When Visits Are Cancelled or Your Internet Drops: WCDC's No-Reconnect and No-Refund Rules

Two policies at Washington County Detention Center (WCDC) catch families off guard. Miss your scheduled video visitation? No refund. Lose your internet connection mid-session? You can't reconnect - and you won't get that money back either. Once the session is missed or the connection drops, that time and money are gone under WCDC's rules.

Planning ahead matters. WCDC requires video visits to be scheduled at least 24 hours before the appointment, and you can book up to 7 days in advance. That gives you some flexibility to pick a time that won't conflict with work, school pickup, or other obligations.

Even when you've scheduled everything correctly, WCDC staff can deny, change, or cancel a video visitation session at any time. Frustrating? Yes. But it's how the facility manages safety, security, and daily operations.

The visitation schedule may also be cancelled or changed on facility holidays or for safety and security reasons. Sometimes the issue isn't the schedule - it's availability. If the person you're visiting is in court, on a trustee assignment, meeting with an attorney, or in another program, they can't receive a video session at that time.

1. Check your confirmation email - If you need to cancel, use the cancel link in your confirmation email.
2. Call if you need help quickly - If you can’t make the scheduled time (or need to change it), WCDC asks you to call 423-753-1701 as soon as possible.
3. Reschedule your remote visit through the remote scheduling site - To schedule a remote visitation, go to www.inmatesales.com and follow the directions there.

Reduce Risk

• ✓ Test your internet connection ahead of time, since WCDC does not allow reconnects and does not issue refunds if your connection drops mid-visit.
• ✓ Schedule at least 24 hours in advance (required), and consider booking earlier in the 7-day window so you have more options if you need to move it.
• ✓ Use the most stable setup you have (reliable device + reliable connection) to reduce the chances of being cut off.

Treat your visit time like an appointment you can't be late for. WCDC asks visitors to arrive on time to prevent delays and keep things running smoothly. Being prompt also protects you from the no-show rule - miss the session, and you won't get a refund.

1. Ask about conflicts before you lock in a time - If the inmate has court, trustee duties, attorney visits, or other programs, they aren’t eligible for video visitation during those times.
2. Avoid holiday and security disruption windows - The visitation schedule may be cancelled or altered on the facility’s appointed holidays or for safety/security reasons.
3. Pick a time that works for both sides - Video visitation sessions must be scheduled around inmate programs and assignments, so choose a slot that’s less likely to overlap with those obligations.

If my internet drops, will I get a refund or be able to reconnect? No. Under WCDC's rules, if the connection is lost during your session, you can't reconnect and won't receive a refund.

What if they're in court or busy with another jail program? If the inmate is unavailable for any reason - court, trustee assignments, attorney visits, or other programs - they can't receive a video visit at that time. Your best bet is to schedule around those commitments. Keep in mind the schedule can also change on facility holidays.

How do I cancel or schedule a visit? If you can't make your scheduled time, cancel using the link in your confirmation email or call 423-753-1701 as soon as possible. To schedule a remote video visit, go to www.inmatesales.com and follow the instructions there.