5 Minute Roof Quote — Lead Dispute Policy

1. What this policy is for

You pay for a lead at the moment it is allocated to you, not when it turns into work. That is the deal, and it only works if you are never paying for a lead that was never usable in the first place.

This policy says exactly what counts as a defective lead, what does not, and what happens either way. It is deliberately short and deliberately specific. We would rather you knew where you stood than had to rely on our goodwill.

2. When a Lead Fee becomes final

Nothing is charged while it can still change.

A lead stays open for 7 days from the moment the first contractor is allocated to it. During that time, if another roofer is allocated the same lead, the fee drops for everyone on it. Fees only ever go down.

A Lead Fee becomes final at the later of two points: when no further contractor can be allocated to that Lead, and when the 5-day dispute window has closed. And if you have raised a dispute, the fee does not become final while that dispute is open, however long that takes. You are never charged a fee that can still change.

So a dispute raised in time is resolved before any money moves. You are not chasing a refund — you are stopping a charge.

3. Grounds we will uphold

• The phone number did not work. It was disconnected, unobtainable, or belonged to someone other than the person who submitted the enquiry.
• You were given the same enquiry twice. The same enquiry for the same property was allocated to you more than once within 90 days.
• It was outside your service area, and you had not asked or agreed to receive it.
• It was outside your category, and you had not asked or agreed to receive it.
• The property owner tells us they did not submit it. We will contact them to confirm.

Every lead on the platform has confirmed their mobile number before it reaches you, so the first ground should be rare. If it happens, we want to know — it means something is wrong at our end.

4. Grounds we will not uphold

These are the ordinary risks of buying a lead, and the fee covers an introduction, not an outcome.

• The property owner did not answer, or did not call you back.
• The property owner changed their mind, or went with another roofer.
• The property owner turned out not to own the property, or could not authorise the work.
• The roofing material, project size or scope was not what you wanted.
• The lead did not result in a site visit, a quote or a job.

On materials and project size specifically: leads are not filtered by the materials or specialties on your profile. Those are shown to property owners to help them choose you; they do not narrow what you receive. This is stated when you set a campaign up, and it is not a ground for a dispute.

5. How to raise a dispute

Email hello@5minroofquote.com.au within 5 days of the lead being allocated to you.

Include:

• the lead reference
• which ground you are relying on
• anything that supports it — a screenshot of a disconnected-number message, a call log, or what the property owner said

6. What we will do

We respond within 5 days of receiving your email. We may investigate, and we may contact the property owner.

If we uphold it, the fee is not charged. If it has already been charged, you get a dispute credit for the amount, or a cash refund if you would rather have one — just say so. A dispute credit lasts 12 months, and if your account closes before you have used it we refund it rather than keep it.

If we do not uphold it, we will tell you why, against the grounds above. Not “at our discretion.”

7. How many disputes you can raise

This process is for defective leads, not for leads that did not convert.

There is no limit while you are getting started. Once you have received 20 Leads from us, we may decline to consider further disputes if more than one in ten of the Leads allocated to you in the previous 90 days has been disputed and not upheld. We will always consider at least two disputes in any 90-day period, whatever that calculation gives. A dispute we uphold never counts towards this limit, and we will tell you before we rely on it.

If you reach the limit we will tell you, and we will talk to you about why so many of your leads are being disputed — because at that point either something is wrong with what we are sending you, or something is wrong with how the leads are being worked, and both are worth a conversation rather than a refusal.

We may change this limit from time to time. A change applies only to disputes raised after it takes effect.

8. If you disagree with our decision

Reply and say so. We will look at it again, and a different person will where we can. Nothing in this policy affects your rights under the Australian Consumer Law or your ability to take the matter elsewhere.