7-Day Refund Policy Explained

Quick Answer

You can request a refund for purchased leads within 7 days of purchase by contacting support via chat or email. Each request is evaluated on a case-by-case, good-faith basis, with responses typically within 48 hours. Refunds are not automatic but consider factors like lead quality, contact information accuracy, and your attempt to reach the client.

Overview

Heritage Web's refund policy balances protecting professionals from invalid leads while maintaining the integrity of our manually-vetted referral system. Understanding the policy helps you know when and how to request refunds for legitimate issues.

When to Request a Refund

Valid Reasons for Refund Requests

Reason	Examples	Likelihood
Invalid Contact Info	Disconnected phone, bounced email	High
Duplicate Purchase	System error causing double charge	High
Wrong Match	Lead clearly outside your specialty/location	High
Spam/Fake Lead	Despite manual review, some slip through	Medium
Client Already Hired	Client found help before you could contact	Medium
Unresponsive Client	Multiple contact attempts with no response	Low-Medium

Invalid Reasons for Refunds

Client chose another professional
Case complexity different than expected
Client changed their mind about services
You didn't contact client within 48 hours
Conversion didn't happen (no guarantees)

How to Request a Refund

Step 1: Gather Information

Before requesting, collect:

Lead ID number
Purchase date and amount
Screenshot of the lead details
Documentation of contact attempts
Specific issue encountered

Step 2: Contact Support Within 7 Days

Submit your request through:

Live Chat: Fastest response during business hours
Email: [email protected]
Include all relevant information
Be specific about the issue

Step 3: Provide Documentation

Support may request:

Proof of contact attempts (email/call logs)
Screenshots of error messages
Evidence of invalid information
Timeline of your actions

Step 4: Wait for Review

Heritage Web will:

Review within 48 hours
Evaluate on good-faith basis
Check lead quality and verification records
Consider your history and relationship
Respond with decision and explanation

Step 5: Refund Processing

If approved:

Refund credited to original payment method
Processing takes 5-10 business days
You'll receive confirmation email
Lead may be removed from your Purchased tab

Important Notes

7-Day Window: Strict deadline from purchase date
Case-by-Case Basis: No automatic refunds
Good Faith Evaluation: Consider relationship history
Contact Attempts Required: Must try reaching client first
One Refund Per Lead: Cannot request multiple times

FAQs

Q: What if I discover an issue after 7 days? A: The 7-day window is firm. Document issues immediately upon discovery and contact support as soon as possible.

Q: How many refunds can I request? A: There's no specific limit, but excessive requests may be scrutinized more carefully. Pattern of requests could affect evaluation.

Q: Are partial refunds available? A: Typically refunds are all-or-nothing. However, special circumstances may be considered on a case-by-case basis.

Q: What happens to the lead after a refund? A: Refunded leads may be removed from your account and could be made available to other professionals.

Q: Can I request a credit instead of a refund? A: Contact support to discuss alternatives. Account credits may be available in certain situations.