Refund & Credit Policy

1. Purpose

This Policy is the complete rulebook for what happens when a lead you paid to unlock doesn’t work out. It provides two remedies: cash refunds (Section 4) for invalid contact information, and Koti credit (Section 5) for valid contacts you genuinely can’t reach. Everything else — sales outcomes — is addressed in Section 6 (no refund, no credit). This Policy is part of your Koti Partner Agreement.

2. Definitions

• Unlock Fee: the exact amount shown to you for a specific request on the accept/unlock screen, which you confirm before we charge. We never charge without you seeing and confirming that amount.
• Requester: the person who submitted the request. Their requester type (Owner, Tenant, Manager, or Other) is self-reported by the requester at intake. Koti shows it to you before you accept as reported — Koti does not independently verify it and does not guarantee its underlying accuracy.
• Request ID: the unique identifier Koti assigns to each request. One request = one Request ID.
• Invalid Contact: contact information that is materially unusable as delivered — see Section 4. For clarity: an incorrect or unverified Requester type does not make a contact Invalid.
• Unreachable: the contact information is valid, but the Requester doesn’t respond despite genuine attempts — see Section 5.
• Genuine Contact Attempt: a real, good-faith effort to reach the Requester using the contact information as delivered (for example, a placed call, a sent text message, or a sent email).
• Material: a deficiency is material only if it materially impairs your ability to contact the Requester or act on the lead using the information as delivered. A disconnected primary phone number is material. A secondary email that bounces while the primary phone is correct and usable is not.
• Koti Credit: account credit denominated in USD, granted under Section 5 and applied automatically to your future unlocks. Koti Credit expires 3 months after its issue date — see Section 5.5 for the exact calculation.
• Business Days: Monday through Friday, excluding U.S. federal holidays.

3. What Koti promises — and what it doesn’t

Koti doesn’t guarantee that a lead will respond, convert, or hire you. What Koti stands behind is the material accuracy and authenticity of the Requester information it represents and provides to you at unlock — subject to the remedies in this Policy. Expressly excluded from this responsibility is the Requester type (Owner, Tenant, Manager, or Other): it is self-reported information shown to you as reported, and Koti does not guarantee its underlying accuracy. A mismatch between the displayed Requester type and the actual type is not a basis for a refund or credit under this Policy.

If the contact information is materially wrong, Section 4 applies. If it’s right but the Requester can’t be reached, Section 5 applies.

4. Cash refunds — invalid contact

We refund the Unlock Fee to your original payment method when verification confirms any of the following:

• (a) Bad phone number — disconnected, out of service, wrong number, or belongs to someone other than the Requester.
• (b) Unusable email — invalid or undeliverable, and the deficiency is material (see definition). A secondary email that bounces while the primary phone is correct and usable doesn’t qualify.
• (c) False or unrecognized request — the request was fabricated, or the reachable Requester states they didn’t submit it, cross-checked against Koti’s request and verification logs.
• (d) Duplicate charge caused by Koti — more than one charge to the same partner account for the same Request ID resulting from a Koti system error. Two different requests from the same Requester have different Request IDs and are never duplicates.

If a claim qualifies under both Section 4 and Section 5, Section 4 (cash refund) applies.

5. Koti credit — unreachable Requester

5.1 Remedy. When the contact information is valid but the Requester is unreachable despite genuine attempts, you receive Koti credit equal to the full Unlock Fee (100%). This is credit, not cash — cash refunds don’t apply on this track.

5.2 Attempt standard. You must show at least 3 genuine attempts within 24 hours of unlock, across at least 2 different channels (for example, call + text) when Koti provided at least 2 contact channels. If Koti provided only one channel, use all available channels — you won’t be penalized for the missing second channel.

5.3 Filing. File within 48 hours of unlock via support@koti.house or in-account “Report a problem.” Include the Request ID and your attempt evidence (call logs, message timestamps, or equivalent).

5.4 Verification. We review your evidence and request logs, and we may contact the Requester directly. Decision within 5 business days, in writing. If we reach the Requester during verification, that alone doesn’t deny your claim — we evaluate the complete evidence. If verification shows the contact was actually invalid, your claim moves to Section 4 (cash refund) instead.

5.5 Credit terms.

(a) Denomination and use. Koti Credit is denominated in USD and applied automatically to your next eligible unlock(s). Credit is non-transferable, has no cash value, and can’t be redeemed for cash.

(b) Expiration. Koti Credit expires 3 months after its issue date. “3 months” means the same calendar date three calendar months after the issue date; if that month does not contain that date, the credit expires on the last day of that month. Expiration occurs at 11:59 PM Eastern Time on the expiration date. Example: credit issued on January 31 expires on April 30 at 11:59 PM ET.

(c) Forfeiture. Expired credit is forfeited and will not be reinstated, except where Koti determines that an account or system error prevented you from using the credit before expiration.

(d) No double recovery. Credit can’t be combined with a cash refund for the same unlock.

6. No refund, no credit — sales outcomes

The following are business outcomes, not lead defects:

• (a) The Requester responds but declines the work, “is just looking,” hires someone else, changes their mind, or you disagree on price or scope.
• (b) You decide the job isn’t a fit after unlocking.
• (c) The Requester type was shown before acceptance as self-reported (for example, shown as Tenant) and authorization or decision-maker limitations surface after contact.
• (d) Quality flags shown before acceptance (for example, planning-only, brief description) — these are informational signals for your evaluation.
• (e) No budget, no conversion, or any other outcome after genuine contact.

7. How to file a claim

• File within 7 days of unlock for invalid-contact claims (Section 4), or 48 hours for unreachable claims (Section 5) — via support@koti.house or “Report a problem” in your account.
• Include the Request ID, the reason, and your evidence.
• We may reclassify your claim to the correct track based on verification — a mislabeled claim won’t be denied for the label alone.
• Decision within 5 business days, communicated in writing. If denied, you may submit additional evidence within 7 days for one reconsideration.

8. Cash refund processing

For approved cash refunds, Koti initiates the refund to your original payment method within 10 business days of approval. When the refund appears in your account depends on your card processor and bank — we can’t promise an exact posting date.

9. Card disputes (chargebacks)

We encourage you to resolve billing issues through this Policy first — it’s faster than a card dispute and keeps your account in good standing. Filing a dispute doesn’t accelerate a refund or credit. Koti reserves the right to review accounts in cases of fraudulent, duplicative, or abusive disputes (for example, disputing a charge already refunded under this Policy). Exercising a legitimate dispute right in good faith is not, by itself, a violation of this Policy.

10. Abuse and fraud

A pattern of claims inconsistent with verification results triggers an account review; we may limit or suspend unlocking privileges. Fabricated evidence, self-generated or test requests submitted to farm claims, creating duplicate accounts to multiply benefits, and any manipulation of contact data void the claim and may result in immediate termination.

11. Changes to this Policy

We may amend this Policy with at least 14 days’ notice (email and in-account notice). Continued use of your Partner account after the notice period means you accept the changes. Amendments never apply retroactively to unlocks that happened before their effective date.

12. Language

This Policy is provided in English and Spanish. If they differ, the English version controls.

13. Questions

support@koti.house