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Refund Policy

Effective Date: 01/01/2024

1. Introduction

At Bridge Unity Network ("we," "us," or "our"), we are committed to providing quality services to facilitate communication between inmates and their loved ones. This Refund Policy ("Policy") outlines the circumstances under which we offer refunds for our services. By purchasing our services, you ("User," "you," or "your") agree to the terms of this Policy.

2. Subscription Plans and Services

We offer various subscription plans and services that allow you to send and receive messages to and from inmates through our platform. These services may include:

  • Monthly subscription fees

  • Per-message charges

  • Additional service fees (e.g., expedited processing)

3. General Refund Conditions

3.1. Eligibility for Refunds

Refunds are generally not provided for our services due to the nature of digital communications and the costs incurred in providing the service. However, we may consider refund requests under the following circumstances:

  • Service Outages: Prolonged service interruptions or technical issues that prevent you from using the service for an extended period (typically more than 24 hours).

  • Duplicate Charges: Accidental duplicate payments or billing errors.

  • Non-Delivery of Services: Failure to deliver messages due to errors on our part.

  • SMS Communication Issues: Consistent failure in SMS functionality that prevents the core use of our services.

3.2. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Change of Mind: Deciding not to use the service after purchase.

  • Unused Services: Failure to utilize the service within the subscription period.

  • Violation of Terms: Suspension or termination of your account due to a breach of our Terms and Conditions.

  • Inmate Restrictions: Messages not delivered due to restrictions imposed by correctional facilities or authorities.

  • Third-Party Service Issues: Issues related to SMS delivery caused by third-party services (e.g., Twilio outages).

  • User Device Issues: Problems related to the user's device that prevent receiving SMS messages.

4. Refund Request Procedure

4.1. Submitting a Request

To request a refund, please contact our Customer Support within 3 days of the issue occurring:

 

4.2. Information Required

Please provide the following information to expedite your refund request:

  • Full Name

  • Account Email Address

  • Transaction Date and Amount

  • Reason for Refund Request

  • Supporting Documentation: Screenshots or error messages (if applicable)

4.3. Review Process

  • Acknowledgment: We will acknowledge receipt of your refund request within 7 business days.

  • Investigation: Our team will investigate the issue and may contact you for additional information.

  • Decision: A decision will be communicated to you within 2 business days after completing the investigation.

5. Refund Method

Approved refunds will be issued using the original payment method. Please allow 5-7 business days for the refund to appear in your account, depending on your financial institution's processing times.

6. Partial Refunds

In certain situations, we may offer partial refunds based on the unused portion of your subscription or the extent of the service disruption.

7. Chargebacks and Disputes

7.1. Chargebacks

Initiating a chargeback without first contacting us to resolve the issue is considered a violation of this Policy. We reserve the right to suspend your account and take necessary legal action in the event of fraudulent chargebacks.

7.2. Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, you may escalate the matter by contacting our Customer Support Manager at manager_email@bridgeunitynet.com.

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will become effective immediately upon posting the updated Policy on our website. Your continued use of the Services after any such changes constitutes your acceptance of the new Refund Policy.

9. Contact Information

If you have any questions or concerns about this Refund Policy, please contact us at:

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