1.  Service Model

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CainDirect is a bespoke, owner-operated, capacity-managed same-day courier and concierge service for Lincolnshire businesses and healthcare providers. All services are carried out personally by Andrew Cain - from collection through to final handover. Every client arrangement is tailored to the client's specific requirements through an initial consultation before work begins. No depot, no driver pool, no subcontracting. Every job handled by one named person.

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2.  Core Services

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CainDirect provides: bespoke same-day courier services; concierge errand and operational task support (Partnership and Partnership Plus clients only); Health Logistics services (prescription management, clinical documentation delivery, and care home medication logistics - available under a separate, independent Health Logistics plan); scheduled and recurring collections; last-mile and partner delivery support. All services are delivered on a direct, non-networked, dedicated basis.

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3.  Pricing Plans Overview

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CainDirect operates two independent pricing models. Courier & Concierge: three plans - Standard (ad-hoc, pay-per-job, no minimum commitment); Partnership (regular use, minimum 4 jobs per month, priority access and reserved slots included); Partnership Plus (scheduled, minimum 8 jobs per month, highest priority, multiple reserved slots, full concierge service). Health Logistics: three plans - Standard (£8.00/15 min, no minimum); Partnership (£7.00/15 min, £120.00/month minimum); Partnership Plus (£6.00/15 min, £200.00/month minimum). The two models operate independently - a client may hold a position on one or both. Full pricing in the Service Terms.

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4.  Availability and Priority Policy

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All services are subject to availability. Where demand exceeds capacity, priority order is: Partnership Plus (highest priority), Partnership, Standard. Guaranteed availability applies only within agreed reserved time slots. CainDirect manages capacity to ensure that all existing client commitments are honoured before additional capacity is offered to new clients.

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5.  Reserved Time Slots Policy

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Reserved time slots guarantee Andrew's availability at an agreed collection time. Standard Plan: optional, £7.50 uplift per job. Partnership: one reserved slot included per job at no uplift. Partnership Plus: multiple reserved slots per week included. All reserved slots operate on a use-it-or-lose-it basis - unused slots cannot be carried forward, refunded, or exchanged. The charge remains payable because the slot represents capacity held exclusively for the client's booking.

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6.  Reserved Capacity Policy

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Reserved capacity is available to courier and concierge errand clients only. Health logistics clients with regular requirements are served through the scheduled slot arrangements within the Health Logistics Partnership and Partnership Plus plans, which are designed specifically for that purpose.

Reserved capacity is available in two forms: a Half-Day Block (£85.00 reservation fee, 4 hours) or a Full Dedicated Day (£295.00 plus mileage at the Partnership rate for standard bookings; £265.00 plus mileage at Partnership Plus rate for recurring arrangements). During a reserved capacity period, Andrew is exclusively available to the booking client for the defined period - no other clients are served, and no other jobs are accepted. Mileage for work carried out during a reserved capacity period is charged at the client's plan rate on top of the reservation fee. Cancellation policy: 72 hours or more before the reserved period - no charge; 24 to 72 hours before - 50% of the reservation fee; under 24 hours - full reservation fee payable.

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7.  Minimum Commitments and Use-It-Or-Lose-It Policy

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Partnership and Partnership Plus minimum monthly commitments are billed in full in advance, non-refundable, and subject to a use-it-or-lose-it policy. There is no long-term contract. Clients may opt out of Partnership or Partnership Plus with reasonable notice, effective from the start of the next billing month. Giving notice during a billing month does not result in a refund of that month's commitment charge.

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8.  Service Area Operating Model

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CainDirect operates on a service area basis rather than from a fixed public depot. The primary service area covers Lincolnshire and surrounding areas within approximately 35 miles of Lincoln. Regional routes extend to approximately 50 miles via the A1, A46, A15, and A17 corridors. This model enables responsive local coverage, consistent pricing, and the local knowledge that underpins a genuine concierge-level service. Work outside the standard area may be accommodated by arrangement - confirm with Andrew at booking.

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9.  Virtual Service Locations

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CainDirect operates from a set of Virtual Service Locations (VSLs) across the operating area. These are physical locations - supermarkets and retail parks - that serve as defined reference points for the calculation of approach and return mileage on all courier, errand, and health logistics jobs. Approach mileage is calculated from the nearest VSL to the collection address. Return mileage may apply where the delivery or task completion address is remote from the nearest VSL - where it applies, it is confirmed at the point of booking; where return mileage is minimal or zero, it is not charged.

The four core VSLs are published on CainDirect public-facing documents and verified as reference points for clients in the primary operating area:

• Lincoln - LN5 8HG
• Sleaford - NG34 7BB
• Grantham - NG31 6NZ
• Newark-on-Trent - NG24 1HD

 

Additional VSLs may be established over time to support specific client requirements or new operating areas. Mileage is calculated via Google Maps using the VSL postcode as the origin or destination point. The nearest VSL to any given collection or delivery address is used. All approach and return mileage is confirmed at the point of booking.

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10.  Mileage Policy

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Mileage is calculated from the collection address to the delivery address via Google Maps at the time of booking. Where multiple reasonable routes exist, the average distance is used. Loaded mileage rates: Standard £1.65/mile, Partnership £1.55/mile, Partnership Plus £1.45/mile. A minimum of 5 loaded miles applies to every job. Mileage charges are always confirmed before work begins - no surprise charges on completion.

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11.  Approach Mileage Policy

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Approach mileage is the distance from the nearest Virtual Service Location (VSL) to the collection address, calculated via Google Maps using the VSL postcode as the origin. It is charged at the plan approach rate: Standard £0.85/mile, Partnership £0.80/mile, Partnership Plus £0.75/mile. Approach mileage is always confirmed at the point of booking - no surprise charges. Where approach mileage is minimal or zero, it is not charged. VSL reference postcodes are maintained in Section 9 of this Handbook.

Return mileage may apply where the delivery or task completion address is remote from the nearest VSL. Where it applies, it is charged at the same plan approach rate and confirmed at the point of booking. Where return mileage is minimal or zero, it is not charged.

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12.  Collect and Return Jobs

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Where a job requires collection of an item and return to the same or a different address, the full round-trip mileage is charged - including travel to the collection point and return to the requester's address. Proof of delivery is provided on return handover where the return involves a formal recipient handover. The collect-and-return rate is the standard loaded mileage rate for the client's plan.

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13.  Out-of-Hours Policy

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Standard operating hours are Monday to Friday, 8am to 6pm, excluding Bank Holidays. Out-of-hours work is available at uplifted rates. Courier jobs out-of-hours: all mileage (approach, loaded, and return) charged at the out-of-hours rate - Standard £1.85/mile, Partnership £1.75/mile, Partnership Plus £1.65/mile. Concierge errand jobs out-of-hours: all time (approach, job, and return) charged at 1.5× the standard hourly rate; all mileage (approach, loaded, and return) at the out-of-hours rate. Health logistics jobs out-of-hours: all time (approach, job, and return) charged at 1.5× the applicable plan rate; all mileage (approach, loaded, and return) at the out-of-hours rate - Standard £1.85/mile, Partnership £1.75/mile, Partnership Plus £1.65/mile. Out-of-hours periods are confirmed with Andrew at booking.

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14.  Time and Waiting Policy

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For concierge errand jobs, time is billed from departure from the nearest VSL to return to the nearest VSL on completion - covering approach travel, all task time including travel during the task, and return travel. This includes delays caused by third parties and waiting time where Andrew is required to wait at a location during a task. A minimum of 60 minutes applies to every errand booking. Beyond the 60-minute minimum, time is billed in 15-minute increments rounded up to the next 15-minute unit.

For courier jobs, the first 15 minutes of waiting time at the collection address (during loading or collection preparation) is included free of charge. Waiting beyond 15 minutes is charged at £7.50 per 15 minutes, rounded up to the next 15-minute unit.

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15.  Billing and Payment Policy

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Standard Plan: payment on completion of each job by invoice. Partnership and Partnership Plus: minimum monthly commitment billed in advance at the start of the billing month; mileage and additional charges billed monthly in arrears; end-of-month invoices due within 7 days of issue. All unused commitments are non-refundable. CainDirect reserves the right to suspend service where invoices remain unpaid beyond the due date.

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16.  Concierge Errand Policy

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The concierge errand service is available to Partnership and Partnership Plus clients only. All errand tasks must be clearly defined, legal, reasonable in scope, and within the agreed service area. Tasks must not require specialist qualifications, licences, or regulated activities. CainDirect may decline tasks that are unsafe, impractical, outside scope, or that conflict with CainDirect's operating policies. No personal or domestic errands. No overnight services. Third-party expenses (parking, purchases, tolls) are charged at cost, itemised, and agreed in advance where possible.

Errand time is billed from departure from the nearest VSL (or current location if already on a job) through all task time including travel during the task, to return to the nearest VSL on completion. Errand mileage is billed on the same basis: approach from nearest VSL to the task start point, all mileage during the task, and return mileage to the nearest VSL. All errand time and mileage is confirmed with the client before work begins.

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17.  Expenses Policy

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Where a job requires the incurrence of third-party costs - parking charges, road tolls, congestion charges, or purchases made on behalf of the client - these are charged at cost and itemised separately on the invoice. CainDirect will confirm significant expense items with the client before incurring them where possible. Receipts are available on request.

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18.  Last Mile & Local Delivery Support Policy

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CainDirect provides last mile and local delivery support to logistics partners, fulfilment operations, and businesses requiring white-glove final-mile delivery for high-value, sensitive, or time-critical customer orders. This service is available under the standard courier pricing model - Standard, Partnership, or Partnership Plus - and is subject to the same operating conditions, mileage policies, and service standards that apply across all CainDirect courier services.

Scope: Last mile and local delivery support covers the final delivery leg from a specified collection point - a warehouse, fulfilment centre, depot, or business address - to the end recipient. CainDirect does not operate as a network subcontractor or volume last-mile provider. Each last mile arrangement is bespoke and agreed in advance. Minimum job and mileage thresholds apply as per the applicable courier plan.

Eligibility: Last mile and local delivery support is available to logistics partners and businesses operating within CainDirect's core service area. Arrangements involving regular or recurring last mile requirements are best suited to Partnership or Partnership Plus clients. Ad-hoc last mile jobs are available on the Standard Plan subject to availability.

Delivery standards: All last mile deliveries are conducted to the same white-glove standard as all CainDirect courier jobs - dedicated vehicle, named operator, professional presentation at the recipient's address, and timestamped proof of delivery on every job. Named recipient handover is standard. Items are not left unattended.

Items not accepted: Pallets, large freight, and bulky goods are not transported under the last mile service. Consignments must fall within the standard vehicle capacity limits. High-value or fragile items requiring specialist handling should be discussed with Andrew before booking.

Partnership arrangements: Logistics partners and businesses with regular last mile requirements should discuss a Partnership or Partnership Plus arrangement. A dedicated consultation will establish collection preferences, recipient handover requirements, proof of delivery format, and any client-specific procedures required by the commissioning partner.

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19.  Health Logistics Policy

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Health Logistics services are available under a separate, independent pricing model - Health Logistics Standard, Partnership, or Partnership Plus. No courier plan is required to access health logistics services. All health logistics work, including simple prescription collection and delivery, is billed under the Health Logistics model. Time is charged from point of collection to confirmed handover. Mileage is charged from collection to delivery address. No base charge and no approach charge apply to health logistics jobs. Minimum billing unit: 15 minutes. Minimum job charge on the Standard plan: £24.00 (3 × 15 minutes).

Items transported: sealed, dispensed, non-regulated prescription items and clinical documentation only. Controlled drugs (Schedule 2 and 3), temperature-controlled medications, biological samples, and hazardous materials are not transported under any circumstances.

Handover: all health logistics deliveries are made to the named patient or an authorised representative only. No unattended deliveries. Care home and clinical setting entry procedures are followed as required by the receiving organisation. Proof of delivery is provided on every job.

Monthly minimums (Partnership and Partnership Plus): expressed in monetary value and billed in advance. Unused time within the minimum commitment is non-refundable. Clients may hold a Health Logistics plan alongside a courier plan or independently of one.

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20.  General Operating Conditions

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All CainDirect services are delivered by a single dedicated operator. Completion times are best-effort and subject to traffic, access, and third-party delays outside CainDirect's control. CainDirect carries full Goods in Transit and Public Liability insurance. CainDirect does not provide: overnight or next-day delivery; personal or domestic errand services; network parcel distribution; subcontracted courier services; depot handling or shared-load consolidation; transport of pallets, large freight, or bulky goods; transport of controlled drugs, temperature-controlled medications, or hazardous materials.

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