Refund Policy
Last updated: June 2025.
This policy explains when lead unlock fees may be refunded and when they are generally not refundable.
Overview
Lead unlock fees are generally non-refundable because access to contact details and documents is delivered at the point of purchase.
We may consider refunds in limited circumstances, at our discretion.
When a refund may be considered
Contact details are invalid or clearly unusable (for example, incorrect email and telephone with no reasonable way to reach the customer).
The same lead was duplicated and you were charged more than once for the same opportunity.
The lead was uploaded to the marketplace in error by our team.
When refunds are generally not available
The customer chooses another contractor.
The customer does not proceed with the project.
You are unsuccessful in winning the work or tender.
A tender opportunity is not awarded to you.
The project scope, budget or timing does not meet your expectations after you have reviewed the lead.
You unlocked the lead but decided not to pursue it.
How to request a review
If you believe a refund should be considered, contact us promptly with the lead reference and a clear explanation of the issue.
We will review each request on its merits. Approved refunds, where granted, are processed to the original payment method where possible.