1. Introduction

 

Brief Overview of the Policy
Welcome to The Genie's Refunds and Cancellations Policy. This policy outlines the procedures and guidelines for canceling orders and requesting refunds. Understanding this policy helps ensure a smooth and satisfactory experience with our services.

Importance of Understanding the Policy
We encourage our users to carefully read and understand this policy. By placing an order through The Genie, you agree to the terms outlined herein.
 

2. Order Cancellation

 

Cancellation by User
Conditions for Cancellation: Users may cancel their order without any charge before the merchant has accepted the order. Post acceptance, cancellation is not possible.
Time Frame for Cancellation: Cancellation requests must be made promptly and prior to the merchant’s acceptance notification.

Cancellation by The Genie or Merchant
Reasons for Cancellation: Orders may be canceled by The Genie or the merchant due to reasons such as item unavailability, operational difficulties, or unforeseen circumstances.
Notification Process for Cancellation: In such events, users will be notified immediately through the app or via email, and will not incur any charges.
 

3. Refund Policy

 

Eligibility Criteria for Refunds
Conditions for Refunds: Refunds are processed if there is a proven issue with the order, such as incorrect or missing items, or if the order is preemptively canceled by the merchant or The Genie.
Specific Scenarios: Detailed examples of eligible refund scenarios will be provided.
 

Refund Process
Steps to Request a Refund: To request a refund, contact The Genie's customer support with your order details and the reason for the request.
Refund Documentation: In certain cases, evidences such as pictures or descriptions of the issue may be required. 
 

4. Refund Time Frame and Method

 

Time Frame for Processing Refunds
Refunds are typically processed within 48 hours of the refund request being approved. However, the actual credit to your account may vary depending on your bank or payment service provider.
 

Method of Refund
Refunds will be credited back to the original method of payment. In cases where this is not feasible, alternative arrangements will be communicated and agreed upon with the user.
 

Special Circumstances
In certain exceptional cases, such as network delays or banking issues, the refund process may take longer. Users will be kept informed of the status of their refund.
 

5. Non-Refundable Scenarios

 

Situations Where Refunds are Not Available
Orders cannot be refunded once the merchant has accepted them, except in cases where the order could not be completed due to factors beyond the user's control.
 

Explanation of Non-Refundable Charges
Additional charges such as delivery fees or convenience fees are typically non-refundable, unless the order is canceled due to an error or failure on the part of The Genie or the merchant.
 

6. Dispute Resolution

 

Process for Disputing Refund Decisions
If you disagree with a refund decision, you may contact our customer service team to raise a dispute. The dispute will be reviewed, and a decision will be communicated within a specified timeframe.
 

Contact Details for Raising Disputes:
Disputes can be raised through the following channels:
Email: getintouch@thegenie.co.in 
Postal Address: No.32, Arcot Road, Virugambakkam, Chennai - 600092, India
 

7. Amendments to the Refunds and Cancellations Policy

​

Procedure for Updating the Policy
The Genie reserves the right to update or modify this Refunds and Cancellations Policy at any time. Such changes will be effective immediately upon posting on our platform or communicating to users through appropriate channels.
 

User's Responsibility to Stay Informed
We encourage users to regularly review this policy to stay informed about their rights and obligations. Continued use of The Genie’s services after any changes signifies acceptance of the revised policy.
 

8. Contact Information

 

Details for Customer Support for Refunds and Cancellations
For any queries or assistance related to refunds and cancellations, please reach out to our customer support team.

 

Contact details are as follows: 
Email: support@thegenie.co.in 
Phone: +91 8667211896
Address: No.32, Arcot Road, Virugambakkam, Chennai - 600092, India

 

9. Conclusion

 

Summary of the Policy
This policy serves as a comprehensive guide for our users regarding the cancellation of orders and the process for obtaining refunds. It is designed to ensure transparency and fairness in all transactions."
 

Affirmation of User's Understanding and Acceptance
By using The Genie’s services, users acknowledge that they have read, understood, and agreed to the terms and conditions set forth in this Refunds and Cancellations Policy.