Our Commitment
We believe in fair billing. You should only pay for leads that match your service and service area. This policy outlines when credits are issued and how to request them.
When Credits Are Issued
Automatic Credit (No Request Needed):
- Calls under 30 seconds with no voicemail
- Obvious spam or robocalls detected by our system
Credit Upon Request:
- Caller requested a service you don't offer
- Caller location is outside your service area
- Caller is a solicitor, recruiter, or salesperson
- Caller is a competitor or another contractor
- Wrong number or misdial
- Duplicate call from same customer about same issue
When Credits Are NOT Issued
- Caller was a valid prospect but didn't book (price shopping)
- You missed the call and they went with a competitor
- You didn't like the customer's attitude
- The job was too small
- You were unable to serve them due to your own scheduling
- The customer cancelled after booking with you
How to Request a Credit
- Log into your dashboard at proaxis.com/dashboard
- Find the call in your call history
- Click "Request Credit"
- Select the reason from the dropdown menu
- Add any additional notes (optional)
- Submit
We review all requests within 24 hours. If approved, the credit is applied immediately to your account balance.
Credit Request Time Limit
Credit requests must be submitted within 7 days of the call. After 7 days, calls are considered final and no credits will be issued.
Account Balance Refunds
If you choose to close your account, remaining prepaid balance is refundable. Refunds are processed within 5-7 business days to your original payment method. A $25 processing fee may apply to refunds under $100.
Disputes
If you disagree with a credit decision, you may appeal by emailing billing@proaxis.com with the call ID and reason for appeal. We'll have a senior team member re-review the call within 48 hours.
Contact Us
Questions about credits or refunds?
Email: billing@proaxis.com
Phone: +1 323 772 5377