You pay a Lead Fee only for Requests you accept. If an Accepted Lead turns out to be invalid for one of the reasons below, you get a credit for its Lead Fee.
You get a credit when
| Reason | What counts | What we check |
|---|---|---|
| Can't reach the Homeowner | The phone number is wrong or disconnected, or the Homeowner didn't respond to at least 3 attempts (calls or texts) over 72 hours and doesn't confirm in our follow-up that you reached them. | Your attempt log on the pro website, plus the Homeowner's answer to "Did {pro} reach you?" |
| Outside your area or Trade | The Request's ZIP is outside your saved Service Area, or it's in a Trade you didn't select. | Your profile at the time of the offer |
| Wrong tier or Trade | The Request is materially different from the Job Packet: a different fee tier than shown, or a different Trade. You didn't take the Job. | Your note, the Homeowner's confirmation, photos |
| Duplicate | The same Homeowner sent the same Request again within 7 days, and you'd already paid for it. | Request records (granted automatically when we detect it) |
| Fake, test or spam | The Request wasn't made by a real person looking for this work. | Our review (granted automatically when we detect it) |
| Cancelled before you could reach them | The Homeowner cancelled within 2 hours of your acceptance, before any contact. | Cancellation timestamp |
| Unsafe or abusive Homeowner | You stopped because the Homeowner threatened, harassed or discriminated against you. | Your report, and our review |
Charges for a Request another pro won, double charges and wrong amounts are billing errors, not credits. They're refunded to your card (PPA §7.6).
You don't get a credit when
- The Homeowner chose another pro, decided not to hire, or found your price too high.
- You reached the Homeowner and they only wanted a quote.
- You accepted a Request outside your Trades or Service Area after we showed you the details.
- The Lead Fee was $0 (your first Accepted Lead).
How to claim
- Open the lead on the pro website, tap Request a credit, pick a reason, and add a note if you like.
- Claim within 14 days of accepting.
- We decide within 3 business days, and tell you the decision and the reason.
- If you disagree, reply within 14 days. A different person will take a second look.
Two kinds of credit
| Invalid-lead credits (this policy) | Promotional credits (for example, referring another pro who becomes active) | |
|---|---|---|
| Use | Applied automatically to your next Lead Fee(s) | Applied automatically to your next Lead Fee(s) |
| Expire | Never | 12 months after they're issued |
| On closing your account | Refunded to your card on request, within 30 days | Not refundable, no cash value |
We don't give Homeowners credits or rewards for hiring pros or for referring other Homeowners' jobs.
Fair use
- If credit claims exceed 30% of your Accepted Leads in a 30-day period, we may review the account. A person does that review.
- Asking for credits you're entitled to never reduces your Lead Offers by itself.
- Knowingly false claims break the Pro Partner Agreement (§10).
Questions? Write to Retrify Holdings LLC, PO Box 154, Windsor, CA 95492.