When we send the fee back.
The accept fee buys the lead — the introduction and the contact details — not the work. So a refund is about the lead itself: the times what you bought was not what you were shown, or was not there at all.
What we send it back for
Any of these, on a job you paid to accept. Each one says what you would be telling us, so you can tell before you ask whether it is yours.
What it does not cover
These are the ordinary risks of taking a lead rather than a fault in one, and the fee stays paid.
- You could not get an answer. A number that rings out is not the same as a number that does not work. People are busy, and a customer who has not called you back yet is still the customer you were introduced to.
- The job was smaller than you hoped. The whole job is on the board before any money moves — the customer's own words, their photographs, the ZIP code — so what you took is what you saw.
- You would rather not do it after all. That is a decision about the work, and the introduction still happened.
Handing the lead back is always there. The job goes back on the board so somebody else can take it and the customer is told — and the fee stays paid, whichever of you ends it.
The list is where we start, not where we stop
Open the job in your accepted work and choose Something wrong with this job? Say which of the things above happened, and add anything that would help.
The rest of it
What the fee is and what it buys are on the pricing page; section 5 of the terms is the careful version of everything above.