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We'll explain what qualifies for a refund, how to request one, and what to expect once you submit a request.

All refunds are returned to your Urban Expert Service Wallet (rather than your original form of payment) and can be used on future leads. In some situations, you'll get a refund. For all other situations, you'll have to report using Urban Expert Service partners application and we'll review each situation on a case-by-case basis.

Refunds are always at Urban Expert Service's sole discretion and are subject to our Terms of Use. In the case of any conflict between this article and the Terms of Use, the Terms of Use will govern.

On Urban Expert Service, you pay for leads — new customers who reach out to learn more about working with you. Since you pay for the initial connection and receive their contact information, we don't give refunds if a customer doesn't hire you.

For all other situations, you'll request a refund through your Urban Expert Service account within 3 days of the charge. We'll review the details you share and let you know whether it qualifies for a refund. Keep in mind, that we don't give refunds based on performance or return on investment. We might issue a refund for the following situations:

  1. Significant service mismatch (for example, a customer contacts a cleaning for their home but decides to get the wiring done).
  2. Significant location mismatch (for example, the customer changes the location, and it's outside of your travel area).
  3. You paid for the same lead twice. If you pay for identical leads from the same customer within 7 days, you'll get a refund.

What to expect after you request a refund

We'll look into the details you shared using the Urban Expert Service Partners application, and we'll let you know if you qualify for a refund or not on the partner's application itself. You'll usually get an answer within 1-2 business days, but it could take up to 5 business days if the situation needs further review.

You can check the status of your refund by going to your wallets sections or selecting the lead detail page. If you qualify for a refund, the cost of the lead will be added back to your Urban Expert Service wallet.