1. What this covers

Booked Appointment Assurance applies only to Booked Appointments purchased on RuufLink™. It does not apply to Exclusive Leads or Shared Leads — those are covered separately by RuufLink Lead Protection™, and no appointment is covered by both.

Booked Appointments are currently offered for Full Roof Replacement and New Roof Installation projects only. Roof Repair / Leak projects are offered as Exclusive Leads or Shared Leads and are covered by RuufLink Lead Protection™, not by this policy. RuufLink™ may change which project categories are offered as Booked Appointments.

2. When you can file a claim

You may file one claim per Booked Appointment, for one of these reasons:

• Homeowner did not show up. Requires your “I’m here” check-in at the appointment and at least one attempt to reach the homeowner recorded during the visit window. Deadline: 48 hours after the appointment time.
• Homeowner cancelled the appointment. If RuufLink™ already holds a homeowner-originated cancellation or another RuufLink-controlled cancellation record, the claim can be reviewed without a check-in. If RuufLink™ does not independently hold a qualifying cancellation signal, your check-in, contact attempts and statement may support investigation and review, but they cannot by themselves establish an approved cancellation claim. Contractor statements alone never establish a claim. Deadline: 48 hours after the appointment time.
• Phone number was invalid or disconnected. Reviewed against our own verification and delivery records. Repeated no-answer is not the same as a disconnected line. Deadline: 7 days after purchase.
• Property location was materially wrong. Reviewed against our own record of the homeowner’s request. Deadline: 7 days after purchase.
• Work category was materially wrong. Reviewed against our own record of the homeowner’s request. Deadline: 7 days after purchase.
• Duplicate of a lead you already purchased. Reviewed against our own purchase records for the same homeowner and property. Deadline: 7 days after purchase.

3. What is not covered

• The homeowner declined your quote or chose another company.
• The job was not won, or the homeowner is not ready to proceed.
• You arrived late, could not attend, or cancelled the appointment.
• Price disagreement, or the roof turned out to be outside your scope.
• Work had already been completed by someone else.
• Anything supported only by your own account, with no check-in and no RuufLink™ record.

4. Evidence

• “I’m here” check-in. Available from 15 minutes before the appointment time until 60 minutes after it. Check-in is recorded at the moment you tap it and cannot be edited or backdated.
• Contact attempts. You can record that you called or texted the homeowner. We can show when you recorded it; we cannot confirm that a call was placed or a text was sent. A contact attempt counts only if it is recorded during the same visit window.
• Contractor statements alone never establish a claim. Your written account and your recorded attempts help us understand what happened, but on their own they can never approve a claim. Every approval rests on RuufLink™’s own records or on your in-window check-in where the rule allows it.

5. How claims are decided

• Claims are never approved or denied automatically. Every decision is made by a person at RuufLink™.
• Before review, we check that the claim is filed in time, for a covered reason, with the required evidence present. Passing those checks is not approval.
• Each decision is recorded with a written reason and the RuufLink™ record it relied on. You can see the outcome and the reason in your account.

6. What an approved claim receives

• The remedy is RuufLink Purchase Credit. It is not a cash payment.
• The amount equals the eligible value you actually paid for that finalized appointment — credit you actually spent plus card payment we actually received, less any refund. It never exceeds the appointment purchase price. Amounts merely owed or pending are not counted.
• Assurance Credit does not expire. It stays available until you use it, or until it is frozen or forfeited under our fraud and account rules.

7. One remedy per purchase

An appointment can receive only one remedy. If a purchase has already been refunded or resolved another way, an Assurance claim for the same purchase will not also be paid, and an approved claim is never issued twice.