RateMatch Lead Refund Policy
Last updated 8 October 2026
1. Purpose and scope
1.1 This policy sets out when and how a Provider may challenge a Lead and receive a refund on the RateMatch platform.
1.2 It applies to every Provider and Distribution Partner using the Platform. It is published in the Platform footer and is accepted at sign-up and first login.
1.3 RateMatch means RateMatch AI Pty Ltd.
2. Definitions
| Term | Meaning |
|---|---|
| Platform | The RateMatch platform, including its matching engine, dashboards and APIs. |
| Provider | A business that receives and pays for Leads through the Platform. |
| Distribution Partner | A business that supplies consumers to the Platform and earns revenue from Leads. |
| Lead | A consumer who has been matched to a Provider's product by the Platform and has then chosen that Provider's product. |
| Rules | The knockout rules and targeting criteria a Provider has set in the Platform. |
| Delivery Timestamp | The date and time the Platform records delivery of a Lead to the Provider, in Sydney time. |
| Challenge Window | The 7 calendar days starting at the Delivery Timestamp. |
| Challenge | A refund request for a Lead, submitted through the Platform's challenge workflow. |
| Wallet | The Provider's prepaid balance in the Platform, from which Lead charges are deducted. |
| Settled Lead | A Lead that was not challenged in the Challenge Window, or whose Challenge was declined. |
3. Challenge window
3.1 A Provider has 7 calendar days from the Delivery Timestamp to challenge a Lead. Weekends and public holidays count. Business days are not used.
3.2 The Challenge Window closes exactly 168 hours after the Delivery Timestamp, measured in Sydney time.
3.3 A Challenge submitted after the Challenge Window closes will not be accepted, whatever the reason for the delay.
4. Valid grounds for a challenge
A Provider may challenge a Lead only on one of these grounds:
| Ground | What it means |
|---|---|
| Did not meet knockout rules | The information supplied for the Lead did not satisfy the Provider's Rules as set in the Platform at the Delivery Timestamp. |
| Wrong product | The Lead was delivered for a product the Provider does not offer or had not listed on the Platform. |
| Billing or activity pause issue | The Lead was delivered and charged while the Provider's account, campaign or billing was validly paused in the Platform. |
| Other | Any other reason. The Provider must describe it in the challenge workflow. RateMatch decides these at its discretion. |
5. Non-refundable leads
5.1 A Lead is not refundable if the information supplied for the Lead matched the Provider's Rules as they were set at the Delivery Timestamp.
5.2 A Lead is not refundable where the issue arises from the Provider's own setup or workflow, including:
- The Provider did not pause billing or activity in the Platform before the Lead was delivered.
- The Provider did not set up auto top-up correctly.
- The consumer could not be contacted.
- Errors in the Provider's API or integration.
- Errors on the Provider's landing page or website.
- Any other event occurring after delivery within the Provider's own systems or processes.
5.3 A Lead is not refundable where the issue was caused by an error in data supplied by a third-party data provider, while that provider is operating within the error tolerance in its service level agreement with RateMatch (up to 10%).
5.4 If third-party data errors exceed that 10% tolerance, RateMatch and the third-party data provider will carry out a review. Where the review confirms the tolerance was exceeded, RateMatch will credit the Provider's Wallet for the affected Leads.
6. Third-party data and credit information
6.1 The RateMatch matching engine matches the data it holds for each consumer against the Provider's Rules.
6.2 RateMatch relies on data from third-party data providers. RateMatch is not liable for errors, omissions or misinformation in that data.
6.3 RateMatch obtains credit information as an access seeker. It does not perform a hard credit enquiry and does not obtain a full credit file. A Lead is not refundable because a Provider's own credit enquiry later returns different or additional information.
7. How to submit a challenge
7.1 Every Challenge must be submitted through the challenge workflow in the Platform, within the Challenge Window.
7.2 RateMatch does not accept Challenges by email, CSV, spreadsheet, phone, messaging or any other channel. A request made outside the Platform is not a Challenge and does not pause or extend the Challenge Window.
7.3 The Provider must select a ground from clause 4 and complete every field the workflow requires.
7.4 There is no limit on the number of Leads a Provider may challenge.
8. Review and decision
8.1 RateMatch will review each Challenge and give its decision in the Platform within 7 calendar days of the Challenge being submitted.
8.2 The decision is one of two outcomes:
| Outcome | Effect |
|---|---|
| Approved | The price paid for the Lead is credited to the Provider's Wallet. |
| Declined | No credit is made. The Lead becomes a Settled Lead. |
8.3 Refunds are made as a Wallet credit only. Clause 11 covers withdrawing Wallet funds.
8.4 RateMatch's decision on a Challenge is final.
9. Settlement and Distribution Partner payouts
9.1 A Lead that is not challenged within the Challenge Window becomes a Settled Lead. The payment for it is final and is transferred to the Distribution Partner's balance.
9.2 A Distribution Partner may withdraw funds only for Settled Leads. Funds for a Lead still inside its Challenge Window cannot be withdrawn.
9.3 While a Challenge is under review, the funds for that Lead are held until RateMatch gives its decision, including where the review runs past the end of the Challenge Window.
9.4 If a Challenge is approved, the Distribution Partner receives no payment for that Lead.
9.5 Once a Lead is a Settled Lead, RateMatch will not claw back the payment from the Distribution Partner.
10. Wallet funding and ad serving
10.1 The Provider is responsible for keeping sufficient funds in its Wallet.
10.2 When a Wallet balance reaches zero, the Provider's ads stop being served to new consumers.
10.3 If the Provider has auto top-up enabled, the Wallet is topped up automatically by credit card or invoice and ad serving continues.
10.4 If auto top-up is not enabled, the Provider's ads stay off until the Provider adds funds to the Wallet.
10.5 RateMatch is not liable for Leads or revenue a Provider misses while its ads are not being served under this clause.
11. Wallet withdrawals
11.1 A Provider may request a withdrawal of available Wallet funds through the Platform.
11.2 RateMatch will process a withdrawal request within 14 calendar days.
11.3 Funds for a Lead under Challenge are not available for withdrawal until the Challenge is decided.
12. Liability, changes and governing law
12.1 RateMatch's total liability for any Lead is limited to the price the Provider paid for that Lead.
12.2 RateMatch may change this policy by giving 7 days' notice in the Platform or by email. The policy in force at a Lead's Delivery Timestamp applies to that Lead.
12.3 This policy is governed by the laws of New South Wales, Australia.
12.4 If this policy conflicts with another agreement between RateMatch and a Provider or Distribution Partner, this policy prevails on Lead challenges and refunds.