1. Agreement
By purchasing and using the FirstPickUp service, you ("the Client") agree to be bound by these terms. FirstPickUp is operated from Darlington, North East England. These terms are governed by the laws of England and Wales.
2. Service Description
FirstPickUp provides an AI-powered voice receptionist service that answers inbound phone calls on behalf of the Client's business. The service includes call answering, appointment booking, lead capture, SMS notifications, call transcription, and a client dashboard. The AI receptionist is configured using business information provided by the Client.
3. Setup and Onboarding
Upon payment of the one-time setup fee, FirstPickUp will configure a custom AI receptionist for the Client's business. Configuration is typically completed within 24 hours. The Client is responsible for providing accurate business information and setting up call forwarding from their existing phone number to the FirstPickUp line.
4. Pricing and Payment
- The setup fee is a one-time payment due before configuration begins.
- The monthly subscription is billed in advance on a rolling monthly basis.
- All prices are in GBP and exclude VAT unless stated otherwise.
- Payments are processed by Tide. The Client authorises Tide to collect payments from the payment method provided.
- Founding rate pricing is locked for the duration of the Client's continuous subscription.
5. Cancellation
The Client may cancel the service at any time by providing written notice to hello@firstpickup.co.uk. Cancellation takes effect at the end of the current billing period. No refunds are issued for partial months. The setup fee is non-refundable once configuration has commenced.
6. Service Availability
FirstPickUp aims to provide 99.9% uptime for call answering. However, service availability depends on third-party telephony and AI platform providers. FirstPickUp is not liable for outages caused by third-party systems, force majeure, or circumstances beyond our reasonable control.
7. AI Limitations
The AI receptionist is designed to handle routine inbound enquiries, appointment booking, and lead capture. It may not handle every scenario perfectly. Complex, sensitive, or emergency calls should be configured for live transfer to a human. The Client is responsible for reviewing call transcripts and refining the AI's knowledge base to improve performance over time. FirstPickUp does not guarantee that the AI will handle every call identically to a human receptionist.
8. Client Responsibilities
- Providing accurate, current business information for AI configuration
- Maintaining active call forwarding to the FirstPickUp line
- Reviewing call transcripts and reporting any issues
- Ensuring compliance with their own industry regulations regarding call handling
- Not using the service for any unlawful, fraudulent, or harmful purpose
9. Data and Privacy
Both parties agree to comply with UK GDPR and the Data Protection Act 2018. Call recordings, transcripts, and caller data are processed in accordance with our Privacy Policy. The Client is the data controller for their callers' data; FirstPickUp acts as data processor on the Client's behalf.
10. Limitation of Liability
To the maximum extent permitted by law, FirstPickUp's total liability for any claim arising from the service is limited to the fees paid by the Client in the 3 months preceding the claim. FirstPickUp is not liable for lost revenue, lost business opportunities, or indirect/consequential damages arising from AI errors, service interruptions, or missed calls.
11. Intellectual Property
The FirstPickUp brand, technology, and service design remain the intellectual property of FirstPickUp. The Client's business information and call data remain the property of the Client.
12. Changes to Terms
We may update these terms from time to time. Material changes will be communicated by email at least 30 days before taking effect. Continued use of the service after changes take effect constitutes acceptance of the updated terms.
13. Contact
For questions about these terms, contact us at hello@firstpickup.co.uk.