CainDirect Policy Handbook
(Operational & Customer-Facing Reference)
1. Service Model
CainDirect is an owner operated, capacity managed local courier and business support service. All services are carried out personally by a single dedicated operator from collection through to final handover.
All courier jobs are completed as dedicated, direct point to point deliveries. CainDirect does not use depots, shared loads, subcontracted drivers or multi-driver handovers.
Proof of delivery documentation (recipient name, date and time) is provided on completion of every courier job.
CainDirect provides same day services only and does not offer overnight or next-day delivery.
All services are subject to availability.
2. Core Services
CainDirect provides the following business services:
-
Same day local courier services
-
Business errands and executive support
-
Scheduled and recurring collections or routes
-
Last mile and partner delivery support
All services are delivered on a direct, non-networked basis, without depots, subcontracted drivers or load consolidation.
Courier services include proof of delivery documentation on completion.
3. Pricing Plans Overview
CainDirect operates three pricing tiers:
-
Standard (ad-hoc)
-
Partnership
-
Partnership Plus
Each tier reflects differences in priority, predictability and billing structure, not differences in service quality, handling standards or accountability.
All plans operate under the same dedicated, direct delivery model.
4. Availability & Priority Policy
-
All services across all plans are subject to availability
-
Priority is allocated by plan:
-
Standard: Subject to availability
-
Partnership: Priority over Standard, with access to reserved time slots
-
Partnership Plus: Highest priority, with reserved time slots included
-
Guaranteed availability applies only within agreed reserved time slots.
CainDirect does not offer reserved capacity or exclusive vehicle allocation.
5. Reserved Time Slots Policy
Reserved time slots guarantee availability at an agreed collection time window.
Reserved time slots are available under:
-
Standard (optional, per job)
-
Partnership
-
Partnership Plus
Reserved time slots operate on a use-it-or-lose-it basis and:
-
Cannot be carried forward
-
Cannot be refunded
-
Cannot be exchanged
Reserved time slots secure availability only and do not guarantee delivery distance, duration or exclusivity beyond the agreed booking.
Unused reserved time slots remain chargeable in full.
6. Use-It-Or-Lose-It (Minimum Commitments)
Unused reserved time slots or unused jobs do not reduce charges.
Under Partnership and Partnership Plus plans, the minimum monthly commitment is:
-
Billed in full in advance
-
Non refundable
-
Non transferable
-
Subject to a use it or lose it policy
The only commitment is the advance payment of the agreed minimum allocation. There is no long term contract.
7. Service Area Operating Model
CainDirect operates on a service area basis rather than from a single fixed public depot or branch address. Services are provided across defined operating areas within Lincolnshire and surrounding locations.
Reference service postcodes are internal operational points and are not publicly published.
This model allows CainDirect to deliver responsive local coverage while maintaining consistent pricing, positioning fairness and controlled availability.
8. Mileage Policy
Standard Mileage
-
Mileage is normally calculated from pickup address to delivery address
-
Mileage is charged at £1.50 per mile
-
Minimum mileage charged: 5 miles
-
No included miles apply
Mileage Calculation Method
-
Mileage is calculated using Google Maps
-
Where multiple reasonable routes exist, the average distance is used
All mileage associated with a courier job is chargeable in accordance with this policy.
9. Approach Mileage Policy
In some cases, travel is required to reach the pickup location before the loaded journey begins.
Where applicable, an approach mileage charge may apply.
-
Approach mileage is calculated from the nearest CainDirect internal service location to the collection address
-
Approach mileage is charged at £0.75 per mile where applicable
-
Any approach mileage charge is confirmed at the time of booking
This approach ensures fair and consistent charging based on realistic positioning distance.
10. Collect-and-Return Jobs
Collect-and-return jobs are charged at full round-trip mileage.
This applies whether the vehicle travels:
-
Empty to the collection address, or
-
Loaded on both legs
Mileage covers travel to the collection point and return to the requester’s address.
Proof of delivery documentation is provided upon return handover where applicable.
11. Out-of-Hours Policy
Courier Services
For out of hours courier work, all mileage is chargeable at £1.50 per mile.
This includes:
-
Approach mileage
-
Loaded journey
-
Return travel to the pickup location or nearest CainDirect internal service location.
Business Errands
Out of hours errands are charged at time and a half (1.5×) of the standard hourly rate.
All Mileage is chargeable at £1.50 per mile.
This includes:
-
Approach mileage
-
All travel mileage to complete the task
-
Return travel to the nearest CainDirect internal service location.
Expenses are charged in addition.
Out of hours periods are defined at booking confirmation.
12. Time & Waiting Policy
Time is measured from arrival/start of task until completion.
Time may include:
-
Travel required to complete the task
-
Delays encountered
-
Waiting time
Time and mileage are recorded transparently in accordance with CainDirect pricing policy.
13. Billing & Payment Policy
Standard Plan
-
Standard jobs are payable immediately on completion unless otherwise agreed.
-
Where a reserved time slot is booked:
-
Base charge (£35) + reserved time slot uplift (£5) is billed immediately
-
Remaining charges are payable on completion
-
-
Unused reserved time slots remain chargeable in full
Partnership Plan
-
Minimum commitment: 4 jobs per month
-
Minimum commitment is billed in full in advance
-
Payment is due immediately
-
Mileage and additional charges are billed monthly in arrears
There is no long term contract.
Customers may opt out at any time with reasonable notice, with changes taking effect from the next billing month.
Minimum commitment is subject to a use it or lose it policy.
Partnership Plus Plan
-
Minimum commitment: 8 jobs per month
-
Minimum commitment is billed in full in advance
-
Payment is due immediately
-
Mileage and additional charges are billed monthly in arrears
There is no long term contract.
Customers may opt out at any time with reasonable notice, with changes taking effect from the next billing month.
Minimum commitment is subject to a use it or lose it policy.
14. Business Errands Policy
Errands are available only to Partnership and Partnership Plus customers.
Errands are business related tasks only.
Tasks must be:
-
Clearly defined
-
Legal and reasonable in scope
-
Local to the agreed service area
Mileage is charged for all miles travelled in connection with the task, including approach, travel between locations and return travel where applicable.
CainDirect reserves the right to decline tasks that are unsafe, impractical or outside scope.
15. Expenses Policy
Parking, tolls, congestion charges and third-party costs are chargeable at cost.
All expenses are itemised on invoices.
16. Data Protection & Privacy (Summary)
CainDirect collects personal data only where necessary to operate the business.
Data may be collected via:
-
Website contact forms
-
Email enquiries
-
Phone enquiries
Data is not sold or used for unsolicited marketing.
Full details are set out in CainDirect’s Privacy Policy.
17. General Operating Conditions
All services are delivered by a single dedicated operator.
Completion times are best effort and may be affected by:
-
Traffic
-
Weather
-
Third-party delays
CainDirect does not provide:
-
Overnight services
-
Next day services
-
Personal or domestic errands
-
Network parcel distribution
-
Subcontracted courier services
All courier jobs are completed as direct, dedicated deliveries.