What Is the Genuine Customer Guarantee?
At ServiceTasker, we stand by the quality of every customer lead you receive. If a lead fails to interact after you've made a genuine effort to connect, you may apply for a full refund of the lead credit—subject to a quick verification process. We call it the Genuine Customer Guarantee, and it's our way of making sure your time and resources are treated with respect.
How It Works
Step | What to Do | What Happens |
---|---|---|
1 | Contact the Customer Promptly, utilising all provided channels. | We log your outreach attempts. |
2 | Wait 48–72 Hours for a response—some leads take a bit longer to engage. | We understand patience is part of the process. |
3 | Submit Your Claim via the platform if the lead remains unresponsive. | We review and confirm legitimacy. |
4 | Refund Processed Swiftly when your claim is validated. | Lead credit returns to your account—no hassle. |
Why This Guarantee Matters
- Protects Your Investment: You’re using your funds wisely—or getting them returned if the lead doesn't respond.
- Builds Reliability: This guarantee reinforces a culture of trust between ServiceTasker, customers, and tradespeople.
- Shows Confidence in Our Platform: We wouldn’t offer this if we didn’t believe in the quality of our leads.
What Counts as “Contact Made”
To ensure fairness, we ask businesses to make genuine efforts to reach the customer before submitting a claim. Valid attempts include:
- Call the customer on the provided phone number.
- Sending at least one SMS or WhatsApp message.
- Emailing the customer using the listed contact details.
- Logging communication attempts within the ServiceTasker platform
Documenting these steps helps us review your claim quickly and approve refunds without delays.
Eligibility & Limitations
The Genuine Customer Guarantee is designed to protect businesses, but it must also be fair. Key points include:
- Claims are only valid if submitted within 7 days of receiving the lead.
- A fair-use policy applies, with a maximum number of claims per business each month.
- Customers who respond—even if they don’t hire—are not eligible for a refund.
- Promotional or free credits are not refundable under this guarantee.
This balance ensures ServiceTasker remains a trustworthy space for both traders and customers.
Why Claims Are Reviewed
Every claim goes through a quick verification to keep the platform fair for all. We check:
- Whether genuine contact attempts were made.
- If the customer details provided were valid.
- Whether the response window (48–72 hours) was given.
By reviewing claims, we prevent abuse of the system while ensuring businesses are protected when leads turn out to be unresponsive.