Replacement, Refund & Cancellation Policy

This policy applies to Property Owners, Service Professionals, lead buyers, Prime Membership subscribers, Lead Plan purchasers, and users paying for property requirement postings or renewals. It explains what happens after a digital marketplace purchase and how NebourHood handles eligible replacement, refund, payment and cancellation requests.

It works together with the Terms & Conditions, Privacy Policy, Community Guidelines, and the product, pricing and checkout information displayed when you transact. If a live checkout provides transaction-specific commercial details, those details should be read with this policy and must not reduce non-excludable statutory rights.

These defined terms keep the NebourHood replacement policy and refund rules consistent across lead purchases, plans and memberships.

Property Owner

A user who posts or manages a property-related requirement on NebourHood.

Service Professional

A user or business offering interior design, architecture, construction or related property services.

Property Requirement Lead

Information submitted by a Property Owner about a potential property project or service requirement.

Shared Lead

A lead that may be purchased by up to three eligible Service Professionals while stock remains available.

Non-Shared Lead or Exclusive Lead

A lead intended for allocation to one eligible Service Professional under the product rules displayed at purchase.

Lead Plan

A prepaid plan through which a Service Professional may select an included number or type of eligible leads during its validity.

Prime Membership

A Service Professional membership providing the current benefits described on the Prime Membership page.

Replacement Lead

A lead selected using replacement access issued after an approved replacement request.

Plan Activation

The date and time from which a Lead Plan becomes usable.

Pending Activation

A purchased Lead Plan waiting to become usable while another eligible plan is active.

Transaction Details

The account records where users can review purchases, lead selections, plan status and related information.

This policy may apply to Shared individual Property Requirement Leads, Non-Shared or Exclusive individual leads, eligible bulk Lead Plans, the current Tiger Lead Plan series, Prime Service Professional Membership, paid Property Owner postings or renewals, and other digital marketplace purchases clearly shown as eligible at checkout.

One Shared Lead may be purchased by a maximum of 3 eligible Service Professionals, provided the displayed stock remains available. Shared access is not exclusive, and several professionals may contact the same Property Owner.

• Stock can change in real time and may be exhausted before checkout completes.
• A purchase does not guarantee a reply, meeting, quotation, selection or project.
• Lead information must not be resold, transferred, published or used for unrelated solicitation.
• Users must follow respectful contact and privacy rules.
• Availability ends when the lead expires or its stock is exhausted, whichever occurs first.

A Non-Shared or Exclusive Lead is intended for allocation to one eligible Service Professional under the rules displayed at purchase. The lead becomes unavailable through NebourHood once that permitted allocation completes.

Exclusivity applies only to NebourHood’s own allocation. It does not promise that the Property Owner has not contacted professionals elsewhere, and it does not guarantee a project. Lead details remain non-transferable and must not be resold.

Shared Lead and Exclusive Lead comparison

A Lead Plan is a prepaid digital plan allowing a Service Professional to select the eligible lead type and maximum quantity shown for that plan during its validity. Selection always depends on current lead availability; buying a plan does not reserve particular leads.

Prime Membership is linked to one Service Professional account, is non-transferable and begins when activated. Current benefits may include eligible lead or plan savings, a Prime professional profile, project uploads, priority visibility, community participation, analytics, collaborations and growth resources, as described on the Prime Membership page.

Benefits and eligibility may change for future purchases. Membership validity is determined by the purchased plan, and expired discounts stop applying after expiry. Prime Membership does not guarantee leads, conversion, revenue, ranking, enquiries or project success.

A lead remains available only until its displayed validity ends or its available allocation quantity is exhausted, whichever happens first. Validity may begin when a requirement is posted or renewed, and availability can change between viewing and checkout.

NebourHood may withdraw a lead because of user withdrawal, suspected fraud, duplication, moderation or another platform-safety concern. Removal is not a statement that every lead has been independently verified.

Each Lead Plan has its own validity, normally determined by its activation date, stated number of days, included lead count and any expiry conditions displayed at purchase. Usability also depends on eligible leads being available.

Before paying, review the plan name, price, included benefit or lead quantity, validity, activation rule, tax information and any replacement or refund note. The policy does not override more favourable mandatory rights and should not contradict the live checkout.

Active means the plan is currently usable. Pending Activation means it has been purchased but is waiting while another eligible plan is active. Expired means its validity or included usage has ended.

The product data model supports one active eligible Lead Plan and a Pending Activation queue. A later plan may wait until the active plan ends or its included leads are used. The final activation order and date shown in My Plans controls your account.

Subject to the eligibility rules below, a Service Professional may submit one replacement request for an eligible purchased or selected original lead. If approved, the Service Professional may receive access to select up to 2 eligible Replacement Leads.

One eligible original lead can produce one approved request. Replacement Leads cannot be replaced again, selection depends on available stock, and replacement access does not guarantee project conversion.

• ✓The original lead was purchased or selected through an eligible NebourHood product.
• ✓The request is submitted within 45 days of that lead’s purchase or selection record.
• ✓No earlier replacement request has been used for the same original lead.
• ✓The original lead is not itself marked as a Replacement Lead.
• ✓The account remains active and compliant with platform rules.
• ✓The original transaction is available in the account history.
• ✓The request is submitted through the supported My Leads workflow.

The implemented workflow recognises Shared individual leads, Non-Shared individual leads and eligible leads selected through supported bulk plans. Eligibility flags recorded against a transaction control whether the Initiate action is available.

The current account path is shorter than the legacy Profile and Transaction Details path:

1. 1Log in to NebourHood
2. 2Open My Leads
3. 3Find the eligible original lead
4. 4Select Initiate in the replacement area
5. 5Review the transaction shown
6. 6Submit the request

The replacement area displays the initiation and approval dates when available. If an eligible transaction does not show the Initiate action because of a technical issue, contact NebourHood support and include the Order ID and lead details.

NebourHood may compare the submitted request with the account history, original Order ID, lead record, eligibility flag, purchase date and prior replacement status. The result may appear in the account dashboard or be sent to the registered email.

After approval, a user may select up to two eligible Replacement Leads if that credit count is issued to the account. Replacement selection remains subject to displayed lead type, availability and the replacement validity recorded in the account.

• The intended selection window is 45 days from approval, as reflected by the validity shown in the account.
• Unused access expires after its recorded validity.
• Replacement access has no cash value and cannot be transferred or exchanged for a refund.
• Replacement Leads are marked in the purchase history and cannot be replaced again.
• Where the account permits, credits may be used separately during the active window.

A failed conversion alone is not listed as a reason to reject an otherwise eligible NQA request. The replacement and refund tests are separate.

NebourHood lead information, Lead Plans and Prime Membership are digital services. Except where applicable law requires otherwise or this policy expressly provides an exception, completed purchases are generally non-refundable after lead information is delivered, a lead is selected, a plan is activated or membership benefits are made available.

A refund is not normally due only because a Property Owner did not respond, no meeting occurred, a quotation was rejected, the professional was not selected, the requirement was postponed or cancelled, the lead did not produce revenue, or the user did not use an active plan or membership. Conversion depends on user decisions and circumstances outside NebourHood’s control and is not guaranteed.

A first property requirement posting may be free where the current Property Owner flow says so. Additional postings, renewals or promoted digital services may be chargeable, and their current price and benefit must be displayed before payment.

A paid digital posting is generally non-refundable after publication or activation, except where required by applicable law or where NebourHood confirms a qualifying payment or technical failure. NebourHood does not guarantee a fixed number of professional responses, quotations, appointments or completed projects.

Contact support promptly for a duplicate payment, an amount debited without a recorded transaction, a failed payment that was debited, missing lead access, an incorrect plan or lead type, an unauthorised transaction, a technical access failure, payment gateway reversal or tax-invoice issue.

NebourHood will review relevant platform and payment records. If a correction is approved, the outcome may be re-delivery, restored access, transaction correction, account credit, replacement or refund as appropriate. Refund timing can depend on the payment provider and banking system.

A completed digital purchase generally cannot be cancelled after lead details become accessible, a lead is selected, a Lead Plan is activated, Prime benefits become active, a paid requirement is published or a renewal completes. Failed or incomplete payment attempts are not completed purchases.

Purchase or selection details may appear in account records and may also be sent to the registered email. Keep invoices, Order IDs and payment references, review access promptly, and report any mismatch without unnecessary delay.

NebourHood may use limited checks such as mobile OTP verification, form-completeness checks, duplicate detection, basic moderation and category matching. These checks do not mean that every user, lead, property or project has been independently verified.

OTP verification confirms access to the submitted phone number at the time of verification. It does not independently confirm identity, property ownership, budget, project readiness, professional credentials or financial ability.

Your due diligence

Before entering an agreement, independently check identity, business credentials, licences, portfolio ownership, property ownership, project scope, quotations, contracts, payment terms and site conditions.

Account security

Use a strong password, do not share OTPs or account access, review transaction history, and report suspicious activity or unauthorised purchases. The reviewed product does not provide a basis to promise two-factor authentication beyond the currently implemented sign-in and OTP flows.

NebourHood is primarily a technology marketplace that facilitates connections between Property Owners and Service Professionals. Unless a separate written service expressly says otherwise, NebourHood does not execute projects, prepare or control quotations, or become a party to contracts between users.

NebourHood does not guarantee lead conversion, workmanship, project timelines, payments between users, or acceptance of an offer. Users are responsible for negotiating and documenting scope, price, taxes, payment schedule, materials, deliverables, timeline, cancellation, warranty and dispute resolution.

NebourHood may update this policy as products, workflows or legal requirements change. The Last Updated date and version will change when a new policy is published, and material changes may be communicated through email, an account notice or a website notice where appropriate.

Updated rules apply from the displayed effective date. Existing transactions may remain governed by the terms and disclosures shown at purchase where required by law or the transaction record. Users should review the current version before making a new purchase.

These answers summarise the full NebourHood refund policy, replacement policy and cancellation policy. The numbered sections above provide the complete rules.