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Castle Rock Insurance recognizes that, in limited situations, a purchased prospect may be genuinely unreachable despite reasonable outreach efforts. The Guaranteed Connection Credit Policy applies only to these specific cases and is intended to address verified failures to establish contact. This policy does not apply to underwriting outcomes, pricing results, carrier decisions or lack of prospect interest. Discounted leads, aged leads, and leads purchased at reduced or promotional rates are not eligible for Guaranteed Connection credits.

If your agency ordered a prospect but were unable to connect, please review this policy carefully before proceeding and then submit a support ticket to request a credit refund. Credit requests may be considered only if all of the following conditions are met:

At least seventy-two (72) hours have passed since the prospect was purchased
Reasonable contact attempts were made using the prospect information provided
A clear summary of outreach efforts is included with the request
The prospect was genuinely unreachable and not simply delayed or unresponsive
The request is submitted within five (5) business days after the seventy-two (72) hour period

All requests are manually reviewed and approved at sole discretion. Approved credits are returned to the portal account for future use only. Cash refunds, chargebacks, or payment reversals are not issued. Leads showing evidence of contact, partial engagement, delayed responses, or excessive credit requests do not qualify and may result in loss of credit privileges or portal access.

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