Refund & Dispute Policy

01Credits, Not Cash

OFFLEADS resolves eligible disputes by issuing account credit equal to the cost of the affected call or lead, redeemable toward future purchases on the marketplace. We do not issue cash refunds to a payment method except where required by law or expressly agreed to in writing by OFFLEADS.

Submitting a dispute does not guarantee a credit. Every dispute is reviewed against the criteria in this Policy, and OFFLEADS makes the final determination in its sole discretion.

02Billable by Default

Every call and lead delivered through the marketplace is billable at the time of delivery. The burden is on the Buyer to demonstrate, with supporting evidence, that a specific call or lead meets one of the dispute-eligible categories in Section 3. Absent that evidence, the purchase stands and no credit will be issued.

A call being short, a prospect declining to buy, or a lead simply "not converting" are ordinary outcomes of live transfers and lead generation — not defects. They are not, by themselves, grounds for a dispute. See Section 4.

03Dispute-Eligible Calls

The following are the only grounds on which a call or lead may qualify for a credit:

04Not Dispute-Eligible

A call is considered fully billable, with no exception, if any of the following occurred:

• The agent provided a quote, price range, or premium estimate to the prospect at any point in the call, regardless of the outcome.
• The prospect expressed interest in learning more, and the agent ended the call before addressing that interest.
• The call was dropped after the applicable buffer time had elapsed (see Section 5).
• The agent dropped the call for a reason not listed in Section 3, including personal judgment calls about the prospect's likelihood to close.

Buyers are responsible for the conduct of their own agents on calls delivered through the marketplace. Agent behavior that results in a dropped call outside the criteria above will not be credited, and repeated patterns of early drops may result in reduced marketplace access at OFFLEADS' discretion.

05Buffer Time

Each live-transfer listing specifies a buffer time (e.g., 90 or 120 seconds) at the point of purchase. The buffer exists to let an agent confirm basic fit — not to make a sales decision. A call may only be ended within the buffer window for one of the reasons in Section 3. Once the buffer expires, the call is billable regardless of outcome.

06Quotes & Price Disclosure

Providing any quote, price range, or premium estimate to a prospect — at any point in the call, including within the buffer window — makes that call billable in full. There are no exceptions to this rule. If you do not intend to move forward with a prospect, do not disclose pricing.

07Fresh Leads & Aged Data

Form-fill leads and aged data are sold on an as-delivered basis. Because OFFLEADS cannot control or observe what happens after delivery, disputes on this inventory type are limited strictly to:

• The record contained a disconnected or invalid phone number at the time of delivery, verifiable by OFFLEADS;
• The record does not match the listing's stated criteria (vertical, state, or data age);
• The same exact record was delivered to you more than once within the same batch.

Lack of contact, lack of interest, or lack of a sale from a fresh lead or aged data record is not, by itself, grounds for a credit.

08How to File a Dispute

09Review & Resolution

Disputes are typically reviewed within 1–3 business days. Where a call recording exists, OFFLEADS' review of that recording is treated as authoritative in determining eligibility. If a dispute is approved, credit is issued to your account balance within 24 hours of the decision. If a dispute is denied, you will receive a brief explanation referencing the applicable section of this Policy. Denied disputes may be escalated once for a secondary review by contacting the email in Section 16 — the outcome of that secondary review is final.

10Credit Expiration

Purchased credits must be used within 30 days of the purchase date, after which unused credits expire and are forfeited. Purchasing additional credits before the 30-day window closes extends the expiration of your full remaining balance by another 30 days from that top-up. Expired credits are not restored or refunded.

11Subscriptions & Ad Spend

Subscription plan fees (Launch, Growth, Enterprise) are non-refundable once a billing period has begun, including in the event of early cancellation — cancellation stops future renewals but does not refund the current period. Advertising spend passed through to Meta, Google, or other ad platforms on a Buyer's behalf is non-refundable once spent, consistent with those platforms' own billing.

12Publisher Clawbacks

Where a Buyer dispute is approved because the underlying call or lead failed to meet the standards represented by the Publisher at submission (Sections 3 and 5 of the Publisher Terms), OFFLEADS may deduct the corresponding amount from that Publisher's pending or future payout. Publishers may contest a clawback in writing within 7 days of notice; absent a timely and substantiated objection, the clawback stands.

13Chargebacks & Payment Disputes

Initiating a chargeback or payment dispute with your bank or card issuer instead of using the dispute process in Section 8 is a breach of these Terms. OFFLEADS reserves the right to immediately suspend your account, forfeit any remaining credit balance, and pursue recovery of the disputed amount plus any associated fees upon receipt of a chargeback. We encourage all Buyers to resolve issues through the dispute process first, as it is faster and does not result in account restrictions.

14Abuse of This Policy

OFFLEADS monitors for patterns of excessive, inconsistent, or bad-faith disputes. Accounts that repeatedly dispute calls or leads outside the criteria in this Policy, or that show a pattern of early call drops inconsistent with Section 4, may have dispute privileges limited, marketplace access restricted, or their account suspended, at OFFLEADS' sole discretion.

15Changes to This Policy

We may update this Policy from time to time. Material changes will be indicated by updating the "Last Updated" date above. Purchases made after a change takes effect are governed by the Policy in place at the time of purchase.

16Contact

Questions about a specific dispute, or about this Policy generally, can be directed to us using the details below.