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Lead Credit Policy

Effective date: 12 July 2026

This policy explains when a window cleaner may receive account credit for an invalid customer lead supplied through My Local Window Cleaner.

1. What counts as a lead?

A lead is a customer enquiry provided to a cleaner through My Local Window Cleaner. A lead gives the cleaner an opportunity to contact the customer, but it does not guarantee that the customer will respond, accept a quotation or book any work.

2. Leads eligible for credit

A lead may qualify for a replacement credit where:

  • all customer contact details supplied are invalid or do not belong to the named customer;

  • the enquiry is clearly fake, spam, automated or submitted as a test;

  • the customer confirms that they did not make the enquiry;

  • the same enquiry for the same property was previously supplied to the same cleaner within the preceding 30 days;

  • the property is clearly outside the service area selected in the cleaner’s account when the lead was issued; or

  • the customer is requesting a service that the cleaner has not selected or advertised through their account.

My Local Window Cleaner may ask for reasonable supporting information, such as a screenshot of a failed message, call-log information or a brief explanation from the cleaner.

Please remove or conceal any personal information that is not relevant to the report.

3. Leads that are not eligible for credit

Credit will not normally be provided where:

  • the customer does not answer calls, messages or emails;

  • the customer responds slowly or stops communicating;

  • the customer decides not to proceed;

  • the customer chooses another cleaner;

  • the cleaner’s quotation is not accepted;

  • the job is smaller, larger, more difficult or less profitable than expected;

  • the customer cancels or postpones after making a genuine enquiry;

  • the cleaner is unavailable or does not contact the customer promptly;

  • the cleaner does not wish to travel to an address that was within their selected service area; or

  • a genuine customer submits an enquiry to more than one cleaner, where the lead was described as shared or non-exclusive.

A lead represents a genuine opportunity to quote for work, not a guaranteed booking.

4. Reporting a bad lead

Bad leads must be reported through the cleaner’s account or by contacting My Local Window Cleaner within seven calendar days of the lead being issued.

The report should identify the reason the lead is believed to be invalid and include any reasonably available supporting information.

Reports made after seven calendar days may be declined unless exceptional circumstances prevented the cleaner from reporting the lead sooner.

5. Automatic replacement credits

The first two eligible bad-lead reports submitted by a cleaner during any rolling 30-day period may receive an automatic replacement credit, subject to basic account and duplicate-report checks.

Automatic credit does not mean that every report is eligible. My Local Window Cleaner may reverse or withhold an automatic credit where the report does not meet this policy, contains inaccurate information or requires further investigation.

Any additional reports during the same rolling 30-day period will be reviewed by an administrator before a decision is made.

6. How credits work

An approved credit will normally equal the lead credit or amount originally charged for the affected lead.

Credits:

  • are applied to the cleaner’s My Local Window Cleaner account;

  • will normally be used against the next chargeable lead;

  • cannot be transferred to another account;

  • have no cash value and are not normally paid as a cash refund; and

  • remain subject to any expiry period clearly stated when the credit is issued.

Receiving a credit does not create an entitlement to credit for similar future reports.

7. Reviews and decisions

My Local Window Cleaner aims to review reports requiring administrator approval within five working days.

We may consider account settings, lead information, previous reports, contact evidence and any relevant customer response. We may also contact the customer to verify the enquiry.

Where a report is declined, the cleaner may request one further review within seven calendar days by providing additional relevant information.

Decisions will be made reasonably and consistently based on the information available.

8. Misuse of the policy

We may restrict access to automatic credits, reverse credits or suspend an account where there is evidence of:

  • repeated false or misleading reports;

  • altered or fabricated evidence;

  • duplicate claims for the same lead;

  • attempts to persuade a genuine customer to deny making an enquiry; or

  • any other deliberate misuse of the credit process.

Where possible, we will give the cleaner an opportunity to explain the circumstances before taking action.

9. Changes to this policy

We may update this policy as the service develops. Material changes will be communicated through the website, cleaner dashboard or registered email address.

Changes will apply to leads issued after the updated policy takes effect and will not normally be applied retrospectively.

10. Contact

Questions or review requests can be submitted through the My Local Window Cleaner contact page or cleaner account.

This policy should be read alongside the cleaner terms and conditions, pricing information and privacy notice.

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