Lead Replacement Policy
Last updated: June 2025
Eligible Leads
Only Real Time leads (leads in the 0–44 day age tier at time of purchase) are eligible for replacement requests. Aged leads (Aged 45–90, 91–120, 121–180, or 181+) are sold at reduced prices that reflect the uncertainty of contact recency and are not eligible for replacement.
Eligible Reasons for Replacement
Replacement requests may be submitted for the following reasons:
- Phone number is disconnected, invalid, or does not belong to the named contact
- Contact is deceased at the time of first outreach
- Contact explicitly states they never requested life insurance information
The following are not grounds for replacement: contact does not answer; contact is not interested; contact already has coverage; language barriers; or contact has previously spoken to another agent.
Replacement Window
Replacement requests must be submitted within the replacement window displayed in your CRM. The default window is 36 hours from the time the lead was assigned to your account. Requests submitted after this window will not be considered.
The replacement window may be adjusted by Lead2You at any time via platform settings. The current window is always shown in your CRM replacement request form.
How to Request a Replacement
- Open the lead in your My CRM.
- Click the "Request Replacement" button (visible within the replacement window).
- Select a reason and optionally add a note.
- Submit the request.
Your request will be reviewed. If approved, a replacement lead of equivalent type and tier will be credited to your account. If denied, you will receive a notification with the reason.
Replacement Credits
Approved replacements are fulfilled as a new lead of the same type and similar tier from available inventory. Replacements are not issued as wallet refunds — they are lead credits.
Abuse & Limits
Lead2You reserves the right to deny replacement requests that appear to be abusive or in bad faith, and to limit the number of replacement requests from a single account. Repeated frivolous replacement requests may result in suspension of replacement privileges or account termination.
Changes to This Policy
Lead2You may update this policy at any time. The current policy is always available at this URL. The replacement window applicable to any specific lead is the one in effect at the time of purchase.