Terms

1. Who this is between

These terms are the agreement between your business and ours. Where this page says we, us or Squire, it means Squire Holdings Ltd, the company registered at the foot of this page. Where it says you, it means the business whose name is on the account, whether that is a limited company, a partnership or a sole trader.

PickUp is sold to businesses, for business use, and only to businesses. When you sign up you confirm that you are acting for the purposes of a trade, business or profession and not as a consumer. The consumer protections in the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including the 14 day cancellation right, therefore do not apply. If you are not buying it for a business, do not sign up.

You agree to these terms by ticking the box at sign-up, and again by using the service. They are made up of this page, the privacy policy, the data processing agreement and the cookie notice. The welcome email you get after sign-up links to all four, and you can ask us for the version you agreed to at any time.

2. What PickUp is

PickUp is an AI receptionist. We give you a phone number, you divert your own number to it, and when you cannot pick up, PickUp answers instead of your voicemail.

PickUp is not a person, is not you, and is not an emergency service. It takes the call and passes the work on. Everything it says on the phone is said on your behalf, from what you put into your dashboard.

3. The free 7 days

Sign-up asks for no card. The 7 free days start when you finish setting up, and the number answers from the first one.

• We ask for a card on the fifth day and again on the last day. That is the whole of the chasing.
• Put a card in and the plan starts when the free days run out, not before. You are never charged during them.
• Put no card in and the number stops answering when they run out. Nothing is deleted for six months and the number is held for 30 days, so a card put in a fortnight later picks up where you left off.
• The guarantee in section 5 does not apply to the trial. You paid nothing, so there is nothing to give back.
• One trial per business. There is no setup fee at any point.

4. Plans and payment

Two plans. Lite takes the message and texts it to you. Pro diagnoses the job, quotes from your own price list and books it into your diary.

Lite

£79 a month, or £790 for a year paid up front.

Pro

£229 a month, or £2,290 for a year paid up front.

Those are the prices you pay. We are not registered for VAT, so no VAT is added. If that changes we will tell you 30 days before it affects a bill, and you can cancel before it does.

Payment is by card, taken by Stripe. Card details go straight to Stripe and never reach our servers. A monthly plan is billed at the start of each month, a yearly plan once for the year, and it renews on the same day until you stop it. Each renewal is a new charge on the card you gave us, and you authorise those charges when you enter the card.

If a payment fails, Stripe retries it and your number keeps answering while it does. We email you and tell you in your dashboard. If the retries run out, the plan ends and the number stops answering. Putting a working card in starts it again.

We can change what a plan costs. If we do, we tell you at least 30 days before it hits your next bill, and you can cancel before it does. A price you have already paid for a year does not move inside that year.

Your invoices are in your billing page for six years and are yours to download at any time.

5. The guarantee

On Pro, the promise is one sentence and this is it, in full:

How it is counted

• It is judged two days before each renewal, over the billing month that is ending.
• The figure is the same one your overview page shows: jobs PickUp booked, and leads you marked as won, at the price agreed on the call or the figure you put on it yourself. Anything quoted and still open does not count, because it is not money yet.
• Your divert has to have been live for at least twenty days of that month. It counts from the earlier of your divert test coming back live and the first call landing on your PickUp number, so a line switched on in the last week of a month is judged the month after. A month where your calls never came through has not tested the product.
• There is no claim form. On a monthly plan the next invoice is discounted in full, automatically, and you get an email saying so.
• On a yearly plan, or if you have already cancelled, there is no next monthly invoice to take it off. The credit is still owed. We record it and settle it with you within 30 days, by refund to your card or by extending your plan, whichever you prefer.
• Only a paying month is judged. A month you were not charged for is not.
• The guarantee is a discount on our fee. It is not a payment to you of anything more than that, and it is the only remedy for a month that did not pay for itself.

If a month comes up short and nothing happens, tell us. It is our mistake, not your claim to prove.

6. What your PickUp will not do

These are rules in the software, not good intentions. Your PickUp is told all of them on every call.

• It does not pretend to be a person. It opens with your greeting, and the one we suggest names the assistant. Asked straight out, it says it is an AI assistant answering the phone for your business, and it never denies it. When recording is on it says "This call is recorded." before the greeting, and you cannot remove that.
• It never takes money. No card number, no bank details, no deposit. If a caller starts reading a card out, it stops them and says to sort the money out with you once the work is done.
• It never invents a price. It quotes only what is written on your price list. It will not add up, scale, round or guess one. Anything not on the list gets "that needs looking at first" and the details taken.
• It never invents anything else. If it does not know, it says so and says you will come back to them.
• It does not promise your time loosely. On Lite it cannot put anything in your diary, so it never offers or agrees a time. On Pro it only offers times that are free in your diary and inside the hours you set, and if you have set no hours it offers none.
• It holds your limits. Work you said you do not take, same day if you said never, a job outside the area you cover: it takes the details, promises nothing and hands it to you.
• It does not hand your callers elsewhere. It never gives out another trade's number, and your own mobile is never read out to a caller.
• It is not an emergency service. On a gas leak, a power fault or a burst main it gives the national number to ring and texts you straight away, while the caller is still on the line. Anyone in danger should ring 999. PickUp answering a call is not a reason to wait, and you must not present it to your customers as an emergency line.
• It is not advice. Nothing it says is legal, safety, regulatory or insurance advice, and nothing it says is a survey of the job.

A call it cannot handle is still a call you hear about. The one thing it never does is lose the caller.

PickUp is an AI. It follows the rules above, and we test it against them, but it can mishear, misunderstand or answer awkwardly, and it will sometimes get a job wrong. Read what it took before you act on it.

7. Fair use

There is no call cap on either plan and no charge per minute. We measure calls, minutes and texts so we know what normal looks like, and nothing is cut off for volume.

If your use ever runs so far past normal that the plan costs us more than it makes, we ring you and work it out. We will not cut you off over volume without that conversation, and we will not bill you for something you did not agree to first.

What is outside fair use, whatever the volume:

• More than one business on one number, or reselling your PickUp to somebody else's.
• Outbound marketing, cold calling, or any use of the number to ring people who did not ring you.
• Anything automated pointed at the number, by you or by anyone you let use it.
• Trying to get round the rules in section 6, or to make PickUp say things it is built not to say.
• Copying, reverse engineering or scraping the service, or using it to build a competing one.
• Anything unlawful, or anything meant to put your callers at risk.

8. Your side of it

• Keep your prices, hours, area and limits right. Your PickUp says what you put in, so a price that is out of date is a price it quotes.
• Tell your callers what they need to know about how you work. PickUp is honest about being an AI whenever a caller asks, says when a call is recorded, and our privacy policy covers the rest for them. What your business promises is yours.
• You are responsible for the work itself: doing it, pricing it, insuring it, turning up. PickUp books it, you do it. A quote PickUp gives from your price list is your quote.
• Keep your sign in to yourself. Anything done on your account is treated as done by you. Tell us straight away if you think someone else has got in.
• Only divert a number your business is entitled to divert, and only give us details you are entitled to give us.
• Where your customers' details are concerned, do what the law asks of you as their controller. Our data processing agreement spells out the split.
• Give us accurate details about your business, and keep them up to date.

9. Your PickUp number

The number we give you is ours, on loan to you for as long as your plan runs. You do not buy it, you cannot port it away, and you cannot take it with you.

Thirty days after a plan ends we may give the number back to the network, and once it has gone it can be handed to somebody else. So it is a number to divert to, not a number to paint on a van. Your own number, the one your customers ring, is yours and stays yours. Setting and removing the divert on it is done with your own phone provider, and we give you the codes to do it.

10. Cancelling

Cancelling takes two clicks on your billing page and nobody will try to talk you out of it. No notice period, no phone call to sit through.

• Your number keeps answering until the month or the year you have paid for runs out. Then the plan ends.
• We do not refund part of a period that has already started. You keep the service you paid for to the end of it.
• Your account and everything under it stays for six months after the plan ends, then it is erased. Plenty of trades come back in the winter, and we would rather they did not lose the year behind them.
• You can take your calls, leads and bookings out of your dashboard before then, as a file you can open in a spreadsheet. Do it while the account is open. After the six months it is gone and we cannot get it back.
• Coming back inside the six months means a new number, because the old one is released after 30 days, and everything else is where you left it. Coming back after the six months means starting again.

11. Your callers' details

What your callers tell PickUp belongs to your business. You decide what happens to it, and we hold it for you and act on your instructions. In data protection terms you are the controller and we are your processor.

Our data processing agreement sets out the terms of that, and forms part of this agreement. Our privacy policy says what is held, who else touches it and how long it stays.

If someone who rang you asks for a copy of their details or asks for them to be deleted, that is yours to answer and we will help you answer it.

The texts PickUp sends your customers are sent on your behalf, to people who have just rung your business about a job. They are about that job and nothing else. If you ever want to use the numbers for marketing, that is your decision and your responsibility under the rules on electronic marketing, and PickUp will not do it for you.

12. What you put in, and what we built

Your business details, your prices, your price list, your greeting and everything your callers say stay yours. You give us permission to use them only to run PickUp for you, and for nothing else.

The software, the voices, the design, the name and everything else that makes up PickUp is ours or licensed to us. We give you permission to use it for your business while your plan runs. Nothing here transfers any of it to you, and you agree not to copy it, take it apart or pass it off as your own.

If you send us a suggestion, we can use it without owing you for it.

13. When we can pause or stop an account

We can pause the number or close the account if the plan is not paid, if section 7 or section 8 is being broken, or if we have to under the law or our own suppliers' rules.

Except where the law leaves us no choice, we tell you first and give you a chance to put it right. Pausing is never deleting: your calls, leads, bookings and prices stay exactly where they are.

If we ever close the service down altogether, we give you at least 60 days notice, refund any period you have paid for and not had, and leave your export open for the whole of that time.

14. What we are on the hook for

We will run PickUp with reasonable skill and care. We do not promise it never goes down, never mishears a caller and never gets a job wrong, because no phone system and no receptionist is perfect. Beyond what this page says, we make no other promises about it, and any term the law would otherwise imply about quality or fitness is excluded as far as the law allows.

Section 5 is the real answer to a month that did not work: you get it back. Beyond that, and except for the things below, what we owe you for all claims arising in any twelve month period is limited to what you paid us in the twelve months before the first of them.

We are not liable for work you lost, profit you did not make, business interrupted, data lost that you could have exported, or damage to your reputation, whether from a call PickUp missed, mishandled or got wrong or from anything else, and whether or not we could have foreseen it. We are not liable for anything caused by your own phone provider, your internet, or a divert that was not set.

You are responsible to us for any loss we suffer because you broke section 7 or section 8, or because of a claim by one of your customers about the work itself.

Nothing here limits anything that cannot be limited by law, which includes death or personal injury caused by our negligence, fraud, and either side's duties under data protection law.

15. If something goes wrong

Tell us before you do anything else, because most of it we can just fix. The quickest way is the support room in your dashboard, where a real person reads it. By email it is hello@squireapp.co.uk.

If it is a complaint rather than a question, say so. We acknowledge it within two working days, look into it, and give you a written answer within 14 days. If we cannot agree, either side can go to the courts named in section 16, and nothing here stops you doing that.

16. Changes, law and the small print

If we change these terms we change this page, move the version and date at the top, and keep every earlier version. If a change matters to you, we tell you rather than leaving you to find it, and for anything that affects what you pay or what you get we tell you at least 30 days before. If you keep using PickUp after a change takes effect, you have accepted it. If you do not want to, cancel before it takes effect and nothing changes for you until then.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.

• The whole agreement. This page and the three documents named in section 1 are the whole agreement between us, and replace anything said or written before it. Neither side is relying on anything not in them.
• Passing it on. You cannot transfer your account or these terms to anyone else without our written agreement. We can transfer them to a company that takes over the business, and we tell you if we do.
• Things outside our control. Neither side is liable for failing to do something these terms require because of something outside their reasonable control, such as a network outage, a supplier failure or a natural event. We still owe you the guarantee for a month that did not pay for itself.
• If part of this fails. If a court finds any part of these terms unenforceable, the rest stands.
• Letting something go. If either side does not enforce a term straight away, it can still enforce it later.
• Nobody else. Nobody but you and us can enforce any of these terms. Your callers are not party to this agreement.
• Notices. We give you notice by email to the address on your account, or in your dashboard. You give us notice through the support room, by email to hello@squireapp.co.uk, or by post to the registered office at the foot of this page.