Credit & Refund Policy

This policy describes when calls, leads, and appointments delivered by Ring on Demand are eligible for credit or replacement. Specific terms in your signed IO control where they conflict with this page.

Pay Per Call credits

A call is eligible for credit when it meets one or more of the following conditions:

• Call duration is shorter than the billable threshold set in your IO (typically 90–120 seconds).
• Caller is outside your contracted geography, age range, or buyer criteria.
• Duplicate call from the same caller within the dedupe window set in your IO.
• Misdialed call, wrong number, hang-up before connection, or test call.
• Caller is on a federal or state Do Not Call list and was contacted without valid consent.

Pay Per Lead credits

A lead is eligible for credit when:

• The contact information is invalid (bad phone, undeliverable email).
• The lead is a duplicate within the dedupe window set in your IO.
• The lead does not meet contracted demographic, geographic, or qualification criteria.
• The consumer reports they did not request to be contacted and consent cannot be verified.

Pay Per Appointment credits

An appointment is eligible for credit when:

• The consumer does not show within the show window defined in your IO.
• The appointment was scheduled with a consumer outside contracted criteria.
• The same consumer was booked twice within the dedupe window.

How to submit a credit request

Window

Credit requests must be submitted within the dispute window set in your IO (typically 5 business days from delivery for calls and leads, and 10 business days for appointments).

Required information

• Lead ID or call ID (returned in the delivery payload).
• Date and time of delivery.
• Reason for the dispute and any supporting context, including disposition codes, recordings, or screenshots.

Where to submit

Email your assigned account manager or credits@ringondemand.com. We review and respond to each request within 3 business days.

How credits are applied

Approved credits are applied to your next invoice. Where no future invoice is expected, eligible amounts may be refunded to the original payment method, less any processing fees.

What is not eligible

• Calls or leads that meet contracted criteria but did not result in a sale.
• Disputes submitted outside the IO dispute window.
• Disputes based on internal sales-process or staffing issues.