How Can I Request Coins Refund For An Invalid Enquiry?

When Can You Mark an Enquiry as 'Invalid'?

1. You must do it within 7 days of responding to an enquiry.
2. Only mark it ‘Invalid’ if:
   The enquiry was raised in error, or
   The enquiry is completely irrelevant to your subject or service.

How Can You Mark an Enquiry as 'Invalid'?

1. Go to the dashboard, select the enquiry that you feel is invalid.
2. Click on three dots on the right corner.
3. Select 'Report an issue'.
4. Select the relevant reason for reporting an issue.
5. Describe the problem in detail, if required
6. Click on Submit.

UrbanPro will review the case and respond.
If the enquiry is found to be genuinely irrelevant, a refund of coins will be issued.

Important Points to Note:

1. Phone Number Verified ≠ Guaranteed Call Answer

   • UrbanPro verifies student phone numbers.

   • But if the student doesn’t pick up, it does not qualify for a coin refund.

   • Instead, you are encouraged to send a WhatsApp message — many students respond there.

2. Refund Amount = 10-25% of Coins Spent

   • Even for approved invalid enquiries, only 10-25% of coins are refunded.

   • This is based on UrbanPro's internal audit of lead quality.

Note on Policy Changes
UrbanPro may revise this policy at any time based on their internal metrics and processes.

To increase your chances of contact:
Call the student within a few hours of receiving the enquiry.
Follow up with a polite WhatsApp message introducing yourself and offering to help.