Refund & Lead Replacement Policy

1. Scope

This policy applies to professional users who purchase leads or credits through Estate Advice Group. It does not guarantee refunds or replacements.

2. Credit purchases

Credits are purchased for use on the platform. Unless required by law, unused credits are generally non-refundable once added to an account, except where we agree otherwise in writing.

3. Lead replacements

You may request a replacement where a purchased lead is materially invalid, duplicated, clearly fake, unreachable because the contact details are invalid, or materially different from the preview shown before purchase.

4. When replacement may be refused

• The person does not reply after valid contact details were supplied.
• The person decides not to proceed.
• The enquiry is not a good fit for your services after purchase but was reasonably represented in the preview.
• There was a delay or inappropriate contact approach by the professional.
• The request is made outside any stated timeframe.
• There is evidence of misuse, bulk claims or breach of professional terms.

5. Decision process

We may review lead data, contact attempts, timestamps, account history and any supporting evidence. We may approve, reject or partially resolve a request at our discretion.

6. Form of remedy

Where approved, the usual remedy is a credit replacement or account credit, not a cash refund, unless we decide otherwise or the law requires it.