Basin - Bad Lead Replacement Policy v1

Bad lead replacement policy, version 1

Effective date: October 28, 2026

Summary

A bad lead is replaced with restored credit. Credit is restored within 48 hours of the report.

What counts as a bad lead

A lead counts as bad only for one or more of these reasons:

The phone number is wrong or disconnected.
The person is not the homeowner.
The project is outside the contractor's stated service area.
The lead is a duplicate of a lead delivered to that same contractor within 30 days.
The stated budget is under $8,000.
The homeowner says they did not request quotes.

How to report

Report within 48 hours of the delivery timestamp. Report by replying to the lead email or by using the replacement form. Include the lead reference so Basin can match the report to the delivery. Reports made after 48 hours are handled case by case. Evidence may be a call log, screenshot, or description. Basin decides within 48 hours.

What happens after a report

Basin restores the credit for that lead within 48 hours of the report. Restoration is by credit, not by cash refund. Restoration is one credit for an exclusive lead and half a credit for a shared lead.

What is not covered

This policy does not cover leads that do not convert into hired work. It does not cover appointment guarantees. It does not cover revenue guarantees. It does not cover close rates. A lead that is valid under the definition above but does not lead to hired work is not a bad lead under this policy.

Contact

Basin, sales@basin-advisors.com.

Related policies

Purchase Terms: https://basinbathrooms.com/terms