You can only submit a refund request if it matches an approved reason below.
When lead refunds apply
Here are the only ways a lead refund applies:
The lead was about a different type of job than what you offer.
The customer’s contact info is invalid or fake.
The lead is duplicate or already hired someone else before contacting you.
The message is spam, fraudulent, or abusive.
We review every request carefully to make sure it meets our refund policy.
Before submitting a refund request, make sure it's covered by a reason above and you’ve made a reasonable, good-faith effort to contact the customer.
This means:
Reaching out multiple times, not just once
Using all available contact methods, including in-app messages and calling the phone number provided
Allowing reasonable time for the customer to respond
Important: All refund requests must be submitted within 14 days of receiving the lead.
Clear communication attempts and timely requests help ensure refunds are processed fairly and consistently.
When lead refunds don’t apply
Some situations are not eligible for refunds:
The customer didn’t reply or respond after you messaged or texted them.
The customer's phone number was valid, but they didn't answer the phone.
This customer hired someone else on our platform.
The customer thought your price quote was too high.
You changed your mind or didn’t follow up.
The customer declined your offer but the lead was valid.
The lead included accurate information and fit your service area or category.
The refund request was submitted more than 14 days after you received the lead.
We know not every lead becomes a customer, but only certain cases qualify for refunds.
If you ask for too many refunds overall, relative to peers in your area, your request will be automatically denied and you may not get an email update about the status of your refund.
If the report button is not available, it means too much time has passed and this lead is not long able to be refunded.
How to request a lead refund
Requesting a refund takes less than a minute.
On the left-hand side (or in the menu), click Marketing → Messages
Click the lead you want to review.
In the top-right corner of the chat, click the three dots (⋮) to open the options menu
Select Report and submit your refund request
That’s it! 🎉
This automatically sends a refund request to our team for review.
What happens next
Our team reviews your refund request within 24 hours.
You’ll receive a message in your inbox with the outcome.
If approved, your refund is credited back to your account
If denied, we’ll include a short explanation and guidance for future leads.
Tips for refund success
Always reply to new leads quickly — showing engagement helps our team verify quality.
Keep all relevant chat history inside the lead thread.
If a customer says they hired someone else, leave that message visible for review.
Double-check your services and target area so you only get matched with relevant leads.
FAQ
How long does a refund take?
Once approved, refunds usually appear within a few business days, depending on your payment method.
Can I dispute a denied refund?
Yes. Just reply to the decision message or reach out to our support team with details.
Does no response from the customer count?
Not automatically. We only approve refunds when the lead clearly violates our lead-quality policy.
Can I request a refund for any reason?
You can submit a request anytime, but we only approve those that fit our policy criteria.
Summary
To request a refund:
Marketing → Messages → Lead → ⋮ → Report
You’ll get an update within 24 hours.
That’s all you need to do!