Pilot Service Terms

1. About these terms

These terms apply to EnquiryWell’s paid pilot service. The pilot is supplied only to customers acting wholly or mainly for business purposes. EnquiryWell is a trading name operated by a UK sole trader. The operator’s formal legal and service details will be provided on the written scope or invoice before the contract is formed. Questions can be sent to hello.enquirywell@gmail.com.

2. How a pilot is agreed

An application or discussion does not create a contract. Before payment, EnquiryWell will provide a written scope describing the intended workflow, included enquiry source, deliverables, assumptions, target timetable and any third-party costs. A contract begins when the customer accepts that scope and pays the pilot fee, unless the scope states otherwise. If these terms conflict with the written scope, the written scope takes priority for that pilot.

3. Pilot fee

The standard pilot fee is £350 as a one-off payment unless a different amount is stated in the written scope. It is not a subscription and does not automatically renew. Prices exclude VAT if applicable and exclude third-party software, message or usage charges unless expressly included. Stripe processes card payments.

4. What the pilot provides

The pilot is a limited configuration and testing engagement. It may include one enquiry source, a core qualification workflow, a controlled demonstration or live test, and written findings. It is not a full production installation unless the written scope expressly says so. Any later installation or managed-care service requires a separate agreement.

5. Customer responsibilities

The customer must provide accurate information, timely feedback, authorised access to agreed systems, suitable test data and a responsible contact. The customer remains responsible for quotations, service delivery, diary accuracy, legal compliance, customer relationships and decisions made using workflow outputs. Delays in providing access or feedback may extend the timetable.

6. Third-party services

Automations may depend on calendars, email, messaging, forms, payment systems or other third-party services. Their availability, rules, charges and performance are outside EnquiryWell’s control. No paid third-party service will be added to the pilot without written agreement. The customer must comply with the terms of services connected through its own accounts.

7. Testing, changes and acceptance

EnquiryWell will test the agreed workflow against the scenarios in the written scope. The customer must report material issues within five business days of delivery or another period stated in the scope. EnquiryWell will use reasonable efforts to correct reproducible issues that cause the delivered pilot to differ materially from the agreed scope. New features, changed requirements and third-party changes are outside that correction process and may require a new quote.

8. Cancellations and refunds

A customer may cancel in writing before work begins and receive a refund less any non-recoverable payment fees or agreed third-party costs. Once work has begun, the fee is non-refundable to the extent it covers work already performed, time reserved and costs committed. If EnquiryWell cannot deliver a material part of the agreed pilot and no reasonable alternative is accepted, EnquiryWell will refund the portion reasonably attributable to the undelivered work. Nothing in these terms limits rights that cannot legally be excluded.

9. No guaranteed commercial result

EnquiryWell does not guarantee any number of enquiries, qualified leads, appointments, sales, revenue, cost savings or response rate. Results depend on the customer’s offer, demand, traffic, pricing, service quality, availability, data and follow-up as well as third-party systems.

10. Intellectual property

Each party keeps ownership of materials it owned before the pilot. Once all fees are paid, the customer may use the customer-specific workflow configuration and written deliverables for its own internal business operations. EnquiryWell retains ownership of its general methods, templates, know-how, reusable components and improvements, provided this does not disclose the customer’s confidential information.

11. Confidentiality and data

Each party must protect the other’s non-public business information and use it only for the pilot, except where disclosure is required by law or to an authorised service provider. Personal information is handled as described in the Privacy Policy. If a production system requires EnquiryWell to process personal data on the customer’s behalf, appropriate data-processing terms will be agreed before that processing begins.

12. Availability and support

The pilot is experimental and may be paused for testing, maintenance, security or third-party failures. Unless the written scope states otherwise, it does not include continuous monitoring, emergency support or a service-level guarantee.

13. Liability

Neither party excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot legally be limited. Subject to that, EnquiryWell is not liable for indirect or consequential loss, lost profit, lost revenue, lost opportunity, loss of goodwill, or loss arising from inaccurate customer information or third-party services. EnquiryWell’s total liability arising from a pilot will not exceed the pilot fee paid, except where a higher limit is required by law.

14. Ending the pilot

Either party may end the pilot if the other commits a material breach and does not correct it within a reasonable written period. EnquiryWell may suspend work immediately where continued access presents a security, legal or abuse risk. Amounts properly due for work already performed remain payable.

15. General

The customer may not transfer the agreement without EnquiryWell’s written consent. If part of these terms is unenforceable, the remaining terms continue. A delay in enforcing a right is not a waiver. Neither party is liable for delay caused by events reasonably outside its control.

16. Governing law

These terms and the pilot are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, unless mandatory law requires otherwise.