Skip to content
Tack On
Menu

Lead refund policy

Effective date: October 30, 2026. Version: v3.

This policy applies to the lead fee (US$20 in total, with any applicable sales tax included) that a Business pays Tack On LLC when a homeowner picks its Pro on Tack On Pro. It is part of the Tack On Pro Terms. Each lead keeps the version of this policy that was in effect when the lead was opened; that version is shown on the lead and applies to it, even if we change the policy later.

Every refund described here is a full refund of the fee you were charged, to the card that paid. There are three kinds: refunds our system makes on its own (section 1), refunds we make once we have confirmed what happened (section 2), and refunds a person on our team decides after reviewing a report (section 3).

1. Refunds our system makes on its own

You don’t need to report anything. If the charge for your pick succeeds but the lead details can’t be released to you (for example, the homeowner canceled the request, or your pick lapsed, before the charge completed), our system refunds the full fee. You are never left charged for a pick that didn’t complete.

2. Refunds after we confirm what happened

We refund the full fee once a person on our team has confirmed, from our records or the carrier’s, that:

  • the homeowner’s phone number is disconnected or can’t receive calls or texts;
  • the request was a duplicate of another request, or was fraudulent;
  • the lead was matched to you in error because the job’s location is outside the 30-mile area the lead was offered for; or
  • a Tack On eligibility or data error let you be picked for a lead you shouldn’t have been offered.

We often find these ourselves. If you notice one, email support@tackon.io with the lead reference within 72 hours after the successful charge for the introduction. These refunds are not instant: we refund once the error is confirmed.

3. Refunds we decide after a review

Report the problem from the lead in the app (Report a problem), or email support@tackon.io with the lead reference, within 72 hours after the successful charge for the introduction. That is the time our records show the charge succeeded, which is also when the lead details are released to you; the app shows the deadline on the lead. One report per lead. We decide using what happened on Tack On:

  • The job was materially different from the description. What the homeowner tells you, or what you find, contradicts what was posted in a way that matters. A person on our team decides these.
  • The homeowner was unreachable. You tried at least 3 times through the app (in-app messages, or calls started with the app’s Call button), with the attempts at least 30 minutes apart and spanning at least 2 hours, and at least 2 of them delivered in-app messages. Your first attempt must come before your first-contact deadline; otherwise the report is treated as not following through. Attempts between 9 PM and 8 AM Central, attempts after your exclusivity ended, and calls or texts you made outside the app don’t count. If the homeowner replied in the app, the report is declined.
  • The homeowner check-in. When you report “unreachable,” we ask the homeowner once, by a channel you can’t influence (their request page, email or app notification), whether a pro from your Business reached them about their request, with a Yes or No answer. If they say yes, or we could deliver the question and they don’t answer within 24 hours, the refund is declined. If they say no and your attempts qualify, the refund is approved. If we couldn’t deliver the question, a person on our team decides.

We may also refund a fee in other cases where a person on our team decides, after looking at what happened, that a refund is right. These refunds are at our discretion: they are not owed or automatic, and they are recorded with the reason. A refund is never owed for a lead that was delivered as described.

We aim to decide within 2 business days and tell you the outcome and reason in the app or by email. A report is closed without a refund if you dispute the same charge with your card issuer while it is open.

4. When there is no refund

  • The homeowner turned down your quote or didn’t hire you.
  • You declined the job or didn’t follow through, including missing a contact deadline.
  • The homeowner chose another provider after you were in touch.
  • Calls or texts not started from the app, which we can’t see.
  • The homeowner’s service call fee, timing or scope was renegotiated or disputed between you.

Showing interest is never charged, and neither is a lead the homeowner gave to someone else or never picked anyone for, so none of those needs a refund.

5. How refunds are paid, and what happens to the lead

Refunds go back to the card that paid, usually within 5 to 10 business days depending on your bank. We refund the full amount you were charged; we don’t make partial refunds or issue lead credits. When a refund is approved, your exclusivity on that lead ends, your access to the homeowner’s phone number and address in the app ends, and the message thread becomes read-only: neither of you can send new messages in it. Earlier messages stay readable to you and the homeowner for up to 2 years after the conversation closes, then they are deleted under the Privacy Policy (sooner for a person who closes their account). Anything already written in those messages, such as a phone number, stays in them until then, and the Pro Terms’ limits on using homeowner information still apply. Your purchase, the charge and the refund stay in your lead history and our records.

A refund never puts the request back on sale: Tack On doesn’t offer or sell that request to another business, and the request stays closed. The homeowner can submit a new request if they still need help. A refund, once paid, is final for that lead. If we ever add a rule that lets us act on a refund later, it will be in a new version of this policy and will not apply to leads opened under this one.

6. Limits and abuse

To keep refunds fair for everyone, a person on our team (rather than our automatic rules) decides your “unreachable” reports when, in the last 30 days, you already had an approved “unreachable” refund, or 2 or more approved review refunds, or review refunds on more than 20% of your leads, or when the same homeowner’s number appears in 2 or more of your refunds at any time. Patterns suggesting collusion or misuse can lead to suspension under the Pro Terms.

7. Card disputes

Please use this policy and support@tackon.io before disputing a charge with your bank; nothing here limits your right to do so. While a dispute on a lead fee is open we pause new lead purchases for your Business, and a lost dispute ends your exclusivity on that lead. A fee we have refunded won’t be refunded twice; we send the refund record to your bank as evidence.

8. Questions

Email support@tackon.io with the lead reference shown in the app.