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TERMS OF SERVICE (USER AGREEMENT)

Last updated: December 25, 2025
Company: MirraX12 LLC
Jurisdiction: Dover, State of Delaware, USA
Website: https://www.mirrax12.world
Contact email: mirrax12@protonmail.com

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1. General Provisions

1.1. This Terms of Service (the “Agreement”) governs the use of the Company’s website, client dashboard (personal account), and the purchase/use of Customer Support and Technical Support services.

1.2. By registering an account, using the website, topping up the balance, paying for a service package, or otherwise using the Company’s services, the User/Client confirms that:

• has read and understood this Agreement;
• agrees to comply with this Agreement;
• has authority to act on behalf of the client company (if acting as a representative of a legal entity).

1.3. If the Client does not agree with the terms of this Agreement, the Client must stop using the website and services.

1.4. The Company may provide services to business clients (B2B) and to other users where permitted.

2. Terms and Definitions

2.1. Client — an individual or legal entity using the website/dashboard and purchasing services.

2.2. Dashboard (Personal Account) — a secured area for managing access, balance, packages, tickets, reports, and settings.

2.3. Services — Customer Support and/or Technical Support services and related activities (ticket processing, communications, reporting, etc.).

2.4. Service Package — a prepaid amount of hours/units under the selected plan.

2.5. Balance — an internal prepaid credit (store credit) used to pay for services within the platform. The balance is not a bank account.

2.6. Ticket — a Client request (e.g., via Zendesk/Jira/website form/email) that requires processing.

2.7. SLA — a service level agreement (if executed separately and/or included in the selected plan).

2.8. Business Day — Monday through Friday excluding official US federal holidays.

3. Registration, Access, and Security

3.1. Registration is required to use the dashboard. The Client must provide accurate information and keep it up to date.

3.2. The Client is responsible for:

• keeping login/password and access credentials secure;
• all actions performed under the Client’s account;
• assigning roles/access to the Client’s employees (if such functionality is available).

3.3. The Client must promptly notify the Company if unauthorized access is suspected.

3.4. The Company may introduce password complexity rules, two-factor authentication, and other security measures.

4. Scope and Delivery of Services

4.1. The Company provides outsourcing services including:

• Customer Support (support for customers/users);
• Technical Support (technical assistance);
• ticket/request handling and communications (via agreed channels);
• reporting on work performed and time deductions.

4.2. The exact scope, channels, business hours, languages, SLA terms, limits, and exclusions are defined by:

• the description of the selected plan/package on the website; and/or
• a separate agreement, appendices, SLA, Statement of Work (if signed by the parties).

In case of conflict, signed documents and the SLA/appendices prevail.

4.3. Services are provided on a “reasonable efforts” basis. The Company does not guarantee any specific business result (e.g., increased sales, conversion, profit) unless explicitly stated in a signed SLA/appendix.

5. Dashboard Functionality and Data

5.1. Through the dashboard, the Client may:

• top up the balance;
• purchase service packages;
• track remaining hours/balance;
• view deductions history, reports, and ticket statuses (if connected);
• manage access settings (if available).

5.2. Dashboard data is based on the Company’s systems and/or third-party integrations. Updates may be delayed due to technical reasons.

6. Pricing, Packages, and Package Term (IMPORTANT)

6.1. Service pricing, levels, and package scope are specified on the website and/or in a commercial offer.

6.2. Package term:

Each paid package is valid for 30 business days from the moment the payment is confirmed (or from activation if another procedure is specified). After 30 business days, the package resets, and unused hours/units expire and do not roll over to the next period unless otherwise agreed in writing by the Company or in the contract.

6.3. If the Client purchases a new package before the current period ends, rollover/accumulation applies only if explicitly stated in the plan terms or a separate agreement.

6.4. The Company may offer packages with different terms (e.g., 30/60/90 business days). In that case, the term is specified in the package description.

7. Balance, Top-Ups, and Payments

7.1. The Client may top up the balance and use it to pay for services within the platform.

7.2. The balance is an internal prepaid credit for payments within the platform. The balance:

• is not a bank account, deposit, or electronic money;
• does not accrue interest;
• may only be used to pay for the Company’s services on the website.

7.3. Payments are processed by third-party payment providers. The Company may not store full payment credentials; payment data processing is governed by the provider’s policies.

7.4. The Client is responsible for:

• providing correct payment details;
• bank/provider fees;
• taxes and duties applicable to the Client’s payments (if applicable).

7.5. The Company may suspend services if there are insufficient funds on the balance or the package is depleted, unless otherwise agreed.

8. Time Tracking, Deductions, and Rounding

8.1. Services are measured based on actual time spent and/or work units under the selected plan/package.

8.2. Minimum billing increment (rounding):
Time may be deducted in increments specified in the plan/package (e.g., 1 minute / 5 minutes / 15 minutes). If the increment is not explicitly stated, a 1-minute increment applies.

8.3. Deductions may include (if applicable):

• ticket handling time (diagnosis, response, escalation);
• communication time (chat/email/calls);
• technical actions (remote sessions, log checks, configuration, etc.);
• preparation of a work/time report (if included in the package).

8.4. Reporting on deductions and work performed is provided in the dashboard and/or via an agreed channel.

9. Overage and Additional Hours

9.1. When a package/limit is exhausted, the Company may:

• suspend services until a new package is purchased/top-up is made; or
• continue work at an overage rate (if included in the package terms).

9.2. Overage pricing is specified in the plan/package or a separate document.

10. Refunds, Cancellations, and Adjustments

10.1. Services already delivered (performed hours/work) are non-refundable.

10.2. Service packages are non-refundable after usage begins (unless required by law or approved by the Company in writing).

10.3. Unused package hours that expire after 30 business days are not compensated or refunded unless otherwise agreed in writing.

10.4. A refund of unused balance is only possible if required by applicable law or by the Company’s written decision, and may be subject to deductions for:

• payment provider fees;
• amounts related to disputed/unresolved work;
• chargeback/dispute handling costs.

10.5. In the event of an erroneous deduction, the Company may apply an adjustment after confirming the error through an internal review.

11. Integrations and Third-Party Services

11.1. To provide services, the Company may use third-party platforms (e.g., ticketing systems, telephony, CRM, remote access tools, etc.).

11.2. The Company is not responsible for outages, limitations, policy changes, or unavailability of third-party services beyond the Company’s reasonable control.

12. Client Obligations

12.1. The Client agrees to:

• provide necessary information and access within the agreed scope;
• assign a point of contact for communication;
• use systems lawfully and ensure the legality of transmitted content;
• pay for services on time.

12.2. The Client represents that it has the right to provide the Company with data/materials/access required to deliver services.

13. Prohibited Use

13.1. The website and services must not be used for:

• illegal activities;
• malware distribution, phishing, spam;
• infringement of third-party rights (copyrights, trademarks, confidentiality, privacy);
• interference with the website/services operation;
• attempts of unauthorized access to data and systems.

13.2. The Company may immediately suspend access and services upon identifying violations.

14. Confidentiality and Data

14.1. The Company processes personal and corporate data to the extent necessary to provide services and operate the dashboard.

14.2. Detailed data and cookies rules are set out in the Privacy Policy posted on the website and incorporated by reference into these terms.

14.3. If the Client provides third-party data (e.g., its users), the Client confirms it has lawful grounds to do so.

15. Intellectual Property

15.1. The website, interfaces, texts, design, logos, and other materials are owned by the Company or used lawfully.

15.2. The Client may not copy, distribute, or modify website materials without the Company’s written permission.

16. Limitation of Liability

16.1. The Company is not liable for:

• lost profits and indirect/incidental/punitive damages;
• business, data, or reputation losses unless caused by the Company’s intentional misconduct;
• Client decisions based on consultations, unless otherwise stated in a contract.

16.2. The Company’s total liability for any claims is limited to the amount actually paid by the Client to the Company for services during the last 30 calendar days preceding the event giving rise to the claim, unless otherwise required by applicable law or a written agreement.

17. Suspension and Termination

17.1. The Company may suspend access to the dashboard and/or services in case of:

• breach of this Agreement;
• suspected account compromise;
• payment delays/insufficient funds;
• legal requirements or requests by competent authorities.

17.2. The Client may stop using the service at any time, but this does not cancel the obligation to pay for services already delivered and deducted hours.

18. Changes to the Agreement

18.1. The Company may update this Agreement by posting a new version on the website and indicating the update date.

18.2. Continued use of the website/dashboard after publication of changes constitutes the Client’s acceptance of the updated version.

19. Governing Law and Disputes

19.1. This Agreement is governed by the laws of the State of Delaware, USA.

19.2. All disputes shall be resolved by the competent courts of the State of Delaware, unless otherwise agreed by the parties in writing.