Credits and Refunds Policy

1. How credits work

This policy is part of the Pro Agreement. It applies to pros.

• You buy credits in advance through Stripe. One credit is one dollar. A lead costs five credits ($5), and each lead shows its price before you unlock it. Unlocking takes that amount from your balance at once.
• The starter pack is $10 for 10 credits. Larger packs, some with bonus credit, are shown at checkout.
• A lead is shared. Up to 6 pros can unlock the same request, and no lead is exclusive.
• Bonus and referral credits are described below. Your credits page lists every purchase, unlock, and credit.
• Credits do not expire. They are not money: they cannot be transferred to another account, earn no interest, and are not redeemable for cash except as the refunds section below says.

We do not promise that a lead will reply to you, hire anyone, or become a job. The price of a lead pays for access to the request, not for a result. That is why the reasons below are about whether the lead was real and usable, not about whether you won the job.

2. Bonus and referral credits

These credits are credits and not cash. They are added to the same balance, they do not expire, and they have no cash value.

• First lead bonus: 2 credits, once, when you unlock your first lead within 48 hours of creating your pro account.
• Insurance bonus: 5 credits, once, when your insurance certificate is approved for the first time.
• Referral: when a pro you referred makes their first paid purchase, you and that pro each receive 5 credits. A pro can earn referral credits for up to 50 referrals.

Each bonus is given once, even if a payment is repeated or an event is processed twice. We do not give referral credits for a referral of yourself, of an account that shares your email address once variations such as dots and plus signs are ignored, or of an account created from the same network address as yours. We may withhold or take back bonus credits that were earned by misuse, and we may close accounts that abuse them. Bonus credits that were taken back or already spent on leads are not repaid.

3. When we will credit a lead

You can ask for a credit when you unlocked a lead and one of these is true:

For the duplicate reason we compare requests from the same homeowner, for the same kind of service and the same ZIP code, posted within 45 days of each other.

For the reason that the homeowner did not respond, you tell us that you made at least 3 attempts to reach the homeowner over at least 48 hours. We take your word for the attempts and a person decides the request.

4. What is not covered

We do not credit a lead because:

• the homeowner did not reply, changed their mind, is comparing several pros, or hired someone else;
• you gave a quote and did not win the job, or the homeowner disagreed with your price;
• the job was smaller, larger, or different from what you hoped, but still in the service and area you chose;
• the budget range the homeowner chose was a guide and not a promise of what they will spend;
• you did not try to contact the homeowner.

5. How to ask

Open the lead in your pro dashboard and choose "Request a credit" within 30 days of unlocking it. Pick one reason, add a short note of up to 1,000 characters saying what happened, and tell us whether you tried to contact the homeowner. For contact problems, say which phone number and email address you tried and what happened. We also ask you to contact the homeowner promptly after you unlock a lead. We send reminders, and how quickly pros respond can affect how soon we alert them to new requests.

You can ask once for each lead. Only the pro who unlocked a lead can ask about it, and you must have accepted the current Pro Agreement.

6. How we decide

When you send a request we run automatic checks. They look at whether the same homeowner posted a similar request within 45 days, whether the job is outside your service area, whether the homeowner had already closed the request or hired someone before you unlocked it, and whether the email address or phone number looks invalid.

When one of the first three checks confirms what you reported, the credit is approved at once, with no one needing to read your note. We do this for up to 20 requests per pro in any 30 days. After that, and for every other reason, a person decides, using your note and the results of the checks.

We email you the decision. If we say no, we give the reason. We decide each request once. If you think we missed something, write to us and say what.

When we approve a request for spam or fraud, we may block that phone number from posting new requests. We keep only a one-way fingerprint of the number for that purpose.

7. What you receive

An approved request puts the price you paid for that lead back into your credit balance. It does not expire and is not cash. The credit and the reason are recorded in your credits page.

8. Refunds of money

Credit purchases are final, with these exceptions:

• if we end your account without cause, or you close your account, we refund on request the unspent credits you bought with money, as the Pro Agreement explains. Bonus credit, referral credit, and credits from approved requests have no cash value;
• if we charged you wrongly or made an error in a purchase, we will correct it;
• where the law requires a refund.

If a purchase is refunded or disputed with your card issuer, the matching credits are taken back from your balance, and a dispute also suspends your account while we review it.

9. Suspicious leads and misuse

If a lead looks like spam, a scam, or a request made only to collect payments or personal details from pros, choose "Spam or fraud" so we can look at it and help protect other pros. Tell us at once if someone asks you for money in advance or to pay through an unusual method.

Requests that are false or made in bad faith are denied and may lead to suspension under the Pro Agreement.

10. Changes

We may update this policy with the same notice as the Pro Agreement. A change does not apply to a credit request you made before it took effect. Questions: [email protected].