Genuine Customer Guarantee – Terms & Conditions

1. Overview

ServiceTasker is committed to providing trustworthy and high-quality customer leads to businesses using the platform. Under our Genuine Customer Guarantee, businesses may be eligible for a return of credits used on certain leads, subject to the terms outlined below.

This policy sets out the eligibility criteria, exclusions, and claim requirements for credit returns.

2. Eligibility for Credit Returns

ServiceTasker may approve a credit return where verification confirms that:

2.1 Customer Non-Response

The customer is unreachable or does not respond after genuine and reasonable contact attempts have been made.

2.2 Invalid Contact Details

The contact information provided (such as phone number or email address) is invalid, incorrect, or non-functional.

2.3 Fraudulent or Non-Genuine Lead

The lead is determined, after review, to be fraudulent, spam, or not a genuine customer inquiry.

All claims are subject to internal verification by ServiceTasker. Approval is granted at the sole discretion of ServiceTasker based on the evidence provided.

3. Circumstances Where Credits Will Not Be Returned

Credits will generally not be returned in the following situations:

3.1 Job Assigned to Another Contractor

The customer has already selected or assigned the job to another contractor.

3.2 Customer Declines Quote

The customer responds but declines your quote or chooses another service provider.

3.3 Insufficient Contact Attempts

You did not make reasonable efforts to contact the customer using all contact methods provided.

3.4 Free or Promotional Leads

The lead was provided as:

• A free lead
• A bonus lead
• A 100% promotional lead

As no credits are deducted for these leads, replacements, refunds, or credit returns are not applicable.

4. Contact Requirements

To qualify for a credit review:

• You must attempt to contact the customer using all contact details provided within the lead.
• Customers may take up to 48–72 hours to respond.

Failure to comply with these requirements may result in denial of the claim.

5. Claim Submission Process

Refund or credit return requests may be submitted:

• Directly from the Lead Details page; or
• By contacting ServiceTasker Support via message or email.

ServiceTasker will review each claim and may request supporting evidence of contact attempts.

If the claim satisfies the eligibility criteria outlined in this policy, the corresponding lead credits will be returned to your account promptly.

6. Review and Discretion

All credit return decisions are subject to verification and are made at the sole discretion of ServiceTasker. ServiceTasker reserves the right to:

• Decline claims that do not meet the stated criteria
• Request additional evidence
• Modify or update this Genuine Customer Guarantee at any time

7. Commitment to Lead Quality

ServiceTasker continuously works to improve lead quality and maintain a reliable marketplace so businesses can confidently rely on genuine customer opportunities.

For further assistance, please contact the ServiceTasker Support Team.

8. Refund Policy – ServiceTasker

Refund requests must be submitted within 7 days from the date of lead purchase. Any requests received after this period will not be eligible for a refund.

For faster resolution, users are strongly advised to submit a refund request within 24–48 hours if the customer is unresponsive or the lead appears to be non-genuine.

Refunds are strictly applicable to paid leads only. Leads provided as part of promotional offers, free credits, or trial campaigns are non-refundable under any circumstances.

ServiceTasker reserves the right to review, investigate, and make the final decision on all refund requests to ensure compliance with our Genuine Customer Guarantee and to prevent misuse of the platform.