1. About us

UKPioneer is registered in England for CND and http://www.ukpioneer.com is the registered website dealing with online business.

Contact us
Address: UKPioneer, 37 Claremont Road, Wivenhoe, Colchester CO7 9NN
Email: service@ukpioneer.com
Fax: 0845 456 9278

2. Security

2.1 How secure is UKPioneer system?

UKPioneer integrates online secure purchase system. Encryption technology is used to scramble data as it passes across the Internet and the site itself does not store credit card details. it uses high encryption systems and at the browser 128 Bit SSL is used.

Web sites of these payment gateways are:
http://www.worldpay.com for more details
http://www.protx.com for more details

3. Phonecards & relevant charges

3.1 What are access numbers and PIN numbers?

To take advantage of low calling rates offered by phonecard companies, you should dial into their service network. Access numbers are the phone numbers for you to do so. PIN number is the unique number given to you that you need to dial before you make your call.

3.2 What is the difference between 0800, 0845, 0207 and Phone Box accesses?

0800 provides free access from the landline (It doesn’t apply to mobile phone). However, more credits will be deducted from your prepaid phonecard. Normally, the charge into phonecards with 0800 access is higher than 0845 or 0207.

0845 provides local call-rate access. On top of the charge into your phonecard, you also pay the phone-line provider for local rates, such as BT, NTL or other Cable. Normally, it is a good choice if you have a landline.

0207 provides London access. You pay for the calls to London, in addition to the credits deducted from your phonecard. As most mobile users have off-peak free minutes, 0207 is a good choice.

Phone Box is the most expensive access. You pay additional 15 to 25 pence for using the public phones, in addition to the charges into prepaid phonecards. Only adopt it when you have no facilities of landline or mobile in hand.

3.3 What is the latest call rate?

Please refer to the following URL for latest call rates as quick search. Do visit each card's page to check description and complete rate table. When rates given by the provider change quickly, the rate tables on the website may not be up-to-date, therefore accuracy is by minutes heard when you make a phone call.
http://www.ukpioneer.com/catalog/qs.htm

3.4 Why am I not getting the number of minutes as shown in the poster?

Usually card companies show the maximum minutes on a card possible. However it is conditional. eg. A card may last 100 minutes on a 0845 access to a landline in China, but the same card may last for 70 Minutes on a 0800 access to a landline and only 40 minutes to a mobile. So please find out from Customer Services regarding the current applicable rates.

3.5 How much will BT or cable providers charge the 0845 access?

According to published tariff, BT charges 1p/min during the weekend, 1.5p/min in the weekday evening (6pm-8am) and 4p/min for weekday peak-hours (8am to 6pm), including VAT.

Cable providers such as NTL for student account: 3.5p/min daytime, 1.5p/min evening, 1p/min for weekend.

4. Phonecards selection

4.1 Which phone card best suit my need?

1) Access number related:

If you call from home or office during off-peak hour, you’d better choose the phonecard with low 0845 calling rate.
If you call from a landlord phone or during peak hours, you’d better choose the phone card with low 0800 calling rate.
If you call from a mobile phone with free minutes, you should choose the phone card with low 0207 calling rate.
Please note that 0845 or 0800 numbers are usually not allowed as free access.

2) There's usually a trade-off between per-call charges (connection fee) and per-minute charges. The higher the connection charge is, the lower the per-minute charge usually is. Cards with connection charges but with low per-minute charges are normally good if you make a lot of long calls. If you make short calls, the higher per-minute cards are probably better for you.

3) If you call to China, please refer to the following URL for latest call rates.
http://www.ukpioneer.com/catalog/qs.htm

5. Payment, Refund & Delivery

5.1 What are the payment methods UKPioneer provides?

Once you select the cards you want to buy (add to cart), please press the "check out" button. Then you can select either online or offline payment method:

1) Online payment (faster): you should go through Online Security Payment Gateway with your debit card/credit card details. Usually the PIN(s) will be sent out within minutes.

2) Offline payment (cheaper): You may transfer your payment through Online/Telephone Banking, or by going to any of the branches. Once the payment is cleared, we will email you the PIN immediately.

Our Business Account detail is follows:

Name: CND
Sort code: 20-22-67
Account number: 60703923

For Online-Banking, please follow the process:

1) After selecting offline payment, visit the following URL and go to your banker's online system:
http://www.ukpioneer.com/catalog/includes/modules/e-banking.htm

2) Login and find out the option of "paying bills" or "transfer money to other accounts", enter our Business Account detail: 20-22-67 60703923, the amount to pay and the order number (you should have received it by email) as reference. Submit it!

3) Email us (service@ukpioneer.com) confirming that YOU HAVE ALREADY PAID and your transfer details including YOUR account number, sort code and order number.

Otherwise, please send a cheque payable to UKPioneer. Make sure payable to UKPioneer and send to: UKPioneer 37 Claremont Road, Wivenhoe Colchester CO7 9NN

5.2 Membership & registration

After you click "check out" button, you will go to the page, "Login to UKPioneer Phonecard Shop". For new customer, you should take no more 2 minutes to register an account with UKPioneer. Please notice that Email address must be valid.

UKPioneer strongly suggests you to use a credible email address such as .ac.uk or a corporate email address, not a free email address. It will speed up the purchase process, thus PIN delivery. Otherwise, we may need you to confirm your Identity which may delay the PIN delivery.

5.3 When will I get the PIN(s) after a payment?

1) Online payment

For existing customers, it normally takes about 3 minutes; for new customers, normally it should take no more than 30 minutes after your credit has been checked by our system.

2) Offline payment

Bank transfer:
PIN(s) will be sent to your email address as soon as your payment reaches our Business Account.
Online or Telephone Banking: If you bank with Barclays, the payment will reach our Business Account next working day, or even the same day! For the others, the payment will be cleared within 4 working days.
Cash transfer: Cash transfer in Barclays will be cleared within the same day or the next working day.

Cheque payment:
If your order value is less than ?2, PIN(s) will be sent to your email address as soon as we receive your cheque. Post by Royal Mail usually takes 1-2 days within England.
If your order value is more than ?2, PIN(s) will be sent to your email address right after the cheque is cleared.

5.4 How will I get the receipt and PIN(s)?

You will receive an e-version receipt right after you placed an order, as we are dealing with Internet trading. For online payment, you will also receive an email from payment gateway to confirm your payment.

Your PINs will be emailed to you after we receive your payment.

1.Delivery Problem

1.1 I am a hotmail user and I paid online through online payment gateway, I also receive the confirmation email with subject "Thank you, you have paid", but I still did not get my phonecard detail
-- Please check your "Junk Mail" folder, it might be there; If you found it, mark it as "This is not a junk mail, and add it to save list"
-- In your hotmail webpage, go to options|Junk Mail Filter|, then select default;
-- If you still cannot work around, please email us: support@ukpioneer.com Or Fax: 0845 4569278
-- Next time in UKpioneer webpage, select My Account|Edit, change the email to something other than hotmail if possible.

1.2 I am NOT a hotmail user and I paid online through online payment gateway, but I still did not get ANY email from you.
-- Please make sure you have a valid email address;
-- Please make sure your email box is not full;
-- If you still cannot work around, please email us: support@ukpioneer.com Or Fax: 0845 4569278

1.3 I paid offline by transferring from my barclays bank account to UKPioneer bank account, and I wait for more than 1 days and I still did not get phonecard detail
-- Please make sure the bank transfer is successful;
-- Please make sure your email box is valid and not full;
-- please email us again referring your order number: support@ukpioneer.com Or Fax: 0845 4569278

1.4 I paid offline by transferring from my bank account (Not Barclays) to UKPioneer bank account, and I wait for days and I still did not get phonecard detail
-- Please make sure the bank transfer is successful;
-- Please make sure your email box is valid and not full;
-- It may take 1 - 4 days for the fund settled;
-- If after four days you still cannot get phonecard detail, please email us again referring your order number: support@ukpioneer.com Or Fax: 0845 4569278

1.5 I paid by a credit card or debit card online, this card is issued outside United Kingdom. I receive email with subject "Thank you, you've paid" and email with subject "Your order process at UKPioneer Store". But I did not receive the phonecard detail email
-- It may due to your entered your UK address in online payment gateway, instead of the payment card holder's address. Please email us again referring your order number: support@ukpioneer.com Or Fax: 0845 4569278

2. Rate, Connection or Sound Quality Problem

2.1 I tried many attempts to make call but still cannot get through, even worse, I have been charged with connection fee for these unsuccessfull phonecalls!
-- Please contact the customer service immediately, stating your difficulties to them and let them pay back your credit. The customer service phone number is in the phonecard detail email
2.2 I Cannot contact customer service for the phonecard I bought, meanwhile I still cannot make a successful phonecall!
-- Please email us referring your order number: support@ukpioneer.com Or Fax: 0845 4569278, We are always willing to help. Usually we will try contacting the phonecard customer service on your behalf in this scenario. It may take longer time, but we will let you know the result.
2.3 I did not make any phonecall these days, but my credit is lower than it should be.
-- Some phonecard may have so called "daily maintenance fee", please check products info and rate before buying. For further information, please ring the customer service of this type of phonecard, the phone number is in product info webpage.
-- If you are sure that there is no such charge at all, please ring customer service of this type of phonecard, the customer adviser will let you know the recent phonecalls on your card. The phone number of customer service is in your phonecard detail email.
2.4 I saw the rate is low, but when I make a phonecall, the credit lowering much faster than it should be
-- Most phonecard charges differently by 0845, 0800, 0207 or from a payphone. Some even charge differently if the destination is a mobile phone. We would suggest you chose the right card for your case to get the best rate. For more information, please refer to FAQ page.
2.5 I just bought a phonecard and try to make a phonecall, but I was told the PIN is invalid!
-- please email us again referring your order number: support@ukpioneer.com Or Fax: 0845 4569278
2.6 I bought Chitel 20 pounds phonecard , but I heard that my creedit is 20 dollars.
-- If you are not sure, please call Chitel customer service, they will clarify that the value is 20 pounds instead of 20 dollars.
2.7 The credit of the phonecard I bought goes down much quicker these days. But I did not change the way I dial.
-- Occasionally some card suppliers change their rate in the middle without prior notice. Please call its customer service, they will let you know the up-to-date rate.
2.8 The sound quality is so poor that I cannot continue the phonecall. Sometimes I could even hear that the other side cannot hear me.
-- Please call its customer service, speak straightly to them with your concern, they will usually let you know what's happened at that moment