Lead-Credit Refund Policy

A credit is normally used once customer contact details are successfully revealed. A discretionary replacement credit may be considered when:

• The supplied telephone number and email are both invalid.
• The named customer confirms they did not submit the request.
• The job was already completed before it was approved and listed.
• The job location or trade category was materially misrepresented.

Usually not eligible

• The customer does not answer immediately or chooses another trade.
• The job value is lower than hoped.
• The member is unavailable or outside the area.
• The parties cannot agree a price.

Submit a claim through the complaints process promptly with the job reference and evidence. Replace this starter policy with final claim deadlines and decision times before taking payments.