One lead, one charge
Follow-ups are free. A lead that goes quiet and gets every follow-up on the schedule costs exactly the same as one that replies immediately — the charge is attached to the conversation, not to the number of messages in it.
The same applies if the customer writes back and the AI answers again: still one lead, still one charge.
What is never charged
| Case | Why not |
|---|---|
| Spam and pitches to your business | Triaged out before anything is written. |
| Leads below your quality threshold | You set the threshold; below it we do not reply. |
| Drafts waiting for your approval | A draft is not a reply until you send it. |
| Anything skipped — quiet hours, paused business, reply limit | Nothing was sent, so nothing is owed. |
Where to see it
Statistics shows what the marketplace charged you and how much of that went on leads outside your trade or service area. That figure is about the marketplace, not about us — it is the money you spent before we ever saw the lead.
Refunds
There are none, and the reason is the list above. A lead is billed only once we have actually replied to it, and the four cases that account for most junk never reach a reply, so they never reach an invoice either.
What that means in practice: a lead you were charged for is one we answered on your behalf. If it went nowhere afterwards — the customer went cold, the job was smaller than it sounded, someone else got there first — that is the ordinary risk of buying leads, and the charge stands.
Two things we will always correct: an amount that is objectively wrong, and the same lead billed twice. Write to support@replythemall.com within seven days of the invoice.