Refund Policy

1. Overview

At Cleanda, we are committed to providing high-quality leads to our cleaning business partners. We understand that not every lead will result in a successful job, which is why we have established a fair and transparent refund policy. Cleanda is a platform that connects customers with independent cleaning businesses. We do not provide cleaning services directly.

2. Lead Credit Refunds

You may be eligible for a lead credit refund under the following circumstances:

• Invalid Contact Information: The customer's phone number or email address is incorrect or non-functional
• Duplicate Lead: You have already received and unlocked this lead within the past 30 days
• Outside Service Area: The job location is clearly outside your registered service area
• Wrong Service Type: The lead is for a service type you do not offer (e.g., commercial cleaning when you only offer domestic)
• Customer Unresponsive: The customer does not respond after 3 contact attempts within 48 hours
• Job Already Completed: The customer has already hired another cleaner for the job

3. Refund Request Process

1. Submit a dispute within 7 days of unlocking the lead
2. Provide detailed information about why the lead is invalid
3. Include any supporting evidence (screenshots, call logs, etc.)
4. Our team will review your request within 2-3 business days
5. If approved, credits will be returned to your account

4. Non-Refundable Situations

Refunds will not be provided in the following situations:

• The customer chose a different provider (competition)
• You were unable to agree on pricing with the customer
• The customer's needs changed after the lead was generated
• You failed to contact the customer in a timely manner (within 24 hours)
• Dispute submitted more than 7 days after unlocking the lead
• The lead information was accurate but you simply didn't win the job

5. Credit Package Refunds

For unused credit packages:

• Within 14 days of purchase: Full refund available for unused credits
• After 14 days: No refund for credit purchases, but credits remain valid for 12 months
• Partially used packages: Refund calculated on unused credits only (within 14-day window)

6. How Refunds Are Processed

7. Abuse Prevention

We monitor refund requests to prevent abuse of our system. Accounts with excessive or fraudulent refund claims may face:

• Additional verification requirements
• Reduced refund eligibility
• Account suspension or termination

8. Disputes and Appeals

If you disagree with a refund decision, you may appeal by contacting our support team with additional evidence. Appeals must be submitted within 7 days of the original decision.

9. Contact Us

For refund requests or questions about this policy: