Terms & Conditions
EXORA INTERNATIONAL LIMITED (t/a Exora Medical)
General Terms and Conditions for Exora Ambulance Transport Services
1. INTRODUCTION
These Terms and Conditions govern the provision of ambulance transport services and associated medical support services supplied by Exora International Limited trading as Exora Medical ("the Contractor").
These Terms apply to all Customers unless otherwise superseded by a formal written contract or Service Level Agreement signed by both parties. By requesting, booking, or accepting Services from the Contractor, the Customer confirms acceptance of these Terms and Conditions.
2. DEFINITIONS
For the purposes of these Terms and Conditions,
Term Definition
Contractor - Exora International Limited trading as Exora Medical
Customer - Any organisation, company, authority, NHS Trust, care provider, broker, or private individual booking services
Commitment - Any booking, assignment, shift, patient transport, standby cover, event medical cover, or recurring service
Patient -The individual receiving transport or medical services
Services -Ambulance transport services, patient transport services, medical staffing, and associated operational support
Rate Card -The Contractor’s current schedule of charges
Quotation -Any written estimate or pricing proposal issued by the Contractor
3. ORDERS AND ACCEPTANCE OF SERVICES
All requests for Services should be submitted via the Contractor’s Transport Booking Form, email, approved booking portal, telephone, or any alternative method agreed in writing.
Submission of a booking request does not guarantee acceptance. A legally binding agreement shall only arise once the Contractor confirms acceptance in writing and the Customer accepts these Terms and Conditions.
All quotations issued by the Contractor are subject to operational availability, valid only for the stated period, and may be revised where operational requirements change. Quotations do not constitute a legally binding offer.
The Contractor reserves the right to refuse any booking request at its sole discretion and may subcontract all or part of the Services to suitably qualified and insured providers where operationally necessary.
4. CHARGES AND PAYMENT
Charges for Services are detailed within quotations, contracts, service agreements, or the Contractor’s current Rate Card. Unless otherwise agreed, standard pricing applies between 08:00 and 20:00.
Additional charges may apply for unsociable hours, Bank Holidays, Public Holidays, excess mileage, waiting time, additional crew requirements, specialist equipment requirements, bariatric transport requirements, infection prevention measures, or delays outside the Contractor’s control.
Any mileage exceeding the agreed inclusive allowance shall be charged at the prevailing mileage rate. Waiting time beyond any agreed grace period may also be chargeable.
Where a Commitment exceeds the agreed duration, additional charges may apply and staff welfare and statutory break requirements must be accommodated. Contractor personnel reserve the right to decline additional duties extending beyond the agreed booking period.
Unless otherwise agreed in writing, invoices are payable within 7 calendar days and payment must be made in cleared funds. The preferred payment method is BACS transfer, although debit card, credit card, and other approved electronic payment methods may also be accepted.
Private customers may be required to make payment in full prior to dispatch of resources.
The Contractor reserves the right to charge statutory interest pursuant to the Late Payment of Commercial Debts (Interest) Act 1998, apply administration charges, suspend future services, and instruct debt recovery agencies where payment terms are breached. The Customer shall remain liable for all recovery costs, legal fees, and associated expenses.
5. CANCELLATION POLICY
Cancellation notices must be submitted directly to the Contractor, received prior to the Commitment start time, and acknowledged by the Contractor.
Unless otherwise agreed in writing, no cancellation charge shall apply where more than 48 hours’ notice is provided. Cancellations made between 24 and 48 hours before the Commitment may incur a charge of 25% of the quoted fee, while cancellations made less than 12 hours before commencement may incur the full quoted fee.
Short notice bookings remain fully subject to this cancellation policy.
The Contractor reserves the right to cancel or amend bookings where necessary due to severe weather, force majeure events, operational emergencies, staff safety concerns, vehicle failure, major incidents, or national resilience requirements. Where possible, reasonable notice will be provided.
Notice Period Before Commitment - Cancellation Charge
More than 48 hours - No Charge
24 to 48 hours - 25% of Quoted Fee
Less than 12 hours -100% of Quoted Fee
6. CUSTOMER RESPONSIBILITIES
The Customer shall ensure that all booking information provided to the Contractor is accurate, complete, and up to date. This includes details relating to patient mobility, medical condition, infection risks, safeguarding concerns, access arrangements, escort requirements, and behavioural risks.
The Customer shall ensure that a formal clinical handover is completed prior to transfer of responsibility and must immediately notify the Contractor of any material changes affecting the booking.
The Customer is responsible for ensuring safe and suitable access and egress arrangements are available at collection and destination locations.
Where crews remain onsite for extended periods, reasonable welfare facilities should be made available.
The Customer remains responsible for the behaviour of patients, relatives, escorts, carers, and representatives. The Contractor reserves the right to withdraw Services where abusive, threatening, violent, discriminatory, or otherwise unsafe behaviour occurs.
The Contractor reserves the right to refuse or discontinue transport where the Patient’s condition differs materially from the booking, safety risks are identified, insufficient information has been provided, or the required resources are unavailable.
7. CONTRACTOR RESPONSIBILITIES
The Contractor shall provide Services using appropriately trained personnel, suitably maintained vehicles, and equipment compliant with applicable legislation and recognised industry standards.
The Contractor may undertake operational risk assessments for its own purposes. Such assessments do not remove or reduce the Customer’s responsibilities.
All Services remain subject to operational availability. The Contractor reserves the right to substitute vehicles or personnel, revise schedules, or reduce resources where operationally necessary.
In exceptional circumstances, Contractor resources may be redirected to support NHS services, emergency services, local resilience forums, or major incident responses. The Contractor accepts no liability for losses arising from such redeployment.
8. CLINICAL SAFETY AND OPERATIONAL LIMITATIONS
The Contractor reserves the right to refuse or discontinue transport where the Patient requires a higher level of clinical care than originally booked or where crew safety may be compromised.
Services may be withdrawn where environmental risks exist, violence or aggression occurs, unsafe manual handling risks are identified, or conditions are otherwise deemed unsafe.
The Contractor reserves the right to refuse unsafe lifting or carrying activities.
The Contractor maintains infection prevention and control procedures aligned with current guidance and legislation. Additional charges may apply where enhanced infection control measures are required.
The Contractor operates safeguarding procedures in accordance with current UK safeguarding legislation and guidance. Any safeguarding concerns identified during service delivery may be escalated to the appropriate authorities.
The Contractor maintains safeguarding and infection prevention procedures in accordance with current legislation and recognised industry guidance.
9. LIMITATION OF LIABILITY
To the fullest extent permitted by law, the Contractor shall not be liable for indirect losses, consequential losses, loss of profit, reputational damage, loss of opportunity, or business interruption.
The Contractor shall not be liable for delays caused by circumstances outside its reasonable control including traffic congestion, road closures, severe weather, vehicle breakdown, emergency incidents, industrial action, fuel shortages, or force majeure events.
Neither the Contractor nor its personnel shall be liable for unavoidable damage caused during emergency access or egress situations.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability which cannot lawfully be excluded.
10. DATA PROTECTION AND CONFIDENTIALITY
Both parties shall comply with UK GDPR, the Data Protection Act 2018, and all applicable data protection legislation.
Personal information shall only be processed for lawful operational, clinical, safeguarding, legal, regulatory, insurance, and administrative purposes.
Each party shall keep confidential all commercially sensitive and personal information received from the other party.
Information may be disclosed or shared where required by law, necessary to protect life or prevent harm, required for safeguarding purposes, necessary for continuity of clinical care, required by regulatory authorities, subject to an applicable information sharing agreement, or otherwise authorised by the individual concerned.
All disclosures shall be made in accordance with applicable legislation, professional obligations, and confidentiality requirements.
The Contractor reserves the right to retain operational, clinical, financial, safeguarding, and administrative records for such periods as required by law, regulatory guidance, insurers, contractual obligations, or legitimate business interests.
Telephone calls, emails, electronic communications, CCTV footage, vehicle tracking data, and digital records may be monitored or retained for training, quality assurance, safeguarding, complaint investigation, incident investigation, legal proceedings, fraud prevention, and evidential purposes.
The Contractor maintains appropriate data protection and confidentiality procedures in accordance with UK GDPR and associated legislation.
11. INSURANCE
The Contractor maintains appropriate insurance cover including Public Liability Insurance, Employer’s Liability Insurance, Motor Insurance, Professional Indemnity Insurance, and such additional insurance as may reasonably be required for the provision of Services.
Evidence of insurance may be supplied upon reasonable request.
The Customer shall remain responsible for maintaining their own appropriate insurance arrangements in relation to their operations, personnel, premises, and service users.
12. COMPLAINTS, INCIDENTS AND FEEDBACK
Any concerns regarding the Services provided should be raised with the Contractor as soon as reasonably practicable to allow prompt review and resolution.
Formal complaints must be submitted in writing to the
Managing Director
Exora International Limited
Email: info@exoramedical.com
All complaints and incidents shall be investigated in accordance with the Contractor’s internal procedures. The Contractor reserves the right to obtain witness statements, review vehicle CCTV, review call recordings and electronic records, obtain clinical documentation, and liaise with external agencies where appropriate.
Complaints should ordinarily be submitted within 30 days of the relevant incident. Complaints shall be managed in accordance with the Contractor’s internal complaints procedures.
The Contractor is committed to continuous improvement and may use complaints, incidents, compliments, audits, and feedback to improve operational and clinical standards.
13. FORCE MAJEURE
The Contractor shall not be liable for any failure, interruption, or delay in performing its obligations where caused directly or indirectly by circumstances beyond its reasonable control, including but not limited to severe weather, flooding, fire, pandemic or epidemic, terrorism, civil unrest, industrial action, cyber incidents, utility failures, fuel shortages, road closures, governmental restrictions, or acts or omissions of third parties.
The Contractor shall use reasonable endeavours to minimise disruption and restore Services as soon as reasonably practicable. The Contractor maintains appropriate business continuity arrangements to support operational resilience wherever reasonably practicable.
14. INTELLECTUAL PROPERTY
All intellectual property rights relating to documents, branding, logos, operational procedures, training materials, software, systems, templates, and policies shall remain the sole property of the Contractor unless otherwise agreed in writing.
The Customer shall not reproduce, distribute, modify, or commercially exploit any Contractor documentation or materials without prior written consent.
15. NON-SOLICITATION OF STAFF
The Customer shall not directly or indirectly employ, engage, solicit, or induce any Contractor employee, subcontractor, or representative introduced through the Services during the term of the agreement and for a period of 12 months thereafter.
Where this clause is breached, the Contractor reserves the right to charge an introduction fee equivalent to a reasonable recruitment and administration cost.
16. MEDIA, RECORDINGS AND PHOTOGRAPHY
Unless specifically prohibited in writing, the Contractor reserves the right to take non-identifiable operational photographs for marketing, recruitment, training, promotional, and quality assurance purposes.
No identifiable patient information, imagery, or confidential material shall be used without appropriate lawful authority or explicit consent.
The Contractor may utilise vehicle CCTV systems, dashboard cameras, lone worker monitoring systems, and body-worn video devices for staff safety, safeguarding, incident investigation, crime prevention, and evidential purposes.
17. GENERAL PROVISIONS
These Terms and Conditions constitute the entire agreement between the parties unless superseded by a separate written contract or Service Level Agreement.
No amendment or variation to these Terms shall be valid unless agreed in writing by authorised representatives of both parties.
If any provision of these Terms is held to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.
No failure or delay by either party in exercising any right or remedy shall constitute a waiver of that or any other right.
A person who is not a party to the agreement shall have no rights under the Contracts (Rights of Third Parties) Act 1999.
Nothing within these Terms shall create a partnership, agency relationship, joint venture, or employment relationship between the parties.
Any notice required under these Terms shall be deemed properly served if delivered by email, recorded delivery post, or by hand to the last known business address or authorised contact details of the receiving party.
18. GOVERNING LAW AND JURISDICTION
These Terms and any dispute arising from them shall be governed by and construed in accordance with the laws of England and Wales.
The parties irrevocably submit to the exclusive jurisdiction of the Courts of England and Wales.
19. ACCEPTANCE
By requesting, booking, or accepting Services from Exora International Limited, the Customer confirms that they have read these Terms and Conditions, understand them, and agree to be legally bound by them.
EXORA INTERNATIONAL LIMITED (Trading as Exora Medical) - Providing professional, safe, responsive and patient-focused ambulance transport services throughout the United Kingdom.