Refund Policy

Every lead an installer claims through SolarScorecard comes with a 48-hour money-back guarantee. If the homeowner does not respond to your contact attempt within 48 hours of payment, we refund 100% of the lead fee back to your card via Stripe. A real refund, not a credit.

1. The short version

Claim a lead. Contact the homeowner within 24 hours. If they haven't replied 48 hours after you paid, email us and we refund in full. Refunds usually process within 2 to 3 business days.

2. What qualifies

All of the following must be true:

You paid for the lead via our Stripe claim link.
You attempted contact on the supplied mobile or email within 24 hours of payment.
48 hours have passed since payment with no response from the homeowner by SMS, call or email.
You requested the refund within 14 days of payment.

3. What counts as "no response"

A homeowner has responded if they have done any of the following:

Replied to your SMS or answered your call, even to say they have chosen someone else.
Replied to your email.
Returned a voicemail.
Confirmed receipt of a quote.

If the homeowner responds and later goes quiet, or chooses the other installer who claimed the lead, the lead does not qualify. The guarantee covers reachability, not winning the job.

4. How to claim a refund

Email contact@solarscorecard.com.au with:

The lead ID (it is in the dispatch SMS and on your receipt).
A note that you tried to make contact and got no response.
Your Stripe receipt, or the last 4 digits of the card you paid with.

We review every request manually. No screenshots or call logs needed.

5. Processing time

Approved refunds are issued through Stripe within 2 to 3 business days. Funds usually appear on your statement within 5 to 10 business days, depending on your bank.

6. What is not refundable

The homeowner responded but chose another installer.
The scope or budget changed after you made contact.
Leads claimed on an account suspended for breaching our Terms, for example reselling leads, contacting a homeowner after they have opted out, or harassment.

7. Edge cases

Wrong number

If the number is invalid, disconnected or not the homeowner's, you get a full refund regardless of the 48-hour window.

Homeowner says they never asked for quotes

Full refund.

Duplicate lead

If the same homeowner and job is claimed again within 30 days, we refund one of the two claims.

Mismatch

If the lead is materially different from the dispatch summary, for example a residential rooftop lead that turns out to be commercial, a property outside your nominated service area, or a renter with no authority to install, we review it case by case.

8. Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

9. Questions

Email contact@solarscorecard.com.au. We respond within one business day. This policy is issued by Focus Search Pty Ltd, trading as Solar Scorecard, ABN 70 167 781 946.

Frequently Asked Questions

How long do I have to request a refund?

Request your refund within 14 days of paying for the lead. Wait until at least 48 hours have passed since payment with no response from the homeowner, then email contact@solarscorecard.com.au with the lead ID.

Do I need to send screenshots or call logs?

No. Email us the lead ID, a note that you tried to make contact and got no response, and your Stripe receipt or the last 4 digits of the card. We review every request manually and take you at your word.

What if the homeowner replied but then went quiet or chose another installer?

That does not qualify for a refund. The guarantee covers reachability, not winning the job. If the homeowner answered an SMS, call or email, returned a voicemail or confirmed receipt of a quote, the lead counts as delivered.

What if the number is wrong or the homeowner says they never asked for quotes?

You get a full refund regardless of the 48-hour window. The same applies if the number is disconnected or belongs to someone other than the homeowner.