1. Agreement
By purchasing and using the FirstPickUp service, you ("the Client") agree to be bound by these terms. FirstPickUp is a trading name of B2B Identity Ltd, Company Registration No. 17068528 (England & Wales), operated from Darlington, North East England. These terms are governed by the laws of England and Wales.
2. Service Description
FirstPickUp provides an inbound and outbound call handling service for Gas Safe registered engineers operating across the North East UK. The service includes:
- Inbound call answering — 24/7, answered in under 1 second
- Job booking directly into the Client's calendar
- Instant SMS notification to the Client after every call
- Outbound calls to the Client's customers for annual service reminders
- Outbound follow-up calls for missed quotes
- Post-job check-in calls for Google review generation
- Monthly revenue and activity report
The call handler is configured using business information provided by the Client and is intended exclusively for use by Gas Safe registered engineers in the North East UK postcode areas (DL, TS, NE, SR, DH, YO).
3. Eligibility
The service is available exclusively to Gas Safe registered engineers operating within the postcode areas listed above. By subscribing, the Client confirms they hold a valid Gas Safe registration. FirstPickUp reserves the right to verify eligibility and may terminate the service if this condition is not met.
4. Setup and Onboarding
Upon payment of the one-time setup fee, FirstPickUp will configure the call handler for the Client's business. Configuration is typically completed within 1 working day. The Client is responsible for providing accurate business information and setting up call forwarding from their existing phone number to the FirstPickUp line.
5. Pricing and Payment
- The setup fee (£99) is a one-time payment due before configuration begins.
- The monthly subscription is billed in advance on a rolling monthly basis.
- Founding rate pricing (£97/month) is locked for the duration of the Client's continuous subscription. Any break in subscription forfeits the founding rate.
- Standard rate pricing is £129/month.
- All prices are in GBP and exclude VAT unless stated otherwise.
- Payments are processed by our payment partner. The Client authorises recurring collection from the payment method provided.
6. 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.
7. Outbound Calls — Client Responsibilities
Where the Client requests outbound calling to their own customers (service reminders, follow-ups), the Client confirms that:
- They have a legitimate business relationship with the customers being called
- The customers have not opted out of contact from the Client's business
- The purpose of the call (service reminder, follow-up) is consistent with the customer's reasonable expectations
- The Client complies with OFCOM's calling and marketing regulations applicable to their business
FirstPickUp acts on the Client's instruction for outbound calls. The Client remains responsible for compliance with applicable calling regulations in respect of their own customers.
8. Service Availability
FirstPickUp aims to provide 99.9% uptime for call answering. However, service availability depends on third-party telephony and platform providers. FirstPickUp is not liable for outages caused by third-party systems, force majeure, or circumstances beyond our reasonable control.
9. Call Handling Limitations
The call handler is configured to handle routine inbound enquiries, appointment booking, and service reminders. It may not handle every scenario perfectly. Complex, sensitive, or emergency calls should be configured for live transfer to the engineer. The Client is responsible for reviewing call transcripts and reporting issues so the configuration can be refined. FirstPickUp does not guarantee that the call handler will handle every call identically to a human.
10. Client Responsibilities
- Providing accurate, current business information for configuration
- Maintaining active call forwarding to the FirstPickUp line
- Reviewing call summaries and reporting any issues promptly
- Ensuring compliance with Gas Safe and OFCOM regulations applicable to their business
- Not using the service for any unlawful, fraudulent, or harmful purpose
11. 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' and customers' data; FirstPickUp acts as data processor on the Client's behalf.
12. 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 or consequential damages arising from call handler errors, service interruptions, or missed calls.
13. Intellectual Property
The FirstPickUp brand, technology, and service design remain the intellectual property of B2B Identity Ltd. The Client's business information and call data remain the property of the Client.
14. 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.
15. Contact
For questions about these terms, contact us at hello@firstpickup.co.uk.