Lead Quality Guarantee
We stand behind lead quality. Free claims can still be reviewed and the installer slot released where the criteria below are met, but no credit refund is created when no credit was spent.
What This Guarantee Covers
The guarantee applies to claimed leads where one or more quality conditions are met and submitted in time through our review process.
The Lead Quality Guarantee is a customer-facing refund policy. It is separate from internal lead quality flags and lead readiness.
Eligible Scenarios
- Invalid contact details, such as a wrong or disconnected phone number.
- Non-genuine enquiry, for example spam or a request that is clearly not legitimate.
- No homeowner response within 72 hours of claim, where reasonable contact attempts are shown.
What Is Not Covered
- Leads where the homeowner chooses another installer after valid contact.
- Commercial outcomes such as quote value, margin, or conversion rates.
- Claims submitted after the review window has expired.
How to Request a Review
- Submit your request within 7 days of claiming the lead.
- Include the lead claim ID and a brief reason for review.
- Include supporting details, such as call attempt times or message history.
Review Outcome and Timing
We review requests case by case and aim to respond within 3 business days. For a free claim, an approved review records the outcome and releases its lead slot without creating a credit transaction. Paid claims remain eligible for a platform-credit refund under this policy.
Fair Use
We may decline claims where evidence is insufficient or where review requests are abusive or repetitive without valid basis. This keeps the guarantee fair for all installers on the platform.
Contact
To request a review, contact us at hello@acjourney.co.uk.