Credit & Replacement Policy

This page describes what happens if a lead you purchased turns out to be genuinely bad. It supplements — and does not replace — Section 7 of our Terms of Service.

1. What qualifies for a credit or replacement

A lead qualifies for a free replacement lead or an account credit if it is:

• Wrong number. The phone number on the lead is disconnected, not in service, or belongs to a different property/business than the one described on the card.
• Non-owner property. The property is not owned by an individual homeowner in a way that makes it usable for residential roofing outreach (for example, a commercial/corporate-owned parcel delivered inside a residential package).
• Duplicate. You already received this exact property in a prior package from us.

We evaluate each report individually and in good faith. Leads are not eligible for credit solely because a homeowner didn’t answer, declined the offer, or wasn’t interested — normal outreach outcomes aren’t a data-quality issue.

2. How to request one

Email [email protected] with the package ID and the specific address(es) affected, and which category above applies. There is no separate form or portal for this yet — at our current size, every request is reviewed personally.

3. What you get, and how fast

We aim to respond and resolve confirmed cases within 5 business days of your email. Resolution is, at our discretion, either a replacement lead of the same tier and market or an account credit toward a future package of equal value. We do not currently offer cash refunds on delivered leads — see Section 7 of the Terms for why (leads are perishable digital data delivered immediately upon purchase).

4. This is an interim policy

We’re a small team reviewing every request by hand right now. As volume grows, we’ll build a self-serve intake flow and may formalize SLAs further — this page will be updated first if that changes.