Email hello@profixdirectory.com with the receipt email, lead email, listing URL, or the phone number used on the request. ProFix Directory replies within one business day.
For homeowners
I submitted a lead but nobody contacted me
Send the email or phone number used on the request. We will confirm whether the lead was received, whether contractors were matched, and whether the request should be resent.
I got a call from a pro who wasn't a match
Tell us who contacted you and what work you requested. We will use that report to improve matching and can remove your request from future follow-up.
How do I delete my lead?
Email from the address used on the form and ask for deletion. We will remove the lead record from active routing and confirm when the deletion is complete.
I'm worried about a contractor
If there is an immediate safety issue, contact local authorities first. For directory concerns, send the contractor name, listing URL, and what happened so we can review the listing.
For contractors
I bought a lead and the phone number is bad
Bad contact information is eligible for an automatic refund. Forward the receipt or lead email and we will refund the lead purchase through Stripe.
How do I get a refund?
Send the receipt number, checkout email, or listing URL. Lead purchases are covered by the refund rules in the public refund policy.
Read refund policyHow do I unsubscribe from lead emails?
Reply to any lead email with unsubscribe or email support from the receiving address. We will remove that address from future lead notifications.
I can't log in
Send the account email and listing URL. We will check whether the contractor claim exists and send the right login or billing path.
I want to remove my listing
Send the listing URL and proof that you represent the business. We review removal requests against the public directory and verification policies.
Billing + payments
How do I cancel my $99/year claim?
Email support from the account email used for the claim. We will cancel future renewal billing and confirm the cancellation in writing.
Where do I see my invoices?
Invoices and receipts are emailed through Stripe. If a contractor billing portal is available for your account, we will email you that link; otherwise we will resend the Stripe receipt.
Why was I charged $X?
Most charges come from a contractor listing claim, paid lead purchase, or sponsored placement. Send the charge amount and date so we can match it to the Stripe record.
See pricing policyMy card failed or the payment page is not working
Try a different browser, confirm the billing ZIP code, and check whether the card issuer blocked the purchase. If it still fails, email the approximate time and browser used.
Disputes
Before filing
Email support first when possible. If the charge is eligible under the refund policy, direct refund is faster than a bank dispute.
How to file
You can file a Stripe dispute through your card issuer or bank. The bank controls the dispute workflow after it is filed.
Our response policy
ProFix Directory responds to Stripe dispute notices within 24 hours and submits receipt, refund, delivery, and policy evidence when a charge appears valid.
What counts as a legitimate dispute?
A duplicate charge, unauthorized purchase, bad lead contact information, failure to receive a paid product, or a cancellation that was not honored should be reported immediately. A lead that did not close into a job is not by itself a valid payment dispute.
Contact paths
Standard support
Email hello@profixdirectory.com. Include the receipt, listing URL, lead email, or account email. Response SLA: one business day.
Escalation
If there is no response after three business days, forward the original message with the subject line "Escalation" and include any Stripe receipt or listing URL again.
Last updated 2026-05-23 · ProFix Directory.