📢 Attention Thumbtack Pros! Refund Policy Not Being Followed! 🚨

DmytroKlynov

We rely on Thumbtack to provide quality leads, but what happens when their refund policy isn't being honored? Recently, we experienced an influx of bot-generated leads, resulting in over $1,000 in wasted ad spend. Despite meeting the refund criteria, our requests were denied.

🔎 Key Issues:
✅ Names in all lowercase, repetitive messages like "I renovate my home."
✅ Disconnected or fake phone numbers.
✅ 30+ identical leads in just 10-15 minutes.

📜 Thumbtack’s Own Policy States:
👉 Leads that violate the Terms of Use qualify for refunds.
👉 Invalid phone numbers qualify for refunds.
👉 Duplicate or fraudulent leads qualify for refunds.

Yet, our refund requests were rejected despite clear evidence. Why is the refund team ignoring Thumbtack’s own policies?

📢 We urge Thumbtack to:
✔️ Honor its refund policy and issue credits for bot leads.
✔️ Improve lead verification to prevent future spam.
✔️ Protect paying pros from fraudulent charges.

We love using Thumbtack, but this issue must be addressed to ensure fair business practices. Have you faced similar problems? Share your experience below!

DustiO

@DmytroKlynov aside from submitting a refund request, did you also "report" these leads? If not, I would advise doing so, especially if you believe these are spam leads. Let me know if you've done that. Thanks!

DustiO

I just took a look at your payments page and it looks like the vast majority of those leads were refunded - see screenshots below. If the others you feel should qualify, I would also recommend reaching out via the new refund disputes team at refunddisputes@thumbtack.com

DustiO

Did a little ore digging and wanted to share quickly the reasoning behind the refund denials and then the refunds coming through: Our refunds team reviews refund requests on a lead by lead basis (so when reviewing an individual lead they may not see anything suspicious), however our Trust and Safety team has a different process that can detect spam leads and refund them - those are 2 separate processes. I would recommend always reporting suspicious leads and checking your payments page to check if any additional refunds have come through.

DmytroKlynov

Refund team solved a problem!