Lead Quality and Credit Policy
What counts as a valid lead, and when we refund or credit one.
What we check before a lead is sold
- The homeowner confirmed their contact details with a one-time code.
- The ZIP code is inside our service area and yours.
- The request is not a duplicate of another request from the same homeowner for the same service in the last 30 days.
- Automated screening and, where needed, a human review found no signs of spam or fraud.
- The homeowner consented to matching with a specific number of contractors — your lead is never shared beyond that number.
Leads eligible for a refund or credit
| Reason | What it means | Helpful evidence |
|---|---|---|
| Invalid contact information | The phone number is disconnected or belongs to someone else and the email bounces. | Call log, bounce message |
| Duplicate request | You already received the same homeowner’s request for the same job from us. | The earlier lead number |
| Out of area | The property is outside the service area configured on your account when the lead was delivered. | Property address |
| Wrong service category | The work requested is not the service the lead was sold as. | Homeowner message or notes |
| Spam or fraud | The request was not made by a real person seeking the service. | Any supporting detail |
| Misrepresented project | Material details differ from the lead in a way that changes whether you would have accepted it. | Notes from your conversation |
| Expired / stale | The lead was delivered after the homeowner had already cancelled. | Homeowner message |
Not eligible
- The homeowner chose another contractor, changed their mind, or found your price too high.
- You could not reach the homeowner but made fewer than three attempts across at least two days using the contact methods they allowed.
- You did not attempt contact within 24 hours.
- On a shared lead, another contractor reached the homeowner first.
How to dispute
- Open the lead in your dashboard and choose Dispute this lead within 7 days of delivery.
- Pick a reason, explain what happened and attach evidence if you have it.
- A lead quality specialist reviews every dispute, usually within two business days, and may contact the homeowner.
Outcomes
- Approved — refund: the lead price returns to the payment method used (wallet purchases return to your wallet).
- Approved — credit: the amount is credited to your wallet. Leads delivered under a subscription plan are returned to your monthly quota.
- Denied: we explain why.
Every refund and credit is recorded in our ledger and shown in your billing history. After an approved dispute the homeowner’s contact details are withdrawn from your account.
Fair use
We track dispute rates. Accounts that dispute an unusually high share of leads are reviewed and may be limited or suspended.