1. Exhibitors
Sending a quotation request and receiving proposals is free, so there is nothing to refund. Payments for your stand are agreed directly between you and the stand builder you choose; Stand Supplier is not a party to that agreement (see our Terms & Conditions).
2. How lead credits work for stand builders
- A lead (a stand request from an exhibitor) is shown to you first as a preview: city, event, stand size and budget.
- Opening its contact details uses 1 lead credit. We always ask you to confirm before a credit is used.
- Each lead costs 1 credit once. Opening it again later, any number of times, is free, and you keep access to the contact details.
- A lead can be opened until 7 days before its event starts. After that it can't be opened and no credit is ever charged for it.
- Each lead can be opened by up to 5 stand builders.
3. When we replace a lead
We give the credit back for a lead you opened if it is invalid for one of these reasons:
- The contact details don't work: the email address bounces and the phone number is wrong, not in service or belongs to someone else.
- It is not a genuine request: it is fake, a test or spam, or the person tells you they never sent it.
- It is a duplicate: the same exhibitor and the same stand request as a lead you had already opened.
- The sender is not an exhibitor: for example another stand builder, or a company trying to sell you its own services.
4. When we don't replace a lead
A lead is genuine even if it doesn't turn into business for you. We don't replace a lead when:
- the exhibitor doesn't reply, or replies late;
- the exhibitor chooses another stand builder, or decides not to go ahead;
- the budget, stand size, dates or other details change after you opened the lead;
- the event is postponed or cancelled after you opened the lead;
- you opened the lead and then decided it isn't right for you (you always confirm before a credit is used);
- the lead is reported more than 7 days after you opened it.
5. How to report an invalid lead
- Email info@standsupplier.com with the subject "Lead replacement" and the lead number (for example #SS1001).
- Tell us which reason in section 3 applies and what you tried: when you emailed or called, and any bounce message or reply you received.
- We review every request individually and may contact the exhibitor to check. We reply by email with our decision.
- If we replace the lead, 1 credit is added back to your account. It shows in your dashboard, and in your credit history with the reason.
Please report only leads that meet the criteria above. Repeated requests that aren't supported may be declined.
6. Packages and payments
- New stand builder accounts receive a free starter package of lead credits once our team activates the account. Free credits have no cash value.
- Paid lead credit packages are arranged directly with our team; there is no online payment on the website. Credits are added to your account once your payment has been confirmed.
- Because credits are used to open leads, payments for a package are not refunded once its credits have been added to your account. Invalid leads are handled by replacement, as described above.
- Lead credits can't be exchanged for cash or transferred to another account.
- If we close your account for a reason that is not your fault, or stop running the service, we refund the value of the paid credits you have not used.
- If we close or suspend an account because our Terms & Conditions were not followed, unused credits are not refunded.
- Nothing in this policy limits any right to a refund that you have under applicable law.
7. Questions and complaints
If you have a question about this policy or disagree with a decision, email us at info@standsupplier.com and we will look at it again.
8. Changes to this policy
We may update this policy from time to time. The date at the top of this page shows when it last changed. Changes apply to leads opened and packages bought after that date.