Business-to-business terms applying to every standard, Reserved Capacity or bespoke Call Rescue booking.
Important: The Campaign Confirmation sets out the commercial details of each booking. Together with these Terms, it forms the contract between Pitchfire and the Client.
1.1 Pitchfire Ltd, company number 13569037, registered office 167–169 Great Portland Street, 5th Floor, London, W1W 5PF (Pitchfire), supplies Call Rescue to the business named in the Campaign Confirmation (the Client). The person accepting confirms that they are authorised to place the booking for that business.
1.2 The Campaign Confirmation records the campaign objective, Call Rescue Days or other agreed allocation, delivery period, dates, Fees, add-ons, any bespoke arrangements and whether automatic renewal has been selected. It takes priority for those commercial details.
1.3 An availability request is an enquiry only. A booking is confirmed when Pitchfire accepts it, the Client accepts the Campaign Confirmation and these Terms electronically, and full cleared payment is received. Dates and capacity are not reserved until then.
2.1 Pitchfire will provide the agreed service with reasonable care and skill. A Call Rescue Day is a scheduled unit of activity-based service, not an hourly engagement. Pitchfire decides the time, approach and resources reasonably required to deliver the agreed campaign activity, which may include preparation, calls, callbacks, voicemail activity, notes, Pitchfire Live updates, hot-lead alerts and reasonable administration.
2.2 Typical capacity is approximately 35–60 call attempts per Call Rescue Day, but this is indicative only and varies according to answer rates, conversation length, callbacks, list quality and campaign complexity. Pitchfire does not guarantee any minimum number of attempts, conversations, hot leads, meetings, orders, revenue or other result. Lead statuses are working assessments, not guarantees of conversion.
2.3 The Client will provide the campaign objective, offer information, key facts, target audience, restrictions and any wording that must or must not be used. Pitchfire may rely on the information and published materials supplied by the Client and use professional judgement to prepare and adapt a natural, conversational approach. A fixed script is only required where stated in the Campaign Confirmation.
2.4 Pitchfire starts and develops conversations, records outcomes and identifies contacts for priority follow-up. The Client remains responsible for qualification after handover, proposals, negotiations, contracts, fulfilment, regulatory obligations and closing.
2.5 A campaign may be delivered by Pitchfire's founder, employees, contractors or trusted, experienced UK-based B2B sales professionals selected by Pitchfire. Pitchfire may change assigned personnel or subcontract any part of the service and remains responsible for delivery.
2.6 Where list-building or prospect research is included, Pitchfire will use reasonable care to identify contacts matching the agreed brief but does not guarantee that every contact will remain current, accurate, reachable or suitable. The Client may use the completed list after full payment; Pitchfire retains its research tools, sources, methods, templates and know-how.
3.1 The Client must provide an accurate and usable list, campaign brief, offer details, approvals and a responsive contact by Pitchfire's deadline. All information, claims, prices, products, services, offers and instructions supplied must be accurate, lawful, current, available and not misleading.
3.2 The Client must respond promptly to hot leads, callbacks and requests for information, tell Pitchfire about overlapping outreach to the same contacts, and keep Pitchfire Live access secure. Pitchfire is not responsible for opportunities lost, weakened or delayed by the Client's follow-up, offer, pricing, fulfilment or internal process.
3.3 By supplying Campaign Data, the Client confirms that relevant telephone numbers have been checked within the previous 28 days against the applicable TPS and CTPS registers and the Client's own suppression records, and that known objections and calling restrictions have been removed or clearly identified. Pitchfire may request evidence and exclude any contact where compliance is unclear. Any resulting delay or reduction in the calling list does not give the Client a right to cancel, reschedule or receive a refund.
3.4 Pitchfire's usual communication channels are email and Pitchfire Live. Pitchfire aims to reply to ordinary messages within two Business Days and will deal with campaign-critical matters on booked days as soon as reasonably practicable. Calls and meetings are by arrangement. Unless included in the Campaign Confirmation, Pitchfire is not required to join or monitor WhatsApp, Teams, Slack, client groups or other internal systems, attend internal meetings, respond outside normal working hours or provide support outside the agreed service. Additional meetings or support may be declined or quoted separately. Messages sent through unagreed channels are not formal notice.
3.5 Pitchfire is an independent external service provider and not part of the Client's workforce. Pitchfire controls how, when and by whom the service is delivered, subject to the agreed campaign dates and objectives. Nothing creates an employment, worker, partnership, agency or joint-venture relationship, and Pitchfire cannot bind the Client unless expressly authorised in writing.
4.1 Fees are payable in full in advance, without set-off or deduction, and exclude VAT where chargeable. Additional work must be agreed separately. Once confirmed, a booking cannot be cancelled by the Client and Fees are non-refundable because Pitchfire reserves capacity and may turn away other work.
4.2 A date change is valid only where Pitchfire agrees it in writing and remains subject to availability. Until then, the original date remains booked; if the Client cannot proceed, the day is treated as used. Days must be used within the delivery period or allocation in the Campaign Confirmation. Unused days expire and do not roll over, transfer or create a refund or credit unless Pitchfire agrees otherwise in writing. If information, approvals or Campaign Data are late, Pitchfire may use the booked time for available in-scope work or treat the affected day as used.
4.3 Reserved Capacity means the fixed allocation, delivery pattern, term and Fees stated in the Campaign Confirmation. The Client purchases the full allocation for that term and pays the full Fee in advance. The booking is non-cancellable and non-refundable.
4.4 Automatic renewal applies only where the Client actively selects it. Reserved Capacity will then renew for successive terms of the same duration and allocation unless otherwise agreed. Pitchfire will send a continuation notice approximately 45 days before the current term ends, confirming the next allocation, dates, Fee and Renewal Date. Either party may prevent renewal by giving written notice at least 30 days before the current term ends. If no notice is received by that deadline, the next term becomes confirmed and binding. The full renewal Fee is payable on the Renewal Date shown in the notice, normally the day immediately after the current term ends.
4.5 A late, missed, failed, declined, reversed or cancelled payment, including on renewal, does not cancel the booking or remove the Client's liability for the full sum. Pitchfire may suspend delivery and recover the debt. From the day after payment is due, Pitchfire may charge statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 at 8% above the Bank of England base rate, the applicable statutory fixed compensation and reasonable recovery costs permitted by law.
4.6 If Pitchfire cannot deliver a booked day, it will offer a reasonable replacement. If no replacement can be provided within 30 days and no alternative is agreed, Pitchfire will refund the proportion of the Fee relating to that undelivered day.
5.1 Pitchfire Live is for the Client's internal campaign use. The Client must not share access outside its organisation, access another client's data, interfere with security, scrape or misuse the platform. Alerts may be delayed or filtered, so the Client remains responsible for correct recipients and for checking the platform.
5.2 All rights in Pitchfire Live and Pitchfire's branding, software, platform design, data structures, workflows, templates, scripts, reports, methods and know-how belong to Pitchfire. The Client must not copy, adapt, disclose, reverse engineer, replicate or use them to create or commission a competing or substantially similar platform or service, except where the law does not allow exclusion.
5.3 Pitchfire may use the Client's name, logo, branding, testimonials or feedback supplied by the Client, and non-confidential details of the services and results, for Pitchfire's advertising, promotional, portfolio and case-study purposes.
5.4 During the booking and for 12 months after it ends, the Client must not directly or indirectly employ, engage, contract with or otherwise obtain services from any Pitchfire employee, contractor or subcontractor introduced to, assigned to or involved in the Client's campaign without Pitchfire's prior written consent. This applies regardless of who makes the approach or whether the engagement is direct or through a third party.
5.5 Each party must keep the other's confidential information secure and use it only for the contract, except where information is public, lawfully received elsewhere, independently developed or required to be disclosed by law.
6.1 The Client and its representatives must treat Pitchfire personnel professionally and must not behave abusively, threateningly, discriminatorily, harassingly, offensively or unreasonably; repeatedly disregard the agreed scope or communication arrangements; or ask Pitchfire to act unlawfully, misleadingly or unethically. Pitchfire may immediately suspend or end delivery for that conduct, a material or repeated breach, a late, missed or failed payment, missing information, misuse of Pitchfire Live, or an unacceptable legal, safety or reputational risk. Pitchfire may allow correction but need not do so where the issue is serious or repeated. Client-caused suspension or termination does not cancel the booking, waive Fees or prevent debt recovery. Fees paid remain non-refundable and outstanding sums remain due. If Pitchfire ends the service for reasons not caused by the Client, it will refund prepaid Fees for services not delivered.
6.2 Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited. Subject to that, Pitchfire is not liable for indirect or consequential loss or for loss of profit, revenue, business, opportunity, anticipated savings, goodwill or reputation. Pitchfire's total liability arising from a booking is limited to the Fees paid for that booking.
6.3 Pitchfire is not liable for loss caused by Client data or instructions, the Client's offer or pricing, list quality, Client follow-up, third-party systems or events beyond Pitchfire's reasonable control. The Client is responsible for claims, complaints, loss or regulatory action arising from data or materials it was not entitled to use, unlawful or misleading instructions, or its use of Campaign Data after delivery, except to the extent caused by Pitchfire's breach or negligence.
6.4 These Terms and the Campaign Confirmation are the entire agreement for the booking. Changes must be agreed in writing. The Client's purchasing terms do not apply unless Pitchfire expressly accepts them. If a provision is unenforceable, the remainder continues. No third party may enforce the contract. The contract is governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction.
These terms form part of every booking where Pitchfire processes Campaign Data on the Client's behalf.
7.1 Each party will comply with the UK GDPR, Data Protection Act 2018, Privacy and Electronic Communications Regulations 2003 and other applicable UK data-protection and direct-marketing law. Pitchfire's Privacy Policy explains how Pitchfire uses personal data for its own business purposes and is available on the Pitchfire website.
7.2 Where the Client supplies Campaign Data and decides the campaign purpose and contacts, the Client acts as Controller and Pitchfire acts as Processor. Where Pitchfire independently sources or verifies contact information as an agreed list-building service, each party acts as an independent Controller for its own processing. The Client remains responsible for its later use of information after delivery or outside the agreed service.
7.3 Campaign Data may include business contact details, relationship history, campaign notes, call outcomes, preferences and objections relating to business prospects, customers and Client personnel. Pitchfire may import, organise, store, use for authorised calls, record outcomes, send alerts, report, suppress, export and delete that data for the booking period and any agreed access period. Unless the Client gives different lawful instructions, identifiable Campaign Data may be retained for up to 90 days after completion for handover, queries and export, then deleted or anonymised, subject to legal, financial, security, backup and suppression-record requirements.
8.1 Pitchfire will process Client-supplied Campaign Data only on the Client's documented instructions, including the Campaign Confirmation, campaign brief and lawful written instructions, unless UK law requires otherwise. Pitchfire will notify the Client if an instruction appears to breach Data Protection Law.
8.2 Pitchfire will ensure authorised personnel are bound by confidentiality, restrict access to those who need it and use appropriate technical and organisational security measures proportionate to the risk, including access controls, secure authentication, encryption in transit, logical client separation, secure devices, data minimisation, backups and incident procedures.
8.3 Pitchfire will assist the Client, taking account of the processing and information available, with individual rights, security, personal data breaches, data-protection impact assessments and regulator enquiries. Pitchfire will notify the Client without undue delay after becoming aware of a personal data breach affecting Campaign Data.
8.4 At the end of the service, Pitchfire will, at the Client's choice, return or delete Client-supplied Campaign Data unless UK law requires retention. Pitchfire will provide reasonable information to demonstrate compliance. If that is insufficient, the Client may request one proportionate audit in any 12-month period on at least 20 Business Days' notice, during normal hours and subject to confidentiality, security and protection of other clients' information.
9.1 The Client must ensure its campaign, lawful basis, privacy information, data source, contact selection and disclosure to Pitchfire comply with applicable law. It must provide accurate, relevant and limited Campaign Data, disclose known objections and restrictions, provide consent evidence where relied upon, respond to individual rights requests and complaints, and promptly tell Pitchfire about corrections, deletion or restriction instructions, compromised accounts, incorrect uploads or incidents.
9.2 The Client gives Pitchfire general written authority to use sub-processors needed for hosting, databases, authentication, email delivery, payments, communications, security and support. Pitchfire will place equivalent data-protection obligations on them, remain responsible for their performance and keep a current list of material sub-processors available through Pitchfire Live or on request.
9.3 Pitchfire will give reasonable notice of a new material sub-processor and allow the Client to object on genuine data-protection grounds. Restricted transfers outside the UK will only be made using a lawful UK transfer mechanism. If these Data Processing Terms conflict with another part of the contract on a data-protection matter, these terms take priority.