Refund Policy
WeFindFirst is a credit-based platform that allows cleaning professionals and businesses to purchase credits to unlock end-of-tenancy cleaning enquiries.This Refund Policy explains when refunds or credit adjustments may be available, how to request them, and the circumstances in which refunds will not be provided.
1. Overview
WeFindFirst aims to provide genuine end-of-tenancy cleaning enquiries to registered cleaning professionals and businesses.
Purchasing credits or unlocking a lead does not guarantee that a customer will respond, accept a quotation or book your services. Refunds and credit adjustments are only available in the circumstances outlined in this policy, subject to your statutory rights.
2. Credit Packages
WeFindFirst offers prepaid credit packages that allow registered cleaners to unlock cleaning enquiries. The price and number of credits included in each package are clearly displayed before purchase.
Once credits have been purchased, refunds are not normally provided for a change of mind or unused credits. However, refund requests may be considered where there has been a payment error or where required by applicable law.
3. Unlocked Leads
Once a cleaner uses credits to unlock a lead, the customer's contact details become available. Each lead can be unlocked by a maximum of three cleaners.
Credits will not normally be refunded if a customer does not respond, chooses another cleaner, cancels their enquiry or decides not to proceed. However, refunds may be considered if a lead is fraudulent, contains significantly incorrect information or cannot be accessed due to a technical error.
4. Requesting a Refund
If you believe a lead is invalid or there has been an issue with your credits, you must contact WeFindFirst within 7 days of unlocking the lead or experiencing the issue.
Please email hello@wefindfirst.co.uk with your account details, the relevant lead information and an explanation of the problem. Supporting evidence may be requested, and all refund requests will be reviewed individually.
5. Processing & Review
All refund requests will be reviewed individually. WeFindFirst may request additional information or evidence to investigate the issue before making a decision.
Where a refund is approved, credits will normally be returned to your WeFindFirst account. Where a monetary refund is required by applicable law, it will be processed through the original payment method.
6. Contact Information
If you have any questions about this Refund Policy or wish to request a refund, please contact us at:Email: hello@wefindfirst.co.uk
Please include your registered email address and any relevant lead or payment details so our team can assist you.
7. Refund Decisions & Our Rights
WeFindFirst reserves the right to investigate refund requests and decline requests that do not meet the conditions outlined in this policy.
Refunds will not normally be provided where a customer does not respond, chooses another cleaner, cancels their enquiry or decides not to proceed with a booking.
WeFindFirst may refuse requests where there is evidence of misuse, fraudulent claims or repeated attempts to obtain unjustified refunds.
We reserve the right to request supporting evidence before approving any refund or credit adjustment. All decisions will be made fairly and in accordance with applicable UK law.
Nothing in this policy affects any statutory rights that cannot legally be excluded.