Refund and Lead-Quality Policy

hairlinq.com (HairLinQ, a brand of ScalarRatio LLC) Last updated: 4 September 2026

This policy explains when a clinic can claim a credit-back for an Accepted Lead. It forms part of the Clinic Terms, and uses the definitions in those terms. HairLinQ is a brand of ScalarRatio LLC.

1. What you pay for

You are charged Credits only for an Accepted Lead, meaning a Lead for which the prospective patient has opted in to receive your quote. You are never charged for a Lead a prospective patient does not opt in to.

2. What qualifies for a credit-back

You can claim a credit-back if an Accepted Lead is:

• a duplicate of another Accepted Lead you already received for the same prospective patient;

• fraudulent or fake (for example, a deliberately false submission);

• invalid, because the contact details provided are non-functional and the prospective patient cannot be reached through them; or

• out of scope, because it plainly does not relate to a hair-transplant enquiry.

3. What does not qualify

The following are normal outcomes and are not grounds for a credit-back:

• the prospective patient chose another clinic, or did not book with you;

• the prospective patient did not reply, or stopped replying;

• the prospective patient changed their mind or postponed;

• you did not respond in time; or

• the quote was not accepted on price or other terms.

Leads are opportunities, not guaranteed bookings, and we do not guarantee any conversion rate.

4. How to claim

Submit your claim within 14 days of receiving the Accepted Lead, through your clinic account or our contact form at hairlinq.com/contact. Tell us which Lead is affected and why it qualifies under section 2. Claims made after 14 days may not be considered.

5. How we handle claims

We review each claim fairly, objectively, and without undue delay. If your claim qualifies, we return the Credits to your account, normally within 14 days of receiving a complete claim. Credit-backs are made in Credits only. We do not give cash refunds. Returned Credits roll over and are subject to any expiry period in the Clinic Terms or Price List.

6. Fair use

If we receive repeated claims that are manifestly unfounded, or claims made in bad faith, we may review your account and limit further claims. We will tell you if we do so.

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ScalarRatio LLC (operator of HairLinQ) Contact: hairlinq.com/contact