PRIVACY POLICY
Last updated: 24th April 2026
1. Introduction
Unilink Software Ltd is committed to protecting and respecting your privacy.
This Privacy Policy explains how we collect, use, store and share personal data when you use the eMates services and related website functionality. The services may include messaging, video sessions, telephony and other communication or account services provided by Unilink. Please read this policy together with our Terms and Conditions and Acceptable Use Policy.
For the purposes of applicable data protection law, including the UK GDPR and the Data Protection Act 2018, Unilink Software Ltd is the controller of the personal data described in this Privacy Policy unless stated otherwise.
Contact:
Unilink Software Ltd, Europoint House, 5-11 Lavington Street, London SE1 0NZ
Email: contactus@unilink.com
2. Personal data we collect
We collect personal data that you provide directly to us, data generated through your use of the services, and certain technical information about your use of the website.
This may include your name, postal address, email address, telephone number, account registration details, payment and transaction information, and information you provide when you contact us, make an enquiry, raise a complaint or request support. It may also include information provided in connection with specific services, such as video sessions, telephone-related services, accessibility requirements, and identity or verification information where required for the operation of a service.
We also collect information generated through your use of the services, including records of purchases and payments, account activity, service usage, message and content data, call logs, session records, service issues and related operational data, together with account identifiers and recipient details necessary to operate the services.
In addition, we collect technical and website usage information such as IP address, browser type, device information, referral source, general location derived from technical data, page views and access times.
3. How we use personal data
We use personal data where we have a lawful basis and where it is necessary for legitimate service purposes.
We use personal data to provide and operate the services, including registering and administering your account, processing transactions and payments, delivering communications, and providing customer support.
We also use personal data to maintain, secure and improve the services, to prevent misuse, to enforce our Terms and Conditions and Acceptable Use Policy, and to carry out checks and review activities as part of the operation of the services. Where relevant to a particular service, we may also use personal data for identity verification, service administration, fraud prevention, safeguarding, accessibility support and service quality management.
We may use personal data to comply with custodial requirements, legal obligations, regulatory requirements, court orders and lawful requests from competent authorities, and to maintain appropriate business and audit records.
Where appropriate, we may use personal data to communicate with you about service updates and, where permitted, to provide information about similar services.
4. Checks, review and service operation
Use of the eMates messaging services, and any other services where this forms part of their operation, is subject to checks and review carried out as part of the operation of those services.
This may involve processing personal data, including message content, photographs, account information and related technical or usage data, in order to operate the relevant services safely, securely and lawfully and in accordance with custodial requirements, our Terms and Conditions, our Acceptable Use Policy, and applicable law.
This processing forms part of how the relevant services operate and is necessary to enable communications and related services to be handled in accordance with service rules, operational requirements, custodial requirements and applicable law.
As a result, content may be delayed, withheld, rejected, stopped, reviewed or disclosed before onward transmission or delivery where necessary for those purposes.
5. Lawful bases for processing
We rely on one or more of the following lawful bases when processing personal data:
• performance of a contract with you;
• compliance with a legal obligation;
• legitimate interests in operating, securing and improving the services, provided those interests are not overridden by your rights; and
• consent, where this is the appropriate lawful basis.
Processing connected with checks, review, safeguarding, misuse prevention, legal compliance and cooperation with custodial or law enforcement requirements is generally carried out on the basis of legal obligation and/or legitimate interests, depending on the circumstances.
6. Disclosure and sharing of personal data
We may share personal data where necessary with service providers acting on our behalf, payment processors, and other suppliers supporting the services.
We may also share personal data with prisons, establishments or other custodial bodies where necessary for the operation of the services, and with law enforcement agencies, regulators, courts or other competent authorities where required or permitted by law.
We may share personal data with professional advisers, auditors, insurers or potential purchasers of our business where reasonably necessary.
We do not sell your personal data, and we do not share personal data with third parties for their own direct marketing purposes without your consent.
7. International transfers
We may transfer personal data outside the United Kingdom where this is necessary for the operation of the services or for the support arrangements we use.
Where we do so, we ensure that such transfers are carried out in accordance with applicable data protection law and that appropriate safeguards are in place. This may include transferring personal data to countries recognised as providing an adequate level of protection, or using contractual or other safeguards approved for international transfers.
8. Data retention
We retain personal data only for as long as reasonably necessary for the purposes for which it is processed, including service delivery, account management, legal compliance, complaint handling and audit requirements.
In practice, different types of data are retained for different periods, and these retention periods may be updated from time to time in line with operational, legal and custodial requirements.
9. Security
We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse or alteration.
You are responsible for keeping your account credentials secure and must not share your password with others.
While we take reasonable steps to protect personal data, transmission over the internet is not completely secure and we cannot guarantee the security of data transmitted before it is received by us.
10. Your rights
You may have rights in relation to your personal data, including rights of access, correction, erasure, restriction, objection, data portability, and the right to withdraw consent where applicable.
You also have the right to complain to the Information Commissioner's Office.
To exercise your rights, contact contactus@unilink.com.
11. Access requests
You may request access to personal data we hold about you by contacting contactus@unilink.com. We may ask for proof of identity before responding.
12. Cookies and similar technologies
We use cookies and similar technologies to support website functionality, security, analytics and user experience. Further information is available through our cookie settings or related notices.
13. Third-party websites
Our site may contain links to third-party websites. We are not responsible for their privacy practices.
14. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. The latest version will be available on our site and the date of the most recent update will be shown above.
