Delivery & Ordering Policy – Effective 7 December 2025

Last updated: 25 November 2025

Overview

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Everything we do at Provida is driven by our vision: to empower caregivers and uplift lives. That means ensuring your essential supplies arrive reliably and predictably, so you can focus on delivering uninterrupted care. From 7 December 2025, we are updating our order cut-off and delivery rules to strengthen that reliability.

These adjustments protect the consistency of our year-round service, ensuring urgent or out-of-schedule requests do not disrupt the supplies you depend on. As we approach the busy Christmas period, this will help us keep everything running smoothly.

For the vast majority of customers, nothing will change. Your established delivery day and schedule remain exactly as they are.

Quick Reference

Service	How it works	When a charge applies
Next-day delivery	Order by 14:30 on the working day before your scheduled delivery	After 14:30: £25 late-order surcharge (we confirm with you first)
Minimum order	£75 net (excluding VAT)	Below £75: £14.95 small-order charge
Expedited delivery	Delivery on a non-scheduled day, or bringing a delivery forward	£25 fee, capacity permitting
Working day	Monday–Friday, excluding UK bank holidays	N/A

Full Policy Details

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1. Cut-off time for free next-day delivery

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Orders must reach us by 14:30 on the working day before your normal delivery day(s). "Working day" means Monday to Friday, excluding UK bank holidays. Christmas cut-offs will be communicated separately.

If the cut-off is missed, we will discuss options with you before confirming your order. Where possible, we will suggest alternatives such as the next scheduled delivery, or another day when we are already in your area. If you still require next-day delivery, we will advise you if a £25 late-order surcharge would apply, as this requires additional routing and loading once vehicles are planned.

Orders placed after 15:15 on the day before delivery will not usually be offered next-day service, as our vehicles are loaded at this time.

For orders via our website or email, we will contact you by phone or email before finalising the order if a charge would apply.

2. Minimum order value

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The minimum order value is £75 net (excluding VAT). Orders below this threshold will carry a £14.95 small-order charge.

This helps cover packing and transport costs and reduces part-loaded journeys, keeping deliveries timely and sustainable.

(Some contracted or high-volume customers may have alternative terms; your account manager will confirm if your existing arrangements are unaffected.)

3. Expedited delivery

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Expedited delivery means either: - next-day delivery on a day that is not your scheduled delivery day, or- a request to bring your delivery forward earlier than planned.

Where capacity permits, expedited deliveries carry a £25 fee. This does not affect scheduled orders placed before 14:30 for next-day delivery, which remain free of charge.

4. Stocked versus non-stocked items

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The 14:30 cut-off applies to items we hold in stock.

Non-stock or special-order lines will be quoted individually for availability and lead time, and our team will confirm whether next-day or expedited delivery is possible.

5. Substitutions and stock shortages

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On rare occasions we may split deliveries to get available items to you on time. More predictable ordering will reduce the need for partial deliveries over time, helping us keep stock allocated reliably to scheduled runs.

All charges shown are exclusive of VAT.

Fair-use approach

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We recognise that genuine emergencies occur in care settings. We will normally waive charges for infrequent exceptions, particularly for customers with consistent ordering patterns, where this is reasonable. Examples include infection outbreaks, safeguarding emergencies, or regulatory inspection demands.

Throughout December 2025, we will apply an additional grace approach to minimise unexpected charges during the holiday period. After the New Year, the standard terms above will apply in full, while we continue to use this fair-use approach for genuine emergencies.

As a guide, fewer than two exceptions per quarter would usually be considered reasonable. Based on current ordering patterns, we expect most customers to incur no additional charges.

Why this matters

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Consolidating orders helps our logistics team plan routes more effectively, reduce unnecessary mileage and lower emissions—while ensuring your products arrive when you expect them and your residents' care is not disrupted.

Frequently Asked Questions

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1. Can charges stack? For example, if my order is both late and under £75, do I pay both fees?

Yes, charges can apply together. For example, an order that is both late and under £75 may incur both the £25 late-order surcharge and the £14.95 small-order charge. However, we review each case individually, always look for alternatives to avoid multiple charges (such as moving to your next scheduled delivery), and routinely waive fees for reasonable or infrequent exceptions. We never apply combined charges without discussing them with you first.

2. What counts as a genuine emergency for the fair-use waiver?

Genuine emergencies typically include infection outbreaks, safeguarding emergencies, or regulatory inspection demands. These are situations where resident care or safety is at immediate risk. We do not require formal proof; we trust your professional judgement.

3. What happens during Christmas and other bank holidays?

The 14:30 cut-off applies to working days only (Monday–Friday, excluding UK bank holidays). During the Christmas period, we will publish specific cut-off dates separately. Throughout December 2025, we are applying additional grace to minimise unexpected charges.

4. How do I know if I’m on a contracted or high-volume price list with different terms?

If you have bespoke terms, your account manager will have already discussed them with you. If you are unsure, please contact your account manager or call our main line and we will confirm.

5. What if I have multiple scheduled delivery days?

The 14:30 cut-off applies to each of your scheduled delivery days independently. Orders must be placed by 14:30 on the working day before the specific delivery day you require.

6. How can I tell which items are stocked versus non-stocked before I order?

Stock status is displayed in our online catalogue (look for the "in stock" indicator). For phone orders, our team will confirm stock status at the time of ordering. The 14:30 cut-off only applies to stocked items.

7. What if I miss the cut-off because of a problem on your end (e.g., website outage, stock error)?

If the delay is caused by us—for example, a website outage, a stock error, or an internal system issue—we will not apply a charge. Where appropriate, we will prioritise your order or offer alternative delivery options at no additional cost. We do not apply late fees where the delay was not within your control.

8. Can I get a refund or credit if I’m charged a late fee but my order is then delayed?

Yes. If we apply a late-order surcharge and then fail to meet the confirmed delivery timescale, we will refund or credit the surcharge in full. Our charges are designed to reflect genuine additional transport effort, not to penalise you for delays on our side.

Contact us

If you would like to confirm your delivery day(s) or discuss these changes, please:

• Email: sales@provida-uk.com

• Phone: 01628 600250

• Account manager: Contact your named representative directly

Over 90% of customers won’t see any change. If you order before 14:30 on your normal day and your order value is over £75, everything stays the same.