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 email@example.com with any questions or
requests for accounts that have been terminated must be submitted within 30
days of the account termination.
1. Non-Use of
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
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 firstname.lastname@example.org 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
email@example.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
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.
Cancellation of Service:
Call Plan Subscribers:
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
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:
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.
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.
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 or forget to switch their accounts from autopay.
3. No Refund
on Dropped Calls or Poor Call Quality:
will only offer refunds for interruption if the interruption lasts for greater
than 48 hours. FedPhoneLine will not refund dropped calls (or any other issue related to call quality). 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
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
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
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.
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 April 4th, 2023.
Changes made in Section 2.