MY GOOD MOVERS - LEAD CREDIT, BILLING & REFUND POLICY

Last Updated: March 2026

This Lead Credit, Billing, and Refund Policy (“Policy”) governs how My Good Movers handles billing inquiries, disputes, lead-quality concerns, account credits, and refund requests for moving companies (“Movers”) using the My Good Movers platform (the “Platform”).

This Policy forms part of and is incorporated into the My Good Movers Terms of Service. Capitalized terms not defined here have the meaning assigned to them in the Terms of Service.

1. Purpose of This Policy

The purpose of this Policy is to establish a fair and transparent process for addressing billing inquiries and limited lead credit requests while preserving the integrity of the Platform’s lead-generation system.

Because My Good Movers operates as an online marketplace that transmits consumer inquiries to independent moving companies, the Platform cannot guarantee the outcome, responsiveness, or conversion of any lead.

Accordingly, refunds are strictly limited and are granted only in narrowly defined circumstances described in this Policy.

2. Nature of Leads Delivered Through the Platform

Leads delivered through the Platform originate from consumer submissions and are based on information voluntarily provided by users.

Due to the nature of consumer-initiated inquiries, My Good Movers does not guarantee:

• the accuracy or completeness of consumer-submitted information;
• that a consumer intends to hire a mover;
• that a consumer will respond to outreach;
• that the lead will convert into a booking;
• that the consumer will select a particular mover;
• that the consumer will not submit requests to multiple platforms.

The delivery of a lead to a mover constitutes fulfilment of the service purchased.

3. General Refund Policy

Unless expressly stated otherwise in this Policy:

• All subscription fees are non-refundable once the billing period has commenced.
• All lead purchases are final.
• Credits may be issued only in exceptional circumstances and solely at the discretion of My Good Movers.

Credits, where issued, are typically applied as account credit rather than cash refunds.

4. Time Limit for Credit Requests

To be considered for review, any lead credit request must be submitted within seven (7) calendar days of lead delivery. Requests submitted after this period will not be reviewed, regardless of the circumstances. This limitation exists to ensure that issues are raised promptly and can be investigated effectively.

5. Situations Eligible for Lead Credit Review

Movers may request a lead credit review only in limited situations, including:

Duplicate Lead Delivery

Where the identical consumer submission is delivered multiple times to the same mover within a short time frame.

Clearly Invalid Contact Information

Where the lead contains contact information that is demonstrably invalid at the time of delivery, such as:

• disconnected phone number;
• invalid email format;
• clearly fictitious data.

Test Submissions or Platform-Identified Spam

Where the lead is confirmed by My Good Movers to be:

• a test entry;
• a system-generated error;
• obvious automated spam.

Eligibility for credit review does not guarantee approval.

6. Situations That Do Not Qualify for Refunds or Credits

The following circumstances are not eligible for refunds or credits:

• the consumer did not respond to phone calls or emails;
• the consumer chose another mover;
• the consumer cancelled or postponed the move;
• the lead did not convert into a booking;
• the consumer was exploring pricing options only;
• the mover could not provide a competitive quote;
• the mover declined the job;
• the lead contained incomplete but usable information;
• the consumer submitted the inquiry to multiple platforms;
• the mover contacted the lead after a significant delay.

Marketplace leads are intended to create opportunities, not guaranteed transactions.

7. Credit Request Procedure

Movers requesting a credit review must submit a request through the designated Platform support channel.

Each request must include:

• the lead identification number;
• a clear explanation of the issue;
• any supporting evidence available.

Examples of acceptable evidence may include call records, screenshots, or system logs demonstrating the claimed issue. Incomplete or unsupported requests may be rejected without review.

8. Investigation and Determination

My Good Movers will review submitted credit requests using internal data, system records, and available evidence. All determinations regarding lead eligibility, validity, and credit issuance are made at the sole and reasonable discretion of My Good Movers. The Platform may request additional information from the mover during the review process. Failure to provide requested information may result in denial of the credit request.

9. Forms of Credit or Adjustment

If a lead is approved for credit, My Good Movers may provide one of the following remedies:

• replacement lead;
• account credit applied toward future leads;
• partial account credit.

Credits are issued at the Platform’s discretion and may not be exchanged for cash unless required by law. Credits may also be subject to expiration periods determined by the Platform.

10. Subscription Fees

Subscription fees provide access to Platform infrastructure, listing visibility, lead distribution systems, and related tools.

Because these services are provided immediately upon activation:

• subscription fees are non-refundable once the billing period has begun;
• cancellation affects only future billing cycles.

Cancellation does not entitle the mover to any pro-rated refund for unused time.

11. Prevention of Refund Abuse

To protect the fairness of the marketplace, My Good Movers actively monitors for misuse of the credit and refund process.

Activities that may result in denial of credit requests or account restrictions include:

• excessive or repeated disputes of legitimate leads;
• submitting unsupported or misleading claims;
• patterns of disputing large percentages of received leads;
• attempting to circumvent Platform billing rules.

Accounts engaged in abusive refund behavior may be suspended or terminated.

12. Chargebacks and Payment Disputes

Movers agree not to initiate chargebacks or payment disputes without first attempting to resolve the issue directly with My Good Movers.

If a chargeback is initiated:

• the mover remains responsible for the disputed amount;
• the mover may be responsible for chargeback processing fees;
• the Platform may suspend or restrict the mover’s account during the investigation.

Repeated chargebacks may result in permanent account termination.

13. Finality of Decisions

All credit determinations made by My Good Movers under this Policy are final. The Platform is not obligated to provide credits or refunds outside the situations described in this Policy.

14. Policy Updates

My Good Movers may update this Policy from time to time to reflect marketplace practices, operational improvements, or legal requirements. Updated versions will be posted on the Platform with a revised effective date. Continued use of the Platform constitutes acceptance of the updated Policy.