Refunds and credit returns

These get confused constantly, so here is the distinction up front. Everything else on this page follows from it.

The reason it works this way is that money and credits are different units at different points in the transaction. You pay money for a credit pack; you spend credits on a lead. A bad lead cost you credits, so credits are what comes back. Sections 2 to 10 are about credit returns; section 11 is about money.

These are the reasons we accept, exactly as our system holds them. The right-hand column tells you what happens to the lead itself, which matters: where the fault is in the lead, every provider who bought it gets their credits back and the lead comes off sale, not just yours.

One more reason exists that you cannot select, because we raise it ourselves: if the customer exercises their right to have their data erased, we withdraw the lead and return the credits of everyone who bought it recently, automatically. You do not have to notice and you do not have to ask.

These are the ordinary risks of competing for work, and they are not defects in the lead. We publish them here and we also show them to you on the screen where you spend the credit, so that nothing about the deal is a surprise afterwards.

• The customer did not answer.
• The customer hired someone else.
• The scope changed after contact.
• I changed my mind.
• Too much competition on the lead.

The line we draw is between the lead was not what we sold you and the lead was what we sold you and you did not win the job. The first is our problem. The second is the business you are in, and a marketplace that refunded it would have to charge everyone more to cover it.

You have 14 days from the moment you bought the lead to open a claim. The clock starts at purchase, not at the point you got round to calling.

We check the window before we show you the form. If a purchase is out of time, we say so immediately, with the date the window closed, rather than letting you write out a claim that is going to be refused. That is deliberate: nobody should spend ten minutes on evidence for a claim that cannot succeed.

A claim is a statement about something we cannot see. The evidence requirements exist so that we can decide honestly and quickly, and they are enforced by the form rather than discovered after you submit — the form tells you what the reason you picked needs, and counts your characters as you type.

What a contact attempt has to say

For each attempt: when you tried (date and time), how (phone, text, email, WhatsApp or other), and what happened (no answer, voicemail left, number unobtainable, wrong number, email bounced, answered and denied enquiring, answered and not interested, or something else you describe). You can add a note to any attempt. Attempts must be on genuinely different days where the reason requires it — three calls in one afternoon is one day’s worth of trying, and we count the days rather than the calls.

The two reasons that need a file, and cannot be filed online yet

The phone number was not valid and The email address was not valid require a document as proof — a screenshot of the failed call or the carrier message, or the bounce message from your mail server. Uploading files with a claim is not built yet, so those reasons cannot be filed from the form. Email [email protected] with the lead reference and the document attached, inside the normal window, and we will file it for you on the same terms and the same decision time. We would rather tell you this here than have the form refuse you after you have written it out.

Filing a claim you know to be untrue

Do not do it. It is a breach of our terms, it costs another provider the seat they could have had, and it puts a quality mark against a supplier who did nothing wrong. We compare claims against our own records, and against what other buyers of the same lead reported.

Filing is free, takes a couple of minutes, and does not go through a support queue.

• Open My leads in your dashboard and go to the lead in question.
• Choose Report a bad lead. You will see the reasons, which of them apply to this purchase, and exactly what each one needs.
• Pick the reason, describe what happened, and record your contact attempts. Submit.
• Track it under Credit returns in your dashboard. You can withdraw a claim while it is still open, and reply there if we ask you for more information.

Signed in already? Go straight to your purchased leads or to your credit returns.

One live claim per purchased lead. If you already have one open on that lead, withdraw it before filing a different one.

We aim to decide within 48 hours, and 3 days of business days is our outside limit. The countdown is visible on your claim, and a claim that is running late is escalated internally rather than quietly ageing.

Some claims are decided immediately, because we can verify them from our own data without asking anyone: that you had already bought the same contact, that our own verification had already flagged the contact as invalid, or that the lead’s recorded service or area contradicts what was sold to you. Automatic approval only ever goes in your favour. Every refusal is made by a person.

If we need more from you

We may put the claim into information requested and ask you a question. You have 14 days to answer, and we remind you before that runs out. If we hear nothing, the claim closes itself — but that closure is not a refusal: as long as the original claim window is still open, you can file again.

Every step is written down

Each transition — submitted, under review, information requested, and the decision — emails you and is recorded on the claim. You will not have to ask what happened to it. If email fails for any reason, the same events appear in your notifications.

Approved

The credits go back to your wallet as a reversal of the original spend. They return to the same batch you spent them from, with that batch’s original expiry date and its original value. That detail matters: a return does not hand you fresher credits than you had, and it does not shorten what you had either. No money moves, and no invoice or credit note is produced, because none was ever issued for the lead.

Partly approved

Where only part of what you paid was affected, we return part of the credits and tell you which part and why. You can appeal the balance.

Refused

We tell you the reason, in words, referring to the published reasons above. The credits stay spent and the lead stays yours. A refusal is not a black mark on your account: what counts against you is a pattern, not a decision.

Withdrawn or closed for no reply

You can withdraw an open claim at any time; nothing happens to your credits or the lead. A claim closed because we heard nothing back can be filed again while the original window is still open.

Every reason we accept belongs to exactly one of two groups, and the group decides what happens beyond your own credits.

Where several providers bought a faulty lead, we credit them one at a time so that a partial failure cannot leave one buyer credited and another not.

The policy is generous on purpose, and it works because almost nobody abuses it. These are the limits, published rather than applied quietly:

• If more than 25% of the credits you spent over the last 90 days have come back to you through claims, automatic approval stops for your account and every claim is decided by a person. Nothing is refused for this reason alone; it just stops being instant.
• If more than 40% comes back, we review the account itself and someone will get in touch. Usually there is an innocent explanation and sometimes it is our inventory that is at fault.
• More than 5 claims in 30 days also routes everything to manual review.
• A very low approval rate over your recent claims has the same effect, because it suggests the claims are speculative.

Deliberate abuse — fabricated evidence, claims on leads you never called, a second account opened to reset the counters — is a breach of our terms of service and can cost you your account and your unspent credits.

These numbers can change. They live in our settings rather than in our code, and this page reads them from there, so what you see above is what is actually in force right now.

Money refunds are the exception, not the everyday remedy. We will refund a payment where:

• you were charged twice for the same pack;
• you were charged for something you did not authorise;
• we made a mistake — wrong pack, wrong price, credits not granted;
• we cannot provide the service you paid for, or we close your account for a reason that is not your fault.

We will not refund a pack because you changed your mind, because you have not used the credits, or because a lead did not work out — the last of those is what credit returns are for. Nothing here affects any right you have that cannot lawfully be excluded.

What a money refund does to your credits

A refund takes back the credits the payment bought. If you have already spent some of them, your balance can go negative, and you will not be able to buy leads until you have cured it by buying more credits. We will tell you if that is going to happen before we process the refund, where we can.

Paperwork and timing

Every money refund produces a credit note against the original invoice, numbered in its own series. The invoice itself is never altered — our records physically refuse the change — because an accounting record that can be edited after the fact is not a record. The credit note appears on your invoices page.

The money goes back the way it came, to the same payment method. How quickly it reaches you is the payment provider’s and your bank’s business, not ours; typically a few working days.

Ask for a refund by writing to [email protected] with the order reference. There is no self-service button, deliberately: money leaving is checked and authorised by a person, and above a certain value by two.

Take it in this order. Most things stop at the first step.

• Reply to the decision. Every decision email tells you how, and every claim in your dashboard has the reason on it. Say what you think we got wrong and add anything we did not have.
• Ask for a second look. Write to [email protected] with the claim reference and the words “second look”. It goes to someone other than the person who decided it. The person who filed a claim on your behalf can never be the one who decides it.
• Then the formal route. If we still disagree, our terms of service set out the governing law and the courts. We would much rather resolve it before that, and in practice we almost always do.

Please do not raise a chargeback with your bank or card issuer as a first step. A chargeback takes the credits back automatically and suspends the account while it runs, which is worse for you than a conversation. If you have a genuine dispute, tell us.

If your complaint is about personal data rather than about credits, our privacy notice has the right contact and names the regulator you can go to.