Partner Terms of Service & Refund Policy

Last updated: July 2026.

Plain-English summary

• Once onboarded, our team books appointments on your behalf using the profile you provided.
• Reminders and initial outreach go out from our partner brand (National Grid Services) — never in your business's name — until the appointment is confirmed.
• You pay per booked appointment. Appointments that don't meet the criteria below are refunded or replaced under this policy.
• You can pause or stop new appointments any time. No lock-in, no minimum term.
• You agree to attend booked appointments, follow up in good faith, and hold the licences and insurance required for the work you sell.

1. Definitions

Partner means the onboarded business receiving booked appointments. Booked appointment means a qualified lead scheduled with the Partner via our booking team in a delivery channel the Partner specified during onboarding. Impressd Leads means the service supplier and National Grid Services means our partner brand used for lead outreach and reminders. Onboarding Profile means the details submitted through the onboarding form (business, service area, USPs, ideal customer, delivery channels, schedule, escalation, etc.).

2. What the service delivers

We contact leads sourced through our marketing channels, qualify them against the Onboarding Profile, and book confirmed appointments into the Partner's chosen delivery channels (SMS, email, calendar invite, phone hand-off, CRM push, or WhatsApp). We do not guarantee any specific volume of booked appointments.

3. Use of the National Grid Services brand

Until the appointment is confirmed with the Partner and handed off, the Partner authorises Impressd Leads to represent the enquiry under the National Grid Services partner brand — including for outbound calls, SMS, and email reminders sent to the lead. Communication from the Partner's own business begins at handoff.

4. Pricing & payment

Per-appointment pricing is set at the point of onboarding and disclosed in writing. Prices may be varied for prospective (not-yet-booked) appointments on 14 days' written notice. Invoices are issued weekly or monthly based on the Partner's billing preference. Payment terms are net 7 unless otherwise agreed.

5. Refund policy

We refund or replace (Partner's choice) any booked appointment that meets one or more of the following:

• Fake or fabricated — the lead does not exist or was created in bad faith.
• Outside the service area — the lead's job address falls outside the postcodes/suburbs the Partner specified in the Onboarding Profile (or inside a declared exclusion zone).
• Fails hard disqualifiers — the lead meets a disqualifier the Partner declared during onboarding (e.g. under minimum job value, renter without landlord consent, wrong property type).
• Wrong vertical / product — the lead is seeking a product or service the Partner does not sell.
• Duplicate — the same lead is booked more than once within a rolling 90-day window.
• No-show without valid contact — the lead does not attend AND cannot be re-contacted within 5 business days despite documented follow-up attempts by both parties.

To claim, email hello@impressd.co within 7 days of the appointment date with the appointment ID and a short description of which ground applies. We investigate within 3 business days and process any refund within 14 days of the outcome. Refunds are credited to the Partner's account by default, or paid back to the original payment method on request.

6. What is not refundable

• Appointments the Partner missed, cancelled, or arrived late to.
• Appointments where the Partner did not follow up per the cadence declared in the Onboarding Profile.
• Sales execution failures — the lead attended, met criteria, but did not buy.
• Appointments where the lead cancelled because the Partner changed pricing, warranty, or product terms after handoff.
• Appointments booked into hours or windows the Partner subsequently changed without notice.

7. Partner obligations

• Attend booked appointments on time and follow up per the cadence declared during onboarding.
• Hold and maintain all trade licences, accreditations, and insurance required for the work you sell.
• Keep the Onboarding Profile current — service area, availability, delivery channels, escalation contact.
• Honour consumer opt-out requests received via booked appointments within 5 business days.
• Not misrepresent the products or services in the Onboarding Profile.

8. Cancellation & pause

The Partner can pause new appointments at any time by emailing hello@impressd.co or messaging the escalation contact channel. Appointments already booked at the time of pause remain the Partner's responsibility to honour. There is no cancellation fee, no minimum term, and no lock-in.

9. Data & privacy

The Partner authorises Impressd Leads to use the Onboarding Profile — including USPs, testimonials, certifications, and Google review link — when speaking with leads on the Partner's behalf. Personal information about leads is handled under our Privacy Policy.

10. Liability

To the extent permitted by law, our aggregate liability for any claim arising from a booked appointment is limited to the price paid for that appointment. We do not exclude any non-excludable consumer guarantees under the Australian Consumer Law.

11. Termination

Either party may terminate on 7 days' written notice. Impressd Leads may suspend or terminate immediately for breach of clause 7 (Partner obligations), non-payment, or conduct that damages the National Grid Services brand or the trust of leads.

12. Governing law

These terms are governed by the laws of New South Wales, Australia.

13. Contact

Questions or refund claims: hello@impressd.co.