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 Lead/Call

A billable lead/call means that the customer is:

• The decision maker and can authorize the work
• Within the geographic territory that you signed up for
• Asking for a service that matches the lead type you signed up for

For phone calls, the call audit team individually assigns a disposition category and billable status to every call. Billable calls meet all of the criteria above, or one or more of the following criteria:

• Contact information is exchanged
• An appointment is set
• You refer the customer to another company
• The call is missed
• A voicemail or IVR answers the phone
• Pricing or an estimate is provided

Things to Remember

• Not every billable lead will turn into a job – it is up to the partner to close the job and show the value of their service to potential customers
• If a call goes unanswered, goes to voicemail, is answered by an IVR, or is handled inadequately, the call is considered billable
• Always call missed calls back as quickly as possible – we will send the caller’s number to you via text and email immediately after the call is missed
• If the caller asks for a different company, let them know you are a different company but offer the same services
• If a valid lead in need of your services is denied service due to lack of availability, you will be billed. Always turn the account status to paused if you are unable to take on additional leads.

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.

Things that can negatively affect your quality score include:

1. A high refund rate on billable leads
2. Excessive missed calls
3. Poor handling of calls
4. Pausing the account for extended periods of time

Returns

We do allow buyers to return leads or calls under certain scenarios. Returns must be made within 7 days of receiving the lead. Leads and calls can be returned via the portal for the following reasons:

1. Disconnected or Wrong Phone Number
2. Wrong category – Not a restoration lead
3. Obvious spam
4. Customer denies making request
5. Duplicate call after a lead
6. When a user submits a lead and then calls in through our confirmation page phone, we bill for the call and credit the lead

** For form leads, not being able to contact a lead is NOT a valid reason for return. Generally, contact rate for form leads is around 75%. For this reason the leads are less expensive than phone calls.