🧾 Genie ISP – Purchase Options Cancellation Policy

✨ Clear, written cancellation rules to protect both you and Genie ISP. Last Updated: June 29, 2025

✉️ Written Cancellation Requests Required

All cancellation requests for Genie ISP internet service, subscriptions, recurring billing, or service-related accounts must be submitted in writing.

📧 Email is the only accepted cancellation method:
billing@genieisp.com

Cancellation requests made by phone calls, voicemails, text messages, live chat, social media messages, or in-person conversations are not valid and will not be processed.

This written request requirement exists to ensure a verifiable record of the cancellation request and to protect both the customer and Genie ISP.

📅 Effective Date of Cancellation

Cancellations take effect only after the written request has been received and confirmed by Genie ISP’s billing department.

All Genie ISP services are prepaid. Once a payment has been applied to an account, the service period is considered active and cannot be refunded.

Customers are responsible for all charges incurred up to the effective cancellation date. Any upcoming or future invoices generated after cancellation confirmation do not need to be paid.

🚫 No Refunds for Used or Activated Services

All Genie ISP services are prepaid and considered consumed upon activation.

Once a payment has been applied to an account or any service has been activated or used, the service is considered delivered in full and is not eligible for refunds, chargebacks, or reversals.

🔄 AutoPay Customers

Customers enrolled in AutoPay must email billing@genieisp.com to cancel future billing.

Disabling, blocking, or reversing AutoPay through a bank, card issuer, or payment provider does not constitute valid cancellation.

⏳ AutoPay Processing & Cancellation Timing

AutoPay charges may be processed and applied prior to the invoice due date.

To prevent charges for an upcoming service period, written cancellation requests must be received before AutoPay is processed and applied to the account.

Once an AutoPay payment has been processed and applied, the service period is considered paid, earned, and non-refundable, regardless of the invoice due date.

Cancellation requests submitted after payment application apply to future billing cycles only.

For the purposes of this policy, a payment is considered “applied” once it has been successfully processed and credited to the customer’s Genie ISP account.

⚠️ Chargebacks & Dispute Handling

If a customer disputes charges for services that were billed, activated, or used, and a chargeback is filed:

• Genie ISP will submit evidence of service delivery, usage, and policy acceptance • If the chargeback is decided in the customer’s favor, the disputed service balance will remain due and payable to Genie ISP

Genie ISP may invoice the customer for:

• The outstanding service balance • A $150 chargeback filing and recovery fee • A $50 bank reversal or processor fee (to recover non-refundable bank or processor costs)

The total balance will be forwarded to the customer for payment. If the balance is not paid within 30 days of invoicing, the account may be sent to collections and additional lawful collection costs may apply.

Non-payment following a chargeback may result in permanent account termination and ineligibility for future service.

📞 Verbal Communication Disclaimer

Verbal statements, phone calls, voicemails, or informal communications with Genie ISP staff do not modify or override this policy. Only written confirmation issued by Genie ISP’s billing department is considered valid.

📶 Service Performance Disclaimer

Internet performance may vary based on network congestion, geographic location, signal conditions, device compatibility, or carrier limitations. Performance variability, reduced speeds, or intermittent connectivity do not constitute non-delivery of service and are not grounds for refunds or chargebacks.

👤 Account Holder Responsibility

The account holder is solely responsible for all usage, activity, charges, and compliance with Genie ISP policies on the account, regardless of who uses the service, device, or payment method.

⏱️ Billing Dispute Time Limit

Any billing concerns or disputes must be submitted in writing to billing@genieisp.com within 30 days of the charge date. Disputes raised outside this window may be denied.

AutoPay Customers

Customers enrolled in AutoPay must email billing@genieisp.com to cancel future billing. Disabling AutoPay through a bank or card issuer without submitting a written cancellation request does not constitute valid cancellation.

By purchasing or activating service with Genie ISP, you acknowledge and agree to this Purchase Options Cancellation Policy.