Terms of Trade

Last updated: 18 September 2026

1. About these terms

1.1 These terms are issued by UCS Assist Ltd (“UCS Assist”, “we”, “us”), a company registered in England & Wales under company number 17290123, whose registered office is at Bolton Business Centre, 2 Deansgate, Bolton, BL1 1BR, United Kingdom.

1.2 In these terms, “you” or the “Customer” means the person or organisation that instructs us or to whom we address an invoice, and the “Services” means the medical assistance, case management, repatriation, cost containment, claims management and related services we agree to provide to you.

2. These terms apply to UCS Assist Ltd only

2.1 These terms apply only to business done directly with UCS Assist Ltd: where UCS Assist Ltd has issued the quotation, accepted the instruction or raised the invoice.

2.2 UCS Assist is part of UCS Care Group (UCS Care Group Ltd, company number 15067831). Each other company in UCS Care Group, including UCS Training, trades under its own terms. These terms do not apply to any contract with another Group company, and UCS Assist Ltd does not contract on behalf of, or accept liability for, any other Group company. If you have been invoiced by another Group company, the terms of that company apply.

3. When these terms apply

3.1 These terms apply to every quotation we give, every instruction we accept and every invoice we issue.

3.2 Where you and UCS Assist have signed a written agreement covering the Services (for example, a service agreement or framework agreement), that agreement takes precedence. These terms then apply only to matters it does not cover.

3.3 Any terms you put forward, including terms printed on or referred to in a purchase order, do not apply unless we have agreed to them in writing.

3.4 These terms are written for business customers. If you are buying as a consumer, nothing in them affects your statutory rights.

4. Quotations and instructions

4.1 A quotation is valid for the period stated on it or, if none is stated, for 7 days. Repatriation and transport quotations depend on aircraft, crew and carrier availability, and may need to be revised if the patient’s condition or the travel requirements change.

4.2 A contract is formed when we accept your instruction in writing (email is sufficient) or begin providing the Services, whichever happens first.

4.3 Before committing third-party costs on your behalf, such as aircraft, medical escorts, flights or treatment, we may require a written guarantee of payment, a purchase order number or payment in advance.

4.4 Where you are paying privately rather than through an insurer or other payer, we may ask for a deposit or for payment in full before we provide the Services or commit any third-party costs. We will tell you which, and the amount, before we start.

5. The Services

5.1 We will provide the Services with reasonable skill and care.

5.2 Clinical decisions, including whether and when a patient is fit to travel, are made on clinical grounds. We may delay, change or stop a transfer or other part of the Services where we reasonably consider it necessary for the safety of the patient, escorting staff or others.

5.3 Parts of the Services may be delivered by third parties we engage, including air ambulance operators, airlines, ground ambulance providers, hospitals and clinicians. We select and coordinate them with reasonable care. Timings we give are estimates.

6. Your responsibilities

6.1 You will:

• give us accurate and complete information about the case, and tell us promptly if it changes;
• make sure you are entitled to share any personal data, including health data, that you send us;
• tell us of any limit on the cover, authority or budget that applies to the case.

7. Charges

7.1 Our charges are those set out in the quotation or in the rates agreed with you. Where neither applies, they are our standard rates at the time the Services are provided.

7.2 Third-party costs we incur on your behalf are recharged as quoted or, where not quoted, at cost plus any handling fee we have agreed with you.

7.3 Charges are in pounds sterling unless the quotation or invoice states otherwise.

7.4 UCS Assist Ltd is not registered for VAT and our invoices do not include VAT. If we become VAT registered, VAT will be added to our charges at the applicable rate.

8. Cancellation

8.1 You may cancel an instruction by telling us in writing. You will pay for the Services provided up to cancellation and for any third-party costs we have committed and cannot recover, including cancellation charges imposed on us by aircraft operators, airlines or other providers.

9. Invoices and payment

9.1 We invoice on completion of the Services, or at the stages set out in the quotation or agreement.

9.2 Payment is due within 30 days of the date of the invoice, in cleared funds, to the bank account shown on the invoice. Please quote the invoice number as the payment reference.

9.3 We will never change our bank details by email alone. If you receive a message saying our bank details have changed, do not act on it: call us on+44 330 223 8899 to check first.

9.4 If you dispute an invoice, tell us in writing within 14 days of its date, giving your reasons, and pay any part that is not in dispute by the due date. We will work with you to resolve the dispute promptly.

9.5 You may not withhold or set off any amount against an invoice unless we have agreed to it in writing.

9.6 If payment is late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and may suspend Services on any open case after giving you notice, where doing so does not put a patient at risk.

10. Confidentiality and data protection

10.1 Each of us will keep confidential any information received from the other that is marked as confidential or is clearly confidential, and will use it only to perform the contract, except where disclosure is required by law.

10.2 Each of us will comply with UK data protection law. Where a written agreement between us sets out how personal data is handled, it applies. How we handle personal data collected through this website is described in our Privacy & Cookie Policy.

11. Liability

11.1 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

11.2 Subject to clause 11.1, we are not liable for any loss of profit, revenue, business or goodwill, or for any indirect or consequential loss.

11.3 Subject to clause 11.1, our total liability arising out of or in connection with a case, whether in contract, tort (including negligence) or otherwise, is limited to the charges paid or payable for the Services on that case.

12. Events outside our control

12.1 We are not liable for delay or failure caused by events outside our reasonable control, including weather, airspace or airport closures, the refusal or withdrawal of permits or landing rights, conflict or civil unrest, epidemics, strikes, and the acts or omissions of governments, hospitals or carriers. Where such an event happens we will tell you and do what we reasonably can to limit its effect.

13. Complaints

13.1 If you are unhappy with any part of the Services or an invoice, emailassistance@ucsassist.co.uk and we will respond.

14. General

14.1 We may use subcontractors to provide the Services and remain responsible for the Services they provide.

14.2 Only you and UCS Assist Ltd have rights under a contract made on these terms. No one else, including a patient or another UCS Care Group company, may enforce it under the Contracts (Rights of Third Parties) Act 1999.

14.3 If any part of these terms is found to be unenforceable, the rest remains in effect.

14.4 A failure or delay in enforcing any part of these terms is not a waiver of it.

15. Changes, law and jurisdiction

15.1 These terms are governed by the law of England & Wales.

15.2 The courts of England & Wales have exclusive jurisdiction over any dispute arising out of or in connection with them.

15.3 We may update these terms from time to time. The version published here on the date you instruct us applies to that instruction. Earlier versions are available on request.