Terms of Service

The short version: We install an AI lead-response system in your business in 7 days for £3,500. If it doesn't book 30% more appointments in 60 days, we work for free until it does. Full money-back inside 90 days if we haven't delivered. Either party can cancel ongoing management on 30 days' notice. Detailed version follows.

1. Who we are

First60 is the trading name of [Your registered company name] Ltd ("we", "us", "our"), a private limited company registered in England & Wales under company number [Company No.], with registered office at [Registered office address]. VAT registration: [VAT No., if applicable].

You ("the Client") are the business that engages us to deliver the service.

2. The Service

2.1 Installation

We install our "60-Second Lead Engine" system inside your business. The standard install includes:

60-second AI lead response via SMS and AI voice on every new enquiry from your nominated lead sources
Configurable 9-step nurture cadence over 14 days
Auto-booking integration with your nominated calendar
One-time dead-lead reactivation campaign on your last 12 months of unconverted enquiries
White-labeled performance dashboard
30 days of monitoring and optimisation post go-live

2.2 Timeline

The standard install is delivered within 7 calendar days from kickoff call, conditional on you providing the access and information requested at kickoff within the agreed window.

2.3 Ongoing management (optional)

After the included 30-day optimisation window, you may continue with paid monthly management at the rate quoted at the time of order. Management includes ongoing AI tuning, monthly reporting, new campaign creation, and direct support during UK business hours.

3. Pricing & payment

Item	Price	Payment
Installation (one-time)	£3,500 + VAT	100% upfront, or 50% on kickoff + 50% on go-live
Ongoing management (optional)	From £1,500/mo + VAT	Monthly Direct Debit via GoCardless
Third-party platform fees (Twilio, AI usage, etc.)	At cost, billed separately or included in management at our discretion	Monthly

All prices are in pounds sterling and exclude VAT unless stated. VAT is added at the prevailing UK rate. Invoices are issued in advance of work; payment terms are net 7 days from invoice date unless otherwise agreed.

4. The 30/60/90 Guarantee

We guarantee that, within 60 days of go-live, your business will book at least 30% more appointments compared to your 60-day baseline established at kickoff. If we fail to deliver this:

Days 61–90: we continue working at no additional cost to you until the 30% increase is achieved, at no extra charge.
After 90 days: if we still have not delivered the 30% increase, you may request a full refund of the £3,500 installation fee. We will refund within 14 days of your written request.

The guarantee is conditional on you:

Providing accurate baseline appointment data at kickoff
Maintaining the lead-source volume committed at kickoff (we cannot guarantee growth if you reduce ad spend or lead-generation activity)
Allowing the installed system to run uninterrupted for the full 60 days
Responding to our optimisation requests within 48 hours

5. Your obligations

To deliver the service, you agree to:

Provide accurate, complete information at kickoff
Grant access to systems we need to install (CRM, calendar, website backend, lead sources)
Have lawful basis under UK GDPR / PECR to contact each lead in your CRM that we reactivate
Approve copy and configuration changes we propose within 48 hours during install week
Not on-sell, resell or sub-license the installed system without our written consent
Keep your billing details and contact information up to date

6. Cancellation

6.1 Installation

You may cancel the installation in writing at any point before kickoff for a full refund. After kickoff, refunds are governed by the guarantee in section 4.

6.2 Ongoing management

Either party may cancel ongoing management with 30 days' written notice. No long-term contract or early-termination penalty applies. On cancellation:

You retain the installed system and your data
We hand over admin access and an export of all lead data within 14 days
You become responsible for any third-party platform fees (GoHighLevel, Twilio, etc.) from the cancellation date — we will provide guidance on transferring billing

7. Intellectual property

What's yours: all data flowing through the system — your leads, your conversations, your bookings — is yours and remains yours.

What's ours: the underlying methodology, prompts, workflow templates, SOPs and any proprietary code we develop. We grant you a perpetual, non-exclusive licence to use these within your business while installed, but they may not be resold, copied, or used to compete with First60.

8. Confidentiality

Each party will treat the other's commercial and operational information as confidential, will not disclose it to third parties, and will use it only for the purpose of delivering or receiving the service. Obligations survive termination for 3 years.

9. Liability

To the maximum extent permitted by law, our total liability under or in connection with the Service in any 12-month period is limited to the total fees paid by you to us in the preceding 12 months.

We are not liable for:

Indirect or consequential losses (lost profits, lost opportunity, reputational harm)
Outages or downtime of third-party platforms we rely on (GoHighLevel, Twilio, Vapi, etc.)
Damage caused by your failure to provide accurate information or timely approvals
Issues arising from data you did not have a lawful basis to share with us

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

10. Data Processing

Where we process personal data on your behalf as part of the Service, we do so as your processor. The relationship is governed by our standard Data Processing Agreement, which forms part of this contract.

You warrant that you have lawful basis under UK GDPR and PECR for all personal data you provide to us or instruct us to contact through the installed system.

See our Privacy Policy for details on how we handle your data as a controller.

11. Force majeure

Neither party is liable for failure to perform obligations affected by events outside reasonable control — including but not limited to major platform outages, cyber-attacks affecting our sub-processors, regulatory changes, natural disasters, or government action.

12. Governing law & disputes

These terms are governed by the laws of England & Wales. The courts of England & Wales have exclusive jurisdiction over any dispute, save that you may bring proceedings in your local jurisdiction if you are a consumer.

Before issuing proceedings, both parties agree to attempt resolution through good-faith discussion for at least 30 days, then through mediation if the discussion fails.

13. Changes to these terms

We may update these terms from time to time. Material changes will be notified to existing clients at least 30 days before they take effect. Continued use of the service after the effective date constitutes acceptance.

14. Contact

General: hello@first60.co.uk
Legal & contract: legal@first60.co.uk
Privacy: privacy@first60.co.uk
Post: [Your registered office address]

Template notice: This document is a fit-for-purpose template. Before going live, replace bracketed placeholders and have a qualified UK solicitor review for your specific operation. Particularly important for the liability cap (section 9) and the guarantee mechanics (section 4) — get a contract lawyer to sense-check them against your actual delivery model.