Refund Policy

Effective Date: March 2026 | Applies to: Service Pros

ℹ️ Refund Policy is for Service Pros Only

Service Scout is free for customers. This Refund Policy applies exclusively to Service Pros who are charged lead fees when customers contact them through the platform.

Overview

When a customer contacts you through Service Scout, a lead fee of $15 is charged to your saved payment method. We stand behind the quality of our leads. If you receive a lead that meets our refund criteria, we'll make it right — either as an account credit or, in some cases, a cash refund.

Eligible for Refund or Credit

We issue refunds or account credits for the following situations:

Invalid contact information — The customer's phone number or email was fake, disconnected, or otherwise unreachable despite reasonable attempts
Outside your service area (platform error) — You were matched with a customer significantly outside your stated service area due to a platform error (not because your settings were misconfigured)
Duplicate charge — You were charged more than once for the same customer lead
Spam or fake request — The customer's request was submitted with fraudulent or nonsensical information and was not a genuine service request
Technical error — A verified platform malfunction caused an incorrect or unintended charge

Not Eligible for Refund

The following situations do not qualify for refunds, consistent with standard lead marketplace practices (similar to Thumbtack, Angi, and HomeAdvisor):

The customer did not respond to your message
The customer hired a different pro
You did not win the job for competitive reasons
The job scope or budget was different than expected
You changed your mind about the service category or area after receiving the lead
General dissatisfaction with lead quality without a specific qualifying reason

How Refunds Are Issued

Situation	Refund Type	Timeline
Standard eligible refund	Account credit (applied to future leads)	Within 1 business day of approval
Verified platform error	Account credit or original payment method	Within 3 business days
Refund over $50	Cash refund to original payment method may be issued at our discretion	Within 5–7 business days

How Account Credits Work

Account credits are automatically applied before your card is charged on future leads. If you have $15 in credit and receive a $15 lead, your card is not charged. Credits:

Never expire while your account is active
Are applied automatically — no action needed
Are visible in the app under Settings → Billing → Account Credit
Are forfeited upon permanent account deletion

How to Request a Refund

Option 1 — In the app (fastest):

Go to Settings → Billing
Find the charge you want to dispute
Tap "Request Refund"
Describe the issue and submit

Option 2 — By email:

Email support@servicescout.app
Include your account email or phone number
Include the approximate date and the customer's service category
Describe why the lead was invalid

Deadline: Refund requests must be submitted within 7 days of the lead delivery date. We cannot process requests for leads older than 7 days.

Response Time

We review all refund requests within 1–2 business days. You'll receive a notification in the app and/or email when your request is approved or denied. If denied, we'll explain why.

Disputes

If you believe your refund request was incorrectly denied, you may escalate by replying to the denial notification or emailing support@servicescout.app with additional information. We're committed to resolving disputes fairly.

For disputes not resolved through our support process, please refer to the Dispute Resolution section of our Terms of Service.

Contact Us

Questions about this policy? Contact us at support@servicescout.app.

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