Refund Policy
Seller Lead HQ
A brand operated by Easy Pay Per Call LLC
Effective Date: January 10 2024
Last Updated: April 22 2026
1. About This Policy
This Refund Policy (“Policy”) governs all requests for credits or replacement leads in connection with motivated home seller leads (“Leads”) purchased from Easy Pay Per Call LLC, a Texas limited liability company doing business as “Seller Lead HQ” (“we,” “us,” “our,” or “Company”). This Policy is incorporated by reference into your Lead Purchase Agreement or other written agreement with us (“Purchase Agreement”) and forms part of the overall business-to-business relationship between you (“you,” “Buyer,” or “Lead Buyer”) and the Company. Capitalized terms not defined here have the meaning given in your Purchase Agreement.
We generate Leads through paid advertising on platforms such as Facebook, Google, YouTube, and similar networks. Every Lead we deliver is phone-verified at the time of generation. Because real estate leads involve real people whose circumstances can change quickly, no lead generation company can guarantee that every Lead will close, answer the phone indefinitely, or still wish to sell days or weeks after submission. This Policy sets out the narrow circumstances in which you may request a credit or a replacement Lead.
2. Form of Refunds; No Cash Refunds
All approved refund requests are issued as account credit or as a replacement Lead of comparable type and price, at our discretion. We do not issue cash refunds, chargebacks, or reversals to your original payment method. Account credit may be applied to future Lead purchases from us.
Credit Expiration: Account credits are valid for twelve (12) months from the date of issuance and expire automatically if not used within that period.
3. Refund Window
Refund windows depend on the type of Lead purchased:
Shared Leads: You must submit a refund request within seven (7) calendar days of the date we delivered the Lead to you.
Exclusive Leads: You must submit a refund request within three (3) calendar days of the date we delivered the Lead to you.
Requests submitted after the applicable window are not eligible for a refund, regardless of reason. The delivery date is the date and time we first sent the Lead to your designated email address or Lead delivery endpoint (including via Zapier or similar integrations).
4. How to Request a Refund
To submit a refund request, email us at [email protected] with the subject line “Refund Request — [Lead ID].” Your email must include:
The Lead ID or the full name and property address of the Lead
The date you received the Lead
The specific refund reason from Section 6 or Section 7 that applies
Supporting documentation as described for that reason (see below)
For “No Response” requests, a log of your follow-up attempts, including date, time, method (call/text/email), and outcome of each attempt
We aim to review and respond to refund requests within one to seven (1–7) business days of receipt. Review times may be longer for requests that require us to independently contact the Lead to verify the claim. We reserve the right to request additional information before approving or denying a request.
5. General Rules That Apply to All Refund Requests
Good-Faith Engagement Required. We reserve the right to deny refund requests from Buyers who demonstrate a pattern of not working Leads in good faith, requesting refunds on a large percentage of Leads, or abusing this Policy. Buyers who consistently engage their Leads receive priority support and, at our discretion, more favorable consideration on borderline requests.
We May Contact the Lead. On most refund requests, we will follow up with the Lead directly to verify the reason for the refund. If the Lead confirms they submitted the form and are still interested in selling, the refund request will be denied.
Act in Parallel. While a refund request is pending, you should continue to attempt contact with the Lead by all reasonable methods. Speed of follow-up is critical to closing real estate leads.
No Refund After Contact. If you have made meaningful two-way contact with the Lead (such as a live phone conversation, a text exchange, an appointment scheduled, an in-person meeting, or an offer submitted), the Lead is not eligible for a refund, except in the case of clear fraud (Section 6.2) or a duplicate (Section 6.9).
Leads Actively Shopping Within 6 Months. Leads who indicate they are looking to sell their property within the next six months are not eligible for refunds based on “Not Selling House” or “Changed Their Mind” reasons, even if the Lead later tells you otherwise.
6. Valid Refund Reasons (Shared Leads)
The following are the only reasons for which a refund or replacement may be approved for a Shared Lead. Each reason requires the documentation described.
6.1 Outside Your Purchased Area
The Lead’s property is located outside the geographic area you purchased. Please include a link to the property on Zillow, Redfin, the county assessor, or a similar public source confirming the property location.
6.2 Spam or Fake Lead
The Lead is clearly fraudulent — for example, the property address does not exist, the person named does not exist, or the information is obviously fabricated. Please include a link or screenshot demonstrating that the property or person cannot be verified through public records.
6.3 Invalid Contact Information
The phone number provided does not reach the Lead (wrong number, disconnected, or out of service) and no valid email response is possible. If the phone number is bad but the email address does not bounce, you must send daily follow-up emails for four (4) consecutive days before the Lead qualifies for a refund under this reason, unless we confirm earlier that the email is invalid.
Before approving a refund under this reason, we will attempt to reach the Lead directly (including by skip trace where practical). You are encouraged to do the same in parallel.
6.4 No Response — Shared Leads
The Lead has not responded to your follow-up efforts despite reasonable, documented outreach. To qualify for a refund under this reason, you must show at least eight (8) documented touch points spread across three (3) consecutive days, averaging no fewer than two touch points per day, using a mix of phone calls, text messages, and emails. Email outreach must occur on each of the three days unless the email address bounces.
You must be prepared to provide a log of your touch points, including date, time, method, and outcome. We recommend triple-dialing, varying the time of day, and A/B testing your follow-up messaging.
6.5 Vacant Land or Non-Residential Property
The property has no residential structure or is used solely for non-residential purposes. Please include a link to Zillow, the county assessor, or a similar public source confirming the property type. This reason does not apply if you purchased a lead type that specifically includes land or non-residential properties.
6.6 Mobile Home on Rented Land
The Lead is a mobile home or trailer that is not being sold together with the land beneath it. Please include a link or other documentation confirming the arrangement. This reason does not apply if you purchased a lead type that specifically includes mobile homes on rented land.
6.7 Active MLS Listing — For Sale
At the time the Lead was delivered, the property was actively listed “For Sale” on the MLS with a signed listing agreement. Please include a link to the active MLS listing or equivalent proof. Properties listed “For Rent” do not qualify. A property owner who happens to be a licensed real estate agent or broker but whose property is not listed for sale is a valid Lead and does not qualify for a refund under this reason.
6.8 Wholesaler Leads
The Lead is a wholesaler, contract assignor, or other party who is not on title and does not own the property. Please include any public record, contract disclosure, or other information confirming the Lead does not own the property.
6.9 Duplicate Lead
You received the same Lead from us, defined by matching property address, within the prior three hundred sixty-five (365) days. Duplicate refunds do not apply to Leads you received from any source other than us. Your refund request must include all relevant Lead IDs.
6.10 Not Selling / Did Not Submit Form
The Lead tells you they are not selling their home or did not submit a form to us. Please include a screenshot, text message, email, or written summary of the Lead’s statement. We will contact the Lead directly to verify. If the Lead confirms to us that they are, in fact, interested in selling or that they did submit the form, the refund request will be denied.
6.11 Other
If you believe a Lead qualifies for a refund for a reason not listed above, you may submit a detailed written explanation with any supporting documentation. Approval of “Other” requests is at our sole discretion.
7. Refund Rules for Exclusive Leads
Exclusive Leads are sold to a single Buyer at a premium price in exchange for first and sole contact. Because the value of an Exclusive Lead is tied to that exclusivity, refund eligibility is narrower.
Exclusive Leads are eligible for refund or replacement only for the following reasons: 6.1 (Outside Your Purchased Area), 6.2 (Spam or Fake Lead), 6.3 (Invalid Contact Information), 6.5 (Vacant Land or Non-Residential Property), 6.6 (Mobile Home on Rented Land), 6.7 (Active MLS Listing — For Sale), 6.8 (Wholesaler Leads), and 6.9 (Duplicate Lead).
The following reasons do NOT apply to Exclusive Leads: 6.4 (No Response), 6.10 (Not Selling / Did Not Submit Form), and 6.11 (Other).
Stricter No-Response Standard for Exclusive Leads. Because you have sole contact rights with an Exclusive Lead, you are expected to pursue that Lead aggressively. A failure by the Lead to respond to your outreach is not, by itself, a valid refund reason for an Exclusive Lead.
Shortened Window. Refund requests for Exclusive Leads must be submitted within three (3) calendar days of delivery, as described in Section 3.
8. Denials and Appeals
If we deny a refund request, we will provide a brief written explanation. You may submit one (1) appeal in writing within seven (7) calendar days of denial, including any additional documentation. Our decision on appeal is final.
9. Changes to This Policy
We may modify this Policy from time to time. The version in effect on the date a Lead is delivered to you governs refund requests for that Lead. When we make changes, we will update the “Last Updated” date above and post the revised Policy on our website.