Enquiry Refund Terms

In certain circumstances, you may be eligible for an enquiry refund in the form of  
credit. From Thursday 7 April, to claim a refund, please submit your refund request by following the instructions below. Note that each refund request will require its own submission. 

  1. Log into Unbiased Pro 
  2. From any tab on the Enquiries screen, find the enquiry you want refunded 
  3. Click on the enquiry to open the Enquiry Details screen 
  4. Scroll down the left-hand side to find the 'Request Refund' button 
  5. Click the 'Request Refund' button 
  6. Complete the form that opens (providing as much information as possible) 
  7. Click 'Submit' to submit your refund request 

After we have confirmed receipt of your claim, our team will work to investigate and 
verify the enquiry. If your claim is successful, we will endeavour to apply your credit within 5  
working days, but some refunds may take longer. You will be notified of the outcome of your request by email. 

Please be aware that any enquiry refund requests must be made within 10 days of accepting the enquiry. Refund requests that do not meet our criteria won’t be accepted.

All refunds will be given in the form of credits to your Unbiased account - refunds will not be made in cash. Credits can be used to redeem future Enquiry Fees on your account.

Request Refund Desktop Version

There are five reasons why you may be eligible for an enquiry refund, in line with our terms and conditions (section 4.3):

Duplicate enquiry

You may be able to claim a credit refund if you’ve accepted and paid for a duplicate enquiry submitted by the same consumer. To claim a refund, please provide written proof of the enquiries, with all details of the enquirer, to our customer service team. Please note that we will seek to reimburse the duplicate enquiry purchased, not the original enquiry, and that while Unbiased has technical measures in place to prevent this issue from occurring, we may not be successful every time. 

Enquiry with invalid phone number and email address

If the enquirer’s phone number fails, and the email address is also invalid, you may be able to claim a refund. To claim a refund, please provide a description of what happened, and a copy of the bounced email message in your correspondence.

Enquiry from an existing client

If you’ve accepted an enquiry from an existing client, you may be able to claim a refund. To do so, you’ll need to provide written proof of your existing relationship between you and the enquirer.

Non-genuine enquiry

You may be able to claim a refund if the enquiry can be seen to be spam, a test, or from a fake client. To claim a refund, please provide a brief explanation of why you believe this to be the case.

Debt advice

You may be able to claim a refund if the enquirer is simply seeking debt advice. To claim a refund, please provide a brief explanation of why you believe this to be the case.


We do not process refunds for:
  1. enquiries that are submitted outside the 10 day window.
  2. enquiries that do not lead to successful conversion immediately or long-term.
  3. enquiries once a meeting has been scheduled.
  4. enquiries that have been accepted by mistake or by accident by the Adviser.
  5. enquiries where Unbiased has been able to verify correct contact details for the enquirer.
  6. enquiries where an enquirer has decided they no longer require the Adviser's service after the initial contact, (i.e. after the first call).
  7. enquiries where the information supplied by the enquirer clearly states an area the Adviser is not qualified to advise on but the Adviser has still accepted.
  8. enquiries where the enquirer is still researching and or shopping around and are uncertain of their next steps (i.e. still potential for conversion).

If you haven’t been able to establish an initial call or email contact with a purchased lead, please click here for more information.