Terms and Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern the use of the websites www.vectahealthcare.co.uk and www.bookanambulance.co.uk (collectively referred to as the “Websites”) and the services provided by Vecta Healthcare Limited (“Vecta Healthcare”, “we”, “us”, or “our”).

By accessing, browsing, using, or making a booking through either Website, you agree to be bound by these Terms. If you do not agree with these Terms, you must not use our Websites or services.

2. About Vecta Healthcare

Vecta Healthcare operates as an intermediary booking and coordination platform that connects customers requiring patient transport, non-emergency transport, ambulance transport, medical repatriation, event medical transport, and related healthcare transport services with independent transport providers.

The primary booking platform for transport services is:

www.bookanambulance.co.uk

The website:

www.vectahealthcare.co.uk

provides information regarding Vecta Healthcare and related healthcare services and may direct users to the booking platform.

3. Definitions

In these Terms:

• “Customer” means any individual, family member, representative, organisation, or business making a booking.
• “Provider” means the independent ambulance, patient transport, medical transport, or healthcare transport company providing the transport service.
• “Booking Fee” means the fee paid directly to Vecta Healthcare for arranging and securing a transport booking.
• “Provider Charges” means charges payable to the Provider for the delivery of transport services.
• “Transport Service” means any healthcare, patient, medical, ambulance, or specialist transport arranged through our platform.

4. Nature of Our Service

4.1 Vecta Healthcare acts solely as an intermediary, coordinator, and booking platform.

4.2 Vecta Healthcare is not the provider of the transport service unless expressly stated in writing.

4.3 The contract for the transport service is made directly between the Customer and the selected Provider.

4.4 Vecta Healthcare does not employ, supervise, direct, or clinically manage the Providers listed through our Websites.

4.5 Each Provider operates as an independent business and remains solely responsible for all services delivered.

5. Clinical Responsibility

5.1 All clinical assessments, treatment decisions, patient care, medical supervision, safeguarding obligations, staffing levels, vehicle suitability, infection control measures, clinical governance, and transport eligibility decisions remain solely the responsibility of the Provider.

5.2 Vecta Healthcare accepts no responsibility for:

• Clinical care provided during transport.
• Medical advice or decisions made by the Provider.
• Patient treatment before, during, or after transport.
• Delays arising from clinical considerations.
• Clinical outcomes.
• Patient deterioration or medical complications.

5.3 Any concerns, complaints, incidents, or claims relating to clinical care must be addressed directly with the Provider responsible for delivering the transport service.

6. Bookings

6.1 All bookings are subject to Provider availability.

6.2 Submission of a booking request does not guarantee acceptance.

6.3 Transport services shall only be confirmed when both:

• The Vecta Healthcare booking process has been completed; and
• A Provider has confirmed acceptance of the booking.

6.4 We reserve the right to decline any booking request at our discretion.

7. Pricing and Payments

7.1 Separate Transactions

Customers acknowledge that:

a) The Booking Fee paid to Vecta Healthcare is a separate transaction from any payment made to the Provider.

b) The Booking Fee relates solely to the arrangement, administration, coordination, and securing of the booking.

c) Provider Charges are payable directly to the Provider in accordance with their individual terms and payment requirements.

d) Payment of the Booking Fee does not constitute payment for the transport service itself.

7.2 Provider Charges

The final Provider Charges may vary depending on:

• Patient requirements.
• Vehicle requirements.
• Clinical staffing requirements.
• Journeys and waiting times.
• Additional equipment requirements.
• Changes requested by the Customer.

The Customer remains responsible for all charges due to the Provider.

8. Cancellation Policy

8.1 Vecta Healthcare Booking Fees

All Booking Fees paid to Vecta Healthcare are:

• Non-refundable.
• Non-transferable.
• Retained to cover administration, sourcing, coordination, and booking services.

8.2 Discretionary Refunds

Vecta Healthcare may, at its sole discretion, offer a full or partial refund of the Booking Fee in exceptional circumstances.

No Customer shall have an automatic entitlement to a refund of the Booking Fee.

Any decision to provide a refund shall be entirely at the discretion of Vecta Healthcare.

8.3 Provider Refunds

Any refund relating to the transport service itself will be governed exclusively by the Provider’s own cancellation and refund policies.

Vecta Healthcare:

• Has no control over Provider refund policies.
• Does not guarantee any refund from a Provider.
• Is not liable for any refusal by the Provider to provide a refund.

Customers may be required to deal directly with the Provider regarding any request for reimbursement of Provider Charges.

9. Changes to Bookings

9.1 Requests to amend bookings are subject to Provider approval and availability.

9.2 Changes may result in revised pricing.

9.3 Additional administration fees may apply where substantial amendments are requested.

10. Delays and Service Availability

Vecta Healthcare shall not be liable for:

• Traffic delays.
• Weather conditions.
• Road closures.
• Mechanical failures.
• Clinical emergencies.
• Staff shortages.
• Delays caused by hospitals, care homes, airports, ports, or other third parties.

Estimated collection and arrival times are provided for guidance only and are not guaranteed.

11. Customer Responsibilities

Customers must:

• Provide accurate booking information.
• Disclose relevant mobility requirements.
• Disclose medical conditions that may affect transport.
• Inform the Provider of any equipment requirements.
• Ensure all information supplied is truthful and complete.

Vecta Healthcare reserves the right to cancel arrangements where false, misleading, or incomplete information has been provided.

12. Complaints

12.1 Complaints concerning:

• Clinical care;
• Ambulance staff;
• Treatment decisions;
• Clinical outcomes; or
• Patient management;

must be directed to the Provider.

12.2 Complaints concerning:

• The booking process;
• Administration;
• Customer service provided by Vecta Healthcare;

may be submitted to Vecta Healthcare via the contact details on the Websites.

13. Limitation of Liability

To the fullest extent permitted by law, Vecta Healthcare shall not be liable for:

• Any clinical negligence.
• Personal injury resulting from Provider services.
• Medical complications.
• Clinical decisions made by Providers.
• Missed appointments.
• Consequential losses.
• Indirect losses.
• Loss of earnings.
• Loss of opportunity.
• Emotional distress.

Where liability cannot legally be excluded, Vecta Healthcare’s liability shall be limited to the value of the Booking Fee paid to Vecta Healthcare.

Nothing in these Terms shall exclude liability for:

• Fraud or fraudulent misrepresentation.
• Death or personal injury caused by our negligence where such liability cannot legally be excluded.

14. Insurance

Each Provider is responsible for maintaining all insurance, licences, registrations, certifications, and regulatory approvals required to deliver transport services.

Vecta Healthcare does not guarantee the scope or adequacy of any Provider insurance arrangements.

15. Data Protection and Privacy

Personal information will be processed in accordance with our Privacy Policy and applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

Information may be shared with Providers where necessary to arrange and deliver transport services.

16. Intellectual Property

All content on www.vectahealthcare.co.uk and www.bookanambulance.co.uk including:

• Text;
• Graphics;
• Branding;
• Logos;
• Software;
• Designs;
• Images; and
• Website content

remains the property of Vecta Healthcare or its licensors and may not be copied, reproduced, or distributed without written permission.

17. Website Availability

We do not guarantee uninterrupted access to either Website and reserve the right to:

• Modify content;
• Suspend access;
• Remove features;
• Carry out maintenance;

without notice.

18. Links to Third Parties

The Websites may contain links to third-party websites. Vecta Healthcare is not responsible for the content, security, availability, or practices of external websites.

19. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Contact Information

Vecta Healthcare

Website: www.vectahealthcare.co.uk

Booking Platform: www.bookanambulance.co.uk

Email: hello@BookAnAmbulance.co.uk