Terms of Business

Services may include the free Lost Lead Calculator; Phone Cover for missed and out-of-hours calls; Web Cover for website chat and forms; Full System for phone and website together; a Voice upgrade; Website Build; Website Build + SEO; bespoke business-process automations; and related setup, hosting, maintenance, reporting and support. Work is limited to the written scope agreed with the client.

Phone Cover is £295 setup plus £129 per month. The Voice upgrade is £99 per month, including 200 minutes, then £0.25 per additional minute. Web Cover is £295 setup plus £99 per month. Website Build is £1,250 setup plus £99 per month. Website Build + SEO is £1,250 setup plus £595 per month. Full System is £595 setup plus £195 per month. The setup fees for Phone Cover, Web Cover and Full System cover implementation, configuration, testing and launch. One business number and one website are covered as standard; additional numbers, websites, branches or unusual integrations are priced on request. Subscription services have a 3-month minimum term and roll monthly thereafter unless the written proposal says otherwise. The Lost Lead Calculator is free. All business prices exclude VAT.

Invoices are payable as stated on the invoice. Late payment may pause work, support, hosting, launch, marketing production, front desk optimisation or access handover. Third-party usage, domains, premium tools or pass-through costs may be charged separately if agreed.

Every bespoke enquiry starts with a free discovery call. If the requirement is bespoke, a £495 AI Workflow Blueprint is required before implementation is quoted or built. It is not required for Phone Cover, Web Cover, Full System or Website Builds. The Blueprint is delivered remotely within 10 business days and covers one business operation or one connected group of workflows, one findings call, one written Blueprint and one consolidated revision for factual corrections. Implementation work, integrations and software costs are excluded. If the mapped implementation is commissioned within 60 days, the £495 Blueprint fee is credited in full. Prices exclude VAT where applicable.

For an implemented bespoke workflow, the written proposal will identify a measurable baseline, evidence source and 12-month value target at least equal to Pembico's bespoke implementation fee, excluding VAT and third-party charges. Measured value may include verified recovered revenue, staff time saved at an agreed hourly cost, avoided operating cost, or reduced errors and rework. If the launched workflow does not meet that target after 12 full months, Pembico will refund the £495 Blueprint fee following a valid claim. The guarantee requires accurate baseline and outcome data, continued use of the agreed workflow, completion of agreed client actions and no material change to the measured process. Client or third-party downtime and changes outside Pembico's control are excluded. The proposal will state the baseline, calculation, evidence, measurement period and claim process before the client commits.

Clients must provide accurate business information, access, brand assets, service details, pricing rules where relevant, Google Business Profile access, approvals, content feedback and lawful instructions. Clients remain responsible for claims, trade compliance, customer service decisions and use of AI outputs.

AI tools can be inaccurate, unavailable, delayed or incomplete. Agents and assistants are not human replacements and should include human handoff where needed. They must not be used for emergencies, regulated advice or high-risk decisions unless specifically agreed and reviewed.

SEO, Google Maps visibility and AI search readiness are best-effort services. Pembico AI does not guarantee rankings, leads, revenue, AI search recommendations or platform behaviour. Hosting, AI, analytics, SEO and third-party services may be affected by outages or provider changes.

Cancellation rights depend on the agreed minimum term and written scope. Early cancellation may leave minimum-term fees payable. Setup fees are normally non-refundable once install or build work has started unless agreed otherwise. Pembico AI may suspend or terminate services for misuse, unsafe usage, unlawful content, overdue payment or breach of terms.

Client-specific approved deliverables are licensed or assigned as stated in the project documents after payment. Pembico AI retains pre-existing methods, templates, code, prompts, systems and know-how. Each party must comply with data protection law. Liability is limited as far as permitted by law and excludes indirect loss, lost profits and outcomes outside Pembico AI's reasonable control.

These terms are governed by the laws of England and Wales unless a written agreement states otherwise.