REFUND POLICY

• Answer a telephone call;
• Respond to a text message;
• Respond to an email;
• Respond to a Platform message;
• Request a quote;
• Accept a quote;
• Schedule an appointment;
• Hire the Professional;
• Complete the project;
• Pay the Professional; or
• Choose the purchasing Professional instead of another Professional.

Invalid Contact Information

Customer Denies Making the Request

Fraudulent Lead

Duplicate Lead

Platform Matching Error

Incorrect Service Category

Lead Already Invalid Before Purchase

Other Verified Platform Error

• The Customer does not answer;
• The Customer does not return a telephone call;
• The Customer does not respond to an email;
• The Customer does not respond to a text message;
• The Customer stops communicating;
• The Customer decides not to proceed with the project;
• The Customer postpones the project;
• The Customer hires another Professional;
• The Customer receives multiple quotes;
• Another Professional offers a lower price;
• The Professional's quote is rejected;
• The Customer's budget is lower than the Professional prefers when the disclosed lead information was accurate;
• The Professional does not have availability;
• The Professional contacts the Customer too late;
• The Professional does not win the job;
• The project becomes less profitable than expected;
• The Professional changes their mind about accepting the project;
• The Customer and Professional cannot agree on price;
• The Customer chooses to perform the project themselves;
• The Customer chooses a friend, family member, or another company;
• The Customer's circumstances change after submitting a legitimate request; or
• The Professional receives no revenue from the lead.

• Another Professional contacted the Customer first;
• Another Professional was hired;
• Multiple Professionals purchased the lead; or
• The Professional believed the lead would be exclusive when it was not identified as exclusive.

• Purchased Leads → Select Lead → Request Refund

• Lead ID;
• Purchase date;
• Refund reason;
• Explanation of the problem;
• Contact attempts;
• Screenshots;
• Email delivery information;
• Telephone information;
• Customer communications; and
• Other relevant supporting evidence.

• Lead information;
• Customer account;
• Professional account;
• Customer contact information;
• Lead submission records;
• Matching records;
• Purchase history;
• Platform communications;
• Technical logs;
• Duplicate submissions;
• Fraud indicators;
• Relevant supporting evidence; and
• Customer confirmation where appropriate.

Approved

Partially Approved

Denied

Additional Information Required

• Lead Cost: 25 Credits
• Approved Refund: 25 Credits
• Credits Returned to Professional Wallet: 25 Credits

• The original payment method;
• Platform account credit; or
• Another legally permissible method disclosed to the Professional.

• Have no cash value;
• Cannot ordinarily be exchanged for cash;
• Are generally non-refundable;
• May have expiration dates;
• May be subject to promotional conditions; and
• May be removed if obtained through fraud or abuse.

• Workmanship;
• Property damage;
• Deposits;
• Project cancellation;
• Materials;
• Contract terms;
• Project delays;
• Warranties; or
• Professional service payments

• Account restrictions;
• Suspension;
• Termination;
• Removal of promotional credits; or
• Other appropriate action permitted by law.

• Repeatedly purchasing valid leads and falsely claiming they are invalid;
• Fabricating Customer communications;
• Manipulating screenshots;
• Providing false information;
• Attempting to receive both a lead refund and payment reversal for the same transaction;
• Creating multiple accounts to exploit refund policies; or
• Coordinating with others to create fraudulent leads or refund requests.

• Refund requests;
• Decisions;
• Credits returned;
• Monetary refunds;
• Supporting evidence;
• Customer confirmations;
• Professional refund history;
• Fraud indicators; and
• Administrative actions.

• Prime Contracts Terms of Service
• Prime Contracts Privacy Policy
• Any additional purchasing terms displayed at checkout