Refunds, cancellation & replacement

Owner-decided remedies and pending details

The owner has selected replacement after evidence review for invalid leads, a claim window of 7 days after purchase, and replacement within 14 days from claim approval. If that approved replacement is not delivered within the 14-day period, refund the actual amount paid for the lead or appointment. This is a policy decision, not authorization to initiate a refund. Eligibility is not automatic, and checkout stays blocked until remaining commercial and policy settings are approved.

Invalid-lead claims & refund fallback

For an invalid lead, submit a claim with supporting evidence within 7 days after purchase. Eligibility is decided after evidence review. Trecasa Leads will review replacement claims within 3 business days after the required evidence is received. The remedy is a replacement. An approved replacement is due within 14 days from claim approval; if it is not delivered within that time, the refund is the actual amount paid for that lead or appointment, including any discount already applied. Appointment no-show claims use the separate appointment-based window below. Once that full actual-amount-paid refund becomes due, Trecasa Leads will initiate it within 3 business days to the original payment method, without gateway-fee deductions. Bank credit timing is separate and is not guaranteed by this policy. This policy does not authorize a transaction.

Cancellation

Customer/operator cancellation conditions and any charges — awaiting owner confirmation.

Appointment no-shows

If the homeowner does not attend a confirmed appointment, submit the no-show complaint within 7 calendar days of the scheduled appointment. Trecasa Leads will review replacement claims within 3 business days after the required evidence is received. Trecasa Leads will first try to reschedule for up to 7 calendar days after claim approval. If rescheduling fails, the remedy is a replacement. Rescheduling is part of the same overall 14-day replacement deadline from claim approval; the clock does not restart. If no replacement is delivered by that original deadline, refund the actual amount paid for the appointment.

Replacement

An invalid-lead claim requires evidence review. Once a replacement claim is approved, a replacement is due within 14 days of approval. If the replacement is not delivered within that period, refund the actual amount paid for the lead or appointment. Each replacement must respect homeowner consent and one-buyer exclusivity. Replacement selection, any price difference and promotional-allowance treatment remain to be finalized.

Before payment: cancelling a reservation

A signed-in designer can cancel an active checkout reservation from Orders. Unpaid reservations also expire after 15 minutes. This releases the local hold on the opportunity and any reserved offer allowance.

Closing a payment window or cancelling the local reservation does not cancel a charge already submitted to the provider. If a payment is captured after the reservation is no longer eligible, the order is flagged for refund review and no contact is unlocked. The operator must reconcile the provider record.

After payment: report a problem

Sign in, open Orders and use the refund/replacement request action for a captured order. For an invalid lead, submit the claim and supporting evidence within 7 days after purchase. Examples of issues to report include incorrect contact information, a disputed appointment confirmation, a duplicate charge or a payment without contact access. These examples do not pre-approve eligibility.

Include your order reference and a factual description. Do not submit card details, CVV, OTP, passwords or unnecessary identity documents. If you cannot access your account, use the contact form; do not make another payment solely to obtain support.

Review and payment status

The operator can record a request as under review, approved, rejected or closed, with an outcome note. Approval is a decision record; it is not evidence that a refund has reached your account. Actual refunds must be performed by an authorized operator at the payment provider, then reconciled with the order.

Verified partial and full refunds are recorded in order history. A full refund removes future contact display in the account; it cannot retract details already seen. For an approved replacement not delivered within 14 days from claim approval, the fallback refund is the actual amount paid for the lead or appointment, including the effect of any discount. The replacement deadline is not a bank settlement deadline. Trecasa Leads will initiate the full actual-amount-paid refund within 3 business days of it becoming due, to the original payment method, without gateway-fee deductions. Bank credit timing is separate; this policy does not promise a bank settlement deadline or authorize a transaction. A refund does not permit Trecasa Leads to resell that homeowner opportunity.

Replacement requests

After evidence review and approval, the operator must arrange the replacement within 14 days from claim approval or apply the actual-paid-amount refund fallback. Automatic replacement allocation is not implemented. Any replacement needs the necessary homeowner consent and appointment confirmations and must be exclusive to its buyer through Trecasa Leads. Unlimited replacements are not promised.

The effect of refunds on promotional allowance and any difference in replacement price must be confirmed before commerce is enabled. Offers are not silently combined.

Appointments, no-shows and project outcomes

A recorded appointment does not guarantee attendance, a proposal, project award or the value of any subsequent work. If the homeowner does not attend, submit the no-show complaint within 7 calendar days of the scheduled appointment. Trecasa Leads will first try to reschedule for up to 7 calendar days after claim approval. If rescheduling fails, the remedy is a replacement. This rescheduling period is within the same overall 14-day replacement deadline from approval; the clock does not restart. If no replacement is delivered by that original deadline, the fallback is a refund of the actual amount paid for the appointment. Trecasa Leads will review replacement claims within 3 business days after the required evidence is received. The homeowner may independently contact other firms. Design/execution payments made directly to a designer fall under that separate agreement, not a Trecasa Leads introduction order.

Questions and escalation

Use Contact for a payment concern or review request. The complaints contact is named on the Contact page, but the formal complaints channel and escalation procedure still await confirmation. General questions can be sent to the published support email. Nothing in this draft removes applicable legal rights or prevents you from raising a payment concern through the relevant provider or other available channel.