Refund & Cancellation Policy
Effective Date: August 10, 2026
Community Glow Senior Placement & Resource Services™ (“Community Glow,” “we,” “us,” or “our”) wants customers to understand our refund, cancellation, and rescheduling terms before purchasing a product or service.
This policy applies to purchases made through communityglowseniors.online, Community Glow invoices, payment links, or other authorized Community Glow purchasing methods.
By purchasing a product or service, you acknowledge and agree to this Refund & Cancellation Policy.
General Policy
Refund eligibility depends on the type of product or service purchased, whether work has started, whether an appointment has been reserved, and whether a digital product has been delivered or accessed.
Community Glow offers:
Digital downloads and educational products
Consultations and scheduled appointments
Personalized Family Care Hubs and organizational systems
Customized binders, plans, checklists, and research
Affordable Care Concierge services
Resource-navigation and coordination services
Other personalized or administrative support services
Senior placement assistance may be provided without a direct charge to the family when Community Glow receives compensation from a participating provider. This policy applies only to amounts paid directly to Community Glow by a customer.
Nothing in this policy limits any refund, cancellation, or consumer right that cannot legally be waived.
Digital Products
Digital products may include:
Downloadable guides
Planners
Templates
Checklists
Workbooks
Printable binders or binder pages
Notion templates
Resource lists
Educational materials
Other electronically delivered products
Because digital products cannot be physically returned, digital-product purchases are generally final once the product has been downloaded, accessed, emailed, or otherwise delivered.
A refund or replacement may be considered when:
The customer was charged more than once for the same purchase
The wrong product was delivered
The file is damaged or cannot be opened
A technical problem prevents access and Community Glow cannot provide a working replacement
A refund is otherwise required by applicable law
Customers should contact Community Glow within seven calendar days of purchase when reporting a duplicate charge, incorrect product, damaged file, or access problem.
Before requesting a refund for a technical issue, the customer must allow Community Glow a reasonable opportunity to provide a replacement file, corrected link, or other solution.
Refunds will not ordinarily be provided because a customer:
Changed their mind after receiving the product
No longer needs the product
Did not read the product description
Does not have the required software or platform access
Expected features that were not included in the product description
Failed to download or use an available product
Purchased a product for an incompatible device without checking the stated requirements
3. Consultations and Scheduled Appointments
Customers may cancel or reschedule a consultation or scheduled appointment by emailing:
hello@communityglowseniors.online
Cancellations Made at Least 24 Hours Before the Appointment
When a cancellation request is received at least 24 hours before the scheduled appointment, the customer may choose:
One rescheduled appointment at no additional charge, or
A refund of the amount paid directly to Community Glow for the appointment
Cancellations Made Less Than 24 Hours Before the Appointment
When a cancellation request is received less than 24 hours before the scheduled appointment, the payment is generally nonrefundable because the appointment time was reserved and may not be available to another family.
At Community Glow’s discretion, the customer may be permitted to reschedule the appointment one time when an emergency or significant unexpected circumstance occurs.
Missed Appointments
An appointment is considered missed when the customer:
Does not attend
Does not answer at the scheduled time
Arrives more than 15 minutes late without prior communication
Is unavailable through the agreed communication method
Missed appointments are nonrefundable.
Community Glow may, at its discretion, allow one rescheduling opportunity when circumstances reasonably justify it.
Late Arrival
When a customer arrives late, the appointment may still end at the originally scheduled time. Additional time is not guaranteed.
If the remaining time is insufficient to provide the service effectively, the appointment may need to be rescheduled, and an additional appointment fee may apply.
Personalized and Customized Services
Personalized services may include:
Community Glow Family Care Hub™ setups
Community Glow Family Care Binder™ setups
Customized Notion systems
Personalized care-organization systems
Family schedules
Research and comparison services
Customized resource lists
Hospital-to-home plans
Caregiver organization materials
Personalized forms, checklists, or planning documents
Other done-for-you or done-with-you services
Cancellation Before Work Begins
If the customer cancels before Community Glow has begun work, the customer may receive a full refund of the amount paid directly to Community Glow for that service.
Cancellation After Work Begins
Once work has started, Community Glow will determine the amount of work already completed.
The customer may receive a refund for the unfinished portion of the service, when applicable. The amount retained by Community Glow may reflect:
Time already spent
Research already completed
Meetings or consultations already provided
Systems or documents already created
Administrative or coordination work already performed
Purchased or committed third-party costs authorized by the customer
Community Glow will provide a reasonable explanation of any amount retained.
Completed or Delivered Personalized Work
Personalized services are generally nonrefundable after the completed work has been delivered.
However, if Community Glow made an error or did not provide an agreed deliverable, the customer must contact us within seven calendar days of delivery. Community Glow will have a reasonable opportunity to correct the error, complete the missing deliverable, or provide another appropriate resolution.
Refunds will not ordinarily be provided because:
The customer changed their mind after work began
The customer no longer needs the completed service
The customer failed to provide accurate or complete information
The customer failed to review or use the completed materials
A third party changed its requirements, availability, pricing, or decision
The customer expected work outside the service description or agreed scope
Affordable Care Concierge and Coordination Services
Affordable Care Concierge services may include:
Hospital-discharge shopping assistance
Product and supply research
Equipment-resource guidance
Appointment coordination
Family organization
Resource research
Order coordination
Other practical, nonmedical assistance
If a concierge service is canceled before work begins, the customer may receive a refund of the Community Glow service fee.
Once research, shopping assistance, coordination, communication, or other requested work begins, charges for completed work are generally nonrefundable. Any refund will apply only to the unfinished portion of the Community Glow service.
Community Glow service fees are separate from third-party expenses, including:
Merchandise
Medical or household supplies
Equipment
Taxes
Shipping and delivery charges
Facility or provider fees
Appointment charges
Transportation
Other third-party purchases
The customer must approve third-party purchases before an order is placed.
Returns, refunds, exchanges, delivery claims, warranties, and cancellations involving third-party products or services are governed by the seller’s or provider’s policies. Community Glow does not control a third party’s refund decision.
When included within the purchased service scope, Community Glow may provide reasonable assistance communicating with a seller or provider, but Community Glow cannot guarantee that the third party will approve a return, refund, exchange, cancellation, or claim.
Resource Navigation and Referral Services
Community Glow does not guarantee:
Acceptance by a senior-living community or care provider
Placement availability
Approval for benefits, funding, or government assistance
Eligibility for a program
A particular care, financial, placement, or service outcome
The performance of an independent provider
That a third party will issue a refund
A paid research, navigation, comparison, or coordination service is payment for the work Community Glow performs—not a guarantee of a particular outcome.
A customer is not automatically entitled to a refund merely because a facility, provider, program, agency, or other third party:
Denies an application
Has no availability
Changes its price
Changes its requirements
Does not respond
Does not meet the customer’s expectations
Is not selected by the family
If Community Glow fails to provide the paid service described in the applicable listing or agreement, the customer should contact us so we can review the concern and provide an appropriate resolution.
Customer Delays and Incomplete Information
Personalized services may require the customer to provide information, preferences, approvals, documents, or responses.
If the customer does not provide required information, Community Glow may pause the project until the information is received.
A delay caused by the customer does not automatically qualify the purchase for a refund.
If the customer remains unresponsive for 30 calendar days after Community Glow requests information needed to continue, the project may be closed. Amounts paid for work already completed or time already reserved will not be refunded.
At Community Glow’s discretion, reopening a closed project may require a new payment, updated timeline, or revised service agreement.
Changes to the Service Scope
The customer must approve any additional fee before Community Glow performs work outside the original service description or agreed scope.
If the customer requests major changes after work begins, Community Glow may:
Provide a revised price
Extend the estimated completion date
Require payment for additional work
Treat the request as a new service or project
Choosing not to purchase additional work does not create a right to a refund for work already completed under the original agreement.
Physical Products
If Community Glow offers a physical product, the applicable product listing will state whether it is returnable and provide any special return instructions.
Customized, personalized, printed-to-order, or used physical products are generally nonreturnable unless:
The wrong item was delivered
The item arrived damaged
The item was materially defective
A return or refund is required by applicable law
Customers must report an incorrect, damaged, or defective physical product within seven calendar days of delivery and may be asked to provide photographs or other reasonable information needed to review the claim.
Do not return a product without first receiving instructions from Community Glow.
Community Glow Cancellations
Community Glow may cancel or reschedule an appointment or service because of:
Illness or emergency
Technology failure
Unsafe, abusive, fraudulent, or inappropriate conduct
A conflict of interest
A request outside Community Glow’s service scope
Nonpayment
Circumstances outside our reasonable control
If Community Glow cancels a paid service before providing any work, the customer may choose a full refund or rescheduling when rescheduling is available.
If Community Glow cannot complete a service after work has begun, the customer will receive an appropriate refund for the unfinished portion unless the service ended because of the customer’s misconduct, fraud, nonpayment, or material violation of the Terms and Conditions.
Promotional Discounts, Coupons, and Bundles
Refunds for discounted products or services will not exceed the amount the customer actually paid.
If a bundle is partially delivered or partially used, any approved refund may be reduced by the regular or stated value of the products or services already delivered.
Promotional offers, free resources, complimentary services, referral incentives, and giveaway items have no cash-refund value.
Subscriptions and Recurring Services
If Community Glow introduces a subscription, membership, or automatically renewing service, the renewal terms, billing frequency, price, and cancellation instructions will be disclosed before enrollment.
Customers will be able to cancel using the method identified during enrollment and as required by applicable law.
Cancellation will stop future renewal charges but will not ordinarily create a refund for a billing period that has already begun, unless otherwise stated or required by law.
Duplicate or Unauthorized Charges
If you believe you were charged more than once or did not authorize a charge, contact Community Glow promptly at:
hello@communityglowseniors.online
Include:
Your name
The email address used for the purchase
The purchase date
The amount charged
The order or invoice number, if available
A brief explanation of the issue
Do not send complete payment-card numbers, banking credentials, passwords, Social Security numbers, or other unnecessary sensitive information by email.
Requesting a Cancellation or Refund
All cancellation and refund requests must be submitted by email to:
hello@communityglowseniors.online
The request should include:
The customer’s full name
The email address used for the purchase
The product or service purchased
The purchase date
The appointment date, if applicable
The order or invoice number, if available
The reason for the request
Community Glow may request additional information reasonably necessary to verify the purchase and review the request.
Submitting a request does not guarantee that a refund will be approved.
Refund Processing
Approved refunds will be returned to the original payment method whenever reasonably possible.
Community Glow will generally initiate an approved refund within seven business days after approval. The bank, card issuer, or payment processor may require additional time to post the funds to the customer’s account.
Community Glow is not responsible for processing delays caused by a bank, payment-card issuer, or payment processor.
If the original payment method is unavailable, Community Glow will determine an appropriate lawful alternative after verifying the customer’s identity and purchase.
Payment Disputes
Customers are encouraged to contact Community Glow before initiating a payment dispute so we have an opportunity to review and resolve the concern.
This request does not limit a customer’s lawful right to dispute an unauthorized or incorrect charge through a bank, payment-card issuer, payment processor, consumer-protection agency, or other appropriate channel.
Community Glow may provide applicable order records, communications, delivery confirmations, service records, and policy acknowledgments when responding to a payment dispute.
Changes to This Policy
Community Glow may update this Refund & Cancellation Policy when our products, services, purchasing systems, or legal obligations change.
The updated policy will be posted on this page with a revised effective date.
The policy in effect on the date of purchase will generally apply to that purchase unless applicable law requires otherwise.
Contact Information
For questions, cancellations, or refund requests, contact:
Community Glow Senior Placement & Resource Services™
Email: hello@communityglowseniors.online
Website: communityglowseniors.online