A Service Fee is imposed on specific orders, amounting to a specific percentage of the service's value before factoring in promotions and discounts. The fee comes with a maximum limit of $6. The implementation of the Service Fee is designed to support our commitment to delivering an exceptional experience to users, constituting an investment in the ongoing enhancement of the services we offer.

We collaborate closely with our partners to ensure they meet service timelines. However, in rare instances, orders might experience slight delays. This could be attributed to high partner activity, service interruptions due to traffic, roadwork, or weather conditions. Additionally, providers may take extra time to meticulously prepare services to ensure they meet the highest standards for your satisfaction.

If your services are confirmed, the best way to see if the user directly can adjust it is to give them a call. It's best to be quick - the providers may have already started to prepare the services and it will be up to them whether they are able to adjust it. 

Adhering to the terms and conditions set forth by the platform or Gen21 Company through which you've availed services is crucial. Most platforms have specific rules and guidelines governing communication between involved parties. Initiating direct contact with the partner without proper authorization may breach these rules, potentially resulting in repercussions like account suspension or termination. It is always recommended to follow established protocols and guidelines to ensure a seamless and compliant process when utilizing any service or platform. Violating company rules or terms of service may lead to adverse consequences and jeopardize your relationship with the platform.

Your activation email may take up to an hour to arrive after your company administrator activates your allowance. If you cannot locate it, please check your spam folder. If you still haven't received the email, we recommend reaching out to your Gen21 admin panel to verify that your account has been added correctly.

We understand that sometimes plans change and cancelling the services is your only option. Please bear in mind that there might be a charge for cancelling your services, depending on why and when you cancel. This is because the providers may have already started preparing your services, or your order might even be on the way and we need to ensure that the providers and or services are fairly compensated.

You can cancel your services from the Gen21 app or by logging into your account on the website. 

Keep an eye on the order confirmation page, this page has the most up to date information about your order status. We will also send you an email with all of the details to your inbox as well as a push notification through the Gen21 app. If the Providers isn't able to accept the services for whatever reason, then it will be cancelled and a refund will be processed immediately and you will receive an SMS for this as well.

Your allowance might disappear when you've changed your services at the last minute. But don't worry, it will always return within the hour.

You will be contacted by our Gen21 official team within 2 business days.

Your account will be unblocked automatically after 1 hour. If you need any urgent assistance, please get in touch with your Gen21 app or official team or account manager.

You can change your password at any time. To do this, simply follow the instructions below, depending which platform you are using.

For Desktop and Mobile Web:

• Once you are logged in, click on your name at the top of the page, then 'Account Info'
• Click on 'Change Password' and follow the prompts

From the Android App:

• Once you are logged in, click on the three lines at the top left of the page, then 'Settings'
• Click in 'Change Password' and follow the prompts

For iOS (iPhone App):

• Once logged in, click on the 'Settings' icon at the bottom right of the screen
• Click 'Account info'
• Click 'Change Password' and follow the prompts
  

To remove your credit card details or update your contact information please login to your account via the Gen21 website via a desktop browser and follow the steps below.

Head to the Gen21 website via your preferred internet browser

• Click on your name on the top of the page and login (if not already logged in).
• Click on 'Account Info'
• On the left of the page click on 'Payment Methods'
• Click on 'Remove' for the card(s) that you want to delete

To add a new card, simply place an order, once you reach the payment page, enter the card details. You can choose to save the card during this process if you wish. For your security, Gen21 does not actually save these details on our system; all details are tokenized so that you can easily access your payment methods, securely.

Please note: At this stage, you cannot update this information via the Gen21 App or mobile web.

If you have forgotten your password, you can easily reset it. Simply go to login to your Gen21 account, click 'Forgot Your Password' and follow the prompts. We'll then email you a link to a page where you can set a new password for your account.

For the most up to date information about your order review the order confirmation screen on the App or Website to do this simply click on the 'orders' page from the main page and select your order.

If the order has passed, this order confirmation screen is the best place to check for any updates to your services - as soon as there is progress on your order, the order confirmation screen will be updated.

If your services are provided by Gen21 this is listed on the search page for each provider either as soon as your service providers is on its way, this screen will also show you a map where you can track your order live.

We're passionate about you the services you want, when you want them, so if something is not as expected, we sincerely apologies for your experience and want to make things right!

If you would simply like to provide some feedback for the company, please do so using our services review system. This will help our partners understand where they might be able to improve in the future so that other users will have a better experience with their store. We're also committed to supporting our partners and do communicate with them on a regular basis. We discuss all reviews (good and bad) to help them improve their service.

To leave a review, simply:

On the Gen21 App:

1. Locate your previous services, by tapping on the menu button in the top-left corner of the home screen (Android) and select 'Your Orders' (Android), or bottom of the home screen (iPhone) 'Orders'. Ensure you have already logged in.

2. Choose the service you'd like to review

3. Tap 'Review your service' to get started

On the Gen21 Website

1. Head to the Gen21 website and click or tap on your name in the top-right corner of the homepage (if you've already logged in - if not, simply log in)

2. Select 'Orders' and click the order that you'd like to review.

Gen21 can offer special promotions and discounts to new and loyal Users. If you have a voucher code, you can easily redeem this via the Gen21 App or the website upon checkout, once you have finalized your basket. Click on 'I have a voucher code' on the payment page and enter your voucher code in the space provided. Click on 'Apply' to redeem your voucher.

Please be sure to read the Voucher Terms and conditions to see if there are any requirements relating to minimum spend or payment methods, as well as to check the voucher validity.

If you have checked that the Voucher Terms and conditions deem the voucher as valid and are still unable to apply the voucher, contact us by chat or phone for further assistance.

Tip: If you change payment methods, you may need to re-enter the voucher code before submitting your payment. If a voucher is not applied at the time of placing the order, we will not be able to apply it after the order is placed. 

You can pay for your Gen21 services using all major payment methods including cards such as VISA, MasterCard or American Express and PayPal. Some company also accept cash, however this will be noted as an option if available at checkout.

Simply select service or pickup once you have added menu items to your basket, go to the payment option and choose from either Credit Card, PayPal or Cash payment (if available at the Gen21 company any services you have chosen) to place your order.

If you are also using a voucher, it can be applied at the payment screen before entering in your payment details, however a voucher cannot be used in conjunction with a cash order.

Please note: If you have entered the voucher, and changed payment methods, the voucher will need to be re-applied. We are unable to apply the voucher once payment has been made and the order has been accepted.

If your services are cancelled:

If your services were cancelled shortly after you placed it, don't worry - we'll automatically notify your bank or PayPal, and they'll return the pending transaction back to your available funds. It's then in the hands of the bank to process this.

Once the bank releases the pending transaction, it won't show as a refund on your statement, it will just go back to your available funds.

This should only take between 1-2 days, but please be aware that refunds can take up to 10 working days, depending on your bank's processing times.

If you have contacted us for a refund due to an issue with your order:

If you've had an issue with your services, we may need to process a manual refund - which typically takes 1- 2 working days. Once we have issued a refund, its then in the hands of the bank to process this. Just so you know, refunds can take up to 10 working days to go back to your account.

What if 10 days have passed since I was promised a refund?

If you paid by debit card, credit card, PayPal, Google Pay or Apple Pay, your money will take 2-14 days to go back into your bank account, depending on who you bank with.

Marketing communication keeps customers in the loop with special offers, discounts and more to help improve your experience with the Gen21 App and website.

If you no longer wish to receive special offers, you can unsubscribe by following the steps below:

For Desktop Web:

• Open an internet browser of your choosing on your computer and navigate to the Gen21website.
• Click on your name in the top-right corner of the screen you can:
• Click on 'Contact Preferences'
• Adjust as required and save

For Mobile Web: Open an internet browser of your choosing on your mobile device.

• Navigate to the Gen21 website and login to your account.
• Click on the three lines on the top left of the page
• Click on 'Contact Preferences'
• Adjust as required and click 'Save'

For Android App:

• Navigate to Gen21 App and login to your account.
• Click on the three lines on the top left of the page
• Click on Settings, then 'Account info'
• Adjust the slider as required.

We provide a comprehensive suite of packing, moving, and storage services, covering everything from local relocations to complete packing solutions. If you prefer to handle the packing yourself, we offer a range of boxes and packing materials available for purchase.

Please avoid scheduling your move until you have a confirmed closing date or a definite date and time. We suggest reaching out to Gen21 as early as possible so we can reserve your preferred date and time.

Yes, getting an estimate with Movers Gen 21 is recommended to ensure accurate pricing and service planning. This estimate is provided at no charge.

The time required for a move varies based on factors like the size of your home, the distance of the move, and the services requested. On average, local moves can take a few hours to a full day, while long-distance moves may take several days.

The ideal time to move is typically during the off-peak season, between late fall and early spring, when demand is lower and rates may be more favorable.

You will need to make the payment according to the specified schedule and method. Typically, the payment details, including the due date and accepted payment methods, will be provided upfront. Make sure to follow the instructions to ensure timely processing.

Generally, we suggest removing all items from bureaus, desks, dressers, chests, and armoires. However, lightweight clothing such as sweaters, shirts, blouses, and lingerie can be left in lighter dressers. Avoid placing heavy items in drawers, as this could cause damage to the furniture during the move

Although service providers can transport valuables like money, jewelry, or other high-value items, we suggest that you personally carry irreplaceable and expensive articles.

If you decide to pack your belongings yourself for the move, it's important to know the best methods to safeguard your items. Make sure to pack boxes tightly and add padding around the items to prevent them from shifting. You can use newspapers, blankets, or linens for this purpose. Please remember that boxes packed by you will not be covered by insurance during the move.

Probably not. Your furniture will be wrapped in padding or shrink-wrap, so you don’t need to worry about it getting wet

Although damage during a move is extremely rare, if it does happen, please contact us gen21 immediately while the service provider is still on-site, and we will resolve the issue promptly.

Yes, as per company policy, you receive a 7-day service warranty. This warranty covers service quality issues, such as an AC not functioning properly after installation. Please note that any damage or loss related to the move cannot be claimed after the service day.

For liability reasons, we are unable to permit anyone other than the movers to ride in the truck.

It means that the costs for the movers, transportation, cartons, electrician, carpenter, and other related services are all set by gen21 and will not change.

Gen21 has implemented several safety measures, including thorough background checks for staff, regular equipment maintenance, comprehensive training for movers, and adherence to industry safety standards. Additionally, they use protective gear and secure packing techniques to safeguard your belongings during the move.

Gen21 offers you a platform to view and place an order at your favorite services. Whilst you are using the Gen21 platform, providing your services. While Gen21 is able to provide you with an order summary, the providers that provides the service is responsible for the provision of receipts, and if required, Tax Invoices for GST purposes. If you require a receipt or Tax Invoice, you should contact the providers directly. 

We'll miss you! But if you need to, simply follow the below steps.

For Desktop and Mobile Web:

Internet browser of your choosing on your computer.  Click on your name in the top-right corner of the screen you can:  Navigate to 'Account Info'  Click 'Delete Account' on the bottom of the page

Please note: Deleting your account cannot be done via Gen21 user App.

We're passionate about delivering you the service you want, when you want them, so if something is not as expected, we sincerely apologies for your experience and want to make things right!

If you would simply like to provide some feedback for the company, please do so using our company review system. This will help our partners understand where they might be able to improve in the future so that other customers will have a better experience with their store. We're also committed to supporting our services partners and do communicate with them on a regular basis. We discuss all reviews (good and bad) to help them improve their service.

To leave a review, simply:

On the Gen21 App:

• Locate your previous services, by tapping on the menu button in the top-left corner of the home screen (Android) and select 'Your Orders'(Android), or bottom of the home screen (iPhone) 'Orders'. Ensure you have already logged in.
• Choose the order you'd like to review
• Tap 'Review your order' to get started

On the Gen21 Website

• Head to the Gen21 website and click or tap on your name in the top-right corner of the homepage (if you've already logged in - if not, simply log in)

For Card and PayPal transactions:

Get the most up to date information about your services by allowing push notifications. It's also a great way to find out about new offers available to you. To receive push notifications, you will need to have the Gen21 App installed on your phone. Simply go to the App store (iOS), or Play store (Android) and download the app.

 You will then need to ensure that the notifications are turned on, to do this:

For iOS:

•  Navigate to settings of your phone.
• Locate the Gen21 app and click on it
• Click on 'Notifications'
• Then allow notifications

For Android:

• Navigate to settings and locate 'Notifications'
• Locate the Gen21 app and click on it
• Click on 'Manage notifications'
• Then allow notifications under Order Status

GEN21 we take pride in being Australia's first and largest local service marketplace, catering specifically to the lifestyle needs of Australian residents. Our mission is to make your life easier by connecting you with trustworthy local service providers, ensuring hassle-free experiences for all your daily requirements.

You can order from Gen21 either via the app, available on iOS and Android, or from your desktop. Simply log in to your account, enter your service location and search via cuisines, offers, Services method or rating. Once you have placed your services, the providers will accept the order and you will receive confirmation via email or push notification if you have the app installed. Our order confirmation screen has the most up to date information about the status of your services.

Gen21 who have their own providers will send you an estimated delivery time and a notification when your services are on its way. Providers that use Gen21 app couriers to deliver will have a map available for you to track your services. Either way, you can check the real-time status of your order via the Gen21 App or website in the 'Orders' section.

Enjoy your provider services delivery without the hassle of services. 

We take the security of our customers, company and providers are very seriously. We do not share any details with any other parties, outside of those required for services, such as addresses. Customer phone numbers are masked for services, which means they receive a generic number, which they can use to contact the customer for a limited period of time in relation to an order. When it comes to payment, all credit card details are tokenized, meaning they merely act as a map for payment and are never stored by gen21. You can read more about what steps we take to protect you as our valued customer in our Privacy Policy. 

Your company or event organizer may set restrictions on when and where you can use your Gen21 Pay allowance. If your amount is zero even when you haven't used your total allowance, it could mean that it is currently restricted.

Please contact your Gen21 Pay administrator if you have further questions.

For the most up-to-date order information, head to the order confirmation screen on the app or Website.

If the services expected delivery time has passed, it's best to check for updates on the order confirmation screen. The status here will change as soon as there's any progress with your services.

If your services is 'Delivered by Gen21' (this is listed on the search page for each providers) the screen will also show you a map when the service is on its way, so you can track your order live.