What Happens If You Need to Cancel Your Video Visit: Sarasota County Jail's Refund Policy Explained
Canceling a video visit is stressful enough without wondering if you'll see your money again. Here's what Sarasota County Jail's published materials actually say about cancellations and refunds—and why you should document everything before you pay.
One official statement is blunt: Sarasota County Jail's video visitation information says "Refunds for internet visits will not be issued." That single line matters. It suggests that once you pay for an online video visit, you shouldn't expect money back - even if you cancel.
But a separate official document tells a different story. The GTL brochure for video visitation describes a tiered refund schedule based on timing: cancel 48 hours or more ahead and you get a full refund; cancel between 24 and 48 hours and you get 50% back; cancel with less than 24 hours' notice and you get nothing. If you're canceling because of work, childcare, or a last-minute emergency, those cutoffs make all the difference.
Note: These two published statements conflict - one says no refunds for internet visits, while the other offers partial and full refunds depending on timing. Before and after you pay, save screenshots and receipts so you can show which policy you were relying on.
Sarasota County Jail's published visitation rules say visits may be canceled up to 48 hours before the scheduled time. That 48-hour window matters for more than money. The jail warns that if a visit is canceled with less notice, the inmate may lose that time block for the week - except in special circumstances. A late cancellation doesn't just affect your schedule; it can impact your loved one's ability to use that week's allotted visit time.
Planning ahead? The jail allows scheduling up to two weeks in advance and as late as 24 hours before your desired visit time. Online video visitation hours are 08:30–11:00, 12:00–18:00, and 20:00–22:00. The service isn't available between 22:00 and 08:30. If you need to reschedule after a cancellation, knowing these windows helps you find a new slot quickly.
Heads up: A late cancellation can cost your loved one that week's time block, except in "special circumstances." If you're close to the deadline, try to find out what qualifies before you cancel or reschedule.
- Save proof right away - take screenshots of the visit details, the cancellation screen (if you cancel), and any message that mentions refunds or “no refunds,” and note the date/time.
- Check your visit status in the system - visits can be scheduled and canceled using either the GTL visitation website or the GTL app, so look there for a cancellation confirmation or record tied to your account.
- Compare your timing to the brochure’s refund tiers - the GTL brochure describes full refunds at 48+ hours, 50% refunds at 24–48 hours, and no refund under 24 hours; use your timestamps to see where you fall.
- Contact support with the exact account details - all visitors must register for an account with a valid email address, so use that same email when you ask about a refund and include the scheduled date/time and any confirmation numbers.
- Escalate to the facility if you’re stuck - if you’re told “no refund,” point out that the facility’s own page also states refunds for internet visits won’t be issued, but that another official document describes partial/full refunds, and ask what policy is being applied to your transaction.
- ✓ The email address you used to register your video visitation account
- ✓ A screenshot or receipt showing the charge
- ✓ The scheduled visit date and time
- ✓ Any cancellation confirmation screen or message
- ✓ Notes on who you spoke with and what you were told (including any case/reference number, if provided)
Tip: When requesting a refund, mention the policy mismatch directly - one published statement says no refunds for internet visits, while the brochure describes refunds based on timing. Whenever possible, verify which rule applies before you pay.
The frustrating reality: two official sources point in opposite directions on refunds. Sarasota County Jail's web information says refunds for internet visits won't be issued, while the GTL brochure describes full or partial refunds depending on how far ahead you cancel. Until those statements align, assume you may need to prove what you saw and agreed to when you scheduled.
- ✓ Screenshot the refund/cancellation language you see before checkout
- ✓ Save your payment receipt and any email confirmations
- ✓ Keep a screenshot showing the scheduled visit time and the time you canceled
- ✓ Write down support case numbers and the name/department of anyone you speak to
- ✓ If you get an answer from the facility or support, ask for it in writing and save it
Verify before you purchase: Because published refund rules conflict, confirm the cancellation and refund terms with the video visitation provider and the facility ahead of time. Keep a record of what you're told.
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