Summary
Pricing is negotiated directly between you and the homeowner. A pricing disagreement by itself isn’t refundable—it’s considered a normal sales outcome. We review cases for credits only when they meet our objective refund criteria(e.g., wrong/invalid contact, unreachable after required outreach, duplicate, or confirmed appointment no-show).

What to do in the moment

1. Offer options: Present Good/Better/Best with clear scope differences.

2. Value > price: Use photos/findings from your inspection to explain risks and benefits plainly.

3. Financing (if available): Share monthly payment examples next to total price.

4. Keep momentum: If they’re not ready, propose a short follow-up time (“Would Thu 3pm or Fri 10am work to review options?”).

When to contact Support

Reach out via the Help Center if something seems objectively off, such as:

• The person is not the homeowner / wrong party, or contact info is invalid.

• The lead is a duplicate you previously bought from us.

• The lead is not looking for roofing services and is just shopping around

• A confirmed appointment turns into a no-show despite your attempts at the scheduled time.

In these cases, you can request a credit. We’ll review against our policy.

What is not credit-eligible

• You reached the homeowner but couldn’t agree on price, materials, timing, financing, insurance, or warranty terms.

• The homeowner replied/answered but chose another contractor or canceled.

• A meeting was discussed but never confirmed in writing/recording.

If the lead does qualify for a credit

Submit from the lead page (or open a support ticket) within your dispute window and attach evidence. We accept:

• Call logs (+ recordings when available), SMS screenshots, email attempts (if provided)

• For no-show: the written/recorded confirmation + proof you tried at the scheduled time (e.g., call attempt, GPS/timestamped photo)