Refund & Remediation Policy

Effective Date: 11 March 2026

LeadLift is a trading name of The Ivy Leaf Group Pty Ltd (“LeadLift”, “we”, “our”, or “us”).

This policy explains how LeadLift handles refunds, quality claims, and remedies for digital lead list services.

1. Nature of Service

LeadLift provides custom digital lead data compiled on demand based on the client’s submitted targeting brief (“Brief”).

LeadLift sources businesses from public data sources (including Google Maps) and enriches records with contact and company information from third-party data providers.

Because the service involves manual research and third-party data, LeadLift cannot guarantee completeness or accuracy of all fields.

2. When Fulfilment Begins

Fulfilment is deemed to have commenced when any of the following occurs:

• order confirmation is issued
• sourcing of companies begins
• enrichment of records begins
• internal processing or validation begins

Once fulfilment has commenced, fees are non-refundable, except where required under Australian Consumer Law.

3. No Guarantee of Business Outcomes

LeadLift provides data only.

We do not guarantee:

• email deliverability
• response rates
• meetings
• conversions
• revenue
• campaign performance

Campaign outcomes are not valid grounds for refund if the Deliverables match the approved Brief.

4. Quality Claim Window

Clients may submit a Quality Claim within 7 calendar days of delivery if Deliverables are Materially Off-Brief.

A valid claim must include:

• order reference and delivery date
• the approved Brief used for fulfilment
• specific rows or records alleged to be off-brief
• objective evidence demonstrating the mismatch

Claims submitted after the 7-day window will not be reviewed.

5. Definition of “Materially Off-Brief”

A batch is considered Materially Off-Brief only if:

• the industry targeting is incorrect, or
• the geographic targeting is incorrect, or
• the wrong type of business entity was sourced.

Differences in:

• job titles
• company size estimates
• contact availability
• missing fields
• contact accuracy
• outdated public data

are not considered off-brief, as these depend on third-party data availability.

6. Remedy if a Claim Is Validated

If LeadLift confirms the Deliverables are Materially Off-Brief, the sole remedy is:

• one replacement batch of up to 50 leads at no additional cost.

No refunds will be issued where a replacement batch is provided.

7. Situations Not Eligible for Refund or Replacement

Refunds or remediation will not be provided for:

• change of mind
• dissatisfaction without objective off-brief evidence
• outreach campaign performance
• email deliverability or bounce rates
• reply rates or conversions
• missing contact information
• incomplete fields where data is unavailable
• claims submitted after the 7-day claim window
• issues caused by incomplete or incorrect client instructions

8. Pre-Fulfilment Cancellation

Cancellation requests submitted before fulfilment begins may be considered.

If approved, refunds may be issued less payment processing fees and non-recoverable provider costs.

9. Chargebacks and Payment Disputes

If a chargeback or payment dispute is initiated without first completing the Quality Claim process, LeadLift reserves the right to contest the dispute using:

• delivery records
• fulfilment logs
• communications
• policy acknowledgement records.

10. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot be excluded under the Australian Consumer Law (ACL).

11. How to Request a Quality Review

Email sales@leadlift.au

Subject line:
Quality Review Request – [Order Reference]

12. Related Policies

This policy should be read with our Terms & Conditions, Privacy Policy, Acceptable Use & Outreach Compliance Policy, and Data Accuracy Disclaimer. If there is inconsistency, this policy governs quality claim procedures, windows, and remedies.

← Back to LeadLift