top of page

RESOURCES · SERVICE TERMS · CAINDIRECT

Service Terms
Pricing, Billing & Conditions

Full pricing and billing terms for each CainDirect service plan. All services are subject to availability. Partnership and Partnership Plus clients hold priority over Standard Plan bookings. For a comparison of what each plan includes, see the Service Scope page. For operational policies, see the Policy Handbook.

STANDARD PLAN

Standard

Ad-hoc bespoke courier service. No ongoing commitment. All services owner-operated and personally delivered by Andrew Cain.

ITEM

CHARGE

Base charge per job                                                              £42.50

Approach mileage                                                                 £0.85 per mile (where applicable, confirmed at booking)

Return mileage                                                                      £0.85 per mile (where applicable, confirmed at booking)

Loaded mileage                                                                     £1.65 per mile

Minimum loaded mileage                                                  5 miles per job

Minimum job cost                                                                 £50.75 (base + 5 miles)

Waiting time                                                                          First 15 mins free. £7.50 per 15 mins thereafter (rounded up). 30-                                                                                                            minute hard limit.

Multi-drop deliveries                                                           £5.00 per additional drop

Booking Type                                                                         Open Window - No uplift. Collection within agreed period                                                                                                                        (morning/afternoon/day)

                                                                                                   Reserved Timed Slot - £7.50 uplift. Specific collection time held                                                                                                              exclusively. 

Out-of-hours - all mileage                                                  £1.85 per mile (approach, loaded, and return)

Cancellation                                                                          No charge 24+ hrs / £25.00 2–24 hrs / £40.00 under 2 hrs. See                                                                                                                 Cancellation section below. 

NOTE

No mileage is included in the base charge. Approach mileage is calculated from the nearest CainDirect Virtual Service Location (VSL) to the collection address. Core VSLs: Lincoln (LN5 8HG), Sleaford (NG34 7BB), Grantham (NG31 6NZ), Newark-on-Trent (NG24 1HD), with additional locations across the wider area. All mileage confirmed at booking.

Booking types

  • Open window - collection within a defined period (e.g. morning, afternoon, or full day). Andrew commits to the window. No uplift charge.

  • Reserved Time Slot - specific collection time agreed. Andrew holds that time exclusively. £7.50 uplift applies.

Billing - at booking

  • Base charge (£42.50)

  • Approach mileage - confirmed and charged at booking where applicable

  • Full loaded mileage - where delivery address is known, calculated via Google Maps and charged at booking

  • Return mileage - where applicable, confirmed and charged at booking

  • Reserved Time Slot uplift - £7.50 where a Reserved Time Slot is booked.

  • Multi-drop charges - £5.00 per additional stop where known at booking

  • Minimum job cost floor: £50.75 (base + 5 loaded miles)

Billing - on completion

  • Waiting time beyond the first free 15 minutes - £7.50 per 15 minutes, rounded up. Standard Plan hard limit: 30 minutes total from agreed collection time. See the Policy Handbook for the full failed collection policy.

  • Operational expenses - parking, tolls, congestion charges at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice.

  • Additional mileage - where delivery address was not known at booking, remaining mileage billed on completion

  • Multi-drop charges - for any additional stops added during the job

  • On-completion charges are invoiced within 24 hours of job completion and due within 7 days of issue

Billing - where delivery address unknown at booking

  • Minimum job cost (£50.75) and approach mileage charged at booking

  • Full mileage calculated and billed on completion once route is confirmed

Cancellation

  • Cancellation charges apply by notice period: no charge with more than 24 hours notice; £25.00 with 2 to 24 hours notice; £40.00 with less than 2 hours notice. 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.

  • Notice periods are measured in calendar hours from when you contact Andrew, not business hours.

Failed collection and failed delivery

  • Failed collection: if Andrew is unable to collect within 30 minutes of the agreed collection time, 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.

  • Failed delivery: if Andrew arrives at the delivery address and the recipient or authorised representative is unavailable, Andrew will wait up to 15 minutes. At 15 minutes Andrew contacts the client to agree next steps. By default, items are returned to the collection address. Charges: loaded mileage to delivery address + return mileage to collection address + waiting time where applicable.

  • CainDirect delivers to businesses, organisations, and healthcare organisations within standard operating hours. Delivery to residential addresses is not the core courier proposition.

  • See the Policy Handbook for the full failed collection and failed delivery policy.

​

General conditions

  • All services are subject to availability. Standard Plan bookings are accepted subject to capacity at the time of booking

  • All services delivered by a single dedicated operator, Andrew Cain, DBS checked

  • Completion times best-effort, subject to traffic and third-party delays

  • No overnight or next-day services

  • Pallets, large freight, and bulky goods are not accepted

  • Collect and Return: full round-trip mileage charged

  • Concierge errand service is not available on the Standard Plan

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

PARTNERSHIP PLAN

Partnership

Regular bespoke courier and concierge service. Minimum 4 courier jobs per month. £150.00/month base commitment. Priority access and Reserved Time Slots included at no uplift.

ITEM

CHARGE

Base charge per job                                                              £37.50

Approach mileage                                                                 £0.80 per mile (where applicable, confirmed at booking)

Return mileage                                                                      £0.80 per mile (where applicable, confirmed at booking)

Loaded mileage                                                                     £1.55 per mile

Minimum loaded mileage                                                  5 miles per job

Minimum job cost                                                                 £45.25 (base + 5 miles)

Monthly minimum commitment                                      4 courier jobs - £150.00/month base commitment (mileage                                                                                                                       additional)

Waiting time                                                                          First 15 minutes free. £7.50 per 15 minutes thereafter (rounded up).                                                                                                      Standard threshold 30 minutes; Andrew may extend to 60 minutes at                                                                                                    his discretion.

Multi-drop deliveries                                                           £5.00 per additional drop

Booking Type                                                                         Open Window - No uplift. Collection within agreed period;                                                                                                                        Reserved Timed Slot - Included - No uplift charge. Held exclusively.

                                                                                                   Standing Arrangement - Formally agreed recurring RTS at fixed                                                                                                            cadence. Confirmed in writing. No uplift.

Out-of-hours - all mileage                                                  £1.75 per mile

Concierge errand                                                                 Available under this plan - see Concierge Errand Terms for full details

Cancellation - all booking types                                       Use-it-or-lose-it - counts against monthly minimum. No charge.                                                                                                                Notice period does not affect this outcome.

NOTE

Monthly base commitment of £150.00 covers 4 courier jobs at the base rate. Mileage is charged additionally per job. Priority booking and Reserved Time Slots are included at no uplift.

Booking types

  • Open window - collection within a defined period. Andrew commits to the window. No uplift charge.

  • Reserved Time Slot - specific collection time agreed and held exclusively. Included at no uplift.

  • Standing Arrangement - a formally agreed recurring Reserved Time Slot at a fixed cadence (weekly, fortnightly, monthly, or other). Confirmed in writing. Gives priority over ad hoc RTS bookings for that slot.

Billing - at booking

  • Monthly base commitment (£150.00) invoiced at the start of each billing month and due on receipt, covers the base charge for 4 allocated courier jobs

  • Approach mileage confirmed at booking, charged at month end, not at the point of booking

  • All other mileage (loaded, return) confirmed at booking where known, charged at month end

Billing - on completion (month end)

  • All loaded mileage, approach mileage, and return mileage, billed at month end at your plan rate

  • Waiting time beyond the first free 15 minutes - £7.50 per 15 minutes, rounded up. Standard threshold 30 minutes; Andrew may extend to 60 minutes at his discretion. See the Policy Handbook for the full waiting and failed collection policy.

  • Operational expenses: parking, tolls, congestion charges at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice

  • Multi-drop charges - £5.00 per additional stop, including any stops added during the job

  • All month-end charges consolidated on a single invoice; due within 7 days of issue

Billing - where delivery address unknown at booking

  • Mileage confirmed and billed at month end once route is confirmed

Cancellation

  • Courier jobs - open window and Reserved Time Slot: No cancellation charge. All cancelled jobs count against your monthly minimum under the use-it-or-lose-it policy. Notice period does not affect this outcome.

  • Standing Arrangement slots: Same UITL terms apply, a cancelled standing slot counts against the monthly minimum with no additional charge. Notice period does not affect this outcome.

  • Standing Arrangement - repeated cancellation: Three or more cancellations of a standing slot within any rolling 12-week period may result in the arrangement being surrendered. Andrew will notify you before exercising this right. The slot may be rebooked on an ad hoc basis or a revised arrangement discussed subject to availability. See the Policy Handbook for the full Standing Arrangements policy.

Failed collection and failed delivery

  • Failed collection: a failed collection counts against the monthly minimum under use-it-or-lose-it regardless of outcome. Approach mileage, return mileage, and waiting blocks billed at month end. No base charge. No cancellation charge. Andrew will contact you at the 30-minute mark, he may extend beyond 30 minutes at his discretion, up to a maximum of 60 minutes. See the Policy Handbook for the full failed collection and reschedule policy.

  • Failed collection - if collection becomes possible during the extension: the job proceeds. Waiting time from the expiry of the free 15 minutes to the point of collection is billed at £7.50 per 15-minute block. No UITL deduction applies, the job completed. All other charges billed at month end in the normal way.

  • Failed delivery: if Andrew arrives at the delivery address and the recipient or authorised representative is unavailable, Andrew will wait up to 15 minutes. At 15 minutes Andrew contacts the client to agree next steps. By default, items are returned to the collection address. Charges: loaded mileage to delivery address + return mileage to collection address + waiting time where applicable, all billed at month end. A rescheduled delivery is treated as a new booking and counts against the monthly minimum.

  • CainDirect delivers to businesses, organisations, and healthcare organisations within standard operating hours. Delivery to residential addresses is not the core courier proposition.

  • See the Policy Handbook for the full failed collection and failed delivery policy.

​

Amendment and exit

  • Plan exit: 30 days written notice to exit the Partnership Plan, effective from the start of the next full billing month following the notice period. The monthly base commitment for the notice month is billed 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.

General conditions

  • All services are subject to availability. Partnership and Partnership Plus clients hold priority over Standard Plan bookings within CainDirect's capacity management policy

  • Minimum 4 courier jobs per month - £150.00/month base commitment billed in advance

  • Monthly commitment covers courier jobs only, concierge errand is booked ad hoc and separate

  • Unused jobs or slots within the monthly commitment are non-refundable and do not carry over to the following month

  • Additional courier jobs beyond the 4-job monthly commitment are charged at Partnership plan rates (£37.50 base charge, £1.55/mile loaded, £0.80/mile approach). Where usage consistently exceeds the allocation, a plan upgrade to Partnership Plus will be discussed proactively.

  • All services delivered by a single dedicated operator - Andrew Cain, DBS checked

  • Completion times best-effort, subject to traffic and third-party delays

  • Collect and Return: full round-trip mileage charged

  • Pallets, large freight, and bulky goods are not accepted

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

PARTNERSHIP PLUS PLAN

Partnership Plus

Scheduled bespoke courier and full concierge service. Minimum 8 courier jobs per month. £264.00/month base commitment. Highest priority, multiple Reserved Time Slots per week.

ITEM

CHARGE

Base charge per job                                                              £33.00

Approach mileage                                                                 £0.75 per mile (where applicable, confirmed at booking)

Return mileage                                                                      £0.75 per mile (where applicable, confirmed at booking)

Loaded mileage                                                                     £1.45 per mile

Minimum loaded mileage                                                  5 miles per job

Minimum job cost                                                                 £40.25 (base + 5 miles)

Monthly minimum commitment                                      8 courier jobs - £264.00/month base commitment (mileage                                                                                                                       additional)

Waiting time                                                                           First 15 minutes free. £7.50 per 15 minutes thereafter (rounded up).                                                                                                       Standard threshold 30 minutes; Andrew may extend to 60 minutes at                                                                                                     his discretion.

Multi-drop deliveries                                                           £5.00 per additional drop

Booking Type                                                                         Open Window - No uplift. Collection within agreed period;                                                                                                                        Reserved Time Slot - Multiple per week. Included no uplift.

                                                                                                   Standing Arrangement - Formally agreed recurring RTS at fixed                                                                                                            cadence. Confirmed in writing. No uplift.

Out-of-hours - all mileage                                                  £1.65 per mile

Concierge errand                                                                 Available under this plan - See Concierge Errand Terms for full details

Cancellation - all booking types                                      Use-it-or-lose-it - counts against monthly minimum. No charge.                                                                                                               Notice period does not affect this outcome.

NOTE

Monthly base commitment of £264.00 covers 8 jobs at the base rate. Mileage is charged additionally per job. Multiple Reserved Time Slots per week are included at no uplift.

Booking types

  • Open window - collection within a defined period. Andrew commits to the window. No uplift charge.

  • Reserved Time Slot - multiple per week. Specific collection time agreed and held exclusively. Included at no uplift.

  • Standing Arrangement - a formally agreed recurring Reserved Time Slot at a fixed cadence (weekly, fortnightly, monthly, or other). Confirmed in writing. Gives priority over ad hoc RTS bookings for that slot.

Billing - at booking

  • Monthly base commitment (£264.00) invoiced at the start of each billing month and due on receipt, covers the base charge for 8 allocated courier jobs

  • Approach mileage confirmed at booking, charged at month end, not at the point of booking

  • All other mileage (loaded, return) confirmed at booking where known, charged at month end

Billing - on completion (month end)

  • All loaded mileage, approach mileage, and return mileage, billed at month end at your plan rate

  • Waiting time beyond the first free 15 minutes - £7.50 per 15 minutes, rounded up. Standard threshold 30 minutes; Andrew may extend to 60 minutes at his discretion. See the Policy Handbook for the full waiting and failed collection policy.

  • Operational expenses: parking, tolls, congestion charges at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice

  • Multi-drop charges: £5.00 per additional stop, including any stops added during the job

  • All month-end charges consolidated on a single invoice; due within 7 days of issue

Billing - where delivery address unknown at booking

  • Mileage confirmed and billed at month end once route is confirmed

Cancellation

  • Courier jobs - open window and Reserved Time Slot: No cancellation charge. All cancelled jobs count against your monthly minimum under the use-it-or-lose-it policy. Notice period does not affect this outcome.

  • Standing Arrangement slots: Same UITL terms apply, a cancelled standing slot counts against the monthly minimum with no additional charge. Notice period does not affect this outcome.

  • Standing Arrangement - repeated cancellation: Three or more cancellations of a standing slot within any rolling 12-week period may result in the arrangement being surrendered. Andrew will notify you before exercising this right. The slot may be rebooked on an ad hoc basis or a revised arrangement discussed subject to availability. See the Policy Handbook for the full Standing Arrangements policy.

Failed collection and failed delivery

  • Failed collection: a failed collection counts against the monthly minimum under use-it-or-lose-it regardless of outcome. Approach mileage, return mileage, and waiting blocks billed at month end. No base charge. No cancellation charge. Andrew will contact you at the 30-minute mark, he may extend beyond 30 minutes at his discretion, up to a maximum of 60 minutes. See the Policy Handbook for the full failed collection and reschedule policy.

  • Failed collection — if collection becomes possible during the extension: the job proceeds. Waiting time from the expiry of the free 15 minutes to the point of collection is billed at £7.50 per 15-minute block. No UITL deduction applies, the job completed. All other charges billed at month end in the normal way.

  • Failed delivery: if Andrew arrives at the delivery address and the recipient or authorised representative is unavailable, Andrew will wait up to 15 minutes. At 15 minutes Andrew contacts the client to agree next steps. By default, items are returned to the collection address. Charges: loaded mileage to delivery address + return mileage to collection address + waiting time where applicable, all billed at month end. A rescheduled delivery is treated as a new booking and counts against the monthly minimum.

  • CainDirect delivers to businesses, organisations, and healthcare organisations within standard operating hours. Delivery to residential addresses is not the core courier proposition.

  • See the Policy Handbook for the full failed collection and failed delivery policy.

​

Amendment and exit

  • Plan exit: 30 days written notice to exit the Partnership Plan, effective from the start of the next full billing month following the notice period. The monthly base commitment for the notice month is billed 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.

General conditions

  • All services are subject to availability. Partnership and Partnership Plus clients hold priority over Standard Plan bookings within CainDirect's capacity management policy

  • Minimum 8 courier jobs per month - £264.00/month base commitment billed in advance

  • Monthly commitment covers courier jobs only, concierge errand is booked ad hoc and separate

  • Unused jobs or slots within the monthly commitment are non-refundable and do not carry over to the following month

  • Additional courier jobs beyond the 8-job monthly commitment are charged at Partnership Plus Plan rates (£33.00 base charge, £1.45/mile loaded, £0.75/mile approach). Where usage consistently exceeds the allocation, an adjusted arrangement will be discussed proactively.

  • All services delivered by a single dedicated operator - Andrew Cain, DBS checked

  • Completion times best-effort, subject to traffic and third-party delays

  • Collect and Return: full round-trip mileage charged

  • Pallets, large freight, and bulky goods are not accepted

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

CONCIERGE ERRAND SERVICE

Concierge Errand Terms

The concierge errand service covers time-based tasks on behalf of a business client - collections, deliveries, waiting jobs, document runs, and other defined business errands. It is a separate service from the courier product, billed by time and mileage rather than by job.

ELIGIBILITY

Available to Partnership and Partnership Plus clients only. Standard Plan clients do not have access to the concierge errand service. Eligibility is confirmed at the initial consultation before any errand work is arranged. Errand bookings do not count against the monthly courier job minimum, they are booked and billed separately.

ITEM

PARTNERSHIP

PARTNERSHIP PLUS

Hourly rate                                                   

£38.00 per hour

£33.00 per hour

Minimum billable time                             

60 minutes (£38.00 minimum)

60 minutes (£33.00 minimum)

Time increments after minimum

15 minutes increments, rounded up to the next quarter hour

Time - what is billed     

                             

From departure from Andrew's nearest service location, through all task time, to return on completion.

Out-of-hours time

1.5x rate £57.00/hr

1.5x rate (49.50/hr)

Mileage - approach & return

base to task start & return

£0.80 per mile

£0.75 per mile

Mileage - task mileage

all mileage driven during task

£1.55 per mile

£1.45 per mile

Out-of-hours mileage

all miles departure to return

£1.75 per mile

£1.65 per mile

Operational expenses

​

Parking, tolls, congestion charges at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice.

Client purchases

​

​

​

Available where agreed at booking. Float collected at booking at estimated purchase cost plus 10%. £2.50 per transaction handling charge invoiced on completion. Excess float refunded within 7 days; shortfall invoiced on completion and due within 7 days. Business-related purchases only, see Scope section.

Booking type

​

​

​

Open Window - No uplift. Andrew commits to completing the errand within an agreed period.

Reserved Time Slot - No uplift (included in plan). Andrew commits to the agreed start time.

Cancellation

​

No charge 24+ hrs / £25.00 2–24 hrs / £40.00 under 2 hrs. See Cancellation section below.

Scope of the concierge errand service

  • In scope - business collections and deliveries not covered by the standard courier model; document runs; waiting jobs (court, solicitor, registry offices); key collections and returns; supplier collections; business-related personal collections on behalf of a client; any clearly defined, lawful business task within CainDirect's operating area

  • Not in scope - personal or domestic errands; overnight services; tasks requiring specialist licensing or regulatory authorisation; anything involving controlled substances or hazardous materials; tasks that are unsafe, impractical, or outside the agreed service area

  • Tasks must fall within the spirit of the service and must not present a risk to any party or to the client's professional standing

  • Tasks requiring the purchase of goods or items on behalf of a client are available where agreed at booking. Business-related purchases only, personal or domestic purchases are not in scope. See the rate table for float and handling charge terms.

Booking types

  • Open window - you specify a period (morning, afternoon, or full day) and Andrew completes the errand within that window when his schedule allows. No uplift charge.

  • Reserved Time Slot - a defined start time is agreed and held exclusively. No uplift charge (included in Partnership and Partnership Plus plans). Andrew commits to the agreed start time and will not accept conflicting bookings for that slot.

Billing

Errand billing operates in two stages:

​

  • At booking: Approach mileage confirmed and charged where calculable. The 60-minute minimum time charge is collected at booking (Partnership £38.00, Partnership Plus £33.00). Where client purchases are part of the task, the purchase float is collected at booking at estimated cost plus 10%.

  • At month end: Any time above the 60-minute minimum billed in 15-minute increments. Task mileage and return mileage. Operational expenses (parking, tolls, congestion charges) at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice. Errand charges are invoiced separately from the monthly courier commitment on the same month-end invoice; due within 7 days.

NOTE ON TIME AND MILEAGE

Time and mileage are both billed on an end-to-end basis. Time runs from Andrew's departure from the nearest Virtual Service Location to his return on task completion. Mileage covers: approach from base to task start, all mileage driven during the task, and return to base. Out-of-hours: 1.5× time rate and out-of-hours mileage rate apply throughout the full end-to-end period.

Cancellation

  • Errand jobs are ad hoc and are not covered by the use-it-or-lose-it policy. Cancellation does not count against the monthly courier minimum. Cancellation charges apply by notice period regardless of booking type: more than 24 hours notice - no charge; 2 to 24 hours notice - £25.00 cancellation charge; less than 2 hours notice - £40.00 cancellation charge.

  • Notice periods are measured in calendar hours from when you contact Andrew, not business hours.

  • Where an errand is cancelled and rescheduled in the same billing month, the cancellation charge applies to the original booking and the rescheduled errand is treated as a new booking.

Abandoned errand (task cannot be completed)

  • If Andrew arrives for an errand and the task cannot proceed, or if an issue arises during the task that prevents completion, he will contact the client immediately to agree one of the following outcomes:

  • Abandoned: task cancelled on attendance. Time billed from departure to the point at which Andrew determines the task cannot proceed, plus return mileage. Minimum 60-minute charge applies.

  • Reschedule: Andrew returns and the task is rescheduled. The attended attempt is billed as above. The rescheduled task is a new booking.

  • Wait and retry: at Andrew's discretion and subject to his schedule, Andrew may wait at the task location for a defined period. Waiting time is billed at the applicable hourly rate in 15-minute increments throughout.

  • An abandoned errand is not a cancellation and does not attract a cancellation charge. It is billed for actual time and mileage incurred.

General conditions

  • All errand bookings are subject to availability at the time of booking. Ad hoc requests are accepted subject to schedule capacity

  • All services delivered by a single dedicated operator - Andrew Cain, DBS checked

  • Tasks must be clearly defined, agreed in advance, and within CainDirect's operating area

  • Tasks must be safe, practical, and in keeping with the professional character of the service

  • Errand bookings do not draw from or count against the monthly courier job minimum

  • All services are conducted to the same professional standard as CainDirect courier jobs: punctual, presented, and fully documented

  • Errand bookings are for business related tasks only. No overnight services

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

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

HEALTH LOGISTICS PLANS

Health Logistics - Standard, Partnership & Partnership Plus

An independent pricing model for GP practices, care homes, and pharmacies. No courier plan is required, you can hold a Health Logistics plan on its own or alongside a courier arrangement. All prescription and clinical document delivery is billed under this model.

ITEM

STANDARD

PARTNERSHIP

PARTNERSHIP PLUS

Time rate

 £8.00 per 15 minutes

 £7.00 per 15 minutes

 £6.00 per 15 minutes

Out-of-hours time

£12.00 per 15 minutes (1.5x))

£10.50 per 15 minutes (1.5x)

£9.00 per 15 minutes (1.5x)

Minimum job time charge

£24.00 (3 x 15 min at £8.00) - billed in 15-min increments thereafter

£7.00 (1 x 15 min) billed in 15-min increments.

£6.00 (1 x 15 min) billed in 15-min increments.

Loaded mileage

£1.65 per mile

£1.55 per mile

£1.45 per mile

Approach mileage                                      

£0.85 per mile

£0.80 per mile

£0.75 per mile

Return mileage

Where applicable, confirmed at booking. Where minimal or zero, not charged. Same rate as approach mileage.

Out-of-hours mileage

£1.85 per mile (all miles)

£1.75 per mile (all miles)

£1.65 per mile (all miles)

Booking Type - Open window

No uplift. Andrew commits to collecting within the agreed window.

Booking Type - Reserved Time Slot

£7.50 uplift

Included. No uplift

Included. No uplift

Booking Type - Standing Arrangement

N/A

Formally agreed recurring RTS at fixed cadence. Confirmed in writing. No uplift.

Monthly commitment

None - pay per job

£112.00 per month (time charges only)

£192.00 per month (time charges only)

Cancellation

Cancellation charge applies, see Cancellation section

Use-it-or-lose-it, see Cancellation section

Use-it-or-lose-it, see Cancellation section

Operational expenses

​

Parking, tolls, congestion charges at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice

Clinical cancellation allowance

N/A

One free per calendar month

One free per calendar month

Booking priority

Standard

Priority

Highest

Courier plan required

No

No

No

Booking types

  • Open window - collection within an agreed window (morning, afternoon, or full day). Andrew commits to the window. No uplift charge on any plan.

  • Reserved Time Slot - specific collection time agreed and held exclusively. Standard Plan: £7.50 uplift applies. Partnership and Partnership Plus: included at no uplift.

  • Standing Arrangement (Partnership and Partnership Plus only) - formally agreed recurring Reserved Time Slot at a fixed cadence (weekly, fortnightly, monthly, or other). Confirmed in writing. Gives priority over ad hoc RTS bookings for that slot. No uplift.

Billing - HL Standard

Billing is in two stages. Time is billed from arrival at the collection point to handover at the delivery address, there is no free waiting threshold. Approach and return mileage are charged separately. See the Failed collection section for the maximum waiting period.

​

  • At booking: £24.00 minimum time charge covering the first 3 × 15-minute units at £8.00 per unit, plus approach mileage where applicable. Where a Reserved Time Slot has been booked, the £7.50 uplift is charged at booking. If the job runs beyond 45 minutes, the additional time is billed on completion in 15-minute increments.

  • On completion: Any time above the minimum billed in 15-minute increments at £8.00 per unit (standard) or £12.00 per unit (out-of-hours). Loaded mileage - collection point to delivery address. Return mileage where applicable - delivery address to nearest VSL. Operational expenses (parking, tolls, congestion charges) at cost plus £0.50 per transaction handling charge, receipted and itemised on your invoice. Out-of-hours: VSL-to-VSL time billing applies at 1.5× plan rate; all mileage at OOH rate throughout.

Billing - HL Partnership & Partnership Plus

Billing is in two stages. Time is billed from arrival at the collection point to handover at the delivery address, there is no free waiting threshold. Approach and return mileage are charged separately. See the Failed collection section for the maximum waiting period and extension policy.

​

  • In advance: Your monthly commitment is invoiced at the start of each billing month and due on receipt. This covers time charges only: Partnership £112.00, Partnership Plus £192.00. Mileage is always billed separately.

  • At month end: All time and mileage for the month are invoiced in arrears. Approach mileage is confirmed at the time of booking and collected at month end with all other charges. Where your total time charges for the month exceed your commitment, the excess time is invoiced at your plan rate in 15-minute increments, plus all mileage: approach, loaded, and return where applicable. Month-end invoices are due within 7 days of issue. Out-of-hours jobs: VSL-to-VSL time billing applies at 1.5× your time rate; all mileage at the applicable out-of-hours mileage rate.

Cancellation - HL Standard

  • Cancellation charges apply by notice period: no charge with more than 24 hours notice; £12.50 with 2 to 24 hours notice; £20.00 with less than 2 hours notice. 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.

  • Notice periods are measured in calendar hours from when you contact Andrew, not business hours.

Cancellation - HL Partnership & Partnership Plus

  • No cancellation charge applies on any booking type. A cancelled or unused job results in a UITL deduction of 3 × 15-minute units at your plan rate: £21.00 (Partnership) or £18.00 (Partnership Plus). Where your monthly commitment is already fully used, this amount appears as an additional charge on your month-end invoice. Notice period does not affect this outcome.

  • Clinical cancellation allowance: One free cancellation per calendar month applies to any booking type cancelled for a clinical reason. No deduction applies in this case. From the second clinical cancellation in the same calendar month, the standard deduction applies.

  • Notice periods are measured in calendar hours from when you contact Andrew, not business hours.

Monthly Commitment

  • Your monthly commitment covers time charges only. It is invoiced in advance and is non-refundable. Unused time within the month does not carry forward.

  • Where your total time charges in a month are below your commitment, the commitment charge stands. Where they exceed it, you are invoiced for the difference at your plan rate at month end.

  • Your commitment is a guaranteed minimum, not a cap. You can place as much work as you need in a given month. Any volume above the commitment is simply billed at your plan rate.

  • You can hold a Health Logistics plan alongside a courier arrangement, or independently. The two are managed and invoiced separately.

Amendment and exit

  • Plan exit: 30 days written notice to exit your HL Partnership or Partnership Plus arrangement, effective from the start of the next full billing month following the notice period. The monthly 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.

Failed collection and failed delivery

  • Failed collection - HL Standard: if Andrew is unable to collect within 30 minutes of the agreed collection time, the attendance is logged as a failed collection. Charges: minimum job time charge (£24.00) + approach mileage + return mileage. No extension applies. Rebooking is the client's responsibility.

  • Failed collection - HL Partnership & Partnership Plus: Andrew will contact you at the 30-minute mark. 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 the job proceeds, time is billed from arrival to delivery in 15-minute increments at your plan rate, plus approach and return mileage. If items are not ready at 60 minutes the attendance 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: UITL deduction + approach mileage + return mileage.

  • Failed delivery - all HL plans: HL deliveries are made to a named patient or authorised representative only. Andrew will wait up to 15 minutes. At 15 minutes Andrew contacts the referring pharmacy or practice immediately and follows the agreed clinical handover procedure, whether return to pharmacy, handover to duty manager, or other agreed protocol established at the initial consultation. Nothing is left unattended. Charges: loaded mileage to delivery address + return mileage to collection address + waiting time where applicable at plan rate.

  • The clinical cancellation allowance does not apply to failed collections or failed deliveries.

  • See the Policy Handbook for the full Health Logistics failed collection and failed delivery policy.

Eligibility

  • HL Standard - open to any healthcare provider or patient with no prior arrangement required. Contact Andrew to book.

  • HL Partnership - for practices, care homes, or pharmacies with a regular minimum of £112.00 per month in time charges. Agreed at an initial consultation with Andrew.

  • HL Partnership Plus - for organisations with a regular minimum of £192.00 per month in time charges. Agreed at an initial consultation with Andrew.

General conditions

  • All services delivered by a single dedicated operator - Andrew Cain, DBS checked

  • All Health Logistics services are subject to availability.

  • Non-regulated, ambient prescription items and clinical documentation only

  • Controlled drugs, temperature-controlled medications, biological samples, and hazardous materials are not transported under any circumstances

  • Every delivery is made to the named patient or an authorised representative only, nothing is left unattended

  • A failed delivery procedure is agreed and confirmed in writing at the initial consultation. Andrew follows the agreed clinical handover protocol where delivery cannot be completed. Nothing is left unattended

  • Care home and clinical setting entry procedures are followed as required by the receiving organisation

  • Proof of delivery on every job: recipient name, date, and time

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

RESERVED CAPACITY

Reserved Hald-Day & Full Day

Reserved Capacity guarantees Andrew's exclusive availability for a defined period: half-day (up to 4 hours) or full day (up to 8 hours). Available to Partnership, and Partnership Plus clients.

ITEM

CHARGE

Half-day reservation fee

£120.00

Full-day reservation fee

£200.00

Reserved period - half-day

Up to 4 hours of exclusive availability

Reserved period - full day

Up to 8 hours of exclusive availability

Approach mileage

​

At applicable plan approach rate (Partnership £0.80/mile, Partnership Plus £0.75/mile)

Loaded mileage

​

At applicable plan loaded rate (Partnership £1.55/mile, Partnership Plus £1.45/mile)

Return mileage

At applicable plan approach rate where applicable

Out-of-hours

OOH mileage rates apply if the reserved period falls outside 08:00–18:00 Monday to Friday

Operational expenses

Parking, tolls, congestion charges at cost plus £0.50 per transaction handling charge, receipted and itemised on invoice

Client purchases

Float collected at booking (estimated cost + 10%). £2.50 per transaction handling charge. Excess float refunded within 7 days; shortfall invoiced on completion.

Cancellation

No charge 24+ hrs / 50% of fee 2–24 hrs (Half-day: £60.00 / Full day: £100.00) / Full fee under 2 hrs (Half-day: £120.00 / Full day: £200.00). See Cancellation section below.

Recurring discount

Available for regular recurring reservations, contact Andrew to discuss

What Reserved Capacity includes

  • Andrew's exclusive availability for the full reserved period, no other jobs accepted during that time

  • Courier and concierge services within the reserved period

  • The reservation fee covers all time within the period, no base charge and no errand time charge

  • Client purchase service available within the reserved period, subject to float and handling charge terms. 

  • Confirmed start time and location agreed at booking

  • Proof of delivery and timestamped records for every job completed within the period

Billing

  • Reservation fee: invoiced at booking and due on receipt. Secures the reserved period exclusively. The reservation fee covers all time within the period, no per-job base charge and no errand time charge applies to any work completed during the reserved period.

  • Mileage and operational expenses: billed at month end and consolidated with the monthly invoice. Jobs completed during the reserved period do not count against the monthly minimum, the RC period is a standalone availability purchase sitting outside the monthly commitment.

  • Client purchases: purchase float collected at booking at estimated cost plus 10%. £2.50 transaction handling charge invoiced on completion per purchase transaction. Excess float refunded within 7 days of completion; any shortfall invoiced on completion and due within 7 days.

​

Cancellation

  • Reserved Capacity cancellation terms supersede the standard cancellation charge. Both do not apply simultaneously.

  • More than 24 hours notice: no charge. The period is released and may be reallocated.

  • 2 to 24 hours notice: 50% of the reservation fee is due (Half-day: £60.00 / Full day: £100.00). 

  • Under 2 hours notice: the full reservation fee is due (Half-day: £120.00 / Full day: £200.00). 

  • Notice periods are measured in calendar hours from when you contact Andrew, not business hours.

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

General conditions

  • Reserved Capacity bookings are subject to availability at the time of booking. Once confirmed in writing the period is held exclusively

  • Reserved Capacity is available to Partnership, and Partnership Plus clients.

  • The reserved period is exclusive to the client, Andrew will not accept other bookings during this time

  • Work completed within the reserved period is subject to the same service standards, proof of delivery requirements, and general operating conditions as all CainDirect jobs

  • Items not accepted under Reserved Capacity are the same as under the applicable courier plan: pallets, large freight, controlled drugs, and hazardous materials are not transported

  • Recurring reservations (weekly or fortnightly half-day or full-day slots) are available and may attract a discount, contact Andrew to discuss

  • All services are delivered by a single dedicated operator - Andrew Cain, DBS checked

  • CainDireService may be suspended where invoices remain unpaid beyond the due date

Questions about pricing or billing?

Contact Andrew directly - all billing queries handled personally.

07795 504 739

andrew@caindirect.co.uk · caindirect.co.uk

bottom of page