Refund Policy

This Refund Policy applies to all lead generation services supplied by Sonos Digital and forms part of our Terms & Conditions. It covers credits and refunds for leads that do not meet the agreed definition and quality standard set out in your service agreement.

A billed lead qualifies for review if any of the following applies:

• The contact was disconnected, silent or unreachable at the point of delivery.
• The lead is a duplicate of another lead delivered and billed within the agreed deduplication window.
• The lead falls outside the agreed geography, product line or eligibility criteria.
• The contact details supplied are demonstrably invalid, or the prospect states they did not request contact.
• The lead was delivered outside the agreed delivery hours or in breach of an agreed volume cap.

A lead that meets the agreed definition is billable even if it does not convert. Failure to close, a prospect deciding not to buy, a prospect choosing a competitor, or a lead that goes cold because it was not followed up within the agreed response window are not grounds for a refund.

Any separately quoted one-off work — custom tracking implementation, bespoke creative production or integration development — is non-refundable once the work has been delivered, because it represents completed effort.

Submit disputes to maria@sonos.digital within 7 calendar days of the invoice date. Please include the lead reference, the date and time of delivery and a short description of the issue. Disputes raised after the window has closed may not be eligible for credit.

We acknowledge every dispute within one business day and complete our review within 5 business days. Our review looks at call recordings where available, routing and delivery logs, verification records and the criteria in your service agreement. We will share the reasoning behind our decision with you in writing.

Approved leads are credited at the per-lead rate you were charged. Credits are applied to your next invoice by default. Where no further invoice is due — for example if the engagement has ended — the amount is refunded to the original payment method within 10 business days of the decision.

Refunds are always made to the payment method used for the original transaction. We cannot pay refunds to a third-party account.

If the same quality issue recurs, we treat it as a campaign problem rather than a billing one. We will pause the affected traffic source, investigate the root cause and share a remediation plan with you before resuming delivery, in addition to crediting the affected leads.

We may update this policy to reflect changes in our services or the law, and the current version is always published here with its effective date. For anything relating to credits, refunds or billing, contact maria@sonos.digital.