Refund Policy

Refund Policy

Last updated: August 2026

This policy applies to lead purchases made through the Captivise marketplace by registered service providers.

1. What We Sell

Captivise sells customer enquiries (“leads”) to service providers. Each lead contains contact details and project information submitted by a customer actively seeking quotes in a specific sector. Leads are digital products delivered immediately on purchase.

2. Our Refund Commitment

We offer refunds on leads that genuinely do not meet the criteria stated at the time of purchase. Specifically, you may request a refund if:

  • The contact details are invalid (wrong number, undeliverable email) and we cannot supply working alternatives within 48 hours.
  • The enquiry falls clearly outside the sector or geography you purchased for.
  • The customer has already been contacted by another provider who purchased the same lead as exclusive.
  • The lead is a duplicate of one you purchased from us within the previous 30 days.

3. How to Request a Refund

Refund requests must be submitted within 7 days of purchase via your account dashboard under My Purchased Leads > Lead Returns. Please include the lead ID and the reason for the request. We review all requests within 2 working days and aim to resolve within 5.

4. What Is Not Refundable

  • Leads where the customer has since changed their mind but was reachable at the time of purchase.
  • Leads where you failed to make contact but the details were valid.
  • Leads where the project value is lower than expected — our grades and scores are indicative, not guaranteed.
  • Credit bundle purchases — credits are non-refundable once issued to your balance.

5. Consumer Rights

Under the Consumer Contracts Regulations 2013, digital content that has been supplied and accessed (i.e. where you have viewed the full lead details) is exempt from the standard 14-day cooling-off period. Our refund policy above applies instead.

6. Contact

Refund disputes not resolved through the in-app process: support@captivise.com. Captivise Ltd, Piccadilly Business Centre, Unit C Aldow Enterprise Park, Manchester, M12 6AE.