Refund & Replacement Policy

This policy explains when a lead qualifies for a credit, replacement, or refund and how to submit a request.

Overview

eMavio uses automated validation, phone/email verification, TCPA consent capture, and duplicate detection to keep lead quality high. When a lead does not meet the criteria below, we issue a credit or replacement lead at our discretion.

Eligible reasons for a credit or replacement

A lead qualifies for credit if it meets all of the following:

Reported within 72 hours of purchase (or 24 hours for live/warm transfers)
Documented in the eMavio dashboard using the "Request refund" flow
Falls into one of these categories:
Wrong number — phone number does not belong to the consumer named
Disconnected number — number is not in service
Duplicate — same consumer sold to the same buyer within 30 days
Fraudulent submission — clear evidence of bot or fake identity
Outside filter — lead materially does not match the state, coverage type, or age filter you purchased
Underage — consumer is under the minimum age for the requested product
Consent revoked before contact — consumer opted out before you were able to contact

Not eligible

Lead did not answer or return your calls
Lead was not interested, already covered, or bought elsewhere
Lead was reachable but slow to respond
Buyer failed to attempt contact within a reasonable time
Reports submitted outside the applicable window
Chargebacks initiated without first using the eMavio dispute process

Live call transfers

Live transfers must meet the qualifying script criteria disclosed at purchase (age, state, coverage type, minimum call duration). Disputes must be submitted within 24 hours with the call recording reference.

How to request

1. Open the lead in your dashboard. 2. Click Request refund / replacement. 3. Select a reason and add supporting details (call log, screenshot, recording reference). 4. We review within 3 business days and either credit your account, deliver a replacement lead, or explain the denial.

Appeals

If a request is denied and you disagree, reply in the ticket with additional evidence. A senior review is available on request.

Subscription fees and premium placement

Monthly subscription fees and premium placement fees are prorated only where required by law and are otherwise non-refundable. See the [Lead Buyer Agreement](/legal/lead-buyer-agreement) for details.

Chargebacks

Filing a chargeback without first using this dispute process may result in immediate account suspension and forfeiture of any remaining credits.