Refund policy

If we deliver fewer than 10 leads in the 30 days after a purchase, you can ask for a refund of that purchase’s unused tokens.

• How to claim: Email hello@buyfexleads.com from your account email within 14 days after the 30-day period ends.
• What you get back: The unused paid tokens from that purchase, refunded to your original card at the price you paid per token, minus the card processing fee. Bonus tokens are not refundable. Leads already delivered are yours to keep and are not refunded.
• The 30 days only count while your account is live: you have at least one state picked, an open lead order for one of those states, lead delivery is on, and the account isn’t paused. Days you pause delivery, have no states picked, or have no open lead order don’t count toward the 30.
• Not covered: Accounts that filed a chargeback, accounts on hold or closed under the Terms, or purchases where you removed your states, or paused or cancelled your lead orders, yourself.
• Once refunded, those tokens are removed from your balance.

“Price you paid per token” means the amount you paid for that purchase divided by the paid tokens in it. Bonus tokens are not counted.

“Card processing fee” means the fee our payment processor (Stripe) charged us on that purchase.

You can see each recent purchase’s Delivery Guarantee status on the Tokens page of your dashboard.

Leads already delivered are never refunded. If a delivered lead is bad, the remedy is token credit, as set out in the sections below. That is the only remedy for a bad lead.

A lead is bad only if one of these is true:

• The phone number is wrong or disconnected.
• The person says they never asked for information.
• The person the coverage is for is under 50 or over 85.
• The person lives outside the states you picked.
• The lead is a duplicate of a lead we already sent you in the last 30 days.

In the report form, pick Wrong number, Disconnected, or Never filled out the form. For age, state or a duplicate, pick Other and say which.

These happen with real leads. They don’t earn a credit:

• The person doesn’t answer, or doesn’t call back.
• The person hangs up, or says they aren’t interested.
• The person changed their mind, can’t afford it, or already has coverage.
• The person doesn’t qualify for a policy with your carriers.
• The call goes to voicemail, or the person asks you to call back later.

Report the lead from your dashboard within 7 days of delivery and attach the call recording. Without a recording, or after 7 days, we can’t credit the lead. Each lead can be reported once, and a lead you marked Sold can’t be reported.

We listen to the call. If we approve it, 3 tokens go back to your balance. A lead uses 5 tokens. Credited tokens expire 12 months after they’re added. Credits are always tokens, never cash. Our decision is final.

First-order guarantee: for a bad lead among the leads from your first paid order (paid plus bonus, in the order they arrive), all 5 tokens go back instead. Once per agent.

Live calls have their own rules, in the next section.

A live call you take by pressing 1 uses 10 tokens if it lasts 90 seconds or more from the press. Billed calls are never refunded in cash. A billed call earns a credit of 6 tokens, in tokens only, only if both of these are true:

• You ask for it from your dashboard within 7 days of the call. You don’t need to send a recording; we use ours.
• Our recording of the call shows one of the reasons below.

The only reasons that earn a call credit:

1. It was a wrong number, or the caller wasn’t calling about life or final expense insurance.
2. It was a prank or abusive call, or there was no real person on the line (a fax, a robot, silence or a recording).
3. The caller couldn’t hold a conversation in English.
4. The caller says they are under 18.
5. The caller says they live in a state where you aren’t live on BuyFEXLeads.
6. The same caller was already billed to you as a live call in the 30 days before.

These never earn a call credit:

• The caller isn’t interested, can’t afford it, or doesn’t qualify on health.
• The caller didn’t buy, or hung up after your pitch.
• The caller already has coverage.
• The call dropped after it passed 90 seconds.
• You missed or declined other calls.
• A missed call fee (charged when you miss 3 calls in a row).
• You aren’t licensed in a state you chose to be live in.
• Anything that isn’t on our recording of the call.

Missed call fee. If you miss 3 live calls in a row, the last one costs 10 tokens and pauses your calls (see our Terms). That fee is final: it is never refunded or credited. Calls come back when we approve your request from the dashboard.

We decide from our recording, and our decision is final. Each call can be credited once. A credit only adds tokens to your balance. It can’t be cashed out, and it never creates a negative balance. Credited tokens expire 12 months after they’re added.

Reports are checked against the recording. False reports, or far more reports than normal, may lead us to stop accepting your reports or close your account, as our Terms explain.

Tokens expire 12 months after purchase, and credited tokens 12 months after they’re added. First-order bonus tokens expire with the order they came with. Expired tokens aren’t refunded.

All other purchases are final. Delivered leads are never refunded, and bad leads are handled with token credit under our Bad Lead Policy.

Apart from the Delivery Guarantee, we don’t refund cash for tokens: spent, expired or forfeited, or tokens left when an account closes. Tokens have no cash value and can’t be transferred.

Email hello@buyfexleads.com first. You agreed to contact us before any chargeback or payment dispute. What happens if you open one is in the “Chargebacks and payment disputes” section of our Terms.