Support and Complaint Resolution

Use Support@GenieGalleries.ca or our contact form, or open a request from your booking page. We aim to send a first response within 24 hours. That is a response target, not a promise that everything will be resolved in 24 hours; complex cases take longer and we keep you updated.

• We acknowledge your request and give you a case reference.
• A reviewer gathers the relevant evidence from you and, where relevant, the photographer: the booking terms, messages, arrival and delivery records, and the gallery.
• For service problems we first try to fix it, for example with a revision or additional delivery.
• If that doesn't resolve it, the reviewer makes a reasoned decision and explains it to you in plain language.
• You can ask us to reopen the decision if you have new evidence or believe we made a mistake.

You and GenieGalleries may choose non-binding mediation. Arbitration is only used if both sides freely agree after the dispute has arisen. You remain free to go to a court or tribunal, including small claims, to complain to a consumer-protection or privacy regulator, or to use your card issuer's dispute process.