Cancellation Policy

At Call Genie, we value your time and strive to provide you with the best service experience. To ensure smooth operations for both our customers and service providers, we have outlined the following cancellation policy.

Cancellation Policy (Customers)

Cancellation Window	Cancellation Fee
More than 2 hours before the scheduled booking	Free of charge
Less than 2 hours before the scheduled booking	50% of the booking value
After the scheduled start time	100% of the booking value

Important Notes

Rescheduling is free if done more than 2 hours before the scheduled booking.
If the customer is not present or not reachable at the service location within 15 minutes of the scheduled time, the booking will be considered a no-show, and 100% of the booking value will be charged.
Bundles and subscriptions may follow different cancellation terms, since they are offered at discounted rates. The applicable cancellation percentage for a bundle or subscription is shown on its details page at the time of booking.

Cancellation by Service Providers

If a service provider cancels your booking or doesn't show up, Call Genie will make every effort to reassign or reschedule the service with another available provider as quickly as possible. If you'd prefer a refund instead, the booking will be marked as cancelled and the refund credited to your Wallet by default. If you'd rather have it refunded to your original payment method, let us know and we'll initiate that for you.

Modifications to Bookings

Customers can modify their bookings up to 2 hours before the service time without additional charges, subject to provider availability.

Refunds & Wallet Credits

Wallet credit by default. When a booking is cancelled under the terms above, the eligible amount is credited straight to your CallGenie Wallet — usually within 1 hour of the cancellation being processed. Wallet credit does not currently expire.
Any payment method, same process. Whether you originally paid by card or wallet, cancellations are refunded as wallet credit, ready to use on any future booking across all services.
Prefer a refund to your original payment method? Contact our support team and we'll initiate the refund to your card or original source, which will be processed within 5–10 business days. Applicable transaction or payment processing fees may be deducted from the refunded amount.

Emergencies and Exceptional Circumstances

In case of unavoidable emergencies (e.g., illness, natural disasters), customers or service providers can contact our support team. Call Genie will evaluate such cases on a priority basis and may waive cancellation fees at its discretion.

Disputes and Resolutions

If there are disputes regarding cancellations or charges, customers can contact Call Genie's support team within 48 hours of the incident for review.

Contact Support

For cancellations or further assistance, please reach out to our customer support team via:

✆ WhatsApp: +971 507490342

@ Email: [email protected]