Replacement, credit and refund terms
Final Expense Marketing lead replacement policy
The Final Expense Marketing lead replacement policy covers four cases: a lead with an objective defect, a live transfer that misses a billing rule, a preset appointment that no-shows, and prepaid funds after launch. Outcomes such as no answer, no interest or no sale are not defects.
In writing
- Defective leads claimed within 72 hours are replaced or credited, not refunded
- Live transfers billable only when all five billing rules hold
- One free rebooking attempt if a confirmed appointment no-shows
- If we cannot fulfil the order, unused lead credit is refundable
What the lead replacement policy covers
The lead replacement policy gives each product its own rule: a lead can have a defect, a live transfer can miss a billing rule, and an appointment can no-show. The sections below give the full terms.
| What you bought | When the policy applies | What happens |
|---|---|---|
| A lead | An objective defect, claimed within 72 hours unless your order confirmation states a different window | Replacement or account credit, not a cash refund |
| A live transfer, interest-verified or pre-vetted | Any of the five billing rules is not met | The transfer is not billable. Four outcomes, including no close, are not refundable |
| A preset appointment on confirmed billing | The prospect does not show, or denies ever agreeing to the appointment | One free rebooking attempt for a no-show; a replacement if the prospect denies agreeing. No automatic refund for every no-show |
| A preset appointment on kept billing | The prospect neither attends nor completes a substantive telephone consultation | The appointment is not kept, so it is not billed |
| Prepaid funds | Your campaign has launched | Prepaid funds are non-refundable after campaign launch. If we cannot fulfil the order, unused lead credit is refundable |
When a lead is replaced or credited
A lead is replaced or credited only for an objective defect, and an objective defect is one of the five listed below. Whether the prospect answers, stays interested or buys is not a defect.
Replaced or credited when
- The telephone number is disconnected or belongs to the wrong person
- The lead is outside the agreed state, age or basic eligibility filter
- A duplicate appears in the same client order
- Required lead fields are materially false or missing
- A consent record cannot be produced where required
Not replaced when
- The prospect did not answer
- The prospect says "not interested" after previously submitting
- The agent called too slowly
- The agent did not close
- The prospect already spoke with a different company independently
- The client dislikes the lead without an objective defect
The claim window for a defective lead is 72 hours. Where your order confirmation states a different window, the order confirmation controls. The remedy is a replacement lead or an account credit, not a cash refund.
These rules apply to the leads we deliver, whether they come from an exclusive lead campaign built for your states or from an aged lead segment. We keep source, timestamp, landing page and consent records. A lead whose consent record cannot be produced where one is required is replaced or credited.
How to file a lead claim
- Match the lead to a defect. Your claim names one of the five objective defects above. No answer, no interest and no sale are not defects.
- Claim within 72 hours, or within the window on your order confirmation if it states a different one.
- Identify each lead by its phone number and delivery date, and say what you found, such as an out-of-service message or a person who is not the one named on the lead.
- Email the claim to the address listed on our contact page.
- Receive the remedy. Each lead with a listed defect is replaced or credited.
Live transfers: when a transfer is billable
Interest-verified and pre-vetted transfers are billed per transfer, not per sale, under the same five billing rules. A transfer is billable only when all five hold:
- The agreed prospect is connected to you
- The call lasts at least 90 seconds
- They confirm interest in final expense coverage
- They meet your agreed state, age and eligibility filters
- You, or someone you authorise, are available to take it
A transfer that misses any of the five rules is not billable. These four outcomes are not refundable:
- You didn’t close
- You disliked the prospect’s answers
- The prospect changed their mind after a valid conversation
- You were unavailable after confirming availability
Worked examples on typical calls are on the page for interest-verified final expense live transfers.
Preset appointments: no-shows and rebooking
Preset appointments are billed per confirmed appointment or per kept appointment, and the no-show terms depend on that billing basis:
| Billing basis | What it means |
|---|---|
| Confirmed appointment | Booked and confirmed with the prospect. |
| Kept appointment | The prospect attended, or completed a substantive telephone consultation. |
Terms
- One free rebooking attempt if a confirmed appointment no-shows
- Replaced if the prospect denies ever agreeing to the appointment
- No automatic refund for every no-show
The rebooking, replacement and no-refund terms apply to confirmed billing. On kept billing, an appointment is billed only when it is kept, so a no-show is not billed. Prices and the minimum order for both bases are on the page for final expense preset appointments, confirmed or kept.
Prepaid funds and the one refund exception
All lead packs are prepaid. All campaign launch fees are prepaid. Two terms apply to that money:
- Prepaid funds are non-refundable after campaign launch.
- If we cannot fulfil the order, unused lead credit is refundable.
Launch is the line because every exclusive order is built for you, not drawn from stock. Fresh exclusive leads are generated on demand, and no inventory of fresh leads exists: the funnel, consent capture, targeting and routing are configured for your states before the first lead exists.
A launched campaign still carries the lead replacement rules above, so a defective lead is replaced or credited. What the term rules out is a cash refund of prepaid funds after launch. The only exception is the unused lead credit on an order we cannot fulfil.
What this policy does not cover
This policy covers defects, billing rules, no-shows and prepaid funds. Related terms sit elsewhere:
- Prices, minimums and payment terms are on the final expense rate card and its payment terms. Managed advertising and setter-desk seats are monthly services with their own terms there. Monthly services are paid before the service month.
- Consent capture, consent records and calling rules are set out on the consent and compliance page.
- Other vendors’ return terms can be checked against this policy by asking each vendor the return-policy questions this page answers: the claim window, the remedy and what is not refundable.
Outcomes after the sale are outside every rule on this page: a declined application, a lapse or a carrier chargeback is not a defect in the lead.
Questions agents ask
Frequently asked questions
Is this a money-back guarantee?
No. A lead with an objective defect is replaced or credited, not refunded in cash. Prepaid funds are non-refundable after campaign launch, with one exception: if we cannot fulfil your order, the unused lead credit is refundable.
What if the prospect says they never filled out a form?
Say so in your claim. A lead whose consent record cannot be produced where one is required is replaced or credited, and so is a number that belongs to someone other than the person on the lead. A prospect who did submit and now says they are not interested is not a defect.
Is a lead replaced if I cannot reach the prospect?
No. A prospect who does not answer is not a defect, however many times you call, and neither is a lead you called late. A disconnected number, or one that belongs to someone other than the person on the lead, is a defect: claim it within 72 hours.
Is a lead replaced if the policy I sold lapses or the commission is charged back?
No. Replacement covers the five objective defects in the lead itself, claimed within the claim window. A declined application, a lapse, a carrier chargeback or a prospect who does not buy is an outcome, not a defect.
What counts as a duplicate lead?
The same lead delivered more than once in the same client order. The extra copy is replaced or credited. A consumer who also contacted other companies on their own is not a duplicate, and that contact is not a defect.
Is a live transfer billable if the prospect does not buy?
Yes, when all five billing rules hold. Transfers are billed per transfer, not per sale, and the agent not closing is one of the four outcomes that are not refundable. A transfer that misses any rule, such as one connected for less than 90 seconds, is not billable.
Why are prepaid funds non-refundable after launch?
Because every exclusive order is built for you before the first lead exists. Fresh exclusive leads are generated on demand, and no inventory of fresh leads exists. If we cannot fulfil your order, the unused lead credit is still refundable.
Price your first order
The quote form asks for your licensed states, the products to price, your weekly capacity and your budget.