H2O Leads – Lead Return Policy
Last Updated: 1/16/2026
Effective for all lead buyers on the H2O Leads Platform
The purpose of this policy is to ensure fairness and transparency for all H2O Leads dealer partners. While we strive to deliver high-quality homeowner leads, certain situations may qualify for a lead return.
This policy outlines when a lead may be eligible for return and the procedures for submitting return requests.
All return requests must be submitted below:
Within 48 Hours of receiving the lead / date of appointment
1. Standard Lead Qualification Requirements
For a lead to be considered valid, it must meet the following criteria:
The contact must be a homeowner
The property must be located within the dealer’s selected service ZIP codes
The lead must contain valid contact information (phone or email)
The lead must represent a real individual who submitted the request
2. Standard Return Policy
A lead may qualify for return if any of the following conditions are verified:
The contact information is invalid or disconnected
The lead is a duplicate of a previously delivered lead
The contact is not a homeowner
The property is outside the dealer’s selected service ZIP codes
The lead submission contains fraudulent or fake information
Return requests must be submitted through the H2O Leads platform within 48 hours of lead delivery or appt date.
H2O Leads reserves the right to review all submitted evidence before approving or denying a return request.
3. Appointment Request Lead Types
H2O Leads offers two appointment-based lead types designed to give dealers flexibility depending on their preferred level of protection.
A. Appointment Request
This lead type indicates that the homeowner has actively requested an appointment regarding the advertised offer.
Because the homeowner has already demonstrated strong intent by scheduling an appointment, appointment cancellations are not eligible for return under this lead type.
Even when a homeowner cancels an appointment, the prospect may still represent a valid opportunity and can often be rescheduled.
All Standard Return Policy conditions still apply.
B. Appointment Request with Sit Guarantee
The Appointment Request with Sit Guarantee provides additional protection by ensuring that the appointment must occur in order for the lead to qualify as a valid charge.
Eligible Return Conditions
A lead may qualify for return under the Sit Guarantee if:
The homeowner directly cancels the appointment, and
The appointment is not rescheduled within 14 days of the original appointment date
The 14-day period provides a reasonable opportunity for the homeowner to reschedule the appointment.
If the homeowner does not reschedule within that timeframe, the lead may be submitted for return.
Sit Guarantee Limitations
The Sit Guarantee does not apply if:
The dealer fails to attend the scheduled appointment
The dealer cancels or reschedules the appointment
The dealer fails to make reasonable attempts to conduct the appointment
H2O Leads may request documentation or communication records when reviewing Sit Guarantee return requests.
4. Reschedule Policy
Reschedule requests are not eligible for return under any lead type.
The only exception applies to Appointment Request with Sit Guarantee leads.
If a homeowner cancels or requests to reschedule:
Dealers must allow 14 days from the original appointment date for the prospect to reschedule
If the appointment is rescheduled within that timeframe, the lead remains valid
If the prospect does not reschedule within 14 days, the lead may become eligible for return under the Sit Guarantee
This policy ensures homeowners have a reasonable opportunity to reschedule while maintaining fairness for dealers.
5. Return Request Process
To submit a lead return request, dealers must:
1 - Submit the return request through the H2O Leads platform
2 - Provide supporting information explaining the reason for the return
3 - Include any relevant evidence when applicable
All return requests are reviewed by the H2O Leads team.
H2O Leads reserves the right to approve or deny return requests based on available information.
6. 48 Hour Return Window
Return requests must be submitted within 48 Hours of the lead delivery date.
Requests submitted after this period may not be eligible for review.
7. Credit Issuance
If a return request is approved:
A credit will be applied to the dealer’s H2O Leads account balance
Credits may be used toward future lead purchases
Credits are not issued as cash refunds.
8. Inactive Account Credit Expiration
Account credits must be used while the account is active. If an account becomes inactive and carries a remaining credit balance, those credits are no longer eligible for use after 45 days of inactivity.
An account is considered inactive when there is no active bid, no active subscription, or no recent purchase activity.
Dealers are encouraged to reactivate their account before the 45-day window expires to retain their existing credit balance.
9. Lead Type Availability
H2O Leads reserves the right to discontinue a specific lead type in a dealer's selected service area if we are no longer able to deliver that lead type at the quality or volume our platform requires.
If a lead type is discontinued in the dealer's area:
- The dealer will be notified through platform or direct communication
- The dealer may request a refund of the remaining credit balance tied to the discontinued lead type
Alternatively, the dealer may apply the remaining balance toward another available lead type on the platform. Refund requests under this section must be submitted through the dealer's account contact or by emailing the H2O Leads team.
10. Policy Updates
H2O Leads reserves the right to update this policy at any time to reflect improvements to the platform or lead delivery system.
Updates may be communicated through platform announcements or direct partner communications.
11. Contact
For questions regarding the Lead Return Policy or to submit a request, please contact: [email protected]
30-Day Money-Back Guarantee – Initial Deposit Only
H2O Leads offers a 30-Day Money-Back Guarantee on the Initial Deposit made toward purchasing leads on the platform. This guarantee is designed to provide confidence and risk-free onboarding for new buyers.
This guarantee applies only to the Initial Deposit and does not apply to any recurring service fees, subscription payments, or Premiere Partner account fees.
Eligibility for the 30-Day Money-Back Guarantee
H2O Leads offers a 30-Day Money-Back Guarantee for new accounts. This guarantee covers your account fee and setup fee only. It is designed to give new buyers confidence when getting started on the platform.
This guarantee does not apply to any funds deposited into the platform for lead credits. Those funds are allocated directly to active ad spend on your behalf and are non-refundable under any circumstances.
Eligibility Requirements
To qualify, all of the following must be true within the first 30 days of account activation:
No legitimate leads were received during the 30-day window
All follow-up attempts were made within 12-24 hours of each lead delivery
All calls and texts were recorded
Evidence of follow-up attempts is available upon request
If even one legitimate lead was delivered and is not return-eligible under the Standard Return Policy, the guarantee is void.
What Is Covered
Account fee
Setup fee
What Is NOT Covered
The 30-Day Money-Back Guarantee does not apply to:
Lead credit deposits (any amount added to your account for purchasing leads)
Transaction Fees
Add-on services
Accounts suspended for policy abuse
Only the Initial Deposit is eligible.
How to Request the 30-Day Refund
To initiate a refund request:
1 - Send an email to: 👉 [email protected]
2 - Include the subject line: 30-Day Guarantee Refund Request
3 - Provide the following details in your message:
Your business name
The email tied to your H2O Leads account
Date of initial deposit
Explanation of your eligibility (no leads or all return-approved)
4 - Our team will verify eligibility by reviewing:
Lead delivery history
Return approvals
Account activity
5 - Once approved, refunds are issued within 5–7 business days.
Additional Terms
Refund requests must be submitted on or before the 30th day from account activation.
After a refund is issued, the buyer’s account may be closed or require a new deposit to resume service.
H2O Leads reserves the right to deny the guarantee if the buyer engages in fraudulent return behavior or violates platform policies.