Refund Policy and Procedures

Effective date: June 22, 2026 Handshake uses a lead acceptance fee when a provider chooses to unlock homeowner contact details. This policy explains when a provider may request a refund review. When the fee applies A provider may review an anonymized lead summary before accepting. The lead acceptance fee applies when the provider accepts the lead and proceeds to unlock the homeowner's contact details. Refund review eligibility A refund request may be eligible for review when the released lead appears materially invalid, including: - The homeowner contact information is unusable or clearly false. - The request is outside the selected service category. - The request is outside the provider's saved ZIP-code coverage. - The request was already resolved before contact release. - The homeowner is unreachable after reasonable good-faith contact attempts. - The same lead was released in error or duplicated. Refunds are not automatic Submitting a refund request does not guarantee approval. Handshake reviews the request details, lead history, payment record, provider notes, homeowner activity, and any available platform evidence before making a decision. Situations that are usually not refundable Refunds are generally not approved only because a homeowner chooses another provider, delays scheduling, negotiates pricing, changes project scope, cancels after a meaningful conversation, or declines a provider's estimate. How to request review Providers can submit refund requests from the provider dashboard when a paid lead is eligible for review. The request should include the reason and a clear explanation of what happened. Review outcomes Handshake may approve the refund, reject the request, request more information, or take another corrective action. Approved refunds may be returned through the original payment method or handled through another account adjustment when appropriate. Abuse of refund requests Handshake may limit, deny, or investigate refund requests that appear inaccurate, abusive, repetitive, or inconsistent with platform records. Questions Questions about a refund request can be directed through the Handshake dashboard or available support channels.