This Refunds & Credits Policy explains how credits, lead packs, refunds, and promotional offers work on the OnTheLadder platform. By purchasing or using credits, you agree to this policy.
1. Credits & Lead Access
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 opportunities, not guaranteed clients, contact outcomes, or conversions.
2. No Refunds on Spent Credits
Credits that have been spent are non-refundable.
Once a lead has been accessed or delivered, the credit is considered used regardless of: Whether the client converts Whether the client responds Whether the opportunity progresses The quality or suitability of the lead
3. Lead Quality & Expectations
OnTheLadder does not guarantee: Client responsiveness Accuracy or completeness of submitted information That a lead will result in business
All leads are generated from user-submitted data. Brokers accept natural variation in lead quality when using the platform.
4. Invalid Leads (Credit Replacement)
In cases where a lead is clearly invalid, OnTheLadder may, at its discretion, issue a replacement credit.
Examples may include: Duplicate leads already purchased Clearly fake or spam submissions Incorrect or unreachable contact details
Credit replacements: Are issued as account credits only (not cash refunds) Must be requested within a reasonable timeframe Are subject to review and approval
OnTheLadder reserves full discretion in determining eligibility for replacement.
5. Promotional & Free Credits
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 at any time May expire where specified
6. Unused Purchased Credits
Unused purchased credits: Remain on your account until used (unless stated otherwise) Are non-transferable Are non-refundable except where required by law or at our discretion
OnTheLadder is not obligated to refund unused credits.
7. Abuse & Misuse
OnTheLadder reserves the right to: Refuse credit replacement requests Suspend or terminate accounts
In cases of: Refund abuse or manipulation Repeated or unjustified claims Misuse of credits or platform systems Breach of Terms & Conditions
8. Changes to This Policy
We may update this policy at any time. Continued use of the platform constitutes acceptance of the latest version.
