Effective Date: May 2, 2026
This policy explains how cancellations, missed appointments, installer issues, and refunds are handled so you know what to expect. If you need to cancel 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 issuing a refund, as appropriate. Refunds are not guaranteed and are determined based on timing, scope accuracy, installer commitment, and the specific circumstances of the installation. 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. Cancellations by the Customer
If you cancel your installation 72 hours or more before the scheduled service time shown in your confirmation, no cancellation fee applies. Your install price may be refunded or applied as a credit toward a future installation.
If you cancel your installation less than 72 hours before the scheduled service time shown in your confirmation, the cancellation is treated as a late cancellation. A cancellation fee applies, and all or part of the install price may be retained to reflect coordination already performed and installer time that was reserved.
If an installer arrives at the service location and the customer cancels, refuses service, or prevents the installation from proceeding, the installation will be treated as an onsite cancellation. In such cases, up to the full install price may be retained to reflect coordination performed and installer time that was reserved and dispatched.
3. Missed Appointments
Your install price is designed to cover up to two service visits. If an installer arrives at the scheduled time but can’t begin work because the site isn’t ready, parts are missing or delayed, access isn’t available, or the customer isn’t present, that visit counts as one of the included service visits. This is because the installer’s time was reserved and Install Genie had already coordinated the appointment. Once the issue is fixed, Install Genie can help coordinate one additional service visit under the same installation so the work can continue, so long as the total number of service visits does not exceed the two visits included with the install price. 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. If the installation still can’t reasonably move forward after the included service visits, a new installation booking may be required.
Missed appointments caused by the customer may be treated as a late cancellation under this policy depending on the circumstances.
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. 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 issuing a refund, depending on the circumstances. If an issue is caused by the installer, it will not reduce or consume your included service visits, and Install Genie will address the issue in accordance with this policy.
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 what happened, this may result in rescheduling, presenting the opportunity to a different Installer, cancellation of the installation, or a refund. Install Genie may also require additional information, such as photos or written details, to help determine the appropriate next steps. Install Genie may request or rely on photos or videos of the installation to evaluate reported issues and determine an appropriate resolution under this policy.
6. Changes
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, the original installation request will be paused or closed and will not be modified on-site. Install Genie will issue a new installation request reflecting the updated scope and pricing. The customer must review, approve, and complete payment for the new installation request before any additional work proceeds. The original installation request and any subsequent installation request are treated as separate transactions. This includes optional services or add-ons selected at the time of booking where actual site conditions or installer assessment indicate additional work is required.
If the customer declines to approve the revised installation request, the original installation request will be closed and no further work will proceed. In such cases, the original installation request is not considered a service failure. Refunds are not guaranteed and will be determined in accordance with this policy, including consideration of timing (including cancellations within 72 hours of the scheduled service), coordination performed, and installer time reserved or dispatched.
7. Refund Timing
Any approved 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.
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.
