Lead Refund / Invalid Lead Policy

When you purchase a lead from Kickbacks, operated by Kickbacks for Kids (ABN 17 611 988 900), you are paying for exclusive access, at the time of purchase, to the customer details associated with that specific posting. You are not buying a guarantee that the customer will reply, that you will win the work, or that the job will be of any particular size or value. This policy forms part of the Business Terms.

The customer keeps the right to cancel, amend, or create a new request, and to repost substantially the same work at any time — including where they are not satisfied, the work is unresolved, or they want another provider or quote. A repost is a separate lead and may be offered to eligible businesses. A repost does not by itself entitle you to a refund of the original purchase.

The ordinary platform claim window is 7 calendar days from the lead purchase timestamp. Inside that window you can submit a standard claim from the purchased lead in your business dashboard.

After 7 days the ordinary window has closed, but your rights are not extinguished. You can still request an exceptional review, giving your reason. We may review a late claim where the law requires it, or where there is a clear platform or payment error, a fraud issue, or another exceptional circumstance. Every out-of-window exception is recorded with a written reason in our audit records.

This 7-day period is an ordinary platform process only. It does not override any non-excludable right or remedy you have under the Australian Consumer Law or other applicable law.

Submitting a claim asks us to assess it against this policy. It is not an automatic entitlement to a refund and does not itself refund anything. Only an authorised Kickbacks administrator can approve a claim and execute a refund, and only after re-checking that the purchase has not already been refunded.

Open the lead in Purchased leads and choose Report a problem / request review. You will be asked to select a structured reason, describe what happened, and attach evidence where it is appropriate to the reason. You can also contact us at support@kickbacks.app.

Only one claim can be open for a lead purchase at a time, and a lead that has already been refunded cannot be claimed again. You can see the status of your claim, and any request from us for more information, on the same lead.

Claims are submitted against one of these reasons:

• contact details are invalid or unreachable;
• the request appears fake or fraudulent;
• duplicate lead or duplicate sale;
• materially wrong category or service;
• materially outside the service area you purchased, because of a platform error;
• the customer confirmed the request was not genuine;
• a payment or processing error; or
• another clear Kickbacks error.

What we need depends on the reason you select. We ask for enough information to assess the claim, and we do not require evidence you could not reasonably obtain.

• Invalid contact details — reasonable evidence of at least two contact attempts using the supplied details, preferably across more than one method (for example a call plus SMS or email), or objective evidence that the detail is invalid, disconnected, undeliverable or belongs to the wrong person. Timestamped call logs, SMS failure or conversation screenshots, email bounce notices, or a note showing the number is disconnected or the wrong person all count.
• Fake, fraudulent or non-genuine requests — a short explanation of what makes the request look non-genuine, plus any supporting material you already have, including written confirmation from the customer where you have it.
• Duplicates, payment and processing errors, and other clear platform errors — verified from Kickbacks system records. You do not need to upload redundant proof.
• Wrong category or service area — tell us what was listed and what the job actually was, or where it was; we check this against your saved categories and clusters.

A refund may be granted where the lead was:

• clearly fake or fraudulent;
• a duplicate caused by a platform or system error;
• supplied with materially invalid contact details, where the customer cannot reasonably be contacted and the details were already invalid at the time of purchase;
• materially miscategorised, or located outside the eligibility you purchased, because of a Kickbacks system error;
• already sold to another business contrary to the exclusive-lead rules because of a platform processing failure; or
• affected by another clear Kickbacks processing error.

A lead is not automatically refundable merely because:

• the customer does not answer immediately;
• the customer chooses another provider;
• the customer later posts a new request, or reposts substantially the same work, whether or not they were satisfied with you;
• the customer declines your quote or price;
• you did not quote or did not follow up;
• the job is smaller, larger or commercially different from what you hoped, unless it was materially misrepresented because of a platform error;
• the customer postpones or cancels after you made valid contact;
• you are too busy, lack capacity, decide the job is too far away despite it falling within a cluster you selected, or change your mind; or
• you do not meet your own licensing or eligibility requirements for the work.

None of this displaces your rights under the Australian Consumer Law where they apply.

We may ask for reasonable evidence of your contact attempts — for example call times, message records or bounce notices — before deciding, and we may move a claim to "more information required" and tell you what we need. We assess requests consistently against this policy, and we consider our own system records for the lead. We will tell you the outcome and the reason. Evidence you upload is stored privately: it is visible only to your business and authorised Kickbacks administrators, and is never shown to clubs, supporters or other businesses. We keep claim records, decisions and evidence for audit consistently with our dispute and payment records.

• You lose platform access to that customer's contact information, and must stop using it.
• Where appropriate, the lead may be relisted for other eligible businesses.
• The corresponding allocation is reversed wherever it currently sits. If it is still a pending allocation for an unverified club, the pending allocation is cancelled and is never later credited to the club or the Program Fund. If it has already been credited to a verified club, the club ledger credit is reversed. If it has already been transferred to the Kickbacks Program Fund, a matching Program Fund reversal is recorded.
• The original transaction and a reversal entry are both retained in our transaction and audit records.

Partial refunds are not currently supported by the platform. Where a case appears to warrant a partial outcome, it is flagged for administrator review and handled manually rather than processed silently.

Raising a chargeback instead of contacting us first makes a case harder to resolve. A pattern of chargebacks or of refund requests that do not match our system records may trigger an account review, including suspension of purchasing access. We will not penalise a business simply for exercising a lawful right, including a right under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other applicable law that cannot be excluded.