Refund Policy
Our 7-day no-risk money-back guarantee
At Prison Engine, we want families to feel confident when signing up. If you’re not completely satisfied with the service, simply contact us within 7 days of your number being activated, and we will refund your subscription payment.
No stress, no complicated process — just reach out to our support team and we’ll take care of it.
How our service works
Prison Engine provides Australian local landline numbers located near correctional facilities. When an inmate calls the allocated local landline number, the call connects directly through the 3CX app on the approved recipient’s mobile device.
Customers pay a flat subscription fee for access to the service. We do not charge per call. Behind the scenes, however, each number we provide involves setup and ongoing telecommunications costs that we incur at the time of activation.
After the 7-day guarantee period
After the initial 7-day guarantee period has passed, refunds are generally not available for change of mind. This is because each number is individually provisioned and activated specifically for your account, and setup costs are incurred by us immediately upon activation.
However, if there is a genuine technical issue with the service that is within our control, we will always work to resolve it promptly. If a verified fault cannot be resolved within a reasonable timeframe, we may provide:
A replacement number at no additional cost, or
A partial or full refund where appropriate.
Our goal is always to ensure the service functions as described.
Prison transfers
If an inmate is transferred to another correctional facility, we provide number replacements at no additional cost, provided the new facility supports external local landline numbers. We aim to ensure continuity of service wherever possible.
Reporting issues
If you experience any issue with your service, please contact us as soon as possible at info@prisonengine.com.au. Most matters can be resolved quickly when reported early. We are committed to fair, transparent, and responsive support.
Australian Consumer Law
Nothing in this Refund Policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law. Where required, remedies will be provided in accordance with applicable legislation.