Refund, Credit & Replacement Policy
When partners can return a lead or transfer for credit.
Effective Sep 23, 2026
Return window
Submit returns within 7 business days of delivery through the partner portal or by email to info@tortmatics.com.
Returnable
- Invalid or disconnected phone number and undeliverable email.
- Duplicate of a lead delivered to you in the previous 60 days.
- Outside the states or criteria in your IO.
- Consumer credibly denies submitting the request (TortMatics reviews the TrustedForm certificate).
- Consumer already represented on the same matter, where that was disclosed in the request.
- Fraudulent or test submissions.
- Live transfers that disconnect before connecting to your staff.
Not returnable
- Consumer did not answer, stopped responding, or chose another firm.
- Consumer declined to sign, or you declined the case after evaluation.
- Any outcome of the case. Credits never depend on a case being signed, settled, or won.
Process
Include the reference number and the reason with evidence. TortMatics responds within 5 business days. Approved returns receive a credit or replacement on the next invoice, not a cash refund. Return rates above the IO limit trigger a campaign review. Disputes go to a call between both parties' account leads.