Lead Replacement & Return Policy

At Prexium, we aim to deliver only high-quality, high-intent leads. However, we understand that on occasion a lead may not meet your expectations due to invalid or inaccurate information. To ensure fairness and transparency, we offer a lead replacement policy under the conditions outlined below.

Eligibility for Replacement

A lead may be replaced if one or more of the following apply:

1. The contact number(s) provided are invalid, unrecognized, or do not accept calls (applies to all numbers listed).

2. The contact number is verified to be a fax line or consistently reaches an unrelated voicemail.

3. The property listed is already on the market.

4. The lead contains an obviously fake name (e.g., Mickey Mouse) or test submission.

5. The property is located outside your agreed target area.

6. The property address provided is incorrect or does not exist.

7. The same lead is received more than once within a 60-day period (duplicates).

Ineligible for Replacement:

We cannot replace leads under the following conditions:

1. The client selected the wrong lead type (e.g., Mobile Home instead of Residential or Countywide instead of Statewide).
2. The lead is unresponsive (e.g., rings out, no answer, or voicemail with correct name).
3. The client no longer needs services or changed their mind.
4. Incorrect information was submitted by the lead (e.g., misstated condition or timeline to sell).
5. The lead does not convert to business immediately.
6. The same customer submitted to multiple providers (not a Prexium duplicate).
7. Requests submitted after 72hr of lead delivery.
8. Requests submitted without valid documentation.

Documentation & Submission Requirements:

To process a replacement:

1. Submit your request within 72 hrs of receiving the lead.
2. Include documentation clearly showing the issue — this may include call logs, screenshots, recordings, or email correspondence.
3. Requests must be submitted via our Lead Replacement Form.
Note: We do not offer monetary refunds. Approved leads will be replaced in line with this policy.

Follow-Up Expectations

To qualify for replacement, you must attempt contact the lead:

Within 10 minutes of receiving the lead.
At least 9 times in the first 24 hours:
3 attempts in the morning
3 in the afternoon
3 in the evening.

This level of follow-up increases conversion rates and helps identify legitimate issues with lead quality.

Volume Limits

Clients may request replacements for up to 10% of total leads purchased per month. This ensures a fair balance between natural lead variation and replacement eligibility.

Additional Notes

In some cases, Prexium may attempt to contact the lead directly for verification. If a lead is confirmed valid through this process, it will not be replaced.

If you have questions or require assistance, please contact your account manager or email support@prexium.com.