Refund/Credit Policy
Payments currently operate in Stripe sandbox/test mode only. No real money is charged. The operator’s full legal identity and business contact address must be confirmed and published before paid public launch.
Lead access, not a guaranteed job
The purchase supplies customer enquiry/contact access and the opportunity to quote. It does not guarantee a response, appointment, exclusive access or inspection revenue. Current Stripe payments and refunds are sandbox tests only; no real money is charged or returned.
Prices and platform approval
Lead access prices vary by enquiry and the price will always be shown before purchase. Review the enquiry teaser and displayed price before buying. Provider approval is approval to access and use the LOLER Quote platform only. It does not constitute technical certification, accreditation, endorsement or a guarantee of competence, insurance or work quality. Customers and dutyholders remain responsible for satisfying themselves that the provider they appoint is competent for the specific examination or work required. LOLER Quote does not undertake the customer’s statutory dutyholder responsibilities.
When we will review a request
Contact us promptly if you believe a technical failure prevented purchased access, a payment was duplicated, an enquiry is demonstrably fictitious, or material contact/requirement information was invalid or substantially different from the teaser when you purchased. Provide the LQ enquiry reference, purchase reference, a description and relevant evidence. Do not send card details or passwords.
We investigate the purchase, access record and information available at the time. A remedy may involve fixing access, correcting information, a refund or an account credit, depending on the circumstances and your applicable rights. Making a request does not automatically approve a refund or credit. We will explain the outcome by email; you can ask for a review with further evidence.
When a refund is not normally due
- The customer does not reply, chooses another provider, changes its plans or does not appoint anyone after access was supplied.
- You do not win the work, dislike the eventual job value, or decide you cannot cover the requirement described in the teaser.
- Other eligible providers have bought the same enquiry. Access is non-exclusive.
- You change your mind after correctly supplied access.
These examples do not override a remedy legally due for a faulty, misdescribed or undelivered marketplace service, or other applicable statutory rights. There is no blanket exclusion of refunds in all circumstances.
Unpaid checkouts and confirmed refunds
An abandoned or cancelled checkout is not a refund of a completed purchase. Reserved promotional credit is released when the backend confirms that an unpaid checkout has been cancelled or expired; returning from checkout alone does not prove its status.
When a full purchase refund is approved and confirmed, the Stripe-paid portion is refunded through Stripe to the original payment method and the promotional portion is restored as promotional credit once. Bank/payment-provider processing can take additional time. A pending refund is not yet a completed refund. Promotional credit cannot be refunded as cash.
Refunded purchases remain in history and still count towards the enquiry’s three-provider limit because details may already have been disclosed. A refund cannot undo that disclosure. Keep using the information only for its permitted purpose.
Promotional credit
Introductory or manually granted promotional credit is a platform allowance with no cash value, not a cash deposit. Awards, uses and adjustments are recorded. Administrators may correct an erroneous award or revoke unused credit awarded through misuse, with the reason recorded; this does not automatically rewrite valid historical purchases. Any separately offered credit conditions must be clearly disclosed.
For enquiries, complaints, privacy requests or lead-access issues, email enquiries@lolerquote.co.uk. Include your enquiry or purchase reference where available; do not email passwords or card details.
Inspection fees, missed visits and inspection-quality disputes are matters under your separate contract with the inspection provider. Tell us about serious concerns involving platform misuse as well. See the Provider Terms.