1. What is HomeGenie and who is a Genie?

HomeGenie is a one-stop on-demand home maintenance services aggregator connecting customers with verified and trusted service company “professionals”, and vice versa. We exist to make the end—to-end home maintenance services process and experience simple, reliable and affordable, while creating win-win-win solutions for customers and service companies, and its’ professionals, also referred to as Genie.

HomeGenie Services are available using our website, iOS and mobile apps.

2. What all services does HomeGenie offer?

HomeGenie offers over 100+ home maintenance services within the following service categories - AC, Plumbing, Electrical, Masonry, Carpentry, Handyman, Cleaning, Specialized Cleaning, Pest Control, Appliances, Gardening, Electronics, Gardening, Pool and more.

For more details, kindly visit http://www.homegenie.com/services/.

3. How do I book a HomeGenie service?

Customers can book a HomeGenie service using the following methods –

  • Book from our website (www.homegenie.com)
  • Use HomeGenie iOS and Android mobile apps

We recommend downloading and using our Android and iOS (coming soon) mobile apps, for the best user end-to-end experience and availing special in app discounts and offers.

4. Do we have an Emergency Service?

Yes. We do have an Emergency Service providing services within 2 hours. The service is available 24x7 and with an additional Emergency charges. Only limited services are provided as Emergency Services. Look for on the website or mobile apps to book an Emergency Service.

5. Can I schedule a HomeGenie service for a later date/time?

Customers can book a Scheduled Service (> 24 hours) offered during standard office hours (8 am to 6 pm) on all working days from Sat to Thu. Such bookings can be scheduled for up to a month in advance. Scheduled Services are also offered at the best price with HomeGenie.

NOTE: Not all HomeGenie services are and can be offered as Emergency due to building or community security restrictions and regulatory restrictions, within your city.

6. Are the services available after office hours or Friday or Public Holiday?

Yes. Our Scheduled Services are offered on Friday or Public Holidays. You can click on button on the website or mobile app to book an Emergency Service in Dubai.

NOTE: Not all HomeGenie services are and can be offered as Emergency due to building or community security restrictions and regulatory restrictions, within your city.

7. I saw Same Day Service on the website and mobile app. What is it?

We also offer Same Day Services, for anyone who is flexible on the timing but wants the Service within the day but not necessarily at Emergency Services price. The same day service does not come with a fixed arrival time commitment but with earliest availability option, within office hours (8 am to 6 pm) on the same day, possibility. You can click on button on the website or mobile app, to book a Same Day Service. Also, note the Same Day service can only be booked before 12 noon.

8. Does HomeGenie offer contracts?

We have not started offering contracts but will be doing so very soon. So stay tuned!

9. How does HomeGenie ensure best price?

Services, unlike products, are more complicated and unfortunately require an inspection or basic survey to determine the price, and cannot be always be offered at a fixed price. On most instances, therefore, after a service is booked, the assigned Genie visits your location to inspect the issue or survey your requirement and provide you with the best cost and day/time estimate for your approval. HomeGenie regularly conducts independent price verification checks and market benchmarks to ensure customers are not overcharged.

10. How is the price of the HomeGenie service estimated?

Services which require an inspection have a Call-Out charge which is a minimum labor cost for our service professional(s) to visit your location for an inspection. Once the inspection is completed, an estimated bill (broken down into labor and materials/parts cost) is shared with the customer (on email, website and mobile app) for approval.

  • If the customer approves the estimate, the Total Amount, equal to the Estimate Bill Amount which includes the Call-Out Charges and estimate to complete the service, is billed to a customer, upon completion of the service.
  • If the customer rejects the estimate, the Total Amount equal to the Call Out charge is billed to the customer.

For fixed price service, there is just a Service Charge.

Please refer our pricing policy on http://www.homegenie.com/pricing-policies/

11. Where can I find pricing and service details for a particular service, at the time of booking the service?

You can find the pricing and service details on our website, on individual service pages. Additionally, you could click on the following buttons on the mobile app to view service details, before confirming a booking.

  • view the pricing details; and
  • service details, providing what’s included and notes on a service.

12. How does HomeGenie ensure quality?

We identify, vet and select only quality home maintenance service companies and their professionals within your city to become HomeGenie Trusted Partners. Our Partners share with us a common vision, core-values and commitment towards bringing a change in the home maintenance industry. We work directly with their service professionals, enable them with the state-of-the art tools and train them on interpersonal skills before getting them on-board as a ‘Genie’, and sending them to our customers. The Genies are rated on every job and only the best continue working with HomeGenie.

13. Can I have the same service professional on my next booking?

Certainly. If you like the service professional who just finished a service for you, do rate him and click on . At the time of your next booking, click on favorite-icon the Book screen, to request a saved favorite to attend the requested service on the next visit and we will try our best to ensure you get your favorite. If the same service professional is not available due to prior booked schedule, we ensure that only the best trained service professionals are assigned to your booking.

14. Please explain the HomeGenie 15 Day Service Warranty

For every service we deliver, we offer a 15-day service warranty which means that if what we fixed is reported faulty again within 7 calendar days, we will come back and try to fix it for free. If, however, the issue comes up again and reported within the next 7 calendar days, we will give your money you paid for the labor charges back, no questions asked. An additional day is for us to visit and investigate the issue. In case the issue is with the parts and materials, any return on that will be dependent on the warranty that comes from the supplier. Generally parts do not come with a warranty when bought standalone. Also, HomeGenie Service Warranty is for repair and installation jobs only.

15. How can I reach my assigned Genie after he has been assigned to me?

Once a Genie has been assigned to a customer, a customer can call the Supervisor of the Genie by clicking on the button. This avoids the hassle of saving numbers for a professional every time you take a home maintenance service. There is no direct calling enabled between the Genie and the customer.

16. Can I cancel a HomeGenie booking?

To cancel a HomeGenie booking, a customer needs to either call or cancel the booking from the app, by clicking on the button

For details on cancellation policy, please refer our pricing policy on http://www.homegenie.com/pricing-policies/

17. Can I reschedule a HomeGenie booking?

You can reschedule a HomeGenie service, following a discussion with the assigned Supervisor of the Genie.

18. How and when do I pay for a HomeGenie service?

You can pay for a service by a credit card/ debit card, account transfer or in cash upon completion of your job or as advance if the job requires an advance payment. Advance payment is generally required for jobs which need procurement of parts and materials.

19. How can I get a refund for my service?

You will need to raise a complaint by calling us, writing to us or submitting through the mobile app with your JOBID and we would do the needful.

20. How can I leave feedback or raise a complaint?

As a HomeGenie customer, you could rate and write a feedback for a service you received right from the mobile app. Alternately, you could call or write to us on any of our contact details or Support Menu item on the mobile app.

21. Where can I find HomeGenie terms and conditions for a customer?

It is important for our customer to familiarize themselves with HomeGenie terms and conditions, before using our service. We continuously update our policy and send out updates to our customers on the same.

Please find our detailed terms of use on http://www.homegenie.com/term-of-use/