LEAD HIPPO — REFUND & REPLACEMENT POLICY
Effective To be confirmed · Part of the Lead Hippo Terms of Service · LeadHippo.ca
You pay for real, consented, reachable homeowner opportunities. If a purchase fails that standard through no fault of your own, we make it right with a replacement opportunity or your money back. Here is exactly how.
1. What Qualifies
A purchase qualifies for a remedy if, and only if, one of the following applies:
Invalid contact information — the phone number provided is disconnected, not in service, or belongs to someone other than the homeowner.
No consent / not a real request — the homeowner states they never requested quotes or never consented to being contacted.
Unreachable homeowner — you completed the Contact Protocol in Section 2 and received no response of any kind.
Materially misdescribed project — the project is fundamentally different from the listing (e.g., a different trade entirely), as stated by the homeowner.
Our error — duplicate charge, duplicate listing of the same project, or a technical oversell beyond 3 spots (oversells are refunded automatically in full).
2. The Contact Protocol (required before any “unreachable” claim)
First contact attempt within 48 hours of purchase. Fresh leads go cold fast — prompt contact protects you and keeps claims honest.
Minimum three (3) attempts over at least three (3) different days within five (5) business days of purchase.
At least two attempts by phone call, made at different times of day, and at least one text message or voicemail identifying your company and referencing their project.
Keep a simple log: date, time, and method of each attempt. You will submit this log with your claim.
3. What Does Not Qualify
No remedy is available where the homeowner: answered and hired another contractor (including another Lead Hippo purchaser — a maximum of 3 buyers means you may have competition); postponed, changed, or cancelled the project after responding to you; declined your quote or would not agree on price or scope. Likewise where you: did not complete the Contact Protocol; first attempted contact after the 48-hour window; or supplied false information at checkout. Buying an opportunity purchases verified access, not a guaranteed customer.
4. How to Claim
Email leads@leadhippo.ca within seven (7) days of purchase with your Lead ID, company name, the qualifying reason, and your contact log.
We verify every claim, which may include contacting the homeowner directly. We respond with a decision within five (5) business days.
5. The Remedy
Approved claims receive either a manually issued replacement opportunity of comparable value or a refund to the original payment method, as determined under this policy. V1 does not maintain account-credit balances.
If no suitable replacement opportunity is listed within fourteen (14) days of approval — or for duplicate charges and oversells — we refund the full purchase price to your original payment method instead. Refunds are processed through Stripe within 5–10 business days.
6. Fair Play
Claims are verified against the homeowner's account of events. Claiming a homeowner was unreachable and subsequently contacting, quoting, or performing work for that homeowner voids the claim, and any credit or refund issued becomes repayable. Accounts showing a pattern of unfounded claims may be barred from future purchases. We reserve the right to issue remedies in circumstances not listed here, in our sole discretion. Nothing in this policy limits any rights you may have under applicable law that cannot be excluded by agreement.