Fulfillment Policy

At OutboundHero, we provide automated, high-volume cold email lead generation for commercial cleaning, janitorial, and facility services companies only. Our goal is to consistently deliver high-quality, exclusive commercial leads through cold email outreach. Please review the following terms regarding service fulfillment, guarantees, and cancellation. Each client's signed Services Agreement controls if it conflicts with these pages.

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Service Fulfillment

Fulfillment begins immediately following your onboarding call. During this call, we collect your targeting preferences, service areas, and other necessary information to begin outreach. By proceeding with OutboundHero, you acknowledge that fulfillment officially begins once the onboarding call is complete.

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Plans

Our service is a monthly subscription, billed in advance and month to month, with one monthly price per plan and no onboarding or start-up fees. We offer three plans:

• 5–10 quality leads per month: minimum of 5 guaranteed per billing cycle.
• 10–20 quality leads per month: minimum of 10 guaranteed per billing cycle.
• 20–40 quality leads per month: minimum of 20 guaranteed per billing cycle.

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Lead Guarantee

Each plan guarantees the minimum number of Quality Leads stated above every billing cycle. Leads are exclusive to you. Lead volume can often exceed the guaranteed minimum depending on factors such as service area size, business type targeting, and email deliverability performance.

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What Counts as a Quality Lead

A Quality Lead is a commercial prospect who has expressed Valid Interest in your services. For example, they ask a specific question about your services, pricing, availability, or capabilities; request a quote, proposal, walkthrough, call, or more information; describe a current or upcoming cleaning need; say they're unhappy with their current provider; or say they're evaluating or open to a new vendor. In addition, the prospect must be:

• within your service area,
• outside any industries you've excluded,
• looking for recurring service at least once per week (one-time-only or less-than-weekly work doesn't meet the standard criteria), and
• considering services within roughly the next three (3) months.

Building size, square footage, contract value, revenue, and budget are not Quality Lead criteria. If you choose to pursue a lead as a real opportunity (for example, by quoting it, scheduling a sales walkthrough, or negotiating terms), it counts as a Quality Lead even if it falls outside the standard criteria. A Quality Lead stays a Quality Lead if the prospect later goes quiet, declines, or doesn't convert.

The full definition and classification process are in each client's signed Services Agreement, which controls.

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Guarantee Credits

If we deliver fewer Quality Leads than your plan's guaranteed minimum in a billing cycle, you receive a performance credit:

• 5–10 plan (5 guaranteed): Quality Leads delivered 0–2 = 100% credit; 3–4 = 50% credit.
• 10–20 plan (10 guaranteed): Quality Leads delivered 0–5 = 100% credit; 6–9 = 50% credit.
• 20–40 plan (20 guaranteed): Quality Leads delivered 0–10 = 100% credit; 11–19 = 50% credit.

Credits are a percentage of that billing cycle's recurring service fee.

• How to claim: send a written request within three (3) business days after the billing cycle ends. Late requests are waived unless we agree otherwise in writing.
• Keep the Lead Tracking Sheet updated: to be eligible, keep your Client Lead Tracking Sheet up to date (statuses and notes for every lead, updated weekly) as described in your Services Agreement. The final count for each billing cycle is based on the leads properly documented in that sheet at the end of the cycle.
• How it's applied: the credit is a percentage of the recurring service fee for that billing cycle (it does not include pause fees, taxes, or other charges) and is applied to your next recurring service fee. Each billing cycle is evaluated on its own.
• If service ends first: if your agreement ends before an earned credit can be applied, we refund the remaining credit.
• Sole remedy: performance credits, applied to your next recurring service fee, are the sole remedy for a missed guarantee.
• If a client qualifies for a credit three (3) billing cycles in a row, we may end service with written notice. Any earned credit is still honored.

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Your Part

Leads are introduced by email with our team CC'd. To keep leads warm and your guarantee claims valid, respond to new leads promptly (your Services Agreement sets the response window), keep us CC'd on your first reply, and keep your Client Lead Tracking Sheet up to date.

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Service Agreement

All terms, including pricing, campaign scope, and billing, are confirmed in writing prior to onboarding. Email confirmation of terms is considered binding. Each client's signed Services Agreement controls if it conflicts with these pages.

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Payments and Refunds

Payments are non-refundable once fulfillment begins (this includes campaign build, lead sourcing, email warmup, and outreach activities), except for:

• a refund of any unused earned performance credit if your agreement ends before it can be applied, as described under "Guarantee Credits" above; and
• prorated refunds of prepaid fees for service after a cancellation takes effect, as described below.

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Cancellation and Pause

• Cancellation: service is month to month. To cancel, email us at least fifteen (15) days' written notice and join a brief recorded offboarding call during the notice period. Cancellation takes effect 15 calendar days after we receive your notice. You pay for service through that date, and any prepaid fees covering service after it are prorated by the day and refunded.
• What happens on cancel: the secondary domains and email inboxes used for your campaigns are deactivated, so replies to past campaign emails may no longer be received or forwarded. If you come back later, allow at least ten (10) days before the first new leads arrive.
• Pause: with our written approval, you can pause instead of canceling. A pause costs 10% of your monthly service fee per month and can last up to 90 consecutive days (unless we agree otherwise in writing). Your inboxes stay active in warm-up mode, and any interested replies that come in are forwarded to you at no extra charge. At the end of the pause, you either resume or cancel.

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No Guarantee of Closed Deals

While we guarantee a minimum number of Quality Leads, we do not guarantee appointments, walkthroughs, proposals, closed deals, revenue, or conversion rates. Results depend on multiple factors, including your responsiveness, sales process, and ability to convert interest into walkthroughs and contracts.

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Responsibility Disclaimer

OutboundHero is not responsible for deliverability issues or platform-related challenges beyond our control (e.g., domain blacklisting or client-side email inactivity). We will actively monitor your outreach system and assist in resolving any issues that affect lead delivery.