Genfora Lead Fee Refund Policy

General rule

Lead fees are generally non-refundable once a valid customer selection causes the fee to be charged.

When a refund or credit may be issued

Genfora may issue a refund or credit when evidence reasonably shows that:

• the customer request was fraudulent
• the request was a duplicate caused by a platform error
• the customer provided materially false contact or request information
• the customer could not be contacted because the request itself was invalid
• Genfora charged the wrong Pro
• a duplicate lead fee was charged
• a technical billing error occurred
• the lead was materially different from the service category distributed
• another situation qualifies under a Genfora promotional or written policy

Normally not eligible

A refund is not normally available solely because:

• the customer changed their mind after selecting the Pro
• the customer canceled later
• the Pro and customer could not agree on final service pricing
• the Pro became unavailable
• the project was postponed
• the Pro did not earn the amount expected
• another legitimate business outcome occurred after a valid selection

Requesting a review

Pros can open Request Lead Fee Review in the app from the wallet or the billed lead. Provide the lead, a reason, an explanation and any supporting evidence. Genfora reviews each request individually and may issue a full refund, a partial refund, an account credit or a courtesy credit at its discretion. Submitting a request is never an automatic approval.