Legal
Lead disputes and refunds
What you pay for, what you never pay for, and what to do when a lead is not what it should have been.
Last updated 10 September 2026
This page is a draft
The dispute window, the grounds and the reply time below are how we intend to handle disputes and are still being reviewed, including by counsel. They may change before launch. The first two sections restate commitments already published elsewhere on FRANWORLD, and those apply now.
What you are never charged for
- An enquiry below the qualification bar. On pay-per-lead, an enquiry that does not reach 60/100 is not delivered with contact details and is not billed. You see it in your Leads tab with the reason it fell short.
- A lead we sold to anyone else. Each lead goes to one brand. If we ever pass the same enquiry to another franchisor, we refund every lead you have bought from us — see the no-resale guarantee.
- Nothing, if you are looking for a franchise. Enquiring is free for investors.
Subscriptions
A subscription includes every enquiry for your brands, including those below the bar, so there is no per-lead charge to dispute. Subscriptions can be cancelled at any time with effect from the end of the paid period; part-months are not refunded (see the terms). You can still tell us about a lead that looks fake — we investigate it the same way, and it helps us keep them off everyone's account.
Leads you can dispute
A pay-per-lead charge can be disputed when the lead was not a genuine, reachable enquiry:
- The contact details do not work — the email bounces and the phone number is not in service.
- It is a duplicate — the same person enquired about the same brand in the previous 30 days and you were already charged for them.
- The person did not make it — they tell you they never sent an enquiry, or it is plainly a test or spam.
- We made a mistake — the lead was charged although it was below the published bar.
These are not grounds for a dispute: the investor decided not to go ahead, stopped replying after a first conversation, changed their budget, or chose another brand. A lead is an introduction to someone who asked about your franchise; it is not a promise that they will buy one.
How to raise one
- Within 14 days of the lead being delivered.
- From your account → Leads, choose Dispute this lead on the lead. It opens the contact form with the lead's reference already filled in.
- Say which ground applies and include what shows it — a bounce message, the dates and times you called.
What happens next
- We reply within 5 business days.
- If the dispute is upheld, the charge for that lead is refunded to the original payment method or credited to your account, and we tell you which.
- If it is not upheld, we explain why, with what we checked.
- Every dispute is recorded against the source of the lead, so a pattern of bad leads from one place gets that place fixed, not just your invoice.
If you are the investor
If a brand contacted you about an enquiry you did not make, or you want an enquiry withdrawn, tell us through the contact form. What we hold about you, and how to have it deleted, is in the privacy policy.