Refunds and rebates
Fake leads, lost jobs and unused credit.
Updated
On this page
Can I get a refund for a fake lead, and what counts as one?
Yes. We stand by our leads: if one turns out to be fake or invalid, you get 100% back. Email [email protected] from your account email within 10 days of buying the lead.
What counts as fake or invalid
- The phone number is wrong or disconnected, with no other way to reach the homeowner.
- The request is fake, or the person never asked for quotes.
- The job was already done or given to someone else before you bought it.
- You'd already bought the same job.
If the homeowner chose someone else after you spoke, that's a lost job, and you can get a rebate.
What to put in your email
Give the trade, suburb, date bought, what happened and when you tried to reach the homeowner.
A wallet purchase is refunded to your wallet, a card purchase to your card.
Do I get a rebate if I don't win the job?
Yes. If you spoke with the homeowner and they chose someone else, you get a rebate as credit: 20% of what you paid on Base, 25% on Trusted and 30% on Pro.
When you get a rebate
- You bought the lead.
- You spoke to the homeowner.
- They then hired another tradie, chose another quote, or decided not to go ahead.
How to ask for one
Email [email protected] within 30 days of buying the lead, with the job and what happened.
We work out the rebate on the price you paid and add it to your wallet as credit. The lead then shows as Rebated.
Fake or invalid leads are refunded in full.
What happens if a lead sells out while I'm paying for it?
You get your money back in full, and you don't need to ask. If a card payment finishes after the lead has filled, closed or been withdrawn, we refund the whole amount to your card and email you. Wallet purchases check the lead first, so no credit is taken.
Paying by card
A card payment takes a few moments, and in that time the lead can fill or close. If that happens, SureQuote refunds the full payment to your card and emails you the amount and a payment reference.
We'll also refund you in full if:
- the homeowner withdrew the job before your payment finished
- you'd already bought the same lead another way, for example from your wallet
- your payment went through but the lead couldn't be added to your account
Banks usually take 5 to 10 business days to show a card refund, and it's often quicker. Read how long refunds take.
Paying from your wallet
SureQuote wallet purchases check the lead before any credit is used. If it's full or closed, your balance stays exactly as it was.
Why leads fill
Up to 3 tradies can buy each SureQuote lead, so a popular job can fill while you're looking at it. Read how many tradies can buy the same lead.
Can I get unused credit refunded?
Yes. An owner or admin can ask for unused paid credit back from Wallet, for any credit bought in the last 24 months. It goes back to the card you paid with.
- Sign in on the web and open Wallet.
- Select Request a refund. It shows how much you can get back.
- Enter the amount (at least $1.00) and submit.
What you can get back
- Credit you paid for, within 24 months of buying it.
- Not bonus or promotional credit, or rebates paid as credit. You can spend those on leads.
If you keep your credit
Your credit doesn't expire. It stays in your wallet until you spend it on leads.
How long do refunds and rebates take to arrive?
Credit back to your wallet shows straight away, ready to spend. Card refunds go back to the card you paid with, and banks take 5 to 10 business days to show them.
What goes back to your card
- a fake or invalid lead you paid for by card
- a lead that filled while your card payment was going through
- a refund of unused paid credit
What if a lead is outside my trade or service area?
Every lead shows the trade, job and suburb before you pay, so check them and pass for free on any that don't fit. To stop getting leads like it, change your trades, services or travel distance in Settings.
- Open Settings, then Trades & Coverage.
- Untick the service, remove the trade or bring in your travel distance.
Your future leads are based on the new settings.
Not on SureQuote yet?
Joining is free. You see each job and its lead price before you buy.
Something else? Email [email protected].
Ask the team
Email the address for you and we’ll take it from there.
Mon–Fri 8 am–6 pm AEST