1. About these terms
1.1 These terms apply between Nebelli Limited, a company registered in England and Wales (no. 11908378) at Georgian House, 34 Thoroughfare, Halesworth, Suffolk, IP19 8AP ("Nebelli", "we", "us"), and the business buying leads ("you").
1.2 You accept these terms when you tick the box and pay the activation fee. The version in force when a lead is allocated to you applies to that lead.
1.3 This is a business-to-business agreement. You confirm you are acting for your business, not as a consumer, and that you have authority to accept these terms.
1.4 These terms, the setup details you give us and our privacy policy make up the whole agreement between us.
2. The service
2.1 We run our own marketing to find homeowners who have asked for an air source heat pump quote. We send you the leads that fall inside your agreed area.
2.2 A lead is an opportunity to contact a homeowner and quote for their job. It is not a booked survey or a confirmed job.
2.3 Leads are for air source heat pumps only. We do not supply ground source, water source or other heating leads under these terms.
2.4 Survey answers are given by the homeowner. We verify the mobile number and postcode (clause 7), but we cannot check everything a homeowner tells us, so please confirm the details with them.
3. Who can buy leads
3.1 You must be MCS-certified to install air source heat pumps or working through an approved umbrella scheme, hold public liability insurance, and be a trading business.
3.2 We may ask for evidence of these at setup or later. Tell us within 2 working days if any of them change. We may pause leads until it is resolved.
4. Activation
4.1 The £1 + VAT activation fee saves your card for lead payments. If we cannot supply your area, we refund it.
4.2 We review every application. Leads start once we have approved your details and confirmed your area, usually within 2 working days.
5. Price
5.1 Each lead costs £50 + VAT (£60 including VAT at 20%). Apart from the activation fee, there is no setup fee, monthly fee, subscription or contract.
5.2 We give at least 14 days' notice by email before changing the price. Leads allocated before the change are charged at the old price.
6. Automatic card payments
6.1 When you tick the box at checkout, you authorise us to save your card with our payment provider and charge it £50 + VAT for each lead allocated to you, without asking you each time, up to your volume limit (clause 10).
6.2 We charge your card when a lead is allocated to you. The lead is released to you once the payment succeeds.
6.3 You get an email receipt from Stripe for every charge, showing the lead reference and area it relates to. We also send you a monthly VAT invoice listing all your leads and charges. Our VAT number is GB 407 7193 90.
6.4 Your card details are held securely by our payment provider, Stripe. We never see or store your full card number.
6.5 Keep your card details up to date. If your card expires or is replaced, we send you a secure link to update it.
6.6 If a charge fails, we hold the lead and contact you to sort out payment, for example with a secure link to update your card. You can also pay for it in the Nebelli app. The lead is released once it is paid. If it is not paid promptly, we may offer the lead to another installer, and you will not be charged for it. If payments keep failing, we may pause leads until your card is updated.
6.7 Occasionally your bank may ask you to confirm a payment. If so, we hold the lead and contact you, and the lead is released once the payment is confirmed.
6.8 If you think a charge is wrong, contact us first and we will look into it within 5 working days. As a business, please do not raise a chargeback for a lead charged correctly under these terms. If you do, we may pause leads while it is resolved and recover our reasonable costs of £15 + VAT.
6.9 You can withdraw your payment authorisation at any time by contacting us. This stops leads from that point (clause 15).
7. What counts as a lead
7.1 A lead is a homeowner who has:
- asked for an air source heat pump quote
- completed our survey
- verified their mobile number by text PIN
- given a property postcode inside your agreed area
- agreed to be contacted by an installer
7.2 Each lead goes to one installer only. We do not sell, share or recycle it to anyone else.
8. Delivery
8.1 We deliver each lead as soon as its payment succeeds: into the Nebelli app, by text message and email, and into your CRM where that has been set up.
8.2 The Nebelli app runs on your phone. You sign in with your mobile number and a code we text you. In the app you can see your leads, call and text homeowners, record what happened on each lead and see your figures. Calls and texts made through the app use a business number we provide for you, so they are logged with the lead, and homeowners who call that number back are put through to you.
8.3 You can add people from your business to use the app, each signing in on their own phone. You are responsible for who you add and what they do with lead data, and you can remove them at any time. Team members cannot see your charges or card details, or change your account.
8.4 We are not responsible for delays caused by your phone network, internet connection, email provider or CRM.
9. Your area
9.1 Your area is your base postcode and the radius you choose at setup, plus any extra areas we agree with you, or regional or nationwide coverage where we have agreed it.
9.2 Each lead goes to one installer only. Where more than one installer covers a postcode, we send the lead to the nearest one with space left in their monthly limit. We may decline to supply an area, or limit how many leads it receives, based on demand and coverage.
10. Volume limit and pausing
10.1 You set a monthly lead limit at setup. The smallest limit we offer is 20 leads per month. It is the most we will send you, not an amount you have to buy. We will not allocate or charge for leads beyond it.
10.2 We also set a daily limit so you cannot receive a large number of leads in one day. It is normally 3 leads a day for a 20 lead monthly limit, set higher for larger limits, or as we agree with you. It is one total across all your areas. We will not allocate or charge for leads beyond it that day.
10.3 You can change your limits (monthly limit 20 or more), pause leads, or cancel at any time by emailing or texting us. This applies to leads not yet allocated to you.
10.4 We cannot promise a set number of leads. Volumes depend on homeowner demand in your area.
11. Replacement leads
11.1 We replace a lead if:
- the phone number is dead, disconnected or invalid
- the contact details belong to someone who did not make the request
- it duplicates a lead already sent to you in the previous 90 days
11.2 Report it within 3 working days of delivery, using Problem with this lead in the Nebelli app, by replying to the lead email or by emailing us, with the homeowner's name and what happened when you tried to contact them.
11.3 We aim to decide within 5 working days. If we agree, we send you a replacement lead at no charge. If we cannot supply one within 14 days, we refund that lead's charge to your card.
11.4 We do not replace leads because the homeowner does not answer, is no longer interested, has gone elsewhere, finds their home is unsuitable after your survey, or does not go ahead. Once you have the lead, contacting and converting it is down to you.
11.5 If your replacement requests are well above the usual level across our installers, we may review your account with you.
12. No guarantee of results
12.1 We do not guarantee that any lead will result in contact, a survey or an installation. Any figures we share, such as survey appointment rates, describe past results and are not a promise.
13. Your responsibilities
13.1 You agree to:
- contact leads promptly and professionally (we recommend within 5 minutes)
- quote honestly and follow consumer protection law, including when contracting with homeowners
- follow electronic marketing rules when contacting homeowners
- not resell, share or pass leads to anyone else
- not say you are part of Nebelli, or that we endorse your work
- give us accurate setup details and keep them up to date
13.2 You are responsible for the work you carry out for homeowners, and for any claims arising from it.
14. Data protection
14.1 We collect homeowner details with their consent and share them with you so you can respond to their quote request. Once you receive a lead, you and we each act as an independent controller of that personal data under UK data protection law.
14.2 Use lead data only to respond to that homeowner's enquiry and carry out any work they agree. Do not add them to marketing lists without their separate consent.
14.3 Keep lead data secure, limit access, including who you add to the app, to people who need it, and delete it when you no longer need it. If a homeowner asks you to stop contacting them, stop.
14.4 Tell us within 48 hours if you become aware of a security breach involving lead data.
14.5 We handle your own business and personal details as set out in our privacy policy.
15. Ending the agreement
15.1 There is no minimum term. You can cancel at any time by emailing or texting us. It takes effect for any lead not yet allocated to you.
15.2 We may pause or end supply if you break these terms, lose your certification, have repeated failed payments, misuse lead data, or if we receive repeated complaints from homeowners about you. We will tell you why and, except for serious breaches, give you 7 days' notice.
15.3 When the agreement ends, charges for leads already delivered are not refunded, except under clause 11. We close your access to the Nebelli app, and clause 14 continues to apply to lead data you hold.
16. Liability
16.1 We are not liable for loss of profit, business, revenue or opportunity, or for any indirect or consequential loss.
16.2 Our total liability to you is limited to the amount you paid us for leads in the 3 months before the claim.
16.3 Nothing in these terms limits liability that cannot be limited by law, including for fraud, or for death or personal injury caused by negligence.
17. Events outside our control
17.1 We are not responsible for delays or failures caused by events outside our reasonable control, such as outages at our advertising, telecoms or payment providers. If this lasts more than 30 days, either of us may end the agreement.
18. Changes to these terms
18.1 We may change these terms by giving you at least 14 days' notice by email. If you do not agree, you can cancel before the change takes effect.
19. Notices
19.1 We send notices to the email address in your setup details. Send yours to tom@nebelli.com. An email counts as received on the next working day after it is sent.
20. General
20.1 You may not transfer this agreement without our written consent. We may transfer it to another business that takes over our lead service, and we will tell you if we do.
20.2 Only you and we have rights under this agreement. If any part is found invalid, the rest still applies. If we do not enforce a term straight away, we can still enforce it later.
21. Law
21.1 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
22. Contact
Nebelli Limited, Georgian House, 34 Thoroughfare, Halesworth, Suffolk, IP19 8AP. Email: tom@nebelli.com. VAT number GB 407 7193 90. ICO registration ZA934093.