Call Credit & Dispute Policy

A connected call becomes billable after 30 seconds, subject to the campaign rules, routing conditions, and qualification criteria in effect when the call occurred. A connection longer than 30 seconds does not prevent a buyer from submitting a timely dispute, but it does not by itself establish credit eligibility.

A buyer must submit a dispute within three business days after the call appears in the account. The submission should identify the call, campaign, reason, and supporting context. Late, incomplete, or duplicate disputes may be denied unless the company approves an exception.

The following categories may be reviewed for a possible credit. Inclusion does not guarantee a credit, and campaign-specific rules control.

• A verified duplicate caller within the applicable campaign window.
• Spam, robocalls, or clearly non-human traffic.
• A call outside the selected campaign geography.
• A call for the wrong insurance product.
• A disconnected, materially misrouted, or technically unusable call.
• An existing customer seeking policy service rather than a new quote, when excluded by the campaign criteria.
• A job seeker, vendor, solicitation, or unrelated business inquiry.
• A call that fails a documented campaign-specific qualification criterion that was active when routed.

The company may review call recordings, connection data, routing logs, caller information, campaign settings, qualification criteria, and the buyer’s explanation. Buyers must not edit, mischaracterize, or omit material information. Privacy and recording access remain subject to applicable law and account permissions.

Credits are subject to verification and final company review. A disagreement about sales outcome, close rate, quote result, agent performance, or caller preference does not automatically make a call invalid.

Approved credits are generally returned to the buyer’s account balance rather than issued as cash. Unused funds remain as account credit, subject to the final approved Terms & Conditions, payment-provider rules, and any legally required refund rights.

The company may correct duplicate credits, clerical errors, or account adjustments supported by platform records. Final escalation contacts, response targets, and refund rules require operational and legal approval before publication.