Legal
Terms of Service
1. Acceptance of Terms
By completing a purchase on the Prisoncall Australia website, you agree to be bound by these Terms of Service. If you do not agree to these terms, do not proceed with a purchase. These terms form a binding agreement between you (the subscriber) and The Freebird & Co Pty Ltd, trading as Prisoncall Australia.
2. Description of Service
Prisoncall Australia provides subscribers with a local landline phone number that receives incoming calls from correctional facilities and forwards them to the subscriber's nominated Australian mobile number. This allows family members and other approved contacts to receive calls from inmates at local call rates.
The service does not place outgoing calls and does not provide any connection to correctional facility systems beyond standard number forwarding.
3. Service Availability
The Prisoncall service is currently available for Victorian and New South Wales correctional facilities only. Coverage of specific facilities is subject to change. It is your responsibility to confirm that your loved one's facility is supported before purchase.
4. Subscriber Eligibility
To subscribe to Prisoncall Australia, you must:
- Be at least 18 years of age
- Provide a valid Australian mobile number as your nominated forwarding number
- Have the legal authority to enter into a binding contract
5. Subscriptions and Billing
Prisoncall subscriptions are continuous and renew automatically on the billing date. You will be charged for each renewal period until you cancel your subscription. 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 renewal.
Payment is processed by Stripe. By providing your payment details, you authorise Stripe to charge your nominated payment method on each billing date.
6. Fulfilment Timeframes
Under standard conditions, your Prisoncall number will be provisioned and active within minutes of completing checkout.
During periods of high demand, or in cases where a number requires custom provisioning, activation may take up to 24 hours on weekdays. Orders placed on weekends or public holidays may take longer.
In the rare event that no suitable number is immediately available, you will be notified at checkout. Your number will be provisioned within 24 hours on the next available weekday. No charge is applied until your number is successfully activated.
7. Cancellation
You may cancel your subscription at any time via My Prisoncall.
Cancellation is immediate. The service is deactivated at the point of cancellation, with no remaining active period after that date.
After cancellation, your assigned Prisoncall number enters a 5-day grace period during which the number remains reserved but inactive. At the end of the grace period, the number is permanently released. No refund is issued for any unused portion of a subscription period. Please refer to our Cancellation Policy and Refund Policy for full details.
8. Acceptable Use
The Prisoncall service must not be used:
- To contact any person protected by a court order, intervention order, or apprehended violence order
- For any unlawful purpose
- In any manner that violates the rules or policies of the relevant correctional facility
Prisoncall Australia reserves the right to immediately cancel any subscription without refund if it determines, at its sole discretion, that the service is being used in breach of these acceptable use requirements.
9. Limitation of Liability
To the maximum extent permitted by Australian law, Prisoncall Australia and The Freebird & Co Pty Ltd are not liable for any loss or damage arising from:
- Call quality issues or interruptions caused by third-party network providers
- Changes to call systems, policies, or technology at correctional facilities outside our control
- Delays in number provisioning caused by third-party suppliers
- Any breach of a court order by the subscriber or inmate
Nothing in these terms excludes, restricts, or modifies any guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law.
10. Governing Law
These Terms of Service are governed by the laws of Victoria, Australia. Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Victoria.
11. 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.
12. 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.
13. Bundle Discount
A 10% bundle discount applies when a subscriber holds 2 or more active Prisoncall plans on the same billing interval. The billing interval must be the same across all active plans (weekly, fortnightly, monthly, or quarterly) for the bundle discount to apply. Plans on different billing intervals are not eligible for the bundle discount.
If a subscriber cancels one or more plans and the number of active plans on a shared billing interval falls below 2, the bundle discount no longer applies. The remaining plan will revert to the standard (non-discounted) rate from the next billing cycle.
The bundle discount is applied automatically at checkout and on renewal where the eligibility conditions are met. Prisoncall Australia reserves the right to modify or discontinue bundle pricing at any time, subject to reasonable notice.