Refund Policy
For real estate agents using pro.homelo.ai and app.homelo.ai
Last Updated: January 20, 2025
Overview
Homelo AI LLC operates on a prepaid wallet model. We are committed to being fair and transparent about when and how refunds or credits are issued. This policy covers two distinct scenarios: (1) refunds of unused wallet balance you loaded but never spent on leads, and (2) wallet credits for leads delivered to your account that you believe did not meet our quality standards.
1. Unused Wallet Balance Refunds
If you have loaded funds into your Homelo AI LLC wallet and wish to close your account, you may request a refund of your remaining unused balance — meaning funds that have not yet been charged for any lead deliveries.
1.1 What Qualifies for a Refund
- Wallet funds that were loaded by you (via card payment or manual top-up) and have never been applied to a lead charge are fully refundable upon request.
- Lead charges already deducted from your wallet are not eligible for a cash refund — those leads are subject to our Lead Quality & Dispute Policy if you believe a specific lead was defective.
- The refund applies to your wallet balance at the time the refund request is submitted and processed. No additional leads will be charged after the request is submitted, as your account is immediately paused (see Section 1.3).
1.2 Service Charge on Refunds
All wallet balance refunds are subject to a 15% service charge applied to the refundable amount. This fee covers payment processing, account administration, and platform overhead costs incurred during your enrollment. The service charge is deducted from your refundable balance before the refund is issued — it is not an additional charge to your payment method.
Service Charge Formula
Refund Amount = Unused Balance × 0.85 (i.e., unused balance minus 15%)
1.3 Example
Starting wallet balance: $1,000.00
Two leads delivered at $250 each: −$500.00
Remaining unused balance: $500.00
15% service charge on $500.00: −$75.00
Amount refunded to your payment method: $425.00
The $500.00 already charged for the two leads is not refundable unless those leads are individually approved through the dispute process within 30 days of delivery.
1.4 What Happens When You Request a Refund
- Your account is immediately paused upon submission of a refund request. You will no longer receive any new lead deliveries.
- You are automatically removed from all markets you are currently assigned to. Reactivating your account and re-entering markets will require contacting our support team.
- Refunds are processed to your original payment method within 5–10 business days, subject to your card issuer's processing times.
- Any pending lead disputes filed before the refund request are still reviewed independently. If a dispute is approved after the refund request is submitted, the credit value is included in your final refund calculation.
1.5 How to Request a Refund
To request a refund of your unused wallet balance, log into your account at app.homelo.ai and navigate to Account → Request Refund, or contact us directly at support@homelo.ai or +1 972-696-7328.
2. Dispute Credits (Delivered Leads)
If you believe a lead delivered to your account did not meet our quality standards, you may file a dispute within 30 days of the lead delivery date. Approved disputes result in a wallet credit equal to the price charged for that specific lead — not a direct cash refund. See our Lead Quality & Dispute Policy for full eligibility criteria.
2.1 Credit, Not Cash Refund
All approved dispute resolutions are issued as wallet credits, not direct payments back to your card. Credits are equal to the exact lead price that was originally deducted for that lead (since lead prices may vary by market and account configuration).
2.2 When an Approved Credit Becomes Refundable
If a dispute is approved, the credited amount is treated as an unused balance. If you subsequently request a full account refund, the approved credit amount is included in your refundable unused balance calculation.
Wallet balance before dispute: $0.00
Dispute approved for a $250 lead: +$250.00 credit
New unused balance: $250.00
15% service charge on $250.00: −$37.50
Amount refunded to your payment method: $212.50
If you then request an account refund, the $250.00 credit is included in the refundable amount, subject to the 15% service charge (see Section 1.2).
2.3 Dispute Window
Disputes must be filed within 30 days of the lead delivery timestamp shown in your account at app.homelo.ai. Disputes submitted after 30 days will not be eligible for review regardless of the circumstances.
2.4 Non-Qualifying Disputes — Goodwill Credits
Situations that do not meet our formal dispute eligibility criteria (see Lead Quality & Dispute Policy) — such as a homeowner who changed their mind after expressing genuine interest — are not automatically approved. However, if you provide sufficient documented evidence demonstrating that you made diligent, good-faith contact attempts, our team may issue a discretionary goodwill wallet credit at our sole discretion. Goodwill credits are not guaranteed, do not constitute an admission of fault, and are not eligible for conversion to a cash refund.
3. Account Pause and Balance Forfeiture
If you pause your account without submitting a refund request, a strict 60-day timeline governs your remaining wallet balance. The timeline is as follows:
Account is paused. You will not receive new lead deliveries. Your wallet balance is preserved and your account remains in all markets for up to 45 days.
Your account is automatically removed from all active markets. Reactivating after this point requires contacting our support team to be re-assigned to markets.
You have a 15-day window after market removal to submit an unused balance refund request or reactivate your account. During this window your balance remains intact and recoverable.
Your wallet balance is set to $0.00. Any remaining unused balance is permanently forfeited and non-recoverable. No refund or credit will be issued after this date under any circumstances.
We strongly encourage agents who do not intend to continue using the Service to submit a refund request directly rather than simply pausing, to ensure their unused balance is protected immediately.
4. Non-Refundable Items
The following are not eligible for refunds under any circumstances:
- Lead charges for leads that were delivered, verified, and not disputed within the 30-day window.
- Wallet balances forfeited after the 60-day pause timeline has expired (day 45 market removal + 15-day recovery window).
- Denied dispute outcomes, including those where our team independently verified the lead's intent and qualification.
- Goodwill credits already issued to your wallet — these cannot be converted to a cash refund.
- Any fees or charges related to payment processing, if applicable.
5. Contact Us
For questions about your wallet balance, a pending refund request, or the status of a dispute, please reach out to our team. We aim to respond within one business day.