Refund policy
Short version: Every exclusive lead is guaranteed for 5 days: a 5-day refund window if it is not as described. The price goes back to your wallet as credit.
How a refund claim works
The reasons you can pick
The claim form has seven reasons. Pick the one that fits. You also tell us what happened in at least 30 characters.
- Wrong or disconnected phone number
- Seller never requested an offer
- Duplicate of a lead I already own
- Property already under contract or sold
- Outside my buy box / wrong area
- Seller unreachable after 5+ attempts
- Other
Common questions
How long do I have to ask for a refund?
Every exclusive lead is guaranteed for 5 days: a 5-day refund window if it is not as described. After that the claim form is closed for that lead.
Which reasons can I choose?
The form has seven reasons: wrong or disconnected phone number; seller never requested an offer; duplicate of a lead I already own; property already under contract or sold; outside my buy box / wrong area; seller unreachable after 5+ attempts; other. You also tell us what happened in at least 30 characters.
What can I not ask a refund for?
You cannot ask after the 5-day window, a second time for the same lead, or for a lead we already refunded. Leads that came through a partner feed go through your account manager. Data Pool properties have no refunds. For plan fees, open a support ticket.
How many times can I ask about one lead?
Once. Each purchase gets one claim, so the same purchase cannot be claimed again.
How do I hear back?
You get the answer by e-mail and in your notifications.
What do I get back?
When the lead is not as described, the price you paid goes back to your wallet as credit. It is not paid back to your card. If a bonus paid part of the price, that part goes back to your bonus balance. A lead you took with your welcome gift goes back to the gift.
What happens to the lead after a refund?
The lead leaves the feed. We do not sell it again on our own. You cannot buy that lead again.
How do I ask?
Open MyCRM, find the lead and choose Request refund. You can also file a claim from the list of your purchases in Billing.
Does cancelling a plan refund the month?
Not on its own. You can ask about the current month in a support ticket.
What if a Data Pool record is wrong?
Data Pool properties are delivered right away, so they have no refunds. Report the record from My Records instead. If you paid for it with wallet money, we add 1 free property to your account, up to a monthly limit. A record you took with a free property gets no replacement. If the phone is disconnected, we hide that number for everyone.
The full wording is in our Terms of Service. Looking for the products? See exclusive leads or the Data Pool.