Refund policy.
Last updated 27 May 2026
Every paid lead on What's The Damage comes with a 48-hour money-back guarantee. If the homeowner does not respond to your contact attempt within 48 hours of payment, we will refund 100% of your lead fee. No fine print, no credits — a real refund processed back to your card or bank account via Stripe.
The short version: Pay for a lead. Try to contact the homeowner within a reasonable window. If they don't reply within 48 hours of you paying, email us and we'll refund you in full. Refunds usually land within 2-3 business days.
What qualifies for a refund
You're eligible for a 100% refund of the lead fee if all of the following are true:
- You paid for the lead through our official Stripe checkout (we have the payment receipt).
- You attempted to contact the homeowner via the phone number or email we supplied within 24 hours of payment.
- 48 hours have passed since your payment and the homeowner has not responded by SMS, phone call, or email.
- You request the refund within 14 days of payment.
How "no response" is defined
A homeowner is considered to have responded if they have done any of the following:
- Replied to your SMS or call (even briefly, even to say they have already chosen another tradie).
- Replied to your email.
- Returned a voicemail.
- Confirmed receipt of a quote you sent.
If the homeowner responds and then later goes quiet, or chooses a competing tradie, the lead does not qualify for a refund. The guarantee covers reachability, not the outcome of the job.
How to claim a refund
Email contact@whatsthedamage.com.au with:
- The lead ID or homeowner first name (from your payment receipt).
- A brief note confirming you attempted contact and received no response.
- The Stripe receipt or last 4 digits of the card used (helps us match the payment).
We review every refund request manually. We do not require screenshots, call logs, or proof — your word is enough.
Processing time
Refunds are processed manually via Stripe within 2-3 business days of approval. Depending on your bank, the funds typically appear on your statement within 5-10 business days from when Stripe processes the refund. International cards may take longer.
What is not refundable
The refund guarantee applies only to lead fees. The following are not refundable:
- A lead where the homeowner has responded but chose a different tradie. The lead worked — they made contact and made a decision. Quote competitively next time.
- A lead where the homeowner's stated scope or budget changes after you have made contact.
- Exclusive Territory Lockdown subscriptions — these are governed by separate subscription terms (cancel anytime, no pro-rata refund for partial months).
- Lead fees on accounts that have been suspended for breach of our Terms of Service (e.g. lead resale, harassment of homeowners).
Edge cases
Wrong phone number
If the phone number we supplied is invalid, disconnected, or belongs to someone other than the homeowner, you are entitled to a full refund regardless of the 48-hour window. Just let us know.
Duplicate lead
If you receive a lead that is a duplicate of one you have already paid for in the previous 30 days (same homeowner, same job), we will refund one of the two.
Scope mismatch
If the actual job is materially different from what was described at submission (e.g. you bought a "small bathroom touch-up" lead and the actual scope is a full renovation), contact us. We'll review case-by-case.
Questions? Email contact@whatsthedamage.com.au. We respond within one business day.