Lead Replacement Policy

Agent Advantage Systems

This Lead Replacement Policy (the “Policy”) governs the eligibility requirements, submission procedures, verification standards, and fulfillment of requests for replacement leads purchased from Agent Advantage Systems (“Agent Advantage,” “we,” “us,” or “our”). By purchasing or accepting delivery of leads, the purchasing customer (“Client,” “you,” or “your”) acknowledges that this Policy applies to the applicable Order and agrees to comply with its requirements.

This Policy is incorporated into and forms part of the Agent Advantage Terms of Use. Capitalized terms not otherwise defined herein have the meanings assigned to them in the Terms of Use.

1. Exclusive and Limited Nature of Replacement Eligibility

1.1. Limited Remedy. Subject strictly to the conditions and limitations set forth in this Policy, Agent Advantage may provide a replacement lead where a delivered lead satisfies one of the expressly enumerated eligibility criteria in Section 2. Replacement eligibility is limited to objectively verifiable defects in the delivered lead data or specified consumer attributes.

1.2. No General Satisfaction Guarantee. A replacement is not available merely because a lead does not meet the Client’s expectations, does not respond to outreach, does not express continued interest, does not qualify for a particular insurance product, or does not result in an appointment, application, policy issuance, sale, commission, or other desired outcome.

1.3. Exclusive Remedy for Qualifying Lead Defects. Where a lead qualifies for replacement under this Policy, the remedy available under this Policy is the provision of a replacement lead, subject to the applicable eligibility and procedural requirements. A replacement request does not independently entitle the Client to a monetary refund, account credit, cancellation, or other compensation. Any refund or credit entitlement is governed separately by the Refund and Cancellation Policy and the Terms of Use.

2. Qualifying Replacement Conditions

A lead may be submitted for replacement consideration only if the Client identifies one of the following qualifying conditions:

2.1. Disconnected or Non-Operational Telephone Number. The telephone number supplied with the lead is disconnected, no longer in service, or otherwise confirmed to be non-operational.

2.2. Incorrect State. The consumer’s state of residence is outside the state or states selected by the Client for the applicable Order. The Client is responsible for ensuring that its selected states accurately reflect its licensing and targeting requirements.

2.3. Consumer Does Not Speak English. The consumer is unable to communicate in English. A preference for another language, difficulty understanding a particular accent, or a perceived communication barrier does not, by itself, establish eligibility unless the consumer is unable to communicate in English.

2.4. Consumer Over Age 85. The consumer is older than eighty-five (85) years of age.

2.5. Exclusive List of Qualifying Conditions. The conditions set forth in Sections 2.1 through 2.4 constitute the exclusive grounds for replacement consideration under this Policy. No other circumstance shall qualify unless Agent Advantage expressly agrees otherwise in writing.

3. Non-Qualifying Circumstances

Without limiting the foregoing, the following circumstances do not qualify a lead for replacement:

a. The consumer does not answer telephone calls, text messages, emails, or other outreach attempts;

b. The consumer cannot be reached after repeated or reasonable contact attempts;

c. The consumer does not return calls or messages, declines to communicate, or ceases responding;

d. The consumer is uninterested in purchasing insurance, has changed their mind, or does not wish to proceed;

e. The consumer does not meet the Client’s underwriting, health, financial, affordability, coverage, product-fit, or sales criteria;

f. The consumer does not qualify for the particular insurance carrier, product, coverage amount, or underwriting classification sought by the Client;

g. The consumer has already purchased insurance, is working with another agent, or elects to work with another agent or agency;

h. The Client is unable to secure an appointment, obtain an application, close a sale, or generate a commission or other financial return;

i. The Client believes the lead is of insufficient quality, has a low likelihood of conversion, or is otherwise commercially unsatisfactory; or

j. Any other circumstance that does not satisfy one of the express qualifying conditions in Section 2.

The Client acknowledges that consumer behavior, responsiveness, purchasing intent at the time of contact, underwriting eligibility, and sales outcomes are not guaranteed and are not, standing alone, grounds for replacement.

4. Submission Deadline and Required Procedure

4.1. Forty-Eight-Hour Deadline. A replacement request must be submitted in writing within forty-eight (48) hours after delivery of the applicable lead. The deadline applies separately to each lead for which replacement is requested.

4.2. Written Submission Required. Requests must be submitted by email to the applicable Agent Advantage support contact identified on the website or in the Client’s Order communications. A request made through another channel shall not be deemed properly submitted unless Agent Advantage acknowledges it in writing.

4.3. Required Information. Each request must identify the specific lead and state the precise qualifying condition being asserted. The Client must provide sufficient information to enable Agent Advantage to locate the lead, evaluate the claim, and verify the asserted defect. Agent Advantage may request reasonable additional information or supporting documentation where necessary to evaluate the request.

4.4. Timely Cooperation. The Client must respond promptly and completely to reasonable requests for additional information. Failure to provide sufficient information to substantiate a request may result in denial of the request.

4.5. Late or Incomplete Requests. Requests submitted after the forty-eight (48)-hour deadline, or requests that do not contain sufficient identifying information to evaluate the claim, may be denied. Agent Advantage has no obligation to investigate or grant an untimely request, except where otherwise required by applicable law or expressly authorized by Agent Advantage in writing.

4.6. Client Recordkeeping. The Client is responsible for maintaining its own records of lead delivery, attempted contact, and replacement requests. Agent Advantage’s delivery records and related business records may be considered in determining whether a request was submitted within the applicable deadline.

5. Verification and Review

5.1. Verification Rights. All replacement requests are subject to review and verification by Agent Advantage. We may use reasonable manual or automated procedures to determine whether the asserted condition is substantiated.

5.2. Permitted Verification Methods. Verification may include, as reasonably appropriate, reviewing the delivered lead data, examining relevant records, using telephone-number or data-validation tools, reviewing supporting documentation, and contacting the consumer to confirm relevant information.

5.3. Client Cooperation. The Client shall reasonably cooperate with the review process and shall not knowingly submit false, misleading, duplicative, or unsupported replacement claims. Submission of a request does not establish eligibility or guarantee approval.

5.4. Determination. Agent Advantage will determine whether the applicable eligibility requirements have been satisfied based on the information reasonably available at the time of review. A request may be denied where the qualifying condition cannot be substantiated, the request is untimely, or the Client fails to comply with the applicable requirements of this Policy.

5.5. Good-Faith Administration. Replacement requests will be evaluated in accordance with this Policy and applicable law. Nothing in this Policy authorizes Agent Advantage to disregard a legal obligation that cannot lawfully be waived or limited by agreement.

6. Fulfillment of Approved Replacements

6.1. Replacement Queue. Once a replacement request is approved, the qualifying lead may be added to Agent Advantage’s replacement queue for fulfillment. Approved replacements may be delivered separately from the original Order as replacement inventory becomes available.

6.2. Delivery Method. Replacement leads will ordinarily be delivered through the Client’s designated lead-delivery spreadsheet or other delivery method applicable to the original Order. Replacement leads may be added to the existing spreadsheet, and the total number of leads shown may therefore exceed the quantity originally purchased.

6.3. Example. If the Client purchases thirty (30) leads and five (5) leads are approved for replacement, the spreadsheet may ultimately contain thirty-five (35) leads once all five replacements have been delivered.

6.4. Fulfillment Timing. Approval of a replacement request does not guarantee immediate delivery. Replacement fulfillment is subject to inventory availability, operational processing, and campaign delivery conditions. Unless otherwise required by applicable law or expressly agreed in writing, no specific replacement delivery date is guaranteed.

6.5. No Duplicate Compensation. A lead approved for replacement shall not entitle the Client to multiple replacements or cumulative compensation for the same qualifying defect. Agent Advantage may reject duplicate claims relating to the same lead.

7. Aged Leads and Other Exclusions

7.1. Aged Leads. Aged leads are expressly excluded from replacement eligibility. Because aged leads may have been generated previously and may have reduced responsiveness, the Client accepts the inherent limitations associated with that product category. No replacement will be provided for aged leads on the basis of age, prior contact, non-responsiveness, lack of interest, or any other ground under this Policy.

7.2. Other Express Exclusions. A lead that does not satisfy the qualifying conditions in Section 2 is not eligible for replacement, subject to any rights that cannot lawfully be excluded.

7.3. No Waiver by Prior Accommodation. Any replacement or other accommodation granted outside the express requirements of this Policy is discretionary and shall not establish a course of dealing, create a continuing entitlement, or amend this Policy for any future Order.

8. Rolling Fourteen-Day Return-Rate Limitation

8.1. Threshold. Agent Advantage may temporarily suspend the submission or processing of additional replacement requests where the Client’s rolling fourteen-day (14-day) return rate exceeds thirty percent (30%).

8.2. Calculation and Review. For purposes of administering this threshold, Agent Advantage may assess replacement requests in relation to the volume of leads delivered to the Client during the applicable rolling fourteen-day period, using its delivery and replacement records. Agent Advantage may determine the applicable calculation period and the treatment of pending requests in a commercially reasonable manner consistent with this Policy.

8.3. Suspension. Where the threshold is exceeded, Agent Advantage may suspend further replacement requests until additional lead purchases reduce the applicable return rate to a level that no longer exceeds the threshold. The suspension may remain in effect until the relevant purchase and delivery activity has been recorded and the applicable rate has been recalculated.

8.4. Scope of Limitation. This provision is intended to address unusually high replacement-request rates and does not constitute a guarantee that any request will be approved. All requests remain subject to the eligibility, deadline, verification, and documentation requirements of this Policy.

9. Prohibition on Abuse

The Client shall not manipulate, misrepresent, or abuse the replacement process, including by submitting knowingly inaccurate claims, repeatedly submitting the same claim, altering or withholding material information, or seeking replacements for circumstances expressly excluded under this Policy. Agent Advantage may deny unsupported or duplicative requests and may suspend replacement-request processing where reasonably necessary to investigate suspected abuse, subject to applicable law and the Client’s non-waivable rights.

10. Amendments and Interpretation

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

10.2. If any provision of this Policy is held unenforceable, the remaining provisions shall remain in effect to the fullest extent permitted by law.

10.3. This Policy shall be read together with the Terms of Use and the Refund and Cancellation Policy. In the event of a conflict concerning the eligibility or processing of lead replacements, this Policy shall govern that specific subject matter, subject to any separately executed agreement and applicable law.

11. Contact Information

Questions or replacement requests should be directed to the Agent Advantage support contact identified on the website or in the applicable Order communications.

For legal notices concerning this Policy, contact:

Agent Advantage Systems
Legal@AgentAdvantage.io