Guitar Genie helps players find support for guitar, bass, amp, pedal and equipment setup, repair, maintenance and diagnosis work.

In some cases, Guitar Genie may carry out work directly. In other cases, we may share your enquiry with suitable approved independent specialists in the Guitar Genie network.

The aim is simple: to make it easier for players to find the right person for the job.

Guitar Genie can help with enquiries for:

• Guitar setups

• Bass setups

• Restringing

• Cleaning and maintenance

• General repairs

• Electrical faults

• Fretwork

• Acoustic guitar repairs

• Amp repairs

• Pedal repairs

• Vintage instruments

• Specialist instruments

• Diagnosis and assessment work

• Other guitar, bass or gear-related issues

If you are not sure what you need, you can still submit an enquiry and we will review it.

Guitar Genie may provide some setup and repair services directly.

However, Guitar Genie is also developing a wider specialist network. This means some enquiries may be shared with suitable independent guitar technicians, luthiers, amp repairers, pedal specialists or other repair professionals.

Where an independent specialist carries out the work, your agreement for that work is with the specialist, not Guitar Genie.

Guitar Genie Ltd is registered in Manchester.

Registered office:

Piccadilly Business Centre
Unit C
Aldow Enterprise Park
Blackett Street
Manchester
M12 6AE

Guitar Genie is building a wider network of approved specialists, starting with Greater Manchester and the North West, with plans to expand across the UK.

You can submit an enquiry through the Guitar Genie website using the enquiry form. This can be found on the home page or the contact page.

You may be asked for:

• Your name

• Contact details

• Location or postcode area

• Type of instrument or equipment

• Description of the issue

• Photos, where helpful

• Any timescale or special requirements

The more detail you provide, the easier it is to understand what kind of support you need.

No.

If you are not sure what the problem is, tell us what you have noticed.

For example:

• Buzzing strings

• Crackling electronics

• Tuning problems

• High or low action

• Broken parts

• No sound from an amp

• A pedal not working

• General playability issues

We can review the enquiry and decide whether it is suitable for direct Guitar Genie support or for the specialist network.

Photos are helpful, but they are not always required.

Photos may help with visible damage, unusual instruments, broken parts, wiring issues, acoustic repairs, amp condition or pedal problems.

If photos are needed, we may ask for them.

Submitting an enquiry is free unless clearly stated otherwise.

If any fee, deposit, booking charge or payment applies, this will be made clear before payment is taken.

Once your enquiry is received, Guitar Genie will review the information provided.

Where appropriate, your enquiry may be shared with one or more suitable approved specialists in the Guitar Genie network.

A specialist may then contact you directly to discuss the work, arrange inspection if needed, provide a quote or estimate, and agree timescales.

Not always.

Your enquiry may be shared with more than one suitable approved specialist. This means more than one specialist may contact you about the same enquiry.

This gives you a better chance of finding someone suitable, especially if the work is specialist, location-dependent or time-sensitive.

Guitar Genie may share suitable enquiries with more than one approved specialist to increase the chance of a good match.

Different specialists may have different skills, availability, pricing, service areas and turnaround times.

You are free to decide whether to proceed with any specialist who contacts you.

No.

You can speak to any specialist who contacts you and decide whether you want to proceed.

You should make sure you are happy with their quote, timescale, experience, communication and terms before agreeing to any work.

Once an independent specialist accepts your enquiry and Guitar Genie releases your contact details to them, responsibility for customer communication and job management transfers to that specialist.

The specialist is responsible for:

• Contacting you

• Inspecting the instrument or equipment

• Diagnosing the issue

• Providing a quote or estimate

• Agreeing timescales

• Carrying out the work

• Caring for your instrument or equipment while under their control

• Arranging collection, delivery, drop-off or courier details

• Handling any follow-up questions about the work

Guitar Genie is not responsible for the workmanship, advice, pricing, timescales or instrument care provided by an independent specialist.

No.

Where work is carried out by an independent specialist, your agreement for that work is with that specialist.

Guitar Genie helps introduce the enquiry, but the specialist is responsible for the work they agree to carry out.

Guitar Genie aims to manually review specialists before adding them to the network.

We may consider their services, location, experience, examples of work, customer reviews, communication and suitability for the network.

However, Guitar Genie does not guarantee that every specialist will be suitable for every job or that a specialist will always be available.

Yes.

Guitar Genie may remove a specialist from the network if there are serious complaints, repeated poor communication, breaches of terms, misuse of customer information or conduct that damages trust in the network.

Repair prices vary depending on the work required, the instrument or equipment, parts needed, the specialist involved and the complexity of the issue.

Where Guitar Genie carries out work directly, we will provide pricing or an estimate where possible.

Where an independent specialist carries out the work, that specialist will provide their own quote or estimate directly to you.

No.

Guitar Genie does not provide binding quotes on behalf of independent specialists.

Any quote, estimate, timescale or repair recommendation from an independent specialist should be agreed directly with that specialist.

It might.

Initial estimates are usually based on the information provided before inspection.

Once the instrument or equipment has been inspected, further faults or parts requirements may be identified.

No additional chargeable work should proceed without your agreement.

Some services may require a deposit before work is booked, started or confirmed.

Where Guitar Genie collects a deposit or payment, the amount and purpose will be made clear before payment is taken.

Where payment is made directly to an independent specialist, that specialist’s own payment terms will apply.

Unless otherwise stated, deposits paid to secure appointments are non-refundable if you cancel, fail to attend, or fail to make the instrument or equipment available at the agreed time.

Any specialist deposit or cancellation terms should be agreed directly with the relevant specialist.

Guitar Genie Ltd is not currently registered for VAT.

VAT is not currently charged on Guitar Genie fees or payments.

If Guitar Genie becomes VAT registered in future, VAT may be charged where required by law.

Sometimes we can give a general view based on your description and photos.

However, many issues cannot be properly diagnosed until the instrument or equipment has been inspected in person.

This is especially true for fretwork, electronics, acoustic repairs, amp faults, pedal faults and intermittent problems.

No, not unless expressly agreed in writing by Guitar Genie.

Turnaround times can vary depending on:

• Parts availability

• Complexity of repair

• Workshop workload

• Further faults being identified

• Courier or delivery delays

• Customer response times

• Specialist availability

Any completion date is an estimate unless specifically agreed otherwise.

If extra work is identified after inspection, you should be told before additional chargeable work is carried out.

Where Guitar Genie is doing the work directly, we will notify you of any material change before proceeding.

Where an independent specialist is doing the work, they are responsible for discussing additional work with you.

No.

Some instruments, amps, pedals or parts may be beyond economical repair, unsafe to work on, difficult to source parts for, or unsuitable for the requested work.

If this is the case, Guitar Genie or the specialist should explain the position as clearly as possible.

Some work cannot be fully reversed.

Repair, setup, maintenance or modification work may involve actions such as cutting strings, filing frets, soldering, drilling, gluing, replacing parts, adjusting components or opening equipment.

You should make sure the likely scope, cost and risks are clear before agreeing to proceed.

Where Guitar Genie carries out work directly or takes possession of your instrument or equipment, Guitar Genie will handle it with reasonable care.

Where you hand over, send, post or otherwise transfer an instrument or item of equipment to an independent specialist, that specialist is responsible for its care while it is under their control.

Before handing over or posting an instrument, you should remove unrelated personal items, cash, documents, valuables and accessories from cases or bags.

You should tell Guitar Genie or the specialist about any known damage, previous repairs, modifications, warranty status, high-value status or vintage status.

You should collect completed instruments or equipment promptly once notified.

Storage charges may apply where instruments or equipment remain uncollected for an extended period after reasonable attempts have been made to contact you.

Where an independent specialist is holding your instrument or equipment, their own collection and storage terms may apply.

Where work is carried out directly by Guitar Genie, Guitar Genie will rectify workmanship faults reported within a reasonable period following completion.

This does not cover normal wear and tear, string wear or breakage, environmental movement, accidental damage, misuse, faults unrelated to the work carried out, or later adjustment by another person.

Where work is carried out by an independent specialist, any warranty or guarantee is provided by that specialist and not by Guitar Genie.

Yes, where appropriate.

If your enquiry is suitable for the specialist network, Guitar Genie may share your relevant enquiry information with one or more suitable approved specialists.

This may include your name, contact details, location or postcode area, instrument or equipment details, description of the issue, photos or videos you have provided, and any relevant service information.

We share customer details so suitable approved specialists can contact you about your enquiry and discuss whether they can help.

Without sharing relevant details, the specialist would not be able to respond properly.

Yes.

Your enquiry may be shared with more than one suitable approved specialist. This means more than one specialist may contact you about the same enquiry.

This is explained in our Customer Terms & Conditions and Privacy Policy.

Specialists should only use your information for legitimate purposes connected with your enquiry, quote, inspection, diagnosis, repair, setup, maintenance, customer communication, complaint handling, accounting, insurance, legal or business record requirements.

They should not use your details for unrelated marketing unless they have a lawful basis to do so.

A specialist may take their own photos, videos, notes or records in connection with inspection, diagnosis, repair, setup, customer support, invoicing, insurance, complaints or business records.

Unless Guitar Genie specifically requests, receives, stores, uses or publishes those materials itself, Guitar Genie is not responsible for the specialist’s own records, photos, videos, messages or use of customer information.

If you have concerns about how a specialist is using your information, photos or videos, you should raise this directly with the specialist in the first instance.

No.

Guitar Genie does not sell customer personal information.

You can contact Guitar Genie to ask about the personal information we hold and request deletion in certain circumstances.

Some information may need to be retained for legal, accounting, complaint, insurance or business record purposes.

Please see the Guitar Genie Privacy Policy for more detail.

If your complaint relates to Guitar Genie’s enquiry handling, website, booking process, direct repair work or customer service, please contact us.

Email: guitargenieltd@gmail.com
Telephone/WhatsApp: 07460 761180

If your complaint relates to an independent specialist’s quote, communication, timescale, workmanship, payment request, handling of your instrument or completed work, you should raise the issue directly with that specialist first.

Guitar Genie may assist where appropriate, but we cannot determine disputes between customers and independent businesses.

Yes.

Guitar Genie may use customer feedback, complaints, lead outcomes and communication quality to monitor specialist performance and decide whether a specialist remains in the network.

Yes.

Guitar Genie may invite customers to provide feedback about the enquiry process, direct Guitar Genie services or their experience with an independent specialist.

Feedback should be honest, accurate and not misleading, abusive or defamatory.

If you have difficulty using a website form, you can contact Guitar Genie directly.

Email: guitargenieltd@gmail.com
Telephone/WhatsApp: 07460 761180

You can use these contact details to ask a question, submit an enquiry, request information, or ask for support in another format.

Yes.

You can contact Guitar Genie if you need information in another format, such as plain text, larger text, email, WhatsApp or a phone-friendly explanation.

We will do our best to respond in a reasonable timeframe.