Credit & refund policy
How credits work, when businesses are charged, and how refunds work.
This is a placeholder. Final legal text must be reviewed and inserted before launch.
- Credits: 1 credit = £1. You top up your wallet by card. Credits are reserved when you request a lead and only deducted once the customer approves you and your contact details are released.
- If the customer does not approve you, or the job is cancelled before unlock, no credits are deducted.
- Valid lead-credit purchases are normally final. However, credits or refunds are given where there is: a duplicate charge, a technical error, a fake or invalid lead, materially wrong information in the job, no customer approval, or where required by law.
- If you believe a lead was invalid, you have 48 hours from unlocking it to report the problem to us. We will return the credit for a genuine bad lead rather than argue over a few pounds.
- Credits do not expire for at least 12 months from purchase. We will give you clear notice before any change to expiry.
- No automatic refund is given simply because a customer chooses another business or does not hire after a valid unlocked lead.
- Credits cannot be transferred, sold, withdrawn as cash, or used outside Handy Van Quotes.
- [Final credit & refund policy to be reviewed by a solicitor before launch.]