Refund & Lead Credit Policy

1. What this policy covers

This Refund & Lead Credit Policy applies to the standard Book More Leadz business lead program operated by Joe Lumi LLC and forms part of the Terms of Service. It addresses base-lead fees, optional Qualified Call Upgrade charges, pilot billing, prepaid balances, and errors. A separately accepted written order may provide more favorable rights or specifically disclosed different rules, but cannot remove mandatory legal rights.

We sell qualifying delivered inquiries, not completed jobs. A fair review distinguishes a lead that never met the agreed product requirements from a genuine inquiry that did not convert. We do not rely on a blanket "all sales final" statement to retain unauthorized charges, payment errors, or unearned prepaid amounts.

2. The billable lead standard

A billable base lead must meet the Verified Lead criteria in the Terms and be successfully delivered to the agreed destination with a lead ID and delivery timestamp. It must concern a supported service in your selected service area, include the required usable contact information, reflect a genuine request and represented property authority, and have the required source verification and contact permission.

A queue entry, routing decision, anonymous click, unfinished/unverified inquiry, or failed inaccessible delivery is not enough. Notification delivery is not the same as portal accessibility. A full street address is required only when the accepted product requires one; otherwise sufficient service-area/project information may satisfy the address requirement. Review uses the accepted order and policy version in effect for the delivery.

3. Common reasons a credit or reversal is appropriate

Eligible defects include a fabricated/spam/test/internal inquiry; a materially wrong or unusable contact method when no accepted alternative is supplied; a requested project outside the selected service area or service group; a requester who denies making or authorizing the inquiry and credible evidence supports that denial; a missing required verification step or required contact permission; an inquiry sold as new although the project was already completed before the inquiry was created; a duplicate under the rule below; or an inaccessible/failed delivery incorrectly billed.

Also eligible are system-generated duplicate charges, the wrong price or payment method rate, an upgrade never selected or never qualified, charges for a lead delivered after the effective pause/cancellation, and other objectively unsupported or unauthorized charges. A defect caused by our platform is not shifted to you merely because a status label reads "accepted" or "sent."

4. Outcomes that do not by themselves make a lead invalid

No answer, missed calls, delayed responses, price shopping, a request for more than one estimate, lack of financing, a budget below your preference, homeowner indecision, rescheduling, a later cancellation, failure to book an appointment, or failure to close a job is not by itself proof that the delivered inquiry was invalid.

The homeowner hiring another company after making a genuine inquiry, your sales process, unavailable scheduling, or your decision not to quote is also not by itself an eligibility defect. A different result applies when the evidence establishes an actual product defect, an undisclosed qualification requirement in the accepted order, or a misrepresentation before delivery. We assess the specific facts rather than using these examples to deny every complaint.

5. Duplicates and repeat inquiries

An additional delivery for the same contact or household and the same project/service group within 30 days of an earlier billable delivery is ordinarily a duplicate and should not create another base fee. We compare lead IDs, normalized contact data, property/project information, source times, and prior delivery evidence, not only a name match.

A genuinely different project or independently requested trade may be a separate lead. A homeowner who existed in your CRM before this inquiry is not automatically a duplicate; supply the earlier inquiry/project record to establish whether it is the same opportunity. Messaging retries, duplicate webhooks, a repeated intake submission for the same active project, and a call tied to the same delivered lead are not new base leads.

6. Qualified Call Upgrade review

The standard upgrade costs $35 only when selected, outside the pilot, for the same delivered homeowner/project, with a tracked answered inbound call containing at least 60 seconds of substantive connected conversation within 7 days of delivery. At most one upgrade applies to that lead.

Ringing, voicemail, hold/automated-menu time without substantive conversation, spam, wrong numbers, tests, disconnected calls, duplicate events, and calls outside the window do not qualify. Review may use timestamps, linked lead ID, connection evidence, and any lawfully available recording/transcript. Do not make an unlawful recording to prove a claim. If the base lead is invalid, reverse any associated upgrade fee as well.

7. How and when to submit a dispute

Use an available portal dispute control or email [email protected] within 72 hours after the delivery became accessible. Include the lead ID, delivery date, the specific reason, the requested correction, and proportionate evidence such as a wrong-number response, prior duplicate ID, a project/service-area mismatch, or a system error screenshot. Do not include full payment credentials, unnecessary sensitive information, or third-party details unrelated to the claim.

Keep ordinary contact notes when appropriate, but no minimum number of repeated calls/texts is required to overcome credible evidence that a lead is invalid. Never disregard a STOP request, legal contact restriction, or a homeowner's request not to be contacted in order to satisfy a dispute procedure.

If an outage prevented submission, or fraud/another latent defect could not reasonably be discovered within the standard window, submit promptly after access/discovery and explain the circumstances. We do not automatically reject a claim solely because a hidden defect surfaced later or because a mandatory statutory remedy has a longer period.

8. Review, decision, and appeal

Our target is to acknowledge and review a sufficiently documented request within 5 business days. If additional evidence is reasonably needed, we will explain what is missing and why. Complex investigations or provider delays may take longer; the target is an operational goal, not a promise that an unresolved case silently expires.

The decision should identify the lead, applicable rule, outcome, amount, and a concise reason. An approved correction should be visible in the relevant ledger or invoice. You may request a second review within 14 days of the decision, or later when material new evidence or mandatory rights justify it. Escalation contact: [email protected]. We will not condition a valid refund on deleting a truthful review or waiving unrelated rights.

9. How an approved correction is applied

For an unpaid lead, remove or reduce the erroneous invoice/wallet obligation. For a paid invalid lead on an active prepaid account, the ordinary remedy is a full equivalent account credit or replacement lead unit, including any invalid associated call-upgrade amount. Do not issue a replacement and also retain a charge for the same invalid item. An adjustment is not complete until the account records reflect it.

A payment refund instead of a future-use credit is appropriate for an unauthorized or duplicate payment, when law requires it, when the account has closed and there is no appropriate future service use, or when we agree that a credit cannot reasonably remedy the issue. A credit must not be used to force renewed purchases after cancellation. Any taxes attributable to the reversed charge should also be corrected where applicable.

Refunds are ordinarily returned to the original payer and payment method after reasonable security checks. If that method cannot receive the refund, agree on a lawful alternative. Our processing target after final approval is 10 business days; bank/processor posting can take additional time. We will not claim a refund was sent until the payment action actually succeeds.

10. Pilot, prepaid balances, and closing your account

The 10-Lead Pilot is $0 upfront, not a promise of 10 free leads. The pilot ends at the earliest of the 10th delivered lead, 7 days after the first delivery, or cancellation. Only qualifying leads actually delivered before the effective end are payable, at $105 ACH or $109 card under the selected method. Qualified-call upgrade fees are waived during the pilot.

After cancellation, stop future authorized replenishments and reconcile delivered lead fees, approved credits, cleared payments, and expressly authorized non-lead services through the effective end. Refund the unspent prepaid monetary balance after valid amounts due are accounted for. No forfeiture of the entire remaining deposit, retroactive penalty, or invented minimum-volume charge applies under the standard offer.

Promotional noncash credits or complimentary units with no paid cash value are not redeemable for cash unless law or their specific offer requires it; they must be distinguished from purchased funds. An unearned paid balance is not reclassified as promotional simply to avoid a refund. Any extended territory hold is chargeable only for an expressly authorized hold, and unused prepaid hold time is reconciled under its accepted terms and law.

11. Bank disputes, fraud controls, and reservations of rights

Please contact support first when practicable so we can investigate quickly, but nothing here prohibits a lawful card/ACH dispute, regulator complaint, or other nonwaivable remedy. We may provide accurate transaction and acceptance evidence to a payment provider and temporarily pause future delivery during a genuine payment/security dispute.

We may reject fabricated evidence, repeated abusive claims, or attempts to receive both a full refund and an unreversed duplicate credit for the same charge. We may recover only properly supported amounts permitted by the accepted agreement and law. A genuine disagreement or exercise of a legal right is not itself fraud. Maintain relevant records while a dispute or legal hold is open.

12. Contact and version

For lead or payment corrections, contact [email protected]. Operator: Joe Lumi LLC, doing business as Book More Leadz. Mailing address: 123 Main Street PA. This page shows its effective date and version. Saved draft edits do not retroactively change the rules applicable to previously accepted orders.