Final Expense Leads Pro
Policies
Applies to: All customers purchasing Call-Back Leads, Pre-set Appointments, and Live Transfer Leads
No refunds for delivered leadsRecordings provided
FEX Pro
Applies to all products
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.
DNC Proof & Lead Record Retention
We maintain lead records for a maximum of three (3) months. All leads delivered are fresh at the time of delivery, and during this retention period, we are responsible if a phone number is found to be registered on any Do Not Call (DNC) list and valid proof is provided.
If a client continues to dial or use older leads and the consumer registers their number on a DNC list after delivery, we are not responsible for such cases. Our system automatically deletes all lead records after three (3) months, and no DNC claims will be accepted beyond this timeframe.
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 the time of purchase.
Missing Information: Lead lacking essential fields (e.g., name, phone, location, or qualifying criteria explicitly included in the order).
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; and 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
- Contact Support within 7 days of delivery.
- Provide: lead phone number, description of the issue, and your targeting criteria on file (if relevant).
- 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.
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, or set a callback in the buffer window.
Permitted drop within buffer (valid reasons only):
- 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.
Preset Appointments Policy
Missing Information
Preset Appointment leads must contain essential information such as name, phone number, location, or any qualifying criteria included in the order. Missing information qualifies for a replacement.
Prospect Agreement Requirement
If the call recording shows that the prospect did not agree to set an appointment, you will receive a replacement. All replacements are strictly based on call recording verification.
No Refund Policy
We do not offer refunds for preset appointment orders. These services rely on real-time human labor and verification. As stated on our preset appointments page, we fulfill all services as described. Replacements are offered only for:
• Missing essential information
• Prospect not agreeing to the appointment in call recordings
Support & Disputes
How to Reach Us
Email (as provided in your account). Include order number, lead number, 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.
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.
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.
Contact Us
If you need assistance, reach out to our support team. Include your invoice number and any relevant lead or appointment details for faster resolution.
- 283 Cheval St, Orlando, FL 32828
- Phone: (863) 592 2731
- support@finalexpenseleadspro.com