Mices Terms and Conditions

Introduction

These Terms and Conditions set out the terms under which Mices provides access to its communication services.

Mices is operated by Phonehub IO Ltd, a company registered in England and Wales (Company Number 9568821).

References to “we”, “us”, “our” and “Mices” mean Phonehub IO Ltd. References to “you” and “your” mean any user of the Services.

Please read these Terms and Conditions carefully as they affect your legal rights and obligations. By creating an account, accessing, or using the Services, you agree to be bound by these Terms and Conditions.

If you have any queries, please contact us at support@mices.com. If you do not agree with these Terms, you must not use the Services.

Definitions

Account Holder means the person who creates and manages a Mices account.

Additional Participant means any individual added to an Account Holder’s account for the purposes of communication through the Services.

Approved Contact means a person authorised by an Authorised Organisation to communicate with a Service User through the Services.

Authorised Organisation means any NHS Trust, secure hospital, mental health provider, healthcare organisation, care provider, custodial organisation, secure facility or other organisation authorised to use the Services.

Establishment means the individual secure hospital, mental health unit, ward, secure facility, residential setting or other location operated by or on behalf of an Authorised Organisation where a Service User is accommodated, receives care, treatment, support or supervision, and from which the Services are provided.

Service User means a patient, resident, detainee, individual receiving treatment, care, support, supervision or services from an Authorised Organisation.

Services means the Mices website, mobile applications, communication services, video calling, transcription, translation and related functionality provided by Phonehub IO Ltd.

What is Mices?

Mices is a secure communications platform that enables approved Service Users and their authorised contacts to communicate using video calls and other communication services provided through the platform.

The Services may include:

Video calling;
Account management;
Identity verification;
Notifications;
Contact management;
Appointment scheduling;
Automated transcription;
Automated translation; and
Other related communication services.

To take part in a Mices call you must be approved by the establishment 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:

The Service User must attend the video call location within the establishment at the agreed time.
The Service User must log in to the provided device.
You must have the Mices app installed on your device and be logged in to it. The app must be set to wait for a call to start.
The call will start automatically at the allotted time if the previous conditions are met.
The call will continue until the allotted time slot has elapsed, at which point it will be automatically terminated.
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.

Access to the Services is subject to approval by the relevant Authorised Organisation and may be restricted, monitored or withdrawn in accordance with safeguarding, security or operational requirements.

Service Disclaimer

Mices is a communications platform only.

Phonehub IO Ltd is a technology provider and does not provide medical care, healthcare services, diagnosis, treatment, counselling, legal advice, social care services, custodial services or emergency services.

The Services are provided solely as a means of facilitating communication between users.

Use of the Services does not create any professional, therapeutic, healthcare, care-provider, advisory, custodial or treatment relationship between Phonehub IO Ltd and any user.

Any healthcare, treatment, care, support, supervisory, custodial or therapeutic relationship exists solely between the Service User and the relevant Authorised Organisation.

Phonehub IO Ltd accepts no responsibility for decisions, actions, risk assessments, safeguarding decisions, supervision decisions or outcomes arising from interactions between users or from the activities of an Authorised Organisation.

Where the Services include automated transcription or translation, these features are provided for convenience only and may contain errors, omissions or inaccuracies. Automated transcription and translation are generated using artificial intelligence and other automated technologies and should not be relied upon as an exact or authoritative record of any communication.

In particular, numerical information, including dates, times, telephone numbers, addresses, measurements, monetary values and other numeric data, may not always be accurately recognised or translated. Users should independently verify any information that is important or may affect decisions.

Eligibility

You must be at least 18 years old to create an account unless otherwise approved by the relevant Authorised Organisation.

Where you add a child or dependant participant to your account, you confirm that you have parental responsibility or other lawful authority to do so.

Where you provide information relating to another individual, you confirm that you have the lawful authority or other legal basis required to provide that information.

Registration and Identity Verification

To use the Services, you may be required to:

Create an account;
Verify your identity;
Provide personal information;
Upload identity documents;
Upload photographs of yourself and any authorised participants;
Complete biometric verification checks where required.

Identity verification requirements are determined by Phonehub IO Ltd and the relevant Authorised Organisation.

Failure to provide required information may result in refusal, restriction, suspension or termination of access to the Services.

You confirm that any information, photographs or documents you provide as part of the registration or identity verification process are accurate and, where they relate to another individual, that you have the authority to provide them. We may use this information for identity verification, account administration, safeguarding, security and other purposes described in our Privacy Policy.

We may require you to re-complete identity verification checks at any time to maintain account security, comply with organisational requirements, or prevent misuse of the Services.

Using the Mices Service

To use Mices you must:

Have access to a compatible device;
Have an adequate internet connection;
Install and maintain the current version of the Mices application where required;
Comply with these Terms and Conditions; and
Follow any instructions provided by Mices or the relevant organisation.

The quality and availability of services may depend upon your device, network connection, and third-party service providers.

You are responsible for ensuring that your device and internet connection meet the minimum requirements for using Mices.

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 service user and/or contact. These rules may vary from establishment to establishment.

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 your account may be disabled, or in extreme circumstances, you may be banned from using the service.

Authorised Organisations and Mices reserve the right to deny a video call at any point.

Communications

Mices facilitates communications between approved users but does not guarantee that any communication request, booking, message or video call will be approved, scheduled, completed or remain available.

Communications are subject to the approval, policies, safeguarding requirements, security requirements and operational decisions of the relevant Authorised Organisation.

Authorised Organisations may deny, restrict, suspend, terminate, monitor or otherwise control communications at their discretion and in accordance with applicable policies, procedures and legal obligations.

Mices accepts no responsibility for decisions made by an Authorised Organisation regarding the approval, restriction or termination of communications.

Emergency Situations

Mices is not an emergency service.

You must not use the Services to seek urgent medical assistance, report emergencies, request welfare checks or communicate time-critical information.

We do not guarantee immediate delivery of messages, notifications or calls.

If you believe that a Service User or another person is at immediate risk of harm, you should contact the relevant emergency services or Authorised Organisation directly.

Safeguarding and Security

Safeguarding and security are of paramount importance to Mices.

Communications conducted through Mices may be monitored, reviewed, recorded, or disclosed where necessary for:

Safeguarding purposes;
Security requirements;
Fraud prevention;
Service integrity;
Legal obligations; or
Compliance with organisational policies.

Where we reasonably believe that an individual may be at risk of harm, self-harm, abuse, exploitation or other safeguarding concerns, we may share relevant information with the appropriate Authorised Organisation, safeguarding authority, law enforcement agency or other competent authority.

Acceptable Use and Monitoring

You must use Mices responsibly and lawfully at all times.

You must not:

Use the service for unlawful, fraudulent, abusive, or malicious purposes;
Impersonate another person;
Provide false information;
Attempt to gain unauthorised access to systems or accounts;
Interfere with the operation or security of the service;
Use the service in a manner that compromises safeguarding requirements;
Harass, threaten, intimidate, or abuse other users;
Record, reproduce, distribute, or publish communications where prohibited by applicable law, organisational policy, or safeguarding requirements;
Attempt to communicate with a Service User without authorisation;
Attempt to bypass communication restrictions;
Allow another person to use your account;
Circumvent identity verification requirements;
Introduce malware or harmful code.

You are responsible for all activity that takes place through your account. You must comply with any communication rules, safeguarding requirements, security procedures or operational policies imposed by Mices or the relevant Authorised Organisation.

We reserve the right to suspend or terminate accounts where misuse is suspected.

Mices and Authorised Organisations may monitor use of the Services to ensure compliance with these Terms, safeguarding requirements, security requirements and operational policies. Mices may use automated systems to assist with identity verification, fraud detection, safeguarding alerts, misuse detection and security monitoring.

Users should not assume that communications conducted through the Services are private, confidential or free from monitoring where monitoring, recording or disclosure is required for safeguarding, security, legal or operational purposes.

Some communications may be recorded by the relevant Authorised Organisation or by Mices where required for safeguarding, security, evidential or compliance purposes.

Restrictions

Mices is currently only available in select establishments where the service has been approved.

The use of Mices is at the discretion of the individual establishment and the Authorised Organisation.

Authorised Organisations may apply restrictions to communications including:

Approved contact lists
Call scheduling restrictions
Call duration limits
Monitoring requirements
Participant restrictions
Temporary or permanent communication bans

Video calls are subject to a maximum length due to Authorised Organisation restrictions. This length varies from establishment to establishment.

Availability of services

Your access to Mices 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 establishment service or establishment management, or any other competent or lawful authority. In these circumstances, we will attempt to restore the service as soon as we reasonably can.

Mices only offers its service at specific establishments. If the Service User is not housed at one of the establishments serviced by Mices, you will not be able to use your Mices account.

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

Our responsibility to you

We will exercise reasonable care and skill in providing the Services.

We will take reasonable steps to ensure that the Services operate substantially in accordance with their intended purpose and will endeavour to maintain the availability, security and reliability of the Services.

We do not guarantee that the Services will always be available, uninterrupted, secure or error-free, and we are not responsible for failures caused by factors outside our reasonable control, including internet connectivity issues, third-party service failures, device failures or actions taken by Authorised Organisations.

We do not warrant that any transcription or translation generated by the Services will be complete, accurate or suitable for any particular purpose.

Mices is a communications platform only. We are not responsible for the content of communications conducted through the Services, nor for any decisions, actions or outcomes arising from communications between users or decisions made by Authorised Organisations.

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

Nothing in these Terms and Conditions excludes, restricts or affects any rights that you may have under applicable law that cannot lawfully be excluded or limited.

Nothing in these Terms and Conditions affects your statutory rights.

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.

Limitations

Mices 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 Mices.

You must not use Mices 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 establishment rules, or in any way which may damage or affect the operation of Mices or any other telecommunications system.

You must adhere to the guidance provided by the establishment on the appropriate use of Mices.

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

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

Intellectual property

Subject to these Terms, Phonehub IO Ltd grants you a limited, non-exclusive, non-transferable and revocable licence to use the Mices application solely for accessing the Services.

The design of the Services, and the trademarks, service marks and logos contained therein ("Marks"), are owned by or licensed to Phonehub IO Ltd.

The "Mices" name and associated trademarks are used by Phonehub IO Ltd under licence from Mices Ltd.

No licence is granted to you under these Terms and Conditions to use any trademark, service mark, logo or branding belonging to Phonehub IO Ltd, Mices Ltd or any of their affiliated companies.

The design, content and functionality of the Services remain our property or the property of our licensors and may not be copied, reproduced, modified or distributed without our prior written permission.

Personal information

We process personal information in accordance with the UK GDPR, the Data Protection Act 2018 and our Privacy Policy. By using the Services, you acknowledge that you have read and understood our Privacy Policy. 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 Mices, we will not share it with anyone outside of Mices for marketing purposes.

We will never disclose your information to anyone outside Mices 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 to any organisation that acquires our business or the part of our business that provides the Services.

Mices 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 establishment security, Mices may need to share individual user data with parts of the establishment service, partner agencies working with the establishment on your behalf, the Authorised Organisation, or partner academic institutions. By using Mices you consent to share your data with these parties.

Mices 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 establishment communications may be monitored in the interests of Service User’s welfare and security.

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

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

Marketing and research

Where required by law, we will obtain your consent before sending marketing communications. You may withdraw consent at any time.

Termination

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

You may terminate your agreement at any time with Mices via the app, over the phone, or by email.

General

Although Mices obtains approval from the management of all establishments it works with before offering its service at these establishments, it does not accept any liability for decisions taken by staff or management of the establishment, or at any other level within the Authorised Organisation, that result in its service being blocked, banned, or closed, or the Service User receiving any kind of disciplinary action.

By using Mices, 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 constitute the entire agreement between you and us regarding the use of Mices.

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, the provision shall be deemed deleted. Any modification to or deletion of a provision shall not affect the validity and enforceability of the remaining provisions of these Terms and Conditions.

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 Mices 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 Mices 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 by emailing support@mices.com

Copyright notice

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

you may print or download to a local hard disk extracts for your personal and non-commercial use only.
you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.
You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

Complete agreement

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

Mices 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

Version: 1.0
Last Updated: 06/07/2026