Lead Quality & Dispute Policy

A qualified lead is a homeowner submission that meets all of the following criteria at the time it is delivered to your account:

• Phone-verified: The homeowner completed SMS verification confirming they have access to the mobile number provided.
• Owner-submitted with expressed intent: The submission is made by the property owner (or someone acting on the owner's behalf) who has expressed a qualifying intent within the prior 24 months. Qualifying intents include, but are not limited to, interest in selling the property, pursuing a home equity line of credit (HELOC) or cash-out refinance, exploring property valuation for estate or financial planning purposes, or other adjacent real estate-related financial decisions. A lead is not limited to active selling intent — homeowners with related financial motivations are considered qualified and may be shared with adjacent partner companies operating in connected verticals.
• Valid U.S. address: The property address is a real, deliverable residential address located within the United States.
• Within your configured service area: The property falls within the geographic markets you have active in your account at the time of delivery.
• Not a duplicate: The same homeowner contact has not already been delivered to your account previously.
• Genuine submission: The lead was submitted voluntarily by a real person and was not generated through automated, fraudulent, or bot-driven activity.

Homelo AI LLC does not guarantee that a homeowner will ultimately list their home, sign a listing agreement, or be reachable on the first attempt. Lead quality standards relate to the validity of the contact and submission at the time of delivery — not to downstream conversion outcomes.

The following conditions represent valid grounds for filing a dispute within 30 days of lead delivery. Disputes filed on these grounds are reviewed by our internal team and may result in a wallet credit equal to the lead price charged.

The following situations do not constitute valid dispute grounds because the lead was valid and qualified at the time of delivery. The outcome was affected by factors outside our control:

• Homeowner changed their mind — A homeowner who expressed genuine interest at the time of submission but has since decided not to sell or list their home.
• Homeowner chose another agent — The homeowner decided to work with a different real estate professional prior to or after being contacted by you.
• Agent unable to reach homeowner — Failure to connect with a homeowner through your own outreach efforts alone (unreturned calls, unanswered texts) is not sufficient grounds for a dispute without supporting evidence.
• Timeline mismatch — The homeowner has a selling timeline (e.g., 12+ months out) that does not align with your business preferences, but the lead was otherwise valid.
• Property type or value outside your preference — The lead was delivered within your configured market and the property was valid, but the price point or property type is not what you prefer to work with.
• Homeowner is unresponsive but reachable — If our internal review team is able to make contact with the homeowner and verify genuine interest, the dispute will be denied regardless of the agent's contact attempts.

Disputes must be filed within 30 days of the lead delivery date shown in your account at app.homelo.ai. After 30 days, disputes will not be accepted under any circumstances.

1. Log into your account at app.homelo.ai.
2. Navigate to Leads, locate the lead in question, and click File Dispute.
3. Select the reason for your dispute from the list of valid grounds and provide a brief description of the issue.
4. Attach any supporting evidence (screenshots, call logs, voicemail records, carrier messages, etc.) that supports your claim.
5. Submit the dispute. You will receive a confirmation and our team will begin review within 3–5 business days.

Alternatively, you may contact us directly at support@homelo.ai or +1 972-696-7328 and our support team will assist you in opening a dispute.

All disputes are reviewed by our internal quality assurance team. Our review process is designed to be fair, thorough, and independent. Here is how it works:

1. Submission Review: We review the dispute reason, supporting evidence, and the original lead record (submission timestamp, phone verification log, raw data payload).
2. Independent Outreach: Our team makes independent attempts to contact the homeowner directly using the information on file. This allows us to verify whether the homeowner has genuine selling intent, recalls submitting their information, and is willing to speak with a real estate agent.
3. Intent Verification: If our team successfully contacts the homeowner and confirms genuine intent to sell or explore their options, the dispute will be denied — regardless of whether the agent was able to reach them independently. A lead is considered valid if the homeowner is reachable and confirms interest.
4. Resolution: If the dispute is approved, a wallet credit equal to the lead price charged is applied to your account within 3–5 business days. If denied, you will receive a written explanation of our findings.

Our goal is not to deny disputes — it is to ensure that credits are issued when a lead was genuinely defective, and that valid, high-intent leads are not reversed simply because an agent's follow-up process did not connect.

All dispute outcomes are final. We do not offer a secondary appeals process, but we encourage you to contact our support team if you believe there was a factual error in our review.