Lead Refund Policy
If a lead you bought turns out invalid, we replace it with a fresh lead credit and add a bonus credit on top — applied automatically to your next purchase. No dispute board, no fine print.
The short version: if a lead is invalid, we replace it with a fresh lead credit and add a bonus credit on top — applied to your account and used automatically on your next lead. No arguing, no "dispute review board", no fine print. Bad leads are our cost, not yours.
What counts as an invalid lead
A purchased lead qualifies for a lead credit when any of the following is true:
- Unreachable contact: the phone number is disconnected, wrong, or never answers across at least 3 attempts over 48 hours.
- Fake or duplicate submission: the homeowner did not submit the request, or you already received this same homeowner from us within the last 30 days.
- Outside your service area: the property is outside the coverage area we matched you for.
- Not a roofing job: the request is for work you could not reasonably be expected to quote (e.g., gutter-only, solar, new construction bid where you serve repairs).
- Already hired: the homeowner signed with another company before we delivered the lead to you.
Price shopping, a homeowner who chooses another bid, or a job that turns out smaller than hoped are not refundable — that is the normal risk of any lead, and it is priced in.
How to request a refund
- Fastest way — your lead portal: open your portal link (sent to you by email) and click "Request a credit" next to the purchased lead. Pick a reason and submit — no email address needed. Don't have your portal link handy? Text or call us and we'll resend it.
- You can also reply to the lead delivery email with "refund" and one line on the reason, within 7 days of purchase — either channel works.
- No forms, no evidence packets. We check the lead record on our side and take your word unless the data clearly says otherwise.
What you get and when
- A replacement credit + a bonus credit — we swap the bad lead for a fresh one and add an extra credit as a goodwill gesture, applied to your account as soon as we approve the request (usually same day).
- Credits never expire and are used automatically on your next purchase, so an invalid lead doesn't cost you — it puts you slightly ahead.
- Fair-use note: the replacement is always honored. The goodwill bonus has reasonable per-account limits so the guarantee stays sustainable for everyone; accounts with an unusually high claim rate may be reviewed.
How credits support lead quality
Every PickARoofer exclusive lead is offered to one contractor at a time. Credits protect contractors from defined invalid-lead conditions while keeping eligibility rules clear and reviewable.
Wondering what leads cost in the first place? See our published Lead Pricing. Questions? Use the contractor page to reach us.