Refund policy

CANCELLATION AND REFUND POLICY

Last updated: 2 September 2026

1. ABOUT THIS POLICY

This Cancellation and Refund Policy explains how cancellations and refunds operate for subscriptions purchased from Unli Prison Call.

Unli Prison Call is operated by:

UKO Link Ltd
Trading as Unli Prison Call
Company number: 14334102
Registered in: England and Wales
Registered office: 61 Bridge Street, Kington, England, HR5 3DJ

In this policy, “Unli Prison Call”, “we”, “us” and “our” refer to UKO Link Ltd trading as Unli Prison Call.

Unli Prison Call provides customers with a dedicated UK landline telephone number which forwards incoming voice calls to one nominated mobile telephone number.

This policy forms part of our Terms of Service.

Nothing in this policy excludes, restricts or affects any statutory rights available to you under applicable UK consumer law.

2. MONTHLY SUBSCRIPTION

The standard Unli Prison Call subscription price is £6.99 per month, including VAT where applicable, unless a different price is clearly stated and agreed before purchase.

Payment is taken in advance.

Subscriptions operate on a monthly rolling basis and renew automatically each month until cancelled.

By purchasing a subscription, you authorise us and our payment provider to collect the applicable recurring monthly subscription payment using the payment method provided at checkout.

You may cancel your subscription in accordance with this policy.

3. FOURTEEN-DAY COOLING-OFF PERIOD

If you purchase the service online as a consumer, you will normally have a legal right to cancel the contract within 14 days without giving a reason.

For a service contract, the 14-day cancellation period normally begins on the day after the contract is entered into.

To exercise your statutory right to cancel, you must clearly inform us of your decision to cancel before the cancellation period expires.

You do not have to use any particular wording when cancelling, provided your decision to cancel is clear.

You may use the cancellation form included at the end of this policy, but you are not required to do so.

Nothing in this section affects any circumstances in which applicable law provides additional cancellation or consumer rights.

4. REQUESTING THE SERVICE TO BEGIN DURING THE COOLING-OFF PERIOD

Our customers will generally want us to begin setting up and providing their dedicated landline number without waiting for the 14-day cooling-off period to expire.

Where you expressly request that we begin providing the service during the statutory cancellation period, we may begin performing the service before that period has ended.

If you subsequently exercise your statutory right to cancel during the 14-day cancellation period, we may be entitled to charge or deduct a proportionate amount for the service actually supplied up to the time you informed us of your decision to cancel, where permitted by law.

We will only make such a charge or deduction where the requirements of applicable consumer law have been satisfied.

If we have not begun providing the service when you exercise your statutory right to cancel, you will normally receive a full refund of payments made under the contract.

Nothing in this section allows us to charge an amount which we are not legally entitled to charge.

5. CANCELLING AFTER THE COOLING-OFF PERIOD

After the applicable statutory cooling-off period has expired, you may cancel your monthly subscription at any time.

Unless your statutory rights require otherwise, cancellation will normally take effect at the end of your current paid monthly billing period.

Your service will remain available until the end of that paid billing period.

Once the billing period ends:

  • your subscription will terminate;

  • your dedicated telephone number and associated forwarding service will be deactivated; and

  • no further monthly subscription payment will be taken for a subsequent billing period.

There is no cancellation fee.

Cancelling after the statutory cooling-off period does not normally entitle you to a refund for a monthly subscription period which has already been paid for and during which the service has been available to you, unless you have a statutory right to a refund or another provision of this policy applies.

Nothing in this section restricts any statutory right to cancel, obtain a refund, receive a price reduction or obtain another remedy under applicable consumer law.

6. HOW TO CANCEL

You may request cancellation by:

  • using the cancellation facility in your online account, where available;

  • using the contact form on our website; or

  • emailing office@unliprisoncall.co.uk.

To help us identify your subscription promptly, please provide:

  • your full name;

  • the email address associated with your account;

  • your order or subscription number, where available; and

  • your dedicated landline number, where one has already been provided.

We will not make cancellation unnecessarily difficult.

We will confirm receipt of your cancellation request and, where applicable, tell you the date on which your subscription will end.

7. WHEN A REFUND MAY BE PROVIDED

Subject to this policy and your statutory rights, a full or partial refund may be provided where:

  • you validly exercise your statutory right to cancel during the 14-day cooling-off period;

  • we are unable to provide the service you purchased;

  • you have been charged more than once for the same subscription period;

  • a subscription payment has been taken after your subscription should have ended;

  • the service has not been provided as described and we cannot correct the problem within a reasonable period;

  • the service has not been performed with reasonable care and skill and an appropriate remedy cannot be provided;

  • we terminate the service in circumstances where a refund or partial refund is appropriate; or

  • a refund, price reduction or other remedy is required under applicable UK consumer law.

The amount of any refund will depend upon the circumstances, the service already provided and your statutory rights.

8. WHEN A REFUND WILL NOT NORMALLY BE PROVIDED

Subject always to your statutory rights, a refund will not normally be provided merely because:

  • you change your mind after the statutory cooling-off period;

  • you did not use the service during a paid subscription period even though it remained available to you;

  • you supplied incorrect or incomplete information which prevented or affected provision of the service;

  • your nominated mobile telephone was switched off, unavailable or unable to receive forwarded calls;

  • your telephone settings or mobile network prevented you from receiving calls;

  • you failed to follow reasonable setup instructions provided by us;

  • the relevant prison has not yet processed or approved the dedicated landline number; or

  • a prison takes longer than expected to complete its approval process.

However, every refund request will be considered fairly according to the circumstances.

Nothing in this section excludes or restricts any statutory right or remedy available to you.

9. PRISON APPROVAL

We normally aim to provide your dedicated UK landline number within 1–2 business days after receiving your completed order and successful payment.

For the purposes of this policy, business days are Monday to Friday, excluding public holidays in England.

The 1–2 business day timeframe relates only to the creation, activation and provision of the telephone number by Unli Prison Call.

It does not include the time taken by a prison to review, test, process or approve the number.

Prison approval is a separate process which is controlled by the relevant prison and is outside our direct control.

Purchasing or receiving a telephone number from Unli Prison Call does not mean that the number has been approved by a prison.

We cannot guarantee:

  • whether a prison will approve a particular number;

  • how long the prison approval process will take;

  • whether an approved number will remain approved;

  • whether a prison will test or otherwise verify a number; or

  • whether prison telephone or security rules will change.

A delay by a prison in approving a number will not, by itself, normally mean that the Unli Prison Call service has not been provided.

However, if a number is rejected, blocked or does not work, please contact us promptly.

We will investigate the issue and, where appropriate, attempt to correct the service or provide a replacement number.

Where we are unable to provide the contracted Unli Prison Call service within a reasonable time, you may be entitled to an appropriate refund, price reduction or other remedy in accordance with your statutory rights.

10. FAULTY OR UNSATISFACTORY SERVICE

We are required to provide our service with reasonable care and skill.

If you believe the Unli Prison Call service itself is faulty or has not been provided as described, please contact us as soon as reasonably possible.

Where appropriate, we will investigate the problem and attempt to correct it within a reasonable time.

Depending upon the circumstances and applicable consumer law, you may be entitled to:

  • repeat performance;

  • correction of the service;

  • a replacement telephone number;

  • a price reduction;

  • cancellation;

  • a full or partial refund; or

  • another statutory remedy.

Nothing in this policy limits these rights.

11. REFUND PROCESSING

Where a refund is due, it will normally be returned using the same payment method used for the original transaction unless another method is expressly agreed or applicable law permits otherwise.

Where you validly exercise a statutory cancellation right and a refund is due, we will make the reimbursement without undue delay and within any time limit required by applicable law.

Where the statutory 14-day refund period applies, the refund will be made no later than 14 days after the date on which we are informed of your decision to cancel, subject to any lawful deduction or payment due for services already supplied during the cancellation period.

The time taken for the refunded funds to appear in your account after we have processed them may depend upon your bank, card issuer or payment provider.

12. RETURNS

Unli Prison Call is a telephone-number subscription service.

No physical product is supplied, so there is nothing to return.

13. CHARGEBACKS AND PAYMENT DISPUTES

If you believe that a payment has been taken incorrectly, we encourage you to contact us so that we have an opportunity to investigate and resolve the issue promptly.

This does not prevent you from contacting your bank, card issuer or payment provider, initiating a legitimate payment dispute or chargeback, or exercising any legal rights available to you.

14. STATUTORY RIGHTS

Nothing in this Cancellation and Refund Policy limits your statutory consumer rights.

Services supplied to consumers must, among other applicable requirements, be performed with reasonable care and skill.

Where no time for performance has been fixed, applicable consumer law may also require a service to be performed within a reasonable time.

Where a service does not meet applicable legal requirements, consumers may have rights to remedies including repeat performance, a price reduction, cancellation or a refund depending upon the circumstances.

If there is any conflict between this policy and a statutory consumer right which cannot legally be excluded or restricted, the statutory consumer right will apply.

15. CHANGES TO THIS POLICY

We may update this Cancellation and Refund Policy from time to time to reflect changes to our service, business practices or applicable legal requirements.

The latest version will be published on our website together with its last-updated date.

Any changes will not reduce statutory rights which have already arisen.

16. CONTACT US

If you have any questions about a cancellation, refund or payment, please contact:

UKO Link Ltd trading as Unli Prison Call
Telephone: 0330 113 1582
International telephone: +44 330 113 1582
Email: office@unliprisoncall.co.uk
Website: www.unliprisoncall.co.uk
Registered office: 61 Bridge Street, Kington, England, HR5 3DJ

Our normal office hours are 9:00 AM to 5:00 PM, Monday to Friday, excluding public holidays in England.

We aim to respond to customer enquiries within a reasonable period.

17. MODEL CANCELLATION FORM

You may use the following form if you wish to cancel your contract during the statutory cancellation period, but you are not required to use it.

To:
UKO Link Ltd trading as Unli Prison Call
61 Bridge Street
Kington
England
HR5 3DJ

Email: office@unliprisoncall.co.uk

I hereby give notice that I cancel my contract for the supply of the Unli Prison Call subscription service.

Name of customer: __________________________________

Address of customer: ________________________________

Email address: _____________________________________

Order/subscription number (if available): _____________

Dedicated landline number (if available): ______________

Date contract entered into: ___________________________

Signature of customer: _______________________________
(only required if this form is sent on paper)

Date: ______________________________________________