Lead Purchase, No-Refund & Replacement Policy

Effective 6 November 2026

1. Acceptance of terms

By purchasing any lead package, receiving leads, using credits or tokens, or accessing lead information through the DXB Leads platform, the Customer acknowledges that they have read, understood, and agreed to this Lead Purchase, No-Refund & Replacement Policy.

This Policy forms an integral part of the agreement between DXB Leads (“Company”, “we”, “us”) and the purchasing customer (“Customer”, “you”).

The Customer expressly accepts all conditions regarding lead quality, purchase finality, replacement eligibility, reporting deadlines, and limitations of liability.

2. Nature of leads: no guarantee of sales

DXB Leads provides access to property enquiries submitted by individuals who have expressed interest in real estate opportunities.

A qualified lead represents an expression of interest at the time of the original enquiry. It does not constitute a commitment, promise, or guarantee that the individual will purchase property, enter into a transaction, or engage the Customer’s services.

DXB Leads does not guarantee:

Successful property sales or completed transactions.
A specific conversion rate or return on investment.
Appointments, meetings, viewings, or negotiations.
That a prospective buyer will respond to calls, messages, or emails.
That a prospective buyer will maintain their original interest, requirements, budget, or purchase timeline.
That the Customer will successfully establish communication or conclude a commercial relationship with the lead.

The Customer acknowledges that lead conversion depends on numerous factors outside DXB Leads’ control, including market conditions, customer preferences, pricing, follow-up timing, negotiation skills, and the Customer’s sales performance.

A lead that does not convert into a sale is not considered defective and does not qualify for replacement or refund.

3. Refund policy

All purchases of lead packages, credits, tokens, and access to lead information are considered non-refundable.

Once payment has been successfully processed, DXB Leads does not provide refunds, partial refunds, cancellations, or conversions of purchased credits or tokens into cash.

This policy applies regardless of:

Whether the Customer has contacted or used the leads.
Whether leads result in successful transactions.
Whether the Customer is satisfied with the responses received.
Whether the Customer’s business priorities, requirements, or circumstances have changed.
Whether the Customer has unused credits or tokens.
Whether the Customer wishes to discontinue using the service.

Purchased credits and tokens have no cash redemption value and cannot be exchanged for monetary compensation.

Lead replacements are available only under the specific conditions set out in Sections 4–7 of this Policy.

4. Lead reporting

DXB Leads provides a “Report Lead” function within its platform.

A Customer who believes that a delivered lead meets one of the replacement criteria in Section 5 must submit a report through this function.

The following conditions apply:

Reports must be submitted within 14 calendar days (336 hours) from the date and time the lead first becomes available in the Customer’s account.
The reporting deadline is calculated using the delivery timestamp recorded by the DXB Leads system, in UAE time (GST, UTC+4).
Reports submitted after the 14-day period are not eligible for replacement under this Policy.
Failure to contact or review a lead within the reporting period does not extend the deadline.
Reports submitted through WhatsApp, telephone, email, or other channels do not replace submission through the official “Report Lead” function unless DXB Leads expressly authorises an alternative due to a verified technical issue.
Submission of a report does not automatically entitle the Customer to a replacement.

Once the 14-day reporting period has expired, the Customer loses eligibility to request a replacement under this Policy, except where mandatory applicable law provides otherwise.

5. Exclusive grounds for lead replacement

A delivered lead may qualify for replacement only in the following circumstances:

5.1. Duplicate lead

A lead qualifies as a duplicate only where the DXB Leads system has delivered the same identifiable prospective customer to the same Customer account more than once and charged separate credits or tokens for those deliveries.

Duplicate status is determined using DXB Leads’ internal delivery history, customer identification records, and relevant transaction records.

The following are not considered duplicates:

A prospective buyer independently contacting multiple brokerages or agents.
A lead previously obtained by the Customer through an external source.
A buyer submitting enquiries to other websites or companies.
A buyer already known to the Customer before purchasing the lead, unless the duplicate arose within the DXB Leads system as defined above.

5.2. Non-existent telephone number

A lead may qualify for replacement if its provided telephone number is demonstrably non-existent or invalid.

To qualify, the following conditions must both be satisfied:

A. Telephone network verification. The number cannot be reached because the telecommunications operator confirms, or an equivalent reliable network response establishes, that the number does not exist or has not been assigned.

B. Messaging platform verification. The same number is not registered or reachable through relevant commonly used messaging services, including WhatsApp, Telegram, Viber, BOTIM, or other applicable services.

The Customer must provide reasonable supporting evidence of attempted verification.

DXB Leads reserves the right to independently verify the reported number and may request additional supporting information.

A phone number that is temporarily unavailable, switched off, busy, unanswered, out of coverage, or not accepting calls does not qualify as a non-existent number.

Likewise, the absence of an account on one or more messaging platforms, by itself, does not establish that a number is invalid.

Both the telephone-network and messaging-platform conditions must be met for replacement eligibility under this section.

6. Circumstances not eligible for replacement

For clarity, the following circumstances do not qualify for replacement, credit restoration, or refund:

The lead does not answer calls or messages.
The lead ignores follow-up attempts.
The lead declines to speak with the Customer.
The lead is no longer interested in purchasing property.
The lead changes their mind, budget, location, or investment preferences.
The lead decides to postpone or cancel a purchase.
The lead chooses another broker, agent, or developer.
The lead has already purchased property elsewhere.
The lead refuses an appointment, meeting, or viewing.
The lead blocks the Customer on telephone or messaging platforms.
The lead states that they are not interested in the Customer’s specific offer.
The lead’s original enquiry no longer reflects their current requirements.
The Customer believes the lead is not sufficiently qualified or commercially attractive.
The Customer fails to follow up promptly or effectively.
The lead does not result in a transaction, commission, or commercial opportunity.
The lead disputes or denies having submitted an enquiry, provided the Company holds a valid supporting enquiry record.
The Customer experiences technical or operational difficulties unrelated to a verified defect in DXB Leads’ delivery service.

No grounds other than those expressly listed in Section 5 qualify for replacement under this Policy, subject to mandatory applicable law.

7. Replacement review and procedure

All lead replacement requests are subject to verification by DXB Leads.

Upon receiving a valid report within the prescribed period, DXB Leads may:

Review the original lead information and delivery records.
Examine the evidence provided by the Customer.
Verify the reported duplicate or telephone-number issue.
Request further information reasonably necessary to assess the claim.
Approve or reject the replacement request based on the eligibility criteria in this Policy.

Where a report is approved, DXB Leads will restore the relevant lead credit or token to the Customer’s account, or deliver one replacement lead of the same applicable category, without additional charge.

An approved replacement does not create any entitlement to a monetary refund, cash payment, or compensation.

A replacement is provided only for the affected lead, not for the entire package.

Rejection of a report does not alter the original purchase or restore the credits used for that lead.

DXB Leads may reject reports containing false, misleading, manipulated, or insufficient evidence. Reports will be reviewed in good faith against the published eligibility criteria.

8. Lead sharing and exclusivity

Unless expressly purchased under a separate exclusive-lead arrangement, standard DXB Leads packages are supplied on a non-exclusive basis.

A lead may be supplied to other eligible business customers in accordance with the sharing limits disclosed for the relevant package.

The Customer acknowledges that:

A lead’s qualification does not establish exclusive commercial rights over that prospective buyer.
A prospective buyer remains free to contact or engage other brokers independently.
Another broker’s involvement in a transaction does not constitute a defective lead.
A lead’s subsequent availability to another brokerage does not create replacement eligibility where such sharing is permitted under the purchased package.

Any specific exclusivity commitments must be expressly confirmed in writing by DXB Leads.

9. Customer responsibilities and permitted use

The Customer is solely responsible for how purchased leads are contacted, managed, and converted.

The Customer must:

Use lead information only for legitimate purposes connected to the original property enquiry and as permitted by applicable law.
Comply with applicable privacy, personal data protection, marketing, telemarketing, and real estate regulations.
Respect any request from a prospective buyer to stop communication.
Protect lead contact details against unauthorised access, disclosure, or misuse.
Refrain from reselling or transferring lead data to unauthorised third parties.
Ensure that all employees, brokers, agents, and representatives using the account comply with this Policy.

DXB Leads supplies lead information and does not act as a party, broker, guarantor, or intermediary in any subsequent property transaction between the Customer and the prospective buyer.

The Customer remains responsible for all communications, offers, negotiations, representations, contracts, and transactions arising from their use of purchased leads.

10. Limitation of liability

To the maximum extent permitted by applicable law, DXB Leads shall not be liable for indirect or consequential commercial losses arising from the Customer’s use of delivered leads, including:

Lost sales or commissions.
Lost business opportunities.
Lost profits or anticipated revenue.
Advertising, staffing, or operational expenses incurred by the Customer.
Failure to achieve expected business results.

DXB Leads does not assume responsibility for a prospective buyer’s subsequent actions, commercial decisions, responsiveness, or changes in circumstances.

11. Disputes and customer support

Any disagreement concerning lead delivery, reporting, replacement eligibility, credits, tokens, or the interpretation of this Policy must first be submitted in writing to DXB Leads.

Dispute resolution email: support@dxbleads.com

The Customer should include the relevant account information, lead reference number, delivery date, a description of the issue, and supporting documentation.

DXB Leads will review the complaint in good faith and communicate its decision based on the terms of this Policy and applicable law.

Submitting a general complaint by email does not extend or override the 14-day reporting deadline for lead replacement requests.

Nothing in this Policy prevents either party from exercising legal rights or remedies available under applicable law.

12. Binding acceptance

By selecting the checkbox confirming acceptance of this Policy, completing a purchase, or otherwise expressly accepting these terms, the Customer confirms that:

They understand that qualified leads do not guarantee sales, commissions, or conversions.
They understand and accept the Company’s no-voluntary-refund policy.
They understand that credits and tokens are not redeemable for cash.
They acknowledge the strict 14-day deadline for reporting leads.
They acknowledge that replacements are available only for the two specified grounds: qualifying system duplicates and verified non-existent telephone numbers.
They understand that a reported lead is subject to verification and approval before any replacement is issued.
They have read, understood, and accepted all the provisions contained in this Policy.

By accepting this Policy, the Customer agrees to be legally bound by its terms, subject to applicable law.

DXB Leads · dxbleads.com · Disputes and support: support@dxbleads.com