Cancellation Policy for Clients

Cancellation Policy for Clients

This article covers two types of cancellations: task cancellations and interview meeting cancellations. Each has its own rules.

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Task Cancellations

Note: The specific steps for cancelling a task (e.g., a "Cancel Task" button flow) and the exact credit refund mechanics per scenario are not confirmed in our current system documentation. The information below reflects what the platform is designed to support — your Project Coordinator can walk you through the exact process for your situation.

Before a Genie Starts Work

If no billable hours have been logged and no deliverables have been submitted, unused credits reserved for that task should be returned to your account.

After Work Has Begun

If a Genie has already started:

• Credits will be deducted for hours worked up to the point of cancellation.
• Any remaining unused credits should be returned to your account.
• If the Genie underperformed or failed to deliver, you can request cancellation with supporting evidence. Your Project Coordinator will investigate, present findings to both parties, and recommend a course of action.

Disputes Tied to Cancellations

If you and your Genie disagree about work completed before or after cancellation, the standard dispute resolution process applies. The Coordinator and Project Manager will gather information from both sides and determine the fairest resolution.

If a dispute is raised within the 7-day review window after a task is marked complete, credits are held until the dispute is resolved.

Impact on Your Account

Cancellations affect a Genie's schedule and income. Cancel only when necessary. Repeated cancellations without valid cause may impact your ability to post future tasks.

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Interview Meeting Cancellations

You can cancel a scheduled interview meeting directly from the meeting lobby — but only if the meeting is more than 3 hours away from the scheduled time.

How It Works

1. Open the meeting lobby for your scheduled interview.
2. Click the Cancel button.
   • If the meeting is more than 3 hours away, the button is active.
   • If the meeting is less than 3 hours away, the button is disabled and you'll see a message that cancellation is no longer allowed at that point.
3. A confirmation pop-up will appear — confirm to proceed.
4. Once cancelled:
   • Both you and the Genie receive in-app and email notifications confirming the cancellation.
   • The original meeting link becomes invalid immediately.

Rescheduling Instead of Cancelling

The same 3-hour threshold applies to rescheduling. If you want to move a meeting rather than cancel it outright, the new schedule must fall within both your and the Genie's available time slots, and within the task's date range.

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Subscription Cancellations / Downgrades

If you want to cancel or downgrade your subscription plan:

• A downgrade takes effect at the next billing cycle — you keep your current plan's access and credits until then.
• If you change your mind after requesting a downgrade, you can upgrade again before the next billing cycle and the system will override the downgrade request.
• You'll receive a confirmation email with the effective date and adjusted invoice details.

For subscription questions, reach out via the chat icon in your dashboard or email support@remotegenies.com.