Policy

Lead credit policy

Eligibility, the submission window and how credits are applied, in one place.

Last updated September 10, 2026

The window

You have 48 hours from the moment a lead is delivered to you to raise a credit request in the buyer portal. Delivery time is recorded on every lead record, in UTC, and is the clock that counts.

Requests raised inside the window and matching any condition below are credited to your account balance the same business day. Contact attempts are not required for an out-of-area request, wrong trade, duplicate or a demonstrably invalid number. The unreachable-number condition below requires the listed attempts.

The four conditions

1. Outside your service area

The homeowner’s ZIP code is not in the service area on your account at the time of delivery. Your service area is the delivery boundary agreed with the AND team. Requests to change your coverage do not change that boundary until confirmed.

2. Wrong, dead or unreachable number

The number is disconnected, unassigned, reaches a person who did not make the enquiry, or does not connect on three attempts across two separate days.

3. A trade you do not offer

The lead is for work outside the trades listed on your account. Filtering to your trades is our job, and a miss is our cost.

4. Duplicate

The same homeowner, for the same job, delivered to you within the previous 30 days. You pay for that homeowner once.

What is not credited

A lead is a homeowner who asked for a quote. It is not a signed contract, and the following are not grounds for a credit:

The homeowner did not answer, but the number is live.
The homeowner decided not to proceed, chose another contractor, or was shopping around.
The job was smaller than you hoped, or the budget was lower than you quoted.
The homeowner is renting, unless renter status was explicitly excluded in your account filters.
The request was raised after the 48-hour window closed.

On exclusivity. Every AND lead is sold to one contractor. This concerns our assignment of the request; a homeowner may independently contact other companies. If AND sells the same request to another contractor, send us the record: that lead and every lead billed to you in the same calendar month are credited in full.

How credits are applied

Credits are applied to your account balance and consumed against future leads. Where an account is closed with a positive balance created by credits, the balance is refunded to the original payment method within 10 business days.

Abuse

Credit rates are monitored. An account whose credit requests are consistently and materially out of line with the rest of its market may be asked to provide call records, and we reserve the right to suspend delivery. This has one purpose: buyers who use the policy honestly should not be paying for buyers who do not.

Questions about a specific lead go to [email protected]. This policy forms part of the Terms of Service.