Returns policy

• The phone number is disconnected, not in service, or a fax or modem line.
• The number doesn't belong to the person named: wrong person, or the consumer never gave it.
• The lead is outside the filters you set: wrong state, age band or lead type.
• It duplicates a lead we delivered to you in the previous 90 days.
• The consumer tells you they never asked for information about insurance.
• The name or details are obviously fake (for example “Mickey Mouse” or “asdf”).

• The consumer didn't answer, didn't call back, or changed their mind.
• The consumer wasn't approved, didn't qualify with a carrier, or bought elsewhere.
• Leads flagged after the 7-day return window.

Those are the normal realities of selling insurance, and they are the part of the job we can't do for you.

Email hello@getthrivingleads.com within 7 calendar days of delivery with the lead ID (it starts with “TL-”) and the reason from the list above. A screenshot of a disconnected-number message or the consumer's reply helps, but isn't required.

We answer every return within 2 business days. If we decline one, we tell you why.

An approved return is credited back to your prepaid balance at the price you paid for that lead. You can use the credit on your next leads, or get it back as cash when you close your account (see “Unused balance” in our Terms).

There is no cap on approved returns. We review every return, and if returns from an account look like abuse of this policy (for example, returning leads that were contacted and worked), we may end the account and refund its unused balance.

Every lead is sold to one agency: yours. We never resell it, fresh or aged, to anyone. Returned leads are not resold either. We keep a copy of each lead and its consent record only to meet our legal record-keeping duties.

If we change this policy, the new version applies only to leads delivered after the change, and we email active customers first. Effective 30 September 2026.