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, concierge and health logistics 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.
ABOUT CAINDIRECT
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.
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.
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.
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.
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 happens if an item is lost or damaged in transit?
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.
GETTING STARTED
What are CainDirect's standard operating hours?
Monday to Friday, 08:00 - 18:00, excluding Bank Holidays. Work outside these hours, including evenings, Saturday, and Sunday, is available by arrangement at out-of-hours rates. Contact Andrew in advance to confirm availability.
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 Time Slots have guaranteed availability within their agreed window and do not need to book each time.
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.
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.
SERVICES
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.
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.
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.
BOOKING TYPES
What is an open window booking?
An open window booking means you specify a collection period: morning, afternoon, or full day, and Andrew completes the job within that window when his schedule allows. No specific collection time is agreed or held exclusively. There is no uplift charge for an open window booking on any plan. If you need a guaranteed collection time, a Reserved Time Slot is the appropriate booking type.
What is a Reserved Time Slot?
A Reserved Time Slot guarantees Andrew's availability at an agreed collection time, no other bookings are accepted for that window. Standard Plan clients can add a Reserved Time Slot for a £7.50 uplift. Partnership and Partnership Plus clients have RTS included at no uplift, see below for how draw-down works.
How does the Reserved Time Slot work on Partnership and Partnership Plus plans?
RTS is included in your plan at no uplift, it gives you flexibility. When you need a specific collection time, you request it and Andrew holds that slot exclusively for you. RTS slots are drawn down as required rather than pre-allocated, and are subject to Andrew's availability at the time of request. For clients who need the certainty of a guaranteed recurring slot, the same time every week or fortnight, a Standing Arrangement provides that commitment from both sides. Both RTS and Standing Arrangements are included in Partnership and Partnership Plus plans at no additional charge.
What is a Standing Arrangement?
A Standing Arrangement is a formally agreed recurring Reserved Time Slot at a fixed cadence, weekly, fortnightly, monthly, or other. Where RTS gives you flexibility, a Standing Arrangement gives you certainty, Andrew commits to holding that slot at the agreed cadence regardless of demand on his schedule. Available to Partnership, Partnership Plus, HL Partnership, and HL Partnership Plus clients at no additional charge. The same use-it-or-lose-it terms apply to cancelled slots. For HL clients, one clinical cancellation per calendar month is permitted with no deduction, clinical cancellations do not count toward the surrender threshold. Standing Arrangements are confirmed in writing and can be amended or cancelled by either party with 30 days notice.
PRICING
Is there a minimum job size?
Yes. A minimum of 5 loaded miles applies to every courier job. The minimum job cost varies by plan: £50.75 on the Standard Plan, £45.25 on Partnership, and £40.25 on Partnership Plus. For the concierge errand service, a minimum of 60 minutes applies: £38.00 on Partnership and £33.00 on Partnership Plus. For Health Logistics, the minimum job time charge is £24.00 on the Standard Plan (3 × 15 minutes at £8.00 per unit), plus mileage. HL Partnership and Partnership Plus clients have no per-job minimum floor, jobs are billed in 15-minute increments from a single unit (£7.00 on Partnership, £6.00 on Partnership Plus), with an overall monthly minimum of £112.00 and £192.00 respectively in time charges.
How is mileage calculated?
All mileage is calculated using Google Maps. 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 VSLs: 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 service location, where it applies, it is confirmed at booking and charged at the same rate as approach mileage.
How is a collect and return job charged?
Full round-trip mileage is charged from Andrew's approach to the collection address, through the loaded return journey, at your standard loaded mileage rate. Proof of delivery is provided on return handover where a formal recipient handover is required. Mileage is confirmed at booking before any work begins. Contact Andrew to confirm the route and mileage before booking.
How is out-of-hours work charged?
Out-of-hours rates apply to any work outside Monday to Friday 08:00–18:00, including evenings, Saturday, and Sunday. OOH availability must be confirmed with Andrew in advance. For courier jobs, OOH mileage rates apply to all mileage, approach, loaded, and return, at a single rate per plan tier: Standard £1.85/mile, Partnership £1.75/mile, Partnership Plus £1.65/mile. There is no OOH time uplift for courier jobs, the base charge is unchanged. For Health Logistics and Concierge Errand jobs, time is charged at 1.5× the applicable plan rate and VSL-to-VSL time billing applies. OOH mileage rates apply to all mileage on OOH HL and errand jobs. See the Policy Handbook for full details.
PLANS AND COMMITMENT
Am I eligible for Partnership pricing?
Partnership pricing is available to business clients with regular, predictable requirements across the courier, concierge, or health logistics services.
Courier Partnership requires a minimum commitment of 4 jobs per month, a base commitment of £150.00 per month (4 × £37.50), with mileage charged additionally. Courier Partnership Plus requires a minimum of 8 jobs per month, a base commitment of £264.00 per month (8 × £33.00), with mileage charged additionally.
Health Logistics Partnership requires a monthly minimum of £112.00 in time charges. Health Logistics Partnership Plus requires a monthly minimum of £192.00 in time charges. Mileage is charged additionally on both.
Courier and Health Logistics plans are independent, a client can hold a Partnership tier on one without holding any plan on the other.
Are CainDirect's plans subscription free?
Yes. There are no subscription fees. Partnership and Partnership Plus plans have a monthly minimum commitment, this covers a set number of jobs rather than a subscription charge.
What happens to unused jobs in my monthly allocation?
Cancelled jobs count against the monthly allocation under the use-it-or-lose-it policy, no cancellation charge applies. Unbooked jobs expire at month end, no refund, no credit, no carry-over. The same applies to HL Partnership and Plus, unused time within the monthly minimum is lost at month end. Standard Plan clients have no allocation, the cancellation or failed collection policy applies as appropriate. Full details in the Policy Handbook.
Can I exit a Partnership arrangement?
Yes. There is no long-term contract. Partnership and Partnership Plus arrangements, for both courier and Health Logistics, continue on a rolling monthly basis. To exit, 30 days written notice is required, effective from the start of the next full billing month following the notice period. The monthly commitment for the notice month is due in full, giving notice part-way through a billing month does not result in a refund of that month's commitment.
BILLING
How does billing work on the Standard Plan?
Billing is split into two stages. At booking: base charge (42.50) plus a minimum of 5 loaded miles (minimum job cost £50.75, approach mileage, additional loaded mileage where the delivery address is known, return mileage where applicable, and RTS uplift where booked. On completion: waiting time beyond the first free 15 minutes, operational expenses, and any additional mileage. On-completion charges invoiced within 24 hours and due within 7 days. Health Logistics Standard follows the same two-stage structure, at booking: minimum job time charge (£24.00), approach mileage, and RTS uplift (£7.50, where booked). On completion: any time above the minimum in 15-minute increments, loaded mileage, return mileage, and operational expenses. Full details in the Policy Handbook.
How does billing work on Partnership and Partnership Plus plans?
Monthly base commitment invoiced in advance: £150.00 (Partnership, 4 jobs) or £264.00 (Partnership Plus, 8 jobs). Approach mileage confirmed at booking and billed at month end along with all other mileage charges. Concierge Errands are billed separately: minimum time charge at booking, balance at month end. HL Partnership and Plus: monthly time commitment invoiced in advance (£112.00 / £192.00), approach mileage confirmed at booking, all mileage and excess time charges billed at month end. All month-end invoices due within 7 days. Full details in the Policy Handbook.
How does billing work for Reserved Capacity
The reservation fee covers all time within the period, no base charge and no errand time charge applies to any work completed during a Reserved Capacity block. Mileage is charged additionally at your plan's approach and loaded rates. The reservation fee is invoiced at booking and due on receipt. Mileage and operational expenses are consolidated with the monthly invoice at month end. Jobs completed during the reserved period do not count against the monthly minimum, the RC period sits outside the monthly commitment. Cancellation: no charge with more than 24 hours notice; 50% of the reservation fee with 2 to 24 hours notice (Half-day: £60.00 / Full day: £100.00); full fee with less than 2 hours notice (Half-day: £120.00 / Full day: £200.00).
CANCELLATION
What is the cancellation policy?
CainDirect operates two cancellation frameworks depending on plan tier. For Partnership and Partnership Plus clients, a cancelled job counts against your monthly commitment for all booking types (open window, Reserved Time Slot, and Standing Arrangement), the commitment stands regardless of whether the job is completed. No additional cancellation charge applies. This is the use-it-or-lose-it principle. Standing Arrangement cancellations follow the same UITL terms. Where a standing slot is cancelled on three or more occasions within any rolling 12-week period, the arrangement may be surrendered, see the Policy Handbook for the full Standing Arrangements policy. For Standard Plan courier clients, cancellation charges apply by notice period: more than 24 hours, no charge; 2 to 24 hours - £25.00; less than 2 hours - £40.00. Where a Reserved Time Slot has been booked, the £7.50 uplift is retained on cancellations with more than 24 hours notice and returned on cancellations at shorter notice tiers. For HL Standard clients, cancellation charges are: more than 24 hours - no charge; 2 to 24 hours - £12.50; less than 2 hours - £20.00. RTS uplift treatment is the same as courier Standard. Reserved Capacity has its own cancellation framework: more than 24 hours - no charge; 2 to 24 hours - 50% of the reservation fee; less than 2 hours - full reservation fee. Health Logistics Partnership and Plus clients follow the use-it-or-lose-it policy, a cancelled or unused job results in a deduction of 3 × 15-minute units from the monthly minimum (Partnership: £21.00; Partnership Plus: £18.00). One free clinical cancellation per calendar month applies with no deduction. Full details are in the Policy Handbook.
RESERVED CAPACITY
What is Reserved Capacity and how does it work?
Reserved Capacity allows you to book Andrew's exclusive availability for a half-day (£120.00) or full day (£200.00), plus mileage at your plan rates. During a Reserved Capacity period no other bookings are accepted, your requirements take full priority. The reservation fee covers all time within the period, no base charge and no errand time charge applies to any work completed. Mileage is charged at your plan's approach and loaded rates. Reserved Capacity is available to Partnership and Partnership Plus clients, booked directly with Andrew. Cancellation: no charge with more than 24 hours notice; 50% of the fee (Half-day: £60.00 / Full day: £100.00) with 2 to 24 hours notice; full fee with less than 2 hours notice.
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 time charge £24.00 (plus mileage), no monthly minimum, ad hoc availability. Partnership: £7.00 per 15 minutes plus mileage, £112.00 monthly minimum in time charges, minimum billing increment 15 minutes, weekly Reserved Time Slot, priority booking. Partnership Plus: £6.00 per 15 minutes plus mileage, £192.00 monthly minimum in time charges, minimum billing increment 15 minutes, multiple weekly Reserved Time Slots, highest priority. Mileage charges apply to all three plans, approach, loaded, and return mileage where applicable, confirmed at the point of booking.
Why are Health Logistics minimums expressed in pounds rather than job count?
It means your monthly commitment reflects actual time spent, not the number of visits. A care home with frequent short deliveries and occasional longer sessions pays for what is used, there is no risk of hitting a job count minimum on short runs while longer sessions go uncounted.
How is a simple prescription collection and delivery charged?
All health logistics work is billed under the Health Logistics pricing model, there is no base charge per job as there is with the courier service. Time is billed from arrival at the collection point to handover at the delivery address, in 15-minute increments at the applicable plan rate. There is no free waiting threshold, time runs from arrival regardless of whether items are immediately ready. For HL Standard clients, a minimum job time charge of £24.00 (3 × 15 minutes at £8.00) applies, plus approach mileage, loaded mileage, and return mileage. For HL Partnership and Plus clients, jobs are billed from the first 15-minute unit, no per-job minimum floor. All mileage is charged additionally at the applicable plan rate.
PROBLEMS AND ISSUES
What happens if I am not ready for collection when Andrew arrives?
For courier jobs: the first 15 minutes at the collection address are included free of charge. Waiting beyond 15 minutes is charged at £7.50 per 15-minute block. Standard Plan clients have a maximum waiting period of 30 minutes, at that point Andrew will contact you to confirm the job is logged as a failed collection. Partnership and Partnership Plus clients benefit from the same 30-minute threshold, but Andrew may exercise discretion to extend up to 60 minutes where schedule capacity allows, a failed collection counts against the monthly minimum under the use-it-or-lose-it policy. Full details of the failed collection policy are in the Policy Handbook. For Health Logistics jobs: time is billed from arrival at the collection point regardless of whether items are immediately ready, there is no free waiting threshold. Andrew will wait up to 30 minutes across all HL plans. At 30 minutes Andrew will contact you, for HL Standard clients this is the hard stop and the job is logged as a failed collection. For HL Partnership and Partnership Plus clients, Andrew may extend beyond 30 minutes at his discretion where schedule permits, up to a maximum of 60 minutes. A failed collection results in a UITL deduction (£21.00 Partnership / £18.00 Partnership Plus). See the Policy Handbook for the full Health Logistics failed collection policy.
What happens if Andrew arrives for a job and the client no longer needs him?
If the client no longer needs the job after Andrew has departed but before he arrives, this is treated as an under 2-hour cancellation, the standard cancellation charge applies (Standard Plan: £40.00; Partnership and Partnership Plus: job counts against the monthly minimum under the use-it-or-lose-it policy).
If Andrew has already arrived at the collection address, the job is treated as a failed collection regardless of the reason, whether items are not ready, the requirement has changed, or the job is no longer needed. The cancellation policy does not apply. Standard Plan clients: base charge, approach mileage, return mileage, and one waiting block are due. Partnership and Partnership Plus clients: job counts against the monthly minimum under UITL; approach mileage and any waiting time billed at month end. HL clients: minimum job time charge (Standard) or UITL deduction (Partnership/Plus) plus approach and return mileage. Full details are in the Policy Handbook.
What happens if a delivery cannot be completed?
CainDirect delivers to businesses, organisations, and healthcare organisations within standard operating hours. Andrew will wait up to 15 minutes at the delivery address. At 15 minutes, or immediately where access is clearly impossible, items are returned to the collection address and the client is contacted to advise. If the client wishes to reattempt delivery, that is a new booking at the applicable plan rate. For Partnership/Plus clients, a rescheduled delivery counts against the monthly minimum. A timestamped failed delivery record is produced on every job. For Health Logistics deliveries, the agreed clinical handover procedure established at consultation is followed, nothing is left unattended and the referring pharmacy or practice is contacted immediately. Full details are in the Policy Handbook.
What happens if the errand task cannot proceed on arrival or during the task?
If Andrew arrives for an errand and the task cannot proceed, access is denied, the required contact is unavailable, or the task cannot be completed safely or within the spirit of the service, he will contact you immediately. Time is billed to the point at which he determines the task cannot proceed, subject to the minimum errand time charge. The cancellation policy does not apply, this is an abandoned errand, not a cancellation. Where the task can be rescheduled, a new booking is required at the applicable plan rate. Full details are in the Policy Handbook.
What happens if CainDirect is unable to fulfil a booking?
In the event that Andrew is unable to fulfil a committed booking due to illness, emergency, or circumstances beyond his control, affected clients will be notified as soon as possible. Where a Reserved Capacity block or Reserved Time Slot cannot be fulfilled due to circumstances within CainDirect's control, the reservation fee or relevant charge will be refunded or credited in full. Where service unavailability affects a Partnership or Partnership Plus client's monthly minimum commitment, the affected period will be discussed directly, resolution may include a credit, deferral, or pro-rata adjustment.
How do I raise a concern or complaint?
Contact Andrew directly by phone on 07795 504 739 or by email at andrew@caindirect.co.uk. Andrew will acknowledge within 2 working days and aim to resolve within 5 working days. Where a concern relates to a specific job, the proof of delivery and billing records will be reviewed. Any billing dispute will be handled with the disputed amount held pending resolution.
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