalf of the Customer.
  • Stripe may deduct dispute fees and reversed amounts from the Customer.

GliVal may suspend accounts involved in repeated or fraudulent disputes.

11. Processing Time

Refund processing is handled by Stripe.
Timing depends on the Client’s financial institution:

  • typically 5–10 business days,
  • longer for international cards.

GliVal is not responsible for bank-side delays.

12. Platform Errors & System Failures

If a Platform error causes:

  • duplicate or invalid charges,
  • incorrect capture timing,
  • unexpected failures,

GliVal works with Stripe to correct the issue.
All corrections follow the snapshot-based rules described in this Policy.

13. Changes to This Policy

GliVal may update this Policy at any time.
Significant changes may be communicated in the Platform.
Continued use of GliVal constitutes acceptance of the updated Policy.

14. Contact

GliVal (operated by X STAR CODE)
Edmonton, Alberta, Canada
Registration Number: TN26511691
Email: [email protected]