Refund policy

Profile listing payments

When payments are active, the Beyond Walls Connect profile listing fee is for review, administration, and a 12-month public profile listing. Third-party prison communication, messaging, phone, video, or mail fees are separate and are not charged by Beyond Walls Connect.

A. Accurately disclosed ineligible conviction

If the relevant conviction was accurately disclosed before payment but payment was accepted in error, the application will be marked ineligible, the profile will not be published, and the payment may be reviewed for a full refund. This is not treated as deception.

B. Deliberate concealment or material misrepresentation

If reliable evidence shows that an applicant or representative knowingly denied, concealed, omitted, falsified or materially misrepresented relevant conviction information, or falsely confirmed eligibility, Beyond Walls Connect may reject the application or remove a published profile and may retain payment for review, verification, administration and processing work already performed, except where applicable law requires otherwise. This outcome is never automatic merely because conflicting information exists.

C. Honest mistake or unresolved discrepancy

Ambiguous, disputed, outdated, overturned, expunged or apparently mistaken information will be paused for clarification and administrative review. It will not automatically be classified as deception or automatically denied a refund.

D. Beyond Walls Connect cannot provide the service

If Beyond Walls Connect cannot provide the paid service for a reason not caused by material deception or omission, the deception-based no-refund provision will not apply and any refund rights required by applicable law are preserved.

For help, email info@beyondwallsconnect.com or use the contact form.