Refund Policy

All enquiry refund requests submitted from 2nd January will be subject to our updated refund policy. These changes reflect the improvements we have made to ensure enquiries are validated and verified before submission.

A summary of our policy changes (from 2nd January 2024): 

  1. Refund Eligibility: We have extended the period of time that an enquiry refund can be submitted within the ProApp, from 10 calendar days to 10 business days. This will ensure you’re not caught out by weekends and bank holidays.  Note that any refund request submitted in this time will only be granted in legitimate cases meeting specific criteria outlined in the policy. 
  2. Evidence Requirement: In some cases, we may request that you provide written correspondence (email, SMS, letter, etc) from the lead to authorise a refund, see terms for more details (4.3d. iv, v, vi, vii) 
  3. No-Response: Our leads now undergo validation of contact details and verification of intent and, as a result, no refunds will be considered or issued in cases where the Consumer has not responded to your contact attempts or is deemed 'non-responsive'. 
  4. Non-Refundable Cases: We know that our welcome message is key to increasing your chances of conversion with a customer. Including the meeting booking link enables them to secure that first meeting immediately. Therefore, any refund requests that were not proceeded by your auto-welcome messages will no longer be refundable. In addition, late submissions, or enquiries that do not lead to immediate or long-term conversion, are non-refundable, see terms 4.4 for more details. 
  5. Refund Outcome: The conclusion of Unbiased’s refund investigations is final and cannot be overruled on appeal, even in the case of additional evidence. 

For full terms and conditions applicable from 2nd January click here

For information on subscription credits, please click here

For an immediate further breakdown of the refund policy, please see below.

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In line with our terms and conditions (section 4.3d), there are seven reasons why you may be eligible for an enquiry refund:

  1. Duplicate Enquiry: the Enquiry is from a User who you can demonstrate through documentary evidence has already contacted you via the Unbiased Service with the same name, contact details and the same Enquiry (and for which you can demonstrate you have already paid an Enquiry Fee);  
  2. Enquiry with an invalid phone number and email address: if both the phone number fails and the email address is also invalid;  
  3. Spam enquiry: where it can be reasonably concluded from the message that the enquiry is spam (e.g., Mickey Mouse);  
  4. The User confirms in writing that the enquiry was made by mistake, or on behalf of another person without the latter’s consent;  
  5. The User confirms in writing that they no longer require the service and withdraw their consent for contact within 10 business days after purchase; 
  6. The User requests a GDPR erasure within 10 business days of enquiry submission; 
  7. Debt advice: the User is exclusively seeking debt advice and there is written evidence to support this.

In line with our terms and conditions (section 4.3e), Unbiased will not issue refunds including, but not limited to, the following circumstances:  
  1. If a firm does not have the auto-welcome message active on their profile prior to the enquiry purchase (excluding Enterprise subscriptions);  
  2. Enquiries that are submitted or requested via the ProApp after purchase outside the 10-business day window;  
  3. Enquiries that do not lead to successful conversion immediately or long-term (including where the User responds by phone/email/ProApp chat/SMS/WhatsApp and requests to be contacted at a later time or date);  
  4. Enquiries where the User has not been contactable, or responsive to your contact attempts however Unbiased has been able to verify contact details for the User;  
  5. Enquiries once a meeting has been scheduled by the firm or the User, or where the User misses an appointment or decides not to continue after your initial outreach efforts;  
  6. Enquiries that have been accepted unintentionally, by mistake or by accident by the Adviser;  
  7. Enquiries where the information supplied by the User clearly states an area the Adviser is not qualified to advise on, but the Adviser has still accepted;  
  8. Enquiries where the User is still researching and or shopping around and are uncertain of their next steps (i.e., still potential for conversion);  
  9. Enquiries (without documentary evidence) where it transpires that the User’s wealth level and assets are lower or inconsistent with that originally declared, or where it later transpires that the User has adverse credit, convictions, etc.;   
  10. Enquiries where the User presents as an “insistent client”, or has misaligned objectives or expectations around fee paying, or the Adviser or firm’s services, reputation, qualifications, independent or restricted status;  
  11. Enquiries where the User states or infers that they do not reside on UK mainland or are not a UK-resident (i.e., expat) within their enquiry;  
  12. Enquiries where the User is, or has been, an existing client of your business;  
Enquiries where, in its sole discretion, Unbiased assesses that insufficient or non-relevant supporting documentary evidence has been uploaded (e.g., a blank JPEG file, or a screengrab of your database that does not display full email correspondence and phone records).  
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Marketplace Enquiry Refunds 

Enquiries purchased via Marketplace are subject to a separate enquiry refund policy and can only be refunded in the form of credits to your Unbiased account in the event of a:  
  1. Spam enquiry: where it can be reasonably concluded from the message that the Enquiry is spam (e.g., Mickey Mouse);  
  2. Duplicate Enquiry: the Enquiry is from a User who you can demonstrate through documentary evidence has already contacted you via the Unbiased Service with the same name, contact details and the same Enquiry (and for which you can demonstrate you have already paid an Enquiry Fee);   

Marketplace enquiry refund requests must be made within 10 business days of purchase via the ProApp. Enquiry refunds will only be provided in legitimate cases (with evidence as required by Unbiased in its absolute discretion) and that meet the predefined criteria herein. The outcome of Unbiased’s refund investigations is final and cannot be overruled on appeal, even in the case of additional or supplementary evidence.

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Note that each refund request requires its own submission (see here for details on how to submit a 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 investigaton times 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 business days of accepting the enquiry, and refund requests that do not meet our criteria won’t be accepted.

This 10 business day criteria comes into effect the day after you have accepted and purchased the enquiry.

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.

Note that the outcome from Customer Support (upon completion of the investigation process) is final and will not be overridden.

For support with your account or enquiries, please contact your Account Manager by email: pro@unbiased.co.uk or call 0121 285 6986 during office hours.