Terms and Conditions

Effective Date: 18 September 2025

Welcome to Cellphone Rocks®. This document outlines the terms and conditions for using our telephony services. By signing up for, using, or paying for our services, you confirm that you have read, understood, and agreed to be bound by this agreement.

Pricing

Service usage is charged according to the current price list on the Cellphone Rocks website. Any changes to our prices will be effective immediately upon being posted on our site.

Payment Processing

We use Stripe, a secure third-party payment processor, to handle all debit and credit card transactions. We do not store your card details. The charge will appear on your bank statement as "CC Prison Calls". Your use of our service signifies your acceptance of Stripe's terms and policies.

Call Charges

Calls are billed per minute and are rounded up to the next full minute. Charges begin as soon as your call connects to a Cellphone Rocks number, regardless of whether the person you are calling answers. All rates shown on our website are inclusive of taxes and surcharges unless explicitly stated otherwise.

Monthly Plans

Pay-monthly plans automatically renew using the card on file. If a payment fails, your service and number will be cancelled. Minute-based plans expire after 30 days or when the minutes are used, whichever comes first.

Our "Prison-Approval" Guarantee

We are confident our numbers work. However, if the prison does not approve your new number for the PIN list, we've got you covered. Our 30-day money-back guarantee applies if:

• You have made a good-faith effort to get the number approved by the prison authorities.
• You contact our Customer Support team within 30 days of your purchase to report the issue.

If these conditions are met, we will issue a full refund for your purchase.

Your Statutory Rights & Our Guarantee

Standard consumer regulations often include a 14-day "cooling-off" period. However, for digital services like ours which are activated and used immediately, you agree to waive this 14-day withdrawal right when you begin using the service. We offer our more generous 30-Day Money-Back Guarantee in its place.

General Cancellation Policy

You can cancel your account at any time, as there are no minimum contract terms. To cancel, use the 'Disconnect' button in your account or contact Customer Services. Cancellations are typically processed within one working day. Outside of our 30-Day Guarantee, payments are non-refundable.

Service Availability

We strive to provide a reliable service, but we are not liable for service disruptions or damages caused by events beyond our reasonable control, such as network outages, power failures, or acts of God.

Fair Use Policy

Our "Unlimited" plan is subject to a fair use limit of 10,000 minutes per month. If you exceed this, your plan will end for that month, and you will need to purchase a new one to continue service.

Number Compatibility

Our service is designed for standard UK mobile numbers. Certain premium-rate 07 numbers may incur additional fees or be incompatible. We will inform you if this affects you. Our pay-monthly plans are not compatible with international or freephone numbers.

Number Porting

The landline number we provide to you is not portable and cannot be transferred to another provider.

Maintaining Your Account

You are responsible for keeping your account in credit. If your pre-paid balance is insufficient to cover line rental or your monthly plan payment fails, your service and number will be cancelled. While we may be able to reactivate a number, it is not guaranteed.

Inactive Accounts

If a number does not receive any calls for 28 days, we reserve the right to expire it and any remaining balance will become non-refundable. If you need to keep an account dormant, please contact Customer Services.

Changing Your Mobile Number

Due to prison regulations, you cannot change the mobile number linked to your account. If your mobile number changes, contact Customer Services with your 4-digit PIN. We will set up a new account and landline number for you.

Account Security & Usage

You are fully responsible for all activity and charges on your account, whether authorised by you or not. You agree to notify us within 30 days of any disputed charges on your card statement.

We take your privacy seriously. We collect and use your data only to provide and manage your service.

• Personal Data: We use your mobile number and postcode/area code to set up your account, connect calls, and send essential service alerts (e.g., low balance). You cannot opt out of these essential communications.
• Call Data: We store call records (caller ID, date, time, duration) for 3 months for billing purposes, after which they are deleted.
• Data Deletion: All your personal data is deleted 3 months after you close your account, unless it is retained to prevent fraud.

For full details, please see our official Privacy Policy. We will comply with all lawful requests for information from government and law enforcement agencies.

Liability & Indemnification

You agree to indemnify Cellphone Rocks against any claims arising from your use of the service. Our liability is limited to the fullest extent permitted by law. Our records of your usage are considered conclusive evidence for calculating charges.

Governing Law & Jurisdiction

This agreement is governed by and construed in accordance with the laws of England and Wales. Any disputes arising from this agreement or your use of our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

Abusive Conduct & Fraud

Using the service for fraudulent or abusive purposes is strictly prohibited. This includes any activity that interferes with our network or our ability to provide service to others. We reserve the right to terminate your service without notice for such violations. Abusive, threatening, or harassing communication with our staff will also result in immediate account termination.

Notices

Our primary method of communication is via text message to the mobile number on your account. These messages are official notices regarding your service, and it is your responsibility to read them and keep your contact details up to date.

Changes to this Agreement

We may update these terms at any time by posting a new version on our website. Continued use of the service after changes are posted constitutes your acceptance of the new terms.