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Refund Policy


We have outlined our Refund Policy below, please read carefully:

If you are not entirely satisfied with the service you are receiving, then we are here to help.  Please email support@fedphoneline.com with any questions or concerns.



REFUNDS

ALL refund requests for accounts that have been terminated must be submitted within 30 days of the account termination.



1. Non-Use of Service Refund:

Generally, there are no refunds issued with regards to FedPhoneLine prepaid services.  A partial refund shall be issued in the event the FedPhoneLine subscription was terminated within 15 days upon signup and the service was never used while the account was active (if customer used the service even one-time they are not entitled to a refund).

FedPhoneLine will investigate and notify customer regarding the status of your refund within 48 hours of refund request.

If a refund is warranted in the case of non-use of service FedPhoneLine shall refund the Monthly Subscription fee and Top Up amount, but NOT the activation fee.  FedPhoneLine will initiate the partial refund to the credit card/debit card used upon signup.   

Example 1:  If a customer registers for a FedPhoneLine number on the 1st of the month and terminates their account on the 10th of the month and the FedPhoneLine number has not been used.  The customer is entitled to a refund the Monthly Subscription fee and Top Up amount, but NOT the activation fee. (Customer must email support@fedphoneline.com within 30 days of termination to request a refund).

Example 2:  If a customer registers for a FedPhoneLine number on the 1st of the month and terminates their account on the 16th of the month and the FedPhoneLine number has not been used.  The customer is entitled to a refund of the Top Up amount, but NOT the activation fee or the Monthly Subscription fee. (Customer must email support@fedphoneline.com within 30 days of termination to request a refund).

An email outlining the refund will be sent, funds usually take between 5-10 business days to appear an account statement.   

It shall be the sole responsibility of the customer to monitor their credit/debit transactions regularly.  Customers who have not used their FedPhoneLine service for consecutive months; forget to terminate their accounts; misread their payment dates; sign up for the wrong Correctional Institution; are unaware of the payment schedule; do not read emails and/or SMS notifications sent to contact information on account or their loved ones were released early shall not eligible for a refund. 



2. Cancellation of Service:

a. Collect Call Plan Subscribers:

Upon cancellation of service, customers with Collect Call Plans will not be refunded their Top Up balances automatically. An email request must be sent.  If a request is received, the Topup amount will be reimbursed minus a $4 processing fee.  If no email request for refund of Top Up balance is made within 30 days of the account termination date, the Topup balance will be forfeited. 

Example:  If a customer cancels their account and there is $4 or less, on the Top Up account, the customer will not be reimbursed. 

If an account is terminated due to non-payment of the monthly fee the customer is not eligible for any refund from their Topup account.

b. No Refund for Pre-Authorized Charges:

All subscription plans are recurring payments charged to your card immediately preceding activation or charged on the 1st of each month. Email Reminder Notifications are sent out Monthly to remind Customers of this. 

Customer must login to terminate account via the customer portal, FedPhoneLine will not terminate an account over the phone or via email request.

If a customer has prepaid for a number of months, no refund will be issued if customer terminates their account prior to their renewal date.

Remember to terminate your account BEFORE the 1st of the month if you no longer need it.  FedPhoneLine DOES NOT provide refunds if users forget to terminate their accounts before the 1st of the month.

 

3. No Refund on Dropped Calls:

FedPhoneLine will only offer refunds for interruption if the interruption lasts for greater than 48 hours.  FedPhoneLine will not refund dropped calls. Dropped calls can occur for a number of reasons outside of FedPhoneLine control (lack of network coverage, interference from other devices, inclement weather, call routing issues, etc.)  

 

4. Referral Program:

All FedPhoneLine Collect Call and Calling Card numbers are assigned to customers upon signup. At this time, each profile is given a unique Referral Code.  Customers (known as Person A) can give this Referral Code to any individual creating a new FedPhoneLine account (known as Person B).

When Person B uses the Referral Code to signup for a FedPhoneLine Collect Call number or Calling Card number, Person B will save 15% on their first payment upon sign up and the Person A will save 15% off their next monthly bill for the FedPhoneLine number associated with the Referral Code.

The Referral Code can be provided to an unlimited number of Referees.  Persons B who sign up will always receive a 15% discount off their signup fee. However, Person A will be able to receive a maximum discount of 75% discount off their monthly bill within a calendar month.

Each FedPhoneLine number, and corresponding customer profile, has a unique Referral Code.  When a FedPhoneLine account is transferred due to a location change, a new customer profile is created and a new FedPhoneLine number is issued to the customer. The new FedPhoneLine number will have a new unique Referral Code. If a customer transfers their FedPhoneLine number to a new FedPhoneLine number, discounts accumulated with the original Referral Code do not transfer to the new FedPhoneLine account.

No customer may use the Referral Program to violate any law, infringe or violate the rights of any third party.  In addition, no customer may tamper with the Referral Program, act in an unfair or disruptive manner, or use any system, bot or other device or artifice to participate or receive any benefit in the program.  Any attempt to deliberately damage or undermine this Referral Program may result in service interruption to any account with corresponding Customer information or lead to account termination of any account belonging to the Customer.

FedPhoneLine reserves the right to cancel, modify or terminate the Referral Program at any time for any reason.  FedPhoneLine reserves the right to disqualify any Customer at any time from participation in the Referral Program if we have good faith belief that the Customer has violated any of these terms.

Referral discount information can only be retrieved for the current month (and not for previous months).  Customer is responsible for checking their Referral discounts for accuracy and must present sufficient email evidence to FedPhoneLine if there is any discrepancy. If a customer believes a Referral discount should be applied to a new FedPhoneLine number that was acquired by transferring a previous account, it is the sole responsibility of the account holder to inform FedPhoneLine by 6pm EST of the last day of the current calendar month in which the Referral Code was used.

 

5. Indemnification

The Customer agrees to indemnify and hold harmless FedPhoneLine, and its respective affiliates, officers, agents, employees, and permitted successors and assigns against any and all claims, losses, damages, liabilities, penalties, punitive damages, expenses, reasonable legal fees and costs of any kind or amount whatsoever, which result from or arise out of any act or omission of the indemnifying party, its respective affiliates, officers, agents, employees, and permitted successors and assigns that occurs in connection with this Agreement. This indemnification will survive the termination of this Agreement.

Refund policy last updated  December 4th, 2020.
Changes made in Section 4.

 

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