Terms of Service

1. About us

Farrow (EMEA) Group Limited ("Farrow", "we", "us") is a company registered in England and Wales, company number 16078116, with its registered office at 86–90 Paul Street, 3rd Floor, London EC2A 4NE.

We provide an AI-powered appointment-setting service that contacts, qualifies and books leads on behalf of our clients.

2. Definitions

• "Agreement" means these Terms of Service together with any Order Form, Statement of Work or written agreement between us.
• "Client" means the business or individual that has engaged Farrow to provide the Service.
• "Service" means Farrow's AI appointment-setting service, including outreach, qualification, booking and related features.
• "Leads" means the contact records provided by the Client for the purpose of outreach.
• "Booked Appointment" means a confirmed calendar booking with a Lead that meets the Client's stated qualification criteria.
• "Fee" means the per-appointment charge of £50 per Booked Appointment, plus any applicable setup or ancillary fees agreed in writing.

3. The Service

3.1 What we do

We contact Leads provided by you via WhatsApp, SMS, Facebook Messenger and Instagram Direct Message. We qualify those Leads against criteria you specify and, where a Lead meets your criteria and agrees to a meeting, we book that appointment directly into your calendar.

3.2 What we do not guarantee

We do not guarantee a minimum number of appointments. The number of Booked Appointments depends on the quality of your Lead data, your qualification criteria, market conditions and the responsiveness of Leads. We are not liable for any failure to generate appointments where this is outside our reasonable control.

3.3 Setup

A one-time setup fee applies, the amount of which will be confirmed in writing before your service commences. Setup timescales depend on the complexity of your requirements and integration needs. We will provide you with a reasonable estimate but cannot guarantee a fixed go-live date.

3.4 Channels

Outreach is conducted via WhatsApp (recommended), SMS, Facebook Messenger and Instagram Direct Message. The channels used will be agreed with you prior to launch. Channel availability may be affected by third-party platform policies, which are outside our control.

3.5 Languages

Our service is multilingual. We will confirm supported languages with you prior to launch. Translation quality may vary by language and we cannot guarantee perfect accuracy in all cases.

4. Fees and payment

4.1 Per-appointment fee

You will be invoiced £50 for each Booked Appointment. An appointment is considered "booked" when a Lead has confirmed a time slot in your calendar that meets your specified qualification criteria.

4.2 Setup fee

A one-time setup fee is payable before work commences. The amount will be confirmed in your Order Form. Setup fees are non-refundable once work has begun.

4.3 Invoicing

Invoices are issued periodically (typically weekly or monthly, as agreed). Payment is due within 14 days of the invoice date unless otherwise agreed in writing.

4.4 Disputed appointments

If you believe an appointment does not meet the agreed qualification criteria, you must raise a dispute in writing within 7 days of the appointment being booked. We will review the conversation record and issue a credit if the dispute is upheld.

4.5 Late payment

We reserve the right to charge interest on overdue invoices at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. We may also suspend the Service until outstanding amounts are paid.

4.6 VAT

All fees are exclusive of VAT. VAT will be charged where applicable at the prevailing rate.

5. Your obligations

By using our Service, you agree that:

• All Lead data you provide has been obtained lawfully and you have the legal right to share it with us for outreach purposes
• Your Leads have not been obtained in breach of any applicable data protection law, including UK GDPR, PECR or any equivalent legislation
• You will not provide Lead data that you know to be inaccurate, out of date or obtained by unlawful means
• You will provide us with accurate qualification criteria and will not unreasonably dispute appointments that meet those criteria
• You will maintain an active, accessible calendar integration for the duration of the Service
• You will not use our Service to contact individuals who have opted out of marketing communications or who have otherwise requested not to be contacted
• You will comply with all applicable laws in relation to your business, including consumer protection, financial services and sector-specific regulations

6. Acceptable use

You must not use our Service:

• For any unlawful purpose or in any way that violates applicable law or regulation
• To promote illegal products, services or activities
• To contact individuals in a way that constitutes harassment, spam or unsolicited commercial communication in breach of applicable law
• In a way that could damage the reputation or operation of Farrow, Meta platforms, telecommunications providers or other third parties
• To misrepresent your identity, your business or the nature of the appointment being offered to Leads

We reserve the right to suspend or terminate the Service immediately and without notice if we reasonably believe you are in breach of this section.

7. Data protection

Each party agrees to comply with applicable data protection legislation. In relation to Lead data:

• You are the data controller and we are the data processor
• We will process Lead data only on your documented instructions and for the purpose of delivering the Service
• We will implement appropriate technical and organisational measures to protect Lead data
• We will not transfer Lead data to any third party except as required to deliver the Service (for example, messaging platform providers)
• We will notify you without undue delay if we become aware of a personal data breach affecting Lead data
• We will assist you, where reasonably practicable, in responding to data subject rights requests relating to Lead data
• On termination of the Agreement, we will delete or return Lead data as directed by you

A Data Processing Agreement ("DPA") is available on request and will be entered into where required by applicable law.

8. Intellectual property

All intellectual property in the Farrow platform, software, processes and branding remains the exclusive property of Farrow (EMEA) Group Limited. Nothing in these terms transfers any intellectual property rights to you.

You grant us a limited, non-exclusive licence to use your Lead data, qualification criteria and calendar access solely for the purpose of delivering the Service.

9. Confidentiality

Each party agrees to keep confidential any information received from the other party that is designated as confidential or that a reasonable person would consider confidential, including pricing, Lead data, business processes and performance data. This obligation survives termination of the Agreement.

Farrow operates as a white-label service for agencies. We will not disclose to your clients that we power your appointment-setting service unless required to do so by law.

10. Limitation of liability

10.1 Exclusions

To the fullest extent permitted by law, we exclude all liability for:

• Loss of profit, revenue, business, contracts or anticipated savings
• Loss of data or failure to generate a minimum number of appointments
• Indirect or consequential loss of any kind
• Any loss arising from your failure to comply with these terms or applicable law
• Any failure or interruption of third-party platforms (including WhatsApp, Facebook, Instagram, SMS providers or calendar tools)

10.2 Cap

Our total aggregate liability to you under or in connection with this Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the total fees paid by you to us in the three months immediately preceding the event giving rise to the claim.

10.3 Exceptions

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

11. Warranties and disclaimers

We warrant that we will provide the Service with reasonable care and skill. We do not warrant that:

• The Service will generate any specific number of appointments
• All outreach messages will be delivered (delivery depends on third-party platforms)
• The Service will be uninterrupted or error-free
• Results will meet your commercial expectations

The Service is provided for business use only. Statutory consumer rights do not apply.

12. Term and termination

12.1 Start

The Agreement begins on the date you accept these terms (by signing an Order Form, paying a setup fee or otherwise engaging our Service in writing) and continues until terminated.

12.2 Termination by either party

Either party may terminate the Agreement on 14 days' written notice. You remain liable for all fees for Booked Appointments made during the notice period.

12.3 Immediate termination

We may terminate the Agreement immediately and without notice if you: materially breach these terms and fail to remedy within 7 days of written notice; become insolvent or enter administration; or use the Service in a way we reasonably believe is unlawful.

12.4 Effect of termination

On termination, all outstanding fees become immediately due and payable. We will cease outreach activities promptly. Data handling on termination is governed by Section 7.

13. Changes to these terms

We may update these terms from time to time. We will give you at least 14 days' written notice of material changes. Continued use of the Service after the effective date of changes constitutes acceptance of the updated terms.

14. General

14.1 Governing law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14.2 Entire agreement

These terms, together with any Order Form or written agreement, constitute the entire agreement between us and supersede all prior discussions and representations.

14.3 Severability

If any provision of these terms is found to be unenforceable, the remaining provisions continue in full force.

14.4 Waiver

Failure to enforce any provision of these terms does not constitute a waiver of our right to enforce it in the future.

14.5 Assignment

You may not assign or transfer any rights or obligations under this Agreement without our prior written consent. We may assign this Agreement in connection with a merger, acquisition or sale of substantially all our assets.

14.6 Force majeure

Neither party will be liable for delays or failures caused by events outside their reasonable control, including natural disasters, pandemics, government action, or failure of third-party infrastructure.

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