Billing Rules, Credits and Refunds

These are the buyer terms in plain English. The signed agreement will say the same things in more words; where the two ever differ, we will change the agreement, not this page.

When a call is billable

Billable call

A live, inbound call from a caller who dialed the number on one of our ads, answered by you, that ran past your buffer.

Buffer

The seconds a call must run with you before it is billable: 90 seconds, the same for every call. The clock starts when you answer. Greeting, hold and ring time never count.

Price

Your quoted rate per billable call, $65 to $70 depending on buffer, language, source and the caller's state (how rates are set). It shows before you fund, is locked the moment your phone rings. An increase applies only to calls that ring at least 7 days after we tell you; a decrease applies at once. Never a share of your commission and never tied to whether you sell, which keeps the price a fee for a call, not a payment for a sale (why that matters).

Exclusive

Each call rings one agent and is sold once. A caller is never transferred or resold to anyone else after you take the call.

The four states of a call

Every call on your desk ends in one of four states, the same four Google uses for Local Services leads (Google), each with a reason in plain words.

1. Not charged
2. or
3. Charged
4. →
5. In review
6. →
7. Credited

Not charged

The system priced it at zero before it reached your balance. You never have to ask.

Charged

The call passed your buffer and was paid from your balance. The receipt shows the balance before and after.

In review

You asked for a credit. A person is listening to the recording and you will have a written answer within 1 business day.

Credited

The credit was approved and the full call price is back in your balance.

Never charged

These are checked automatically before a call is priced:

• A call that ends before your buffer
• A missed call, or one that reaches your voicemail
• Any call while you are set to Away or paused
• A call outside the hours you set
• A caller outside your licensed states
• The same phone number again within 30 days
• Greeting, hold and ring time

Missed calls in particular are never billed, including during the hours you set. Some platforms now charge for missed calls, and we think a call you never heard should never cost you.

Credits

If a charged call wasn't a real prospect, tap Request credit on its receipt within 7 days and pick a reason. Software flags clear cases first; a person listens to the recording and decides. You get a written answer within 1 business day, and an approved credit returns the full price to your balance at once.

If credit requests pass 20% of your calls over 14 days, we call you to look at fit together: your states, hours, buffer or script. It is a conversation, not a cutoff, and it keeps credits generous for everyone.

Your balance

• Calls are paid from a prepaid balance, starting at $325. It is used only to pay for calls.
• Auto-recharge is optional. You choose the amount and the level that triggers it, and can turn it off any time.
• No platform fee, setup fee or card surcharge. The balance earns no interest.
• Approved credits return to the balance. Credits are not paid out in cash.
• How unused balance is handled is written into your agreement, which you read before you add a balance.

Our side of the deal

Over your first 10 business days of Taking calls, we hold ourselves to three things, measured automatically and shown on your desk as the Our side meter. These are commitments about our service, not a guarantee of calls, sales or income.

1. Calls arrive. We ring at least 5 calls inside your states and hours in your first 10 business days of Taking calls. Assumes you are Taking calls 20+ hours a week in 3+ states. Fewer hours or states scale the target down in proportion.
2. Calls are real. Approved credits stay at or under 15% of your billable calls. Judged once you have 10 or more billable calls in the window, so one bad call cannot decide it. If more than that share turn out not to be real prospects, the problem is ours, not yours.
3. Answers are fast. Every credit request gets a written answer within 1 business day. Counted from the time you tap Request credit to our written decision.

• A card chargeback closes the account. Ask us first: we would rather fix the problem with you.
• Many balances in this market are non-refundable or credit-only (buyer reviews). Ask any vendor, us included, to show you the balance terms in writing before you fund.

Records and disputes

We keep every ad, greeting script version, recording, routing decision and billing decision for 5 years, the recordkeeping period in the FTC's Telemarketing Sales Rule (16 CFR 310.5). If you disagree with a credit decision, reply on the receipt once and a second person reviews it. Their answer is final for that call.

Your side of the deal

• Hold an active life license in every state you take calls from, and keep your carrier appointments current.
• Open each call with your name, your agency, and that you are a licensed insurance agent. Keep the recording on.
• Sell final expense life insurance on these calls. Do not offer Medicare plans, which bring separate federal marketing rules (42 CFR 422.2274).
• Call or text a caller back only when they ask, by hand, within calling hours. Automated calls and marketing texts need written consent (47 CFR 64.1200).
• Never resell, share or reuse a caller's details, and never make government, free-money or guaranteed-approval claims.