Final Expense Leads Pro — Policies

by finalexpense754

Applies to: All customers purchasing Call-Back Leads, Pre-set Appointments, and Live Transfer Leads from Final Expense Leads Pro (“we,” “us,” “our”).

1) General Terms

  • No Refunds for Services Rendered
    Once leads are delivered or calls are connected, all sales are final. Due to the real-time costs of sourcing and generating leads, we do not offer refunds for any reason.
  • Lead Recordings & Transparency
    We provide a recording for each lead (where available and lawful). Recordings are the reference for any quality review, verification, or replacement decision.
  • Definitions
    • Buffer Time (Live Transfers): The initial grace period after a call connects during which validity is assessed.
    • Credits: Prepaid units used to receive leads or calls.
    • Out-of-Area Lead: A lead outside the customer’s stated geographic criteria at time of purchase.
    • Missing Information: Lead lacking essential fields (e.g., name, phone, location, or qualifying criteria explicitly included in the order).

2) Call-Back Leads Policy

A. Replacement Eligibility

We may replace a callback lead when all of the following apply:

  • The lead is missing essential information; or
  • The lead is out of your specified area; disconnected number
  • The issue is confirmed by the lead recording we supplied.

Note: No answer, voicemail, or a consumer simply saying they are not interested are not considered missing information and are not eligible for replacement.

B. How to Request a Replacement

  1. Contact Support within 7 days of delivery.
  2. Provide:
    • Lead phone number
    • Description of the issue
    • Your targeting criteria on file (if relevant)
  3. We will verify against the recording and order criteria.

C. Verification & Timeframe

  • If verified, we will issue a replacement lead.
  • Replacements are generally issued within 24 to 48 hours of verification.

3) Live Transfer Leads Policy

A. Buffer Rules

  • No pricing or quotes during the buffer:
    Use the buffer solely to qualify the consumer (e.g., interest, age range, location, basic eligibility). Do not present premiums, quotes, or pricing in the buffer window.
  • Permitted drop within buffer (valid reasons only):
    You may drop a call during the buffer only if one or more of the following apply, subject to recording verification:
    • The consumer is not interested or clearly declines to proceed
    • Consumers in a nursing home or otherwise outside your stated eligibility
    • The consumer does not have a bank account (if your product requires one)
    • A health condition clearly disqualifies them for your product
    • Prank/abusive or non-serious caller
  • Invalid buffer drops are billable:
    If a call is dropped during the buffer without a valid reason, the call will be charged.

B. Billing

  • Any call that goes beyond the buffer time is billable.
    Once the buffer ends, we consider the call accepted and no credits will be issued for that call.
  • No credits for agent errors, quoting during buffer, script deviations, or system issues on your side (e.g., phone system, internet).

C. Credits & Expiry

  • Use credits within 30 days of purchase; unused credits expire after 30 days.
  • If you have a serious issue preventing you from taking calls, contact us before expiry. We may, at our discretion, extend the expiry date.

4) Support & Disputes

  • How to Reach Us
    Email/Portal (as provided in your account). Include order number, lead ID(s), date/time, and a brief summary.
  • Review Process
    We will review the recording(s) and order criteria. Decisions are based on objective verification against the definitions above.
  • Outcome
    • Approved: Replacement issued (for call-back leads) or credit adjustment as applicable to this policy.
    • Not Approved: We will provide a brief explanation referencing the recording and criteria.

5) Changes to These Policies

We may update these policies from time to time. The current version on our website or in your account area will apply to all new orders placed after the effective date of the update.

6) Acceptance

By purchasing or using our services, you acknowledge that you have read, understood, and agreed to these policies, including the no-refund term, the replacement criteria for call-back leads, and the buffer, billing, and credit rules for live transfer leads.

Questions?
We’re here to help. Contact Support with your invoice number and any relevant lead phone number for the fastest resolution.