Terms of Service

Pipit (“we”, “us”) is a trading name of Josh Sutheran, a sole trader based in the UK at 58 Romola Road, Herne Hill, London SE24 9AZ, United Kingdom. By creating an account or using the service you agree to these terms and to our Privacy Policy. If you’re signing up for a business, you confirm you have authority to bind it — the service is for business use, not consumers.

Pipit is a lead capture and follow-up service for your website. We read your public website, documents you give us and your public reviews to build a knowledge base about your business; an AI chat assistant embedded on your site then answers visitor questions from that knowledge, captures enquiries, follows them up, and helps get appointments booked. Some capabilities (such as SMS and WhatsApp follow-up) are rolling out gradually and may not be available to every account yet.

• Keep your login details secure — you’re responsible for activity on your account.
• Give us accurate information at sign-up and keep it up to date.
• Tell us straight away if you suspect unauthorised access.

Every new account starts with a 7-day free trial — no payment card is required, and nothing captured during the trial is charged. To keep using Pipit after the trial you subscribe to a paid plan; current plans and rates are set out on our pricing page. Plans are billed monthly in GBP: the flat monthly fee in advance and captured-lead fees in arrears. Prices exclude VAT, which is added where applicable.

• A captured lead is a conversation where Pipit captures verified contact details (a valid email address or phone number). The same contact is never billed twice in the same billing period, and spam and your own test conversations are never billed.
• Every account has a monthly spend cap you control. When your usage reaches the cap, Pipit pauses new lead capture for the rest of the period and your bill never exceeds it.
• You can cancel at any time from your dashboard. The service stays live until the end of the period you’ve paid for and is switched off at its end; no further charges are made. Plan upgrades apply immediately (pro-rated); downgrades apply from your next billing period.
• If a trial ends without a subscription, the assistant is switched off but your account and data remain — subscribe later and it picks up where it left off.

Payments are processed by Stripe. We may change prices with at least 30 days’ notice before a change affects you — you can cancel before it takes effect.

Your website content, documents, business information and the enquiries Pipit captures remain yours. You grant us a licence to store, process and display that content only as needed to run the service for you — including sending it to our AI provider to generate responses. When we process your visitors’ personal data (conversations, contact details), we do so as your processor, on your instructions, as described in our Privacy Policy. We’ll only use your data in aggregate, de-identified form to improve the service.

In return, you agree that you will:

• only connect websites and upload documents you have the right to use;
• tell your website visitors about the assistant in your own privacy notice, and make sure your use of Pipit (including follow-up messages to your leads) complies with UK data protection and e-marketing law;
• not use Pipit to collect sensitive personal data (such as health or financial details) — the assistant is built to capture enquiry-stage contact details only;
• honour opt-outs: when someone unsubscribes from follow-ups, the chasing stops.

The assistant answers only from your verified business information and declines questions outside it — but it is generative AI, and no AI system is guaranteed to be accurate. You should review your knowledge base, monitor conversations from your dashboard, and correct anything wrong. Pipit’s responses are not legal, medical, financial or other professional advice, and you’re responsible for what your assistant tells your visitors on your behalf.

Don’t use Pipit to:

• break the law, infringe anyone’s rights, or send spam;
• misrepresent who you are or what your business offers;
• probe, overload or interfere with the platform, or access other customers’ data;
• resell or white-label the service without our written agreement.

We may suspend accounts that put the platform or other customers at risk.

The Pipit platform — software, models of operation, design and branding — belongs to us and our licensors. We grant you a non-exclusive, non-transferable right to use it while you have an account. Feedback you give us about the product can be used by us without obligation.

We work hard to keep Pipit available and your assistant answering, but the service is provided “as is” and we don’t guarantee uninterrupted or error-free operation — particularly during the launch-partner phase, when features are new and moving quickly. We may change or withdraw features, and where a change materially reduces the service we’ll give you reasonable notice.

Nothing in these terms limits liability that can’t legally be limited — including for death or personal injury caused by negligence, or for fraud. Beyond that:

• we’re not liable for indirect or consequential losses, lost profits, lost revenue or lost data;
• our total liability to you in any 12-month period is capped at the amount you paid us in that period, or £100 if you paid nothing;
• you’re responsible for your obligations to your own customers, including what your assistant communicates and how you follow up your leads.

You can close your account at any time by contacting us. We can suspend or terminate your account for material breach of these terms (with notice and a chance to fix it where practical), or by giving you 30 days’ notice otherwise. On closure we deactivate your assistant and delete your data on the schedule set out in the Privacy Policy. Ask before then and we’ll export your enquiry data for you.

We’ll update these terms as the product evolves. For material changes we’ll email account holders at least 14 days before they take effect; continuing to use Pipit after that means you accept them. The current version always lives at this address.

These terms are governed by the law of England and Wales, and its courts have exclusive jurisdiction. Questions, notices or anything else: hello@heypipit.co.uk.