Refund and Dispute Policy

We stand behind the quality of leads on the Stumptown Painters marketplace. This policy explains when a contractor can request a refund and how we handle disputes.

Auto-refund (no review needed)

We will issue an automatic refund for a purchased lead under any of the following conditions:

• The phone number is disconnected at the time you call.
• The homeowner's actual zip code is materially different from the zip code shown on the marketplace listing.
• The lead is a duplicate of another lead you already purchased within 30 days from the same homeowner.

Review required (we decide within 48 hours)

For the following situations, we will review the AI qualification recording and the original form submission, then make a decision within 48 business hours:

• The homeowner says they were not serious about getting a quote.
• The homeowner says they already hired someone.

If the lead was accurately represented at the time of purchase, no refund is issued. If the AI qualification clearly missed a disqualifier, we issue a refund.

No refund

The following situations are not eligible for a refund:

• Contractor waited more than 24 hours to contact the homeowner.
• Contractor did not like the project scope after speaking with the homeowner. The marketplace listing showed the project scope; the contractor chose to buy.
• Homeowner accepted a cheaper quote from another contractor.
• Contractor is unable to service the project due to scheduling or capacity reasons unrelated to the lead itself.

How to file

Reply DISPUTE to any SMS we send you about a purchased lead, or email the address listed on our contact page within 7 days of purchase. Include the lead ID and a brief explanation. We will confirm receipt within 1 business day.

Refunds and your dispute rate

Refunds are issued to the original payment method. Your dispute rate is tracked. Contractors with a sustained dispute rate above 20% may be removed from the marketplace.