Money-Back Guarantee Policy

Referr offers buyer protection through our money-back guarantee. Here's what's covered and how to request a refund.

What's Covered

You may request a refund within 7 days of purchase if:

Duplicate Lead

❌ You already had this lead from another source
❌ Same person submitted to you multiple times

Lead Doesn't Meet Stated Terms

❌ Your lead request had specific terms the seller agreed to
❌ The lead clearly doesn't meet those terms

What's NOT Covered

Refunds are not available for:

Normal Business Outcomes

✅ Lead didn't convert to a sale
✅ Lead went with a competitor
✅ Lead changed their mind
✅ Lead's timing changed

Subjective Quality Concerns

✅ Lead wasn't as good as expected
✅ Lead has a lower budget than hoped
✅ Lead is shopping around

Buyer-Side Issues

✅ You didn't contact the lead promptly
✅ Lead couldn't be reached but contact details were accurate
✅ Your team didn't follow up

Time Expired

✅ Request made more than 7 days after purchase

How to Request a Refund

Step 1: Gather Evidence

Before requesting, prepare:

Evidence the lead doesn't match requirements

Step 2: Submit Request

Go to Purchased Leads
Find the lead in question
Click on the lead to open details
Click Contact Support about this Lead
Select the reason
Provide explanation and evidence
Submit

Step 3: Review Process

Our team will:

Review your request
Check the evidence provided
Verify with our records
Make a decision (typically within 1 business day)

Step 4: Resolution

If approved:

Refund processed to original payment method
Usually arrives within 5-7 business days
You'll receive email confirmation

If denied:

You'll receive an explanation
Can appeal with additional evidence

Refund Timeline

Stage	Duration
Submit request	5 minutes
Review period	2-3 business days
Decision notification	Via email
Refund processing	5-7 business days
Total	Up to 10 business days

What Happens to the Seller?

When a refund is approved:

Seller's earnings for that lead are reversed
Amount is deducted from their balance
Seller is notified of the refund

Evidence Requirements

Doesn't Meet Terms

Acceptable evidence:

Your lead request terms clearly stated
Proof the lead doesn't qualify
Example: Term said "homeowner" but lead is renting

Best Practices for Buyers

Contact Quickly

Try reaching leads within 1-2 hours
Multiple contact attempts
Different methods (call, email, text)

Document Everything

Save evidence of contact attempts
Screenshot any issues
Note dates and times

Be Thorough

Before requesting refund:

Have you tried all contact methods?
Multiple times?
At different times of day?

Frequently Asked Questions

What's the refund deadline?

7 days from purchase date.

Can I get a partial refund?

Potentially, in some cases our Customer Service team may decide that a partial refund is a fair resolution - often funded by Referr instead of the seller.

What if I accidentally purchased a lead?

This isn't covered by the guarantee. Be careful before clicking purchase.

Can sellers dispute refunds?

Sellers can provide their perspective during our review. Referr's decision is final.

Will my account be affected by many refund requests?

Excessive refund requests may be reviewed to ensure appropriate use of the guarantee.

What if the lead was valid but just won't respond?

This isn't grounds for refund. Some leads simply don't respond.

Important Notes

Time Limit

7 days is firm. After this period, refunds cannot be processed.

Legitimate Issues

The guarantee is for legitimate issues:

Don't abuse the system
Provide honest evidence
Respect the process
Users who abuse the guarantee may be removed from our platform

One Refund Per Lead

Each lead can only be refunded once.

Preventing Issues

For Buyers

Set clear terms in your lead request
Specify location requirements
Contact leads quickly
Read messages from Sellers as they may want to discuss leads with you before purchase to confirm terms/ criteria are satisfactory

For the Platform

Lead validation catches many issues upfront
Score system indicates quality
Duplicate detection prevents repeats

Money-back guarantee