Legal

Lead Replacement Policy

Last updated: February 2025

The short version

If a lead we deliver is unresponsive after genuine contact attempts, or doesn't match what we agreed on, we'll replace it. No fuss. Just let us know. We stand behind what we deliver.

Overview

We're confident in the quality of the leads we deliver. But we also recognise that no system is perfect. This policy sets out when a replacement is warranted, how to request one, and what we commit to in return.

Our aim is to make this process simple and fair — not to create barriers that discourage legitimate requests.

What qualifies for replacement

A lead qualifies for replacement in the following circumstances:

The lead is unresponsive after a minimum of 3 genuine contact attempts across different times of day

The contact number provided is invalid or disconnected at the time of delivery

The lead's enquiry clearly does not match the car type or geographic criteria we agreed upon

The lead confirms they did not submit an enquiry (rare, but possible with form submission errors)

What does not qualify for replacement

The lead answered your call but decided not to proceed with finance

The lead was already in your database from a prior interaction

You were unable to reach the lead because you did not attempt contact within a reasonable timeframe

The lead met all agreed criteria but the deal did not settle for commercial reasons

What counts as “unresponsive”

We consider a lead unresponsive if you have made at least 3 genuine contact attempts:

Across at least 2 different times of day (e.g., morning and afternoon)
Within 48 hours of receiving the lead
Including at least one SMS or voicemail where you leave a message

We strongly encourage first contact within 60 minutes of receiving the lead. Speed to lead significantly impacts contact rates. If a lead is not contacted promptly and is later deemed unresponsive, we may take response timing into account when assessing the replacement request.

How to request a replacement

Replacement requests are simple. Email us at hello@astrafinanceleads.com.au with:

The lead reference (name or delivery timestamp)
The reason for the replacement request
A brief note on the contact attempts made

Replacement timeframe

We will review and respond to replacement requests within 1 business day. Approved replacements will be delivered as soon as the next qualifying lead is available.

Our commitment

We're not in the business of arguing over replacements. If a lead clearly doesn't meet what we promised, we replace it — full stop. If there's genuine ambiguity, we'll work through it with you in good faith.

This policy exists to give you confidence, not to create barriers. Any questions, just reach out directly.

Contact

Email: hello@astrafinanceleads.com.au
Location: Gold Coast, Queensland, Australia