Refund Policy

1. Full Cash Refund Before Delivery

You are entitled to a 100% full refund to your original payment method if:

• You request cancellation before any leads have been delivered to your account
• Your order is still in "Pending Payment" or "Processing" status
• No deliverables have been provided or made accessible to you

How to Request: Contact our Customer Support Team directly: Raymond at +1 904 643 9800 or Adam at +1 941 991 5772, or submit a ticket through your account dashboard. Refunds are typically processed within 5-7 business days.

2. Lead Rejection and Replacement Policy

We verify all leads before delivery, but if a delivered lead does not meet your specified criteria or is invalid, you can reject it and receive a replacement at no additional cost.

2.1 Valid Rejection Reasons

Leads may be rejected for the following valid reasons:

• Criteria Mismatch: Property or seller information does not match your specified parameters (e.g., wrong state, county, property type, or motivation level)
• Duplicate Lead: You previously received the same contact through PropLeads or another verified source
• Invalid Contact Information: Phone number(s) disconnected, wrong number, or email bounces immediately
• Property Already Sold: Public records show the property has sold since lead generation (verified through county records)
• Not Decision Maker: Contact person is not the property owner or has no authority to sell
• Misrepresented Intent: For Listing Referrals - contact shows no genuine interest in listing or was not qualified properly
• Data Quality Issues: Critical information missing (e.g., no phone number, incomplete address, no owner name)
• Commercial vs Residential Mismatch: Lead type does not match your order (commercial when you ordered residential, or vice versa)
• Do Not Call Registry Violation: Contact is on federal/state Do Not Call lists (with documentation)

2.2 Rejection Process

1. Navigate to your Subscriptions dashboard and locate the lead
2. Click "Reject Lead" and select the appropriate reason from the dropdown
3. Provide detailed notes explaining why the lead doesn't meet criteria (required)
4. Submit your rejection within 14 days of lead delivery
5. Our team reviews your rejection within 1-2 business days
6. If approved, a replacement lead matching your criteria is delivered within 5-7 business days

2.3 Invalid Rejection Reasons

The following do not qualify for lead rejection or replacement:

• Seller not interested after initial contact (motivation can change; this is inherent to sales)
• Unable to reach seller after only 1-2 contact attempts (industry standard requires 6-8 attempts across different times/days)
• Seller "too motivated" or "not motivated enough" (subjective assessments)
• Property condition or asking price doesn't match your investment criteria (these are market variables)
• You simply changed your mind about your target market
• Seller is working with another agent/investor (leads are exclusive to you, but sellers can always change representation)

3. Order Hold for Later Use

If you need flexibility with your lead delivery timeline, you can request to hold your order for later use:

• Hold Period: Orders can be held for up to 180 days (6 months) from the purchase date
• No Additional Fees: There are no fees for holding your order
• Reactivation: Contact support when you're ready to resume lead delivery
• Criteria Updates: You may update your market criteria during the hold period
• Expiration: After 180 days, held orders automatically convert to account credits

To Request a Hold: Call our Customer Support Team - Raymond at +1 904 643 9800 or Adam at +1 941 991 5772 with your order ID and desired hold period, or submit a ticket through your dashboard.

4. Refund as Credits

If you prefer not to continue with your current order but want to maintain flexibility for future purchases, you can convert your order value to account credits:

4.1 Credit Conversion

• 100% Value Retained: Your full order amount converts to credits (no deductions)
• No Expiration: Credits never expire and remain in your account indefinitely
• Flexible Usage: Use credits for any future lead purchases (Real Estate Leads or Listing Referrals)
• Stackable: Credits can be combined with promo codes for maximum savings
• Automatic Application: Credits are automatically applied at checkout (you can opt out if preferred)

4.2 Credit Refund to Bank Account

Need your credits converted back to cash? We offer ACH bank transfers for credit refunds:

• Minimum Amount: $50 minimum credit balance required for ACH transfer
• Transfer Fees: You are responsible for all transfer fees, which include:
  • Stripe processing fee: 2.9% + $0.30
  • ACH transfer fee: $2.00 per transaction
  • Total deduction: ~3.2% of credit amount + $2.30
• Processing Time: ACH transfers typically complete in 3-5 business days
• Verification Required: Bank account must be verified and match your registered business name

How to Request ACH Refund: Contact our finance team at billing@propleads.net with:

1. Your account email and user ID
2. Credit amount you wish to transfer
3. Bank account details (routing number, account number, account holder name)
4. Reason for credit refund (optional but helps us improve)

5. Referral Program Credits

Credits earned through our referral program are subject to the same refund policies as purchase credits:

• Earned Credits: Referral credits are earned when your referred user completes their first paid order
• Refundable: Yes, referral credits can be refunded via ACH (same fees apply)
• Minimum Balance: $50 minimum for ACH transfers
• Tax Reporting: Referral earnings over $600/year may be reported to IRS (Form 1099)

6. Promotional Credit Restrictions

Credits received through promotional campaigns (e.g., sign-up bonuses, seasonal promotions) have additional restrictions:

• Non-Refundable: Promotional credits cannot be refunded for cash via ACH
• Non-Transferable: Cannot be transferred to other accounts
• Expiration: May expire based on promotion terms (clearly stated at time of award)
• Use-It-Or-Lose-It: Promotional credits must be used for lead purchases

7. Chargeback Policy

Important: Filing a chargeback or payment dispute with your bank before contacting us is considered a violation of these Terms and may result in:

• Immediate suspension of your account and all access to leads
• Forfeiture of all account credits and unused order balances
• Legal action to recover costs associated with chargeback processing
• Permanent ban from future use of PropLeads services

We are committed to resolving all disputes fairly and quickly. Please contact us first before initiating any payment disputes. We have a 24-48 hour response time for all refund requests.

8. Our Flexibility Commitment

At PropLeads, we understand that real estate is a dynamic business. We're committed to working with you to find solutions that meet your needs:

• Open Communication: We're always willing to discuss unique situations or concerns
• Custom Solutions: For bulk orders or enterprise clients, we can create custom refund arrangements
• Quality Guarantee: If you're consistently receiving low-quality leads, we'll work with you to improve targeting or provide compensation
• Partnership Mindset: Your success is our success - we're invested in helping you close deals

Have a unique situation not covered here? Reach out to us. We're real people who understand real business challenges, and we're here to help.

9. Refund Processing Times

10. Contact Us

For any refund-related questions or requests:

• Customer Support: Raymond - +1 904 643 9800
• Customer Support: Adam - +1 941 991 5772
• Billing Inquiries: billing@propleads.net
• Support Portal: Submit a ticket through your account dashboard
• Response Time: We respond to all inquiries within 24-48 hours (usually much faster)