CRM & Automations Terms.

The CRM & Automations retainer sets up and maintains a CRM system configured for your garage, together with automated workflows that turn enquiries, bookings, and past customers into a managed revenue pipeline — without you manually following up every lead.

Typical automations include: new-lead nurture sequences, booking confirmation and reminder messages, post-service follow-ups for reviews, and re-engagement of lapsed customers. Everything runs in your name and from your contact details.

• CRM setup and configuration — pipeline structure, contact fields, tags, and deal stages tailored to a garage's workflow (lead → quote → booked → in-workshop → invoiced → follow-up);
• Automation workflows — typically 5–10 core automations built, tested, and activated at launch; additional automations scoped and built on request;
• Integrations — connecting your CRM to your booking system, website contact form, phone system (where compatible), and review platforms;
• SMS and email templates — compliant, on-brand message templates for each automation;
• Monthly maintenance — reviewing automation performance, fixing broken sequences, updating templates, and adding new automations as your business evolves;
• Monthly report — leads processed, automation trigger counts, open and response rates, and any issues flagged.

Your customer data is yours. We configure and operate the CRM on your behalf; we are the data processor, and you are the data controller. We do not use your customer data across clients, sell it, or share it with third parties other than the CRM platform itself.

On cancellation, we export your full contact and deal history in a standard format (CSV or the CRM platform's native export) and provide it to you within 14 days. Data is purged from our managed environment within 30 days of handover.

You confirm that any customer contacts you import or collect through your garage's systems have given the required consent (or fall within a lawful basis) for marketing and transactional messages under applicable law:

• United States — TCPA (for SMS) and CAN-SPAM (for email);
• United Kingdom — UK GDPR and PECR;
• Canada — CASL;
• Australia — Spam Act 2003 and Do Not Call Register Act 2006.

All our message templates include standard unsubscribe/opt-out mechanisms. You must not instruct us to remove opt-out mechanisms or send messages to contacts who have previously opted out.

The retainer covers the build and maintenance of automations within the agreed CRM platform. The standard automation set for a garage includes:

• New web enquiry → immediate acknowledgement + lead routing to staff;
• Booking confirmation → automated confirmation message to customer;
• Appointment reminder → SMS/email 24 hours before booking;
• Post-service follow-up → review request sent 24 hours after job completion;
• Lapsed-customer re-engagement → message to customers not seen in 12 months;
• Unanswered quote follow-up → nudge sequence for leads that went quiet.

Additional automations beyond the standard set are scoped and built during the monthly maintenance cycle or as a one-time add-on. We'll propose and agree these with you before building them.

• Outbound cold prospecting (that's a separate service);
• Manual sales calls or human follow-up on your behalf (see Virtual Receptionist);
• Payment processing within the CRM — your payment platform handles that;
• Building custom CRM integrations requiring significant development work (quoted separately);
• Training your staff beyond a standard handover session (additional training available as add-on);
• CRM platform subscription costs — you pay the CRM provider directly; our retainer covers our setup and management fee only.

The CRM and automation stack we configure relies on third-party platforms (typically Go High Level, HubSpot, or similar). Platform subscription costs are between you and the provider; we'll recommend the most cost-effective option for your garage's size and advise on pricing at kickoff.

We aren't responsible for platform outages, pricing changes, or feature deprecations. Where a platform change materially affects your automations, we'll adapt the setup and notify you promptly.

The CRM & Automations retainer has a 3-month minimum term. The first month is primarily setup; automations are typically live by week 3. After the minimum, the retainer continues month-to-month and can be cancelled at any time. Billing runs monthly via Stripe in your local currency.

• Provide your existing customer list and confirm you hold the correct consent or lawful basis for each contact;
• Grant us admin access to the CRM platform we configure for you;
• Connect your booking system, website form, or phone system to the CRM (we guide this; you need to approve the integrations);
• Respond to questions about your workflow and preferences within 3 business days during setup;
• Do not modify automation sequences without telling us — overlapping triggers can send duplicate messages to customers;
• Monitor opt-out requests and ensure your team doesn't re-add opted-out contacts.

After the 3-month minimum, cancel any time via email or your dashboard. On cancellation:

• Active automations are paused at the end of the current billing cycle;
• Your full contact and deal history is exported and provided to you within 14 days;
• We provide a final monthly report covering the last cycle;
• CRM platform admin access is transferred to you or your new provider.

See the Refund Policy. Standard retainer refund position: first-7-day onboarding mismatch, duplicate billing, and material uncured breach by us. Other refunds are not available; the alternative-work guarantee applies mid-retainer.