Legal
Cancellation Policy
1. How to Cancel
You may cancel your Prisoncall subscription at any time using either of the following methods:
- Through the My Prisoncall customer portal at any time
- By contacting us via My Prisoncall
There are no lock-in contracts and no cancellation fees.
2. Effect of Cancellation
Cancellation is immediate. The Prisoncall service is deactivated at the point of cancellation. There is no remaining active period after the cancellation date, regardless of how much time is left in the current billing period.
No refund is issued for any unused portion of a subscription period. Please refer to our Refund Policy for further information.
3. Grace Period
The grace period begins immediately upon cancellation. During the 5-day grace period, your assigned Prisoncall number remains reserved but inactive. No calls can be received during this period.
Reactivation is possible during the grace period. If you reactivate within 5 days of cancellation, the same Prisoncall number will be reinstated and the service will resume.
After the 5-day grace period, the number is permanently released and cannot be recovered or reactivated under any circumstances. Your personal data associated with the number then enters the deletion process as described in our Privacy Policy.
Reactivation after the grace period requires a new subscription. A new Prisoncall number will be assigned. The previous number cannot be guaranteed or reserved.
4. Billing and Renewal
Prisoncall subscriptions renew automatically on the billing date. You will continue to be charged for each renewal period until you cancel. It is your sole responsibility to cancel prior to the renewal date if you do not wish to be charged for the next period.
No refund will be issued where a subscriber fails to cancel before their renewal date. Prisoncall Australia does not monitor or manage individual subscriber renewal dates on behalf of subscribers.
5. Intervention Orders and Court Orders
Prisoncall Australia must not be used to contact any person protected by a Family Violence Intervention Order (FVIO) or Personal Safety Intervention Order (PSIO) in Victoria, an Apprehended Violence Order (AVO) in New South Wales, or any equivalent court order in any other Australian jurisdiction.
It is the sole responsibility of the subscriber and/or the inmate to ensure that no calls are made in breach of any active court order.
Prisoncall Australia and The Freebird & Co Pty Ltd accept no liability whatsoever for any calls made through the Prisoncall service that breach an active court order.
Any legal proceedings, fines, penalties, or consequences arising from a breach of a court order via use of the Prisoncall service are the sole responsibility of the subscriber and/or the inmate.
No refund will be issued where a subscription is cancelled or suspended as a result of a breach of a court order.
Prisoncall Australia reserves the right to immediately cancel any subscription without refund if it becomes aware the service is being used in breach of a court order.
6. Subscriber Plan Fee and Prison Call Charges
Your Prisoncall subscription fee covers unlimited incoming calls and minutes to your nominated mobile number. As a subscriber, you pay no per-minute charges for calls you receive from prison through the Prisoncall service.
The prisoner calling from prison continues to incur the prison's standard call charges for every call they make. Those charges are set by the correctional facility and its telecommunications provider. Prisoncall Australia has no control over those charges and accepts no responsibility for them.
The cost saving Prisoncall provides is achieved by assigning you a local landline number geographically close to your loved one's correctional facility. This means the prisoner is charged the prison's standard landline rate for each call, rather than the higher mobile rate that would otherwise apply. This is how Prisoncall reduces the cost of prison calls — it is a reduction in the rate the prisoner is charged per call, not a waiver of the prison's call charges.
7. Bundle Discount and Cancellation
If a subscriber cancels one or more plans and the number of active plans on a shared billing interval falls below 2, the 10% bundle discount no longer applies. The remaining plan will revert to the standard (non-discounted) rate from the next billing cycle. No refund or credit will be issued in connection with the loss of a bundle discount.