CainDirect
BESPOKE COURIER & CONCIERGE · HEALTH LOGISTICS - INDEPENDENT MODEL · WHITE-GLOVE ON EVERY JOB · SAME-DAY FROM £42.50
RESOURCES · FAQ · CAINDIRECT
Frequently Asked Questions
Common questions about how CainDirect's bespoke courier and concierge service works, covering insurance, DBS, mileage, pricing, reserved time slots, and errand support. If your question is not answered here, call Andrew on 07795 504 739.
GENERAL QUESTIONS
Is CainDirect a standard courier service?
No. CainDirect is a bespoke same-day courier and concierge service personally operated by Andrew Cain and tailored to each client's specific requirements. Where a standard courier asks you to fit its process, CainDirect is arranged around yours. Every arrangement begins with a consultation before any work starts.
Is CainDirect insured for courier and errand work?
Yes. CainDirect carries comprehensive vehicle insurance including Hire and Reward cover, Goods in Transit insurance, and Public Liability insurance. Every job, courier or errand, is fully insured on every occasion.
Does Andrew hold a DBS check?
Yes. Andrew holds an Individual Basic DBS Check certificate relevant for clients in legal, healthcare, and property sectors where background verification of the operator is required.
Does CainDirect subcontract or use third-party drivers?
No. Every job is handled personally by Andrew Cain from collection to handover. No subcontracting, no driver pool, no shared vehicles. The same named person on every job, every time.
Does CainDirect use depots or sorting hubs?
No. All items travel directly on a same-day, point-to-point basis in a dedicated vehicle. Nothing passes through a depot or is handled by anyone other than Andrew.
How is CainDirect's service tailored to my business?
Every new client arrangement starts with a consultation, a conversation with Andrew to understand your business, your requirements, and how the service can be configured to support you most effectively. From there, collection times, handover preferences, recurring routes, and errand requirements are all agreed and built into the arrangement before any work begins.
What are CainDirect's standard operating hours?
Monday to Friday, 8am to 6pm, excluding Bank Holidays. Out-of-hours work is available, see the pricing section below for how this is charged.
Do you work on weekends?
Saturday work is available at out-of-hours rates. Sundays are protected where possible, however, Partnership and Partnership Plus clients with specific Sunday requirements are welcome to contact Andrew directly, and where availability allows, these will be accommodated. Sunday work, where accepted, is charged at out-of-hours rates.
How quickly can you respond to an urgent booking?
For Partnership and Partnership Plus clients with reserved time slots, collection can begin within the agreed window, often within the hour. For Standard Plan and ad-hoc bookings, response time depends on current availability and location. The best way to find out is to call or WhatsApp Andrew directly on 07795 504 739, if he's available, he'll confirm immediately. Calling is always faster than any other contact method for urgent requirements.
How far in advance do I need to book?
There is no minimum advance notice, same-day collection is often possible if you contact Andrew by mid-morning, subject to availability. For time-critical jobs - completion days, maintenance windows, or specific timed deliveries - booking the day before or early on the day is advisable. Partnership and Partnership Plus clients with reserved slots have guaranteed availability within their agreed window and do not need to book each time.
What vehicle does CainDirect use?
The standard operating vehicle is a car, with a load capacity of up to 1,200 litres and a maximum payload of 400kg - suitable for documents, keys, packages, parts, components, prescription items, and the majority of business consignments. For Partnership and Partnership Plus clients with larger or recurring requirements, a van is available offering up to 3,000 litres and 800kg capacity. CainDirect does not transport pallets, large freight, or bulky goods regardless of vehicle. If you are unsure whether your consignment is suitable, contact Andrew before booking.
Can you collect from a third-party address I haven't visited?
Yes. Collections from third-party addresses - suppliers, trade counters, other solicitors' offices, pharmacies, or any address you specify - are a standard part of the service. You do not need to have visited the address or have a contact there. Andrew will collect from the person and location you specify, confirm collection, and deliver to your destination. For healthcare collections, all relevant handover procedures are followed.
What happens if a delivery cannot be completed?
If a delivery cannot be completed - because the recipient is unavailable, access cannot be gained, or another issue arises - Andrew contacts you immediately. No item is ever left unattended. The next steps are agreed with you at that point: a return to you, a second attempt, or an alternative arrangement. You are kept informed throughout. This is not a situation where you find out after the fact from a failed delivery notification.
What happens if something goes wrong?
CainDirect carries full Goods in Transit and Public Liability insurance on every job. If an item is lost or damaged in transit, Andrew will notify you immediately and the claims process is handled directly - no call centres, no third-party claims handlers. Because every job is handled personally by a single named operator, there is always a clear account of what happened and when. For clients in legal, healthcare, or regulated sectors, this accountability is the starting point for any resolution rather than an obstacle to it. If a delivery cannot be completed for any reason, you are contacted immediately - nothing is left unattended and no decision is made without speaking to you first.
Is there a minimum job size?
Yes. A minimum of 5 loaded miles applies to every job. For Standard Plan customers, the minimum job cost is £50.75, the base charge of £42.50 plus 5 miles at £1.65 per mile.
Can I use CainDirect for a one-off delivery?
Yes. The Standard Plan is available for ad-hoc use with no ongoing commitment. Availability is subject to capacity, contact Andrew by phone or WhatsApp on 07795 504 739 to check and book.
Do you provide proof of delivery?
Yes. Proof of delivery is included on every courier job as standard - recipient name, date, and time. Documentation is available electronically. For health logistics jobs, delivery confirmation is also sent to the referring provider or pharmacy.
Does CainDirect transport pallets or large freight?
No. CainDirect does not transport pallets, large freight, or bulky goods. The service is built around smaller, high-importance consignments, documents, keys, parts, prescriptions, and sensitive materials. This focus is what makes the white-glove standard consistently achievable.
THE CONCIERGE ERRAND SERVICE
What does the concierge service include?
The concierge element covers operational errand support, tasks that sit alongside or extend beyond standard courier work. This includes multi-stop collections, supplier visits, urgent purchases, and scheduled recurring tasks. All errand work is handled to the same white-glove standard as courier jobs.
Who can access the concierge errand service?
Concierge errand support is available to Partnership and Partnership Plus clients only. Standard Plan clients have access to the bespoke courier service but not the errand element.
How does the concierge element work in practice?
Errand requirements are discussed as part of the initial consultation and built into the tailored service arrangement. For regular errands, these are scheduled in advance. For ad-hoc errand requests, Andrew is contacted directly, subject to availability.
HEALTH LOGISTICS
What is the Health Logistics service?
CainDirect provides prescription collection and delivery, clinical document transfer, and care home medication logistics for GP practices, care homes, pharmacies, and private patients across Lincolnshire, handled personally by Andrew, DBS checked, with proof of delivery and named recipient handover on every job. All health logistics work is billed under the Health Logistics pricing model, not as standard courier jobs.
What types of items does CainDirect transport under health logistics?
CainDirect transports sealed, dispensed, non-regulated prescription items and clinical documentation only. Controlled drugs (Schedule 2 and 3), temperature-controlled medications (including insulin and biologics), biological samples, and hazardous materials are not transported.
Do I need to be a courier client to use the Health Logistics service?
No. The Health Logistics model operates entirely independently of the courier plans. GP practices, care homes, and pharmacies can hold a Health Logistics Standard, Partnership, or Partnership Plus position with no courier arrangement required.
What are the Health Logistics plan options?
There are three Health Logistics plans. Standard: £8.00 per 15 minutes plus mileage, minimum job charge £24.00, no monthly minimum, ad hoc availability. Partnership: £7.00 per 15 minutes plus mileage, £120.00 monthly minimum, agreed weekly delivery slot, priority booking. Partnership Plus: £6.00 per 15 minutes plus mileage, £200.00 monthly minimum, multiple weekly slots, highest priority.
How is a simple prescription collection and delivery charged?
All health logistics work, including simple prescription deliveries, is billed under the Health Logistics pricing model. Time is charged at the applicable plan rate per 15 minutes, plus mileage. There is no base charge per job as there is with the courier service.
PRICING
Are CainDirect's plans subscription-free?
Yes. There are no monthly subscription fees. Partnership and Partnership Plus plans require a minimum monthly job commitment, but there is no separate subscription charge on top of that.
Am I eligible for Partnership pricing?
Partnership pricing is available to business clients with a minimum commitment of 4 jobs per month. Partnership Plus requires a minimum of 8 jobs per month. Usage is reviewed periodically and pricing adjusted if volumes change consistently.
How is mileage calculated?
Mileage is calculated using Google Maps from the collection address to the delivery address. Where multiple reasonable routes exist, the average distance is used. A minimum of 5 loaded miles applies to every job.
What is approach mileage?
Approach mileage is the distance from the nearest CainDirect Virtual Service Location (VSL) to your collection address, calculated via Google Maps. CainDirect operates from four core VSL's - Lincoln (LN5 8HG), Sleaford (NG34 7BB), Grantham (NG31 6NZ), and Newark-on-Trent (NG24 1HD) - with additional service locations across the wider area. The nearest VSL to your collection address is used as the origin. Where approach mileage is minimal or zero, it is not charged. Return mileage may also apply where the delivery address is remote from the nearest VSL - where it applies, it is confirmed at booking and charged at the same rate as approach mileage. All mileage confirmed at booking - no surprise charges.
How is out-of-hours courier work charged?
Out-of-hours mileage is charged at an uplifted rate: £1.85/mile (Standard), £1.75/mile (Partnership), £1.65/mile (Partnership Plus). This applies to all mileage for out-of-hours jobs including approach, loaded journey, and return.
RESERVED TIME SLOTS
What is a reserved time slot?
A reserved time slot guarantees Andrew's availability at an agreed collection time. Standard Plan customers can add a reserved slot for a £7.50 uplift. Partnership customers have slots included at no uplift. Partnership Plus clients receive multiple reserved slots per week.
What happens if I don't use a reserved time slot?
Reserved time slots operate on a use-it-or-lose-it basis. Unused slots cannot be carried forward, refunded, or exchanged, the charge remains payable. This is because the slot represents capacity held exclusively for your booking, which cannot be offered to another client.
PRIVACY AND DATA
Does CainDirect have a privacy policy?
Yes. CainDirect complies with UK GDPR and the Data Protection Act 2018. The full privacy policy is available at: caindirect.co.uk/resources/gdpr-privacy-policy
Does the website use cookies?
The CainDirect website uses analytical cookies via Google Analytics to understand how visitors use the site. A cookie consent notice is displayed on first visit, analytics cookies are only placed with your consent. No data is sold or used for advertising purposes.
Question not covered here? Call Andrew directly/
All enquiries handled personally - no call centres, no forms.
07795 504 739
andrew@caindirect.co.uk · caindirect.co.uk