Lead Fee Refund Policy

Purpose

This policy explains when Genfora may issue a refund or account credit for a Lead Fee charged to a Pro. It applies only to Lead Fees paid to Genfora. It does not apply to payments between a Customer and a Pro for the work itself.

Lead Fees are generally final

Lead fees are generally final once a customer selects a Pro. Genfora provides the connection between customers and Pros and does not guarantee that a job will be scheduled, completed, or result in a particular outcome.

Lead fees are not ordinarily refundable because of cancellations, scheduling issues, pricing disagreements, job outcomes, customer or Pro conduct, or disputes between customers and Pros.

Genfora may, at its sole discretion, issue a refund or account credit in limited circumstances, including billing errors, duplicate charges, platform errors, fraudulent activity, or other exceptional circumstances. Refunds may also be provided where required by applicable law.

Genfora is not an arbitrator

Genfora does not act as an arbitrator or mediator for disputes between customers and Pros. Reports submitted through the platform are used for Trust & Safety review and do not create an entitlement to a refund, a determination of liability, or recovery of damages.

Circumstances that may qualify

Genfora may issue a refund or account credit where:

• the Customer request was clearly fraudulent, fake or spam
• the same selection was charged more than once
• a demonstrable technical error caused an incorrect charge
• the request was materially inconsistent with the information presented to the Pro before selection, where appropriate under the circumstances
• the Customer was unreachable through the platform and no legitimate connection was possible
• other circumstances that Genfora determines qualify under this policy

Circumstances that generally do not qualify

Refunds are generally not available where:

• the Pro changed their mind about the job
• the Pro and Customer disagreed about scheduling after a valid selection
• the Customer chose not to proceed after legitimate communication
• the Customer declined the Pro’s price or estimate
• the Customer used a provider found outside Genfora
• the Pro failed to respond, follow up or attend as agreed
• the outcome was affected by circumstances outside Genfora’s reasonable control after a valid marketplace connection was provided

How to request a review

Submit a refund request through the support contact published at the bottom of this page, ideally within 14 days of the charge. Include your account email, the request or job involved, the date of the charge, and a brief description of what happened.

How requests are evaluated

Genfora may review relevant account, request, selection and message records to evaluate a request. Refunds are reviewed case by case and are not automatic.

Where a request qualifies, Genfora may issue an account credit to your wallet or, where appropriate, a refund to the original payment method. Genfora will communicate the outcome and the reason for the decision.

Abuse of this policy

Repeated or unsupported refund requests, or attempts to use this policy to avoid legitimate Lead Fees, may result in denial of future requests and other enforcement action.

Contact

Questions about this policy can be sent to the Genfora contact addresses published at the bottom of this page. Please include your account email and, where relevant, the request or conversation involved so we can locate the records quickly.