Refund & Cancellation Policy

Effective August 10, 2026.

This policy is part of the Terms of Service and applies to every purchase. It explains exactly when we return money, when we issue account credit instead, and what is not refundable at all. We would rather you read this before ordering than discover it afterwards.

1. Summary

Two principles run through everything below. First: we stand behind data validity, not sales outcomes.A person who does not answer, does not qualify or does not buy is a normal sales outcome, not a defect — no honest vendor refunds those. Second: money you have not spent is yours. Unused wallet funds come back to you on request.

2. Who this applies to

Purchases are business-to-business. Statutory consumer cancellation and cooling-off rights that apply only to consumer purchases do not apply here. Nothing in this policy limits any right you have that cannot lawfully be waived, or your rights under card-network rules.

3. Prepaid wallet funds

3.1 How the wallet works. Lead buying is prepaid. You fund a wallet and each delivered lead is debited from the balance in real time. Each product carries a minimum order, published on the pricing page, and a reload must at least meet the minimum order for the product you are buying.

3.2 Unused funds are refundable. You may request a refund of your unused wallet balance at any time by emailing [email protected]with “Wallet Refund” in the subject line. We refund to the original payment method, less any amounts you owe us and less any non-refundable items listed in section 12. We aim to process within 5 business days of verifying the request; how quickly it appears then depends on your bank or card issuer, typically 5–10 business days more.

3.3 What wallet funds are not. A wallet balance is a prepaid balance for our products. It is not a deposit account, earns no interest, is not insured, and cannot be transferred to another account holder or exchanged for anything other than our products or a refund under 3.2.

3.4 Account credits.Credit issued as a remedy under sections 4 to 7 is applied to your wallet and may be used for any of our lead products. Remedial credit is not separately redeemable for cash, because no additional cash was paid for it — the original payment already bought a lead, and the credit replaces that lead.

3.5 Dormancy. We do not expire wallet funds and we do not charge dormancy or inactivity fees. Where a balance remains unclaimed for the period set by applicable state unclaimed-property law, we may be required to remit it to the state, and we will attempt to contact you first at your account email.

4. Delivered leads — returns and replacement credit

4.1 The remedy. An approved return is remedied by a replacement lead of the same type, or an account credit at the full original price, at our election. This is your sole and exclusive remedy for lead quality. It is a credit remedy, not a cash refund.

4.2 The deadline. Submit the return within the window stated on your order confirmation. Where the order confirmation is silent, the window is 72 hours from delivery.Late returns are not eligible regardless of merit — the evidence we need to verify a phone number or a duplicate degrades quickly, which is the entire reason the window is short.

4.3 Eligible reasons. A lead is returnable if:

• the phone number is disconnected, invalid or not in service;
• the number reaches someone who is not the named person and did not submit the form;
• the email address is undeliverable, on an email-delivered lead;
• it duplicates a lead we delivered to you in the preceding 90 days;
• the person is outside the state, vertical or age band your order specified;
• the named person is deceased.

4.4 Not eligible. A lead is not returnable because:

• the person did not answer after your attempts;
• the person is no longer interested, or changed their mind;
• the person did not qualify for your product, or already has coverage;
• the person did not buy;
• you decided the targeting was wrong after leads matching it were delivered;
• the return was submitted after the window;
• an aged lead is simply older than you hoped, within its labelled age.

4.5 Evidence. Submit the lead ID and the reason. For a wrong-number or disconnected-number return we may ask for supporting evidence such as a dialler log, screenshot or short audio clip. Clear invalid-contact cases are handled without back-and-forth.

4.6 How to submit.Flag the lead in your delivery channel or dashboard, or reply to the delivery email, within the window. We review the record — including the consent certificate and the contact data — and confirm the outcome. We aim to decide within 2 business days; a rejection comes with a reason.

4.7 If you disagree. Reply to the rejection with additional evidence and the return is re-reviewed by someone other than the original reviewer. If it is refused again, escalate by emailing [email protected].

4.8 Abuse. Returning leads that simply did not convert, submitting returns without a good-faith basis, or an abnormal return rate triggers an account review. Continued abuse may result in loss of auto-approval, suspension of returns, or termination under the Terms.

The buyer-facing version of this section, with the full context, is at lead replacement policy. If the two ever read differently, this page governs the money and that page governs the process.

5. Live transfers

A live transfer is billed per connected call, and it becomes billable only when all five of the following are true:

• the consumer or business you agreed to receive is connected;
• the connection lasts at least 90 seconds;
• the prospect confirms interest in the product;
• the prospect meets the state, age and eligibility filters agreed for your campaign; and
• you, or an authorised representative, are available to receive it.

If any of those fail you are not charged. Where the person transferred to you fails the agreed qualification criteria, you may decline the transfer during the call and you are not charged.

A transfer is not refundable because the person declined to buy, could not afford the premium, was not persuaded, ended the call after a proper qualified handoff, or because you were unavailable after confirming availability. Technical failures on our side — a dropped transfer before handoff, a call delivered to the wrong destination, or a duplicate of a transfer you already received and paid for — are credited in full.

Interest-verified transfers are screened for interest, age and state and are not underwritten; a person failing later underwriting is not a defect. Pre-vetted transfers include health and medication screening and tier determination, and a documented failure of that screening standard is credited.

6. Aged leads

Aged leads are sold as-is at a steep discount precisely because their contact data has had time to decay and they may have been sold before. Within their labelled age they are not returnable for staleness, for prior contact by another agent, or for low reachability. They are returnable only for a documented duplicate of a record we already sold you, or for delivery outside the state or vertical you ordered, within 72 hours.

7. Prepaid campaigns

7.1 Prepaid, and work starts on cleared payment.A campaign is prepaid. Setup typically runs 2–4 business days after payment clears, after which leads are delivered gradually across the cycle.

7.2 The setup and launch portion is non-refundableonce work begins. It funds targeting, landing-page build, consent capture and routing — real work performed and real media bought before any lead exists. This is the one part of our pricing where money is genuinely spent before you receive anything, and we would rather state it bluntly here than argue about it later.

7.3 You are buying a budget and a cycle, not a lead count.Delivered volume varies with market cost per lead, state, vertical, seasonality and campaign performance. A cycle delivering fewer leads than you hoped, at or within the cost-per-lead band we quoted, is the product working as sold and is not refundable. If actual cost per lead materially exceeds the band we quoted, contact us — that is a conversation we want to have.

7.4 Cancelling mid-cycle. You may stop a campaign at any time. We stop media spend, reconcile what was actually spent on setup, management and media, and credit the verified unspent balance to your wallet. That credit is refundable in cash under section 3.2. Leads already delivered are not refunded.

7.5 Renewal. Campaigns do not auto-renew. A new cycle requires a new order.

8. Done-for-you services

Appointment setting, SEO and website work, virtual assistants, white-label delivery and similar engagements are billed monthly in advance and are month-to-month with no long-term contract.

• Cancel with 30 days’ notice by email. Service continues through the notice period you have paid for.
• The current month is not refunded once work on it has started, because the team, calendar and media for that month are already committed.
• One-time build deliverables — a website, a CRM build, a campaign asset — are non-refundable once work has started. Milestone-based work is refundable only as to milestones not yet started.
• If we fail to deliver an agreed deliverable at all, we refund the fee for that deliverable or re-perform it, at your election.
• There is no cancellation fee and no reactivation fee.

9. CRM subscriptions

• The Free plan is free and requires no payment method.
• Pro bills per user per month and renews automatically until you cancel.
• Cancel any time from billing settings or by email. Access continues to the end of the period you have paid for, then the organisation moves to the Free plan.
• Partial months are not refunded, and unused seats within a paid period are not refunded.
• Pro is included at no additional charge while your organisation has an active campaign. If you are paying for Pro separately and then start a campaign, tell us and we will credit the overlap.
• If a renewal charges after you cancelled, or charges for seats you removed before the renewal, that is an erroneous charge under section 10 and we refund it in full.
• Your data remains exportable for 30 days after the subscription ends. See the Terms, section 20.4.

10. Duplicate and erroneous charges

If we charge you twice for the same thing, charge the wrong amount, charge after a valid cancellation, or bill for a lead that was never delivered, we refund it in full to the original payment method once confirmed — no credit-instead, no argument. Tell us at [email protected] and we will investigate and respond within 5 business days. If we find the error ourselves, we correct it and tell you.

11. Chargebacks — contact us first

When a chargeback is filed we respond to the issuer with the transaction record, the delivery record for each lead billed, the account and order configuration, and this policy. Where the chargeback is resolved in our favour you remain responsible for the disputed amount and for any fee our processor charges us. Where it is resolved in your favour we treat the matter as closed.

A chargeback is not the right tool for a lead-quality complaint: the return process in section 4 exists for that, decides faster, and does not put your account at risk. Nothing in this section removes any right you have under card-network rules or law.

12. Non-refundable items, in one list

• Leads correctly delivered against the filters you set.
• Leads that did not convert, did not answer, or did not qualify for your product.
• Returns submitted after the applicable window.
• Aged leads within their labelled age, other than documented duplicates or wrong-state delivery.
• Live transfers accepted past the qualification window.
• The setup and campaign-launch portion of a prepaid campaign, once work has begun.
• Media spend already placed on your behalf.
• The current month of a done-for-you service once work has started, and one-time build deliverables once started.
• Partial subscription periods and unused seats within a paid period.
• Bespoke engineering or integration work you approved in writing, once started.
• Third-party costs you incur directly, such as your own telephony or messaging provider’s charges.
• Bank or wire fees charged by your institution.

13. How to request a refund or credit

1. Email [email protected]with “Billing” or “Wallet Refund” in the subject line, or submit lead returns through your dashboard or delivery channel.
2. Include your account or organisation name, the invoice or transaction reference, the lead IDs if applicable, the amount, and what you are asking for.
3. We acknowledge within 2 business days and decide within 5 business days of having the information we need.
4. Approved cash refunds go to the original payment method only. We cannot refund to a different card, account or person — that restriction is a fraud control, not an inconvenience.
5. Approved credits appear in your wallet, usually the same business day.

14. Fraud and abuse

Where an account is terminated for fraud, unlawful calling, misuse or resale of lead data, or for manufacturing returns, we may withhold refunds pending investigation and may set off amounts owed to us. We will explain the basis in writing, and this does not apply to ordinary disagreements about lead quality.

15. Changes to this policy

We may update this policy prospectively. The version in force when you placed an order governs that order. Material changes are notified by email to account holders or by prominent notice on the site at least 30 days before they take effect. The effective date at the top always reflects the current version.

16. Contact

Related pages

• Terms of Service
• Privacy Policy
• Lead Replacement Policy
• Pricing
• Contact Us