Rizzly Refund & Replacement Policy

Leads Eligible for Replacement

A lead qualifies for replacement if it falls into one or more of the following categories:

• Invalid contact details. The phone number provided is disconnected, non-existent, or otherwise unreachable using standard contact methods.
• No real interest in selling. When contacted, the lead confirms they were never actually interested in selling the property — for example, they filled out the form by mistake, were only browsing, or explicitly state they have no intent to sell.
• Seller didn't request an offer. The contact states they never submitted the form and someone else entered their information. Confirm with the contact first — a family member or representative may have submitted it on their behalf.
• Incorrect property information. A critical property detail provided with the lead is materially wrong. This applies only to the following four details:
  • Address — see the exception under Not Eligible for Replacement
  • Property type — verified against public records. This includes vacant land, non-residential property (commercial, industrial, etc.), and mobile or manufactured homes on leased land — unless your account filters accept that property type
  • Condition — photo proof of the property is required with your request
  • Ownership — verified against public records
• Listed or under contract. The property was listed on the MLS or already under contract with an agent or another buyer before the lead was delivered. For-sale-by-owner (FSBO) listings are excluded.
• Wholesaler-submitted lead. The lead was submitted by a wholesaler — the contact holds the property under contract but is not on title (verified against public records).
• Outside your markets. The property falls outside the markets or filters active on your account at the time the lead was delivered.
• Spam or fake lead. The submission is clearly fake or spam — for example, a bot submission or maliciously entered random information.
• Duplicate lead. You already received the same lead from Rizzly within the last 6 months. Leads you obtained from other sources or your own marketing do not count as duplicates.
• Other. Something not covered above? Situations outside the standard categories are reviewed case-by-case — include a detailed explanation and supporting evidence. Approval is at Rizzly’s discretion.
• No answer. The lead is unreachable after documented contact attempts that meet the minimum schedule below. No Answer requests become eligible only after the 7th day from lead delivery.

All call and text attempts must come from a phone number with a “Positive” number reputation and an “Allowed” status on RoboKiller — check your number for free at lookup.robokiller.com.

Keep records of your attempts (call logs and text timestamps) — documentation is required for No Answer requests.

Not Eligible for Replacement

This policy covers lead quality — it does not cover normal conversion risk. The following are not eligible for replacement:

• The seller changes their mind after initially confirming interest in selling.
• The lead does not convert into a signed contract or closed deal.
• The lead's contact information is valid, but you did not complete the minimum contact schedule.
• The lead's motivation level or timeline does not match your personal preferences (as opposed to being materially misrepresented).
• The request is submitted after the 10-day request window has closed.
• The listed address is wrong, but the seller still intends to sell a similar property that matches any of the filters you have accepted.

Request Window

Replacement requests must be submitted within 10 days of lead delivery. Requests submitted after this window will not be eligible for review, so we recommend working leads promptly and flagging issues as soon as you identify them.

Note: No Answer requests become eligible on day 8 (after the 7-day contact schedule) and must still be submitted by day 10.

How to Submit a Request

• Gather your documentation. Include the lead's name and delivery date, the reason for the request, and supporting evidence. Call logs, call recordings, SMS logs, and email threads are all accepted as proof of contact attempts; condition claims require photo proof.
• Submit your request through the Rizzly Refund Dashboard.
• We review your claim. Our team verifies the issue (for example, checking public records for ownership claims). Most requests are reviewed within a few hours, and no longer than a few business days.
• You receive a decision. If approved, replacement credit is applied to your account instantly. If denied, you will receive the reason for the denial and may appeal once through the dashboard (see Appeals below).

Appeals

If your request is denied, you may appeal the decision one time:

• Submit your appeal within 3 days of the denial decision using the one-click appeal in the dashboard.
• The most common reason for denial is insufficient proof. Attach any additional evidence with your appeal — call recordings, screenshots, or photos — as this significantly increases the chance of approval.
• The decision issued on appeal is final.

How Replacements Are Issued

• Approved requests are issued as account credit, applied toward a future lead of equal value.
• All sales are final. No cash refunds are issued under this policy; account credit is the sole remedy for lead-quality issues.
• Credit is applied to your account instantly after approval.

Chargebacks & Payment Disputes

If you believe a charge is incorrect, contact us through the dashboard and use the replacement and appeal process above first — most issues are resolved within hours, far faster than a bank dispute. Nothing in this policy limits your legal right to dispute a transaction with your bank or card issuer. However, because replacements are issued as account credit, the following applies when a chargeback is filed:

• Account suspension. While a payment dispute is open, your account is suspended: lead delivery stops, pending and new replacement requests are paused, and your account credit balance is frozen until the dispute is resolved.
• No double recovery. If you charge back a transaction for which you already received account credit or a replacement lead, that credit is reversed. If the credit has already been spent, its value becomes a debt owed to Rizzly, which we may offset against your remaining account credit balance.
• Administrative fee. If a dispute is resolved in Rizzly's favor or is withdrawn, a $50 administrative fee applies to cover our processing costs. The fee is deducted from your account credit balance or is payable before your account is reinstated. No fee applies to disputes resolved in your favor.
• Reinstatement and abuse. Accounts are reinstated once a dispute is resolved and any amounts owed are settled. Accounts showing a pattern of unfounded chargebacks may be terminated.

Good Faith Use

This policy is intended to ensure lead quality — not to offset the normal conversion risk inherent in wholesale real estate. We reserve the right to review accounts with unusually high replacement request rates, and we may adjust or deny future requests if we identify a pattern of misuse. Accounts with a high rate of rejected replacement requests may be reviewed and paused at any time.

Changes to This Policy

We may update this policy from time to time. The current version will always be available at /refund-policy. We will notify users by email at least 7 days before any changes take effect. Continued use of our leads constitutes acceptance of the policy in effect at the time of purchase.

Questions? Send us a message in the dashboard.