Lead & Appointment Credit Policy

2.Two Different Products

3.What Generally Qualifies as a OneVia Lead

Unless otherwise defined in the applicable Order, a OneVia Lead should generally:

• Represent a real prospective customer or business inquiry
• Include reasonably valid contact information
• Request a service covered by the customer's selected OneVia category
• Fall within the agreed territory
• Meet the applicable basic qualification criteria
• Not be a disqualifying duplicate under the applicable duplicate rule
• Not be obvious spam or fraudulent activity

Additional qualification criteria may be configured by industry, such as:

• Project type
• Property type
• Homeownership
• Commercial versus residential
• Approximate project size
• Timeline
• Minimum project value
• Other agreed qualification criteria

Only criteria documented in the applicable Order, Market Agreement, or OneVia configuration are used to determine credit eligibility.

4.OneVia Lead — Creditable Conditions

A OneVia Lead may qualify for credit when OneVia determines that one of the following materially applies.

A. Invalid contact information

• Disconnected telephone number
• Telephone number does not belong to the submitted person
• Invalid email where email is material to the opportunity
• Clearly fabricated contact information

A lead is not automatically invalid merely because the prospect does not answer.

B. Wrong service

The prospect clearly requested a service outside the service category included in the customer's OneVia Order. Example: a Residential Concrete customer receives a consumer seeking only asphalt paving when asphalt paving is not included in that customer's active categories.

C. Outside agreed territory

The actual requested service location falls outside the customer's agreed OneVia territory. Territory may be defined by ZIP code, radius, city, county, metropolitan area, or a custom service area.

D. Duplicate lead

A lead may qualify as a duplicate if the same prospect and substantially the same service request were previously delivered by OneVia to the same participating business within the configured duplicate period.

E. Spam or fraud

• Bot submission
• Intentionally fabricated inquiry
• Fake identity
• Clearly malicious submission
• Vendor solicitation submitted as a consumer request
• Test submission accidentally delivered as a real opportunity

F. Material qualification failure

Where OneVia and the contractor expressly agreed to specific qualifying criteria and the lead materially fails those criteria. Example: agreed criteria require a homeowner, but the verified prospect is a renter without authority to approve the project. Example: agreed minimum project size is $10,000 and the submitted project is clearly below that threshold.

Qualification criteria must have been agreed before the lead was delivered. Contractors may not retroactively create qualification criteria in order to request credits.

5.OneVia Lead — Generally Not Creditable

A valid OneVia Lead should generally not qualify for credit solely because:

• The prospect did not answer
• The prospect stopped responding
• The prospect changed their mind
• The prospect delayed the project
• The prospect canceled the project
• The prospect independently contacted other contractors
• The prospect wanted multiple estimates
• The prospect rejected the contractor's price
• The contractor was too expensive
• The contractor was unavailable
• The contractor responded slowly
• The contractor failed to follow up
• The contractor could not reach the consumer after reasonable attempts
• The prospect selected a competitor
• The prospect did not like the contractor
• The contractor did not like the prospect
• The contractor did not close the sale
• The project's scope changed after submission
• The prospect decided to complete the work themselves
• The prospect had a valid inquiry but did not move forward

A lead is an opportunity. It is not a guaranteed customer.

6.Contactability

Contactability and lead validity are different concepts.

A consumer who submits valid information but does not subsequently answer the contractor is not automatically an invalid lead.

However, where OneVia has represented a product as contacted, verified, or qualified by conversation, the specific qualification standard associated with that product controls. OneVia does not apply a lower standard than what it explicitly sold.

7.Contractor Response Responsibility

Contractors should contact OneVia Leads as quickly as reasonably possible. Lead value may decline substantially with delayed response.

OneVia may review the following when evaluating a dispute:

• CRM timestamps
• Call attempts
• SMS attempts
• Email attempts
• Lead delivery time
• Contractor response time

Failure to promptly work a valid opportunity may be a factor in denying a credit request where the claimed issue could reasonably result from delayed contact. OneVia does not require excessive proof for clearly invalid leads.

8.What Generally Qualifies as a OneVia Appointment

Unless otherwise specified in an applicable Order, a OneVia Appointment generally means:

• A qualifying prospect
• Seeking the applicable service
• Within the agreed service territory
• Who has agreed to an appointment or estimate
• At an agreed date and time
• Placed into or otherwise delivered to the contractor's approved scheduling system

An Appointment is considered booked when the applicable scheduling requirements have been completed. A booked appointment does not automatically guarantee attendance or a sale.

9.OneVia Appointment — Creditable Conditions

A OneVia Appointment may qualify for credit when OneVia determines that one of the following materially applies.

A. Invalid contact information

Same basic standards as OneVia Leads.

B. Wrong service

The booked prospect does not actually seek a service included in the contractor's agreed OneVia categories.

C. Outside territory

The service location materially falls outside the agreed territory.

D. Duplicate appointment

The prospect and the same service opportunity were already delivered or booked by OneVia for the same contractor within the applicable duplicate period, unless the contractor specifically requested another appointment.

E. Fraud or spam

The underlying inquiry is fraudulent, fake, bot-generated, or otherwise not a bona fide opportunity.

F. Material qualification failure

The appointment materially fails documented qualification criteria that were part of the applicable Order before booking.

G. OneVia booking error

• OneVia books outside approved calendar availability
• OneVia schedules the wrong date or time
• OneVia knowingly schedules outside the contractor's service territory
• OneVia materially misrepresents agreed appointment details

10.Appointment Cancellations

A customer canceling an otherwise valid booked appointment does not automatically make the appointment invalid. OneVia may offer replacement credits based on the timing of the cancellation, whether OneVia successfully reschedules, the reason for cancellation, the applicable Appointment package, and specific Order terms.

11.Appointment No-Shows

A no-show is different from an invalid appointment. A valid consumer may agree to an appointment and later fail to attend, so OneVia does not promise a credit for every no-show.

12.Reschedules

Example: an appointment originally set for Monday at 3 PM that the customer moves to Thursday at 5 PM remains one opportunity. The contractor is not charged twice merely because the same appointment was rescheduled.

13.Contractor-Caused Appointment Issues

Appointments generally do not qualify for credit when the failure results primarily from the participating business:

• Contractor fails to show
• Contractor cancels
• Contractor is unavailable despite calendar showing availability
• Contractor changes service territory after booking
• Contractor declines the project after valid booking
• Contractor does not confirm the appointment
• Contractor changes pricing or minimum requirements after booking
• Contractor fails to maintain calendar availability

14.Consumer Decision After the Appointment

The following do not automatically qualify an Appointment for credit:

• Prospect does not purchase
• Prospect rejects the estimate
• Prospect says the price is too high
• Prospect gets competing estimates
• Prospect changes project scope
• Prospect delays the project
• Prospect chooses another contractor
• Prospect decides not to proceed

OneVia Appointments are booked sales opportunities, not guaranteed sales.

15.Credit Request Window

Credit requests must be submitted within the applicable period above unless the contractor's Order states otherwise.

16.How to Request a Credit

17.Credit Review Process

OneVia may review relevant information when evaluating a credit request, including:

• Lead submission
• Qualification data
• Phone records
• Call recordings where lawfully available
• SMS history
• Email history
• Calendar records
• CRM timestamps
• Territory configuration
• Customer qualification criteria
• Duplicate records
• Contractor contact attempts
• Other relevant fulfillment records

The purpose of the review is to determine whether the opportunity materially met the applicable OneVia criteria.

18.Approved Credits

Example: a contractor purchases 25 Residential Concrete opportunities and one receives an approved credit. OneVia then delivers one additional qualifying Residential Concrete opportunity.

Credits are tracked as:

• Credit approved
• Replacement owed
• Replacement delivered

19.Cash Refunds

Lead and Appointment credits are generally replacement credits. Cash refunds are issued only when:

• Required by law
• Required under the applicable Order
• Approved by OneVia
• Fulfillment cannot reasonably be completed and no alternative remedy is available
• Other written contractual terms require a refund

An approved credit does not automatically create a cash refund.

20.Credit Balances

Approved credits remain associated with the applicable:

• Contractor
• Industry
• Market
• Delivery type
• Package

A Residential Concrete Lead credit is generally replaced with a Residential Concrete Lead, not automatically converted into a different industry or delivery type. OneVia may approve a transfer where appropriate.

21.Abuse of the Credit Policy

OneVia may investigate patterns of credit requests that appear fraudulent, manipulative, or inconsistent with actual lead performance, including:

• Falsifying contact attempts
• Misrepresenting consumer statements
• Requesting credits for leads that became customers
• Repeatedly requesting credits because prospects rejected pricing
• Attempting to avoid payment for valid opportunities
• Coordinated manipulation of credit rules

OneVia may deny fraudulent or abusive requests and may suspend service for material abuse. Contractors are not penalized for legitimately using this policy.

22.Disputed Credit Decisions

If a contractor believes a credit request was incorrectly denied, the contractor may request a review and submit additional relevant information. Credit requests move through the following statuses:

• Submitted
• Under review
• Approved
• Denied
• More information needed
• Appeal requested
• Final review complete

Review is not an unlimited appeals process; once final review is complete, the decision stands.

23.Credit Policy by Industry

OneVia maintains industry-specific qualification criteria. Each industry may have different valid qualification rules, and credit eligibility is judged against the criteria documented for the contractor's industry and Order.

24.Premium Qualification Criteria

OneVia may offer opportunities sold against more stringent criteria, such as:

• Minimum project value
• Homeowner verified
• Decision maker verified
• Timeline verified
• Budget range verified
• Financing interest
• Commercial square footage
• Project size
• Replacement vs. repair

Where premium qualification is included in a customer's Order, failure to meet that expressly agreed criterion may create credit eligibility. Premium criteria are not applied to standard opportunities unless sold as part of the package.

25.Duplicates, Multiple Properties, and Multiple Services

The same person is not automatically a duplicate when they submit a materially different project. A consumer who requested a concrete patio and later requests an epoxy garage floor may represent separate opportunities. Duplicate determination considers the person, property, service, project, and time period.

The same customer requesting services for different properties may represent multiple legitimate opportunities. An investor with three rental properties requiring separate projects is not automatically a duplicate.

One consumer may also generate opportunities across more than one active contractor category — for example an HVAC replacement and an electrical panel upgrade — which may be separate valid opportunities when appropriately qualified.

26.Market and Territory Errors

Territory eligibility is evaluated using the actual project location rather than merely the prospect's current mailing location. Where territory boundaries are unclear, OneVia uses the agreed Market Agreement configuration.

27.Quality Feedback vs. Credit Request

Contractors have two separate actions available: report quality feedback, and request a credit. Not every quality concern needs to become a credit dispute, and feedback can be submitted even when the opportunity remains valid.

Quality feedback helps OneVia improve:

• Ads
• Targeting
• Qualification
• Messaging
• Market performance
• Consumer experience

28.Contractor Performance Feedback

OneVia tracks performance data to improve results on both sides:

• Lead response time
• Contact rate
• Appointment rate
• Show rate
• Estimate rate
• Close rate
• Revenue
• Credit request rate
• Approved credit rate

This Credit Policy is not a substitute for performance coaching, and performance data is not used to avoid legitimate credits.

29.Automated Credit Detection

OneVia is building automatic detection for obviously invalid opportunities, including invalid telephone numbers, duplicate submissions, locations outside the configured territory, and bot or spam activity.

Where OneVia can confidently identify an invalid opportunity before delivery, it is not delivered or charged. Where it is detected after delivery, OneVia may apply a credit automatically without requiring the contractor to submit a dispute.

30.Credit Dashboard and Opportunity Records

The contractor dashboard is designed to make credit math clear and auditable:

• Package purchased
• Opportunities purchased
• Opportunities delivered
• Valid opportunities
• Credits requested
• Credits approved
• Credits denied
• Replacement opportunities owed
• Replacement opportunities delivered
• Remaining opportunities

Example: 25 purchased, 17 delivered, 1 credit approved, 1 replacement owed, 9 net opportunities remaining.

Each opportunity carries its own record:

• OneVia Opportunity ID
• Date delivered
• Industry
• Market
• Service
• Delivery type
• Qualification status
• Contractor
• Credit status

31.Policy Changes

OneVia may update this policy periodically. Material changes update the Last Updated date shown at the top of this page.

Changes do not retroactively alter an already accepted Order where that would be prohibited or inconsistent with the customer's applicable agreement.

32.Contact

For questions regarding opportunity credits: