Policies and Procedures
Understanding our commitment to delivering meaningful mail and support to incarcerated individuals.
Mail Delivery Policies
Message To Mates works diligently to ensure your weekly mail reaches your incarcerated loved one. Our mail is prepared with care and submitted to the appropriate correctional facilities according to their mail intake procedures.
- • All mail is prepared and submitted weekly to the recipient's facility
- • Delivery times depend on facility mail processing schedules
- • We follow all facility guidelines regarding mail content and format
- • Mail may be subject to facility screening and security procedures
Content Guidelines
To ensure your mail reaches your loved one, we follow strict content guidelines that align with correctional facility regulations.
- • Mail should be positive, supportive, and encouraging in nature
- • Certain content is prohibited as per facility regulations
- • We reserve the right to decline to send inappropriate content
- • All messages must be family-friendly and constructive
Service Terms
Our service is designed to maintain meaningful connections between families and incarcerated loved ones. We are committed to providing flexible options to meet your changing needs.
- • Subscriptions renew on a monthly or yearly basis as selected
- • You may update or cancel your subscription at any time
- • Refunds are subject to our refund policy
- • We are not responsible for delays caused by facility procedures
Cancellation Options
We understand that circumstances change. You have the following options when you need to cancel your subscription:
Option 1: Standard Cancellation
Cancel your subscription at any time. For monthly subscriptions, cancellation takes effect at your next billing date. For yearly subscriptions paid upfront, you may cancel at any time—refunds are available per our refund policy.
Option 2: Transfer Remaining Months
Yearly subscriptions: If you've paid for a yearly subscription and wish to cancel, you may request to transfer your remaining months to another incarcerated individual at any facility in any state. This provides maximum flexibility—you can direct your subscription to support a different family member or loved one without losing your prepaid balance.
Example: If you paid $115 for a yearly subscription and cancel after 2 months, you have $96.67 in remaining balance (10 months). This balance can be transferred to support another inmate's mail packages at any correctional facility, anywhere in the United States.
How to Cancel or Request a Transfer
- Contact our support team at support@messagetomates.com or 800-842-6160
- Specify whether you want to cancel or transfer remaining months
- If transferring, provide the new inmate's information (name, number, facility, state)
- Your cancellation or transfer will be processed within 1-2 business days
- For transfers, your remaining balance will be applied to the new inmate's subscription immediately
Inmate Information Accuracy
It is essential that you provide accurate information about your incarcerated loved one.
- • Double-check inmate name, number, and facility location
- • Incorrect information may result in undeliverable mail
- • Update us immediately if your loved one is transferred
- • We use the Inmate Search tool to verify facility information
Refund Policy
We understand that circumstances can change. Our refund policy is designed to be fair and transparent while protecting both our customers and our business.
Standard Refunds
- • Monthly Subscriptions: Refunds available within 7 days of purchase for your first month. After the first month, you may cancel at any time, and your subscription will end at the next renewal date—no refund of the current month will be issued.
- • Yearly Subscriptions: Full refunds available within 30 days of purchase. After 30 days, refunds are not available for yearly subscriptions unless special circumstances apply (see below).
- • To request a refund, contact our support team at support@messagetomates.com or call 800-842-6160.
Special Circumstances
If your incarcerated loved one experiences a significant life change, we understand your situation. Refunds for the remaining balance may be issued for the following circumstances:
- • Inmate Release: If your loved one is released from incarceration, we will issue a prorated refund for all remaining months on your yearly subscription upon receipt of official documentation (release papers or court order).
- • Inmate Passing: In the event of an inmate's passing, we will issue a full refund for all remaining balance on yearly subscriptions upon receipt of official documentation (death certificate or obituary). For monthly subscriptions, we will issue a prorated refund for the current month.
- • Inmate Transfer to Non-Participating Facility: If your loved one is transferred to a facility where we cannot reliably deliver mail, we will work with you to either transfer your subscription to the new facility or issue a prorated refund.
- • To apply for a special circumstance refund, please contact support@messagetomates.com with relevant documentation. Refunds are typically processed within 5-7 business days of approval.
Non-Refundable Scenarios
The following situations are not eligible for refunds:
- • Services already rendered (mail already prepared and submitted to the facility)
- • Delays or non-delivery caused by facility mail screening or security procedures beyond our control
- • Undeliverable mail due to incorrect inmate information provided by the customer
- • Cancellations made after service has been rendered for the current billing period
Chargeback and Dispute Policy
We encourage you to reach out to us directly before filing a dispute with your credit card company. In the event a chargeback is filed:
- • Chargebacks will be contested to the fullest extent permitted by law. Customers who initiate chargebacks may have their accounts suspended or terminated.
- • All legitimate refund requests should be submitted to support@messagetomates.com, and we will process them according to this refund policy.
- • We maintain comprehensive records of all transactions and services rendered to protect both our customers and our business.
How to Request a Refund
- Contact our support team at support@messagetomates.com or 800-842-6160
- Provide your order number and reason for refund request
- For special circumstances, include relevant documentation (release papers, death certificate, court order, etc.)
- Our team will review and respond within 2 business days
- Approved refunds are processed within 5-7 business days back to your original payment method
Questions About Our Policies?
If you have questions or concerns about our policies and procedures, our customer support team is here to help.