These terms apply when you use this website, contact us through it, or engage Pivot Bureau ("we", "us") to build or host an AI receptionist for your business ("you", "the client").
0. How you accept these terms
When you onboard as a customer, we will email you a copy of these terms together with a confirmation link ("I Agree" button) unique to your account. By clicking that link you confirm that you have read, understood and accepted these terms, and that you are authorised to bind your business to them. The click is timestamped and logged against the email address it was sent to, and that record serves as your electronic signature for the purposes of the Electronic Communications Act 2000.
We may also treat you as having accepted these terms (whichever happens first) where you: (a) reply by email confirming your acceptance; (b) pay the setup invoice in full or in part; or (c) actively use the assistant we have built for you. If you do not accept these terms, do not click the confirmation link, do not pay the invoice, and notify us in writing — and we will not begin the build.
If we materially change these terms after you have accepted them, we will email you the updated version with a fresh confirmation link, and the change takes effect for you only once you accept it (or 30 days after notification, whichever is earlier, as set out in Section 12).
1. What we provide
Pivot Bureau builds and hosts AI chat and phone receptionists for small businesses. The exact scope of work — what the assistant does, what it integrates with, and how it's deployed — is agreed in writing (usually a quote or email) before work starts. That written scope, together with these terms, forms the contract between us.
Training on installation: full training on how to use, monitor and hand off conversations with your assistant is included in the setup fee and delivered on the day of installation (same-day handover). If you need additional training sessions beyond installation day — for new staff, refresher sessions, or extended walk-throughs — these are charged at £60 per hour (billed in 30-minute increments).
Ongoing updates: we include one content update per quarter (every 3 months) free of charge — for example, updating the assistant's knowledge base with new menu items, services, prices, opening hours, FAQs or policies. Any additional updates within that quarter, or work outside routine content refreshes (new integrations, new conversation flows, schema changes, prompt re-engineering), are charged at £60 per hour. We'll always quote in writing before starting paid work.
2. Pricing
The AI Solutions plans shown on our website at the time of writing are:
- Essentials — £79/month + £200 one-off setup
- Starter — £99/month + £200 one-off setup
- Growth — £149/month + £200 one-off setup
The one-off setup of £200 is charged at sign-up across all three tiers and covers custom training, integrations, owner alerts and a week of fine-tuning after launch. Your first month is free — monthly billing of £79 / £99 / £149 (depending on tier) begins 30 days after deployment. You may cancel at any time; no minimum term applies. SEO is priced separately (one-off, from £299) and websites are priced separately (one-off, from £49).
Custom builds (e.g. multi-location, bespoke integrations, multilingual builds, AI phone agents with significant call volume) are quoted separately. All prices are exclusive of VAT where applicable.
Price reviews. Plan prices are reviewed at least once every 12 months from the date you signed up, and may also be reviewed sooner where actual usage materially exceeds the assumptions of your tier — for example, sustained high message volume, heavy phone-call minutes, additional integrations, or above-average underlying provider costs (AI model usage, hosting, telephony). In either case, we will give you at least 30 days' written notice by email before any change takes effect, including the new rate, the date it applies from, and the reason for the adjustment. You may cancel without penalty before the new rate takes effect; if you continue the service past that date, the revised rate applies. Setup fees and any one-off SEO or web design fees already paid are not affected by future price reviews.
3. Payment terms
- The setup fee is invoiced when the work is agreed and is payable before we begin building.
- The monthly hosting fee starts on the day the assistant goes live and is billed monthly in advance.
- Payment is due within 14 days of invoice. Late payment may result in the assistant being paused until the balance is cleared.
Payment processing & card data. All card and bank payments are processed by Stripe (or another PCI-DSS-compliant payment provider disclosed in writing). Card details, CVV codes, bank account numbers and similar payment credentials are submitted by you directly to the payment provider's secure hosted interface — they never touch, transit or get stored on Pivot Bureau systems, and we have no access to your full card or account numbers. The payment provider's own terms, privacy policy and security certifications govern the storage and handling of that payment data.
To the maximum extent permitted by law, we accept no liability for any loss, theft, unauthorised disclosure, fraudulent use, chargeback dispute, or other security incident affecting payment data held by Stripe or any other third-party payment provider. Where such an incident occurs, your rights and remedies are those provided by the payment provider's terms, your card issuer's chargeback rules, and applicable consumer-protection law — and we will, on reasonable request, assist you with information we hold (e.g. invoice references) to support a claim. Nothing in this clause limits or excludes any non-waivable rights you have as a consumer or under the Consumer Rights Act 2015 and the Payment Services Regulations 2017.
4. Money-back guarantee
If, within the first 30 days of the assistant going live, you decide it isn't delivering value, email us and we'll refund 50% of the setup fee (i.e. £100 of the £200 setup). The remaining 50% covers the build, custom training and integration work already completed on your behalf, which is non-refundable. Because your first month is free, no monthly fee is charged during this guarantee window. This guarantee applies once per customer.
5. Cancellation
Cancellation by you: you can cancel hosting at any time with 30 days' written notice (email is fine). At the end of the notice period we disable the assistant, remove our integrations, and hand over any data that lives on our side. The setup fee is not refunded after the 30-day guarantee window.
Termination by us: we reserve the right to discontinue or suspend the service to any client at any time, without prior notice, at our sole discretion — including (but not limited to) cases of misuse, abuse of the assistant, breach of these terms, non-payment, unlawful use, reputational risk, or where we can no longer support the integration. In that event you will only be charged a pro-rata portion of the current month's subscription fee (calculated to the day service ends), and any unused balance for that month will be refunded. The setup fee is not refunded. We will use reasonable efforts to give you a sensible hand-over of your data, but we are under no obligation to continue providing service.
6. Your responsibilities
- Provide accurate information about your business (services, hours, booking rules) so the assistant works correctly.
- Maintain any third-party accounts the assistant relies on (e.g. Google Calendar, Stripe).
- Make sure any data you ask us to use in the assistant complies with your obligations under UK GDPR — your customers' data belongs to you, not us (see our Privacy Policy).
7. Our responsibilities
- Build the assistant to the agreed scope and test it before launch.
- Keep the assistant running with reasonable uptime (we aim for 99% but cannot guarantee third-party uptime).
- Respond to support requests within one business day on Starter, and the same business day on Growth.
- Notify you of any data incident affecting your customers as soon as we become aware of it.
8. Intellectual property
You own the content you provide (menu, services, business information). We own the underlying templates, prompts, and code that power our service. When you cancel, you keep your data; we keep our generic templates.
9. AI limitations
AI assistants can occasionally make mistakes — give wrong answers, misunderstand a query, or fail to take a booking correctly. We design the assistant to escalate to a human (you) when it's uncertain. You agree that we are not liable for individual conversations or bookings handled by the AI, and you accept reasonable responsibility for monitoring the assistant's output, especially in the first few weeks.
10. Data protection & processing
Architecture. Our assistants are designed to operate as a pass-through layer between your customers and the tools you already use (your booking system, Google Sheets, calendar, CRM, email inbox, messaging apps, and the underlying AI provider). Customer data — names, contact details, booking details, conversation content, phone-call audio, payment references — is routed through the assistant to its destination in your systems. We do not operate a customer-facing database of conversation transcripts, lead records or personal data on our infrastructure, and we do not retain such data on our end after a request has been processed.
Controller / processor roles. For all personal data relating to your customers, you are the data controller under UK GDPR and the Data Protection Act 2018. Pivot Bureau acts only as a technical processor where strictly necessary to deliver the service (e.g. forwarding a message from your customer to the AI provider and the response back to your system). Because we do not store this data at rest, you are responsible for the lawful basis of processing, customer consent, retention schedules, subject-access requests, erasure requests, and any onward use of the data inside your own tools.
Sub-processors. The assistant relies on third-party providers (such as Google / Gemini for AI, Resend or similar for email, Twilio or similar for telephony, Cloudflare for hosting, and other services disclosed in your written scope). Each of those providers has its own terms and privacy policy, which we recommend you review. We will tell you which sub-processors your build relies on if you ask, but we are not responsible for the data-handling practices, security incidents, or availability of upstream providers, and we accept no liability for losses arising from their acts or omissions.
No responsibility for data we do not hold. To the maximum extent permitted by law, and because customer data is not stored on Pivot Bureau infrastructure, we accept no liability for the loss, corruption, unauthorised disclosure, deletion, or misuse of any customer data once it has been delivered to your systems or to a third-party provider you have authorised. You are responsible for the security configuration, access controls and backups of those destination systems.
Statutory rights. Nothing in this section limits or excludes any non-waivable rights you or your customers have under UK GDPR, the Data Protection Act 2018, or other mandatory law. For full detail on how this website handles enquiry data, see our Privacy Policy.
11. Liability
We exclude liability for indirect, consequential, or business losses (such as lost revenue, lost bookings, or reputational harm) to the maximum extent permitted by law. Our total liability for any claim is capped at the fees you've paid us in the 12 months before the claim. Nothing in these terms limits liability for death, personal injury, or anything else that cannot be limited under UK law.
12. Changes to these terms
We may update these terms occasionally. The "Last updated" date at the top will reflect the latest version. Material changes affecting existing customers will be notified by email at least 30 days before they take effect.
13. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Contact
If you have a question about these terms, email us at info@pivotbureau.com.