Effective Date: August 5, 2026
This policy explains how cancellations, rescheduling, missed appointments, installer issues, scope changes, and fees are handled so you know what to expect. If you need to cancel or reschedule, or have an issue with your installation, please contact Install Genie as soon as possible so we can help resolve it quickly.
1. Install Genie’s Role
Install Genie coordinates installation services performed by independent third-party installers. We do not perform installations or sell products. When you purchase an installation through Install Genie, you are paying an install price for coordination, scheduling, and payment facilitation — not for the direct performance of installation services.
For purposes of this policy, a “resolution” means that Install Genie has taken steps consistent with this policy to address the situation, which may include coordination, rescheduling, presenting the installation opportunity to one or more independent installers, closing the installation, or, where an amount has been charged, issuing a refund, as appropriate. Install Genie will make reasonable efforts to facilitate an appropriate outcome under this policy. Any coordination, rescheduling, reassignment, or refund provided by Install Genie is part of its coordination services and does not constitute an admission of fault or responsibility for installation services. Installation services are performed by independent installers and are not guaranteed, and Install Genie does not guarantee any specific outcome or completion of installation services. Install Genie does not guarantee that installation services will be scheduled or completed within a specific timeframe.
2. When You Are Charged
Install Genie keeps a payment method on file. The install price is charged upon completion of the installation. Rescheduling fees are charged together with the install price upon completion.
Cancellation fees are charged when the cancellation is confirmed, or 30 days after the scheduled appointment date if the installation has not been rescheduled to a date within that period. Install Genie may extend this period where rescheduling is documented as in progress.
Because nothing is charged in advance, there is usually nothing to refund when an installation is cancelled or closed. Where a refund does apply, it is handled under Section 7.
3. Cancellation and Rescheduling Fees
The following fees apply to cancellations and rescheduling requests.
| Condition | Reschedule | Cancel |
|---|---|---|
| 72+ hours before appointment | $0 | $0 |
| Less than 72 hours before appointment | $0 first time, then $99 | $299 |
| Installer travels but the job can’t proceed | $0 first time, then $299 | $299 |
| Installer no-show, unprepared, or unable to attend | $0 | $0 |
Which fee applies
Fees are determined by when Install Genie receives your cancel or reschedule request. Requests are received between 9:00 AM and 5:00 PM Central Time. A request received outside those hours is treated as received at 5:01 PM Central Time on the most recent day business hours were open.
Once the installer has departed, a cancellation or rescheduling request is charged as though the installer traveled and the job could not proceed. “Departed” means the installer has begun travel to the service location, established by the installer’s notification to Install Genie or, if none is recorded, 1 hour before the scheduled appointment start time.
When a visit can’t proceed
This includes a site that isn’t ready, a customer who isn’t present, missing or damaged parts, and unsafe site conditions. Your install price is designed to cover up to two service visits, so where the condition can be corrected, Install Genie will help coordinate a return visit at no charge and the work can continue. Where it cannot — including where a customer declines a revised installation request — Install Genie closes the installation request and the $299 cancellation fee applies.
A failed visit caused by the installer does not consume the included first visit. Follow-up visits that occur after work has begun, or visits that are part of completing the same installation, are not treated as cancellations or missed appointments.
Weather
Where weather prevents a scheduled outdoor installation from proceeding, Install Genie may waive applicable cancellation or rescheduling fees. Install Genie determines whether weather conditions warrant a waiver, may request additional information, and may review weather data, forecasts, or reports from any source it considers appropriate. Where the installer has already departed, the visit is treated under the terms of this Section 3 applicable to a visit where the installer travels and the job cannot proceed.
How fees are applied
Fees are in addition to the install price; a rescheduled installation is still charged in full upon completion. “First time” is counted per installation request, and late reschedules and failed visits are counted separately. Each late rescheduling request after the first is charged. Total fees for a single installation request will not exceed $299.
These fees reflect coordination already performed and installer time that was reserved and, where applicable, dispatched.
4. Installer-Related Issues
If an installation can’t move forward because of an installer issue — such as a no-show, arriving late without notice, arriving unprepared for the accepted work, lacking the required tools or equipment, not bringing a sufficient number of qualified personnel, failing to follow safety or platform requirements, or otherwise being unable or unwilling to perform the accepted scope of work — that visit will not count against your install price and no fee applies.
In these situations, Install Genie will review the issue and determine an appropriate resolution under this policy, which may include presenting the opportunity to a different installer, rescheduling the visit, or closing the installation request at no charge, depending on the circumstances. If an issue is caused by the installer, it will not reduce or consume your included service visits.
5. Safety, Damage, or Serious Issues
If an installation is stopped or can’t continue due to safety concerns, property damage, or other serious issues, Install Genie will pause the installation and review the situation to determine an appropriate resolution under this policy before moving forward. Depending on the circumstances, this may result in rescheduling, presenting the opportunity to a different installer, or closing the installation request.
Installers exercise independent judgment regarding site safety. Where an installer travels to the service location and determines that conditions are unsafe, the visit is treated under Section 3.
Install Genie may also require additional information, such as photos or written details, to help determine the appropriate next steps, and may request or rely on photos or videos of the installation to evaluate reported issues.
6. Changes to Scope
Differences between the original request and actual site conditions do not constitute a service failure.
If a difference affects scope, parts, materials, components, labor, installation method, complexity, or pricing, work is paused and Install Genie will issue a revised installation request reflecting the updated scope and pricing, applied per Install Genie’s published rates where applicable. The revised installation request is sent as a revised invoice. The customer must approve the revised installation request before any additional work proceeds. Approval may be given by text message or email. No payment is required before work resumes; the card on file is charged upon completion.
This includes optional services or add-ons selected at the time of booking where actual site conditions indicate additional work is required.
If the customer declines to approve the revised installation request, the installation request is closed and no further work will proceed. Declining is not a service failure. Because the installer traveled to the service location, the fee shown in Section 3 applies.
7. Refunds
Where an amount has been charged and a refund is determined to be appropriate under this policy, the refund will be issued to the original form of payment used at checkout and is typically processed within 5–10 business days, depending on your payment provider.
Refunds are not guaranteed and are determined based on timing, scope accuracy, installer commitment, and the specific circumstances of the installation.
8. No Precedent
Decisions made in one situation do not set a precedent for future installations. Install Genie reviews each situation and determines the appropriate resolution under this policy.
9. Time Limit for Claims
Any claim related to an installation request must be brought within the time limitations set forth in the Terms of Service.
