Refund Policy

Rank1Local bills bidders on a cost-per-lead ($/lead) basis. Refundable events fall into two categories: unspent budget on a paused or cancelled ranking position, and individual leads confirmed as non-billable under the Lead Dispute Policy. Bid spend that has already resulted in a delivered, qualified lead is non-refundable, as the marketplace placement and lead delivery have already been fulfilled.

A bidder may pause or cancel a ranking position at any time from the account dashboard, with no cancellation fee. Pausing immediately vacates the ranking spot and stops billing for that position going forward. No business is ever charged for time during which it was not actively ranked. Any unspent budget associated with a paused or cancelled position is refunded on a prorated basis, calculated from the moment the pause or cancellation is confirmed in the system.

A lead qualifies as non-billable when it is a duplicate of a lead already delivered to the same bidder within the prior 30 days, fails to meet the minimum qualification standard for the category, identifies as an existing client of the bidder at the time the lead was generated, or falls outside the bidder's registered service area. Bidders may file a dispute for any lead meeting these criteria, with no cap on the number of valid disputes a business may submit in a given month.

Refund requests tied to a specific lead must be filed within 7 calendar days of the lead's original delivery timestamp, consistent with the dispute filing window published in the Lead Dispute Policy. Requests submitted after this window are not eligible for review. Rank1Local's review team issues an initial decision within 48 hours of a properly filed request during standard business operations; claims requiring additional verification may take longer, and the bidder is notified directly of any extended timeline.

To request a refund, the bidder submits a claim through the account dashboard, selecting either a pause/cancellation credit or a lead-specific dispute, and including the relevant identifier and reason. Lead-specific claims must include supporting evidence such as call logs, message transcripts, or documentation of an existing-client or service-area conflict. Rank1Local's review team evaluates each claim against platform delivery records and category rules, and issues a written decision to the bidder's account with the outcome and rationale.

All approved refunds — whether from a paused/cancelled position or a non-billable lead dispute — are issued as credit to the bidder's Rank1Local wallet balance. Wallet credits do not expire and may be applied toward future bids in any active city and category on the platform. Rank1Local does not issue cash refunds to external payment methods; all approved refunds are issued as bidding wallet balance, applied automatically to the next billing cycle.

Lead-specific refund claims must be substantiated with objective evidence. Acceptable documentation includes call logs showing missed or unanswered attempts, message transcripts demonstrating a disqualifying statement from the contact, and records establishing existing-client or service-area status. Claims submitted without supporting evidence are closed as unsubstantiated. Pause and cancellation refunds do not require supporting evidence, as they are calculated automatically from account billing records.

A bidder who disagrees with a refund decision may request a single appeal within 3 days of the decision being issued, including new evidence or a specific explanation of why the original decision misapplied this policy. Appeals are reviewed by a senior member of the Rank1Local operations team. If an appeal remains unresolved, the claim is referred to a neutral third-party reviewer designated by Rank1Local for a final, binding determination.

This Refund Policy operates as an extension of, and is governed by, the Advertiser Agreement. Lead-specific refund criteria and evidentiary standards mirror those published in the Lead Dispute Policy. For minimum bids, billing cadence, and platform fees referenced in this policy, see the Pricing page.

Questions regarding a specific refund request, wallet credit balance, or this policy may be directed to support@rank1locally.com. Bidders may also review the full status and history of their refund requests at any time through their account dashboard.