Lead Purchase & Credit Policy.

Purpose of This Policy

This Lead Purchase & Credit Policy establishes guidelines for provider purchases of customer opportunities through HelpPair and for requests to review a purchased lead for possible account credit.

This policy should be read together with the HelpPair Provider Agreement, Terms of Use and any pricing or purchasing terms presented through a provider account.

What HelpPair Means by a Lead

A lead is information relating to a person or organization that has submitted or otherwise generated a potential service inquiry through the HelpPair marketplace or an applicable HelpPair marketing channel.

Depending on the marketplace configuration, lead information may include:

• Customer name.
• Telephone number.
• Email address.
• Service category.
• Project description.
• Location or service area.
• Requested timing.
• Other information voluntarily supplied by the customer.

Lead Purchases

Providers may be offered opportunities to purchase or otherwise access leads under pricing and participation terms made available by HelpPair.

Pricing may vary according to factors such as:

• Service category.
• Geographic market.
• Customer demand.
• Lead type.
• Marketplace availability.
• Shared or limited-distribution structure.
• Other marketplace conditions.

The applicable price displayed or communicated at the time of purchase governs that purchase unless otherwise stated.

Leads That May Qualify for Credit Review

A lead may be considered for account credit when HelpPair determines that there is an objective issue materially affecting the validity or usability of the lead.

Situations That Generally Do Not Qualify

HelpPair does not provide credits simply because a lead does not convert into a paying customer.

Unless required by applicable law or otherwise approved by HelpPair, the following generally do not qualify for credit:

• The customer did not answer.
• The customer did not return a voicemail or text.
• The customer requested multiple estimates.
• Another provider reached the customer first.
• The customer chose another provider.
• The customer believed the provider's price was too high.
• The customer changed their mind.
• The customer postponed the work.
• The customer canceled the project.
• The customer's budget did not match the provider's pricing.
• The job was smaller or larger than the provider preferred.
• The provider could not accommodate the customer's requested schedule.
• The provider chose not to pursue the customer.
• The provider was unable to close the sale.

Requesting a Credit Review

Providers requesting review of a lead should contact HelpPair promptly after identifying the alleged problem.

A request should include enough information for HelpPair to identify and evaluate the lead, which may include:

• Lead or transaction identifier.
• Customer name.
• Date the lead was received or purchased.
• Specific reason the provider believes the lead is invalid.
• Relevant supporting information.

HelpPair may establish reasonable time limits for submitting credit requests through the provider dashboard, account documentation or other provider-facing materials.

Credit Review Process

HelpPair may evaluate available information associated with the lead and the provider's request.

HelpPair may contact the provider or customer for additional information where reasonably necessary to evaluate the request.

Form of Approved Credit

Unless required otherwise by applicable law, an approved lead credit may be issued as an account credit rather than a cash refund.

Account credits may be applied toward future eligible HelpPair lead purchases or provider marketplace charges according to the terms associated with the provider account.

Credits generally have no cash value and may not be transferable between unrelated accounts unless HelpPair expressly permits otherwise.

Shared and Limited-Distribution Opportunities

Unless HelpPair expressly identifies a lead as exclusive, providers should not assume that they are the only business with access to a particular customer opportunity.

Depending on the service category, market, purchase type and provider program, a customer request may potentially be made available to more than one participating provider.

Competition from another provider does not by itself make a lead invalid or eligible for credit.

Provider Responsibilities

Providers are responsible for independently evaluating whether a lead is appropriate for their business before proceeding with the customer relationship.

Providers remain responsible for:

• Responding to customers.
• Determining estimates and pricing.
• Verifying project scope.
• Confirming availability.
• Maintaining applicable licenses and insurance.
• Entering into customer agreements.
• Performing services.
• Handling customer disputes.
• Complying with applicable laws and regulations.

Credit Abuse and Marketplace Misuse

HelpPair may deny credit requests, limit credit privileges or restrict provider access when it reasonably believes that the credit process is being abused.

Examples may include:

• Knowingly submitting false reasons for credit.
• Repeatedly requesting credits for valid leads solely because they did not convert.
• Manipulating customer communications to create a credit claim.
• Providing false documentation.
• Attempting to circumvent provider purchasing rules.
• Maintaining multiple accounts to evade marketplace restrictions.

HelpPair may suspend or terminate provider access for material or repeated misuse, subject to applicable agreements and law.

Changes to This Policy

HelpPair may update this Lead Purchase & Credit Policy from time to time.

Updated versions may be posted on this page with a revised effective date.

Continued participation or lead purchasing after an updated policy becomes effective may constitute acceptance of the updated policy to the extent permitted by law.

Questions or Credit Review Requests

Providers with questions regarding a lead, purchase or credit review can contact HelpPair support or use the applicable provider account support feature when available.