Refund and Lead Replacement Policy

Last updated: October 5, 2026

This Refund and Lead Replacement Policy (the "Policy") is incorporated by reference into the REI Rev Motivated Leads Terms of Service (the "Terms") and the REI Rev Motivated Leads Lead Purchase Agreement (the "LPA") and forms part of the legally binding agreement between REI Rev Motivated Leads ("REI Rev," "we," "us," or "our") and the Lead Buyer ("you" or "your"). Capitalized terms used but not defined here have the meanings given in the Terms or the LPA.

Overview

We always strive to provide the best quality leads for our REI Rev buyers, but unfortunately, invalid leads occasionally fall through the cracks. When this happens, you can return invalid Leads within seven (7) calendar days of receiving them by submitting a Lead Replacement Request.

Our team will take the necessary steps to verify your return. The more detail and supporting documents you provide, the faster we can process the request. If a return is approved, we will deliver a replacement Lead matching your purchased market and Lead criteria at no additional cost.

This Policy is built around verifiable Lead defects. Whether a Lead ultimately converts, responds enthusiastically, decides to sell, or accepts your offer is the work of the Lead Buyer and is not a defect in the Lead. Outcome-based requests — including "no response," "not interested," "not selling," "changed their mind," or "wouldn't agree to my price" — are not eligible under this Policy.

1. Lead Pack Purchases — Non-Refundable

Lead Packs purchased from REI Rev are sold on a non-refundable basis once fulfillment has begun. By purchasing a Lead Pack, you acknowledge that approved Lead disputes are remedied through replacement Leads as provided under this Policy and do not entitle you to a cash refund, credit, or chargeback.

If REI Rev is unable to fulfill the remaining original Lead quantity purchased, REI Rev may issue a prorated refund for the portion of the original Lead Pack that was not delivered.

2. Eligibility Window, Submission, and Form of Remedy

2.1 Window

All replacement requests must be submitted within seven (7) calendar days of the time the Lead is delivered to you. Requests submitted after this window are waived.

2.2 How to Submit

All replacement requests must be submitted through the replacement request process designated by REI Rev. Requests submitted through another method may not be deemed properly submitted.

2.3 Documentation Required at Submission

All replacement requests must include the required documentation at the time of submission. Requests submitted without supporting documentation may be closed as unsubstantiated and will not be reopened.

2.4 Good-Faith Attestation

By submitting a replacement request, you certify that all information provided is true and complete, that any documentation attached is authentic and unaltered, and that the request is made in good faith.

Submission of replacement requests based on inaccurate, misleading, or fabricated information constitutes a material breach of the Terms and the LPA and may result in immediate termination of your relationship with REI Rev, forfeiture of pending replacement requests, and the consequences set forth in the LPA.

2.5 Form of Remedy

Approved requests are remedied by delivery of a replacement Lead matching your purchased market and Lead criteria at no additional cost.

Replacement Leads have no cash value and cannot be redeemed for cash, transferred, or applied as a monetary credit.

Cash refunds to your original payment method are issued only where expressly provided under this Policy, at REI Rev's sole discretion, or where required by applicable law.

3. Eligible Reasons

A Lead may be eligible for replacement if one of the following applies and is properly documented at submission. These are the only eligible categories.

3.1 Wrong Lead Type

If you receive a Lead where the property type, location, or other agreed Lead criteria do not align with the Lead criteria purchased.

Examples:

Actively Listed Property

If the property was actively listed "For Sale" with a real estate agent when the Lead was submitted, the Lead will be eligible for replacement.

Please provide a link to a website, MLS record, Zillow listing, or other reliable public source that displays the property listing or any further information supporting your replacement request.

If the property becomes listed after the Lead was submitted, the Lead is valid and will not be replaced.

Required documentation: A link to a current or historical public source showing the property's listing status as of the Lead submission date.

3.2 Fake, Spam, or Fraudulent Lead

If the Lead contains clearly fabricated, fraudulent, spam, or nonsensical information establishing that no legitimate seller inquiry was made, the Lead may be eligible for replacement.

Please provide any detail you believe is relevant to expedite the process.

Required documentation: A screenshot of the Lead and any supporting records or communications demonstrating that the submission was fake, spam, fraudulent, or otherwise invalid.

3.3 Duplicate Lead

If you received more than one version of the same Lead — defined by property address — through REI Rev within the prior three hundred sixty-five (365) days, you should return all duplicates aside from the original Lead.

Duplicates against Leads sourced outside of REI Rev are not eligible.

Required documentation: Information identifying the previously delivered Lead and the duplicate Lead.

3.4 Not the Property Owner

The person who submitted the Lead form does not own the property, nor do they have authority to sell the property.

Required documentation: A link to public title or county assessor records showing the current owner of record, or other objective documentation demonstrating the submitter's lack of ownership or authority.

3.5 Invalid Contact Information

The phone number and email listed in the Lead are invalid, and you cannot locate another phone number for the seller. Both the phone number and the email address must independently fail for this category to apply — a Lead with at least one working contact channel is reachable and is not eligible under this Section.

This category also applies where the Lead Name contains profanity, the names of celebrities or historical figures, the property address is a landmark or public property, or the information entered is otherwise nonsensical.

"Invalid" means:

Soft bounces, full-mailbox responses, "no reply" responses to delivered emails, and "the seller doesn't want to talk to me" responses do not qualify under this Section.

Required documentation: Call logs showing the disposition of each call attempt with timestamps; a screenshot of the email bounce or non-deliverable response; for nonsensical or fabricated Leads, a screenshot of the Lead and any supporting public records.

3.6 Failure to Meet Agreed Qualification Criteria

If a Lead was delivered despite failing the qualification criteria expressly agreed upon between REI Rev and the Lead Buyer due to an error in REI Rev's system, qualification process, or delivery process, the Lead may be eligible for replacement.

Required documentation: Any information or documentation demonstrating the specific qualification criterion the Lead failed to satisfy.

3.7 Other

If your reason for disputing a Lead is not listed above, please provide supporting documents, including call recordings, email or text screenshots, tax records, public records, or other relevant documentation, and as many details as possible to support why a replacement should be granted.

Without context and documentation, requests submitted as Other will not be reviewed or processed.

Requests under this Section are reviewed case by case in REI Rev's sole discretion.

4. Non-Eligible Reasons

A Lead is not eligible for replacement solely because:

No response alone does not make a Lead invalid.

5. Our Verification Process

For each request, we verify the claim against public records, MLS data, our own database, third-party data sources, or by direct contact with the submitter where appropriate.

The role of our verification is to confirm whether the defect described in the request exists — not to determine whether the seller is still open to selling. Whether the seller is open to receiving offers is the buyer's responsibility to develop through outreach and follow-up.

If the submitter or seller remains in two-way communication with our team or confirms continued interest in selling, that fact does not by itself defeat an eligible claim under Section 3 — but the underlying defect must still be established.

Conversely, a seller's later disinterest, non-response, or "no" answer does not create a defect where none exists.

6. Replacement Limit

Approved replacement Leads are limited to a maximum of twenty percent (20%) of the original Lead quantity purchased in each Lead Pack.

The maximum number of replacement Leads available per Lead Pack is:

The replacement limit applies to the original Lead Pack purchased and represents the maximum number of replacement Leads REI Rev is obligated to provide in connection with that purchase.

Replacement Leads and Bonus Leads issued through REI Rev's Performance Incentive Program do not increase the original Lead Pack quantity for purposes of calculating the replacement limit.

Replacement Leads do not create additional replacement eligibility. A Lead delivered as a replacement for an approved invalid Lead is not itself eligible for replacement.

Bonus Leads earned or otherwise provided through the Performance Incentive Program are promotional Leads and are not eligible for replacement under this Policy.

Once the applicable replacement limit has been reached, REI Rev has no obligation to provide additional replacement Leads in connection with that Lead Pack.

7. Appeals

If a replacement request is denied and you believe the denial was in error, you may appeal within three (3) business days of the denial.

Include:

Appeals submitted after the three-day window will not be reviewed. Appeals submitted without new documentation or new information are unlikely to result in reversal.

Appeal decisions are final.

8. Changes to This Policy

We may update this Policy from time to time. The “Last updated” date reflects the most recent revision.

Unless otherwise required by applicable law or expressly agreed in writing, the version of this Policy in effect on the date a Lead Pack is purchased will govern replacement and refund rights for that Lead Pack.

Updates to this Policy apply prospectively and will not retroactively reduce the replacement, refund, or fulfillment rights applicable to a Lead Pack purchased before the effective date of the updated Policy.

REI Rev Lead Replacement Guarantee

Every REI Rev lead is phone verified, pre-qualified and generated in your market.

If a lead doesn't meet our qualification standards at the time it's delivered, we'll replace it at no additional cost.