Terms & Conditions

1. Pre-Booking Requirement

All journeys provided by CareRide UK must be pre-booked in advance. We do not accept on-demand, walk-in or same-day bookings without prior arrangement and agreement from CareRide UK.

A booking is only confirmed once CareRide UK has acknowledged the request and provided you with a confirmed fare in writing or verbally. Submitting an enquiry form or sending a message does not constitute a confirmed booking until you receive explicit confirmation from us.

We recommend booking as far in advance as possible to secure your preferred date and time. Popular dates may fill up quickly, and we cannot guarantee availability for late bookings.

2. Fares & Payment

All fares are confirmed prior to the journey taking place. The fare quoted at the time of booking is the fare payable for the agreed journey. Fares start from £35 for local journeys within Chelmsford and vary based on distance, number of passengers and any specific requirements.

Payment terms — including method and timing — will be agreed with you at the time of booking. We will not collect payment without your prior agreement on the terms.

Additional charges may apply in the following circumstances, which will always be communicated to you before they are incurred:

• Waiting time beyond a reasonable duration agreed at the time of booking
• Journeys that extend materially beyond the agreed destination
• Additional assistance required that was not disclosed at the time of booking
• Cancellations made with less than 24 hours’ notice (see Section 3)
• A journey that cannot be completed due to undisclosed suitability issues (see Section 4)

3. Cancellation Policy

If you need to cancel a confirmed booking, please inform us as soon as possible. We request a minimum of 24 hours’ notice wherever circumstances allow.

Cancellations made with 24 or more hours’ notice will not incur a cancellation charge. Cancellations made with less than 24 hours’ notice may be subject to a charge to cover costs already incurred in preparation for the journey. Any applicable charge will be communicated before it is applied.

CareRide UK reserves the right to cancel a booking in exceptional circumstances, including vehicle breakdown, severe weather conditions, or matters beyond our reasonable control. In such cases, we will notify you as early as possible and, where possible, assist you in finding an alternative arrangement.

4. Passenger Suitability & Right to Decline

CareRide UK is a non-emergency patient transport service. We are only able to transport stable, seated passengers whose condition and needs fall within our capability as a non-clinical transport provider.

We reserve the right to decline or cancel a booking — including upon arrival — where any of the following apply:

• The passenger’s medical condition renders the journey unsafe for a non-emergency transport provider
• The passenger requires medical monitoring or clinical intervention during travel
• The passenger is bed-bound, stretcher-dependent, or unable to be seated safely
• The passenger has a highly infectious or communicable condition that poses a risk to the driver
• The information provided at the time of booking was inaccurate, incomplete or misleading
• The passenger’s behaviour or condition presents a safety risk to the driver

Where a journey is declined on arrival due to information that was not disclosed at booking, a call-out fee will be charged to cover the driver’s time and travel costs. This fee will be communicated before any such charge is applied.

If you are in any doubt about whether a passenger is suitable for our service, please contact us before making a booking. We would always rather have this conversation in advance.

5. Passenger Responsibility

The person making the booking is responsible for providing accurate, honest and complete information about the passenger, including their medical condition, mobility requirements and any assistance they may need during the journey.

Failure to provide accurate information that results in the journey being refused, cancelled or unable to be completed safely may result in additional charges and/or restriction of future bookings.

6. Non-Emergency Service

CareRide UK is not an emergency service. Our drivers are not medical professionals and are not trained or equipped to provide clinical care or emergency medical treatment.

In the event of a medical emergency occurring before, during or after a journey, the passenger or person accompanying them should call 999 immediately. CareRide UK drivers will, in the event of an emergency arising during a journey, stop the vehicle safely and call 999, but will not attempt to provide medical intervention.

CareRide UK accepts no liability for clinical outcomes arising from the provision of non-emergency transport services.

7. Waiting Time

Where a driver is requested to wait for a passenger during their appointment or visit, a waiting time charge will apply. The applicable rate will be agreed with you in advance of the journey and confirmed before travel takes place. Waiting time charges will not be applied without prior agreement.

8. Service Area

CareRide UK primarily serves Chelmsford and the surrounding Essex area. Transport outside our standard service area may be available subject to availability, and additional charges may apply. Please contact us to discuss any journey that falls outside the immediate Chelmsford area.

9. Complaints & Feedback

We take our service quality seriously. If you have a concern or complaint about a journey, please contact us as soon as possible by phone, WhatsApp or email. We will acknowledge your complaint promptly and work with you to reach a resolution. We welcome all feedback as it helps us improve our service.

10. Changes to These Terms

These terms and conditions may be updated from time to time. The most current version will always be available on our website at carerideuk.co.uk. By making a booking with CareRide UK, you confirm that you have read, understood and agreed to these terms as they stand at the time of booking.

If you have any questions about these terms, please contact us before confirming your booking.