H2O Leads – Lead Return Policy

Effective for all lead buyers on the H2O Leads Platform

At H2O Leads, we strive to deliver accurate, high-quality, exclusive water treatment leads. This Return Policy outlines the criteria under which a lead may be returned for account credit.

All return requests must be submitted at:

1. Standard Return Policy (All Account Types)

Eligible Return Reasons

A lead qualifies for return under the Standard Return Policy if it meets one of the following conditions:

1. Bad Information

  • Phone number is invalid or disconnected

  • Email address is invalid or bounces

    (No proof required — H2O Leads will verify manually.)

2. Wrong Identity

  • The person contacted is not the individual listed in the lead details

  • The prospect has no recollection of filling out a form or requesting information

  • A wrong-identity return does not apply if the prospect is simply “not interested”

3. Unqualified Location

  • The prospect’s actual address is outside the county or state for which the buyer has placed their bid

  • Proof of address discrepancy may be required (call notes, text screenshot, etc.)

4. Duplicate Lead (from H2O Leads)

  • The same prospect entered into the system twice within a 7-day period

  • Leader must be a duplicate generated by H2O Leads, not from other dealer sources

  • Buyer must provide CRM timestamp or call logs showing duplication

5. Renter / Unauthorized Resident

  • The prospect confirms they are a renter, tenant, temporary resident, or otherwise not authorized to make plumbing or home improvement decisions

  • Must be clearly stated by the prospect via call or text

  • Does not apply if the dealer fails to ask the appropriate qualifying question

Non-Returnable Leads

The following scenarios do not qualify for returns under any circumstances:

  • Prospect does not answer or respond to outreach

  • Prospect states they are “not interested” (unless qualified under Enhanced Policy for Premiere Partners)

  • Lead is valid but does not convert into a sale

  • Dealer waited too long to contact the lead (over 7 days)

  • Prospect hung up, ended the call early, or was unavailable

  • Communication attempt was only made by email (not valid)

Return Process & Timeline

  • All return requests must be submitted within 7 days of lead delivery

  • Approved returns are issued as account credit only

  • Credit will apply within 2–5 business days after approval

  • All decisions made by H2O Leads are final and not subject to appeal

Abuse Prevention

H2O Leads reserves the right to investigate accounts with excessive or fraudulent return requests. Abuse may result in:

  • Temporary suspension

  • Permanent loss of return privileges

  • Termination of account

2. Enhanced Return Policy (Premiere Partner Accounts Only)

Available exclusively to Premiere Partner subscribers.

Premiere Partners receive expanded return eligibility to provide increased flexibility and protection. These enhanced return rules apply only if all required conditions are met.

Enhanced Eligible Return Reasons (Premiere Partners Only)

A. “Not Interested” After Valid Contact

A return is eligible if:

  • The prospect verbally or in writing says they are not interested,

    AND

  • The dealer made contact within 24 hours of lead delivery,

    AND

  • The dealer used a compliant introduction (see conditions below)

B. “Never Submitted a Form” Claim

A return is eligible if:

  • Prospect explicitly states they never filled out a lead form or requested information

    AND the dealer provides one of the following:

  • Call recording

  • Screenshot of text message

  • CRM timestamp showing the interaction

C. “Wrong Intent” (Misunderstood Offer)

A return is eligible when the prospect believed the offer was something different than what was advertised, such as:

  • Thinking it was a municipal test

  • Thinking it was filter replacement

  • Thinking it was a home inspection

  • Any scenario where the intent does not match the advertised offer

Proof must be provided (recording or text screenshot).

Enhanced Return Conditions (Must Be Met for Approval)

To protect the integrity of the system, all enhanced returns require the following:

1. Contact Must Be Made Within 24 Hours

Calls, texts, or both must be attempted within 24 hours from the timestamp of lead delivery.

2. Proper Introduction Required

The dealer must clearly state at the start of the conversation:

  • Their business name

  • That the prospect requested a specific offer (example: “You requested a free water test”)

  • Confirmation of the county/state of the home

Failure to introduce the call properly results in denial.

3. Valid Proof Required

Each enhanced return request must include at least one of the following:

  • Call recording

  • Screenshot of text or chat conversation

  • CRM timestamp showing outreach + conversation

4. Non-Qualified Scenarios (Even for Premiere Partners)

Enhanced returns do NOT cover:

  • No-answers

  • Missed calls

  • Leads contacted after 24 hours

  • Leads contacted only through email

  • Leads where the dealer pressured the prospect into disinterest

Processing & Credits

Premiere Partner enhanced returns receive:

  • Priority review

  • Faster credit processing (typically 24–48 hours)

  • Account credit only, never cash refunds

3. General Notes

We actively monitor all return requests to ensure fairness. Accounts found submitting excessive or fraudulent return claims may be subject to suspension or termination of service.

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