Refunds or Credit Adjustments

Learn when and how credit refunds or adjustments are possible on Matchouse. This article explains refund eligibility, platform error handling, and the conditions for credit reimbursement under different lead purchase models.

Last updated 8 months ago

Overview

Matchouse offers a flexible lead-purchasing system to help professionals grow their business on their terms. While our credit system is designed to give you full control over how and when you engage with leads, we also understand that exceptional cases may arise.

This article outlines our refund and credit adjustment policy, including when credits are eligible for refunds, the different lead models and their conditions, and what to do if something goes wrong with a lead.

🏷️ What Are Matchouse Credits?

Credits are the internal currency used on Matchouse to:

  • Unlock service leads

  • Connect with high-intent profile leads

  • Access messaging for specific service requests

Credits allow professionals to pay-as-they-go without any subscription commitment. This system supports transparency and flexibility, ensuring you only pay when you're ready to engage.

⚠️ Important: Credits are non-refundable by default unless specific refund criteria are met.

🔍 When Are Credits Not Refunded?

Most lead purchases are final. You are responsible for evaluating leads before choosing to engage, using the platform’s filtering tools and lead types. We do not issue refunds in the following scenarios:

  • The client did not hire you.

  • The client did not respond to your message.

  • You changed your mind after unlocking the lead.

  • You selected the wrong lead type (e.g., FastTrack or EngageNow).

  • The job was too competitive or outside your scope after unlocking.

Matchouse is a freemium, flexible-choice platform – you can choose the risk level that suits your business using different lead models (see below).

When Are Refunds or Credit Adjustments Considered?

Refunds or credit re-issues are only considered if there is a confirmed platform issue or valid case of lead inaccessibility.

Examples of refund-eligible situations:

Scenario Eligible for Refund?

You unlocked a lead but could not access contact details due to a technical error

✅ Yes

The lead was spam, fake, or already hired before purchase, and we can verify it

✅ Yes

You unlocked a HireGuarantee Lead™ and the client did not hire you

✅ Yes

You unlocked a lead but didn’t get a reply

❌ No

You were not hired after engagement

❌ No

You chose the wrong lead model

❌ No

💡 Pro Tip: Always check the job scope and lead type carefully before unlocking.

Understanding Lead Types & Their Refund Rules

Matchouse offers three distinct lead models. Each comes with different terms for refund eligibility.

1️⃣ FastTrack Leads™ – Instant Access

  • Use case: Urgent jobs and high-value opportunities.

  • Refundable? ❌ No refund if not hired or contacted.

  • Refund only applies if: Contact details are inaccessible due to a technical issue, or the lead is confirmed fake or already hired.

2️⃣ EngageNow Leads™ – Message Now, Pay Later

  • Use case: Validate before committing.

  • Refundable? ❌ No refund if you get a reply and still aren’t hired.

  • Risk-free model: You’re only charged if the client responds. If they don’t, you’re not charged at all – no refund needed.

3️⃣ HireGuarantee Leads™ – Pay Only When Hired

  • Use case: High-ticket or trust-based services.

  • Refundable? ✅ Yes. If you are not hired after unlocking, your credits are fully refunded automatically.

Why We Don’t Refund for Every Case

Many platforms charge upfront and don’t guarantee response or conversion. Matchouse is different:

  • You choose your lead model.

  • You have full transparency before purchase.

  • We offer built-in protections, such as:

    • Pay-only-on-engagement (EngageNow)

    • Pay-only-when-hired (HireGuarantee)

By offering options for different risk levels, we empower you to control how you invest in leads and prevent wasted costs. Refunds are reserved only for situations where the system failed you.

How to Request a Refund or Credit Review

If you believe your situation meets the eligibility criteria above, follow these steps:

  1. Go to the Help section in your dashboard.

  2. Select "Request Support".

  3. Under "Category", choose Credit Issue.

  4. Provide:

    • The lead ID or screenshot

    • A brief explanation of the issue

    • Any supporting evidence (if applicable)

Our support team will respond within 24–48 hours, investigate the issue, and confirm whether a refund or credit adjustment is appropriate.

Summary Table: Refund Eligibility by Lead Type

Lead Type Refund If Not Hired? Refund If Platform Error?

FastTrack Leads™

❌ No

✅ Yes

EngageNow Leads™

❌ No

✅ Yes

HireGuarantee Leads™

✅ Yes

✅ Yes

Final Note

We’re committed to protecting your time and investment. Our lead models are built to give you more control, less risk, and more opportunity to grow your client base on your terms.

Still unsure about which lead type is right for you? Check out:


Related article: Choosing the Right Lead Purchase Option