Refund Policy

Prisoncall Australia — The Freebird & Co Pty Ltd

Due to the nature of our service being a digital product delivered instantly and tailored to your selected prison and mobile number, we do not offer refunds once your order is processed and your Prisoncall number is assigned.

Service Coverage

Prisoncall currently services all correctional facilities in Victoria (VIC) and New South Wales (NSW). By subscribing, you confirm that your loved one is incarcerated in a VIC or NSW correctional facility. It is your responsibility to ensure you have selected the correct prison during checkout.

Subscription Plans

We offer a range of subscription plans with different billing periods. All plan prices are inclusive of GST. Your selected plan will automatically renew at the end of each billing period unless cancelled before the renewal date. Current plan options and pricing are displayed at checkout and on our website.

Non-Refundable Circumstances

• Once your Prisoncall DID number has been provisioned and sent to you, the service is considered delivered
• Renewal payments are non-refundable once processed
• Failure to cancel before a renewal date does not constitute grounds for a refund
• If your loved one is transferred to a different prison, this does not entitle you to a refund — we will provision a new number for the new prison free of charge upon request

DID Number Changes (Prison Transfer)

If your loved one is transferred to a different prison, contact us at support@prisoncall.com.au and we will provide a new local DID number for the new prison within 24 hours at no additional charge. A 15-day overlap period applies — both numbers remain active during this period to allow registration at the new prison.

Important: Once a DID number is released at the end of the overlap period, it cannot be recovered.

When a Refund May Apply

In rare cases where the service cannot be delivered due to a verified system error or technical failure on our part, a full refund will be provided. Please contact us immediately at support@prisoncall.com.au if you experience any issues with setup or service activation and we will work to resolve it promptly.

Contact

support@prisoncall.com.au
The Freebird & Co Pty Ltd