Lead Replacement Policy

Version 2027-01-01-v1.0. Effective 1 January 2027.

1. Our commitment

At Halo Lead Exchange, we aim to provide genuine homeowner enquiries that meet the agreed qualification criteria for the relevant service and territory.

If a supplied lead is demonstrably invalid or materially different from the service requested, buyers may request a replacement under this policy.

Our standard replacement request window is three calendar days from the date and time the full lead details are released to the buyer.

2. Reasons eligible for replacement

A replacement may be approved where:

• Invalid contact information: the supplied telephone number is disconnected, incorrect or demonstrably belongs to an unrelated person.
• Incorrect individual: the person supplied did not submit the enquiry and has no connection to the property or project.
• No genuine service interest: the individual confirms they did not request the advertised service and are not seeking it.
• Incorrect service: the individual was enquiring about a completely different service from the one for which the lead was purchased.
• Duplicate enquiry: the same homeowner and project have already been supplied to the same buyer within the agreed duplicate period.

All requests are subject to review and reasonable supporting evidence.

3. Reasons not eligible for replacement

A lead will not normally qualify for replacement simply because:

• The homeowner does not answer calls or messages.
• The homeowner does not respond to follow-up attempts.
• The homeowner changes their mind after submitting a genuine enquiry.
• The homeowner decides not to proceed with the project.
• The contractor is unable to agree a price with the homeowner.
• The homeowner chooses another contractor.
• The project does not convert into a sale.
• The contractor considers the opportunity commercially unattractive despite it meeting the agreed qualification criteria.

Halo Lead Exchange supplies homeowner opportunities, not guaranteed appointments, quotations or installations.

4. How to request a replacement

Buyers must:

1. Contact Halo Lead Exchange within three calendar days of receiving the full lead details.
2. Provide the relevant lead reference.
3. Explain the reason for the replacement request.
4. Provide reasonable supporting information, such as call notes or confirmation from the homeowner.

Requests submitted outside the three-day period will not normally qualify.

5. Review and resolution

Halo Lead Exchange will review the request against the original enquiry, agreed qualification criteria and supporting evidence.

Where a replacement is approved, Halo will provide one comparable replacement opportunity per approved claim — matched in service, territory and agreed qualification criteria to the original lead — not an unlimited credit or cash refund.

Any alternative resolution will be considered only where appropriate under the applicable buyer agreement and consumer or business law.

6. Important conditions

• The three-calendar-day period (including weekends) begins when the buyer receives the full homeowner contact details.
• Buyers should review and report issues promptly.
• Replacement approval is based on the validity of the original enquiry, not the contractor’s eventual sales outcome.
• Industry-specific qualification criteria and agreed commercial terms remain relevant.
• This policy does not override any mandatory legal rights or separately agreed contractual provisions.

7. Scope

This policy applies to the Solar & Battery and Roofing verticals. Spray Foam Removal is covered by its own, separately approved Refund & Replacement Policy, which remains unchanged and in force.

8. Contact

For replacement requests, buyers should contact Halo Lead Exchange and include their buyer reference and lead reference.