Purpose

At Roof Pilot, we are committed to providing high-quality qualified roofing leads and ensuring customer satisfaction. This policy outlines our approach to handling various scenarios related to product receipt, quality, and customer concerns

General Refund Approach

Roof Pilot prioritizes customer satisfaction. If a customer is unsatisfied with their experience, we offer the option of a full refund back to their credit card or lead credits to address the concern.

Specific Scenarios

1. Product Not Received

If a customer has not received their purchased qualified lead:

• The customer may contact our support team within 5 business days of the expected delivery date.

• Our team will investigate the issue immediately.

• If verified, we will:

• Provide a replacement lead of equivalent value.

• Offer the choice of a full refund back to their credit card or lead credit.

• Ensure the lead meets our quality standards as defined on our website.

2. Product Unacceptable

When a customer finds a lead unsatisfactory:

• Customers can request a full refund back to their credit card or choose lead credits via (EMAIL).

• Replacement leads must meet the quality criteria outlined on our main website.

• Our team will carefully review the claim to ensure fairness.

• IF the lead does not meet our quality standards, we will:

• Provide a replacement lead IF desired.

• Issue a full refund or lead credit, depending on the customer’s preference.

3. Subscription Cancellation

Customers may cancel their subscription at any time:

• Cancellation takes effect when they notify us by email (text messages are not accepted).

• Any unused lead credits remain valid on the customer’s account.

• Refunds for subscription fees will be issued on a pro-rated basis for any remaining period, if applicable.

• (EMAIL)

4. Duplicate Lead

In cases of duplicate lead submission:

• Customers should report duplicate leads immediately.

• Our team will:

• Verify the duplicate status.

• Remove the duplicate lead from the customer’s account.

• Provide a replacement lead or issue a full refund for the affected lead.

• Investigate internal processes to prevent future duplications.

5. Credit Not Processed

If a lead credit is not properly applied:

• Customers should contact our support team with details.

• We will:

• Investigate the issue promptly.

• Manually apply the correct lead credit or issue a refund if preferred.

• Provide transparent communication about the resolution.

Our Commitment

We understand that mistakes can happen. Our dedicated team is committed to:

• Providing exceptional customer service

• Ensuring the highest quality leads.

• Creating win-win solutions that help our customers grow their business.

How to Request Support

• Email: (EMAIL)

Quality Lead Definition

• The lead is not contracted with a roofing contractor already.

• The lead is looking to hire in a timeframe of 0-12 months.

• Contact information of the lead is accurate and is provided directly to the customer via text and email.

Last Updated

April 25, 2025