Lead Refund & Replacement Policy

At Digital Khaos Ltd, we recognise that not every lead will be perfect. Occasionally, an invalid lead may come through. When that happens, we offer a fair and straightforward way to request either a refund or a replacement.

When a Lead Qualifies for Refund or Replacement

Unless otherwise agreed, you may request a refund or replacement if one or more of the following conditions are met:

• Invalid Phone Numbers
  All numbers provided are disconnected, unrecognised, or do not accept incoming calls.
• Fax Line
  The contact number is confirmed to be a fax machine.
• Clearly Fake Numbers
  The lead contains obviously fake numbers such as 07123456789 or 07777777777.
• Duplicate Lead
  The same lead is received more than once within 30 days (720 hours) of the original.
• Test or Fake Submission
  The entry is clearly not genuine, for example “Mickey Mouse”, or was submitted for testing purposes.

When a Lead Does Not Qualify for Refund or Replacement

Refunds or replacements will not be issued in the following cases:

• The number rings out, leads to a standard voicemail, or no one answers and the lead cannot be verified.
• The customer no longer wants advice or has changed their mind.
• The customer has already sourced advice elsewhere.
• Incorrect or incomplete information was submitted, such as inaccurate figures, a wrong email address, or misreported credit status.
• The refund or replacement request is made more than 7 days (168 hours) after the lead was generated.
• The lead did not convert to business and shows no current potential.
• The customer has applied through another lead provider. This is not considered a duplicate.
• Digital Khaos Ltd confirms you are actively engaging or doing business with the customer.

Please note: For 2FA Verified Leads, no refunds or replacements will be accepted under any circumstances, except in the case of a confirmed duplicate lead received within 30 days.

How to Request a Refund or Replacement

All refund or replacement requests must be submitted within 7 days (168 hours) of receiving the lead. After this time, the lead will be deemed valid.

Verification and Admin Fee

Digital Khaos Ltd reserves the right to contact the customer directly to verify your claim. If we confirm the lead is valid, a £20 admin fee may be applied to any on going orders.