Lead Return Policy
Last updated: September 29, 2026
We stand behind the leads we deliver. If a lead does not meet the standards below, submit a return and — if approved — the lead cost is credited back to your account. Credits are applied against future invoices, not refunded in cash.
What qualifies for return
- Bad contact info. Phone number and email both invalid, disconnected, or unresponsive after documented outreach.
- Wrong service area. Buyer is located outside your agreed territory.
- Wrong vertical. The inquiry is for a service or product outside the categories on your order form.
- Duplicate. The same buyer submitted a lead within the same delivery window that was already billed to you.
- Spam or test submission. Clear indicators of a bot, test entry, or malicious submission.
What does not qualify
- The buyer chose a competitor.
- The buyer's timeline is longer than expected.
- The buyer's project value is at the lower end of your agreed deal-size range.
- You were unable to reach the buyer despite valid contact info.
- The buyer stopped responding after initial contact.
These situations are part of normal sales pipeline attrition and reflect buyer behavior, not lead quality.
How to submit a return
- Submit within seven (7) calendar days of lead delivery.
- Include the lead's unique ID (delivered with every lead) and the return category.
- For "bad contact info," include a note showing the outreach attempts made.
- Submit through your dashboard, or by email to returns@topline.example.
Review timeline
Returns are reviewed within three (3) business days. Approved returns are credited to your account and reflected on your next invoice. Denied returns include a short reason so you can adjust internal handling if needed.
Ongoing quality
If a category of returns starts trending up in your account, we'll reach out — that usually points to a targeting or geo issue we can tighten, not a scoring change. Our goal is a return rate under 5%. Most Partner accounts run well below that once dialed in.
Contact
Questions about returns: returns@topline.example.