Support and Complaint Resolution
Version 1 · prepared 2026-09-25

How to reach us, how quickly we respond, and how complaints are reviewed and decided.

How to reach us

Use Support@GenieGalleries.ca or our contact form (/contact), 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.

How a complaint is handled

  - 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.

If you still disagree

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.