Professional Lead Purchase & Refund Policy

Customers submit service requests to BearBridge free of charge — customers are never charged by BearBridge for submitting a request. Professionals fund a BearBridge wallet and may use wallet funds to purchase access to matched leads. This Refund Policy applies to professionals who purchase lead access; it does not apply to customers, who are never charged.

Once a professional purchases access to a lead, that lead's full contact details are unlocked for that professional. Purchasing access to a lead requires that the professional's account has been reviewed and approved by BearBridge; professionals whose accounts are pending review or have not been approved cannot purchase leads.

Purchasing access to a lead is a purchase of contact information and request details only. It is not a guarantee of any outcome. Specifically:

• Purchasing a lead does not guarantee that the customer will respond to outreach, engage with the professional, hire the professional, or ultimately purchase any services.
• BearBridge does not guarantee that a professional will win work, secure an engagement, or generate revenue from any lead purchased through the Platform.
• BearBridge is not responsible for a customer's decision not to respond, not to hire, or to hire a different professional.

The eligibility criteria in Sections 4 and 5 below govern when a refund may be available — a lead not resulting in hired work is, on its own, not a basis for a refund unless it also falls within one of the eligible reasons in Section 4.

A professional may request a refund for a purchased lead within 7 days of the purchase date. Refund requests must be submitted through the Platform, must select one of the eligible reasons listed below, and must include a written description of the issue.

Each lead purchase may have only one refund request submitted against it.

A refund request may be approved if the lead falls into one of the following categories:

• the contact information provided was invalid (for example, a disconnected phone number or non-working email);
• the customer denies having submitted the request;
• the lead is a duplicate of another lead already purchased;
• the customer cancelled their request before the professional's purchase;
• the lead was for the wrong service category due to a platform error;
• the lead was for the wrong geographic location due to a platform error;
• the lead shows evidence of spam or fraud; or
• another platform error not covered above.

Selecting an eligible refund reason does not automatically entitle a professional to a refund. BearBridge may review the circumstances of the request and the information reasonably available to determine whether the refund criteria have been satisfied.

Professionals must provide accurate and truthful information when submitting a refund request. Selecting a false or misleading refund reason, providing materially false information, or repeatedly misusing the refund process may result in account review and, where appropriate, restrictions on the professional's use of the Platform.

Refunds are not available where the lead itself was valid and accurately matched. This includes situations where: the customer did not respond to outreach; the customer hired a different professional; the customer changed their mind about proceeding; the professional was not selected after bidding or discussion; the professional disagrees with the price charged; or the professional changed their mind about pursuing the lead. Consistent with Section 2 above, a lead not resulting in hired work is not, by itself, grounds for a refund.

BearBridge will review refund requests based on the reason selected, the information provided by the professional, information associated with the service request and lead purchase, and any other information reasonably available to BearBridge.

BearBridge may approve or deny a refund request in accordance with this Policy. The decision and an explanation may be recorded as part of BearBridge's administrative records.

If a professional's refund request is approved, an amount equal to the amount originally deducted from the professional's BearBridge wallet for that lead will be credited back to the professional's BearBridge wallet.

Approved lead refunds are issued as BearBridge wallet credit. They are not automatically returned to the credit card, bank account, or other payment method originally used to fund the wallet.

Nothing in this Policy creates a right to withdraw or redeem BearBridge wallet credit for cash except where BearBridge expressly provides such functionality or where required by applicable law.

Approval of a refund does not technically reverse or erase contact information that was already disclosed to the professional when the lead was purchased.

A refund does not, however, give the professional a continuing right to contact a customer where the customer has withdrawn or cancelled the request, denied submitting the request, requested that communications stop, or where continued contact would otherwise be inappropriate or contrary to applicable law.

Professionals must respect customer communication preferences and applicable privacy, electronic communications, anti-spam, and other legal requirements.

We may update this policy from time to time. The policy in effect at the time of a lead purchase governs that purchase's eligibility for a refund.

Fiscal Financial Inc.
Email: support@bearbridge.ca