Effective Date: 27 April 2026
Website: www.ontheladder.net
Contact: hello@ontheladder.net
This Refunds & Credits Policy explains how credits, lead packs, replacements, refunds and promotional offers work on the OnTheLadder platform. By purchasing or using credits, you agree to this policy.
OnTheLadder operates a credit-based system, also referred to as lead packs. Brokers purchase credits in advance, which are used to access client enquiries.
A credit is considered spent when a lead is either:
Manually unlocked by the Broker; or
Delivered as part of a lead pack or campaign.
Credits provide access to potential client opportunities, not guaranteed clients, contact outcomes or conversions, subject to the lead replacement provisions in Section 4.
Credits that have been spent are non-refundable, except where required by law or at our discretion.
Once a lead has been accessed or delivered, the credit is considered used regardless of whether:
The client converts;
The client responds, subject to the replacement provisions in Section 4;
The opportunity progresses; or
The lead results in business.
OnTheLadder does not guarantee that:
A lead will convert into a client;
A lead will progress to a mortgage application or completed transaction;
A lead will meet every Broker’s individual preferences or commercial criteria.
All leads are generated from user-submitted data. Brokers should expect natural variation in lead quality, responsiveness and suitability.
However, leads that meet the fully uncontactable criteria in Section 4 may qualify for a credit replacement.
OnTheLadder may issue a replacement credit for a lead that is clearly invalid or fully uncontactable, subject to the conditions below.
Fully uncontactable leads
If a Broker has been unable to contact a lead after making at least five contact attempts over a period of seven days, using phone calls, text messages and email, the Broker may request a replacement credit.
To qualify:
At least five contact attempts must have been made over the seven-day period.
Attempts must use the available contact methods appropriate to the lead, including phone, text and email where contact details are available.
The Broker must make genuine, reasonable attempts to reach the lead.
The Broker must request the replacement and provide reasonable evidence of the contact attempts if requested by OnTheLadder.
Other invalid leads
A replacement credit may also be issued for:
Duplicate leads already purchased by the same Broker;
Clearly fake or spam submissions;
Incorrect or invalid contact details that prevent contact.
Replacement conditions
Approved replacements are issued as account credits, not cash refunds.
Replacement requests must be submitted within a reasonable timeframe.
Each request is subject to review against the criteria in this policy.
A replacement credit can be used to access another lead in accordance with the platform’s normal credit rules.
A lead is not eligible for replacement solely because the client does not proceed, does not qualify for a particular mortgage product, chooses another adviser, or is commercially unsuitable for the Broker.
From time to time, OnTheLadder may offer promotional or free credits.
Promotional credits are:
Non-refundable and non-transferable;
Without cash value;
Subject to change or withdrawal where permitted by law;
Subject to any expiry conditions communicated when offered.
Unused purchased credits remain on the Broker’s account until used, unless otherwise stated.
Unused purchased credits are non-transferable and non-refundable, except where required by law or at our discretion.
OnTheLadder is not obligated to refund unused credits outside these circumstances.
OnTheLadder reserves the right to investigate replacement requests and take appropriate action, including refusing claims that do not meet the policy criteria or suspending or terminating accounts where appropriate, in cases involving:
Refund or replacement abuse;
Repeated or unjustified claims;
Misuse of credits or platform systems;
Breach of the platform’s Terms & Conditions.
OnTheLadder may update this policy from time to time. Changes will apply in accordance with applicable law and any relevant contractual requirements. The applicable policy will be made available on the website.
Email: hello@ontheladder.net
Website: www.ontheladder.net
