Replacement Policy
Last updated: 01 August 2026
This policy governs how replacement requests for purchased leads are handled on . It works alongside our Refund Policy, which covers wallet and payment terms.
1. Who can request a replacement
Any agent who has purchased a lead may submit one replacement request for that lead, provided it is within the eligible time window and has not already been requested.
2. Eligible lead categories
The Replacement option is available only for Verified Domestic, Ticket Booked Domestic, Verified International, and Ticket Booked International leads. Raw Domestic and Raw International leads are not eligible for replacement under any circumstance — the Request Replacement option does not appear for these leads.
3. Time window
Requests must be submitted within 48 hours of the purchase timestamp. The countdown is shown on the lead in My Leads, and the request option is automatically disabled once it expires.
4. Eligible reasons
| Reason | When to use it |
|---|---|
| Trip Cancelled | The traveller has confirmed they are no longer travelling. |
| Trip Postponed | The trip has been pushed to an indefinite or much later date. |
| Not Responding | The traveller cannot be reached after reasonable attempts. |
| Already Booked | The traveller has already completed their booking elsewhere or via another channel. |
5. Required information
Every request must include the reason above plus a written explanation (remarks). A screenshot supporting the claim (e.g. a message thread) can be attached but is optional.
6. Review process
Requests are reviewed by an admin or an authorized employee. Each request shows the Request ID, Lead ID, agent, company, destination, category, reason, remarks, and request date/time to the reviewer.
7. Approval outcome
If approved, the original lead's purchase status changes to Replacement Approved and exactly one Replacement Credit is issued — locked to the same lead category and region as the original purchase. No wallet refund is given under any approval.
8. Rejection outcome
If rejected, a rejection reason is required and is automatically emailed to you. Rejected requests are final unless an admin exercises a manual override for exceptional circumstances.
9. Using a Replacement Credit
Once issued, your Replacement Credit appears under Credits in your Agent Panel. It can be redeemed directly from the Marketplace — eligible leads display a "Use Credit" option — at no wallet cost. A credit can only be used once and only against a lead in its matching category/region.
10. One request per lead
Only one replacement or quality report may be filed per purchased lead. This is enforced at the system level and cannot be bypassed.
11. Leads purchased using a Replacement Credit
A lead purchased using a Replacement Credit is not itself eligible for a further replacement request.