Lead Credit Policy

At Towsty, our goal is to provide high-quality, genuine customer enquiries that help you grow your business. We aim to build a trusted, long-term partnership with our installers, where leads are valuable and the platform is fair and transparent for everyone.

However, we recognise that on occasion things can go wrong. If you are not satisfied with a lead you have purchased and believe it meets the criteria outlined in this policy, you can request a credit via the Billing page in the Towsty Partner Programme portal.

All leads are deemed delivered and billable at the point of purchase and by claiming a lead you confirm your intention to purchase and engage that customer.

Where a lead meets the criteria outlined in this policy, a credit will be applied to your account, which will be used against future lead purchases before any card payment is taken. Credits are automatically applied before any further charges are taken. Towsty does not provide cash refunds for lead purchases.

All credit requests are subject to review and approval at Towsty’s sole discretion and must meet the eligibility criteria and evidence requirements set out below.

How Towsty verifies leads

Towsty takes steps to ensure that leads are genuine and submitted by real customers. All leads are generated through Towsty’s platform, where the customer:

• completes a structured enquiry journey;
• provides their contact details directly;
• confirms their interest in the relevant service; and
• asks to be connected with MCS-certified installers.

We also apply automated checks to identify duplicate, incomplete, or potentially fraudulent submissions.

While these measures are designed to maintain lead quality, Towsty does not guarantee the accuracy of leads, conversion outcomes or customer responsiveness.

Credit eligibility criteria

Credits may be issued where clear evidence is provided for:

1. Invalid contact data

• Phone number is disconnected and email address bounces.
• Note: A lack of response does not mean the contact details were invalid.

1. Duplicate lead

• You received the same customer details from Towsty within the last three months.

1. Invalid or unauthorised enquiry

• The lead was submitted without the customer’s consent or knowledge
• The customer is not authorised to proceed (e.g. tenant without permission, under 18, or otherwise unable to approve installation)

1. The property is unsuitable

• The home lacks the space, indoors or outdoors, for an ASHP unit and cylinder.

1. Accidental purchases

• We recognise that you may mistakenly purchase a lead on occasion.
• We will only return credits for accidental purchases where the request is made promptly, it is an isolated incident and your account is in good standing

Credits will not be issued for

• No response from the customer (calls, texts, emails unanswered)
• Customer declines your survey, quote or chooses another installer
• Pricing, availability, or commercial disagreement
• Delays in contacting the lead
• Leads you have already progressed significantly (e.g. survey booked / completed)
• Leads where the customer has since asked us to erase their personal data under UK GDPR

To assess your request, you may be required to provide

• Evidence of reasonable attempts to contact the customer using the details provided
  • Call logs / screenshots showing attempted contact
  • Email bounce notifications
• Notes demonstrating why the lead is invalid
• Any other relevant supporting documentation

Failure to provide sufficient evidence may result in rejection.

Other information

• Credit requests must be submitted within 30 days of lead purchase. Requests submitted after this period will not be considered.
• Unless otherwise agreed in writing, credits will expire 90 days from the date of issue.
• Credit requests are monitored for patterns of misuse. Excessive or unjustified claims may result in account review or suspension.
• All credit decisions are final.
• Towsty reserves the right to interpret and apply this policy at its sole discretion.
• A valid purchase of a Towsty lead is a completed sale. If a homeowner later asks us to erase their personal data under UK GDPR, that does not entitle you to a refund or a credit for that lead. We do not offer refunds.
• Any credit we issue in those circumstances is discretionary, is an account credit only (not cash), and is recorded against the erasure case. You cannot request credit in the installer portal for a lead that has been erased.
• If you believe an exception applies, contact Towsty support and quote the Surecloud reference from any erasure notice we sent you.