Version 2.0 - October 2025
1. Definitions
1.1 ‘Company’ means North West Medical Solutions Ltd (NWMS).
1.2 ‘Customer’ means the person, organisation, or authority requesting or purchasing Patient Transport Services from the Company.
1.3 ‘Booking’ means any confirmed request for the provision of Services, including single journeys, shifts, or ongoing contractual arrangements.
1.4 ‘Services’ means any ambulance, medical, or patient transport services provided by the Company.
1.5 ‘Personnel’ means any employee, subcontractor, or representative of the Company engaged in delivering the Services.
1.6 ‘Contract’ means the agreement between the Company and the Customer for the provision of Services, including these Terms and Conditions.
1.7 ‘VAT’ means Value Added Tax at the prevailing rate.
2. Bookings and Acceptance
2.1 All requests for Services must be submitted using the Company’s official Transport Booking Form or an approved alternative method agreed in writing.
2.2 A quotation from the Company does not constitute a binding offer. A Contract is formed only when the Company confirms acceptance of the Booking in writing.
2.3 Acceptance of a Booking is subject to resource availability. The Company reserves the right to decline any request for Services without obligation.
2.4 Each confirmed Booking is considered a Commitment, which may represent a single journey, shift, or ongoing contract.
3. Charges
3.1 All charges are outlined in the Company’s current Rate Card or agreed contract. Rates may be amended at any time prior to booking confirmation.
3.2 Standard operating hours are 08:00 to 18:00. Bookings outside these hours, or on Bank/Public Holidays, may incur an Unsociable Hours Surcharge, which will be confirmed in advance.
3.3 For Bookings exceeding 6 hours, time for staff rest breaks must be included in the scheduled hours.
3.4 For fixed-shift bookings, the confirmed end time marks the completion of the Company’s contractual obligation. Any continuation beyond this time requires prior approval and will incur additional charges.
3.5 The Customer must notify the Company in advance if extended coverage is likely to be required. Late requests for overrun cover cannot always be guaranteed.
3.6 Mileage charges apply at the agreed rate for any distance exceeding the inclusive mileage allowance for a Booking.
3.7 Cancellation Charges (see Section 7) apply to all confirmed Bookings.
3.8 Payment Terms are 7 days from the invoice date unless otherwise agreed in writing.
3.9 All quoted prices are exclusive of VAT, which will be applied at the prevailing rate.
3.10 Preferred payment method is BACS transfer. Payments via cheque or cash are subject to a £3.00 surcharge per transaction. Credit/debit card payments via Stripe or PayPal are accepted.
3.11 Late payments may incur:
- a 10% surcharge per 7-day period after the due date; and
- referral to the Company’s legal or debt recovery department if payment remains outstanding.
All recovery costs will be charged to the Customer.
4. Cancellation of Bookings
4.1 All cancellations must be made in writing and acknowledged by the Company.
4.2 Cancellation fees will apply as follows:
Notice Period (before Booking start) | Cancellation Fee (% of total quoted cost) |
|---|---|
More than 48 hours | 0% |
48 hours or less | 25% |
Less than 12 hours | 100% |
4.3 Short-notice Bookings cancelled after confirmation remain chargeable under this policy.
4.4 The Company reserves the right to cancel or adjust Bookings in cases of severe weather, major incidents, or other safety risks. In such cases, no cancellation fee will apply.
5. Responsibilities of the Customer
5.1 The Customer is responsible for ensuring all information provided to the Company is accurate and complete.
5.2 Where a Booking exceeds 6 hours, the Customer must allow suitable rest breaks for Company Personnel.
5.3 The Customer must provide timely updates on patient condition and ensure a formal clinical handover to Company staff prior to transfer.
5.4 The Customer must ensure the pickup and drop-off environments are safe, accessible, and compliant with health and safety regulations.
5.5 The Customer shall ensure that any required authorisations or consents for the transport of patients are obtained in advance.
6. Responsibilities of the Company
6.1 The Company will provide Services in accordance with recognised standards of good ambulance and patient transport practice.
6.2 The Company may undertake its own risk assessments, but these are for internal use only. The Customer retains overall responsibility for patient movement and safety at their site.
6.3 In the event of a major incident or national emergency, the Company may be directed by statutory bodies (e.g. NHS, Police, or Local Resilience Forums). If withdrawal from a Booking is necessary, no charge will apply, and the Company accepts no liability for consequential loss.
6.4 Should staff or vehicle shortages occur despite all reasonable planning, the Company will use its best endeavours to source equivalent resources or provide advance notice to the Customer.
6.5 The Company may subcontract part or all of a Booking to reputable, insured partner organisations. Full details will be provided upon request.
6.6 The Company and its Personnel shall not be liable for property damage resulting from emergency access or egress.
7. Liability
7.1 Except for death or personal injury resulting from the Company’s negligence, the Company’s total liability under any Contract shall be limited to the invoiced value of the Services provided.
7.2 The Company shall not be liable for indirect or consequential losses, including loss of profit, revenue, or reputation.
7.3 The Company shall not be liable for failure to perform its obligations due to causes beyond its reasonable control (see Section 11 – Force Majeure).
8. Data Protection and Confidentiality
8.1 The Company complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
8.2 Patient data will only be shared where lawful and necessary for clinical, operational, or legal purposes.
8.3 Personal information may be disclosed only with the patient’s consent, legal instruction, or under a valid Information Sharing Agreement (e.g. NHS or statutory agency).
8.4 Both parties must maintain confidentiality regarding all information obtained in connection with the Services.
9. Complaints and Feedback
9.1 Any concerns or complaints should initially be raised with the senior NWMS staff member on duty.
9.2 Formal complaints must be submitted in writing to the Managing Director, North West Medical Solutions Ltd, or by email to feedback@northwestmedicalsolutions.co.uk.
9.3 The Company will acknowledge and investigate all complaints in accordance with its Complaints Policy.
10. Insurance
10.1 The Company holds the following insurance as standard:
- Public Liability Insurance: £10 million (aggregate)
- Medical Malpractice and Professional Indemnity Insurance: £10 million (aggregate)
- Employer’s Liability Insurance: £10 million (aggregate)
10.2 Proof of insurance is available upon request.
11. Force Majeure
11.1 The Company shall not be liable for any delay or failure in performance arising from events beyond its reasonable control, including but not limited to fire, flood, pandemic, industrial action, vehicle breakdown, terrorism, or government restrictions.
11.2 In such cases, the Company will notify the Customer as soon as practicable and work to mitigate the impact where possible.
12. General Provisions
12.1 Each party retains ownership of its respective intellectual property.
12.2 Any variations to these Terms must be agreed in writing and signed by both parties.
12.3 Failure to enforce any provision shall not constitute a waiver of rights.
12.4 Promotional photographs or media taken during PTS operations may be used by NWMS for marketing or training unless the Customer specifically requests otherwise in writing.
12.5 If any clause is found invalid or unenforceable, the remaining clauses shall continue in full force.
12.6 Nothing in this Agreement constitutes a partnership or joint venture between the parties.
12.2 Any variations to these Terms must be agreed in writing and signed by both parties.
12.3 Failure to enforce any provision shall not constitute a waiver of rights.
12.4 Promotional photographs or media taken during PTS operations may be used by NWMS for marketing or training unless the Customer specifically requests otherwise in writing.
12.5 If any clause is found invalid or unenforceable, the remaining clauses shall continue in full force.
12.6 Nothing in this Agreement constitutes a partnership or joint venture between the parties.
13. Law and Jurisdiction
13.1 These Terms and any associated Contract shall be governed by and construed in accordance with the laws of England and Wales.
13.2 Both the Company and the Customer submit to the exclusive jurisdiction of the courts of England and Wales.
13.2 Both the Company and the Customer submit to the exclusive jurisdiction of the courts of England and Wales.