Refund Policy

Overview

This Refund Policy applies to paid specialist sessions purchased on It's Genie Assist. Browsing the directory and using official brand contacts is always free — this policy covers only our optional paid help.

Our pricing

• Standard session — $29 USD, one-time.
• Urgent priority session — $79 USD, one-time.
• Returning-customer follow-up — $20 USD (30% off the Standard session).

Urgent 15-minute response guarantee

If you purchase an Urgent session and no specialist responds to your chat within 15 minutes of your payment, you are automatically refunded in full — you do not need to ask. The refund is issued to your original payment method and typically appears within a few business days.

Standard and follow-up sessions

If we are unable to assist you, or a specialist does not engage with your request, contact us and we will refund your payment. If you are not satisfied with the help you received, let us know within 7 days of your session and we will review your request in good faith.

What we cannot control

Our specialists guide you to and through a brand's official support. We cannot guarantee a specific decision, resolution, or timeline from a third-party brand, and outcomes determined solely by a brand are outside the scope of a refund. What we do guarantee is that a specialist will engage with your request as described.

How to request a refund

Email support@itsgenieassist.com or use our contact page with the email address you used at checkout and a brief description of the issue. Automatic refunds (such as the Urgent guarantee) require no action from you.

Processing time

Approved refunds are returned to your original payment method via Stripe. Depending on your bank or card issuer, it may take several business days for the funds to appear.

Chargebacks

If you have a concern about a charge, please contact us first — we can almost always resolve it quickly. Filing a chargeback without contacting us may delay resolution.