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Interactive Terms and Conditions

Interactive Advice Terms and Conditions

By using this service you will be able to book a 15 minute satellite interview with one our lawyers from the comfort of your own home, at a time that suits you (within the time slots provided and available) between the hours of 8.00am and 9.00pm Monday to Friday, and 9.00am to 2.00pm Saturdays.

You will be asked about the details of the other party against who you are complaining, and for a summary of the legal issue.  Once payment has been received by us you will receive an email confirmation of your booking and details of how to use the service.  You only need a camera (webcam) and a microphone.  The meeting will be activated through vCita and you need to ensure that your browser supports Adobe Flash (Internet explorer, Google Chrome, Safari, FireFox and even some tablets) .  Simply follow the link sent to you when the meeting is confirmed. Please note that we will not confirm any booking made after 8.00pm until after 7.00am on the next working day.

You will be asked to allow vCita to access your webcam and microphone.

You should be aware that it will be your responsibility to ensure that your computing system has the capacity to be able to undertake the interview (with a web cam and microphone).

As this system is run on satellite we cannot guarantee that a service will be available, or that it will not be interrupted.  If the service is not available from us we will provide you with a full refund within 14 days.  We will not provide a refund where we have been ready to attend the interview but your system fails to make a connection.

When can Consumer Genie Help?

Our lawyers can advise you if you have purchased, sold or supplied goods or services from a business in England and Wales.

Our lawyers can also advise you if you have purchased personal goods or services overseas using a credit card registered in the UK

 Consumer Genie Cannot Help When….

Our lawyers will not be able to advise you in relation to:

  1. Any issues that do not relate to a consumer purchase or sale;
  2. Where you have purchased goods overseas and have not used a credit card;
  3. In respect of Timeshare Agreements;
  4. In respect of any solicitor’s negligence or personal injury claims;
  5. Where a conflict of interest exists.  If this is the case we will explain this to you at the time (but we will not necessarily give you full details if it means breaching privacy or personal information of another user);
  6. We cannot advise in respect of goods and services that form part of a statutory obligation (for example, Council Tax or other taxes);
  7. In respect of matters falling outside of England and Wales;
  8. In relation to any aspect of criminal law.

We reserve the absolute discretion to refuse to offer an interview with or without reason.  Where we do so, we will provide you with a full refund.

If you book an interview and we cannot help you as the matter is not a consumer issue, then you will still be charged the full fee for using the service.

What Consumer Genie can do for me

Our lawyers will provide you with advice and/or practical guidance on how the law relates to your personal issue, and what steps you may be able to take to seek redress.  How much information we will be able to give you will depend on what information you give to us. It may assist you to write a summary of your issue down before contacting us.

The interview will last for up to 15 minutes and it is important that you contact us within the time slot you have chosen.  The session will automatically close after 15 minutes.

Please make sure you have a pen and paper ready during the interview – we will not provide you with any written confirmation of the advice given.  However, you can record the interview using the specialist weblink that will be made available once you have subscribed to the service.

Consumer Genie Cannot

  • Contact another party on your behalf;
  • Help you if we do not believe that there is no legal case to answer;
  • Guarantee that you will be able to speak to the same lawyer if you call us on more than one occasion;
  • Put the advice in writing after the interview.

If you need more proactive assistance i.e. writing of letters, drafting documents etc, please contact us at

Privacy Policy

Please refer to our Privacy Policy.


We hope that we can provide you with information that you need to try and settle a dispute.  If you are unhappy with any aspect of our advice then please contact us and will provide you with a copy of our complaints procedure.  As our lawyers are regulated by the Solicitors Regulation Authority, if you are unhappy with our response then you may take the matter to the Legal Services Ombudsman.


Payment for the service is made via paypal.  You do not need to have a paypal account, and payment can be made via debit or credit card.  If payment is not received by us within 15 minutes of your appointment time then the appointment will be declined.


You have 14 days in which to cancel this contract but by submitting the Application Form you understand and agree that the service may be provided within that period of time and therefore you would not be able to obtain a refund.

If you cancel the agreement before advice has been provided, and more than 24 hours before the allotted advice time we will provide a full refund within 14 days of the date of cancellation.   If you cancel within 24 hours of the allotted advice time (or after the advice has been given) then you will not be entitled to receive any refund.

If you do wish to cancel this contract then please either use the Contact Us, email us at or complete the Cancellation Form and send it to us.

Other Information

We reserve the right to record all interactive advice sessions for training and monitoring purposes.