Refund & Lead Replacement Policy

One Life Leads, LLC d/b/a Lead Suite OS Effective date: October 27, 2026

Summary of Key Points

Lead Suite OS is a digital CRM and lead marketplace, so nothing is shipped to you and nothing is mailed back. This policy explains how cancellations, refunds, and lead replacements work for a software platform.

At a Glance

• Subscriptions auto-renew (weekly, monthly, or yearly) until you cancel. You can cancel anytime, and cancellation takes effect at the end of your current paid period. We don't give prorated refunds except where the law requires.
• Wallet top-ups fund your usage (texts, calls, phone numbers, AI, and more). The card processing fee is non-refundable, and wallet balances have no cash value. Unused balance may be refunded on account closure at our discretion or where the law requires.
• Usage charges are final once incurred. This includes telecom, AI, and carrier or registration fees, even for failed or filtered messages.
• Lead purchases are final, but defective leads can be replaced. Request a replacement within 48 hours of delivery for a defined defect, with evidence. Approved replacements are issued as lead credit, not cash.
• Billing errors and duplicate charges are refunded once we verify them.
• Contact us first. Email legal@onelifecrm.com or open an in-app support ticket before disputing a charge with your card issuer.

Contents

• 1. Our Promise
• 2. Return Eligibility
• 3. How to Return
• 4. Refund Process
• 5. Exceptions
• 6. Damaged or Defective Items
• 7. Exchanges
• 8. International Orders
• 9. Contact Us

1. Our Promise

We built Lead Suite OS for licensed insurance agents who need their tools, money, and leads to work. We want you to feel confident that you'll be treated fairly. If we charge you in error, we'll fix it. If a lead is defective in one of the ways described below, we'll replace it. And we'll always tell you plainly what we can and can't do.

Because Lead Suite OS is a software platform that delivers services, usage, and leads digitally, the traditional "return it in 30 days" model doesn't fit. Once a text is sent, a phone number is provisioned, or a lead is delivered, we can't take it back. So this policy covers what does apply to your account: subscriptions, wallet balances, usage charges, lead purchases, credits, billing errors, and chargebacks.

By subscribing, topping up your wallet, or purchasing leads, you agree to this policy. If anything is unclear, write to us at legal@onelifecrm.com before you buy.

2. Return Eligibility

Nothing physical is sold through Lead Suite OS, so there are no product returns. What matters is which charges can be canceled, replaced, or refunded, and when.

Eligibility at a Glance

Time Windows

• Lead replacement requests: within 48 hours of delivery.
• Chargeback pre-contact: you agree to contact us first and give us 10 business days to resolve the issue (see Section 5).
• Subscriptions: cancel before your renewal date to avoid being charged for the next period.

Proof of Purchase

Your Stripe receipt or invoice, the email on your account, and your in-app billing history are usually all we need. For lead replacement requests, please include the lead details and evidence of the defect, such as call records or screenshots showing the issue.

3. How to Return

There is nothing to package, ship, or send back, and no return address. Here's how to start a request instead.

1. Gather your details. Have your account email, the date and amount of the charge, and, for a lead replacement, the lead information and your evidence.
2. Contact us. Email legal@onelifecrm.com or open an in-app support ticket.
3. Tell us what you need. Say whether you're asking about a billing error, a lead replacement, a subscription cancellation, or an account closure.
4. We review. Our team reviews your request and any evidence, and may ask follow-up questions.
5. We respond. We'll tell you the outcome and, if approved, what happens next.

Canceling a Subscription

You can cancel anytime. Cancellation takes effect at the end of your current paid period, and you keep access until then. To avoid being charged for the next period, cancel before it renews. If you have trouble canceling, contact us.

Managing Auto-Recharge

If you've enabled auto-recharge, you've authorized us to charge your card off-session when your wallet balance falls below your chosen threshold. You can disable it anytime in your account. If an auto-recharge payment is declined, we'll notify you by SMS so you can update your payment method.

4. Refund Process

When we approve a refund, here is how it works.

Method and Timing

Approved refunds go back to your original payment method through Stripe, our payment processor. We process approved refunds promptly. After that, how quickly the money appears depends on Stripe and your card issuer, and we can't control their timelines. If a refund hasn't appeared after a reasonable time, contact us and we'll help trace it.

What We Refund

• Billing errors and duplicate charges. Once we verify an error, we refund the incorrect or duplicate amount.
• Amounts required by law. Where applicable law entitles you to a refund, including a prorated subscription refund, we'll honor it.
• Unused wallet balance on account closure. We may refund this at our discretion or where the law requires.

Partial Refunds

Partial refunds may apply where only part of a charge was incorrect, or where part of a wallet balance has already been used. The non-refundable card processing fee disclosed at checkout, and any usage already incurred, are not included in a refund.

Replacement Instead of Refund

For defective leads, the remedy is a replacement issued as lead credit rather than a refund to your card (see Sections 6 and 7).

5. Exceptions

Some charges are final. We'd rather say so up front than surprise you later.

Final Sale Items

• Real-time and aged lead purchases are final. The only remedy is replacement under the Lead Replacement Policy in Section 6.
• Subscription fees for a period already started are not prorated or refunded, except where required by law.

Digital Products and Usage

Lead Suite OS is entirely digital, and these charges are non-refundable once incurred:

• SMS, MMS, and voice minutes, including messages that fail or are filtered by carriers.
• Phone numbers, 10DLC registration fees, and other carrier or registration fees we pass through.
• AI usage and premium automation actions.
• The card processing fee on wallet top-ups, which is disclosed at checkout.

We pay carriers and service providers for these items whether or not a message is delivered or a campaign succeeds, which is why we can't reverse them.

Wallet Balances

Your prepaid wallet balance is non-transferable and has no cash value. It exists to fund usage on the platform.

Customized and Hygiene-Restricted Items

We don't sell custom-made or hygiene-restricted physical goods, so these categories don't apply.

Lead Vouchers and Credits

The expiration terms for any lead voucher or credit are stated when it's issued. Vouchers and credits are subject to applicable gift certificate laws, and we'll honor any rights those laws give you.

Chargebacks

A chargeback is a dispute filed with your card issuer instead of with us. We'd much prefer to solve the problem directly. By using Lead Suite OS, you agree to:

• Contact us first. Email legal@onelifecrm.com or open an in-app support ticket.
• Allow 10 business days for us to investigate and resolve the issue before filing a dispute.

If you file a chargeback on a valid charge, we may suspend your account and seek to recover the amount along with related fees. We may also submit evidence to the card issuer, such as your signed agreements and records of your usage of the platform. Chargebacks on legitimate charges are not a good outcome for anyone, and talking to us first is faster.

6. Damaged or Defective Items

Nothing here is physically damaged, but a lead can be defective. This is the area where we offer the most protection.

Lead Replacement Policy

We don't offer refunds on lead purchases, but we will replace a defective lead if you meet the conditions below.

Time window. Submit your request within 48 hours of delivery.

Eligible defects (as stated in the Lead Replacement Policy you accept at checkout, which controls if it differs from this summary):

• Disconnected phone number (real-time leads only; manually verified).
• Lead is older than 85 years of age.
• Duplicate lead received within 60 days of the original.

Replacement limit. Replacements, together with any free leads, are capped at 20% of your total lead order (for example, up to 10 leads on a 50-lead order).

Evidence. Include evidence supporting the defect. Requests without evidence are difficult to verify.

Review. Our admin team reviews each request. If approved, we issue a replacement as lead credit to your account.

Not eligible. These are normal parts of working leads, not defects:

• Unresponsive numbers (no answer, voicemail, wrong number or wrong information).
• Duplicates received more than 60 days apart.
• Leads that were themselves replacements or free leads.
• OTP (SMS-verified) leads.
• Not interested, changed their mind, already insured, or failure to qualify.

Replacement Options and Free Return Shipping

Replacement is issued as lead credit, not cash or a card refund. Since nothing is shipped, there is no return shipping to pay.

Quality Guarantee

We stand behind the defects listed above. We can't guarantee that any lead will answer, qualify, or buy insurance, because those outcomes depend on the consumer and on how you follow up.

Billing Errors

If we charge you incorrectly or twice, tell us right away. We'll refund the amount once we verify the error. The 48-hour window for lead replacement does not apply to billing errors.

7. Exchanges

We don't offer exchanges in the retail sense, since there are no sizes, colors, or physical products to swap. These are the closest equivalents.

• Defective leads: replaced with lead credit if your request is approved under Section 6.
• Lead credits and vouchers: these have no cash value, and their terms are stated when they're issued.
• Price differences: because replacement credit is issued in place of the defective lead, there is no price difference to settle. If a credit's value differs from what you'd like to buy, you can pay the difference with your wallet balance or another payment method.

To request a replacement, follow the steps in Section 3.

8. International Orders

Lead Suite OS is a digital service built for licensed insurance agents, so nothing is shipped and no customs, duties, or return freight are involved. This policy applies the same way wherever you access the platform.

A few things to keep in mind:

• Payments are processed through Stripe. Your bank or card issuer may charge its own fees, such as currency conversion, and we can't refund those.
• Real-time lead orders require a minimum of 10 states at checkout.
• Local law: where the consumer protection laws of your location give you rights that this policy doesn't, those rights still apply.

Consumers Who Submit Lead Forms

People who submit lead forms through the platform are never charged. Only agents and account holders pay for Lead Suite OS.

9. Contact Us

We're here to help, and a quick message often resolves a problem before it grows.

One Life Leads, LLC d/b/a Lead Suite OS

• Email: legal@onelifecrm.com
• In-app: open a support ticket from your account
• Website: https://www.leadsuiteos.com
• Mail: 50 Cockle Hill Rd, Salem, CT 06420, United States

When you write, please include your account email, the date and amount of the charge, and a short description of the issue.

Privacy

Requests under this policy may involve personal information, such as billing details. We handle that information as described in our Privacy Policy, including any rights you have under the California Consumer Privacy Act and the California Privacy Rights Act. You can send privacy requests to the same email address.

Changes to This Policy

We may update this policy from time to time. When we do, we'll change the "Effective date" at the top. Changes apply to purchases and charges made after the update, and if a change is significant, we'll try to notify you through the platform or by email.

Governing Law

This policy is governed by the laws of the State of Connecticut, USA, without regard to its conflict-of-law rules. This doesn't limit any consumer rights you have under the laws of the state where you live that can't be waived by agreement.