Counsel-approved marketplace copy. Availability remains subject to state, contractor-verification, payment-provider, communications-provider, and operational launch controls.
Lead quality and refund policy
Eligible refund reasons
A buyer may request a refund when documented evidence shows that, at the time of purchase, the request was fabricated or spam; the callback number was invalid or disconnected; the request was outside the buyer's approved service area or service category because of a platform error; HVAC Agent sold the same request to more than one contractor; or the same household and issue had already been sold by HVAC Agent within the preceding seven days.
Non-refundable outcomes
A lead is not invalid merely because the homeowner changes plans, does not answer a valid contact attempt, declines an estimate, hires someone else, rejects pricing, requests a different time, or the lead does not become a job. A contractor's late response, missed follow-up, unavailable schedule, or service limitation is also not a platform defect.
Claim window and evidence
The claim window is 72 hours after successful purchase. The buyer should provide the lead reference, reason, timestamped contact attempts, and evidence such as a carrier result, redacted correspondence, or service-area record. HVAC Agent's review target is five business days, with the ability to request additional evidence while preventing unnecessary disclosure of homeowner data.
Refund method
An approved refund is returned to the original payment method. Initiating a payment dispute does not replace the evidence process or expand the eligibility categories.
Live refunds and purchases remain controlled by payment-provider, state, contractor-verification, evidence, and operational launch settings.