Terms of Service

1. About These Terms

These Terms of Service ("Terms") form a legally binding agreement between you ("Client", "you", "your") and Mirai Solutions ("we", "us", "our"), a business operating in England. By subscribing to or using any of our services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use our services.

These Terms apply to all services provided by Mirai Solutions, including but not limited to AI receptionist systems, website design and hosting, chat widgets, CRM access, automated workflows, review management, and lead reactivation.

We recommend that you keep a copy of these Terms for your records. If you have any questions, contact us at [email protected].

2. Definitions

In these Terms, the following definitions apply:

"Services" means the AI-powered business automation services provided by Mirai Solutions, as described on our website and agreed during onboarding.

"Platform" means the software, dashboard, CRM, and related tools we provide access to as part of the Services, including third-party platforms we configure on your behalf.

"AI Systems" means the artificial intelligence technologies deployed as part of the Services, including but not limited to the AI receptionist, chat widget, and automated follow-up sequences.

"Client Data" means all data, content, and information provided by you or generated through your use of the Services, including customer contact details, call recordings, chat transcripts, and business information.

"Subscription" means your ongoing paid access to the Services under the plan agreed between us.

3. Eligibility

Our Services are designed for business use. By entering into these Terms, you confirm that: (a) you are at least 18 years old; (b) you are acting on behalf of a business or as a sole trader; (c) you have the authority to bind the business you represent to these Terms; and (d) you will use the Services only for lawful business purposes.

4. Service Description

Mirai Solutions provides AI-powered systems to help businesses capture, respond to, and manage customer enquiries. Our Services may include:

AI Receptionist: An AI-powered telephone answering system that answers calls on your behalf, trained on your business information, capable of handling enquiries, providing information, taking messages, and booking appointments.

Website Design & Hosting: A professionally designed, conversion-optimised website built and hosted on your behalf.

AI Chat Widget: An AI-powered chat feature embedded on your website that engages visitors, answers questions, and captures lead information.

CRM & Dashboard: Access to a customer relationship management platform where you can view contacts, conversations, appointments, and analytics.

Smart Automations: Automated follow-up sequences, review requests, lead reactivation campaigns, and custom workflows tailored to your business.

Reputation Management: Automated systems for requesting, collecting, and managing customer reviews.

The specific Services provided to you will be confirmed during onboarding and may vary depending on your subscription plan.

5. Onboarding & Setup

Following your initial discovery call and agreement to subscribe, we will build and configure your systems. Typical setup takes 5–7 working days from the date we receive all required information from you.

You are responsible for: (a) providing accurate and complete business information including services, pricing, opening hours, FAQs, and contact details; (b) providing access to any existing systems, accounts, or data we reasonably need to complete the setup; (c) reviewing and approving your website and AI configuration before go-live; and (d) promptly informing us of any changes to your business that may affect system performance.

Delays caused by incomplete or late information from you may extend the setup timeline. We are not liable for any losses arising from information you provided that was inaccurate or incomplete.

6. Subscriptions, Billing & Payment

Billing Cycle: Services are provided on a rolling monthly subscription basis unless otherwise agreed in writing. Your subscription begins on the date your systems go live ("Start Date").

Payment: Payment is due in advance at the start of each billing cycle. We accept payment by direct debit, bank transfer, or card payment as agreed during onboarding.

Late Payment: If payment is not received within 7 days of the due date, we reserve the right to suspend your access to the Services until payment is made. We may charge interest on overdue amounts at a rate of 4% above the Bank of England base rate.

Price Changes: We reserve the right to change our pricing. Any price changes will take effect at the start of your next billing cycle, and we will give you at least 30 days' written notice before any increase takes effect.

No Refunds: Subscription fees are non-refundable. If you cancel partway through a billing cycle, you will retain access to the Services until the end of that cycle, but no pro-rata refund will be issued.

Setup Fees: Where a one-time setup fee applies, this is payable before work begins and is non-refundable once setup has commenced.

7. AI Systems — Nature & Limitations

Our AI Systems are powered by third-party large language models and voice AI technologies. While we train and configure these systems using your business information to deliver accurate, natural-sounding interactions, you acknowledge and agree that:

(a) AI is not infallible. AI-generated responses may occasionally be inaccurate, incomplete, or inappropriate. We do not guarantee that the AI will handle every customer interaction perfectly.

(b) AI is not a substitute for professional advice. The AI receptionist and chat widget provide general information about your business based on the data you supply. They do not provide legal, medical, financial, or other professional advice.

(c) Continuous improvement. We monitor AI performance and refine training over time. If the AI encounters a scenario it cannot handle, it will attempt to escalate or flag the interaction for review.

(d) Third-party dependencies. Our AI Systems rely on third-party providers (including AI model providers and telephony services). We are not liable for outages, errors, or changes to third-party services that are beyond our reasonable control.

(e) Call recording and transcription. The AI receptionist may record and transcribe calls for quality assurance and service delivery purposes. You are responsible for ensuring that your customers are made aware that calls may be recorded and that you have a lawful basis for this under applicable data protection laws. We can assist you with appropriate call disclosure messaging.

(f) You are responsible for reviewing AI outputs. We recommend that you periodically review call transcripts, chat logs, and AI responses via your dashboard to ensure accuracy and quality.

8. Data Protection & Privacy

Both parties shall comply with their obligations under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller: You remain the data controller for all personal data relating to your customers that is processed through our Services. You are responsible for ensuring that you have a lawful basis for collecting and processing your customers' personal data, and for providing appropriate privacy notices to your customers.

Data Processor: Where we process personal data on your behalf (for example, storing customer contact details in the CRM, recording calls, or sending automated messages), we act as your data processor. We will only process such data on your documented instructions and for the purposes of delivering the Services.

Data Processing Agreement: These Terms incorporate a data processing agreement between us. By accepting these Terms, you instruct us to process Client Data as necessary to deliver the Services. We will: (a) process personal data only on your instructions; (b) ensure that persons authorised to process the data are subject to confidentiality obligations; (c) implement appropriate technical and organisational security measures; (d) not engage sub-processors without your general written authorisation (which you grant by accepting these Terms, subject to our obligation to notify you of new sub-processors); (e) assist you in responding to data subject requests; (f) assist you with data protection impact assessments where required; (g) delete or return all personal data upon termination of the Services, unless retention is required by law; and (h) make available information necessary to demonstrate compliance with these obligations.

Sub-Processors: You acknowledge and agree that we use third-party sub-processors to deliver the Services, including but not limited to: CRM and workflow platform providers, AI model providers, telephony and voice AI providers, hosting providers, and email/SMS delivery services. A current list of sub-processors is available on request. We will notify you of any material changes to our sub-processors.

International Transfers: Some of our sub-processors may process data outside the UK. Where this occurs, we ensure appropriate safeguards are in place in accordance with UK GDPR, such as Standard Contractual Clauses or adequacy decisions.

Data Breach: In the event of a personal data breach affecting Client Data, we will notify you without undue delay and in any event within 72 hours of becoming aware of the breach, and will provide reasonable assistance in managing the breach.

For full details on how we handle personal data, please refer to our Privacy Policy.

9. Your Responsibilities

You agree to:

(a) Provide accurate, complete, and up-to-date business information for AI training and system configuration.

(b) Comply with all applicable laws and regulations, including data protection laws, consumer protection laws, and advertising standards, in connection with your use of the Services.

(c) Ensure that any automated messages sent through our Services (including SMS, email, and review requests) comply with applicable marketing and electronic communications regulations, including obtaining necessary consents from recipients.

(d) Not use the Services for any unlawful, fraudulent, deceptive, or harmful purpose.

(e) Not attempt to reverse-engineer, copy, or redistribute any part of our systems, templates, or workflows.

(f) Inform your customers that calls may be recorded and that AI systems may be used to handle enquiries, where required by law.

(g) Review AI outputs periodically and notify us of any inaccuracies or issues.

(h) Maintain the security of your dashboard login credentials and notify us immediately if you suspect unauthorised access.

(i) Not use the Services to send unsolicited bulk communications (spam) or to harass, threaten, or abuse any person.

10. Acceptable Use

You must not use the Services to: (a) transmit any content that is unlawful, defamatory, obscene, or infringes any third-party rights; (b) send unsolicited marketing communications without proper consent; (c) impersonate any person or entity; (d) interfere with or disrupt the Services or any connected networks; (e) attempt to gain unauthorised access to any part of the Services; or (f) use the Services in any way that could damage our reputation or the reputation of our third-party providers.

We reserve the right to suspend or terminate your access if we reasonably believe you are in breach of this acceptable use policy.

11. Intellectual Property

Our IP: All systems, software, templates, workflows, automation logic, AI training methodologies, and designs created by Mirai Solutions remain our intellectual property (or that of our licensors). Nothing in these Terms transfers ownership of our intellectual property to you.

Website Licence: Where we design a website for you, we grant you a non-exclusive, non-transferable licence to use that website for your business purposes for the duration of your subscription. Upon termination, this licence ends and you may not continue to use the website design.

Your Content: You retain ownership of all business content, branding, logos, and images you provide to us. By providing this content, you grant us a licence to use it solely for the purpose of delivering the Services.

Client Data: You retain ownership of all Client Data. We do not claim any ownership rights over your customer data, contact lists, or business information.

12. Confidentiality

Each party agrees to keep confidential any non-public information received from the other party in connection with these Terms ("Confidential Information"). Neither party shall disclose Confidential Information to any third party except: (a) to employees, contractors, or advisors who need access to perform their obligations; (b) as required by law, regulation, or court order; or (c) with the prior written consent of the disclosing party.

This obligation of confidentiality survives termination of these Terms for a period of 2 years.

13. Service Availability & Support

We aim to maintain high availability across all systems but do not guarantee 100% uptime. The Services may be temporarily unavailable due to: (a) scheduled maintenance (we will provide advance notice where possible); (b) unscheduled outages caused by third-party providers, internet disruptions, or circumstances beyond our control; or (c) emergency maintenance required to protect the security or integrity of the Services.

We will use reasonable efforts to resolve any service disruptions promptly. We do not offer formal service level agreements (SLAs) unless separately agreed in writing.

Support is available via email at [email protected]. We aim to respond to support queries within 1 working day.

14. Limitation of Liability

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited by applicable law.

Subject to the above, we shall not be liable for: (a) any indirect, incidental, special, consequential, or punitive damages; (b) any loss of profits, revenue, business, anticipated savings, goodwill, or data; (c) any losses arising from inaccurate or inappropriate AI-generated responses; (d) any losses arising from third-party service outages, changes, or failures; (e) any losses arising from your failure to provide accurate business information; or (f) any losses arising from your failure to comply with applicable laws, including data protection laws.

Liability Cap: Our total aggregate liability under or in connection with these Terms, 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 3 months immediately preceding the event giving rise to the claim.

You acknowledge that the Services involve emerging AI technology and that you accept a degree of risk in using AI systems to interact with your customers. You agree that it is your responsibility to monitor AI outputs and escalate concerns to us promptly.

15. Indemnification

You agree to indemnify and hold harmless Mirai Solutions, its directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms; (b) your violation of any applicable law; (c) your failure to comply with data protection obligations; (d) any claim by a third party arising from the content, data, or materials you provide to us; or (e) your use of the Services in a manner not authorised by these Terms.

16. Cancellation & Termination

Cancellation by You: You may cancel your subscription at any time by giving us at least 30 days' written notice (email is acceptable). Your access to the Services will continue until the end of your current billing cycle. No refund will be issued for the remaining period.

Termination by Us: We may suspend or terminate your access to the Services immediately if: (a) you fail to pay any amount due under these Terms within 14 days of the due date; (b) you breach any material term of these Terms and fail to remedy the breach within 14 days of written notice; (c) you use the Services in a manner that is unlawful or in breach of the acceptable use policy; or (d) we reasonably believe that continued provision of the Services would expose us to legal liability.

Effect of Termination: Upon termination: (a) your access to the Platform, dashboard, website, and AI Systems will cease; (b) any website we built for you will be taken offline (the design remains our intellectual property); (c) we will, upon your written request made within 30 days of termination, provide a CSV export of your contact data from the CRM; (d) after 90 days from termination, we will securely delete all Client Data unless retention is required by law.

Survival: Clauses relating to intellectual property, confidentiality, limitation of liability, indemnification, data protection, and governing law shall survive termination of these Terms.

17. Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond the reasonable control of that party, including but not limited to: natural disasters, epidemics, pandemics, war, terrorism, civil unrest, government actions, power failures, internet or telecommunications failures, cyberattacks, or failures of third-party service providers.

18. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, business practices, or applicable law. We will notify you of material changes by email at least 30 days before they take effect. Your continued use of the Services after the changes take effect constitutes acceptance of the updated Terms. If you do not agree with any changes, you may cancel your subscription in accordance with Section 16.

19. General Provisions

Entire Agreement: These Terms, together with our Privacy Policy and any service-specific agreements, constitute the entire agreement between us and supersede all prior agreements, representations, and understandings.

Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver: No failure or delay by either party in exercising any right under these Terms shall constitute a waiver of that right.

Assignment: You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to a successor or affiliate.

Third-Party Rights: These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

Notices: All notices under these Terms shall be in writing and sent by email. Notices to us should be sent to [email protected]. Notices to you will be sent to the email address associated with your account.

20. Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales.

In the event of any dispute arising out of or in connection with these Terms, the parties agree to first attempt to resolve the matter through good faith negotiation. If the dispute cannot be resolved within 30 days, either party may refer the matter to the exclusive jurisdiction of the courts of England and Wales.

21. Contact Us

If you have any questions about these Terms, please contact us:

Mirai Solutions
Email: [email protected]
Website: miraisolutions.co.uk