Help Topics

TOPIC 10: Policies

10.1) Privacy, Legal Disclaimer and Refund Policies

Privacy Policy
Privacy and data security for your personal and financial information is one of the top priorities at TextBehind®. We do not share your information with any 3rd party for any reason except for legal compliance.

Legal Disclaimer
Please visit for detailed information.

Refund Policy
TextBehind® completes service by processing and shipping all your orders within 24 hours Monday through Friday. If the status of your order has changed to “Processed” or “Delivered”, the transaction will become irreversible and therefore, nonrefundable.

Non-Convertible, Non-Transferable and Non-Refundable Credits
All TextBehind credit deals are purchase and used while your loved one is at any of our contracted facilities. Available credits in your account automatically become available to be used at the time of submitting a transaction. However, if your loved one is transferred to another facility or released, only your base credits are refunded or converted to dollar amount. This dollar amount can then be either refunded to your original payment method or put back into your TextBehind account to send letters to inmates located in a non-contracted facility. The credits will be converted based on their comparable original price.

All discount deals (SPECIAL SAVINGS) are a combination of TWO types of credits:

     1) BASE CREDITS (refundable, convertible)
     2) DISCOUNT CREDITS or ADD ONs. (non-refundable, non-convertible) 

For example, if the cost for sending a message to a contracted facility (ORANGE BOXES) is 50 cents. You purchase a credits package that costs $5.00 but you are given 15 credits. This means that the deal includes 10 base credits and 5 discount credits. 

If the left-over credits in your account are "discount credits", they will stay there until they become usable again when A) your loved one is transferred back to a contracted facility or B) you add another inmate to your contacts who is located at a contracted facility. 

Canceling A Transaction Before Shipping
If you need to cancel a transaction and prevent shipping or any letter, you must notify us as quickly as possible. If we are able to stop your order shipment, we will be happy to help and if successful, we will issue a store credit in your TextBehind® account on the same day. There are no cash or transactional refunds offered under any circumstances.

Account Closing and Remaining Account Balance Claim
If you purchased one of the discount deals and have remaining credits while your incarcerated loved one is released and you no longer need to use TextBehind® services, you can request your remaining credits to be converted to cash amount and credited to your original payment method such as a credit card or debit card with following exceptions:

  1. The refundable amount will be calculated after deducting original discount percentages, free credits and other value added services. Only the base credits are convertible or refundable. 
  2. The refundable amount can only be credited against original payment method used. If you no longer have the original payment method (credit/debit card) available, the refund will be voided.
  3. A refund transaction charge of $1.50 will be deducted to pay for the transaction reversal charges.
  4. The refund must be claimed within 90 days of original purchase date. 


6.1) Mail delivery process explained


Go back to Help Topics
If you would like to provide a quick feedback on how we can further improve the information in this topic to help you and others in the future, please use the form below:

Please click on checkbox for human verification!