What you get, when, and how refunds work.

Handov is a digital service with instant fulfilment. The moment your payment completes, your 8-digit PIN appears on screen and is emailed to you. It works immediately — call +44 (0)1473 943 220 and enter it. There is nothing to wait for and nothing to ship.

If your PIN does not appear within two minutes of payment, reload the success page once; if it still has not appeared, call us or email support@handovai.com quoting your receipt email and we will resolve it the same day.

If you add the Prison Delivery Pack (£2.99), we prepare a printed letter containing the PIN and full instructions and submit it to Email A Prisoner within one working day of payment. Email A Prisoner then prints and hands the letter to the prison's mail process; delivery to the recipient typically takes one to three working days depending on the establishment.

We will email you confirmation when the letter has been submitted. Please double-check the prisoner's name, prison number, and establishment before paying — letters submitted with incorrect details cannot be redirected.

Under the Consumer Contracts Regulations 2013 you have 14 days to change your mind. Because Handov is digital content supplied immediately, we ask for your express consent to start service straight away at checkout; if you then use the service (for example by making a call), your right to cancel that month's payment is lost. If you have not used the service at all, email support@handovai.com within 14 days for a full refund.

If we fail to deliver what you paid for — for example a PIN that does not work or a Prison Delivery Pack we did not submit — you are always entitled to a full refund of that payment regardless of use. Refunds are made to your original payment method, usually within 5 working days.

Cancelling a subscription stops future renewals; it does not refund the current month (see Terms).

Anything wrong with a purchase, a PIN, a renewal, or a delivery: call +44 (0)1473 943 220 and choose technical support, or email support@handovai.com. We answer within one working day.