What is your Cancellation and Rescheduling Policy?

Once your order is placed, you may only make service changes, service appointment changes or cancellations by phone at +1 408 839 9298 or chat with our Customer Support Team Executives on the website. 

For service cancellations or to reschedule your appointment, please make sure to contact us at least 12 hours before your appointment. If you fail to cancel your appointment before our Technician's arrival or if no adult is present at the service location, you may be charged a $50 “Failed Service Appointment Fee” to the payment information on file.

At QuickGenie, we value your time—and ours. When you book an appointment, we reserve that time specifically for you, and our technicians prepare accordingly. Late cancellations or last-minute rescheduling can disrupt our operations and affect other customers.

To ensure fairness for all clients and technicians, please review our updated policy below:

1. Cancellations

• 24+ hours in advance:
  ✅ No charge – We understand plans can change.
• Less than 24 hours before appointment:
  ⚠️ $50 cancellation fee – Helps cover lost technician time.
• Less than 3 hours before appointment or a no-show:
  ⚠️ Charged 50% of the estimated service cost – Our technician was already en route or scheduled exclusively for your job.

2. Rescheduling

• Up to 3 hours before the appointment:
  ✅ No charge – We’ll gladly move your booking.
• Within 3 hours of your scheduled time:
  ⚠️ $25 rescheduling fee – Helps us accommodate last-minute changes.

3. Repeat Reschedules or Cancellations

• If a client reschedules or cancels more than twice consecutively, a non-refundable $50 deposit may be required to book future appointments. This will be applied toward the final service invoice.

4. Emergency Exceptions

We understand that emergencies happen. If you’ve experienced a true emergency (e.g., medical, accident, family crisis), we may waive cancellation fees at our discretion. Please contact us as soon as possible to explain the situation.

5. How to Cancel or Reschedule

Please notify us as early as possible through any of the following methods:

• 📞 Call or Text: +1 (408) 839-9298
• 💬 Live Chat: quickgenie.store
• 📧 Email: [email protected]

6. Appointment Windows & Technician Delays

At QuickGenie, we strive to be on time for every appointment. However, due to the unpredictable nature of technical service work, delays can occasionally occur — especially when a technician needs extra time to resolve a complex issue at a prior job.

• Appointment times are scheduled as time windows (e.g., 4:00 PM – 5:00 PM), not exact times.
  This allows us to handle each job with care and ensure quality service.
• In the event of a delay caused by a prior job, traffic delays, road accidents, or other uncontrollable circumstances, we will notify you as soon as possible and keep you informed.
• If a delay extends beyond your scheduled window and we are unable to reach you or reschedule within a reasonable time, you will not be charged any late cancellation or rescheduling fees.

We appreciate your understanding and patience as we work to serve every customer with attention and professionalism.

✅ Applicability

This policy applies to all service appointments, including both on-site (in-home or business visits) and in-store visits at our Santa Clara location. Booking any appointment with QuickGenie confirms your acceptance of these terms.

Why This Policy Matters

When you cancel or miss your appointment without notice:

• Our technicians lose valuable time and income.
• Other clients waiting for service are delayed.
• Our operational costs increase.
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Thank you for respecting our time and helping us serve you better.