The Short Version
TL;DR: Within 7 days of delivery, email us any leads that bounced, had wrong contact info, or didn't match your order criteria. We replace them free within 48 hours — no forms, no escalation. If more than 5% of your order is invalid and we can't replace them, we refund the difference.
This refund policy applies to all lead packages purchased from ForexBrokerLead on or after January 1, 2026. By purchasing leads from us, you agree to the terms below.
Our 95% Deliverability Guarantee
Every lead package we ship comes with a 95% deliverability guarantee. This means at least 95% of the leads in your order will have:
- A valid, deliverable email address (passes SMTP verification)
- A valid, callable phone number (passes carrier validation)
- The country/region you specified when ordering
- The lead type (forex, crypto, depositor, etc.) you specified
- Documented opt-in consent for third-party broker contact
If your order's deliverability falls below 95%, we will replace the invalid leads free of charge until the 95% threshold is met — or refund you pro-rata for the unreplaced invalid leads, at our discretion.
How we measure deliverability: We use a 4-stage verification pipeline (SMTP check, carrier validation, geo-IP confirmation, deduplication) on every lead before it ships. The 95% guarantee is measured against the same pipeline at delivery time, not against your CRM's open/click metrics.
What Counts as an Invalid Lead
A lead qualifies for free replacement if any of the following are true within 7 days of delivery:
- Email bounces: hard bounce, "user not found," "mailbox full" for 30+ days, or domain doesn't accept mail.
- Phone invalid: disconnected number, wrong number, or number routes to a non-human (fax machine, IVR with no human option).
- Wrong country: lead's actual country (per IP and area code) doesn't match the country you ordered.
- Wrong lead type: you ordered forex leads but received crypto leads, etc.
- Duplicate: the same lead appears twice in the same order (or was in your previous order from us within 90 days).
- Opt-out: lead replies to your first contact requesting removal (we honor all opt-outs immediately).
What Does NOT Count as Invalid
The following are not grounds for replacement or refund — they're normal outcomes of B2B lead marketing:
- Lead doesn't answer your call or reply to your email (they may be busy, on holiday, or screening unknown numbers — this is normal sales friction).
- Lead says they're "not interested" or already works with another broker (this is a qualified lead that didn't convert — not an invalid lead).
- Lead has a lower trading balance than you hoped (we deliver leads matching your specified criteria; trading balance is not a guaranteed field unless you paid for it as a custom filter).
- Lead's email soft-bounces once (temporary issue — try again in 48 hours).
- Lead marks your email as spam (we provide documented opt-in consent; spam complaints are a delivery issue on your side, not a data quality issue).
How to Request a Replacement or Refund
Within 7 calendar days of receiving your leads, email support@forexbrokerlead.com with:
- Your order number (found in your delivery email).
- The lead IDs you believe are invalid (the unique ID column in your CSV).
- A short reason for each (e.g. "Lead #12345 — email bounced").
That's it. No forms, no portal, no ticket queue. Our account managers are empowered to issue replacements and refunds directly — you'll have a response within 24 hours and replacement leads within 48 hours.
Why 7 days? Lead data decays quickly — a phone number that works today may be disconnected next month. The 7-day window ensures we're replacing leads that were invalid at delivery time, not leads that went stale on your watch. (If you want longer protection, ask about our Premium tier's 30-day window.)
Refund Timing & Method
Approved refunds are processed as follows:
- Card payments: refunded to the original card within 5-7 business days.
- Bank wire: refunded to the original account within 3-5 business days.
- Cryptocurrency: refunded to the original wallet in the same currency within 24 hours (we cover network fees).
- Account credit: available immediately if you prefer (1.1x credit bonus — e.g. a $100 refund becomes $110 in credit).
You'll receive an email confirmation when the refund is initiated and a second email when it's completed.
When You're Eligible for a Full Refund
A full 100% refund (no questions asked) is available in the following situations:
- Order not delivered: if we fail to deliver your leads within 7 days of payment, you can request a full refund. (Our standard delivery time is 48 hours; 7 days is the absolute ceiling.)
- Order substantially wrong: if more than 50% of your order is the wrong lead type, wrong country, or duplicate, we'll replace the entire order or refund you in full — your choice.
- First-time buyers: if this is your first order with us and you're unhappy for any reason within 7 days, we refund 100% — no need to prove the leads were invalid. (One per customer; we trust you.)
Non-Refundable Items
The following are not refundable:
- Custom-filtered leads where you specified filters that materially reduce the available pool (e.g. "Forex depositors in Malta with €50k+ balance") — these are sourced to order and can't be resold.
- Real-time API delivery once the API has been activated and delivered at least 10 leads.
- Setup or consultation fees for custom enterprise engagements.
- Leads delivered >7 days ago (except for Premium tier clients, who get 30 days).
Chargeback Policy
We get it — sometimes a chargeback feels like the easiest option. But it hurts both of us: you get flagged by your bank, we get hit with a $25 fee regardless of who's right, and the dispute resolution process takes 6-8 weeks.
If you're unhappy with an order, please email support@forexbrokerlead.com first. We resolve 99.6% of complaints within 24 hours, usually in the customer's favor. Chargebacks should be a last resort, not a first move.
If a chargeback is filed without first contacting us, we will:
- Submit evidence to your bank (delivery records, lead verification logs, email correspondence).
- Suspend your account pending resolution.
- Decline future orders from the same card, name, or IP.
This is standard practice — we don't punish customers who ask for legitimate refunds via email.
Changes to This Policy
We may update this refund policy from time to time. When we do, we'll:
- Bump the "Last updated" date at the top of this page.
- Email all active customers a summary of the changes 14 days before they take effect.
- Maintain a versioned archive of previous policies (request a copy anytime).
Refund terms that were in effect at the time of your purchase remain in effect for that purchase — we won't retroactively tighten the rules.
Contact Us
Questions about a refund, a replacement, or this policy in general?
- Email: support@forexbrokerlead.com
- Phone: +8801985908941 (Mon-Fri 9am-6pm GMT)
- WhatsApp: +880 1985 908 941 (24/7)
We're a small team that picks up the phone. If you're not happy, we want to know — directly.