Refund Policy

Last updated 22 July 2026

This policy explains when coins spent on a lead can be returned. It forms part of our Terms & Conditions.

1. Why lead purchases are different

Unlocking a lead reveals the Candidate's real name, telephone number, email and address immediately. Once disclosed, that information cannot be returned or un-seen. For this reason lead purchases are final by default, and refunds are available only for the specific quality failures set out below.

2. Which purchases are eligible

Every listing carries a refund marker. A lead shown as R is refund-eligible; a lead shown as NR is not. The marker appears in the marketplace list, in the lead detail view, and again on the confirmation screen before coins are deducted.

Non-refundable leads are typically discounted, aged, or supplied on terms that do not permit a return. Buying one is an informed choice, and no refund will be issued for it.

3. Time limit

A refund request must be raised within 24 hours of the purchase timestamp. The deadline for each purchase is shown against it in My Leads. After it passes the option is withdrawn and the purchase is final.

The window is short by design: lead quality can only be verified by contacting the Candidate promptly, and a Candidate who has since been contacted by other Buyers cannot fairly be assessed.

4. Accepted reasons

• Invalid number — The telephone number does not exist or is not in service.
• Duplicate contact — The same Candidate was already supplied to you under a different listing.
• Wrong information — Key details — name, qualification, location — are materially wrong.
• Unreachable — The Candidate could not be reached after reasonable, documented attempts.
• Other — Anything else, with an explanation.

A request will normally be rejected where the Candidate is reachable and the details are accurate but the Candidate was not interested, did not enrol, or did not buy from you. Interest is not a guarantee of conversion, and a refused sale is not a defective lead.

5. How to raise a request

1. Open My Leads and find the purchase.
2. Choose Report Issue, select a reason, and describe what happened.
3. Include evidence where you have it — call timestamps, a carrier error message, or the duplicate listing reference.

6. Review and outcome

Requests are reviewed manually, normally within 3 working days. We may ask for more detail before deciding. If approved, the full coin price of the lead is credited back to your wallet and appears in your wallet transaction history. If rejected, you will be given the reason.

Refunds are credited in coins, not currency. Coins have no cash value and cannot be withdrawn. This applies however the coins were originally obtained, including coins bought with money or redeemed from a coupon.

7. Memberships, coin top-ups and coupons

• Membership fees are non-refundable once the membership is activated.
• Coin top-ups are non-refundable once coins are credited. Unused coins are not exchangeable for money on account closure.
• Coupons are non-refundable and non-transferable once redeemed.
• Where a payment is charged but coins are not credited due to a technical failure, contact us and we will either credit the coins or reverse the payment to the original method.

8. Abuse

Repeated or unfounded refund requests, or requests raised after the Candidate has been contacted and worked, may lead to refund privileges being withdrawn or the account being suspended under the Terms.

9. Contact

For anything this policy does not cover, write to support@salesgro.cc with your account email and the purchase reference.