Refund & Cancellation Policy

This policy sets out when a Lead Axis programme can be cancelled and when a payment can be refunded. Buying a plan means you accept these terms.

Scope

This policy covers every referral programme and add-on sold by Lead Axis, including:

• Annual programme plans, individual and team
• Additional service areas, agent seats and territory upgrades
• Virtual assistant hours and dedicated ISA time
• Renewals and mid-term plan changes

General position

Work starts the moment a programme is activated. Service areas are reserved against your account, campaigns are built for those areas, and ISA time is scheduled. Because those resources are committed up front, some charges are non-refundable except where this policy says otherwise. What you are entitled to depends on the plan, how long it has run, and how much of the programme has been delivered.

Cancelling your programme

Cancellation by you

You can cancel at any time by writing to support@leadsaxis.com. Cancellation takes effect at the end of the current billing term unless we agree otherwise in writing. Cancelling stops the next renewal; on its own it does not refund a term that has already been delivered.

Cancellation by Lead Axis

We may suspend or end a programme without refund where:

• Payment has not been received when due
• The Terms and Conditions have been breached
• There is fraudulent, abusive or unlawful activity on the account
• Licensing cannot be verified, or lapses during the term
• Referrals are repeatedly left unworked, or handled in a way that damages the prospect relationship

You will be told before a programme is ended, except in cases of fraud or abuse.

When a refund is available

Annual plans

• Annual plans can be refunded within 180 days of purchase
• A refund covers the unused part of the term, after deducting the months already delivered
• Onboarding and territory setup charges are not refundable
• The request has to reach us before the 180 days are up

Add-ons and mid-term upgrades

• Extra service areas and seats are refundable only before campaigns begin running against them
• Once an area is live, the charge for that area stands for the current term

Virtual assistant and dedicated ISA hours

• Refundable before the assigned person starts on your account
• Once work has begun the time is committed and is not refunded
• If the fit is wrong, ask for a reassignment rather than a refund and we will review it

What is never refunded

• Referrals that met the qualification standard but did not convert
• Periods during which referrals were delivered and could have been worked
• Campaign spend already committed in your service areas
• Payment processor and third-party integration fees
• Accounts closed for breach of the Terms and Conditions or for fraud

Results vary with market, season, plan and the follow-up each agent puts in. Outcome alone is not grounds for a refund.

Referral replacement comes first

Where a specific referral does not meet the qualification standard in your plan, the remedy is replacement, not a cash refund. Report it to support@leadsaxis.com within the window in your programme terms, with the referral reference and a short note on what was wrong, and it will be reviewed.

How to request a refund

1. Email support@leadsaxis.com with the subject line Refund request, followed by your name or brokerage
2. Include your purchase date, invoice number and the reason for the request
3. We review requests within 7 to 10 business days
4. Approved refunds are returned to the original payment method within 10 to 14 business days

We may ask for further detail before a decision is made.

Pausing instead of cancelling

We may offer to pause a programme rather than refund it. A paused programme holds its credit for 90 days from the pause date. After 90 days unused credit expires. Credit is not transferable and cannot be exchanged for cash.

Renewals

Plans renew automatically at the end of the term unless cancelled beforehand. We email before a renewal wherever possible. A renewal processed before we receive a cancellation is valid and non-refundable, so cancel at least 3 business days before the next billing date.

Discretionary refunds

We may refund outside these rules where there has been a duplicate or accidental charge, a billing error on our side, or a documented failure to deliver that is attributable to Lead Axis. Those refunds are made only after we have verified what happened.

Chargebacks

Raising a chargeback before contacting us is a breach of this policy. Email support@leadsaxis.com first and we will work the problem. An unwarranted chargeback may lead to the account being suspended, to a permanent restriction on future programmes, and to the dispute being reported to the relevant payment network.

Changes to this policy

We may update this policy. Changes are published on this page and the version in force for your programme is the one published when your current term began.

Contact

Questions and refund requests go to support@leadsaxis.com, or write to Lead Axis, 75 E 3rd St, Ste 7, Sheridan, WY 82801.