Northstar

Premium Lead Dispute & Unreachable-Lead Protection Policy

Applies to: Northstar Premium — $150 USD per exclusive booked lead

1. Purpose

Northstar's Premium plan includes an unreachable-lead protection policy designed to give dealerships additional confidence when purchasing exclusive, booked auto-financing leads.

If a prospect remains unreachable despite the dealership completing the required contact attempts and follow-up, the dealership may submit a dispute for review under this policy.

This protection applies only to eligible leads purchased under the $150 USD Premium plan.

2. Eligibility Requirements

To qualify for an unreachable-lead dispute, all of the following conditions must be met:

1. The lead was delivered by Northstar under an active Premium agreement.
2. The prospect had a booked phone appointment with the dealership.
3. The dealership attempted to call the prospect at the scheduled appointment time or as close to that time as reasonably practicable.
4. The dealership made at least three documented call attempts around the appointment time.
5. The dealership completed reasonable follow-up attempts over the following 3–5 calendar days, using permitted contact methods where applicable.
6. The prospect did not answer, return the calls, or respond to the follow-up attempts during the required period.
7. The dealership submits the dispute within the deadline specified in Section 5 and provides the required evidence.

All contact attempts must comply with applicable laws, consent requirements, and calling or messaging restrictions.

3. Required Evidence

The dealership must provide sufficient documentation for Northstar to verify the contact attempts and follow-up.

Acceptable evidence may include:

• CRM activity records showing the date, time, and outcome of each call.
• Phone system or call-log records showing outgoing attempts and whether they were answered.
• Timestamped follow-up messages and their delivery status, where available.
• The appointment date and scheduled time.
• A record identifying the lead being disputed.

Evidence must correspond to the specific lead and be reasonably verifiable. Northstar may request additional documentation when necessary to evaluate the claim.

A statement that the prospect did not answer, without supporting records, is not sufficient by itself.

4. What Qualifies as an Unreachable Lead?

A lead may qualify when the dealership has completed the required contact attempts and follow-up but has received no meaningful response from the prospect.

The following circumstances do not automatically qualify:

• The prospect answers but decides not to purchase a vehicle.
• The prospect is reached but does not qualify for financing.
• The dealership is unable to convert the prospect into a sale.
• The dealership fails to make the required contact attempts.
• The dealership cannot provide sufficient evidence of its follow-up.
• The dealership's own delayed response or failure to follow up materially contributed to the prospect becoming unreachable.

Suspected duplicate leads, invalid contact information, misrepresentation, or other delivery issues may be submitted separately for review, even where they do not fit the unreachable-lead criteria.

5. Dispute Submission Deadline and Review

The dealership must submit its dispute after completing the required 3–5-day follow-up period and no later than 7 calendar days after the scheduled appointment date, unless Northstar agrees to an extension in writing.

The submission must include the lead's identifying information, appointment details, the reason for the dispute, and the supporting evidence described in Section 3.

Northstar will review the submission against this policy and may request clarification or additional records. Northstar will communicate its decision and the reason for approval or denial.

A claim may be denied if the eligibility requirements are not met or the required evidence is not provided.

6. Remedies for Approved Disputes

If Northstar approves an unreachable-lead dispute, the dealership will receive the remedy specified in its Premium agreement.

The default remedy is a credit equal to the disputed lead's purchase price, applied to a future eligible lead. A refund may be provided where Northstar agrees to it in writing or where required by applicable law.

Credits cannot be exchanged for cash unless agreed in writing or required by applicable law.

7. Exclusions and Limitations

This policy does not guarantee:

• That every prospect will answer the phone.
• That a prospect will attend or complete an appointment.
• That a prospect will purchase a vehicle.
• That a prospect will qualify for financing or receive loan approval.
• That the dealership will achieve a particular sales or revenue outcome.

The policy applies to unreachable-lead disputes only and does not replace any other rights or remedies that may apply under the parties' agreement or applicable law.

8. Good-Faith Use

Dealerships must submit disputes honestly and provide accurate, unaltered records.

Northstar may deny claims involving falsified records, repeated misuse of the policy, or failure to follow the agreed process. Any suspension or termination of service must be handled in accordance with the applicable client agreement and law.

9. Payment Disputes and Chargebacks

Dealerships should submit lead-quality or unreachable-lead concerns directly to Northstar through the agreed dispute process so the issue can be reviewed promptly.

Nothing in this policy prevents a dealership from exercising any rights available through its payment provider or under applicable law. Northstar may provide relevant delivery records, the accepted agreement, billing authorization, and dispute correspondence when responding to a payment dispute.

10. Acceptance

By purchasing or continuing to use the Northstar Premium plan, the dealership acknowledges that it has had an opportunity to review the applicable pricing, lead-delivery terms, and unreachable-lead protection policy.

Northstar contact: khaneil@thecleanagency.com Policy version: 1.0