Need a lead refund?

At a glance

Opportunity Credits provide purchasing power for approved Uncle Kam Marketplace opportunities. They are separate from client-service payments, Tax Pro earnings, subscriptions, software purchases, tuition and the platform fee.

This policy describes Marketplace credit purchases and reviews. It does not replace a signed agreement, an applicable written promotion or rights provided by law. The 30-day opportunity-review window does not set a deadline for a card-provider dispute or a legally protected claim.

Purchased, bonus and restored credits

Purchased Opportunity Credits

Credits you buy for opportunity access. They have no automatic expiration, cannot be transferred to another account, and are not a bank balance or withdrawable earnings. A cash refund of the underlying payment is considered separately under the limited funding-refund rules below.

Bonus Opportunity Credits

Promotional purchasing power attached to a specific written offer. Bonus credits expire 90 days after issuance unless that offer discloses a different expiration. Available bonus credits are used before purchased credits unless the written offer specifies otherwise. They are non-transferable and are not redeemable for cash, subscriptions, software or tuition.

Restored Opportunity Credits

Credits returned after an approved opportunity review. The adjustment identifies the opportunity, review decision and amount. A restoration is not a new cash payment or permission to transfer credits. The decision should identify the purchased or bonus origin and any applicable bonus expiration.

Funding is separate from spending

Funding packages are $250, $500 and $1,000. No package is smaller than $250; additional packages may be purchased. These are dollar funding amounts, not a guaranteed number of opportunities or clients. Review the exact dollar total, credits received and any separately stated bonus before paying.

The 30% platform fee applies to client payments for Uncle Kam-supplied clients only. This sourcing fee does not apply to clients you bring yourself. Opportunity Credits, that fee and any separately agreed subscription charges are different items.

Request a lead refund for a specific problem

An opportunity review investigates a verified Marketplace-quality or platform issue. Securing an opportunity does not guarantee a response, a client engagement, revenue or profit. Review requests are assessed using the offer and the facts at the time of acceptance.

• Materially unusable contact information: a supplied phone number or email is wrong, disconnected or otherwise unusable, and the problem prevents reasonable contact.
• Duplicate delivery or deduction: the same taxpayer request was delivered or charged twice. Identify both opportunity or transaction references.
• Access not delivered: credits were deducted but the secured record or contact details were not released.
• Routing or platform error: the opportunity materially contradicted the accepted offer or the eligible preferences and safeguards in effect at acceptance.
• Invalid or materially misrepresented request: the facts support a fraudulent, nonexistent or substantially misdescribed taxpayer request.

What does not qualify by itself

• A taxpayer does not respond or chooses another professional.
• The engagement does not close or is less profitable than expected.
• Your capacity or preferences change after acceptance.
• You knowingly accepted work outside your services, jurisdiction or capacity.
• There is no supporting evidence for the reported problem.

A settings mismatch is not an automatic denial if Uncle Kam routed or accepted an opportunity contrary to your saved settings. A documented duplicate or platform failure does not require an unnecessary outreach attempt simply to establish the error. For contact-quality concerns, include relevant dates and the actual result of reasonable outreach.

The 30-day lead-refund window

Submit your opportunity-review request within 30 days of securing the opportunity. Include the secured date, opportunity reference and reason for review. A request opens an investigation; it does not automatically approve a restoration or refund.

If an account-access or platform problem prevented timely submission, contact support as soon as possible and describe what happened. Support will review the circumstances. This does not promise a late exception or shorten any applicable legal or payment-provider right.

Ask for a lead refund

1. Open Opportunities > Secured and identify the affected record. Keep the opportunity reference, secured date and any matching credit-history entry.
2. Email support@unclekam.com from your account email. Use the subject “Marketplace opportunity review - [opportunity reference]”. Include a short factual summary and the outcome you are asking the team to review.
3. Provide dates, the specific incorrect detail or error, and relevant outreach results. A cropped and redacted screenshot can help when it shows the issue.
4. Keep your sent message and any acknowledgement or case reference. If access to the account is blocked, say so in the message; do not send passwords or one-time codes.
5. Follow up in the same conversation. Read the decision, then separately verify any completed adjustment in Marketplace credit history.

Protect taxpayer information

An ordinary review request should use record identifiers and a short explanation. Do not send tax returns, full taxpayer files, Social Security numbers, bank-account numbers, payment-card details, passwords or one-time codes in a general support email.

If more sensitive evidence is necessary, ask support for the approved secure channel and the specific information required. Crop unrelated client information from screenshots before sharing.

Understand the outcome

The decision should explain whether the issue qualifies, the reason, and any approved adjustment. An approved lead refund returns Marketplace purchasing power. It does not by itself refund a card payment or reverse a client-service invoice.

If the outcome appears incorrect, reply in the same case with the specific error or new evidence and request reconsideration. A good-faith request or a declined review alone does not forfeit purchased credits or permanently suspend an account.

For repeated requests that lack necessary information, support may explain the criteria, ask for relevant evidence or arrange a documented manual review. Account-protection measures must be tied to the facts and explained; requesting a review is not itself misconduct.

When a funding payment can be reviewed

A completed credit purchase is not generally cash-refundable merely because you change your mind, do not use the credits, do not win a client or leave the Marketplace. Purchased credits remain subject to the no-automatic-expiration and retained-balance rules. The proposed repeated off-platform violation exception is described below.

Request a funding-payment review for a duplicate charge, a confirmed processing error, an unauthorized payment concern, or an applicable legal or written-contract exception. A successful payment with missing credits may be resolved by completing the original credit grant, or by an approved payment refund where appropriate.

If a payment refund is approved, it is normally returned through the original payment method. If that refund fails or the payment provider requires a different process, Finance will coordinate an approved resolution. Do not email card or bank details to arrange an alternate refund.

Bonus credits have no separate cash redemption value. A restoration does not create a separate cash payout. Any refund due under law, the applicable contract or an approved funding-payment exception is handled against the underlying payment, not by converting a promotional balance to cash.

A card dispute is a separate process

A card-provider dispute or chargeback follows the payment-provider process, alongside Uncle Kam’s Finance review. You do not have to give up applicable cardholder or legal rights to ask Uncle Kam for help. Uncle Kam does not decide the issuer’s final dispute outcome.

While a disputed funding payment is investigated, Uncle Kam may temporarily pause new funding or opportunity acceptance when reasonably needed to protect the account. This may include Auto-Accept. A dispute alone does not automatically delete your account history or forfeit unrelated purchased credits.

Support and relevant case information should remain accessible. If security measures restrict login, use support@unclekam.com for help and an alternative way to request relevant records. Active client-service payments and payouts are separate; this article does not define their dispute or hold rules. Stripe-related processing or payout adjustments can also be separate from Opportunity Credits and the Uncle Kam 30% sourcing fee. Read the payout and Stripe-fee guide →

When the payment review ends

• If payment is upheld, temporary restrictions can be reviewed for removal when the reason for the restriction is resolved.
• If payment is reversed, unused credits traceable to that payment and linked unused bonus credits may be reversed. The account record should show the reason and affected transaction.
• If the credits were already spent, Finance reviews the payment, usage and applicable terms before deciding next steps. This policy does not authorize an automatic new card charge or a deduction from unrelated client earnings.
• If a refund, restoration and card dispute concern the same event, tell support. Finance reconciles the related records to avoid applying the same remedy twice.

What happens when you leave

Unused purchased credits have no automatic expiration and remain recorded after an ordinary pause or closure. Cancellation alone does not convert them to cash, transfer them to another account or forfeit them. Using a retained balance later may require reactivation, verification and continued Marketplace eligibility. Under the proposed policy, a second separately confirmed off-platform violation after a first written warning is a specific exception: permanent platform removal and forfeiture of unused purchased credits without refund, to the extent permitted by applicable law and the agreement governing those credits. See the on-platform work policy for evidence review, notice and reconsideration.

Bonus credits keep their applicable expiration dates while the account is inactive unless the written promotion says otherwise. An account pause does not convert a promotional balance into purchased credits.

Account closure, pausing new opportunities, cancelling a subscription and withdrawing from a client engagement are different requests. State which one you want and obtain confirmation of its scope and effective time. Existing engagements, payment obligations and any separate cancellation terms still need to be addressed.

Uncle Kam retains relevant purchase and credit-ledger records under its record-retention and privacy requirements. Closing an account does not mean those records are silently erased. Retention does not promise unlimited interactive account access or indefinite storage of every uploaded document.

Budgets and automatic acceptance

Auto-Accept is available and weekly budgets are enforced spending caps. Buying a funding package does not enable Auto-Accept, raise the weekly cap or enable automatic card refills. Auto-Accept and SMS purchase approval are separate choices.

Turning off automatic acceptance stops future automatic decisions once the change takes effect; it does not unwind completed opportunity purchases. If a purchase appears to have happened after a pause or outside your authorized settings or cap, request a review with the event time and record reference.

A pending review is not a completed credit adjustment. Do not assume a returned credit automatically creates additional spending headroom within the same week; credit balance and weekly spending usage are separate records.

Account protection and fair treatment

For documented fraud, security, payment, legal or material policy concerns, Uncle Kam may apply proportionate safeguards while reviewing the facts. The notice should explain the scope, reason and support path, except where disclosure is restricted by law or a security need.

A good-faith complaint, review request or account cancellation alone is not a reason to confiscate purchased credits. Any final restriction or exceptional balance adjustment needs a specific contractual or legal basis, an explanation of affected records and a way to request reconsideration.

Repeated off-platform violations

Under the proposed policy, a second separately confirmed off-platform violation after a first written warning is a specific exception: permanent platform removal and forfeiture of unused purchased credits without refund, to the extent permitted by applicable law and the agreement governing those credits. See the on-platform work policy for evidence review, notice and reconsideration.

This exception does not confiscate client funds or Tax Pro earnings. A good-faith credit review or payment-provider dispute is not, by itself, a violation. Required payment corrections and legally required refunds remain available. An overturned enforcement decision requires correction of the affected account and credit records.

Common questions