Credit & Refund Policy

OptiMAX — Performance Advertising

Last updated: August 2026

This page explains how credits and refunds work for calls, leads, and appointments delivered by OptiMAX. It is informational, not legal advice. If anything here conflicts with your signed agreement or order form, the signed document wins.

The principle

Your block of production should only ever be consumed by units that meet our Billable Guidelines. Where a unit falls short, we put it right — quickly, and without an argument.

Requesting a credit

• Window: Flag any disputed unit within 72 hours of delivery. This keeps disputes close to the event, while the delivery record, recording, and consent trail are all fresh.
• What to send: The delivery reference (call ID, lead ID, or appointment reference), the date and time of delivery, and the reason you believe the unit is non-billable.
• Where to send it: Email mike@optimax-ai.com.

How requests are reviewed

Every request is checked against the delivery record: the call recording (where held), duration and transfer logs, the consent record, and your buy-box criteria. We respond to each request with a decision and the reasoning behind it. If a unit fails our Billable Guidelines, it is credited — the standard applied is the published guideline, not our discretion on the day.

Automatic credits

Two categories are credited without you needing to raise anything:

• Duplicates — any consumer already delivered to you as a billable unit within the previous 30 days.
• Pre-buffer disconnects — calls that end before the 90-second engaged buffer is reached.

Our systems screen for both. If one slips through, the 72-hour window still applies and it will be credited on review.

Replacements, not cash refunds, on delivered production

Where a delivered unit is confirmed non-billable, the remedy is a replacement: the unit is removed from your block count and a qualifying unit is delivered in its place through the normal flow of production. We do not issue cash refunds against individual delivered units — the block simply is not consumed until you have received the full count of qualifying production you paid for.

Unused block balances

Blocks are prepaid and pausable. If you stop at a block boundary, or ask us to stop mid-block, any undelivered balance on your block is refundable on request. Refunds of unused balances are returned to the original payment method. There are no ongoing fees to cancel and no lock-in beyond the block you have already purchased.

What is not eligible

• Units that met your buy box and the Billable Guidelines but did not convert into a sale. We deliver qualified enquiries; closing them is the buyer's side of the partnership.
• Disputes raised after the 72-hour window (save where our own records show the unit was non-billable, in which case we will still put it right).
• Disputes rooted in the buyer's own availability — missed calls, unstaffed lines, or delayed follow-up.

Questions

Email mike@optimax-ai.com.