Refund and Cancellation Policy

Agent Advantage Systems

This Refund and Cancellation Policy (the “Policy”) governs cancellation requests, refund eligibility, and the treatment of undelivered leads purchased from Agent Advantage Systems (“Agent Advantage,” “we,” “us,” or “our”). This Policy applies to all applicable Orders placed through our website or other authorized ordering channels.

By placing an Order, the purchasing customer (“Client,” “you,” or “your”) acknowledges and agrees to this Policy, together with the Agent Advantage Terms of Use and any other applicable policies incorporated therein. Nothing in this Policy shall exclude, restrict, or waive any right or remedy that cannot lawfully be excluded, restricted, or waived under applicable law.

1. General Refund Policy

1.1. Limited Refund Eligibility. Except as expressly provided in this Policy or required by applicable law, all Orders are final and non-refundable after the applicable cancellation period has expired.

1.2. Nature of Services. Agent Advantage allocates operational resources and advertising expenditure to fulfill Orders. Once a campaign has been activated or funds or resources have otherwise been committed to fulfillment, cancellation may result in costs that cannot reasonably be recovered or reversed.

1.3. No Satisfaction-Based Refunds. Refunds are not available merely because the Client is dissatisfied with lead performance, consumer responsiveness, contact rates, conversion rates, appointment volume, sales outcomes, underwriting eligibility, or return on investment. The purchase of leads does not guarantee that a consumer will answer, communicate, apply for coverage, purchase an insurance product, or generate revenue for the Client.

1.4. Exclusive Application. This Policy governs refund and cancellation matters. Requests concerning whether an individual lead qualifies for replacement must be submitted and evaluated under the separate Lead Replacement Policy.

2. Cancellation Window

2.1. Two-Hour Cancellation Period. A Client seeking to cancel an Order must submit a written cancellation request within two (2) hours after the Order is placed.

2.2. Submission Requirements. Cancellation requests must be sent to the applicable Agent Advantage support contact identified on the website or in the Client’s Order communications. The request must identify the Order and clearly state that cancellation is being requested. The Client is responsible for allowing sufficient time for the request to be received before the cancellation period expires.

2.3. Effect of Timely Request. A request submitted within the two-hour period will be reviewed in accordance with this Policy. Where the Order has not entered fulfillment and no material, non-recoverable campaign expenditure or other fulfillment commitment has been incurred, Agent Advantage may cancel the Order and issue a refund of the eligible amount paid.

2.4. Orders Already in Fulfillment. Submission of a cancellation request within two (2) hours does not guarantee cancellation or a full refund if campaign activation has already occurred or material advertising expenditure or other fulfillment costs have already been committed. Any refund in such circumstances will be determined in light of the status of the Order, applicable costs, this Policy, and applicable law.

2.5. Expiration of Cancellation Period. Once the two-hour cancellation period has expired, the Order is ordinarily non-cancellable and non-refundable, except for the limited undelivered-order remedy set forth in Section 4 or where otherwise required by applicable law.

3. Campaign Activation and Non-Cancellable Orders

3.1. Allocation of Resources. The Client acknowledges that fulfillment may require Agent Advantage to allocate advertising budgets, campaign capacity, personnel, software, and other operational resources specifically or substantially in reliance on the Order.

3.2. Finality Following Activation. Once a campaign has been activated or advertising expenditure or other material fulfillment commitments have been incurred, the Order may not be cancelled for convenience, and the Client shall not be entitled to a refund solely because it no longer wishes to receive the ordered leads.

3.3. No Unilateral Termination for Convenience. The Client may not unilaterally terminate an active Order to avoid payment obligations or recover amounts allocated to fulfillment, except to the extent expressly permitted under this Policy, another applicable written agreement, or applicable law.

3.4. Pause or Adjustment Requests. Subject to operational feasibility and any applicable Order terms, the Client may request that a campaign be paused or that its targeting parameters be adjusted. Approval of a pause or adjustment does not itself entitle the Client to a refund, does not guarantee that previously committed expenditures can be recovered, and does not automatically terminate the Order.

4. Undelivered Leads and Partial Refunds or Credits

4.1. Ten-Business-Day Threshold. If Agent Advantage is unable to fulfill the entire quantity of leads purchased under an Order within ten (10) business days, the Client may be eligible for a partial refund or account credit attributable to the portion of the Order that remains undelivered.

4.2. Scope of Remedy. Any refund or credit under this Section applies only to the undelivered portion of the applicable Order. Leads already delivered are not refundable solely because the remainder of the Order has not been delivered within the stated period.

4.3. Calculation. The amount of any partial refund or credit will be calculated on a pro rata basis using the amount paid and reasonably attributable to the undelivered leads. Any applicable discount, package pricing, or other Order-specific pricing adjustment will be taken into account to determine the appropriate allocation. The calculation will not include amounts attributable to leads already delivered.

4.4. Form of Remedy. Where eligible, Agent Advantage may provide either a partial refund to the original payment method or an account credit, as appropriate under the applicable Order terms and applicable law. Any account credit will be limited to the value attributable to the undelivered portion and will not exceed that amount.

4.5. No Automatic Refund of the Entire Order. An incomplete Order does not, by itself, entitle the Client to a full refund for the entire purchase. The remedy under this Section is limited to the undelivered portion unless a different remedy is required by applicable law or expressly agreed to in writing.

4.6. Business Days. For purposes of this Policy, “business days” means Monday through Friday, excluding applicable U.S. federal holidays. Unless otherwise expressly stated in writing, the ten-business-day period is measured from the date the Order is accepted for fulfillment.

4.7. Notice and Review. A Client who believes an Order remains incomplete after the applicable ten-business-day period should contact Agent Advantage in writing, identify the Order, and specify the number of leads believed to remain undelivered. Agent Advantage may review its campaign, delivery, and payment records to determine the quantity delivered and the appropriate refund or credit amount.

5. Non-Refundable Circumstances

Except where otherwise required by applicable law or expressly agreed in writing, the following circumstances do not independently entitle the Client to a refund or cancellation:

a. The Client changes its mind, no longer wishes to proceed, or decides to discontinue its sales or marketing activity;

b. The Client does not contact, reach, or receive a response from a consumer associated with a delivered lead;

c. A consumer declines to purchase insurance, ceases responding, or expresses no further interest;

d. A consumer does not meet the Client’s preferred underwriting, financial, health, product, coverage, or sales criteria;

e. The Client does not obtain appointments, applications, issued policies, commissions, or other anticipated business results;

f. The Client’s sales performance, contact rate, conversion rate, or return on investment falls below its expectations;

g. The Client has not configured its spreadsheet notifications, internal systems, or lead-management procedures in a manner that permits timely receipt or review of delivered leads;

h. The Client purchases leads for states, insurance products, or sales operations that do not align with its licensing, staffing, or operational capabilities;

i. The Client fails to comply with the applicable lead replacement procedures or deadlines for a claim concerning an individual lead; or

j. The Order consists of aged leads, subject to any rights that cannot lawfully be excluded.

This Section does not override the partial refund or credit remedy expressly provided for eligible undelivered leads under Section 4.

6. Aged Leads

6.1. Aged-Lead Sales. Aged leads are previously generated leads that may have been available for a longer period and may have reduced consumer responsiveness. The Client acknowledges and accepts the inherent characteristics and limitations associated with this product category.

6.2. No Refunds Based on Performance. Aged-lead purchases are non-refundable and non-cancellable after the applicable cancellation period, except where a refund is expressly required by applicable law or otherwise agreed to in writing.

6.3. No Replacement Entitlement. Aged leads are excluded from replacement eligibility as specified in the Lead Replacement Policy. The absence of a replacement entitlement does not eliminate any independent right that applicable law requires Agent Advantage to honor.

7. Refund Processing

7.1. Verification. Before issuing an eligible refund or credit, Agent Advantage may verify the Order, payment, cancellation request, campaign status, quantity delivered, and amount attributable to any undelivered leads.

7.2. Original Payment Method. Where a refund is approved, it will ordinarily be returned to the original payment method used for the Order, subject to payment processor requirements and applicable law.

7.3. Processing Time. After approval, Agent Advantage will initiate the refund within a commercially reasonable period. The time required for the refund to appear in the Client’s account may depend on the payment processor, card issuer, bank, or other financial institution and is not controlled solely by Agent Advantage.

7.4. Credits. Where an account credit is issued, the credit will be recorded in the Client’s account or otherwise communicated in writing. Unless otherwise stated in writing or required by applicable law, a credit is limited to future purchases from Agent Advantage and is not redeemable for cash.

7.5. No Duplicate Recovery. A Client may not obtain duplicate compensation for the same undelivered leads or transaction. Any refund, credit, reversal, or other recovery already provided for the same amount may be considered when determining any remaining amount owed, subject to applicable law.

8. Payment Disputes and Chargebacks

8.1. Good-Faith Resolution. Before initiating a payment dispute where practicable, the Client is encouraged to contact Agent Advantage to identify the disputed transaction and provide an opportunity to review the matter.

8.2. Supporting Records. In responding to a payment dispute, Agent Advantage may provide relevant Order records, applicable policy terms, delivery records, communications, and other transaction documentation to the payment processor or financial institution, as permitted by law.

8.3. No Waiver of Statutory Rights. Nothing in this Policy prohibits a Client from exercising a legitimate payment-dispute right or other right that cannot lawfully be waived. The existence of a payment dispute does not, by itself, establish that either party is legally entitled to prevail.

8.4. Amounts Properly Owed. The Client remains responsible for amounts properly due under the applicable Order and Terms of Use, subject to any valid refund, credit, dispute resolution, or other remedy available under the applicable agreement or law.

9. Policy Administration and Amendments

9.1. Agent Advantage may amend this Policy from time to time, subject to applicable law. The version applicable to a particular Order will be determined in accordance with the Terms of Use and any applicable mandatory legal requirements.

9.2. Any exception to this Policy must be expressly authorized in writing by Agent Advantage. A discretionary accommodation in one instance does not create a continuing obligation to grant similar accommodations in future transactions.

9.3. If any provision of this Policy is held invalid or unenforceable, the remaining provisions shall continue in effect to the fullest extent permitted by law.

9.4. This Policy shall be interpreted together with the Terms of Use and Lead Replacement Policy. In the event of a conflict concerning refunds, cancellations, or the financial treatment of undelivered Orders, this Policy shall govern that specific subject matter, subject to any separately executed agreement and applicable law.

10. Contact Information

Questions or requests concerning refunds, cancellations, or undelivered Orders should be directed to the applicable Agent Advantage support contact identified on the website or in the Client’s Order communications.

For legal notices concerning this Policy:

Agent Advantage Systems
Legal@AgentAdvantage.io