Billing, Refund & Cancellation Policy

1.Who this policy applies to

This Policy applies only to contractors and home service professionals who purchase leads or a membership from Homeowner Henry. Homeowners who submit a project request are never charged, are never asked for payment information, and are not subject to this Policy.

2.What you are purchasing

Homeowner Henry sells access to verified homeowner project requests ("leads"). We offer two purchase types:

• Prepaid lead packs. A fixed block of leads purchased in advance at a flat per-lead price. Your per-lead price is set out on your invoice before you pay.
• Pro Membership. A recurring monthly subscription that credits a set number of leads to your account each billing period and includes priority routing. The monthly amount and included lead count are shown on your invoice and at checkout before you pay.

A lead is a homeowner-submitted project request that has passed our phone verification step and matches your trade and service area. We do not sell exclusivity beyond our standing three-pro cap: a maximum of three contractors receive any single project request.

3.Billing, payment, and delivery

All purchases are billed in advance in U.S. dollars and are processed by our payment processor, Stripe. We do not store your full card details. Invoices are delivered by email with a secure payment link, and leads begin delivering as soon as payment clears.

Pro Membership renews automatically each month on the anniversary of your first payment until you cancel. Prepaid lead packs do not auto-renew; we issue a new invoice as your balance runs down.

To keep leads flowing without interruption we may continue delivering leads past your paid balance up to a grace threshold of 20% of the leads you last purchased. If an invoice remains unpaid once that threshold is reached, your account is marked inactive and lead delivery stops until the outstanding balance is paid. Leads already delivered during the grace period remain payable.

4.Refunds — all sales are final

Payments for lead packs and Pro Membership are non-refundable. All sales are final. Leads are a digital product delivered immediately on payment and cannot be returned or un-delivered, so we do not issue refunds for delivered leads, for unused leads, for partially used lead packs, or for any portion of a membership period that has already begun.

We also do not refund based on outcome. Homeowner Henry does not guarantee that any lead will answer the phone, schedule an estimate, accept your bid, or hire you. You are purchasing a verified introduction, not a completed sale.

Nothing in this Policy limits any refund right you may have that cannot be waived under applicable law.

5.Lead credit exceptions

Although we do not issue cash refunds, we will credit a replacement lead to your account — at no additional charge — where a delivered lead is:

• a disconnected, invalid, or non-working phone number;
• a duplicate of a lead already delivered to you;
• outside the service area or trade categories configured on your account; or
• a test submission, a competitor solicitation, or otherwise not a genuine homeowner project request.

To request a credit, email billing@homeownerhenry.com with the lead reference and the reason within 5 business days of delivery. We review each request by hand and will confirm the outcome by email. Credits are applied to your lead balance and have no cash value. A homeowner who simply does not answer, changes their mind, delays the project, or chooses another bidder is not eligible for a credit.

6.Cancellation

Pro Membership. You may cancel at any time, for any reason, with no cancellation fee. Use the billing portal link in any invoice email, or email billing@homeownerhenry.com and we will cancel it for you. Cancellation stops future renewals; your membership and any leads already credited for the current period remain available through the end of the period you have paid for. We do not prorate or refund the current period.

Prepaid lead packs. Because packs do not renew, there is nothing to cancel. Unused prepaid leads do not expire while your account remains in good standing, but they are not redeemable for cash and are forfeited if your account is terminated for breach of our Terms of Service.

You may pause lead delivery at any time by emailing us; pausing does not extend a membership period or create a refund.

7.Failed payments and account suspension

If a payment fails, we will notify you by email and retry the charge. If the balance remains unpaid once you have reached the 20% grace threshold described in Section 3, we will mark your account inactive and stop delivering leads. Paying the outstanding invoice reactivates delivery immediately. Accounts that remain unpaid for an extended period may be closed, and outstanding balances may be referred for collection.

8.Chargebacks and payment disputes

Please contact us before filing a chargeback with your bank or card issuer. Most billing questions are resolved within one business day, and we would rather fix the problem than fight a dispute. Email billing@homeownerhenry.com and we will respond within one business day.

Filing a chargeback for leads that were delivered in accordance with this Policy is a breach of our Terms of Service. We may suspend lead delivery while a dispute is open, submit delivery records as evidence, and recover any resulting fees. Section 14 of our Terms of Service governs how billing disputes are resolved.

9.Price and policy changes

We may change our per-lead pricing, membership pricing, or this Policy at any time. Any change takes effect on your next invoice or renewal — never retroactively on a purchase you have already paid for. We will post the updated effective date on this page and, for material changes affecting active accounts, notify you by email before the change takes effect.

10.Contact us about billing

Homeowner Henry — Billing
Email: billing@homeownerhenry.com
Support: help@homeownerhenry.com
Phone: (888) 555-0142, Mon–Fri 8am–6pm ET

Charges from Homeowner Henry appear on your card or bank statement as a Homeowner Henry lead purchase. If you see a charge you do not recognize, contact us before disputing it and we will identify it for you.