Terms of business
Credits and errors.
If a delivered lead does not meet the agreed criteria, the agreed credit terms apply. The categories below explain what is and is not covered.
01
Creditable categories.
| Category | Definition | Evidence needed |
|---|---|---|
| Criteria mismatch | The lead does not match one of the agreed qualification criteria | The lead details and the agreed criterion |
| Invalid contact | The phone number and email are both unreachable across the agreed attempt schedule | Your logged contact attempts |
| Duplicate | The same person and matter was delivered to your firm inside the agreed window | Both record identifiers |
| No request for contact | The person states they did not ask to be contacted by a law firm | A note of what the person said |
| Already represented | The person already had counsel on the matter and your rules excluded that | A note of what the person said |
| Delivery failure | The record arrived outside the agreed response window because of our delivery | Delivery timestamps |
02
Non-creditable categories.
Saying this plainly at the start is the point. A credit policy that quietly covers everything is a price cut with extra paperwork.
| Category | Why |
|---|---|
| The person did not retain | The offer is a screened inquiry, not a signed client. Retention depends on your intake and case selection. |
| The attorney assessed the matter as weak | Whether the matter fits is the attorney’s decision and sits outside screening. |
| The person was not reached in time | Where contact attempts fall outside the agreed schedule, the record stays billable. |
| The matter fits the criteria but is unwanted | Qualification criteria can be adjusted as we learn what works best for your intake team. |
| Raised after the credit window | Requests must be raised inside the window written into your agreement. |
03
A straightforward review against the agreed criteria.
- 01
Identify the lead
Send the lead and the qualification criterion you believe was not met.
- 02
We review the request
We compare the lead information with the criteria agreed before launch.
- 03
The agreed terms apply
If the lead did not meet the criteria and the request is within the agreed window, the credit is approved.
- 04
The credit appears on your invoice
Approved credits are applied to the next invoice.
Inquiries that do not meet the agreed criteria are not delivered or billed.
Discuss your criteria
Agree on the credit terms before launch.
We will explain which lead issues qualify for a credit and the time allowed to request one.