Service Delivery Policy

SERVICE DELIVERY POLICY

Last updated: 2 September 2026

1. ABOUT THIS POLICY

This Service Delivery Policy explains how the Unli Prison Call service is provided following an order.

Unli Prison Call is a telephone-number subscription service operated by UKO Link Ltd trading as Unli Prison Call.

No physical product is supplied, shipped or delivered.

This policy should be read together with our Terms of Service and Cancellation and Refund Policy.

2. HOW THE SERVICE IS DELIVERED

When you purchase an Unli Prison Call subscription, we provide you with a dedicated UK landline telephone number which forwards incoming voice calls to one mobile telephone number nominated by you.

Once we have received your completed order, successful payment and the information reasonably required to provide the service, we will begin processing your order.

We normally aim to create, activate and provide your dedicated UK landline number within 1–2 business days.

3. BUSINESS DAYS

For this policy, business days are Monday to Friday, excluding public holidays in England.

Orders received outside normal business days will normally begin processing on the next business day.

Our normal office hours are 9:00 AM to 5:00 PM, Monday to Friday, excluding public holidays in England.

4. RECEIVING YOUR TELEPHONE NUMBER

When your dedicated UK landline number is ready, we will normally notify you using the email address provided with your order.

The notification will include your dedicated telephone number together with any relevant information or setup instructions.

Please ensure that the email address and nominated mobile telephone number supplied with your order are complete and accurate. Incorrect, incomplete or outdated information may delay our ability to provide or correctly configure the service.

5. THE 1–2 BUSINESS DAY TIMEFRAME

The 1–2 business day timeframe relates only to the creation, activation and provision of your dedicated UK landline telephone number by Unli Prison Call.

It does not include the time taken by a prison to review, test, process or approve the number.

Occasional delays may occur because of incomplete or incorrect customer information, payment issues, telecommunications supplier availability, technical or network problems, or circumstances outside our reasonable control.

Where a material delay occurs, we will take reasonable steps to inform you.

6. PRISON APPROVAL IS A SEPARATE PROCESS

Purchasing or receiving a telephone number from Unli Prison Call does not mean that the number has been approved by a prison.

Once you receive your dedicated landline number, you are responsible for providing it to your loved one so that it can be submitted to the relevant prison in accordance with that prison's telephone-number approval procedures.

The relevant prison controls its own approval process. Unli Prison Call has no control over:

whether a prison approves a number;
how long approval takes;
whether a prison tests or verifies a number;
whether an approved number subsequently becomes blocked or restricted;
whether a prison changes its telephone or security procedures; or
whether a prison continues to permit a particular telephone number.

Prison approval may therefore take longer than the 1–2 business days required for us to provide your number.

Customers and users must comply with the applicable telephone, security and approval rules of the relevant prison.

7. IF A NUMBER IS REJECTED OR BLOCKED

If the relevant prison rejects or blocks your dedicated telephone number, or the number does not operate as expected, please contact us promptly.

We will investigate and, where appropriate, attempt to correct a technical problem, reconfigure the service or provide a replacement telephone number.

A prison's decision not to approve a particular telephone number is outside our direct control.

Your rights to any refund or other remedy are governed by our Cancellation and Refund Policy, Terms of Service and your statutory consumer rights.

8. IF YOU HAVE NOT RECEIVED YOUR NUMBER

If you have not received your dedicated telephone number within 2 business days after we have received your completed order, successful payment and all information reasonably required to provide the service, please:

Check your email inbox and spam or junk-email folder;
Confirm that the email address supplied with your order is correct; and
Contact us if you still cannot locate your service notification.

We will investigate the status of your order.

9. NO PHYSICAL DELIVERY

Unli Prison Call provides a digital/telecommunications service. We do not send a physical SIM card, telephone, parcel or other physical product.

Accordingly:

no shipping charge applies;
no delivery address is required for physical delivery;
no parcel tracking number is provided; and
there is no physical product to return.

Where Shopify or another part of our website uses terminology such as “shipping” or “delivery”, this should not be interpreted as meaning that a physical product will be sent unless we expressly state otherwise.

10. SERVICE COMMENCING DURING THE COOLING-OFF PERIOD

If you purchase the service online as a consumer, you will normally have a statutory 14-day cancellation period, subject to applicable law.

Because we normally aim to provide your dedicated telephone number within 1–2 business days, you may expressly request that we begin providing the service during that cancellation period.

Where you make such a request and subsequently exercise your statutory right to cancel during the cancellation period, we may be entitled to charge a proportionate amount for the service already supplied, where permitted by law.

Further information is provided in our Cancellation and Refund Policy and Terms of Service.

Nothing in this policy restricts your statutory consumer rights.

11. SERVICE AVAILABILITY

We will provide the Unli Prison Call service with reasonable care and skill.

Service delivery or availability may occasionally be affected by matters outside our reasonable control, including telecommunications or supplier outages, maintenance, prison telephone-system restrictions, technical faults, changes to prison systems or procedures, or other events outside our reasonable control.

We will take reasonable steps to investigate problems affecting our service and, where possible, correct or restore the service within a reasonable time.

12. INDEPENDENT SERVICE

Unli Prison Call is an independent telephone-number service.

Unli Prison Call and UKO Link Ltd are not affiliated with, endorsed by, authorised by, sponsored by or operated by HM Prison and Probation Service (HMPPS), the Ministry of Justice, His Majesty's Government or any individual prison or other public authority.

13. CONTACT US

If you have questions about your order or service delivery, please contact:

UKO Link Ltd
Trading as Unli Prison Call
Company number: 14334102
Registered in: England and Wales
Registered office: 61 Bridge Street, Kington, England, HR5 3DJ

Telephone: 0330 113 1582
International: +44 330 113 1582
Email: office@unliprisoncall.co.uk
Website: www.unliprisoncall.co.uk

Office hours: 9:00 AM–5:00 PM, Monday–Friday, excluding public holidays in England.