Customers FAQ

Download the app EmerGenie available in the app store, you can select the trade needed and the app will find the most local available trade genie for you.

There is another option within the app to look at the local available Genies and choose one, the app will also highlight companies you’ve used in the past.

Yes, once booked you are able to call the Genie and they can call you via the app and finalise any details or answer any questions you may have.

We have completed full research of competitor research and have listed our competitive rates here;  https://www.emergenie.co.uk/emergenie-our-prices/

The Genie will take your payment via card or cash, this may be before they or after they attend.  They will charge you the same fee as per our price list.

Genies are independent businesses that charge based on their business VAT registration status.  EmerGenie prices are not inclusive of VAT.

The Genie will be able to provide an invoice for the work completed, please do request this on the day the work is completed, otherwise you may be able to request this via the app using the messaging facility.

The EmerGenie team check Genie qualifications, personal compliance checks, company compliance checks, we complete independent research of each Genies past customer work and reviews.  All Genies must have a minimum of £2 million in public liability insurance.  All Genies agree to our terms of service.

The EmerGenie app has been developed to help customers that need help quickly.  Genies will be rushing to get to your emergency, it’s very hard for them to plan their days if they are booked quickly and cancelled.  Genies will sometimes call to take an up front payment or deposit before travelling to your emergency.   We respect things change and therefore may need to add a cancellation charge if a booked job is cancelled.

Genies will attend to make your situation safe and will recommend any further works that are needed.  They will advise of the costs of completing the work and its your decision to go ahead or not.  This can be booked via the app up to 2 weeks in advance with the same Genie or with a different Genie.

We have launched the app in London and within the M25, more areas will follow soon.  Genies can be very busy and we recommend looking for a later time if you don’t find someone straight away.  Do give as much information about the work as possible, we provide an option for a photo to be added.  If you still aren’t able to find someone, we would love to hear from you so we can help you.

As you book, the app will do the work for you to find a local Genie, if there isn’t anyone available, you should be notified and we suggest choosing another time to book.  We are working hard to add more Genies all the time.  On the rare occasion something may have gone wrong for the Genie, but they should let you know if they can no longer make it or need to come at a later time.  Please contact us with any concerns, feedback or additional help you need.  We are really keen to help customers the best we can and want the opportunity to resolve your issues.

As the call outs are emergency call outs, they will be on their way to you as soon as you input your job into the app, a new time can be scheduled but there may be a charge to cover the Genies travel and time.

The EmerGenie app has been developed to help customers that need help quickly.  Genies will be rushing to get to your emergency, it’s very hard for them to plan their days if they are booked quickly and cancelled.  Genies will sometimes call to take an up front payment or deposit before travelling to your emergency.   We respect things change and therefore may need to add a cancellation charge if a booked job is cancelled.

We have hand selected the Genies that are trustworthy and have careful vetted them all.  So we are confident they are able to complete the works to a high standard, however sometimes things can go wrong.  The nature of Emergency fixing can be a temporary fix is put in place, with further works needed to scheduled with more parts.  Via the app you are able to contact the Genie to request a revisit.  If you need another call out to complete works, this can be booked via the app up to 2 weeks ahead of schedule.  If you have any problems please do contact us;

Because it is usual for Genies to be the first to attend, they may only have commonly used parts to repair the problem straight away making sure you are safe.  Additional parts will be needed and a return to fit to get a more permanent fix.  The Genie should advise you what type of fix they are able to provide at the time.  A charge will still apply for their attendance, even if you choose not to accept their fix or advice.  For example there are many types of boilers all with their own differing parts, so one would need to be ordered once the Genie knows what is needed.  If you need more information about this, please do contact us.

We appreciate that you may need our help with a situation, so we welcome your email:

We will acknowledge your complaint within 24 hours, we will need longer to investigate it further and will respond to you with updates.

We will be happy to assist you with any queries, do get in contact.

If you have an emergency please call us directly on  24 hours per day.