Lead terms & quality guarantee

You’re buying something specific from us, so here it is in writing — what a valid lead is, what exclusive means, and exactly what happens when a lead is bad. No small print games.

Last updated: 8 July 2026 · These terms apply to leads supplied by Coolhouse (operated by James Cooper, St Albans).

What you’re buying: a valid, exclusive lead

A valid lead is a named homeowner (or imminent buyer) who has asked for a quote for work you do, in an area you told us you cover, with a working phone number and email, who consented to being contacted by their matched installer. Where we’ve spoken to the homeowner to verify the enquiry, we’ll say so when we offer it.

Exclusive means exclusive: each lead is sold to exactly one installer per trade. We do not resell it, auction it, or “also share it with a couple of others.” If the homeowner asks us for a re-match (because your quote wasn’t right for them), that is a new introduction for the homeowner — you will never be charged again in connection with it, and we’ll tell you it happened.

How offers work

• Summary first. We offer you an anonymised summary (trade, area, job shape, timeframe) and the price. You accept or pass — no fee for passing.
• Accept window. Offers stay open for 2 hours (leads decay fast — that protects you as much as us). If you pass or time out, we may offer it to another installer.
• Pay, then full details. On acceptance you pay via a payment link; we then release the homeowner’s full contact details to you alone, and tell the homeowner your company will be in touch.
• Contact promptly. We ask you to make first contact within one working day — speed is most of the value of exclusivity.

The guarantee: replace or credit, no argument

If within 48 hours of delivery — or your first business day back, whichever is later — a lead turns out to be any of the following, we replace it with the next suitable lead or credit you the full price, your choice. A dead phone number or a non-homeowner qualifies automatically — no judgement call, no debate:

• the phone number is dead or the person is unreachable after reasonable attempts;
• the person is not the homeowner (and not an imminent buyer);
• the property is outside the coverage area you gave us;
• it duplicates a lead you already hold from any source (show us, we’ll take your word once verified);
• the enquiry is fake, spam, or materially different from the summary we offered.

What the guarantee doesn’t cover: the homeowner choosing not to proceed, choosing a different quote, or being slow to decide — that’s the normal risk of quoting, and it’s why we qualify timeframe and ownership before we sell.

Money

No joining fee. No subscription. No minimum volume. No contract lock-in. You pay per accepted lead at the price agreed with you up front, by payment link at acceptance. Prices vary by trade and job size and will always be stated on the offer.

Conduct both ways

We promise: honest summaries, no resold “exclusives”, and disputes settled quickly and in good faith. We ask: contact leads promptly and courteously, don’t re-sell or share lead data (it’s personal data under UK GDPR — treat it accordingly and delete it on request), and tell us the outcome (quoted / won / lost) — outcome feedback is how the matching gets better for you.

Contact

hello@coolhouse.uk — disputes are usually resolved same-day.