Wallet & Refund Policy

Installers with an approved Energy Lead Hub account can add funds to a digital wallet held on the platform. Wallet funds are prepaid platform credit intended exclusively for purchasing opportunities (leads) through Energy Lead Hub.

The wallet is not a bank account, a savings account, an e-money account or an investment. It does not earn interest and cannot be used to make payments to anyone other than Energy Lead Hub for platform opportunities.

Top-ups are taken through our payment provider, Stripe. Card details are handled by Stripe and are never stored by Energy Lead Hub. Credit appears in your wallet once the payment has been confirmed as successful.

Top-up amounts and any minimum top-up are shown on the wallet page at the time of payment. Adding funds is optional and is not a subscription — there is no recurring platform fee.

A wallet top-up buys platform credit only. It does not guarantee a specific number of opportunities, a specific number of leads within a particular timeframe, a level of lead quality, appointments, sales, revenue or any conversion rate.

Opportunities are made available based on availability and the platform's matching processes, which take account of factors such as the homeowner's location relative to your service area, your account status and the information the homeowner has provided.

You can review an opportunity before you buy it. Each opportunity shows the applicable lead price along with the non-identifying details available at that point. Credit is only deducted when you choose to accept and purchase that opportunity through the platform's approved lead purchasing process.

Wallet credit is never deducted automatically for opportunities you have not accepted, and declining an opportunity costs nothing.

Unused wallet credit remains available on your account for future eligible opportunities, subject to these terms and to your account remaining in good standing under the Terms & Conditions.

Wallet top-ups are intended to be non-refundable once they have been successfully credited to your account, because the credit is immediately available to purchase opportunities. This is subject to the exceptions below.

• Where a refund is required by applicable law.
• Where there has been a verified billing or technical error — for example a duplicate charge, an incorrect amount taken, or credit deducted for an opportunity you did not accept.

Nothing in this policy removes or limits any legal rights that apply to you. If you believe a payment or a wallet deduction has been made incorrectly, contact us promptly so we can investigate.

Separately from top-up refunds, the platform provides a dispute process for purchased opportunities. Where a purchased lead is found to be invalid — for example unreachable contact details or details that are clearly incorrect — you can raise a dispute from the lead record in your account. Disputes are reviewed by our team and, where upheld, the lead price is credited back to your wallet as platform credit.

Disputes should be raised promptly, and we may ask you to describe the contact attempts you made.

Energy Lead Hub is operated by LEADHUB GROUP LTD, a private limited company registered in England and Wales under company number 17452216.

For any wallet, payment or refund question, email hello@energyleadhub.co.uk, or use the contact page. Please include the date and amount of the payment concerned.