Last Updated: June 2026

1. About These Terms

These Terms of Service ("Terms") are a legal agreement between you ("Client") and PickupPilot ("we" or "us"). By subscribing to our service, you agree to these Terms. This agreement is governed by the laws of England and Wales.

Our services are intended solely for businesses and are provided on a business-to-business (B2B) basis. By subscribing, you confirm that you are entering into this agreement in the course of a business and not as a consumer.

2. Our Service

We provide an AI-powered receptionist that answers and handles calls on your behalf. As part of your subscription, we will provide you with a dedicated phone number that your AI receptionist is connected to. This is the number your customers will call to reach your AI receptionist.

When requested by a caller, the AI receptionist can transfer the call directly to your designated business number. You are responsible for ensuring your business number is accurate and kept up to date in your account settings.

The features available to you depend on your chosen subscription plan.

The AI receptionist is not a human. In some situations, you may be legally required to inform callers they are speaking with an AI — this is your responsibility.

3. Subscription & Payment

Your subscription is ongoing and billed monthly in advance. It renews automatically on the same date each month until you choose to cancel.

Before each renewal, we will send you a reminder email with:

The upcoming renewal date and amount.
A direct link to cancel your subscription if you no longer wish to continue.

Additional billing terms:

All prices are exclusive of VAT where applicable.
You must keep your payment details up to date.
If a payment fails, we may suspend the service until payment is received.
We will give at least 30 days' notice of any price changes.

4. Cancellation

You can cancel at any time using the link in your renewal reminder email, through your client dashboard, or by contacting our support team — no notice period required. Once cancelled:

The AI receptionist will immediately stop taking calls.
You retain access to your dashboard until the end of your current billing period.
No refunds are issued for any unused portion of a billing period.

5. Refund Policy

As our Service is provided on a business-to-business (B2B) subscription basis, all payments are generally non-refundable once a billing period has begun.

Refunds will only be provided in the following circumstances:

Duplicate or Incorrect Charges: If you are charged more than once for the same subscription or an incorrect amount due to our error, we will promptly refund the excess payment.
Service Not Provided: If we are unable to activate or provide the Service due to an issue solely caused by PickupPilot, you may be entitled to a full or partial refund at our discretion.
Legal Requirements: Nothing in these Terms affects any refund rights that cannot legally be excluded under applicable law.

Refunds will not be issued for:

Cancellation after a renewal payment has been processed.
Partial use or non-use of the Service during a billing period.
Changes to your business requirements or circumstances.
Failure to use the Service after successful activation.

Any approved refunds will be made using the original payment method where possible and are normally processed within 10 business days of approval.

6. Your Responsibilities

You agree to provide accurate business information such as call scripts, hours, and contact details so the AI can represent your business properly. You are responsible for any errors caused by information you provide, and for ensuring your use of the service complies with applicable laws.

7. Data & Privacy

We process data on your behalf in accordance with UK GDPR and the Data Protection Act 2018.

Calls may be recorded. You are responsible for obtaining any required consent from callers.

Call recordings and data are stored for 90 days then permanently deleted. This retention period reflects our configuration with our underlying telephony provider and is applied automatically.

After cancellation, your data is retained for 30 days before deletion. You may request an export at any time.

8. Uptime & Reliability

We target 99.5% monthly uptime. If we fall short, you may be eligible for a service credit — this is the sole remedy for downtime.

9. Acceptable Use

You must not use the service for anything unlawful, fraudulent, or harmful — including use in connection with emergency services. We may suspend or terminate your account immediately for misuse.

10. Liability

We are not liable for indirect losses, lost profits, or errors made by the AI. Our total liability is capped at the fees you paid in the 3 months before any claim. Nothing in these Terms limits liability for negligence causing death or injury, or for fraud.

11. Intellectual Property & Trademarks

All intellectual property rights in the Service — including the underlying AI technology, software, systems, platform, and content — are and remain the exclusive property of PickupPilot or its licensors.

The name PickupPilot and any associated logos, marks, and branding are reserved. "PickupPilot" is a proprietary trade name of PickupPilot. You may not use, reproduce, imitate, or register any name, mark, or domain that is identical or confusingly similar to PickupPilot without our prior written consent.

Nothing in these Terms grants you any ownership, licence, or rights in our intellectual property beyond what is strictly necessary to use the Service.

12. Changes to These Terms

We may update these Terms at any time. We'll notify you of material changes with at least 14 days' notice. Continued use of the service after that date means you accept the updated Terms.

13. Contact

PickupPilot
Email: info@pickup-pilot.co.uk
WhatsApp: +44 7576 514095

Governed by the laws of England and Wales.