Terms and conditions

These terms and conditions set out the terms under which Prison Video provides you with the ability to use its video call service.


Prison Video is a trading name of PHONEHUB IO LTD, company number 9568821 registered in England and Wales.

References to "we", "us" and "our" are to Prison Video and we refer to you, the user, as "you" and "your".

Please read these terms and conditions carefully as they affect your rights and liabilities under the law and the terms governing your use of Prison Video. By using Prison Video's services, you agree to these terms and conditions.

If you have any queries, please contact us at info@prisonvideo.com.

What is Prison Video?

Prison Video enables you to take part in real-time video calls with someone in prison. The prison must be one that operates the Prison Video service, and you must be an approved contact for the purposes of video calls. You need a compatible device and the Prison Video app installed on the device to take part.

To take part in a Prison Video call you must be approved by the prison for video calls. You must also upload the required details about yourself, including a photograph of a suitable identification document and a portrait photograph of yourself.

Each time you take part in a call the following process occurs:

  1. The prisoner must attend the video call location within the prison at the agreed time.
  2. The prisoner must log in to the provided device.
  3. You must have the Prison Video app installed on your device and be logged in to it. The app must be set to wait for a call to start.
  4. The call will start automatically at the allotted time as long as the previous conditions are met.
  5. The call will continue until the allotted time slot has elapsed, at which point it will be automatically terminated.
  6. Security is paramount for the service. Any attempts to breach the rules of the calls may result in the call being terminated, and may result in participants being banned from future video calls.

The Prison Video app

The Prison Video app can be downloaded on iOS and Android from the appropriate app store. While efforts have been made to ensure the app is compatible with a wide range of devices, minimum requirements for the device's operating system must be met. Devices running outdated operating systems with known security flaws may not be able to use the app. The device must have a functioning camera and microphone.

You must follow the instructions in the app to log in and go through the identity verification steps. This involves providing personal details about yourself and any other parties who want to join the call, including uploading photographs of acceptable forms of identification, and uploading a current portrait photograph of all call participants. This information is stored securely and will be used only for the purposes of using Prison Video system. The data will be accessible by approved HMPPS staff and approved Phonehub IO Ltd staff.

Video calls require a reasonable internet connection to occur. Slow or inconsistent internet connections will affect the quality of the call and may cause issues including loss of image, loss of sound, lag, or termination of the call. The user is responsible for ensuring their device has a sufficient quality of internet connection. Prison Video cannot accept responsibility for any call issues caused by poor internet connectivity at the external user's end.

Video call rules

You must adhere to the rules of the video call at all times. These will be displayed in the app and will also be made clear to the prisoner. These rules may vary from prison to prison.

General rules include: no nudity or lewd behaviour, no unauthorised parties present at any point during the call, no screenshots or attempts to capture the audio or video from the video call with any device. Other rules may also apply.

Breaching or attempting to breach these rules may result in your call being disconnected, your account being blocked, or your account being permanently banned.

If you repeatedly fail to attend a call at the agreed time slot you may be banned from using the service, or you may be de-prioritised or have privileges removed.

Prisons and Prison Video reserve the right to deny a video call at any point.


Prison Video is currently only available in select prisons where the service has been approved.

The use of Prison Video at the discretion of the individual prison and the Prison Service.

Video calls are subject to a maximum length due to prison restrictions. This length varies from prison to prison.

Availability of services

Your access to Prison Video may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. Your access may also be restricted if we are required to restrict it following instruction from the government, the prison service or prison management, or any other competent or lawful authority. In these circumstances, we will attempt to restore the service as soon as we reasonably can.

Prison Video only offers its service at specific prisons. If the prisoner is not housed at one of the prisons serviced by Prison Video, you will not be able to use your Prison Video account.

Prison Video uses some third-party technology and as a result cannot guarantee that the service will always be available. Prison Video accepts no liability for any losses resulting from any faults or problems with its service.

Our responsibility to you

Enable you to take part in video calls if you are approved to do so by the prison and have a device and internet connection that meets the minimum requirements;

We do not assume any liability for the content of calls taking place on Prison Video;

You acknowledge that we are not responsible for providing (or maintaining) the equipment that you use to access Prison Video services or the national or international telecommunications and internet networks which your calls travel across.

Nothing in these terms and conditions affects your statutory rights (which include, for example, that we will provide Prison Video services to a reasonable standard and within a reasonable time). For more information on your statutory rights you can contact your local Citizens Advice Bureau or Trading Standards Office.

Nothing in this section shall limit or affect our liability resulting from anything we provide to you being found to be unsafe or if something we do negligently causes death or personal injury.


Prison Video accepts no liability for any consequences of video calls through its service.

Your responsibility to us

You must abide by the terms and conditions of Prison Video.

You must not use Prison Video for any unlawful or fraudulent purpose, to make any communication which is, or is intended to be, malicious, fraudulent or hoax, or which is a breach of prison rules, or in any way which may damage or affect the operation of Prison Video or any other telecommunications system.

You must adhere to the guidance provided by the prison on the appropriate use of Prison Video.

You should be mindful of the impact of your communications on the prisoner's wellbeing. You are strongly advised not to communicate in a way which may have a negative impact on the prisoner's state of mind. In the event that an interaction occurs which is likely to cause distress you should contact the prison directly to ensure that prison staff can provide support.

You must not make any attempt to circumvent our system's security. Such attempts are strictly prohibited.

Intellectual property

The design of Prison Video's services, and the trademarks, service marks and logos contained therein ("Marks"), are owned by or licensed to us. No licence is granted to you in these terms and conditions to use any trade mark of Prison Video or its affiliated companies. The design system remains our property and cannot be copied.

Personal information

For the purposes of data protection legislation within the United Kingdom you hereby consent to our processing of "personal data" (as defined by the Data Protection Act 1998 and The General Data Protection Regulation (EU) 2016/679) by submission of your personal information in our app and we agree that we will treat the personal data as confidential. We have provided explanations of each item of data we require from you during the sign-up process.

You acknowledge and agree to be bound by the terms of the privacy policy.

If you provide personal information to us through using Prison Video, we will not share it with anyone outside of Prison Video for marketing purposes.

We will never disclose your information to anyone outside Prison Video except where we have your consent; where we are required or permitted to do so by law; to other companies who provide a service to us; or any successors in title to our business.

Prison Video reserves the right to use your data on a anonymised aggregated level to draw conclusions about the use of the service, and may wish to share this data or analysis of this data with third parties.

For the purpose of impact evaluation, safeguarding or welfare issues, or prison security, Prison Video may need to share individual user data with parts of the prison service, partner agencies working with the prison on your behalf, the Ministry of Justice, or partner academic institutions. By using Prison Video you consent to share your data with these parties.

Prison Video reserves the right to keep customer data on its database following the termination of any agreement for as long as is necessary to provide the contracted services, with the exception of any extenuating circumstances and government requirements.

All prison communications may be monitored in the interests of prisoner welfare and security.

Prison Video will fully comply with any request made under the Regulation of Investigatory Powers Act 2000 (RIPA).

Prison Video reserves the right to watch video calls only where absolutely necessary to improve its service or identify and solve issues.

Marketing and research

By using Prison Video, you agree that we may contact you with offers and information about our products and services. If you do not wish to receive these offers, please let us know.


Prison Video reserves the right to terminate its agreement with you at any time.

You may terminate your agreement at any time with Prison Video over the phone or by email.


Although Prison Video obtains approval from the management of all prisons it works with before offering its service at these prisons, it does not accept any liability for decisions taken by staff or management of the prison, or at any other level within the prison service or HMPPS or Ministry of Justice, that result in its service being blocked, banned, or closed, or the prisoner receiving any kind of disciplinary action.

By using Prison Video, you represent to us that you are fully able and competent to enter into and abide by these terms and conditions.

If you breach these terms and conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these terms and conditions.

We shall not be responsible for any breach of these terms and conditions caused by circumstances beyond our reasonable control.

These terms and conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.

These terms and conditions shall constitute the entire agreement between you and us regarding use of Prison Video. If any provision of these terms and conditions is deemed invalid by a court of competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these terms and conditions, which shall remain in full force and effect.

We may modify these terms and conditions at any time without notice to you and it is your responsibility to review these terms and conditions for any changes. Your continued use of Prison Video following any amendment of these terms and conditions will signify your assent to and acceptance of its revised terms.

A person who is not a party to these terms and conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these terms and conditions but this shall not affect any right or remedy of a third party which exists or is available apart from that Act. Any member of Prison Video may enforce any provision of these terms as if it were a party to these terms.

Customer services and complaints

If you have any queries, please contact us using the details listed on the Prison Video website.

Copyright notice

This website and its content is copyright of PHONEHUB IO LTD 2024. All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

Complete agreement

These provisions constitute the entire agreement between you and Prison Video with respect to the use of this site and any Software, Content, or Product contained therein, unless specified and marked "Addendum" on the site.

Prison Video is a trading name of PHONEHUB IO LTD, company number 9568821 registered in England and Wales.

Registered office / postal address: 1-2, The Old Church, St. Matthews Road, Norwich NR1 1SP United Kingdom

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