Version: refund-credit-2026-09-15. Effective September 15, 2026.
1. Scope
This policy applies to Homing Work lead-access fees and promotional unlocks. It does not govern a customer’s payment to a provider for actual work; that payment follows their separate agreement and applicable law. Customers do not pay Homing Work to submit a project.
A lead unlock delivers contact access for an opportunity, not a guaranteed reply, appointment, job, or revenue. The policy nevertheless provides a remedy for a verified defect or billing error. It does not limit rights that cannot be waived under applicable law or payment-network rules.
2. When a claim qualifies
- A marketplace technical failure recorded a charge or consumed a coupon use but did not deliver the purchased contact access, and prompt restoration does not provide the originally purchased opportunity.
- The same business was charged more than once for the same project, charged an amount above the confirmed total, or charged for an unauthorized transaction confirmed by the investigation.
- The supplied contact information was materially invalid when unlocked, such as a disconnected or unrelated phone number and no usable alternative contact method. An unanswered call, voicemail, or a message without a reply is not by itself evidence of invalid details.
- The project was fraudulent, not authorized by the purported customer, or a duplicate of the same underlying project already purchased by that business.
- The project’s actual service, location, or essential scope materially differed from the preview in a way that made the purchased opportunity unsuitable, beyond an ordinary estimating difference.
- The customer had already withdrawn the project, the project had expired, or all three disclosure places had already been used before the transaction, and a marketplace error nevertheless allowed it.
For a qualifying lead defect, the ordinary remedy is the full affected lead-access fee and any tax that must be reversed with it. For an overcharge or duplicate, the remedy is the erroneous portion. We may offer restored access for an unresolved technical failure, but a provider need not accept access to a materially stale or changed opportunity instead of an otherwise valid refund.
3. Outcomes that ordinarily do not qualify
- The customer does not reply despite valid contact details, selects another provider, declines the quote, changes plans, or cancels after a valid unlock.
- The provider is unavailable, contacts the customer too late, changes its mind, lacks required qualifications or equipment, or cannot agree on price or scheduling.
- A nonbinding estimate differs from the final quote, without a material misrepresentation of the underlying preview.
- Another permitted provider buys one of the other available places, or the provider assumed the lead was exclusive when the confirmation did not say so.
- Access was properly delivered but the provider did not use it, or the provider’s own misconduct prevented further engagement.
These examples do not defeat evidence of fraud, invalid details, a material preview defect, an unauthorized charge, or another qualifying error. We will assess the actual facts rather than deny a claim solely because the customer did not respond.
4. Request deadline and evidence
Email Support@homingwork.com from the account email, using the subject Lead review or Billing review. Include the business name, lead reference or invoice reference, the issue, when it occurred, the remedy requested, and any relevant screenshot or delivery-error message. You do not need to recreate information already in your purchase record.
Submit lead-quality claims within seven calendar days after the unlock. Submit duplicate-charge, incorrect-amount, or other billing-error claims within 30 calendar days after the first invoice or statement that reasonably reveals the error. If the problem could not reasonably have been discovered in that period, contact us within seven days after discovery and explain why. We will also consider later claims where our outage prevented submission or the law requires a longer period.
Provide reasonable evidence, not unnecessary personal data. We may check the saved preview, consent and disclosure history, transaction logs, delivery errors, and relevant customer responses. We will ask only for information reasonably needed to decide the claim. You do not need to repeatedly call a customer, secretly record a conversation, or provide a full customer message history. Redact unrelated information. You are not required to contact someone again after they ask you to stop.
5. Response and review
We aim to acknowledge requests within two business days and decide them within five business days after receiving the information reasonably needed. Business days are Monday through Friday, excluding US federal holidays, using America/New_York time. If review takes longer, we will explain the reason and provide an update at least every five business days. These are service targets, not a reason to disregard a legal deadline.
Our response will identify the transaction, decision, reason, amount or promotional remedy, and next step. If you disagree, reply with Appeal within 30 calendar days, explain the concern, and provide any new relevant evidence. We aim to complete the appeal within ten business days and will arrange a different reviewer where reasonably available.
A request does not by itself erase a valid balance. Where a documented dispute could cause an incorrect collection, we will pause collection of the disputed amount during review, or hold the relevant invoice if its disputed portion cannot be separated safely. Undisputed valid fees remain due; holds and adjustments will not create duplicate collection.
6. How approved remedies are applied
| Situation | Remedy |
|---|---|
| Fee incurred but not yet paid | Remove or credit the affected unpaid fee so it is not collected. If already invoiced, correct the invoice or issue the appropriate adjustment. |
| Eligible fee already paid | Refund the affected amount to the original payment method by default. A future-account credit is optional only if the provider chooses it. |
| Duplicate or amount error | Reverse only the duplicate or excess amount and related tax. The legitimate original purchase remains recorded. |
| Free coupon unlock with an approved defect | Provide one replacement promotional unlock for the same business and industry, restoring the lost benefit without erasing the original transaction history. No cash or dollar refund is due for a $0 payment. |
| Other goodwill request | A discretionary credit may be offered with its value and conditions stated. It is not a promise of refunds for every unsuccessful lead. |
We aim to submit an approved monetary refund to the payment processor within five business days after the decision. The bank or card network controls when it appears. If the original payment method cannot receive the refund, we will work with the processor and the verified account holder on a lawful alternative rather than automatically forcing store credit.
Credits that correct an actual paid charge do not expire under this policy and can be refunded if the provider closes the account before using them. Free promotional replacements have no cash value, remain tied to the eligible business and industry, and have no scheduled expiry while the business is eligible. A replacement is not a sixth original coupon use or a reset of first-ten eligibility. Every replacement must be linked to an approved defective transaction.
The combined refund, credit, reversal, and any chargeback recovery cannot exceed the amount actually paid or owed for the affected charge, plus legally required tax corrections. We will not issue two remedies for the same loss.
7. Contact privacy, history, and disputes
A remedy does not retract customer information already disclosed, erase a purchase or adjustment record, or reopen capacity for a fourth business on that project. You remain bound by the customer-data restrictions in the Provider Terms even after receiving a refund. A replacement promotional unlock may be used on a different eligible project, subject to that project’s capacity.
We may investigate repeated inconsistent claims, fabricated evidence, duplicate business identities, or attempts to obtain both a refund and payment-network recovery for the same amount. We will not penalize a provider merely for raising a good-faith concern or exercising a lawful dispute right.
Contacting support first can help resolve an error promptly, but it is not a prerequisite to using your lawful card-issuer, payment-network, court, or regulator remedies. Refund deadlines here do not shorten nonwaivable rights. Changes to this policy apply prospectively and do not reduce remedies for a purchase completed under an earlier effective version.