Warranty

Warranty Policy

We, at HomeGenie, have got you covered!

When a User avails a Services using the HomeGenie Platform, the quality and performance of the Service is covered for a fixed period under a warranty governed by this HomeGenie Warranty Policy. The Service warranty covers the cost of repair or rectification of the Service if the Service fails to meet the reasonable and standard level of Service promised to the User. The period of the Service warranty is dependent on the Service and informed to the User either at the time of the booking or cost estimation of the Service, based on the inspection or survey conducted by the Service Delivery Partner.

A User can raise a complete, self-explanatory and valid Service warranty claim if all the pre-requisites relating to warranty obligations are established by the User, before the expiry of the warranty period, failing which the warranty claim will not be considered, accepted or processed.

The Users should ensure that a Service warranty claim fulfils the following pre-requisites before it is reported to a HomeGenie Company representative.
  • The Service was performed directly through the HomeGenie Platform and has a valid JOBID, has been completed by a Service Delivery Partner and paid by the User.
  • The Service performed is within the scope of Services performed by Service Delivery Partner as mentioned
    • in the booking screen on the website, mobile app or confirmation email for fixed price Service; and
    • in the estimate or invoice for the Service, for inspection and Survey based Service
  • The Service invoice or receipt generated from the HomeGenie Platform sent to the User on an email specifying the warranty information.
  • The Service completion date was not beyond the warranty expiry period specified in the warranty information; and
  • The Service was booked by the same User who has raised the Service warranty claim.
At any stage of the warranty claim process, the complaint can be deemed invalid if the following conditions are observed.
  • Incomplete, tampered or loss of documentation related to the Service
  • Warranty of the parts, materials or consumables is not valid.
  • Defect or damage arising as a result of improper use by the User, relating to the Service rendered.
  • Attempted repair by another unauthorized professional; and
  • Service was completed in the approved absence of the User

The below process is to followed from raising a Service warranty claim to implementation of the final resolution option.

  • Step 1: The User should raise a Service warranty claim with our Customer Experience Team on [email protected] or call on +971 800443643 (HGENIE) and provide all necessary details and documentation regarding the Service e.g., JOBID, Invoice, etc. and any additional documentation to support the complaint.
  • Step 2: Once all the requirements of the Service warranty claim are fulfilled, the Customer Experience Team will create a complaint and assign it to a Service Delivery Partner, preferably the one who delivered the Service originally, to inspect and diagnose the issue by a visit, call or message, as deemed necessary.
  • Step 3: Once the diagnosis is completed, the team will first attempt to resolve the issue with a visit or provide a summary report on the possible root cause and solution options to resolve the issue along with any costs associated with the resolution. This report will be shared with the User, however, the decision of the Company will deem final.
  • Step 4: Based on the recommended solution option, and if the claim is approved by the Company, all labour costs will be covered for the resolution provided by the Service Delivery Partner, however, any parts used during the original Service, which are not covered by original manufacturer warranty will be borne by the User.
  • Step 5:User can follow-up the status of their warranty claim resolution using their Complaint ID with our Customer Experience Team on [email protected] or call on +971 800443643 (HGENIE) during normal Company working days and hours are SAT-THU from 8 AM to 8 PM, except for public holidays.
We aim to close all warranty claims within 10-15 calendar days. However, kindly note that the resolution can take more time if there are any issues with availability of parts or materials.