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.

Lead Terms v2 — 24 July 2026. These terms are between you and James Cooper, a sole trader trading as Coolhouse, of St Albans, Hertfordshire, United Kingdom, and apply to every lead we supply.

How you agree to these terms

A separate contract forms for each individual lead at the moment you accept it and pay via the Stripe payment link we send you. By paying, you agree to the version of these Lead Terms in force on that date (shown at the top of this page — currently v2, 24 July 2026). We’ll reference the version on the offer message; we recommend keeping a copy. Applying to the network, and being listed, doesn’t commit you to anything — you’re only ever bound for the specific leads you choose to pay for.

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.

Raise any claim within the 48-hour window, with your reasons. Whether a lead is invalid or materially different from what we offered is decided by us, acting reasonably and in good faith; our decision on a replacement or credit is final. We keep a record of how each lead was routed and offered, so these conversations are quick and evidence-based.

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.

Prices are exclusive of VAT. Coolhouse is not currently VAT-registered, so no VAT is added; if that changes we’ll add VAT and tell you before you next accept a lead. Stripe issues you a receipt automatically on payment. Payment buys the immediate release of the homeowner’s details and is non-refundable except under the guarantee above. Starting a chargeback for a lead we validly delivered — rather than raising it with us under the guarantee — is a breach of these terms, and we keep the acceptance and payment trail as evidence.

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.

Data protection — your obligations

When we pass you a lead, you receive a homeowner’s personal data (name, contact details, postcode and what they’re after). From that point you are an independent data controller for that information under UK GDPR, and you agree to:

• Use it only to quote for the enquiryNot for marketing, not for any other purpose, and never shared or re-sold to anyone else.
• Keep it secure and delete on requestStore it safely, keep it no longer than you need it, and delete it if the homeowner or we ask you to.
• Be registered and compliantMaintain your own ICO registration where required and handle the data lawfully. Each party is responsible for its own compliance.

If you suffer or suspect a data breach involving a Coolhouse lead, tell us at hello@coolhouse.uk without undue delay — and within 48 hours — so we can meet our own obligations. You should also give the homeowner your own privacy notice and use their details only to quote for and deliver the work they asked about.

Your promises to us

When you accept leads, you confirm that:

• you hold current, valid certification for the trades you take leads in (for example F-Gas / REFCOM for refrigerant work, MCS where relevant, Part P / a competent-person scheme for notifiable electrical work);
• you hold public liability insurance appropriate to the work, and will keep it in force;
• you will contact homeowners courteously and carry out any work competently, safely and lawfully.

You agree to indemnify us — that is, cover us — against any claim, loss, fine or reasonable cost we suffer arising from your work, your conduct towards a homeowner, or your handling of homeowner data. In plain terms: your dealings with the homeowner are yours, and if they go wrong that responsibility sits with you, not with Coolhouse.

Our liability to you

We sell you an introduction, not an outcome. We don’t warrant that any homeowner will respond, proceed, accept your quote, be creditworthy, or be pleasant to deal with — that’s the normal risk of quoting for work. We are not a party to, and accept no liability for, your dealings with or work for any homeowner.

Our total liability to you in connection with any lead — and in total across any rolling 12-month period — is limited to the fees you actually paid us for the lead or leads in question. Nothing in these terms limits any liability that can’t lawfully be limited (for example liability for death or personal injury caused by our negligence, or for fraud).

Ending the arrangement

There’s nothing to cancel — you’re only committed lead-by-lead. We may decline to send, or stop sending, you leads at any time, and remove you from the network, without liability, if we think that’s the right call (for example on repeated complaints or a broken promise above). Any fees already due stay payable, and the guarantee still applies to leads you’ve already paid for.

Changes to these terms

We may update these terms from time to time. The version that governs a lead is the one in force (shown at the top of this page) on the date you accept and pay for that lead. Older leads aren’t affected by later changes.

Which law applies

These terms, and any dispute arising from them, are governed by the law of England & Wales, and the courts of England & Wales have exclusive jurisdiction.

Contact

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