Legal
Refund Policy
Last updated: July 2026
1. Our approach to refunds
Australia Local Leads ("we", "us", "our") connects customers seeking quotes with independent local service providers. Providers pay to access customer enquiries ("leads"). We want every lead we sell to be genuine, accurate and useful, and we assess every refund request fairly, based on the individual circumstances and the consumer guarantees that apply under Australian law. We do not operate an automatic "no refunds" rule.
2. What a lead purchase includes
When a provider purchases a lead, they receive the customer's contact details and enquiry information so they can respond with a quote. Purchasing a lead gives the provider the opportunity to win the work — it does not guarantee that the customer will respond, accept a quote, or proceed with any job. The decision to engage a provider always rests with the customer. This reflects the nature of a lead-generation marketplace and does not limit any rights you have under the Australian Consumer Law.
3. Incorrect or invalid leads
If a lead proves to be invalid — for example, the enquiry was not made by a genuine customer seeking the advertised service — the provider may request a refund or credit. Depending on the circumstances, we may refund the purchase price to the original payment method or return the lead value to the provider's account credit.
4. Duplicate leads
If a provider is charged twice for the same lead, or receives a lead that duplicates one already supplied to them for the same customer enquiry, the duplicate charge will be refunded or credited once verified.
5. Leads with incorrect contact information
If the customer's phone number or email address supplied with a purchased lead is disconnected, invalid or otherwise unusable, the provider may request a refund or credit. We may attempt to verify the contact details before approving the request.
6. Leads that do not match the service category
If a purchased lead clearly does not match the service category or location it was advertised under (for example, a plumbing enquiry sold as an electrical lead), the provider may request a refund or credit.
7. How to request a refund for a paid lead
Providers can request a refund directly from their dashboard using the "Request refund" option shown on a purchased lead, or by contacting us (see section 10). Please submit the request within 7 days of purchase and tell us which lead it concerns and what was wrong with it. Each request is reviewed by our team against the circumstances and the applicable consumer guarantees, and we may approve a refund, apply an account credit, or decline the request with an explanation.
8. Wallet top-up refunds
Account credit (wallet top-ups) is intended to be used for purchasing leads. If you have unused credit that you no longer require, contact us and we will assess a refund of the unused balance to your original payment method, taking into account the circumstances and any credit already used. Statutory rights under the Australian Consumer Law are not affected.
9. Refund processing
We aim to review refund requests within 5 business days and will notify the provider of the outcome by email. Approved refunds are returned to the original payment method through our payment processor (Stripe); depending on your bank or card issuer, the funds may take a further 5–10 business days to appear. Approved account credits are applied to the provider's balance immediately. The first qualified lead provided free to new providers has no monetary value and is not refundable.
10. Your Australian Consumer Law rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantees, rights or remedies you may have under the Australian Consumer Law or any other applicable law. Where our service fails to meet a consumer guarantee, you may be entitled to a remedy — which may include a refund, credit or re-supply — depending on whether the failure is major or minor, as provided by law.
11. Contact us about refunds
To request a refund, ask a question about this policy, or raise a concern, contact us at australialocalleads@gmail.com or via our Contact page. Please include the email address on your account and details of the lead or payment concerned so we can locate your request quickly.