Answers to common questions about CainDirect's services, availability, bookings, pricing and policies
General Questions
Is CainDirect insured for courier and errand work.
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Yes, CainDirect has comprehensive vehicle, Hire & Reward, Goods in Transit, and Public Liability insurance.
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Do you hold a basic DBS check certificate
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Yes, Andrew has an Individual Basic DBS Check certificate.
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Does CainDirect contract work out to third parties.
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No, CainDirect does not contract any work to third parties. All deliveries are handled by CainDirect and transported directly to the delivery location.
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Does CainDirect process customer items in sorting hubs
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No, CainDirect does not have or use sorting hubs. Items for delivery or collection are transported same day, direct, using a dedicated vehicle and driver.
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Is CainDirect part of a national courier company or franchise?
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No, CainDirect is an independent owner-operated business specialising in local and regional courier and errand support. Availability is carefully managed. Partnership and Partnership Plus plans are designed to provide priority access and predictable scheduling for regular clients.
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What happens if a delivery cannot be accepted or is refused.
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CainDirect will notify the sender if a delivery cannot be accepted or is refused at the point of delivery. CainDirect will endeavour to return delivery items to the pickup address the same-day. Return journey mileage will be charged at the standard mileage rate.
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How does priority work across CainDirect’s pricing plans?
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CainDirect operates on a capacity-managed, owner-operated basis, so availability is allocated by pricing tier. Standard bookings are accepted subject to availability and do not include guaranteed access unless a reserved collection time slot has been purchased and agreed. Partnership customers benefit from priority over Standard bookings and can secure guaranteed availability at agreed reserved collection time slots. Partnership Plus customers receive the highest priority, with multiple reserved collection time slots and advance scheduling, ensuring availability at agreed times. Outside of reserved collection time slots, all work remains subject to availability.
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What are CainDirect's standard operating hours?
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CainDirect's standard operating hours are Monday to Friday, excluding Bank Holidays, 8am to 6pm.
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What is approach mileage?
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Approach mileage refers to the travel required to reach the collection address before the delivery begins. In some cases, depending on the pickup location, an approach mileage charge may apply. Any approach mileage is confirmed at the time of booking so there are no surprises.
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Do you provide proof of delivery?
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Yes. Every courier job includes proof of delivery confirmation, including recipient name, date and time. Documentation can be provided electronically upon completion.
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Are jobs delivered directly?
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Yes. All same-day courier jobs are completed as dedicated, direct runs. Items are not taken to depots or transferred between drivers.
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Do you transport pallets, large freight or bulky goods?
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No. CainDirect is intentionally focused on secure reliable same day delivery of important and sensitive documents, keys and access items, critical parts and business essentials, and urgent small parcels.
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Pricing
Are CainDirect pricing plans subscription free?
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Yes, all CainDirect pricing plans are subscription free.
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Am I eligible for partnership pricing?
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Partnership pricing is available to regular clients placing an average of one or more jobs per week. Usage is reviewed periodically, and pricing may be adjusted if volumes change.
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​How is mileage calculated?
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Mileage is calculated using Google Maps from the pickup address to the delivery address. Where multiple reasonable route options exist, the average distance is used to ensure fair and consistent charging.
A minimum of 5 miles applies per job. Where applicable, approach mileage may be added and is calculated from the nearest CainDirect service location to the collection address. Any approach mileage is confirmed at the time of booking.
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How is approach mileage calculated?
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CainDirect operates across defined service areas rather than from a single public depot. Where approach mileage applies, it is calculated from the nearest CainDirect service location to the collection address. This ensures fair and consistent charging based on realistic positioning distance. Any applicable approach mileage is confirmed at the time of booking.
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I need a delivery / collection out of hours, how will this be charged?
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Out of hours courier jobs are charged at £1.50 per mile, for all miles travelled. This includes travel to the collection point, the loaded journey, and the return to the pickup location. All other plan charges and terms remain unchanged and apply.
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I need an out of hours errand, how will this be charged?
Out of hours errands are charged at an hourly rate of time and a half (1.5x) the standard Partnership or Partnership Plus plan rate. All other plan charges and terms remain unchanged and apply.
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How are 'Collect & Return' jobs charged?
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Collect & Return jobs are charged for the full round trip, including travel to the collection point and return to the requester’s address.
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Reserved Collection Times
Can I reserve a collection time?
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Yes. Customers using our Partnership and Partnership Plus plans can reserve collection times subject to availability at no extra charge. Customers using our Standard plan can reserve collection times subject to availability for a small uplift cost.
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How do I reserve a collection time?
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Customers using our standard plan can request a reserved collection time at the time of telephone booking, subject to availability. Partnership and Partnership Plus customers book reserved collection times during monthly account management meetings. They can also book additional reserved collection time jobs as and when required by telephone, subject to availability.
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How much does it cost to reserve a collection time?
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For customers using our standard plan a reserved collection time cost is calculated as the 'base charge' plus 'reserved collection time' uplift charge. Customer using Partnership and Partnership Plus plans, the cost is calculated as the 'base charge' charge only.
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I have reserved a collection time, but no longer need it ?
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All reserved collection times are allocated on a use-it-or-lose-it basis. If a reserved collection time is not used by the customer, it:
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cannot be carried forward,
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cannot be refunded
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cannot be exchanged for mileage, time or other services.
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Service Scope, Terms, and Policy
Do you have service scopes and where can I find them?
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Yes. Service scopes can be found here.
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​Do you have service terms and where can i find them?
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Yes. Service terms can be found here.
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Do you have a customer facing policy handbook and where can i find it?
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Yes. Our policy handbook can be found here.
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GDPR & Privacy
Do you have a privacy policy?
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CainDirect complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, our policy can be found here.
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​Does your website use cookies?
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No. We do not currently use cookies, however it is our future intention to use cookies for analytical and tracking purposes to improve web visitor experiences.
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