Terms and Conditions of Service

By accessing or using the services provided by Alliance Ambulance Services Ltd, you agree to be bound by the terms outlined below. If you do not accept these terms, you should refrain from using our services or website.

1. Company Details

Alliance Ambulance Services Ltd (Company Number SC590014) is a company registered in Scotland. The registered office is located at 18 Barrow Drive, East Kilbride, G75 7AB. The Company is registered for VAT under number GB447434384. All general enquiries should be directed to 0333 577 9993.

2. Scope of Services

Alliance Ambulance Services Ltd provides the following services:

• Patient transport, including bariatric and palliative/end-of-life care
• Event medical cover
• Repatriation
• Community outreach
• Risk assessments and medical standby, including wait and return services

Where relevant, charges for assessments or standby services may be included within overall pricing for transport or medical provision.

3. Booking and Confirmation

Bookings may be initiated by submitting a quote enquiry form or by contacting our office directly. In response, an estimate may be issued for the customer’s review and acceptance. Once accepted, an invoice is automatically generated. In some instances, an invoice may be issued directly following communication by telephone or email, without a formal estimate.

Acceptance of an estimate, invoice, or confirmation of services by email, phone or other communication constitutes agreement to proceed and acceptance of these Terms and Conditions, as well as any other applicable policies issued by the Company.

4. Cancellation and Amendments

Customers may cancel or amend their booking by providing at least 24 hours’ notice prior to the scheduled commencement date. Requests for cancellation or amendment received less than 24 hours in advance will not be eligible for a refund or credit, except in circumstances deemed exceptional by the Company.

Such exceptions may include serious illness, death, bereavement, or significant changes to accommodation or medical needs. The Company retains sole discretion in determining whether these circumstances apply.

5. Service Commencement

Services are deemed to have commenced from the date agreed during the booking process, irrespective of whether a physical service has yet been delivered. Once a service is deemed to have commenced, it is no longer eligible for cancellation, refund, or credit.

6. Invoicing and Payment

Payment of invoices is a condition of service. Invoices must be paid in full by the due date stated. Where payment is late, the Company reserves the right to withhold current or future services without notice. Where services have already been delivered but remain unpaid, the Company may recover the outstanding balance through debt collection, legal proceedings, or enforcement action.

The Company also reserves the right to charge statutory interest on late payments, in line with the Late Payment of Commercial Debts (Interest) Act 1998. This interest is set at 8% above the Bank of England base rate. The Company may also recover fixed compensation and reasonable costs associated with debt recovery. The Company will apply such charges at its discretion.

Surcharges

The Company may apply a surcharge where, in its view, a patient or associated party has misused the service. This includes, but is not limited to, damage to vehicles or equipment, abusive or threatening behaviour, refusal to follow reasonable instructions, avoidable delays, repeated non-attendance without notice, or providing false or misleading information. Surcharges cover the additional time, cost and operational disruption caused by such incidents.

Surcharges are applied in line with the Consumer Rights Act 2015 (recovery of reasonable costs for breach of contract), the Health and Safety at Work etc. Act 1974 (duty to protect staff and others), the common law duty of care (liability for foreseeable loss), and civil recovery guidance (cost recovery linked to misuse). All cases are assessed individually. Surcharges are proportionate to the impact and supported by identifiable costs.

A surcharge will only be applied where the Company determines that the behaviour or action has caused disruption, risk or loss beyond what is reasonable in the normal course of service. This decision takes account of the incident, its effect on staff or operations, and any similar past conduct.

7. Refunds and Credit Notes

Refunds and credit notes are issued only in the following circumstances:

• Cancellation of services in line with these Terms
• Billing errors
• Overpayments
• Where required under applicable law

Requests must be submitted in writing within 14 days of payment. Once a service has commenced, no refunds or credits will be issued. The Company will assess refund and credit requests on a case-by-case basis.

Cooling-off period

If you book a service online or by phone, you have the right to cancel within 14 days under the Consumer Contracts Regulations 2013. This right does not apply if:

• You request for the service to begin during the 14-day period, and
• The service is fully carried out before you cancel.

By proceeding with a booking and requesting an early start, you agree to waive your right to cancel once the service has been completed.

If you have questions about this right, you must contact us before booking.

8. Communications

For patient transport services, automated SMS updates may be provided to the customer or the individual receiving care. While every effort is made to adhere to scheduled service times, delays may occur due to operational or environmental factors. In such cases, we will seek to keep customers informed in a timely manner.

9. Service Delivery

The Company aims to provide all services in line with the standards reasonably expected within the industry. While every effort is made to adhere to scheduled times and deliver agreed services, we cannot guarantee uninterrupted or error-free delivery in all circumstances.

10. Insurance and Legal Responsibility

Alliance Ambulance Services Ltd maintains all appropriate insurance coverage, including public liability and professional indemnity.

To the fullest extent permitted by law, the Company excludes liability for any indirect, incidental, or consequential loss. The total liability of the Company is limited to the amount paid for the relevant service. This limitation does not apply in cases involving death or personal injury caused by our negligence or any other liability which cannot be excluded or limited by law.

11. Website Use

All content on the Company’s website is protected by copyright and may not be reused, reproduced or modified without written permission. Use of the website is at the user's own risk. We do not guarantee the completeness or accuracy of any information provided.

You may link to our homepage in a fair and legal manner, provided this does not suggest any form of endorsement or association without our prior written approval. We are not responsible for the content of any third-party websites linked to or from our website.

12. Account Use and Security

Customers who register for an online account may view estimates, invoices, and statements, make payments, and access support services. Customers are responsible for the security of their account credentials and for all activity under their account. Any unauthorised access must be reported immediately.

13. Data Protection

Alliance Ambulance Services Ltd processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Customer data is used solely for service provision, account management, and payment processing. Payment information is securely handled by Stripe; we do not store or have access to card details.

You may contact us to request access to your personal data, or to request correction or deletion, as outlined in our Privacy Policy.

14. Complaints

If you wish to raise a concern or complaint, you may do so through the complaint form on our website at www.allianceambulance.co.uk, or by calling 0333 577 9993. All complaints will be acknowledged and handled in accordance with our internal procedures.

15. Jurisdiction

These Terms and Conditions are governed by the laws of Scotland. Any disputes arising from these Terms will be subject to the exclusive jurisdiction of the Scottish courts. Services are not offered under any foreign jurisdiction.

16. Changes to Terms

Alliance Ambulance Services Ltd reserves the right to revise these Terms and Conditions at any time. Continued use of our services following any update will be regarded as acceptance of the revised terms.

17. General Provisions

If any provision of these Terms is held to be invalid or unenforceable by a court of law, the remaining provisions will continue in full force.

The Company is not liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. These may include, but are not limited to:

• Severe weather conditions (e.g. snow, floods, storms)
• Fire, explosion, or other damage to property or vehicles
• Industrial action or strikes affecting transport, suppliers, or staff
• Failure of public utilities or telecommunications networks
• Acts of terrorism or sabotage
• War or armed conflict
• Epidemics, pandemics, or public health emergencies
• Government restrictions or lockdowns
• Cyber incidents or attacks that affect service delivery
• Road closures or police incidents that prevent access

In such circumstances, the Company will seek to reschedule the affected service as the first course of action. If rescheduling is not possible, and no service is delivered, the Company will consider issuing a refund or credit in line with applicable law.

No compensation is payable for delay, cancellation, or disruption caused by events outside the Company’s control, except where required by law.