Refunds & Disputes: Policy & Procedures
Quick Answer
Heritage Web offers a 7-day good-faith refund policy for quality issues, including invalid contact information, clients who have already hired another professional, significant service mismatches, or technical errors. Refund requests must be submitted within 7 days of purchase, accompanied by specific documentation of the issue and proof of contact attempts. We don't refund for normal non-conversion, client budget concerns, or standard business outcomes. Most requests are reviewed within 48 hours, and refunds are processed within 3-5 business days.
Overview
Our refund and dispute policy strikes a balance between professional protection and marketplace integrity. While we stand behind our lead quality through manual verification and third-party validation, we recognize that occasionally issues arise requiring resolution. Understanding what qualifies for refunds, how to request them properly, and the review process helps maintain positive relationships while protecting your investment.
The 7-Day Good-Faith Guarantee
What the Guarantee Covers
Quality Protection:
Lead quality issues
Verification failures
System errors
Significant mismatches
Fraudulent submissions
Not Performance Protection:
Conversion rates
Client decisions
Competition outcomes
Market conditions
Business factors
Why 7 Days?
Timeline Rationale:
Sufficient for initial contact
Allows quality verification
Prevents abuse
Maintains data relevance
Balances interests
Valid Refund Reasons
Category 1: Invalid Contact Information
Completely Fake Information:
Non-existent phone numbers
Bouncing email addresses
Fictitious names
Invalid addresses
Bot-generated content
Evidence Required:
Screenshot of bounce message
Phone carrier error message
Multiple contact attempts documented
Different methods tried
Timestamp evidence
Important: Wrong numbers or typos may qualify if severe
Category 2: Already Hired Professional
Client Previously Engaged Someone:
Hired before your purchase
Already under contract
Services already started
Exclusive agreement exists
No longer needs service
Evidence Required:
Client communication stating this
Email or text screenshot
Call notes with details
Date of prior engagement
Clear timeline proof
Category 3: Significant Service Mismatch
Complete Mismatch Examples:
Criminal law need, you do family law
Spanish required, you speak only English
Commercial issue, you handle residential
Different state license required
Completely wrong specialty
What Doesn't Qualify:
Slightly different subspecialty
Budget lower than expected
Timeline not ideal
Distance bit farther
Minor preference differences
Category 4: Technical Errors
System Issues:
Duplicate charge
Wrong lead delivered
Payment without access
System malfunction
Data corruption
Evidence Required:
Screenshot of error
Transaction details
Communication attempts
Timeline of issue
Account information
Category 5: Duplicate Leads
Same Client, Multiple Purchases:
Identical request sold twice
System error creating duplicate
Same client, different publication
Resubmission not caught
Database error
Resolution:
Full refund for duplicate
Keep original purchase
System investigation
Prevention measures
Invalid Refund Reasons
Normal Business Outcomes
Not Eligible for Refunds:
Reason | Why Not Eligible | Alternative Action |
Client didn't hire you | Normal conversion rates | Improve follow-up |
Price too high for client | Standard objection | Adjust services |
Client changed mind | Common occurrence | Nurture long-term |
Slow response hurt chances | Your responsibility | Respond faster |
Client exploring options | Expected behavior | Better pitch |
Lost to competitor | Business competition | Differentiate better |
Conversion Issues
Conversion-Related (Not Eligible):
Low conversion month
Difficult client personality
Unrealistic expectations
Communication challenges
Cultural misunderstandings
Language barriers (if matched correctly)
Quality Disagreements
Subjective Quality (Not Eligible):
Lead "not serious enough"
"Seems like tire kicker"
"Probably won't pay"
"Too much work"
"Not my ideal client"
"Seems difficult"
How to Request a Refund
Step 1: Gather Documentation
Required Information:
Lead ID/Reference number
Purchase date and time
Amount paid
Invoice number
Specific issue category
Supporting Evidence:
Contact attempt records
Screenshots of errors
Email bounce messages
Client communications
Phone logs
Step 2: Submit Request
Submission Methods:
Email (Preferred):
To: [email protected] Subject: Refund Request - Lead ID [XXXXX] Lead ID: [XXXXX] Purchase Date: [Date] Amount: $[XXX] Issue: [Invalid contact/Already hired/Mismatch/Technical] Details: [Specific description of issue] Evidence: [List what you're attaching] Contact Attempts: [Date/time/method of each attempt] Attachments: [Screenshots/logs]
Support Chat:
Available during business hours
Provide same information
May need follow-up email
Get ticket number
Step 3: Wait for Review
Review Timeline:
Acknowledgment: Within 24 hours
Investigation: 24-48 hours
Decision: Within 48-72 hours
Holiday delays possible
What Happens During Review:
Verify purchase details
Check lead information
Review evidence provided
Investigate system records
Make determination
Process if approved
Step 4: Receive Decision
Approval Communication:
Email confirmation
Refund amount confirmed
Processing timeline provided
Account notation made
Prevention discussed
Denial Communication:
Reason explained
Evidence reviewed
Policy referenced
Alternatives offered
Appeal process noted
Step 5: Refund Processing
Processing Timeline:
Heritage Web processing: 1-2 days
Stripe/Bank processing: 3-5 days
Card statement: 5-10 days
Total time: Up to 10 business days
Where Refunds Appear:
Original payment method
Same card used
Bank statement credit
Stripe notification
Heritage Web invoice
Dispute Resolution Process
Initial Dispute
If Request Denied:
Review denial reason
Gather additional evidence
Request reconsideration
Provide new information
Escalate if needed
Escalation Path
Level 1: Support Team
Initial review
Standard decisions
Policy application
Basic resolution
Level 2: Support Manager
Complex cases
Policy exceptions
Pattern issues
Relationship preservation
Level 3: Management
Final decisions
Special circumstances
Strategic accounts
Policy clarification
Appeal Process
How to Appeal:
Respond to denial email
Request escalation
Provide new evidence
Explain special circumstances
Wait for review (48-72 hours)
Appeal Considerations:
Account history
Purchase volume
Issue patterns
Relationship value
Unique circumstances
Special Circumstances
High-Value Leads
Leads Over $300:
Enhanced review process
More thorough investigation
Management involvement
Detailed documentation
Careful consideration
Multiple Refund Requests
Pattern Detection:
System tracks requests
Patterns investigated
Account review triggered
Additional verification
Potential restrictions
Legitimate Patterns:
Bad batch of leads
System issue affecting multiple
Publication-specific problem
Time period anomaly
Technical Issues
Mass Technical Problems:
Proactive communication
Automatic refunds possible
No request needed
Faster processing
System-wide resolution
Account Standing
Good Standing Benefits:
Faster review
Benefit of doubt
Flexible consideration
Relationship preservation
Priority handling
Warning Signs:
Excessive requests
Pattern abuse
Inconsistent evidence
Policy violations
Terms breaches
Preventing Refund Needs
Pre-Purchase Prevention
Best Practices:
Review lead details carefully
Check specialty match
Verify service area
Confirm language match
Assess qualifying answers
Post-Purchase Prevention
Immediate Actions:
Contact within 2 hours
Multiple contact methods
Professional approach
Clear communication
Document everything
System Best Practices
Account Management:
Keep contact info updated
Maintain accurate specialties
Update radius appropriately
Monitor email delivery
Check spam folders
Chargebacks and Payment Disputes
Before Filing Chargeback
Required Steps:
Contact Heritage Web first
Allow refund process
Provide opportunity to resolve
Exhaust internal options
Document attempts
Chargeback Consequences
Potential Results:
Account suspension
Purchase blocking
Investigation required
Relationship damage
Permanent ban possible
Why to Avoid
Better Resolution Through Heritage Web:
Faster processing
Maintain relationship
Future purchase ability
No credit impact
Professional handling
Important Policy Notes
Non-Negotiable Elements
7-day timeline is firm
Valid reasons list is complete
Evidence is required
Original payment method only
Decision is final after appeal
Policy Consistency
Applied equally to all
No special exceptions
Same for sponsors and free
All programs covered
Terms enforcement
Relationship Impact
Good faith assumed
Patterns monitored
Abuse not tolerated
Fair treatment priority
Long-term view
FAQs
Q: What if I discover an issue after 7 days? A: The 7-day window is firm. Contact support immediately, but refunds outside this window are extremely rare and require exceptional circumstances.
Q: Can I get a partial refund? A: Refunds are typically all-or-nothing based on whether the issue qualifies. Partial refunds are not standard policy.
Q: What if the client contacts me after I get a refund? A: If a refunded lead later becomes valid, you should inform support. You may be charged for the lead if you proceed with the client.
Q: How many refunds can I request? A: There's no set limit for legitimate issues, but patterns are monitored. Excessive requests trigger review and potential account restrictions.
Q: Can I transfer a refund credit to another purchase? A: No, refunds return to the original payment method only. Credits or transfers are not available.
Q: What if I'm denied but disagree with the decision? A: Use the appeal process with any new evidence. Final decisions after appeal are binding.
Next Steps
Document all contact attempts
Request refunds promptly when eligible
Provide complete evidence
Maintain professional communication
Track patterns in your purchases
Improve pre-purchase evaluation
Focus on conversion optimization
Related Articles
Understanding Lead Quality & Our Vetting Process
Referral Pricing & Payment Terms
Managing Your Purchased Leads
When to Pass on a Lead
Terms of Service
Account Standing and Restrictions