RuufLink Lead Protection™ policy

How it works

RuufLink Lead Protection™ applies only to Exclusive Leads and Shared Leads. Booked Appointments are not covered by RuufLink Lead Protection™. They are covered separately by Booked Appointment Assurance, which has its own reasons, evidence requirements and deadlines. A purchase can receive only one remedy: a lead that has already been refunded or replaced is not also eligible under Assurance, and the reverse is equally true.

File a claim from your portal within 7 days of unlocking a lead. If it qualifies, we issue one replacement lead of the same purchase type and project category, valid for 30 days. You choose the replacement yourself from Available Leads and it unlocks at no charge.

Filing a claim does not approve it. A replacement is issued only where we can verify the problem from RuufLink’s own records — the submission, the phone verification, the delivery history and the listing you saw before purchase. A report on its own does not establish eligibility. A replacement matches the original purchase type and project category and depends on a matching lead being available in the marketplace. It is one replacement lead, not a dollar amount, so it stays redeemable at no charge even if our normal price for that lead has changed since your purchase. Leads carrying the HOT urgency premium cannot be selected as a replacement.

If the original purchase was funded by your monthly plan, an approved claim restores the applicable plan value to your current monthly plan instead of issuing a replacement lead. Restored plan value follows the normal monthly plan rules and does not roll over. Purchases not funded by a plan continue to receive the replacement-lead remedy described above.

What qualifies

Each of these is checked against our own records before a replacement is issued.

• Duplicate of a lead I already purchased — We check our own purchase records for the same homeowner and property. If no earlier purchase exists, this does not qualify.
• Phone number is invalid or disconnected — We review the verification and delivery history for this number. Repeated no-answer is not the same as a disconnected line.
• Property location does not match what was listed — Qualifies only when the city or ZIP shown before purchase was wrong. A correctly listed location you chose to buy is not a lead defect.
• Project category does not match what the homeowner submitted — Qualifies only when the listing does not match the homeowner's own submission. A later opinion about what the homeowner needs is not enough.

Reported and investigated

These matter to us and we investigate every one, because they help us keep the marketplace clean. They cannot be confirmed from our records on a single report, so on their own they do not create a replacement.

• Contact reached is not the homeowner who submitted — Reported and investigated. A report on its own does not create a replacement.
• Homeowner says they never requested roofing work — Reported and investigated against the submission, consent and verification records we hold. A report on its own does not create a replacement.
• Contact says they are not the property owner — Reported and investigated. RuufLink does not verify title records, so this alone is not an established lead defect.
• Something else — Describe the problem. Our team reviews every submission individually. This alone never creates a replacement.

What does not qualify

• Homeowner has not answered yet — Not a qualifying claim. Verified numbers often take several attempts across different times of day.
• Chose another contractor, budget, timing or scope did not fit — Not a qualifying claim. Comparing estimates, scheduling, changing their mind and competitive outcomes are normal in a shared marketplace.

Competition, pricing objections, and homeowners who simply choose another contractor are ordinary sales outcomes and are not covered.

Automated roof measurement estimates are provided for preliminary evaluation only. A difference, discrepancy, inaccuracy or omission in an automated estimate, by itself, does not qualify a lead for a replacement.

Replacements are not refunds

Lead quality is remedied with a replacement lead. Billing and payment errors — a duplicate charge or an incorrect amount — are a separate matter handled by our support team and refunded to the original payment method.

Common questions

Can a replacement lead itself be claimed?

Yes. A replacement is covered like any other lead, and a claim against a replacement always receives an enhanced individual review before another replacement is issued.

What happens to the original lead?

When a claim concerns the homeowner’s own details, access to that homeowner’s contact information is withdrawn from your account. A lead is only pulled from the marketplace when we confirm the defect affects every contractor. Your purchase record and receipt stay unchanged.

Do replacements expire?

Yes, after 30 days from the date it is issued. We email you before a replacement expires.