Billable & Return Policy
Our goal is to provide our customers with top-quality leads that turn into paying clients. While not every lead will become a job, we strive for fair, transparent pricing and to only charge you for billable leads and calls.
Definition of a Billable Call
A call is considered billable when the caller:
- Is the homeowner or authorized decision-maker
- Note: Appliance repair calls are excluded. If your company requires this, please confirm ownership before proceeding.
- Falls within your chosen service area
- Requests a service that matches your lead type
A call is also billable if any of the following occur:
- Contact information is exchanged
- An appointment is set
- You refer the customer to another company
- The call is missed (rings four or more times on the recording)
- A voicemail, AI agent, or IVR answers the call
- Pricing or an estimate is provided
- Note: Plumbing leads are excluded.
Every call is reviewed by our audit team to ensure accuracy and fairness.
Form Leads
- All form leads are charged to your account balance upfront
- Lead pricing does not guarantee successful contact
Returns on forms are allowed under the following conditions, if submitted within 7 days of receiving the lead:
- Disconnected number
- Wrong number
- Obvious spam
- Customer denies making the request
- Duplicate call after a lead (if a user submits a form and also calls in through the confirmation page, the call will be billed and the lead credited)
Important: Not being able to contact a form lead is not a valid reason for return. Contact rates for form leads average around 75%, which is why they are priced lower than phone calls.
Things to Remember
- Not every billable lead will result in a job. It is your responsibility to follow up and close the sale by showing the value of your service.
- Once a valid lead is delivered, we do not have control over:
- Your availability
- Your ability to convert the lead into a sale
- Equipment issues
- Cancelled appointments
- Ability to reach the caller after the initial contact
- All valid leads are billable, even if:
- They go unanswered
- They reach voicemail, AI, or IVR
- They are handled inadequately
- Always follow up on missed calls quickly. Caller details are sent via text and email immediately.
- If a caller asks for a different company, clarify who you are and offer your services.
- Leads cannot be declined based on:
- Payment method (insurance vs. self-pay)
- Room minimum requirements
- If you cannot take on additional work, pause your account. Declining valid leads due to lack of availability does not make them eligible for return.
Account Quality Score
We use account quality score as a metric to evaluate and determine which accounts are most suitable for receiving leads. This score involves several factors and can directly impact the number of leads an account receives. A higher quality score indicates that an account is more likely to convert leads successfully, while a lower score can result in fewer leads being directed to that account.
Factors that can negatively affect your quality score include:
- A high refund rate on billable leads
- Excessive missed calls
- Poor handling of calls
- Pausing the account for extended periods of time
