Installer Leads and Credits Terms

1. Meaning of words

Version: 0.1 (draft). Last updated: [DATE].

• Lead or request: a driver's request for installer quotes, sent through the site.
• Offer: the offer of a lead to you.
• Preview: the limited information shown before you accept an offer.
• Accept: use an introductory lead or credits to receive the driver's contact details and the full details of the request.
• Introductory lead: a one-off allowance of leads that we enable for your account, described in section 4.
• Credit: a unit you buy that is used to accept offers. Credits are not money.
• Credit pack: a bundle of credits sold at a stated price.
• Credit-back: the return to your account of the credits (or the introductory lead) used on a lead, described in section 8.

2. How offers work

2.1 When a driver asks for quotes and agrees to share their details, we may offer the request to a limited number of installers, no more than three.

2.2 We only offer a request to installers that are live on the site and able to accept it, and that match the request (for example the area, the type of job and any brand or grant requirements).

2.3 Each offer shows a preview. The preview shows the job type, the location (in general terms, not a full address) and the potential value of the job. It also shows the credit cost of accepting and the time left to accept. The preview does not show the driver's name, address, telephone number or email address, or the full details of the request.

2.4 "Potential value" is an estimate based on your published prices, where they match the job, or otherwise on an estimate based on industry averages for that type of work and area (which we build from our own rate table and from the prices of installers on the site). The offer says which. It is not a promise of work, of a sale or of earnings.

2.5 You can accept or decline an offer. Declining or letting an offer expire uses no introductory lead and no credits.

2.6 Each offer is open for the time shown on the offer. We do not state a fixed period in these terms, because it can differ between offers.

2.7 The credit cost of a lead is set when the offer is issued and does not change afterwards.

2.8 Accepting an offer uses one introductory lead (if section 4 applies) or the credits shown. Once you accept, we release the driver's contact details and the full details of the request to you. You cannot respond to a lead (for example by quoting or booking a survey) before you accept it.

2.9 Accepting an offer is final, except for credit-back under section 8.

2.10 If an offer closes before you accept it (for example because it expires), it costs you nothing. An offer also closes at no cost to you if you decline it, if the driver withdraws the request, or if the request is closed because the maximum number of installers has already accepted it or because we have stopped looking for further installers for it.

2.11 If you try to accept and have no introductory lead left and not enough credits, the offer is not accepted. You can buy credits, but we do not extend the time to accept while you do so.

2.12 We do not guarantee that you will be sent any number of offers.

3. What an accepted lead means

3.1 A lead is a request for quotes from a driver who agreed to share their details. We do not guarantee that the driver will respond to you, accept your quote or go ahead with any work, or that their details or request are correct, beyond what section 8 allows.

3.2 Once you accept, you are responsible for how you use the driver's details, as set out in the Installer Agreement.

4. Introductory leads

4.1 Where we enable them for your account, you receive three introductory leads. This is a one-off allowance for each installer and does not renew or reset.

4.2 We enable introductory leads manually, for installers we have approved, at our discretion. You cannot ask for them to be enabled again after they have been used.

4.3 Introductory leads can be used only for standard jobs. They cannot be used on jobs we classify as complex (for example installs with solar, battery or three-phase supply), which are accepted with credits only.

4.4 Introductory leads are not available to installers with an active Featured plan, who have plan credits instead. If you have unused introductory leads and later move to a Featured plan, your unused introductory leads stay in your account and are not removed.

4.5 Accepting a lead uses one introductory lead. An offer that you decline, that expires or that closes does not use one. When you have introductory leads, they are used before credits.

4.6 Introductory leads are available once for each business. We do not enable them for a second account of the same business and we may refuse or remove them if we think an account duplicates another, for example by using the same company number, scheme registration number or business name. Duplicate accounts are blocked.

4.7 An introductory lead has no cash value, cannot be sold, transferred or exchanged for credits or money, and is not a payment for any service.

4.8 If a credit-back request for an introductory lead is approved (section 8), the introductory lead is returned to your balance. No credits are added.

4.9 We may correct or adjust introductory lead balances, for example in a support case or if a mistake was made. If we do, we will tell you.

4.10 When your introductory leads are used, you need credits to accept further leads. Your listing and profile stay live.

5. Credits

5.1 You buy credits in credit packs. The pack sizes and prices are shown on your billing page before you pay. Larger packs cost less for each credit. The packs are:

5.2 The credit cost of each lead depends on its estimated value and is shown on the offer before you accept it. One credit is £1. The cost is the same for every installer sent that lead. The cost bands are:

Introductory leads can be used only on standard jobs (bands S1 to S4). Complex jobs (bands C1 to C3) need credits. The estimated value is rounded to the nearest £50 before the band is chosen.

5.3 Credits are not money, do not earn interest and cannot be transferred to another business or account.

5.4 Your credits are held as one balance, and each accepted offer takes its credit cost from that balance.

5.5 Credit expiry: credits you buy do not expire. If we ever introduce expiry, it will apply only to credits bought after the change, and we will give at least 30 days' notice before it starts.

5.6 Credit subscriptions and auto top-up: we do not offer them at launch. Credits are bought as packs, one purchase at a time. If we introduce them, we will set out here what is charged, when, how to turn it off and what happens if a payment fails, before you are asked to agree.

5.7 Buying credits makes your logo eligible for display, as set out in the Installer Agreement, subject to our logo checks.

5.8 Credit packs can be refunded only where we say so in these terms or where the law requires. Unused purchased credits are not refundable, except where the law requires or where we have made an error (see 5.9).

5.9 If we make a mistake that gives you too many or too few credits, we will correct your balance and tell you.

6. Payment

6.1 Payment is by Stripe. We do not hold your card details.

6.2 Stripe issues receipts and invoices for credit packs and plans, showing our company details.

6.3 The price shown for a credit pack is the total price you pay. We do not add other charges at checkout.

6.4 If a payment is disputed with your bank or card issuer, we may pause your account while it is resolved, and may adjust your balance to reflect the outcome.

6.5 We can refuse or cancel a purchase if we reasonably suspect fraud or an error in the price. We will refund any amount taken for it.

7. Your account balance

7.1 Your billing page shows your introductory lead balance and your credit balance, and a history of how they were used. Please tell us promptly if you think the history is wrong.

7.2 Balances cannot go below zero.

8. Credit-back

8.1 If a lead you accepted meets one of the grounds in section 8.3, you can ask for credit-back through your account. Credit-back requests are reviewed and decided by EV Tariffs Compared within 48 working hours of being submitted, not counting weekends and bank holidays.

8.2 You must submit the request within 7 days of accepting the lead. You must explain the reason and give any supporting information, such as dates and attempts to contact the driver.

8.3 Grounds: credit-back may be approved only where:

• the driver's contact details are wrong, or the driver cannot be reached;
• the lead is a duplicate (for example, a request from the same driver that you have already received); or
• the lead is outside your area or job type, as set out in your profile.

8.4 Credit-back is not available because the driver chose another installer, did not accept your quote, changed their mind, or because the job was smaller than the potential value suggested, unless one of the grounds above applies.

8.5 If we approve a request:

• for a lead accepted with credits, the same number of credits is returned to your credit balance;
• for a lead accepted with an introductory lead, the introductory lead is returned to your balance and no credits are added.

8.6 Credit-back is made as credits or as an introductory lead, not as money, unless we say otherwise or the law requires.

8.7 If we reject a request, we will tell you why. Your balances do not change. You can reply with further information, or ask us to review the rejection by emailing hello@evtariffscompared.com within 14 days. Where we can, someone who was not involved in the first decision will review it.

8.8 Each lead can be the subject of one credit-back request.

8.9 We may refuse credit-back, and may take other action under the Installer Agreement, if we reasonably believe requests are made repeatedly without good reason or in bad faith.

8.10 Credit-back decisions are made by us acting reasonably. This does not affect any legal right you have.

9. When this ends or your account is closed

9.1 If you close your account or we end the agreement under the Installer Agreement, you can no longer accept offers. If you close your account, unused credits are not refunded. If we end the agreement for convenience under section 9.2 of the Installer Agreement, we will refund the price you paid for any unused purchased credits. If we end the agreement because of your breach, unused credits are not refunded, except where the law requires.

9.2 Introductory leads have no value when an account closes.

10. Changes

10.1 We may change these terms, credit costs or pack prices. A change applies to purchases and offers after it takes effect. We will tell you by email at least 30 days before a change to something you have already bought takes effect.

11. Contact

For credit questions or credit-back help, email hello@evtariffscompared.com.
EV Tariffs Compared, [COMPANY NAME], company number [COMPANY NUMBER], registered office [REGISTERED ADDRESS].