Terms of service

TERMS OF SERVICE

Last updated: 2 September 2026

1. ABOUT THESE TERMS

These Terms of Service (“Terms”) govern your purchase and use of the Unli Prison Call telephone-number subscription service.

The service 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 these Terms, “Unli Prison Call”, “we”, “us” and “our” refer to UKO Link Ltd trading as Unli Prison Call.

By placing an order and using our service, you agree to these Terms.

Please read these Terms carefully before purchasing the service. If you do not agree to them, you should not place an order or use the service.

2. OUR SERVICE

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

The service is intended to help customers receive voice calls from family members, friends or loved ones in prison through a UK landline number.

The service does not:

a. Provide telephone credit to a prisoner;

b. Pay for calls made from a prison;

c. Remove or override any prison telephone charges;

d. Guarantee that a prison will approve or continue to permit a number;

e. Allow calls to be forwarded to multiple mobile numbers;

f. Provide video calling; or

g. Override any prison rule, restriction, security procedure or time limit.

The prisoner remains responsible for the cost of calls made using the prison telephone system and for complying with any applicable prison telephone rules.

3. INDEPENDENT SERVICE

Unli Prison Call is an independent telephone-number service operated by UKO Link Ltd.

Unli Prison Call and UKO Link Ltd are not affiliated with, endorsed by, authorised by, sponsored by or operated by HM Prison and Probation Service (HMPPS), the Ministry of Justice, His Majesty’s Government or any individual prison or other public authority.

Nothing on our website or in our communications should be interpreted as suggesting any such affiliation, approval, sponsorship or endorsement.

References to prisons, government departments or public authorities are provided for informational purposes and to explain how our service may be used.

4. ELIGIBILITY

You must be at least 18 years old and legally capable of entering into a contract to purchase the service.

You must provide accurate, complete and current information when placing your order and throughout your subscription.

You may purchase the service only for lawful personal use.

You must not purchase or use the service for fraudulent, unlawful or abusive purposes, or for commercial resale.

5. PLACING AN ORDER

When you place an order, you are making an offer to purchase the service subject to these Terms.

A contract is formed when we accept your order and send you an order or subscription confirmation.

We may decline an order where:

a. Payment cannot be authorised;

b. Information supplied is incomplete, inaccurate or appears fraudulent;

c. We cannot provide a suitable number or service;

d. The proposed use would breach these Terms, applicable law or relevant prison rules; or

e. We reasonably believe that accepting the order would expose us, one of our suppliers or another person to legal, regulatory, security or operational risk.

If we decline an order after taking payment, we will refund the relevant payment unless we are legally entitled to retain any part of it.

6. PROVIDING YOUR LANDLINE NUMBER

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 these Terms, 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 your landline 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 over which we have no control and may take longer.

Occasional delays may occur because of incomplete information, payment issues, supplier availability, technical problems or circumstances outside our reasonable control.

Where a material delay occurs, we will take reasonable steps to inform you.

7. PRISON APPROVAL

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

After receiving your dedicated landline number, you are responsible for providing it to your loved one so that it can be submitted to the relevant prison in accordance with that prison's telephone-number approval procedures.

The relevant prison controls its own approval process.

We cannot control or guarantee:

a. Whether a number will be approved;

b. How long approval will take;

c. Whether a prison will test or otherwise verify the number;

d. Whether approval will later be suspended or withdrawn;

e. Whether a prison will continue to permit the use of the service;

f. Whether a prison telephone system will remain compatible with the service; or

g. Whether a prison will change its telephone, security or approval rules.

Customers and users of the service must comply with all applicable rules and instructions imposed by the relevant prison.

If a number is rejected, blocked or stops working, you should contact us promptly so that we can investigate and, where appropriate, attempt to correct the problem or provide a replacement number.

8. YOUR RESPONSIBILITIES

You agree that:

a. The dedicated landline number will be linked to one nominated mobile number only;

b. The service will be used only by the registered customer for its intended purpose;

c. You will not use the service to enable unauthorised third-party or conference calls;

d. You will not forward calls to multiple numbers or people;

e. You will follow reasonable setup instructions we provide, including instructions relating to voicemail where applicable;

f. You will keep your contact, payment and nominated mobile-number information accurate and current;

g. You will not use the service to commit or facilitate crime, harassment, fraud or any other unlawful activity;

h. You will not attempt to interfere with, reverse-engineer, misuse or resell the service; and

i. You will comply with applicable laws and relevant prison rules.

Subject to your statutory rights, we are not responsible for service failures caused solely by incorrect information supplied by you, an unavailable mobile telephone, incompatible telephone settings, poor mobile reception or failure to follow reasonable setup instructions.

9. YOUR TELEPHONE NUMBER

The dedicated landline number is provided for your use while your subscription remains active.

Purchasing the service does not transfer ownership of the telephone number to you.

The number remains subject to the rights, technical arrangements and requirements of our telecommunications provider.

We may replace or withdraw a number where reasonably necessary because of:

a. Technical or security requirements;

b. Supplier or network requirements;

c. Changes in law or regulation;

d. Prison rejection or blocking;

e. Suspected misuse; or

f. Circumstances outside our reasonable control.

Where reasonably possible, we will provide notice and, where appropriate, offer a replacement number.

You must not sell, transfer or represent the number as belonging permanently to you.

10. CHANGING YOUR NOMINATED MOBILE NUMBER

You must contact us if you want your dedicated landline number to forward calls to a different mobile number.

A £9.99 administration charge currently applies where you request a change to your nominated mobile number.

We will tell you about the applicable charge before completing the change.

We may waive the charge where the change is required to correct an error caused by us.

Changing your nominated mobile number may affect prison approval or may require the number or service to be checked again.

We cannot guarantee that any change will be accepted by the relevant prison.

11. PRICE AND PAYMENT

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

Payment is taken in advance using the payment method selected at checkout.

Your subscription operates on a monthly rolling basis and automatically renews each month until cancelled in accordance with these Terms.

By subscribing, you authorise us and our payment provider to collect the recurring monthly subscription payment from your selected payment method.

You must keep your payment details current and ensure that sufficient funds are available.

We may retry a failed payment.

If payment remains outstanding, we may suspend or terminate the service after giving reasonable notice where appropriate.

12. WHAT THE MONTHLY PRICE INCLUDES

While your subscription is active, the monthly price includes:

a. One dedicated UK landline number;

b. Forwarding of incoming voice calls from that number to one nominated mobile number;

c. Unlimited incoming call connections through the number, subject to these Terms, reasonable use, network availability and applicable prison restrictions;

d. No initial setup fee;

e. No requirement to download an app; and

f. Customer support relating to the service.

“Unlimited incoming calls” does not mean that calls made by a prisoner are free.

The prisoner must still have sufficient prison telephone credit and remains subject to applicable prison call charges, time limits, telephone rules and other restrictions.

13. FAIR AND ACCEPTABLE USE

The service is intended for normal personal communication between the registered customer and their loved one.

You must not use the service:

a. For automated, artificial or continuous calling;

b. For telemarketing, business use or resale;

c. To avoid or interfere with lawful prison monitoring or controls;

d. To connect unauthorised third parties;

e. To cause unreasonable congestion or disruption to our systems or supplier networks; or

f. In any way that breaches applicable law or relevant prison rules.

Where we reasonably identify unusual or prohibited use, we may contact you, restrict the service or suspend it while we investigate.

14. SERVICE AVAILABILITY

We will provide the service with reasonable care and skill.

However, telecommunications services can occasionally be interrupted or affected by matters outside our reasonable control.

Service availability may be affected by:

a. Telecommunications or mobile-network failures;

b. Planned or emergency maintenance;

c. Prison telephone-system restrictions;

d. Power or internet failures;

e. Supplier outages;

f. Changes to prison rules or systems; or

g. Events outside our reasonable control.

You should report faults promptly to office@unliprisoncall.co.uk.

We will use reasonable efforts to investigate and correct faults within a reasonable time.

15. CANCELLATION AND COOLING-OFF RIGHTS

If you purchase the service online as a consumer, you will normally have a legal right to cancel your contract within 14 days of entering into it without giving a reason, subject to applicable law.

If you expressly request that we begin providing the service during the 14-day cancellation period and subsequently exercise your statutory right to cancel during that period, we may be entitled to charge a proportionate amount for the service supplied before you informed us of your decision to cancel, where permitted by law.

This does not affect any other statutory rights you may have.

Cancellation after the cooling-off period

After the applicable statutory cooling-off period, 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.

You will continue to have access to the service until the end of that paid billing period, after which your dedicated telephone number and associated forwarding service will be deactivated.

There is no cancellation fee.

Once cancellation has been processed, no further monthly subscription payment will be taken for a subsequent billing period.

You may request cancellation:

a. Through your online account, where that facility is available;

b. Through the website contact form; or

c. By emailing office@unliprisoncall.co.uk.

To help us identify your subscription promptly, please provide your name, account email address and, where available, your order or subscription number and dedicated landline number.

We will not make cancellation unnecessarily difficult.

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

16. REFUNDS

Refunds are governed by our Cancellation and Refund Policy, which forms part of these Terms.

Where you have a statutory right to a refund or other remedy, that statutory right will apply regardless of anything stated in these Terms or our Cancellation and Refund Policy.

Any refund due will be made using the original payment method where reasonably possible and within the period required by applicable law.

17. SUSPENSION OR TERMINATION BY US

We may suspend or terminate the service where:

a. A payment is overdue or repeatedly fails;

b. You materially or repeatedly breach these Terms;

c. You provide false, misleading or fraudulent information;

d. The service is used unlawfully or contrary to applicable prison rules;

e. You permit unauthorised third-party or multi-number forwarding;

f. Continued provision of the service would create a legal, regulatory, security or supplier risk;

g. A telecommunications provider withdraws or restricts a service required for us to provide the service; or

h. We are required to suspend or terminate the service by law, a court, regulator or other competent authority.

Where appropriate, we will provide reasonable notice and a reasonable opportunity to correct the issue.

We may suspend the service immediately where we reasonably believe there is fraud, unlawful use, serious misuse or an urgent security risk.

Any refund following termination by us will depend upon the circumstances, the service already supplied and your statutory rights.

18. CUSTOMER ACCOUNTS

Where an online customer account is provided, you are responsible for maintaining the confidentiality of your account credentials and for activity conducted through your account.

You must notify us promptly if you believe your account or payment details have been accessed without permission.

We may require reasonable information to verify your identity before discussing or making changes to an account.

19. PERSONAL INFORMATION

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

You must ensure that any personal information you provide to us about another person is provided lawfully and, where required, with that person's knowledge or permission.

20. INTELLECTUAL PROPERTY

All intellectual property rights in our website and its content, including the Unli Prison Call name and branding, text, graphics, designs and software, are owned by or licensed to UKO Link Ltd unless otherwise stated.

You may use our website only for personal and lawful purposes connected with considering, purchasing or managing the service.

You must not copy, reproduce, modify, distribute or commercially exploit our content without prior written permission, except where permitted by law.

21. OUR RESPONSIBILITY TO YOU

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

a. Death or personal injury caused by negligence;

b. Fraud or fraudulent misrepresentation; or

c. Statutory consumer rights or other liability that cannot legally be excluded or restricted.

If we fail to comply with these Terms, we are responsible for foreseeable loss or damage caused by that failure.

Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us when the contract was entered into.

The service is provided for personal and domestic use.

We are therefore not responsible for business losses, including loss of profit, revenue, business opportunity or commercial data arising from use of the service for a business purpose contrary to these Terms.

Subject to applicable law, we are not responsible for decisions, delays, restrictions or actions of individual prisons, government bodies, telecommunications providers or mobile networks where those matters are outside our reasonable control.

Nothing in this section affects any responsibility we may have where loss arises from our own breach of contract, negligence or failure to provide the service with the standard required by applicable law.

22. EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays or failures caused by events outside our reasonable control.

These may include telecommunications outages, supplier failures, industrial action, severe weather, fire, flooding, public emergencies, changes in law, government action or disruption to prison telephone systems.

Where such an event occurs, we will take reasonable steps to reduce its effect and resume normal service where reasonably possible.

Nothing in this section affects your statutory rights.

23. CHANGES TO THE SERVICE, PRICE OR THESE TERMS

We may make reasonable changes to the service or these Terms where necessary to:

a. Reflect changes in law, regulation or prison policy;

b. Reflect supplier or technical requirements;

c. Improve security, functionality or customer experience;

d. Correct errors or clarify wording; or

e. Respond to changes in our reasonable operating costs.

We will give reasonable advance notice of any material change that disadvantages you, including any increase to the monthly subscription price.

Where a material change would significantly disadvantage you, you may cancel the service before the change takes effect without a cancellation fee, subject to your statutory rights.

24. COMPLAINTS

If you are dissatisfied with the service, please contact us so that we can investigate.

Email: office@unliprisoncall.co.uk
Website: www.unliprisoncall.co.uk

Please provide your name, account email address and, where available, your dedicated landline number or order or subscription number, together with a clear description of the issue.

We aim to acknowledge complaints promptly and provide a substantive response within a reasonable period.

25. NOTICES AND COMMUNICATIONS

We may contact you using the email address, telephone number or postal address associated with your account.

You are responsible for keeping your contact details current.

Where applicable law requires a particular form or method of communication, we will comply with that requirement.

26. TRANSFER OF OUR RIGHTS AND OBLIGATIONS

We may transfer our rights and obligations under these Terms to another organisation where this does not reduce your rights under the contract.

Where required, we will notify you of such a transfer.

You may transfer your rights or obligations only with our prior written consent, except where applicable law permits otherwise.

27. THIRD-PARTY RIGHTS

These Terms are between you and UKO Link Ltd.

Except where applicable law provides otherwise, no other person has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

28. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect.

29. WAIVER

If we delay or fail to enforce a right under these Terms, that does not mean that we have waived that right.

30. GOVERNING LAW AND COURTS

These Terms are governed by the laws of England and Wales.

If you are a consumer resident in another part of the United Kingdom, you may also be entitled to rely upon applicable mandatory consumer protections and to bring proceedings in the courts available to you under applicable law.

Nothing in these Terms limits any rights relating to jurisdiction which a consumer is entitled to exercise under applicable law.

31. OTHER WEBSITE POLICIES

These Terms should be read together with our:

Legal Notice;
Privacy Policy;
Cookie Policy; and
Cancellation and Refund Policy.

Where any provision of these Terms conflicts with a statutory consumer right which cannot legally be excluded or restricted, the statutory right will apply.

32. CONTACT INFORMATION

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
Telephone: 0330 113 1582
International telephone: +44 330 113 1582
Email: office@unliprisoncall.co.uk
Website: www.unliprisoncall.co.uk