Legal

Lead Replacement Policy

Last updated: September 2026

The short version

If a lead we deliver doesn't match what we agreed on, or the number is invalid when it reaches you, we'll replace it. No fuss. Just let us know. We stand behind what we deliver.

Overview

We're confident in the quality of the leads we deliver. But we also recognise that no system is perfect. This policy sets out when a replacement is warranted, how to request one, and what we commit to in return.

Our aim is to make this process simple and fair — not to create barriers that discourage legitimate requests.

What qualifies for replacement

A lead qualifies for replacement in the following circumstances:

The contact number provided is invalid or disconnected at the time of delivery

The lead's enquiry clearly does not match the lead type, criteria, or geographic scope we agreed upon

The lead confirms they did not submit an enquiry (rare, but possible with form submission errors)

What does not qualify for replacement

The lead did not answer, return calls, or respond to your contact attempts

The lead answered your call but decided not to proceed

The lead was already in your database from a prior interaction

The lead met all agreed criteria but the deal did not settle or the policy was not written for commercial reasons

Leads who don't answer

A lead who does not answer the phone is not grounds for a replacement. Every lead we deliver has completed our qualification survey and verified their own mobile number — but no lead provider can guarantee that a person will pick up, and that outcome depends heavily on how quickly and how persistently they are contacted.

To give yourself the best chance of connecting, we recommend:

First contact within 60 minutes of delivery — speed to lead significantly impacts contact rates
Multiple attempts across different times of day rather than a single call
Following up with an SMS or voicemail rather than relying on calls alone

If the number supplied was invalid or disconnected at the time of delivery, that is a different matter — it is covered by the replacement criteria above.

How to request a replacement

Replacement requests are simple. Email us at [email protected] with:

The lead reference (name or delivery timestamp)
The reason for the replacement request
Any supporting detail — for example, which agreed criteria the enquiry did not match

Replacement timeframe

We will review and respond to replacement requests within 1 business day. Approved replacements will be delivered as soon as the next qualifying lead is available.

Our commitment

We're not in the business of arguing over replacements. If a lead clearly doesn't meet what we promised, we replace it — full stop. If there's genuine ambiguity, we'll work through it with you in good faith.

This policy exists to give you confidence, not to create barriers. Any questions, just reach out directly.

Contact

Email: [email protected]
Location: Gold Coast, Queensland, Australia