This policy explains when Lead Genie Outsourcing LLC (“LGO”, “we”) refunds money paid for our services and for the LGO client portal. Where a signed service agreement says something different, the agreement applies.
1. Unused wallet balance
Money you add to your portal wallet and have not used can be refunded at your request. We send it back to the card or bank account you paid with. Balance that has already been spent — on leads, text messages, phone numbers, call minutes, skip tracing or the CRM subscription — is not refundable.
Credit that LGO added to your wallet at no charge (promotional credit, bonuses or goodwill credit) has no cash value and is not paid out.
2. Caller plans (monthly service)
Caller plans are paid in advance for each 30-day service cycle. Once a cycle has started, its fee is not refunded, in whole or in part. You can cancel future cycles as set out in your service agreement.
If you paid for a cycle and work on your campaign has not started, tell us in writing before it starts and we will refund that payment in full.
3. Leads
Leads are not refunded in cash once delivered. A lead that does not meet the standard in your agreement — it fails one of the four pillars (reason to sell, timeline, property condition or asking price) or its contact details are missing or wrong — is replaced at no cost, as your agreement describes.
4. CRM subscription
The CRM subscription is charged from your wallet each month. You can cancel at any time; the CRM stays available until the end of the month already paid for, and that month is not refunded.
5. Setup fees and trials
Setup, onboarding and trial fees cover work that starts straight away and are not refundable.
6. Billing mistakes
If we charged you twice or charged the wrong amount, tell us and we will refund the difference in full.
7. How to ask for a refund
Open a ticket in the client portal, or email info@leadgenieoutsourcing.com from the email address on your account, with the amount and the reason. We answer within 5 business days. Approved refunds are sent to your original payment method, or added to your wallet as credit if you prefer; your bank may take a further 5–10 business days to show a card refund.
8. Disputes with your bank
If you have a question about a charge, please contact us before disputing it with your bank — we can usually resolve it faster. While a charge is in dispute, services on the account may be paused.
9. Changes to this policy
We may update this policy. The date at the top shows the latest version, and the version in force on the day of your payment applies to that payment.