1. About these terms
These terms apply to all Prison Telecom packages, landline numbers, call routing and related services.
2. Ordering and activation
- You may order via the website (including the “Order without login” form) or through our team.
- An order is pending until we confirm acceptance, payment and activation.
- Landline number (DID) allocation is currently manual and subject to availability, numbering rules and technical feasibility. A preferred area code is a request only and is not guaranteed.
- We will route the allocated landline number to the mobile number you register.
3. Packages, minutes and credit
- Each package has a defined service period, included minutes/credit and number of landlines.
- Minutes/credit are not cash and may expire at the end of the service period unless the package expressly permits rollover.
- Renewal is never automatic unless you later give clear consent to automatic renewal.
- Further calls after the allowance is used may be blocked or require additional credit.
4. Service limitations
- The service is designed only to receive calls from UK prisons that are routed to your registered mobile.
- Emergency calling is not provided.
- International routing is not included by default and must be confirmed separately.
- Service depends on prison telephone systems, mobile networks and third-party providers. We are not responsible for failures outside our reasonable control.
5. Acceptable use
You must not use the service for fraud, harassment, evasion of prison rules, unlawful recording, resale, automated traffic, or any illegal purpose. We may suspend or terminate service if we reasonably believe these terms are being breached.
6. Payment, cancellation and refunds
- Prices are shown before you confirm an order.
- You may request cancellation through support. Statutory cancellation rights (where applicable) are unaffected.
- Refund eligibility depends on whether the service has been activated, minutes used, and the reason for cancellation.
7. Liability
Nothing in these terms limits liability that cannot be limited by law. Subject to that, our total liability is limited to the fees paid for the relevant package in the 12 months preceding the claim.
8. Changes and termination
We may make reasonable changes to the service or these terms with appropriate notice. We may terminate for material breach, non-payment, unlawful use, or where we can no longer lawfully or technically provide the service.
9. Contact
Support: info@prisontel.co.uk or +44 20 7183 4834
Legal notices: legal@prisontel.co.uk
10. Governing law
These terms are governed by the laws of England and Wales.