Summary: A valid lead is a verified homeowner (or authorised decision-maker) in your purchased postcode who confirmed interest and consented to contact. Credit requests must be lodged within 5 business days of delivery, with evidence. The same homeowner won't be re-charged within a 30-day duplicate period. A valid lead is never guaranteed to buy.
1. Definition of a valid lead
A valid lead is a homeowner or authorised decision-maker who:
- Submitted an enquiry through Solar Relay
- Provided valid, working contact details
- Confirmed their interest in obtaining solar, battery, or solar-plus-battery quotes during verification
- Is located within the postcode(s) you have purchased
- Consented to being contacted by participating provider(s)
A lead meeting all five criteria is billable, whether delivered as a shared lead (maximum of three providers in total) or an exclusive lead (one provider only).
2. Duplicate period
Duplicate period: 30 days. If the same homeowner (same person and property) submits another enquiry within 30 days of a lead already delivered to you, you will not be charged again for it. Enquiries after the duplicate period, or for a different property or system type, are treated as new leads.
3. Credit-request deadline
Credit-request deadline: 5 business days from the date the lead is delivered to you. Requests received after the deadline are not eligible. Send requests to info@solarrelay.com.au with the lead reference, the reason, and your evidence.
4. Invalid lead reasons
A lead may be credited if:
- The contact details are wrong or disconnected and the homeowner cannot be reached by any supplied channel
- The person is not the homeowner or an authorised decision-maker
- The property is outside your purchased postcode(s)
- The homeowner states they never made the enquiry or never consented to contact
- The lead is a duplicate within the 30-day duplicate period
- A shared lead was provided to more than three providers in total
5. Evidence required
- Dates and times of your contact attempts (minimum 3 attempts over 3 different days, at different times, for "can't reach" claims)
- Call logs, SMS or email records supporting the claim
- A short description of what the homeowner said, where relevant
We cross-check requests against our verification records, consent logs and sharing records before deciding. Decisions are made within 5 business days of receiving complete evidence.
6. Situations not eligible for credit
- The homeowner obtained quotes elsewhere, chose another provider, or decided not to proceed
- The homeowner is "just researching", has a longer installation timeframe, or negotiates hard on price
- You contacted the lead late, or made fewer than the minimum contact attempts
- The homeowner didn't like your quote or your product range
- On a shared lead, another of the (maximum three) providers won the job
- Your own staffing or capacity issues prevented follow-up
7. No guarantee of purchase
A valid lead is a verified, consenting enquiry — not a guaranteed sale. Solar Relay makes no representation that any lead will proceed to purchase, and conversion rates are not grounds for credit.
8. How credits are applied
Approved credits are applied against your next invoice (or refunded if no further invoices are expected). Credits are the sole remedy for an invalid lead. Repeated invalid leads from the same source are investigated and our lead generation adjusted.