Lead & Live Transfer Replacement Policy

Effective date:

This Policy explains when Torque Management, LLC (“Torque,” “we,” “us,” or “our”) may replace leads or live transfers you buy from us. It applies to:

• Live transfers purchased through our marketplace, and
• Leads delivered under a consultation-managed order (pricing and quantity confirmed in that order).

Self-serve lead board purchases are not offered. This Policy does not change separate written agreements that say otherwise.

Our Privacy Policy and Terms of Use also apply. If a signed buyer agreement or consultation order confirmation conflicts with this Policy on a specific order, that agreement or confirmation controls for that order.

1. Sales are final — replacement only

Purchases covered by this Policy are final. We do not give refunds or credits.

When a lead or live transfer meets the eligibility rules below, and you request a review inside the time window, the only remedy is a free ($0) replacement call or lead on the same campaign (or, for leads, the same order). A replacement is never a credit, a refund, or a restore of prepaid balance. The original charge stays in place.

2. No conversion or ROI guarantee

Leads and live transfers are raw inquiry or call traffic. We do not guarantee:

• A sale, appointment, or enrollment
• Conversion rate
• Return on investment (ROI)
• That every contact will answer, be interested, or qualify under your script

A lead or live transfer that “didn’t convert” is not, by itself, eligible for replacement.

3. Review window — 2 business days

You must request a review within 2 business days of:

• Leads: delivery / fill
• Live transfers: the transfer / connected call

Business days means Monday through Friday, excluding U.S. federal holidays, in Mountain Time (America/Denver), unless your order confirmation says otherwise.

Requests after the window are not eligible, except where Torque agrees in writing for a specific order.

(This replaces any earlier 72-hour lead or 24-hour live-transfer windows.)

Aged leads have their own 72-hour reporting window instead of the 2-business-day window. See Section 6A.

4. Replacement caps

Replacement volume is capped per order:

For leads, the replacement terms confirmed in your consultation-managed order control when they state a different cap, except aged leads, which are always capped at 20% (Section 6A). We replace eligible units within these caps. We do not give unlimited replacements for call length or sales outcomes.

5. Leads — eligible for replacement

A lead delivered under a consultation-managed order may be eligible if, within 2 business days, you show it was:

• Disconnected — phone number verified disconnected through a reasonable check (not merely “no answer”)
• Duplicate — the same phone number delivered to your account again within 30 days, with no new submission by the consumer. A new submission by the consumer, with a new consent certificate, is a fresh lead, not a duplicate.
• Torque may review repeat lead deliveries of the same consumer from the same source within the 30-day window before they are billed.
• Outside your filters — judged only by the data on the record: state, ZIP code, and any filter fields the campaign uses (such as age, homeowner status, or credit band), as provided by the supplier. Where no supplier data exists, the phone number’s area code determines state. The record controls.

6. Leads — not eligible

A lead is not eligible for replacement when the issue is:

• No answer, voicemail, busy, or “wrong info” used as proof they didn’t convert
• Free / complimentary leads
• Buyer process failure (wrong script, delayed dial, wrong agent, tool misuse, failure to follow agreed compliance language)

6A. Aged leads

• An aged lead is a lead sold after its first delivery window, not in real time.
• An aged lead may be replaced only if, within 72 hours of delivery, you show that:
  • the phone number is disconnected or wrong, or
  • the lead is a duplicate (as defined in Section 5).
• The 72-hour window applies only to aged leads. For aged leads, it replaces the 2-business-day window in Sections 3, 5, and 10.
• Replacements for aged leads are capped at 20% of the order. This cap is fixed and is not changed by order terms.
• The only remedy for an eligible aged lead is a free ($0) replacement lead, as described in Section 1.
• An aged lead is not eligible for replacement because it is stale, the consumer does not respond, or it does not convert.
• This section applies only to aged leads. Live transfers and all other leads follow the rest of this Policy as written.

7. Live transfers — eligible for replacement

How live transfers are billed:

• Billable duration is set per campaign and shown on each listing, as either “billable after X seconds” or “billable on connect.”
• On campaigns with a buffer, calls shorter than the buffer are never charged, so no replacement is needed.
• On campaigns without a buffer (“billable on connect”), any connected call where the consumer and your agent have a live exchange is billable, regardless of length.
• Repeat calls from the same caller to the same buyer within 30 days are not billed. This is handled automatically, not through replacement requests.
• Torque may review repeat deliveries of the same consumer from the same source within the 30-day window before they are billed.

A live transfer may be eligible if, within 2 business days, it was:

• Dead air (no consumer on the line)
• Wrong number
• Dropped before handoff — the call disconnected before your agent was connected, as Torque’s call records show
• Outside your filters — judged only by the data on the record: state, ZIP code, and any filter fields the campaign uses (such as age, homeowner status, or credit band), as provided by the supplier. Where no supplier data exists, the caller’s area code determines state. The record controls.

8. Live transfers — not eligible

A live transfer is not eligible when:

• The call met the campaign’s billable duration, or it was a connected call with a live exchange on a “billable on connect” campaign
• The buyer hung up
• The call disconnected after handoff
• The consumer was not interested or did not buy
• There was no sale
• Failure came from the buyer’s script, licensing, or compliance process

8A. Your responsibilities — consent certificates

• Consent certificates (such as TrustedForm) are passed through with each call when the supplier provides them. They expire after 3 days unless you retain them in your own account. Suppliers are responsible for providing and retaining certificates.

9. Health vertical

Health-related inventory requires a completed consultation before release (see our Health gate on the Marketplace pages). A replacement does not unlock Health inventory if that consultation is not complete. Replacements for Health, when allowed, stay inside the same Health rules.

10. How to request a review

Eligibility rules in this Policy always apply — account tooling does not change what qualifies.

Tooling only changes how you submit a request:

Until buyer login / portal tooling is live for your account:

1. Email [email protected] within 2 business days.
2. Include order ID, lead or call ID (or timestamp and number), and a short reason that matches an eligible category above.
3. Attach any verification you have (for example disconnect check results).

When portal review tooling exists for your account: use that tool within 2 business days. If we approve a request, you receive a free ($0) replacement call or lead on the same campaign (or, for leads, the same order). The original charge stays in place.

Each approved replacement is tracked by a Replacement ID.

For consultation-managed lead orders, use the review path stated on your order confirmation if it differs from the portal path above.

11. Chargebacks and disputes

If you dispute a charge, contact us first in writing at [email protected] so we can review the order against this Policy. We do not add an automatic fixed dispute fee. Unresolved chargebacks may result in account suspension and collection of amounts owed, as allowed by law and your buyer terms.

12. Changes

We may update this Policy by posting a new version and changing the effective date. For open orders, the version in effect when the order was confirmed applies unless we agree otherwise in writing.

Contact

Torque Management, LLC
PO Box 411, Providence, UT 84332
(844) 204-0004
[email protected]