Legal
Refund Policy
1. General Policy
Prisoncall Australia operates on a subscription basis and delivers a digital service through the immediate provisioning of a dedicated phone number. Due to the nature of this service, refunds are generally not available once your Prisoncall number has been successfully provisioned.
We assess all refund requests in good faith and in accordance with our obligations under the Australian Consumer Law.
2. When a Refund Will Be Considered
A refund may be issued in the following circumstance:
- Your Prisoncall number was never provisioned within the stated fulfilment timeframe and you did not receive your number. Under standard conditions, your number is active within minutes of completing checkout. During periods of high demand or for custom provisioning, activation may take up to 24 hours (weekdays only, orders placed on weekends or public holidays may take longer). If your number has not been activated within this timeframe and you have not received confirmation, please Contact us.
All other refund requests will be assessed on a case-by-case basis. Where a failure of the service arises from a cause within our control, we will work to resolve it promptly and, where appropriate, issue a partial or full refund.
3. When Refunds Will Not Be Issued
Refunds will not be issued in the following circumstances:
- Change of mind after the number has been successfully provisioned, regardless of whether calls have commenced
- Failure to cancel before renewal. It is the sole responsibility of the subscriber to manage their subscription and cancel before the renewal date if they no longer require the service. No refund will be issued where a subscription has been renewed and the subscriber failed to cancel prior to the renewal date.
- Partial subscription periods. Refunds will not be issued for any unused portion of a current or past subscription period.
- Breach of a court order. No refund will be issued where a subscription is cancelled or suspended as a result of a breach of an intervention order, apprehended violence order, or any other court order.
- Service disruptions outside our control, including changes to call systems at correctional facilities or third-party network outages.
4. How to Request a Refund
To request a refund, please Contact us with your order details, including the name used at checkout and the date of purchase. We will acknowledge your request and provide a response within a reasonable time.
5. Australian Consumer Law
Nothing in this Refund Policy excludes, restricts, or modifies any guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). If you are entitled to a remedy under the Australian Consumer Law, we will honour that remedy.
6. 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.
7. 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. No refund will be issued in relation to charges applied by the prison to the prisoner's phone account.
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.
8. Bundle Discount
Loss of the 10% bundle discount as a result of cancelling one or more Prisoncall plans does not constitute grounds for a refund. Where a subscriber cancels a plan and the remaining active plans on the same billing interval fall below 2, the bundle discount ceases to apply from the next billing cycle. This outcome is a direct consequence of the subscriber's decision to cancel and is not considered a failure of the Prisoncall service.