Frequently asked questions

Getting the most from TrueLocal search results.

• Why aren’t there any businesses matched to my search?

  Common reasons include:

  • Misspelt keyword, business name or suburb - When searching, it’s important to ensure you’ve correctly spelt the keyword, business name and location you’re looking for. A misspelt word can lead to no results or irrelevant results.

  • The keyword you’re using doesn’t match any businesses - If the word or name you’re entering isn’t commonly used, there mightn’t be any business listings including those words. Try using another word or more words for your search.

  • The specified location isn’t recognised - If the location you’re searching for isn’t recognised it will also affect your results. If you’re using a street name or suburb, check the spelling. Alternatively, use a postcode for a suburb. You could also try expanding the area that you’re searching for by entering a state rather than a suburb or street name.

• Why don’t my results match the location I entered?

  If there are no businesses that match your keywords in the location you specified, TrueLocal will try the surrounding suburbs and keep expanding the search area until we get a match. If your keywords are unusual, this may be some distance away, but it’s still more helpful than no results at all.

• What if I still haven’t found what I’m looking for?

  Search results, unlike U2 lyrics, are based on relevancy. If you’re not getting what you’re after you can:

  • Try searching with different or fewer keywords.

  • Try using more generic keywords. The simple term will usually get you what you’re after.

  • Include a suburb or postcode.

  • Double check all words, including street or town names, are spelt correctly. You’d be surprised where a typo can get you.

• Can I search using a phone number?

  If for some reason you can remember the phone number but are stumped when it comes to the business name, we support phone number searches. For example, search: (02) 9585 2444 with or without a location.

• What are "businesses that service the area" and "businesses from other locations"?

  TrueLocal’s search doesn’t just bring up listings directly from the suburb you’ve chosen. Put simply, "Businesses that service the area" are mobile operations. Their head office is located elsewhere but they’re on the road and able to help. "Businesses from other locations" are places located in nearby or neighbouring suburbs. They’re not located in the exact searched suburb but they’re not too far away either.

• I found a duplicate listing (the same business appearing more than once) on the site, how can I report it?

  Flag any duplicate listings with our "Report an error" form and we’ll remove them as soon as we can.

  Go to Report duplicate listings

• How do I report that a business has closed or changed owners?

  If someone new is at the helm of a business, or if a business has closed down, please let us know through the "Report an error" form.

  Go to Report an error

• I don’t think a business I know of is listed. How can I get it added to the site?

  If the business you?re looking for isn?t listed on TrueLocal we?re sorry about that. Never fear, you can submit the business details.

  If you aren?t the business owner, you can report a missing business.

  If you are the business owner you can list your business.

What you need to know about ratings and reviews.

• What are TrueLocal’s ratings and reviews?

  Ratings and reviews allow people to share their experiences of businesses on TrueLocal. People generally prefer to get recommendations about goods and services they’re shopping for and this is a great way to get personal recommendations online.

• Do I need to have a TrueLocal account to submit a review?

  Yes you need to have a TrueLocal account and be logged in to submit a review. The registration process is quick, simple and most importantly painless. You can also sign in with your Facebook account.

  Sign up now or login with Facebook

• How do I write a review?

  Login and search for the business you want to review. (Tip: Searching for the business name is the quickest way to find it.) You can add a review from either the search results page or the business listing page. Scan for the "Write a review" option prominently displayed on the page. You can write a review and give a rating out of five (half marks are allowed). There’s a limit of 1000 characters per review which should give you ample room.

• What am I allowed to write?

  You can write a review about any business or service that appears in TrueLocal. That’s provided, of course, that you have bought (or tried to buy) something from them or used their services.

  Here are some things to think about when writing a review:

  • What did you like? What did you dislike?

  • If the service was recommended to you by someone else, did it meet or exceed your expectations?

  • Would you use the service again and recommend it to others?

  • Try to keep the review short and simple.

  All reviews should be personal, objective, truthful, and offer helpful suggestions. Just stating you waited 50 hours for a pizza to be delivered doesn’t help the business or other potential customers in any way. If anything it will reduce the credibility of your review and any others that you may post.

• Can I review my family or friend’s business?

  Yes, as long as you disclose your relationship with the business in the review. Personal and professional connections to a business can understandably alter the reviewer’s perspective. By being open and honest about this relationship you ensure that your review is trustworthy.

• Does TrueLocal moderate reviews?

  All reviews submitted to TrueLocal undergo a moderation process. This is to ensure nothing offensive, defamatory or derogatory makes it onto our site. Ideally all reviews should be up and running live within 24 hours. Delays do occur depending on volume so please be patient. If your review is declined you’ll receive an email explaining why.

• How does the moderation process work?

  Our moderation process is designed to ensure all reviews are personal, objective, truthful and fair. That’s all the moderation process is for. We want to keep reviews real.

  You’ll be notified by email if any review submitted does not meet our criteria. This includes any review that has been reported for abuse to our moderation team.

  Please remember

  • Your review must be your own experience with the business or service you are posting about.

  • Second hand experiences are hearsay. If a friend or co-worker has had a bad experience you should ask them to sign up and post their own review.

  • Are you an aggravated ex-employee or don’t get along with that family member? We’re not interested. These reviews must be experiences based on the business providing their service to you as a customer.

  • There is no place for name calling and/or singling out a specific employee. Saying you received poor customer service from the waiter is fine but mentioning the short, dark haired, accented employee named Tim is not acceptable.

  • We’re not going to be strict when it comes to spelling and grammar but make sure people can understand what you’re saying.

• How do I review a business that’s not listed?

  A business has to be listed on TrueLocal to be reviewed. If you can’t find a business, please let us know and we will add it to TrueLocal.

  Report a missing business

• How many times can I review the same business?

  Not every business gets it right every day. One night everything may run smoothly for a restaurant and the next night they may be understaffed. For this reason TrueLocal allows you to review the same business more than once. If you experience problems with a tradesman and they fix the issue you can follow up your initial review letting people know of the resolution.

• Will TrueLocal only accept positive reviews?

  No we won’t. We realise not all experiences are going to be positive. Negative reviews actually give more credibility to the entire review experience. While we do allow negative reviews we ask that they be truthful and fair. Nothing defamatory or abusive will be posted. Stick with the relevant facts as to why the experience was unsatisfactory. The more details and facts you provide can only help the relevant business and give other users a full picture of your experiences.

• I flagged a review as inappropriate. Why is it still on the site?

  Any review tagged as being inappropriate will be investigated by TrueLocal. Just because you flag a review doesn’t necessarily mean it will be taken down. The final decision lies with TrueLocal. We’ll take your reasons into consideration, but remember what is inappropriate or offensive for one person may not be for another.

  The only way to have a review removed temporarily is to be the business owner connected to the listing.

• Can I review under multiple accounts or cut and paste reviews?

  No. The hard and fast rule is one account per user. The concept of TrueLocal’s ratings and reviews are to have accurate information and reviews submitted by people who have had actual experiences. We can’t allow one person submitting multiple reviews, under different names, to the one business as this simply doesn’t indicate a true experience. The same goes for cutting and pasting the same review under every branch listing of a business. Unless you’ve actually experienced the services at the business listed, we don’t want you reviewing them. Multiple accounts or cut and paste reviews will be removed.

You can do more on TrueLocal if you have a profile. Here’s how.

• How do I join TrueLocal?

  So you want to register a TrueLocal account? Lucky for you the unicycle test is no longer mandatory.

  If your business is not listed on TrueLocal, you can list your business for free.

  Sign up now or Login with Facebook.

   

• Umm, I’ve forgotten my password. How can I retrieve it?

  This happens to the best of us, so who are we to judge? You can reset your password by clicking the "Forgotten your password?" link on the login screen.

  Forgot your password?

   

• Where’s my activation email?

  It’s possible your activation email has been flagged as spam by your email client. Please check in your spam folder.

  Still can’t find your activation email? Contact us for help.

  Contact customer service

   

• How do I change my display name, email address and password?

  Luckily all these details can be changed once you login. Just click "Your profile" and then the "Settings" link on the left-hand side and recreate yourself.

  Login or Login with Facebook

   

• How can I change my profile picture?

  Not sure if the image of you still partying at 4am is a good idea? Don’t worry, you can change your profile picture at any time. Just login, click "Your Profile" and then the "Settings" link on the left-hand side.

  Login or Login with Facebook

   

• Who can see my profile and my reviews?

  Any visitor to TrueLocal can read your reviews and take on your recommendations, so try and be helpful. They can also click on your display name and view your profile, profile picture and everything you’ve reviewed. Your contact information will not be displayed to other users.

  [Add example image of what is displayed]

• What does TrueLocal do with my personal information?

  TrueLocal respects your privacy and will not give, sell, trade or share any of your personal information to any third parties. Please read our privacy policy for more information.

• What does "Save this business" mean?

  On any business listing page you’ll notice a "Save this business" link in the middle. Your saved businesses will be stored in your profile. Saving a business allows you to contact a business easily. Have a favourite bar or restaurant? Save it and share it with your friends.

  Don’t want your friends to see a business you’ve saved? You can change the privacy settings of your saved businesses in your profile so that it’s only visible to you.

• How do I use "Saved locations"?

  "Saved locations" allows you to get directions to any business listed on TrueLocal. Login, go to your profile and click on "Settings" in the left-hand menu. On the "Saved locations" tab, enter a new address, eg home, work or anywhere else where you spend a lot of time. Next time you look up a business, you’ll be able to get directions quickly and easily to or from any of your saved locations.

  Scared of stalkers? Your saved locations are kept private - no one else will be able to view them.

Get Quotes connects businesses with people who need their services.

• What is Get Quotes?

  Get Quotes is the result of an alliance between TrueLocal and ServiceSeeking.com.au, Australia’s leading online tendering website. It allows people to describe a project they need done (house painting etc) and more than 12,000 local businesses can submit a range of quotes and prices. The customer decides which quote they like the best.

• How much does it cost to use Get Quotes?

  It’s free to Get Quotes. Businesses pay a small fee (between $4 and $16) to provide quote on projects.

• What tips do you have when posting a project?

  Include more detail to get better quotes:

  1. Include any specific measurements or specifications.

  2. List any qualifications, licences or special skills that all businesses might need to do the work.

  3. Let businesses know whether a site visit may be required.

• What kind of quotes can I request?

  You can request quotes for almost anything! Common project ideas include domestic cleaning, house painting, web design and personal training. (Note: nothing naughty or illegal!)

• How do I edit my project?

  After requesting a quote, you can edit your project at any time by following these steps:

  1. Login to TrueLocal.

  2. Click on "Your Profile" (at the top right-hand corner of the page), then click on the "Projects & Quotes" tab.

  3. Click on the project you want to edit and then on the edit icon to edit the project.

• How do I close a project?

  You can close a project at any time by following these steps:

  1. Login to TrueLocal.

  2. Click on "Your Profile" (at the top right-hand corner of the page), then click on the "Projects & Quotes" tab.

  3. Click on the project you want to close and then on the close icon to close the project.

  If you chose a business listed on TrueLocal, you should review the business to let others know about your experience.

Special offers - deals, bargains and coupons posted to TrueLocal by local businesses.

• What is a special offer?

  "Special Offers" is a system whereby customers can print coupons from a business details page on TrueLocal and present them to the business for discounts or special deals. The number of consumers who open a special offer are recorded and added to a paid advertiser’s monthly reporting.

  Special offers are intended to allow a business to promote an offer or something of additional value to the consumer. For example:

  • Pensioner discount - 10% off our rates.

  • Discount days - get a free Coke with every pizza on Tuesdays.

  • Get something free - buy a car and get free servicing for a year valued at $500.

  Consumers really value something of additional value or a discount - the more attractive the offer the better the clickthrough rate and likely response.

  It’s also important to remember that consumers don’t value viewing special offers which pretend to be special or waste their time. In fact, it usually leaves them with a sour taste (which can damage the reputation of the business making the offer). Special offers that simply promote a business will be rejected by TrueLocal. For example:

  • Call John’s plumbing, we’re the best in Manly.

  • Lose weight now, call me at Herbal Healthy.

  • Wanna make $10m per annum? Let me show you how.

• Where can I find TrueLocal special offers?

  There are a few different ways:

  • People searching on TrueLocal can sort their results by special offers, by clicking the "Special Offer" tab at the top right-hand corner of the search page.

  • Special offers can be found on a business’s business page.

  • Special offers appear on the home page of TrueLocal and Yahoo!Local under the relevant geography.

  • TrueLocal optimise special offers for SEO and SEM to drive additional traffic.

• How can businesses make sure their special offers appeal to TrueLocal users?

  Assuming you’re using one of the two most powerful words in advertising - "free" and "discount" - the special offers with the best click-throughs include:

  • Dollar value. "Free massage valued at $55" or "Free check-up valued at $55" is much more powerful than "free massage" or "free check-up".

  • Call to action. Is there an end date to the coupon? If not then there is no call to action for the consumer or sense of urgency. Include a closing date. A business can always upload a fresh coupon the next day.

Things every business owner should know about TrueLocal.

Your listing and TrueLocal search results

• How can I list my business on TrueLocal?

  It’s quick and easy to list your business on Truelocal, you just need to follow a few steps.

  Once you’ve submitted the basic information don’t forget to add more details through Your Business Centre.

• How can I advertise with TrueLocal (or upgrade my listing)?

  You can read all about advertising on TrueLocal here.

  Read about our different products to help you decide on the best solution for your business, then contact a sales representative to find out more.

  For sales enquiries   Call 1300 133 774

• How can I improve the position of my business in search results?

  Our search results are based on relevancy, however you can appear higher by purchasing one of TrueLocal’s products. Find out more about our products.

• Why is a free listing above my paid listing?

  Relevancy is the most important point in search terms. However, when a paid and a free listing are equally relevant (ie both are plumbers in the same location), then the paid will appear above the free listing.

• How can I get my listing to show up in every suburb/postcode I service?

  Paid listings can only be sold for the postcode in which your business is physically located. However, you can purchase "serviced areas" for any additional locations you cover. These listings will only appear on the right-hand side of the results page. Alternatively you can cover more areas by purchasing a Premium Listing.

• How do I change my business category, services or keywords?

  These are core functions of our search engine and any changes must be made and validated by our team. To makes changes you will need to call us.

  Category, services or keyword corrections 1300 133 774

• How do I change or correct my business name?

  Only registered business names will be accepted. To make a change please phone Customer Service.

  Business name corrections
  1300 133 774

• How do I change my business description, phone numbers, street address, web links etc.?

  We’ve made it easy for you to make these changes yourself. You just need to login to Your Business Centre and get creative. Click here.

• My business isn’t on the right place on the map or Street View, how do I change it?

  This service is provided by Google Maps and Street View and may only show an approximate location for your address. You can correct the location in Your Business Centre.

• How can I report that there is a duplicate listing for my business?

  Flag any duplicate listings with our "Report an error" form and we’ll remove them as soon as we can.

  Report duplicate listings

• How can I let you know my business has closed down or changed management?

  Please let us know through the "Report an error" form.

  Report an error

• I’ve added my business. Why isn’t it appearing in search results yet?

  Our database updates incrementally so your business won’t appear immediately. It can take up to 48 hours so be sure to check back. You can still add content so the listing is ready for your customers’ viewing pleasure.

• How do I manage my business listing?

  There are a few answers to this one:

  • If you haven’t listed your business on TrueLocal yet, list your business now.

  • If your business is already on TrueLocal but you haven’t claimed it yet, search for the business and click on "Claim this business listing" in the top right-hand corner of your business listing page.

  • If you have already claimed your business, what are you waiting for? Just login to your account.

• I’ve added my business. Why isn’t it appearing in search results yet?

  Our database updates incrementally so your business won’t appear immediately. It can take up to 48 hours so be sure to check back. You can still add content so the listing is ready for your customers’ viewing pleasure.

• How do I manage my business listing?

  There are a few answers to this one:

  • If you haven’t listed your business on TrueLocal yet, list your business now.

  • If your business is already on TrueLocal but you haven’t claimed it yet, search for the business and click on "Claim this business listing" in the top right-hand corner of your business listing page.

  • If you have already claimed your business, what are you waiting for? Just login to your account.

• How do I get the most out of my business listing?

  As the business owner you have access to Your Business Centre. This allows you to change your details as well as upload content such as a business description, images, documents, exclusive deals and more. It’s really up to you.

  The more engaging information you offer customers, the longer they’ll spend browsing your listing and the more likely you are to capture their business.

• What are the business listing rules?

  So our business listings get your message across quickly and effectively there are a few rules to keep them in order.

  • The business name should be just that, your registered name, sole trader name or domain name. They need to be in title case (which in most instances means each word starts with a capital and the rest of the word is lowercase) for easy readability and can’t include extra descriptions.

  • A business can only have one Premium, Priority, Basic or Free listing per business.

  • You can only purchase a Premium or Priority listing under another physical location if you have an office, franchise or place of operation in that location. Proof of this will be required.

  • Each listing requires a business name, physical address (no PO Boxes) and phone number. An email address is advisable if you have one. If you’re a dot-com business we’ll need your head office address. If for any reason you don’t want to display your address it can be suppressed.

  • You can change your street address in Your Business Centre, but not your suburb. To do this email or write to Customer Service and they will make the changes for you.

  • If you want to market beyond your physical address there are a number of options. You can purchase coverage in "Businesses that service this area" or buy a Top of List, Tile or Strip advertisement (subject to availability).

  • If you’re a mobile business you cannot purchase a listing for each location you cover. Top of List, Tile and Strip advertisements are the best fit for your business. For more info click here.

• How do I register as the business owner for a business already listed on TrueLocal?

  If your business is already on TrueLocal but you haven’t claimed it yet, search for the business and click on "Claim this business listing" in the top right-hand corner of your business listing page.

Billing and payments for advertisers

• When is my next payment due?

  Invoices are posted monthly, unless you paid upfront for six or 12 months. Call us if you’re unsure.

  Billing enquiries 1300 133 744

• When does my contract expire?

  The sales confirmation email we sent you contains the contract expiration date. If this email has gone missing please contact us.

  Billing enquiries   1300 133 744

• Why haven’t I received my invoice?

  Invoices are posted monthly, unless you have paid upfront for six or 12 months. Call us if you need to verify your billing address.

  Billing enquiries   1300 133 744

• I think I’ve been incorrectly billed. What should I do?

  Have you checked your sales confirmation email? Prices exclude GST. For further help click here.

  Billing enquiries   1300 133 744

• How do I change my billing details?

  To change your billing details please call TrueLocal so we can validate the changes.

  Billing enquiries   1300 133 744

Ratings and reviews

• Why is rating and reviewing important and why does TrueLocal have them?

  The way people use the internet has changed. No longer content with just sitting back and trawling through information, internet users want in on the action. User generated content (UGC), whether on a social website or a simple review, is the content people are searching for.

  Other people’s experiences often guide potential customers to your business or service. It can certainly be a more effective way of promoting your business than standard marketing or advertising avenues. Ratings and reviews allow customers to learn more about listed businesses and share their experiences with likeminded people.

• How will ratings and reviews help my business?

  Ratings and reviews get you closer to your customers. Learning more about a customer’s experience with your business is valuable knowledge. Not only will ratings and reviews tell you what’s working with your current business model but what problems it may be experiencing, issues perhaps you were not aware of. Managed effectively, the process can open up a dialogue between you the business owner, potential customers and the wider market place.

  Engaging the internet customer means your online advertisement becomes more than a simple directory listing. It adds a personal level to the advertising. At the end of the day it will assist in differentiating your business from the competition.

• Can people say anything they like about my business?

  Users are free to write anything they like but no review will go live until it has gone through a stringent moderation process. Any review containing content of a defamatory nature or inappropriate language will simply not be posted on the site.

• Can I be kept up to date with reviews of my business?

  Yes. Just register your business with TrueLocal (it?s free, by the way), or if it’s already on TrueLocal you need to claim your business by opening the business listing and clicking on "Claim this business listing". Then you?ll be entitled to:

  • Receive email alerts of new reviews as they’re posted.

  • Comment on posted reviews as the business owner.

  • Select the best review to appear on the search results and sit at the top of the list.

  • Report any review you are concerned about as inappropriate.

• What do I do about an inappropriate review?

  If you consider a review on your business listing to be inappropriate you can temporarily suspend it pending further investigation by TrueLocal. A suspended review means it’s not visible to consumers. To suspend a review you:

  • Must be connected to your listing as the registered business owner.

  • Login as the registered business owner, go to the bottom of the review and click the flag icon, which will report the review as inappropriate.

  This is the only way to temporarily suspend the review. The system is automated so as soon as the review is reported by the registered business owner it will be temporarily suspended. If you call or email TrueLocal you will be given these instructions.

• What happens to a suspended review?

  All reviews reported to TrueLocal are investigated with three possible outcomes:

  1. The review is deemed fair. The review will be redisplayed on the site for view by consumers. This usually occurs within five working days.

  2. The review is deemed inappropriate and permanently removed from the site.

  3. The review may be true but requires further clarification from the author.

  In the case of point 3, the review remains suspended until TrueLocal contacts the author of the review to seek further clarification or information. If the details of the review are confirmed by the author the review is released back to the site - otherwise it remains suspended.

  The business owner will receive an email from TrueLocal confirming the outcome of any suspended review.

• What are some tips for handling a negative review?

  Things to take into account:

  • Encourage other clients to review your business - lots of good reviews will quickly outweigh one poor review.

  • The most recent review appears first, so any older reviews will be pushed towards the bottom of the page.

  • As the business owner/manager you can choose your favourite review - this review will appear at the top of all the reviews and on the search page.

  • If you want to communicate with the reviewer, attach a comment to their review explaining your side of the story or asking them to contact you.

  • If you sort out a problem with a reviewer ask them to go back to TrueLocal and post another comment on how you reached a resolution (this is a great way to show other consumers how your business is customer focussed).

• Why can’t I get a negative review removed?

  Sorry but we won’t remove a negative review just because you don’t like it. We want to create a credible space where members can share their experiences both negative and positive with others.

  If, as a business owner, you feel a review is unfair you can flag it as inappropriate and TrueLocal will investigate the issue further. It’s still no guarantee the review will be removed though.

Get Quotes

• How do I quote on a project?

  1. Login to Your Business Centre and click on "Provide quotes". If your business is not listed on TrueLocal, you need to list your business (it’s free!).

  2. Set up your project alert settings to view thousands of projects from all over Australia.

  3. Choose any project you want to quote on, then click on the "Submit quote" button.

  Login to Your Business Centre

• What tips do you have for giving quotes?

  1. Update your business listing through Your Business Centre. A well-written description, a logo, images and an ABN add credibility. This helps customers learn more about who you are and what you do.

  2. In your first quote to a new customer, make sure you address all the points in the project description and ask any questions you think are relevant.

  3. Follow up with a private message a few days after each quote. Ask if the customer needs more information or if you can tailor your quote in any way. It costs nothing more to send a second message or to revise your quote.

  4. Offer a face-to-face meeting, site inspection or phone call to discuss any details.

  5. Update your quote in response to your competition. Perhaps you can offer a sweetener or guarantee that nobody else can match.

• Are quotes legally binding?

  Quotes are not legally binding but are more of an expression of interest toward a project. As a business, you should spell out exactly what is and isn’t included in your price so there is no confusion on behalf of a customer.

  As a customer, there may be instances where businesses do not have enough information at hand to place an accurate quote. If you ask for additional things that were not specified in your initial project brief, then you should expect the quoted price to change.

• What is the difference between a quote and a message?

  Quotes are public and visible to everyone while messages can only be seen by you and whoever you’re corresponding with. Quotes have a formal structure which helps businesses explain the job they intend to do and the price involved. This helps the customer compare the business’s offer with others and pick the right business. Messages have no structure, and are best for asking simple questions about a project before submitting a formal quote.

• What are project alert settings?

  We will email you projects according to your project alert settings. You tell us which industries and geographic area you cover, and we will email you when relevant projects are submitted.

  All projects that meet your criteria are also displayed on the Provide Quotes page. You can edit your settings at any time.

• What are credits, how do I purchase credits and how much do they cost?

  Businesses use credits to quote on projects. You can purchase more credits from the Provide Quotes page in Your Business Centre. Credits can be purchased online by credit card. If you want to buy by direct deposit or EFT, send an email to support@serviceseeking.com.au detailing the number of credits you would like to purchase, and Service Seeking will send you payment instructions.

  Credits do not expire. We do not generally refund credit purchases, but will give you back credits spent on projects if the customer is obviously not genuine.

  You need between five and 16 credits to contact a new customer. In most cases, it is five credits or $5 to contact a new customer. You only pay the first time you contact a customer. It is free to send a follow up message or second quote. Credits cost between 65 cents and $1 (Australian) each depending on how many you buy.

• How can I get a refund for credits?

  Service Seeking will happily refund credits if you submit a quote for a project and subsequently find out the job was not genuine. For example, the customer never needed the work done, or the job was a fake.

  Quoting does not guarantee you will win the job. If your quote is simply not as good as that of a competitor and the customer selects another business (even outside of ServiceSeeking.com.au), you will not be eligible for a refund.