Complaints and credit claims

Draft policy · 8 October 2026 · Paid services have not launched.

Our standard remedy

Approved lead and advertising claims receive TON account credits. These are service credits, not cash payouts. Incorrect cash charges and any legally required refunds will be handled separately.

When a claim may qualify

• Invalid contact details with no working alternative.
• An unreachable advertiser: three reasonable contact attempts over three working days, using available methods, followed by TON verification.
• A verified false enquiry, duplicate charge, or a job already closed before purchase.
• Materially wrong trade, location or scope that made the lead unsuitable.
• A paid advert that TON failed to deliver: credit for the undelivered portion.

Another contractor winning the work, an unsuccessful quote or poor advertising results do not automatically qualify. We investigate the evidence and whether the service was valid when purchased.

How to report

Proposed reporting window: seven calendar days from purchase, with discretion for problems found later. Include the service reference, facts and dated contact attempts. Aim: acknowledge within two working days and decide within five working days once evidence is complete. You can request one review of a decision through the same case or hello@jointon.co.uk.

Before paid launch

Credit values, permitted uses and expiry will be stated before purchase. Automated credit issuance is not active. TON does not currently provide a funded guarantee for payments between customers and tradespeople.