These Terms and Conditions ("Terms") govern the use of the Locked Talk service ("Service") provided by Key Twelve Ltd (t/a Locked Talk), a company registered in England and Wales with registered number 11673148 and registered office at 16 Edwin Street, Burgess Hill, RH15 9HU. By subscribing to our Service, you agree to be bound by these Terms.
1.1. Locked Talk provides a landline number that delivers calls from a designated prison to a chosen mobile number.
1.2. The Service allows unlimited inbound calls from the designated prisoner to the subscriber's chosen mobile for a monthly subscription fee.
1.3. The Service is for personal use only and cannot be resold, shared, or used for commercial or other personal purposes.
2.1. The standard subscription covers unlimited calls delivered from a designated prison to one mobile.
2.2. Additional mobile numbers can be added for an additional fee per month.
2.3. The subscriber agrees that by making a payment, they are entering into a monthly rolling contract.
2.4. Payments are non-refundable except in cases where the Service does not function as advertised (see Section 6).
2.5. If a payment fails, we reserve the right to suspend or terminate the Service.
3.1. The Service is provided only to deliver calls from a designated prisoner to a defined mobile. If multiple prisoners wish to call the same destination, separate subscriptions will be required.
3.2. The Service cannot be used for outgoing calls. It only delivers calls from the assigned number to the specified mobile number.
3.3. The subscriber is responsible for ensuring the assigned number is added to the prisoner's approved PIN at the prison.
3.4. We cannot guarantee Service availability if the prison blocks or restricts the assigned number.
3.5. The mobile chosen must remain with the same individual at all times. This service is not permitted for the sharing of a mobile between different individuals.
4.1. Subscribers may cancel their Service at any time by contacting customer support.
4.2. Cancellations take effect at the end of the current billing cycle. No pro-rata refunds are given for cancellations made mid-month.
4.3. The Service will remain active until 23:59:59 on the final day of the current billing period.
4.4. We reserve the right to terminate the Service at any time, with or without notice, for any reason, including but not limited to cases where we believe a subscriber is misusing the Service, violating these Terms, or engaging in fraudulent activity. If the Service is terminated for reasons other than a breach of these Terms, misuse, or fraud, a pro-rata refund will be provided for the unused portion of the subscription period.
5.1. We will issue a full refund if the Service does not work due to a fault on our side, such as technical issues preventing calls from being forwarded, and the total downtime exceeds 48 hours within a single monthly billing period.
5.2. If the Service is unavailable due to our fault for more than 24 hours but less than 48 hours within a single billing period, we will provide a pro-rata refund for the period of unavailability upon request.
5.3. We will provide a full refund if the subscriber sets up the Service and subsequently finds that they cannot use it with the prison. However, we will validate this by ensuring that the Service has not been used before any refund can be confirmed.
5.4. No refunds will be issued for issues outside of our control, including but not limited to:
5.5. Refund requests must be made within 14 calendar days of the issue occurring.
6.1. We do not guarantee uninterrupted service, as call delivery may depend on factors outside our control, such as prison policies and network coverage. Subscribers should ensure that the prisoner has alternative backup numbers saved on their PIN list to avoid disruptions in communication. We are not responsible for any inability to contact family members if our service is unavailable.
6.2. We are not responsible for any additional charges that may be incurred by the subscriber, such as mobile network fees if applicable.
6.3. We are not responsible for any charges incurred by the prisoner for making calls to the provided landline number. While our Service reduces the cost of calling a mobile, it does not eliminate prison call charges entirely.
6.4. We shall not be liable for any indirect or consequential losses resulting from the use of our Service.
7.1. We collect and process personal data in accordance with UK GDPR and the Data Protection Act 2018.
7.2. Subscriber details will not be shared with third parties except where required by law or for operational purposes related to providing the Service.
7.3. More information on how we handle data can be found in our Privacy Policy
8.1. We may update these Terms from time to time. Any significant changes will be notified to subscribers via email or through our web site.
8.2. Continued used of the Service after an update constitutes acceptance of the revised Terms.
9.1. These Terms are governed by and construed in accordance with the laws of England & Wales.
9.2. Any disputes shall be subject to the exclusive jurisdiction of the courts of England & Wales.