Refund & Lead Return Policy

This policy governs refunds and lead returns for contractors using the ROI Whales platform, operated by Renaissance Enterprise Ltd (Companies House No. 15196090). This policy forms part of your service agreement. By purchasing a package, you agree to these terms.

We distinguish between two types of requests: Refunds (return of funds for unused leads) and Replacement Credits (a fresh lead in place of an unusable one). These are separate processes.

You may cancel your slot and request a refund at any time. Your refund is calculated on a prorated basis, proportional to the number of unused leads remaining in your package at the time of the request, less any non-refundable fees.

Refunds are processed to your original payment method within 5 to 10 business days of approval.

The following are not refundable under any circumstances:

• One-time setup fees applicable to entry-level packages
• Payment processing fees charged by our payment provider, which are deducted from any refund amount
• Replacement credits — these have no cash value
• Bonus leads included in certain package tiers — these have no cash value and are forfeited on slot closure
• Leads already delivered to your account, regardless of outcome

A replacement credit entitles you to a fresh, exclusive lead in place of a delivered lead that is demonstrably unusable.

Valid grounds for a replacement request

• The phone number is disconnected, out of service, or demonstrably invalid
• The service address falls outside your designated coverage area due to a platform routing error
• The lead is a duplicate of a contact previously delivered to you in the same niche
• The submission is clearly fraudulent or bot-generated

Replacements will not be approved for

• The homeowner did not answer calls or respond to messages
• The homeowner declined to proceed after contact
• The homeowner chose a competitor
• The lead did not result in a booking or revenue
• Dissatisfaction with the homeowner’s budget, scope, or circumstances

How to request a replacement

Flag the lead within 48 hours of delivery through your account portal. Select the relevant lead and submit a replacement request with the applicable reason. Requests submitted after 48 hours will not be accepted.

Approved replacements are fulfilled with the next available exclusive lead in your area at no charge to your paid balance.

Where the platform terminates your slot due to material breach — including fraud, misuse of lead data, chargeback abuse, or repeated violations of applicable law — any refund is at the platform’s sole discretion and may be withheld in full in cases of serious breach.

Initiating a chargeback with your card issuer or bank constitutes a breach of these Terms and will result in your account being suspended immediately. We will contest all chargebacks using your signed service agreement, lead delivery records, and payment documentation.

We strongly encourage you to contact us before initiating any chargeback. Most disputes can be resolved faster and more fairly through direct communication.

While your account is suspended, it is read-only. You may view your existing leads and account history but may not purchase packages, request replacements, or take any commercial action until the dispute is resolved.

Email support@roiwhales.com with the subject line “Refund Request” and include your account email address and the service area(s) you are exiting. We will confirm your remaining balance and process the refund within 5 business days of confirmation.

ROI Whales (a trading name of Renaissance Enterprise Ltd)
128 City Road, London, EC1V 2NX
Email: support@roiwhales.com
Response time: within 2 business days

Operated by Renaissance Enterprise Ltd · Companies House No. 15196090 · Effective 19 May 2026