1. Policy Application
1.1 Leads will be assessed by visual, automated system and independent call by one of our assessors.
2. Validity of Leads
2.1 Simply Online Media considers a Customer Lead valid where: ;
a) the Customer Lead matches the Buyer’s bidding criteria, where the criteria entered by the Customer are applicable, of:
(i) FSP type;
(ii) postcode;
(iii) professional leads category
b) there is a valid UK telephone number; and
2.2 A Customer Lead will be deemed invalid if, in Simply Online Media’s opinion, it is submitted according to paragraph 3 (Notification) below, or it is auto invalidated (see paragraph 8 below) and it meets the criteria set out.
3. Notification (both policies)
3.1 Customer Leads will only be accepted for analysis if Simply Online Media receives notification less than seven (7) calendar days from receipt by the Buyer according to the date/time stamp contained on the Customer Lead. However, please also refer to Clause 8 below regarding automatically invalidated leads.
3.2 Customer Leads will be deemed accepted if Simply Online Media does not receive notification within seven (7) calendar days of receipt by the Buyer and no refunds will be provided for Customer Leads which the Buyer has accepted.
3.3 Simply Online Media will use reasonable endeavours to respond to the Buyer’s notification within five (5) working days.
3.4 A Buyer may withdraw a Customer Lead from analysis at any point up until Simply Online Media has completed its analysis of the Invalid Lead submission. The analysis will be complete when the Invalid Lead status has been updated from “submitted”, to “accepted” or “rejected”.
4. Grounds for Invalidity
4.1 Simply Online Media will only invalidate Customer Leads if:
a) the Customer Lead contains contact details that do not work, i.e. the telephone numbers supplied either do not ring, do not allow voice conversation (e.g. fax machine) or have an automated “number not in service” type message , (“Invalid Phone Number”);
b) a Customer completes the same form twice (“Duplicate Lead”) and within three (3) calendar days of receiving an original Customer Lead the Buyer receives a duplicate Customer Lead regarding that Customer;
c) The Customer Lead contains contact details that are clearly test leads i.e. contain the words “test” or “testing” in the name and/or email address (Test Lead)
d) The Customer Lead contains contact details that are clearly bogus e.g. fictional names or random characters (Hoax Enquiry)
4.2 In addition to 4.1 a), b) and c) above, Simply Online Media will also invalidate Customer Leads if;
4.3
a) The Customer Lead contains contact details that do not belong to the Customer (“Wrong Number”)
b) For Professional leads only, the Customer has entered incorrect or untrue details regarding their occupation, which means the Customer Lead is misclassified according to the Buyer’s bidding criteria (“Misclassification”) and if the Buyer is not bidding in that Lead Category or not pursuing the Customer Lead;
5. Unfit Grounds for Invalidity
5.1 Simply Online Media does not provide refunds for Customer Leads who have sourced their advice elsewhere following submission of their enquiry. Simply Online Media does all that it can to discourage Customers from seeking advice elsewhere; Simply Online Media simply recommends that Buyers follow up on a Customer Lead as quickly as possible to ensure it remains as fresh as when it was delivered.
5.2 Simply Online Media does not provide refunds for Customer Leads who have changed their mind about receiving advice, or whose circumstances have changed, following submission of their enquiry.
5.3 In the case of mortgages, Simply Online Media does not provide refunds for Customer Leads who might incur redemption penalties and/or have decided to remain with their current lender.
5.4 Simply Online Media does not provide refunds for Customer Leads where the Buyer has been unable to contact the customer via any of the contact details in the Customer Lead, except where the telephone numbers do not work.
5.5 In the case of mortgages, Simply Online Media does not provide refunds for Customer Leads who are unemployed, on a low income, or want to borrow more than they can afford. Simply Online Media does carry out quality checks to ensure a reasonable loan-to-value ratio however Simply Online Media does not ask income questions and does not provide refunds on the basis of income or loan-to-value.
5.6 In the case of life insurance leads, Simply Online Media does not provide refunds for Customer Leads where the Buyer cannot provide a particular type of life insurance contract preferred by the Customer including but not limited to Endowment or whole of life policies.
5.7 Simply Online Media does carry out validity checks on leads, but Simply Online Media does not ask questions relating to Customer affordability for the product required and does not provide refunds on the basis of affordability.
5.8 Simply Online Media does not provide refunds for clients who subsequently claim they were not interested at the time they submitted their details.
5.9 Simply Online Media will not investigate any other reasons for possible invalidation of leads beyond those outlined in Clause 4.
6.1 Simply Online Media will not provide refunds for leads submitted as ”Unable to Contact” who have a personalised answering service or voice mail that identifies the Customer as contactable on the given number.
6.2 Simply Online Media will not investigate any other reasons for possible invalidation of leads beyond those outlined in Clauses 4 and 5
7. Auto Invalidation
7.1 Invalid telephone numbers (incorrect numbers) will be recognized at the point of customer submission and will be automatically invalidated accordingly.
7.2 Simply Online Media does not guarantee that all telephone numbers received by the Buyer will be valid, however any leads received by the Buyer are still eligible for submission as invalid as detailed in the relevant clauses above.
7.3 The automated invalidation service is only available to a Buyer that is buying a lead directly for contact by themselves, their firm or when the Buyer is an FSA recognized network, their members.