Terms of Service
Version of 4 September 2026
These terms govern your use of Mira scores. They are written to be read, not to be survived — if anything here is unclear, ask us before you sign.
1. Who these terms are between
Mira scores is operated by MiraSoft, a sole proprietorship established in the Plurinational State of Bolivia and based in Santa Cruz, Bolivia ("MiraSoft", "we", "us"). We have no physical offices; the business is conducted remotely and correspondence is by email to contact@mirascores.com. "You" means the organisation that opens an account, and everyone who uses the service under it. There are two agreements involved in buying Mira scores, and it is worth being clear about which is which: (a) These terms, between you and MiraSoft. They govern the service itself — what it does, what you may do with it, what happens to your data. (b) A purchase contract between you and Paddle, our reseller and merchant of record, covering the payment. Paddle's own buyer terms apply to that part and are available at paddle.com/legal/buyer-terms. Where the two overlap on a payment question — how a refund is issued, who charges the tax, whose invoice is the tax document — Paddle's terms govern the transaction and these terms describe what we will do about it.
2. The service
Mira scores is a hosted quality-assurance platform for contact centres. We provide it as a service over the internet; you do not receive a copy of the software and we may improve, change or retire individual features over time. Where a change materially reduces what your plan includes, we will tell you before it takes effect. We grant you a non-exclusive, non-transferable right to use the service during your subscription, for your own internal business purposes. You do not acquire any ownership of the software, and nothing here transfers our intellectual property to you. We do not guarantee that the service will fit a particular purpose you have in mind. If you are buying it for a specific outcome, tell us what that is before you commit and we will tell you honestly whether it does that.
3. Your account and your users
You are responsible for what happens under your account, including the actions of the users you invite. Keep credentials confidential and tell us promptly if you believe an account has been compromised. Administrators in your organisation can create, suspend and delete users, and can see the evaluations of the people they manage. Deciding who holds those roles is your decision, not ours. Accounts are for named individuals. Sharing one login between several people defeats every audit trail in the product and is not permitted.
4. Recordings, consent and lawful basis
This is the most important clause in this document, and the one most likely to matter to you. You are responsible for having a lawful basis to record, store, transcribe and analyse every conversation you upload, and for giving whatever notice or obtaining whatever consent the law of the relevant jurisdiction requires — from the customer, from the agent, or from both. Consent requirements for call recording differ by country and, in some countries, by state or province. We cannot assess that for you and we do not. By uploading a conversation you confirm that you are entitled to do so and that you may lawfully share it with the sub-processors listed in our Privacy Policy for the purposes described there. Do not upload recordings of conversations that you were not entitled to record. Do not use the service to process special categories of personal data — health, biometric, racial or ethnic origin, political opinion, religious belief, trade-union membership, sex life or sexual orientation, criminal records — unless you have a lawful basis to do so and have told us in writing first, so that we can tell you whether we are the right vendor for it. If a regulator or a data subject challenges the recording of a conversation you uploaded, that is a matter between you and them. We will cooperate with you, and we will not answer it on your behalf.
5. Seats, plans and allowances
Pricing is per agent seat, with a minimum contract of 15 agent seats. Evaluators and managers are included on top of your agent seats, within the limits described in the product. Plans carry a monthly allowance of AI-analysed conversations per agent seat. The allowance is stated on your plan, resets at the start of each billing period and does not carry over. Additional analyses can be bought as packs; packs do not expire at the end of the period in which they were bought. Seats added mid-period are charged pro rata for the days remaining and do not move your renewal date. Seat changes that reduce your count take effect at renewal, not immediately, and do not generate a refund for the remainder of the current period. Exceeding an allowance does not stop the service. AI features pause until the allowance resets or a pack is bought; everything that does not consume an allowance — manual evaluation, dashboards, calibration, disputes — continues to work.
6. How you buy: Paddle as merchant of record
Our order process is conducted by our online reseller, Paddle.com. Paddle.com is the merchant of record for all our orders. Paddle provides all customer service enquiries relating to billing and handles returns. In practice this means: — Your purchase contract for the subscription is with the relevant Paddle entity, not with MiraSoft. Which entity depends on where you are: Paddle.com Inc. for the United States, Paddle.com (Canada) Ltd. for Canada, and Paddle.com Market Limited for the rest of the world. — Paddle issues the invoice or receipt. That document, not anything we generate, is your tax document. Receipts shown inside Mira scores are our own record of the charge and are provided for convenience. — We do not invoice you directly and we will not ask you to pay us directly. If you receive a demand for payment that appears to come from MiraSoft outside the Paddle flow, treat it as fraudulent and tell us. — Refunds are issued by Paddle. We can authorise one; we cannot process it ourselves. See our Refund Policy. — The charge on your statement may appear as "Paddle" or "Paddle.net" rather than as Mira scores. We remain fully responsible for the service itself, for supporting it, and for everything else in these terms.
7. Prices, taxes and payment methods
Prices are quoted and charged in US dollars unless we have agreed otherwise in writing. Subscriptions are paid in advance, monthly or annually. An annual subscription is charged the equivalent of ten monthly payments. Paddle calculates, collects and remits sales tax, VAT, GST and equivalent taxes where they are due, and the price you are shown at checkout may include them depending on your location. A business with a valid tax registration may be entitled to a refund of the tax element; that request goes to Paddle, with the documentation they ask for, within the window stated in their buyer terms. Card payment is available on all plans. Payment by bank transfer against an invoice is available for annual contracts, which is the normal route for larger agreements where card limits would otherwise be a problem. Invoices issued that way are due by the date shown on them; access begins when the payment is received unless we have agreed in writing to start earlier. Bank charges, currency conversion costs and any withholding imposed in your jurisdiction are yours. Where withholding tax is deducted, the amount we receive must still equal the invoiced amount.
8. Renewal, cancellation and price changes
Subscriptions renew automatically for further periods equal to the initial term until they are cancelled. A monthly subscription renews monthly; an annual subscription renews annually. You may cancel at any time, from the billing screen in the product or by writing to us. Cancellation takes effect at the end of the period you have already paid for — it stops the next renewal, it does not shorten the current term, and access continues until that term ends. We may change prices. A change applies from your next renewal and never mid-term, and we will give you at least 30 days' notice before a renewal at a new price — 60 days for an annual contract. If you do not accept the new price, cancel before the renewal date and the change never takes effect for you. For annual contracts of 100 agent seats or more we will send a renewal notice at least 60 days before the renewal date, stating the amount that will be charged.
9. Refunds
Our full Refund Policy is a separate document and forms part of these terms. In summary: refunds are issued by Paddle; statutory withdrawal rights are honoured wherever they apply; and we will authorise a refund where we have failed to deliver the service in a material way or where you were charged in error. We do not refund the unused remainder of a period you chose to stop using, seats you stopped filling, or AI allowances you did not consume.
10. Chargebacks
If you believe a charge is wrong, tell us or Paddle first. Almost every disputed charge we have seen was a renewal somebody had forgotten about, and those are resolved in a day. Raising a chargeback with your bank instead has consequences we would rather you knew in advance. It costs us the disputed amount plus the scheme's fees, and where a chargeback is raised while you continue to use the service we may suspend the account until the dispute is resolved. Where a chargeback is later found to have been unjustified, we may recover the fees charged to us before restoring access. None of this applies to a charge that is genuinely fraudulent or unrecognised. Tell us and we will help you sort it out.
11. Order forms and negotiated agreements
Larger agreements are usually documented in an order form or quotation signed by both parties, setting out the seat count, the term, the allowance, the price and anything specific we have agreed — a service level, a retention period, a data-processing addendum, a security schedule. Where a signed order form conflicts with these terms, the order form wins for that agreement. Where it is silent, these terms fill the gap. A purchase order you issue for your own internal process does not change either document, whatever its pre-printed terms say. An annual agreement is a commitment for its term. Cancelling part-way through does not reduce the amount owed for that term unless the order form says so.
12. Discount codes
Discount codes are issued by us, are single use, and apply only to the order on which they are entered. A code must be entered before payment; we cannot apply one retroactively. Codes may be restricted to a specific account, may carry an expiry date, and may be withdrawn at any time before they are redeemed. Codes have no cash value and cannot be combined. A discount applies to the period stated on the code. Unless the code says otherwise, renewals are charged at the standard price.
13. Your data, and our role in it
The recordings you upload, the transcripts produced from them and the evaluations built on them belong to your organisation. We process them to provide the service to you and for no other purpose. We do not sell them, we do not share them beyond the sub-processors listed in our Privacy Policy, and we do not aggregate them into a benchmark or research product without asking you first. For that content you are the data controller and we are your processor. We act on your documented instructions, which for most customers means the settings you choose in the product. Where you need a formal data-processing agreement, ask us and we will sign one. For the data we hold about your account — who your users are, what they did, what you were billed — we are the controller. Our Privacy Policy explains what that covers. We keep your data for as long as your account is active. After termination you have 30 days to export it, during which we keep it available. What happens after those 30 days differs by kind of data, and the difference is deliberate. **The recordings are destroyed**: the audio files are deleted from our systems, because they are your customers' own voices, recorded under a lawful basis that ended with the account, and nothing anyone needs to ask later is answered by the audio rather than by the transcript beside it. **The remaining records are retained** — the transcripts, the evaluations, the scores and the audit trail — with company names, user email addresses and identifiers rewritten so that no individual is identified by them and the names are freed for reuse. That history is what lets either of us answer a question about the period you were a customer, including one raised by a regulator or by a court. If you need the retained records deleted as well, ask us in writing and we will tell you what we can delete and what we are obliged to keep. We may retain anonymous, aggregated statistics that cannot identify you, your customers or your agents.
14. AI features
AI transcription and scoring are provided through Google Gemini Enterprise on Google Cloud, under enterprise terms that exclude customer data from model training. Your audio, transcripts and analyses are not used to train Google's models, ours, or anyone else's. Acoustic analysis, conversation metrics and the masking of sensitive data run on infrastructure we operate ourselves and are not sent to any third-party AI provider. AI output is a draft. Transcripts contain errors and scores are proposals that a person must review before they are submitted. Decisions affecting an employee — pay, performance management, discipline, dismissal — must not be based on unreviewed AI output. Some jurisdictions regulate automated decision-making about workers; complying with those rules in how you use the scores is your responsibility, and the product is built to make human review the default precisely so that you can. AI usage is metered against the allowance in your plan.
15. Security
We encrypt data in transit and at rest, scope every record to one company at the database level and enforce that scope on the server rather than in the interface, and offer masking of card numbers and other structured identifiers in transcripts along with two-factor authentication on every account. Masking is irreversible. Where it is switched on, the untouched transcript is not retained in any form, by us or by anyone, and text masked in error cannot be recovered — the conversation must be uploaded again. Tell us if a rule is catching something it should not and we will correct the rule. You are responsible for the parts you control: who you give accounts to, which roles you give them, whether you enable masking, and how quickly you remove access from somebody who has left. If we become aware of a personal data breach affecting your data, we will tell you without undue delay and in any event within 72 hours of becoming aware of it, with what we know at the time and what we are doing about it. We will not wait until we have a complete picture before telling you there is a problem.
16. Availability and support
We aim to keep the service available continuously, but we do not offer a contractual uptime guarantee unless one is agreed separately in writing in an order form. Planned maintenance is announced in advance where practical. Support for the product is provided by us, by email, during business hours; response times depend on your plan and are indicative unless an order form says otherwise. Billing questions — invoices, receipts, tax documents, refunds — are handled in the first instance by Paddle, who are the merchant of record for the transaction. AI features depend on a third-party platform. Where that platform is unavailable or degraded, those features may be too. Everything that does not depend on it continues to work.
17. Acceptable use
Do not use the service to break the law, to infringe someone else's rights, to upload malicious code, to attempt to access another customer's data, or to probe, scan or load-test our systems without written permission. Do not upload content you have no right to upload, and do not use the platform to build a competing product, to benchmark it for publication without our written consent, or to train a machine-learning model on the output. Do not resell or expose the service to third parties as your own product unless we have agreed to it in writing. An outsourcing provider giving its own client read access to that client's own programme is not resale and is expressly permitted. Your use must also comply with the acceptable use policy of our payment provider, which prohibits a list of products and activities its payment partners will not process.
18. Suspension and termination
You may close your account at any time. We may suspend or terminate an account that breaches these terms, that has not paid, or whose use threatens the security or stability of the platform for other customers. Where the breach is capable of being fixed, we will normally give you notice and a chance to fix it first. Where the risk is immediate — a security incident, an unlawful upload, a chargeback raised while the service is in use — we may suspend first and explain afterwards. Either party may terminate for material breach that is not remedied within 30 days of written notice. If we terminate for our own convenience mid-term, we refund the unused portion of what you paid. On termination your right to use the service ends, and the export window in the data clause begins.
19. Confidentiality
Each of us may learn things about the other that are not public — your call data and configuration on our side, our pricing, roadmap and non-public technical detail on yours. Neither party will disclose the other's confidential information except to people who need it and are bound to keep it confidential, or where the law requires disclosure. This obligation survives the end of the agreement by three years. It does not cover information that was already public, that the receiving party already had, or that it developed independently. We may name you as a customer and use your logo in marketing only with your written permission, which you may withdraw.
20. Liability
To the maximum extent permitted by law, our total liability arising out of or relating to the service in any twelve-month period is limited to the amount you paid for the service in the twelve months before the event giving rise to the claim. We are not liable for indirect or consequential loss, for loss of profit, revenue, goodwill or anticipated savings, for loss or corruption of data to the extent it was recoverable from an export you could have taken, or for employment decisions you take on the basis of information in the platform. Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded — including the statutory rights of a consumer, which these terms do not affect.
21. Indemnities
You will indemnify us against claims, losses and reasonable costs arising from conversations you uploaded without a lawful basis or the consent required, from your breach of the acceptable use clause, and from employment decisions you took using the platform. We will indemnify you against a third-party claim that the service as supplied by us infringes that party's intellectual property, provided you tell us promptly, let us control the defence and do not settle without our agreement. If such a claim is made, we may modify the service, obtain a licence, or terminate and refund the unused portion of what you paid.
22. Changes to these terms
We may update these terms. The version date at the top of this page tells you when they last changed. Material changes will be announced in the product or by email at least 30 days before they take effect, and for an annual contract they apply from your next renewal rather than mid-term. Continuing to use the service after a change has taken effect means you accept it. If a material change is one you cannot accept, tell us before it takes effect and you may terminate at that date with a refund of the unused portion of what you paid. Where these terms are ambiguous or a situation is not covered, MiraSoft will interpret them reasonably and in good faith, and in favour of the reading a reasonable customer would have expected.
23. Governing law and disputes
These terms are governed by the laws of the Plurinational State of Bolivia, and the courts of Bolivia have jurisdiction over any dispute arising from them. That choice does not deprive a consumer of the protection of mandatory provisions of the law of the country where they live, and it does not affect any statutory right you have that cannot be waived by agreement. Your purchase contract with Paddle is governed separately by Paddle's own terms. Before going to court, both parties agree to try to resolve the dispute by discussion for at least 30 days. Neither party is prevented from seeking an injunction where one is genuinely needed. If a provision of these terms is held to be unenforceable, the rest stays in force and the unenforceable provision is read down to the extent needed to make it valid.
24. Contact
Questions about these terms, about your data or about the service can be sent to contact@mirascores.com. Please include your company name. Questions about a charge, an invoice, a tax document or a refund are handled by Paddle in the first instance — the fastest route is the link on the receipt they sent you — but write to us as well and we will follow it up.
Questions about any of this?