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7. Cancellation

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CainDirect operates two cancellation frameworks depending on plan tier — a charge-based model for Standard Plan and pay-per-job services, and a use-it-or-lose-it model for Partnership and Partnership Plus commitment-based plans. See section 8 for the full UITL policy.
 

Standard Plan — Courier

— More than 24 hours: no charge. RTS uplift retained where booked.
— 2 to 24 hours: £25.00 cancellation charge. RTS uplift returned.
— Under 2 hours: £40.00 cancellation charge. RTS uplift returned.
 

Standard Plan — Health Logistics

— More than 24 hours: no charge. RTS uplift retained where booked.
— 2 to 24 hours: £12.50 cancellation charge. RTS uplift returned.
— Under 2 hours: £20.00 cancellation charge. RTS uplift returned.
 

Partnership and Partnership Plus — Courier and HL

No cancellation charge. A cancelled booking counts against the monthly minimum under the use-it-or-lose-it policy regardless of notice period. See section 8.

For HL Partnership and Partnership Plus clients, one free clinical cancellation per calendar month applies — no deduction is made where a booking is cancelled for a verified clinical reason. From the second clinical cancellation in the same calendar month, the standard UITL deduction applies.
 

Concierge Errand

Cancellation charges apply by notice period — errand cancellations are not covered by UITL:
— More than 24 hours: no charge.
— 2 to 24 hours: £25.00 cancellation charge.
— Under 2 hours: £40.00 cancellation charge.
 

Reserved Capacity

Reserved Capacity has its own cancellation framework — the standard cancellation charge does not apply. Cancellation charges apply to the reservation fee only:
— More than 24 hours: no charge. The period is released and may be reallocated.
— 2 to 24 hours: 50% of the reservation fee (Half-day: £60.00 / Full day: £100.00).
— Under 2 hours: full reservation fee (Half-day: £120.00 / Full day: £200.00).

Where Andrew is unable to fulfil a reserved period due to circumstances on his side, the reservation fee is refunded or credited in full.
 

Standing Arrangements

A cancelled standing slot follows the same cancellation terms as the underlying booking type and plan. Three or more cancellations of a standing slot within any rolling 12-week period may result in the arrangement being surrendered — for HL Standing Arrangements, clinical cancellations do not count toward this threshold. For HL clients, one clinical cancellation per calendar month is permitted with no UITL deduction. See section 5 for the full Standing Arrangement policy.
 

Notice Periods

All notice periods are measured in calendar hours from when the client contacts Andrew — not business hours.

 

 

8. Use-It-Or-Lose-It

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The use-it-or-lose-it principle applies to all Partnership and Partnership Plus courier and HL clients. It means that a cancelled, unused, or failed job counts against the monthly commitment — the commitment stands regardless of whether the job is completed. No additional cancellation charge applies on top of this.
 

Courier Partnership and Partnership Plus

Monthly commitments cover courier jobs only — 4 jobs for Partnership, 8 jobs for Partnership Plus. A cancelled job within the monthly allocation counts against the minimum with no additional charge. Notice period does not affect this outcome. Unused jobs or slots within the monthly commitment are non-refundable and do not carry over to the following month.

A failed collection counts against the monthly commitment in the same way as a cancelled job. Approach mileage, return mileage, and waiting charges are billed separately — see section 10. A rescheduled delivery following a failed delivery is treated as a new booking and counts against the monthly minimum — see section 12.
 

HL Partnership and Partnership Plus

Monthly commitments are expressed in time charges — £112.00 for HL Partnership, £192.00 for HL Partnership Plus. A cancelled or unused HL booking results in a UITL deduction of 3 × 15-minute units from the monthly commitment — £21.00 for HL Partnership and £18.00 for HL Partnership Plus. Where the deduction would exceed the remaining commitment balance, the excess is invoiced at the applicable plan rate. Notice period does not affect this outcome. Unused time within the monthly commitment is non-refundable and does not carry over to the following month.

One free clinical cancellation per calendar month applies — no deduction is made where a booking is cancelled for a verified clinical reason. From the second clinical cancellation in the same calendar month, the standard deduction applies.

A failed collection counts against the monthly commitment as a standard UITL deduction — see section 10. A rescheduled delivery following a failed delivery is treated as a new booking and counts against the monthly minimum — see section 12.
 

Standing Arrangements

A cancelled standing slot follows the same UITL terms as the underlying plan. Three or more cancellations of a standing slot within any rolling 12-week period may result in the arrangement being surrendered — Andrew will notify the client before exercising this right. For HL Standing Arrangements, clinical cancellations do not count toward the surrender threshold. See section 5 for the full Standing Arrangement policy.
 

Concierge Errand

Errand bookings are not covered by UITL — cancellation charges apply by notice period. See section 7.

 

 

9. Exit and Amendment

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CainDirect operates on a no long-term contract basis. Partnership, Partnership Plus, HL Partnership, and HL Partnership Plus clients may give notice to exit their arrangement at any time. Standing Arrangements may be amended or cancelled by either party.
 

Courier Partnership and Partnership Plus — Plan Exit

A minimum of 30 days written notice is required to exit a Partnership or Partnership Plus courier arrangement. Notice takes effect from the start of the next full billing month following the notice period. The monthly base commitment for the notice month is invoiced and due in the normal way. Giving notice during a billing month does not result in a refund of that month's commitment charge.
 

HL Partnership and Partnership Plus — Plan Exit

The same exit terms apply to HL Partnership and HL Partnership Plus arrangements — 30 days written notice, effective from the start of the next full billing month. The monthly time charge commitment for the notice month is invoiced and due in the normal way.
 

Standing Arrangement — Amendment or Cancellation

Either party may amend or cancel a Standing Arrangement with 30 days written notice, effective from the start of the next full billing month. A Standing Arrangement lapses automatically when the underlying plan exits — a separate notice is not required for the Standing Arrangement where the plan itself is being exited.
 

Notice During a Commitment Month

Giving notice to exit during a billing month does not affect that month's commitment. The full monthly commitment is billed and due regardless of when notice is given within the month.
 

Standard Plan

The Standard Plan has no commitment and no exit notice requirement. Clients may stop using the service at any time without notice.

 

 

10. Failed Collection

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A failed collection occurs when Andrew arrives at the collection point within the agreed window and the items are not ready, access cannot be granted, or the collection cannot proceed for any reason. The 30-minute threshold applies across all plans and service types from the point of arrival.
 

Courier Standard — Failed Collection

Hard stop at 30 minutes. The job is logged as a failed collection.

Charges: base charge (£42.50) + approach mileage + return mileage + one waiting block (£7.50).

Rebooking is the client's responsibility and is treated as a new booking at the Standard Plan rate.
 

Courier Partnership and Partnership Plus — Failed Collection

At 30 minutes Andrew will contact the client. Andrew may extend beyond 30 minutes at his discretion where schedule permits, up to a maximum of 60 minutes.

If the collection becomes possible during the extension — items ready or access granted before 60 minutes — the job proceeds as normal. Waiting time from the expiry of the first free 15 minutes to the point of collection is billed at £7.50 per 15-minute block. No UITL deduction applies — the job completed.

If the collection cannot proceed at 60 minutes, the job is logged as a failed collection. Charges: UITL deduction (job counts against monthly minimum) + approach mileage + return mileage + waiting blocks accrued beyond the first free 15 minutes. No base charge. No cancellation charge.

Rebooking is treated as a new booking and counts against the monthly minimum.
 

HL Standard — Failed Collection

Hard stop at 30 minutes. The job is logged as a failed collection.

Charges: minimum job time charge (£24.00) + approach mileage + return mileage. No separate waiting blocks — covered within the minimum job time charge.

Rebooking is the client's responsibility and is treated as a new booking at the HL Standard rate.
 

HL Partnership and Partnership Plus — Failed Collection

At 30 minutes Andrew will contact the client. Andrew may extend beyond 30 minutes at his discretion where schedule permits, up to a maximum of 60 minutes.

If items become ready during the extension — before 60 minutes — the job proceeds. Time is billed from arrival to delivery in 15-minute increments at the applicable plan rate. Approach mileage, loaded mileage, and return mileage billed at the applicable plan rate. No UITL deduction applies — the job completed.

If items are not ready at 60 minutes, the job is logged as a failed collection. The UITL deduction (3 × 15-minute units — £21.00 Partnership / £18.00 Plus) covers the first 45 minutes of attendance. Where Andrew has waited the full 60 minutes, one additional waiting block at plan rate is charged (£7.00 Partnership / £6.00 Plus). Charges: UITL deduction + 1 additional waiting block (where applicable) + approach mileage + return mileage.

Where the job fails at the 30-minute mark without extension, the UITL deduction covers the full attendance — no additional waiting blocks apply. Charges: UITL deduction + approach mileage + return mileage.

The clinical cancellation allowance does not apply to failed collections.

Rebooking is treated as a new booking and counts against the monthly minimum as a UITL deduction.

 

 

11. Abandoned Errand

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An abandoned errand occurs when Andrew arrives at the task location and the errand cannot proceed — access is denied, the required contact is unavailable, the task has changed materially from what was agreed at booking, or the task cannot be completed safely or within the spirit of the service.

An abandoned errand is distinct from a cancellation — it applies where Andrew has already departed for the task. Cancellation charges apply where the client cancels before Andrew departs.
 

Charges

Time is billed from Andrew's departure from the nearest VSL to the point at which he determines the task cannot proceed, plus return mileage to the nearest VSL. The minimum errand time charge applies — Partnership £38.00 (60 minutes at £38.00/hr), Partnership Plus £33.00 (60 minutes at £33.00/hr). Where time on task exceeds 60 minutes before abandonment, additional time is billed in 15-minute increments at the applicable plan rate.

Approach mileage and return mileage are charged at the applicable plan rate.
 

Billing

The minimum time charge is collected at booking — this charge is not refunded on abandonment. Any additional time above the minimum is invoiced on completion and due within 7 days. Mileage is consolidated with the month-end invoice for Partnership and Partnership Plus clients.
 

Next Steps

Andrew will contact the client immediately on determining the errand cannot proceed. Where the task can be rescheduled, a new booking is required at the applicable plan rate.

 

 

12. Failed Delivery

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A failed delivery occurs when Andrew arrives at the delivery address and cannot complete the handover — the recipient or authorised representative is unavailable, access cannot be gained, or delivery cannot proceed for any reason.
 

Waiting Threshold — All Plans and Service Types

Andrew will wait up to 15 minutes at the delivery address where the delay appears temporary and his schedule permits. At 15 minutes — or immediately where access is clearly impossible — Andrew returns the items to the collection address and contacts the client to advise.
 

Procedure

There is no choice of outcome at the point of failure — Andrew follows a consistent procedure: wait up to 15 minutes, return items to the collection address, contact the client. If the client wishes to reattempt delivery, that is a new booking at the applicable plan rate.
 

Courier — All Plans

Charges: loaded mileage to delivery address + return mileage to collection address + waiting time where applicable at the applicable plan rate.

Standard Plan clients: charges invoiced on completion and due within 7 days. Partnership and Partnership Plus clients: all charges consolidated at month end. A rescheduled delivery counts against the monthly minimum under UITL.
 

Health Logistics — All Plans

HL deliveries are made to a named patient or authorised representative only. Nothing is left unattended under any circumstances.

Where delivery cannot be completed, Andrew follows the agreed clinical handover procedure established at the initial consultation — whether return to pharmacy, handover to duty manager, or other agreed protocol. The procedure is confirmed in writing before the HL arrangement begins and is not improvised on the day. The referring pharmacy or practice is contacted immediately on any failed delivery.

For care home and clinical setting deliveries, the agreed entry and handover procedure takes precedence.

Charges: loaded mileage to delivery address + return mileage to collection address + waiting time at plan rate. No free waiting threshold applies for HL — time is billed from arrival.
 

Proof of Delivery — Failed Attempt

A timestamped failed delivery record is produced on every job — arrival time, reason for non-completion, and outcome.
 

Goods in Transit

Items in Andrew's custody during a return journey are covered by Goods in Transit insurance on the same basis as the outward journey.

 

 

13. Service Area and VSLs

 

CainDirect operates across Lincolnshire and the surrounding region from four core Virtual Service Locations (VSLs). A VSL is not a physical depot — it is a defined reference point used to calculate approach and return mileage for billing purposes.
 

Core VSLs

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

The nearest VSL to the collection address is used as the origin for approach mileage calculations. The nearest VSL to the delivery address is used as the destination for return mileage calculations.
 

Service Area

CainDirect's primary service area covers Lincolnshire — including Lincoln, Sleaford, Grantham, Newark-on-Trent, and the wider county, including rural and outlying areas. Regional routes extending to Nottingham and the East Midlands are available. Coverage for specific requirements is confirmed at booking.
 

VSL and Billing

The VSL is used for mileage calculation only — it is not the point from which Andrew physically departs on every job. Approach mileage is the calculated distance from the nearest VSL to the collection address. Return mileage is the calculated distance from the delivery address to the nearest VSL. All mileage is calculated via Google Maps.

Out-of-hours Health Logistics and errand jobs are an exception — VSL-to-VSL time billing applies. See sections 15 and 16.

 

 

14. Mileage

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All mileage is calculated via Google Maps from the relevant reference points. Mileage charges apply across all plans and service types — the rate varies by plan tier.
 

Approach Mileage

The distance from the nearest VSL to the collection address. Confirmed at booking. Charged at the applicable plan approach rate:
— Standard Plan: £0.85/mile
— Partnership: £0.80/mile
— Partnership Plus: £0.75/mile

Where approach mileage is minimal or zero, it is not charged.
 

Loaded Mileage

The distance from the collection address to the delivery address. Calculated via Google Maps and confirmed at booking where the delivery address is known. Charged at the applicable plan loaded rate:
— Standard Plan: £1.65/mile
— Partnership: £1.55/mile
— Partnership Plus: £1.45/mile

A minimum of 5 loaded miles applies to every courier job. The minimum job cost reflects this — £50.75 (Standard), £45.25 (Partnership), £40.25 (Partnership Plus).
 

Return Mileage

The distance from the delivery address to the nearest VSL. Charged at the applicable plan approach rate. Where applicable, confirmed at booking.

Exception: where a delivery fails and items are returned to the collection address, return mileage is calculated from the delivery address back to the collection address — not to the nearest VSL. See section 12.
 

Collect and Return

Where a job requires collection of an item and return to the same or a different address, full round-trip mileage is charged — approach mileage to the collection address, loaded mileage to the delivery address, and return mileage back to the collection address. Charged at the applicable plan loaded rate for the return leg.
 

Multi-Drop

Where a job involves more than one delivery address, a multi-drop charge of £5.00 per additional stop applies. Loaded mileage between stops is charged at the applicable plan loaded rate.
 

Billing

Standard Plan clients: all mileage confirmed and charged at booking where the delivery address is known. Where the delivery address is not known at booking, mileage is confirmed and charged on completion.

Partnership and Partnership Plus clients: all mileage confirmed at booking and charged at month end.

HL clients: approach mileage confirmed at booking. Loaded mileage and return mileage charged on completion (Standard) or at month end (Partnership and Plus).
 

Out-of-Hours Mileage

Out-of-hours mileage rates apply to all mileage on an out-of-hours job. See section 15 for full out-of-hours mileage rates.

 

 

15. Out-of-Hours

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Out-of-hours (OOH) rates apply to any work falling outside CainDirect's standard operating hours of 08:00–18:00, Monday to Friday, excluding Bank Holidays. Work outside these hours — including evenings, Saturday, and Sunday — is available by arrangement at OOH rates. OOH availability must be confirmed with Andrew in advance.
 

Time Rates

OOH time rates apply at 1.5× the applicable plan rate across all plans and service types where time is a billing component:
— HL Standard OOH: £12.00 per 15-minute unit (1.5× £8.00)
— HL Partnership OOH: £10.50 per 15-minute unit (1.5× £7.00)
— HL Partnership Plus OOH: £9.00 per 15-minute unit (1.5× £6.00)
— Errand OOH: 1.5× the applicable plan hourly rate (Partnership £57.00/hr, Partnership Plus £49.50/hr)

Courier jobs do not carry a time charge — OOH does not affect the base charge or mileage structure for courier. The OOH mileage uplift applies.
 

Mileage Rates

OOH mileage rates apply to all mileage on an out-of-hours job — approach, loaded, and return — at a single rate per plan tier:
— Standard Plan: £1.85/mile
— Partnership: £1.75/mile
— Partnership Plus: £1.65/mile
 

Time Billing Basis — OOH

For OOH Health Logistics and errand jobs, VSL-to-VSL time billing applies — time runs from Andrew's departure from the nearest VSL to his return on completion. This reflects the full commitment of travel outside standard operating hours.
 

Waiting Time — OOH

Waiting time on OOH jobs is charged at the OOH time rate where applicable.
 

Booking OOH Work

OOH availability is subject to Andrew's schedule and is not guaranteed. OOH requirements should be discussed with Andrew in advance wherever possible.

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16. Time and Waiting

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Waiting time and time billing are handled differently depending on the service type. Courier is charged on a per-job basis — time is not a billing component except where waiting occurs beyond the free threshold. Health Logistics and errand are time-based services — time is the primary billing unit.
 

Courier — Waiting Time

The first 15 minutes of waiting at the collection or delivery address is free on all courier plans. Beyond 15 minutes, waiting time is charged at £7.50 per 15-minute block, rounded up.

The standard waiting threshold is 30 minutes — Andrew will wait up to 30 minutes before logging a failed collection or failed delivery. For Partnership and Partnership Plus clients, Andrew may extend beyond 30 minutes at his discretion, up to a maximum of 60 minutes. See section 10 (Failed Collection) and section 12 (Failed Delivery) for the full policy.
 

Health Logistics — Time Billing

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 for HL — time runs from arrival regardless of whether the items are immediately ready. The VSL is used for mileage calculation only. See section 10 for the failed collection policy including maximum waiting periods.

HL Standard minimum job time charge: £24.00 (3 × 15 minutes at £8.00). If the job completes within 45 minutes, the minimum applies. Any time above 45 minutes is billed in 15-minute increments on completion.

HL Partnership and Plus: no per-job minimum floor — jobs are billed from the first 15-minute unit. Monthly commitment covers time charges only — mileage is billed separately.

Out-of-hours HL: VSL-to-VSL time billing applies at 1.5× plan rate. See section 15.
 

Concierge Errand — Time Billing

Time is billed on a VSL-to-VSL basis — from Andrew's departure from the nearest VSL to his return on completion, in 15-minute increments.

Minimum errand time charge: 60 minutes. Partnership: £38.00/hr. Partnership Plus: £33.00/hr. Time above 60 minutes billed in 15-minute increments at the applicable plan rate.

Out-of-hours errand: VSL-to-VSL time billing at 1.5× plan rate. See section 15.

 

 

17. Billing and Payment

 

Billing timing and structure varies by plan tier and service type. All invoices state the charge, the basis of calculation, and the period or job to which they relate.
 

Standard Plan — Courier

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, Reserved Time Slot uplift (£7.50) where booked, and multi-drop charges where known.

On completion: waiting time beyond the free 15 minutes (£7.50 per block), operational expenses, additional mileage where the delivery address was not known at booking, and any multi-drop charges for stops added during the job. On-completion charges are invoiced within 24 hours and due within 7 days.

Where the delivery address is not known at booking, the minimum job cost (£50.75) and approach mileage are charged at booking with remaining mileage billed on completion.
 

Partnership and Partnership Plus — Courier

Monthly base commitment invoiced in advance at the start of each billing month and due on receipt — £150.00 for Partnership (4 jobs), £264.00 for Partnership Plus (8 jobs).

Approach mileage confirmed at booking. All mileage charged at month end. Waiting time, operational expenses, and multi-drop charges also consolidated at month end. Month-end invoices due within 7 days of issue.

Additional courier jobs beyond the monthly allocation are billed at the applicable plan rate and consolidated with the month-end invoice.
 

HL Standard

Billing is split into two stages.

At booking: minimum job time charge (£24.00 — 3 × 15 minutes at £8.00), approach mileage where applicable, and Reserved Time Slot uplift (£7.50) where booked.

On completion: any time above the minimum in 15-minute increments at £8.00 per unit, loaded mileage, return mileage, and operational expenses. On-completion charges invoiced within 24 hours and due within 7 days.
 

HL Partnership and Partnership Plus

Monthly time charge commitment invoiced in advance at the start of each billing month and due on receipt — £112.00 for HL Partnership, £192.00 for HL Partnership Plus.

All mileage and any time charges above the monthly commitment consolidated at month end. Month-end invoices due within 7 days of issue.
 

Concierge Errand

The 60-minute minimum time charge is collected at booking — Partnership £38.00, Partnership Plus £33.00. Any time above the minimum, task mileage, return mileage, and operational expenses are invoiced separately from the monthly courier commitment on the same month-end invoice.
 

Reserved Capacity

Available to Partnership and Partnership Plus clients only. 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 a reserved period do not count against the monthly minimum — the RC period sits outside the monthly commitment.
 

Operational Expenses and Client Purchases

Operational expenses and client purchases are covered in section 18.
 

Suspension

Service may be suspended where invoices remain unpaid beyond the due date.

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18. Expenses and Client Purchases

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Operational Expenses

Operational expenses — parking, tolls, congestion charges, and similar costs incurred in the course of a job — are charged at cost plus £0.50 per transaction handling charge. All expenses are receipted and itemised on the invoice. Applies to all plans and service types.
 

Client Purchases

Andrew will make business-related purchases on behalf of Partnership and Partnership Plus clients where agreed at booking. Tasks must be safe, practical, and in keeping with the professional character of the service.

A float is collected at booking at the estimated purchase cost plus 10%. A £2.50 transaction handling charge applies per purchase transaction, invoiced on completion. Where the actual cost is less than the float, the excess is refunded within 7 days. Where the actual cost exceeds the float, the shortfall is invoiced on completion and due within 7 days.

 

 

19. General Operating Conditions

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The following conditions apply across all CainDirect services and plan tiers.
 

Operator

All services are delivered personally by Andrew Cain — owner and operator. DBS checked. No subcontracting, no driver pool, no relay handling.
 

Insurance

Goods in Transit insurance, Public Liability insurance, and Hire and Reward vehicle cover are maintained on every job. Written confirmation of cover is available on request.
 

Proof of Delivery

Timestamped proof of delivery is provided on every courier and Health Logistics job as standard. Format and detail may be agreed with the client at the initial consultation.
 

Completion Times

Completion times are best-effort and subject to traffic, access, and third-party delays outside CainDirect's control.
 

Items Not Accepted

Controlled drugs, temperature-controlled medications, biological samples, and hazardous materials are not transported under any circumstances. Pallets, large freight, and bulky goods are not accepted.
 

Health Logistics — Additional Conditions

Every HL delivery is made to the named patient or an authorised representative only. Nothing is left unattended. Care home and clinical setting entry procedures are followed as required by the receiving organisation. Non-regulated, ambient prescription items and clinical documentation only.
 

Service Availability

All services are subject to availability. Bookings that fall outside the scope of the service or that cannot be fulfilled to the required standard may be declined.
 

Privacy

Client data is held and processed in accordance with CainDirect's Privacy Policy.