TERMS AND CONDITIONS FOR USE OF SERVICES
Last updated: 24th April 2026
1. Introduction
1.1 What these terms cover
These Terms and Conditions ("Terms") apply to the eMates services provided by Unilink Software Ltd.
By registering for, accessing or using the services, you agree to be bound by these Terms and the Acceptable Use Policy. If you do not agree to these Terms and the Acceptable Use Policy, you must not use the services.
These Terms are intended to be fair and transparent and do not affect any rights you may have under applicable law.
1.2 Definitions
In these Terms:
"Services" means the eMates services made available by us from time to time, which may include messaging, photo attachments, reply sheets, telephone-related services and video sessions.
"You" means the registered account holder or other person using the services.
"We", "us" or "our" means Unilink Software Ltd.
"Writing" includes email, notifications and post.
1.3 Acceptable Use Policy
Your use of the services is also governed by our Acceptable Use Policy ("AUP"), which forms part of these Terms. Use of the services is permitted only on the basis that you understand and accept that the services operate subject to checks and review as described in these Terms and the AUP.
A breach of the AUP will be treated as a breach of these Terms and may result in suspension, restriction or termination of your access to the services.
2. Information about us
Unilink Software Ltd (Company No. 2924046)
Europoint House, 5-11 Lavington Street, London SE1 0NZ
Email: uk@emates.com
Phone: +44 (0)3333 441 816
3. The services
3.1 Provision of the services
We will provide the services to you until:
a. your credit or subscription ends; or
b. the contract is ended by you or us in accordance with these Terms.
3.2 Custodial context
The services operate within a custodial context and are used in connection with prisons and custodial environments across the United Kingdom, including those operated by organisations such as His Majesty’s Prison and Probation Service (HMPPS), the Scottish Prison Service (SPS) and the Northern Ireland Prison Service (NIPS).
The services are subject to prison rules, operational requirements, legal and regulatory obligations, and decisions made by prisons, establishments or relevant authorities. These matters may affect the availability, operation, access to, or delivery of the services and are outside our reasonable control.
Where the services are used to communicate with a person held in custody, communications are provided to the relevant prison or establishment. The relevant prison service, prison or establishment may retain, read or review such communications in accordance with applicable prison rules, policies and legal requirements.
3.3 Checks and review as part of the services
Use of the services is subject to automated checks and, where necessary, limited human review carried out as part of the operation of the services.
As a result, content sent through the services, including messages, photographs and other materials, may be delayed, withheld, rejected, stopped or disclosed before onward transmission or delivery where necessary for the safe, secure and lawful operation of the services, to comply with custodial requirements, or as otherwise required or permitted by law.
Use of the services is permitted only on the basis that users understand and accept that the services operate in this way.
Further checks or review may be carried out by the relevant prison service, prison or establishment staff. Such checks are separate from those carried out as part of the Unilink service and may be carried out in accordance with applicable prison rules, policies and legal requirements.
3.4 Additional provisions for England and Wales (HMPPS)
Where the services are used to communicate with a person held in custody in England and Wales, communications are provided to prisons or establishments operating under His Majesty’s Prison and Probation Service (HMPPS).
Once within HMPPS systems, such communications are subject to HMPPS retention and handling requirements, including retention for up to 90 days, and may be read or reviewed by prison staff in accordance with applicable prison rules, policies and legal requirements.
Further checks or review may be carried out by HMPPS staff in accordance with applicable policies, including the HMPPS Authorised Communications Controls and Interception Policy Framework.
Any such checks or review carried out by HMPPS are separate from those carried out as part of the Unilink service and are the responsibility of HMPPS or the relevant establishment.
3.5 Information provided by you
You are responsible for ensuring that the information you provide to us, including recipient details and account information, is accurate, complete and up to date.
We are not responsible for non-delivery or other issues caused by inaccurate or incomplete information provided by you.
3.6 Legal and privileged communications
The services are not intended for communications with legal representatives, or for legally privileged, confidential legal or legal professional communications, and must not be used for those purposes.
Alternative approved channels should be used for such communications where available.
3.7 Insufficient funds
Where the relevant service is chargeable, it will not be provided unless sufficient funds, credit or an active subscription are available.
3.8 Data retention
Messages and related content will be retained in accordance with our operational and legal requirements and our Privacy Policy.
3.9 Video sessions
Video sessions are subject to prison rules, operational requirements and availability, and may be monitored, interrupted, rescheduled or terminated without notice.
Fees are non-refundable where sessions are terminated, interrupted or affected because of breaches of these Terms or the AUP, custodial requirements, operational issues, or matters outside our reasonable control.
4. Your rights to end the contract
4.1 If we are at fault
You may be entitled to end the contract and receive a refund of unused credit if:
a. we materially change the services in a way that is to your significant disadvantage;
b. there is a material pricing or description error; or
c. the services are suspended for an extended period due to our fault.
4.2 Cooling-off period
If you are a consumer, you may have a right to cancel within 14 days of entering into the contract, provided that you have not used the services during that period.
If you ask us to begin providing the services during that period and the services are then used, your cancellation right may be lost or reduced to the extent permitted by law.
4.3 General cancellation
You may cancel your account at any time by contacting us.
Unless applicable law requires otherwise:
a. refunds apply only to unused credit purchased within the previous six months;
b. subscription fees already charged are non-refundable; and
c. no refund is due for any part of the services already used.
5. How to cancel
To cancel your account or ask about refunds, please contact us at uk@emates.com.
Any refund due will be processed within 14 days of agreement that it is payable.
6. Our right to suspend, restrict or end the contract
We may suspend, restrict or terminate your account or access to the services if:
a. you breach these Terms or the AUP;
b. you fail to provide information reasonably required for the operation of the services;
c. we reasonably believe that your use of the services gives rise to safety, security, legal or operational concerns;
d. we are required to do so by law, regulation, a court order, prison or establishment requirement, or the instruction of a relevant authority; or
e. your account remains inactive for an extended period.
Where reasonably practicable, we will give you notice before taking such action, but we may do so immediately where necessary.
7. Complaints and contact
If you have a complaint about the services, please contact us using the details in section 2.
We will aim to deal with complaints fairly and within a reasonable time.
8. Prices
Prices, charges and applicable VAT will be shown to you at the point of purchase or before you confirm the relevant transaction.
9. Our responsibility to you
9.1 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any other liability which cannot lawfully be excluded or limited.
9.2 Subject to section 9.1, we are responsible for loss or damage you suffer that is a foreseeable result of our failing to use reasonable care and skill in providing the services.
9.3 We are not responsible for:
a. loss or damage that was not foreseeable;
b. loss arising from inaccurate or incomplete information provided by you;
c. delay, non-delivery, interruption or restriction arising from custodial requirements, prison or establishment decisions, actions of relevant authorities, or other matters outside our reasonable control;
d. business losses, including loss of profit, loss of business, business interruption or loss of business opportunity, where you use the services for non-business purposes.
9.4 Subject to section 9.1, our total liability to you in connection with the services shall not exceed £50,000.
10. Other important terms
10.1 Governing law
These Terms are governed by the laws of England and Wales.
10.2 Transfer of rights
We may transfer our rights and obligations under these Terms to another organisation. We will take reasonable steps to ensure that any such transfer does not adversely affect your rights under these Terms.
You may not transfer your rights or obligations under these Terms to another person without our prior written consent.
10.3 Severability
If any provision of these Terms is found by a court or other competent authority to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.
10.4 Delays outside our control
We are not responsible for delay or failure to perform any obligation under these Terms where this is caused by events outside our reasonable control.
11. Data protection
We process personal data in accordance with applicable data protection law, including the UK GDPR and the Data Protection Act 2018.
Further information about how we use personal data is set out in our Privacy Policy.
