Terms and Conditions

1. Agreement to Terms

These Terms and Conditions ("Terms", "Agreement") constitute a legally binding agreement between you ("User", "Merchant", "you", or "your") and Mirah ("Company", "we", "us", or "our") governing your access to and use of our e-commerce operations platform ("Service", "Platform", "Software").

BY ACCESSING OR USING THE SERVICE, CREATING AN ACCOUNT, OR CLICKING "I AGREE," YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST NOT ACCESS OR USE THE SERVICE.

You represent and warrant that:

You are at least 18 years of age
You have the legal capacity and authority to enter into this Agreement
If representing a business entity, you have authority to bind that entity to these Terms
All information provided during registration is accurate, current, and complete
You will comply with all applicable Pakistani laws and regulations

2. Service Description

2.1 Platform Features

Mirah provides a comprehensive e-commerce operations platform including:

Shopify Integration: Real-time synchronization of orders, products, inventory, and customer data
Courier Connectivity: Integration with Pakistani courier services (TCS, Leopards, M&P, PostEx, Rider, BlueEx, Trax, CallCourier)
Automated Dispatch: One-click booking, AWB generation, and label printing
Live Tracking: Unified shipment tracking across all courier partners
COD Reconciliation: Automated payment matching and settlement tracking
Return Management: RTO handling, fraud detection, customer blacklisting
Profit Calculation: Real-time net margin analysis with COGS tracking
Inventory Sync: Multi-channel stock management
Analytics Dashboard: Sales reports, customer insights, performance metrics
SMS Alerts: Automated customer notifications and operational alerts

2.2 Service Availability

We strive to provide 99.5% uptime but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to:

Scheduled maintenance and system updates
Technical issues, server problems, or infrastructure failures
Third-party service disruptions (Shopify API, courier APIs, payment gateways)
Force majeure events beyond our control (natural disasters, power outages, internet disruptions)
Security incidents requiring emergency maintenance

We will provide advance notice of scheduled maintenance when possible. No refunds or credits will be issued for temporary service interruptions unless explicitly stated in our SLA.

2.3 Service Modifications

We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time, with or without notice, including:

Adding or removing features and functionality
Changing pricing plans and subscription tiers
Updating integrations with third-party services
Implementing new security measures or authentication requirements
Modifying usage limits, rate limits, or API quotas

3. Account Registration and Security

3.1 Account Creation

To use the Service, you must:

Create an account with accurate and complete business information
Provide valid business registration details and NTN (National Tax Number)
Connect a legitimate Shopify store with appropriate access permissions
Provide payment information for subscription billing
Complete identity verification if required (CNIC, business license, bank statements)

Each business entity may create only one account. Creating multiple accounts to circumvent restrictions, obtain additional trials, or engage in fraudulent activity is strictly prohibited and will result in immediate termination.

3.2 Account Security

You are solely responsible for:

Maintaining the confidentiality of your login credentials and API keys
All activities that occur under your account
Immediately notifying us of any unauthorized access or security breach
Using strong passwords and enabling multi-factor authentication (MFA)
Restricting access to your account within your organization

IMPORTANT: We are not liable for any loss or damage arising from your failure to maintain account security or unauthorized use of your credentials.

3.3 Account Termination

We may suspend or terminate your account immediately if:

You violate any provision of these Terms
You engage in fraudulent activity or misuse the Service
Payment for your subscription fails or is disputed
You provide false or misleading information
Your use of the Service poses a security risk to other users
Required by law or regulatory authorities

4. Subscription, Pricing, and Payment

4.1 Subscription Plans

We offer various subscription plans with different features, limits, and pricing. Plan details are available on our website and may include:

Billing Cycles: Monthly or annual subscriptions with automatic renewal
Order Limits: Maximum number of orders processed per month
Feature Access: Basic, Standard, or Premium feature sets
User Accounts: Number of team members who can access the platform
API Limits: Rate limits and API call quotas
Support Tier: Email, chat, or priority phone support

4.2 Pricing and Fees

All fees are stated in Pakistani Rupees (PKR). Fees may include:

Subscription Fees: Charged monthly or annually in advance
Transaction Fees: Per-order processing charges (if applicable to your plan)
Overage Charges: Additional fees for exceeding plan limits (orders, API calls, users)
Setup Fees: One-time onboarding charges for Premium plans
Premium Features: Optional add-ons (advanced analytics, white-label branding, API access)

IMPORTANT: Courier shipping costs, COD charges, and delivery fees are separate and charged directly by courier services. Mirah is not responsible for courier fees or delivery-related costs.

4.3 Payment Terms

Payments are due immediately upon subscription or renewal
Subscription fees are non-refundable except as expressly stated in our Refund Policy
You authorize automatic recurring charges to your payment method
Failed payments may result in immediate service suspension
You are responsible for all applicable taxes, including GST/Sales Tax
Late payment fees of 2% per month may be charged on overdue amounts
Unpaid invoices may be sent to collections after 30 days

4.4 Price Changes

We reserve the right to change pricing at any time. For existing subscriptions:

Price changes will be communicated 30 days in advance via email
Annual subscribers will see changes upon next renewal
Monthly subscribers will see changes in the next billing cycle after notice
Continued use after price change constitutes acceptance
You may cancel before the price change takes effect to avoid new rates

4.5 Free Trials

If you sign up for a free trial:

Trial period is typically 14 days unless otherwise specified
Payment information must be provided upfront
You will be automatically charged when the trial ends unless you cancel
Only one free trial per business entity is allowed
Trial features may differ from paid plan features

5. Data Ownership and Usage Rights

5.1 Your Data

You retain all ownership rights to your business data, including orders, products, customers, and store information. However, by using our Service, you grant us:

A worldwide, royalty-free license to use, process, and store your data to provide the Service
The right to create aggregated, anonymized analytics and insights from your data
Permission to use your data for platform improvement, machine learning, and predictive modeling
The ability to share anonymized insights with other merchants on our platform

5.2 Mirah's Intellectual Property

All rights to the Platform, including code, algorithms, UI/UX, branding, and analytics remain with Mirah:

You do not acquire any ownership rights to our software or technology
You may not reverse engineer, decompile, or attempt to extract our source code
You may not create derivative works or competing products based on our Service
You may not resell, sublicense, or redistribute access to our Platform

5.3 Aggregated Data Usage

CRITICAL DISCLOSURE: We use your order data and customer purchase patterns to create market intelligence products, including:

Product hunting recommendations shared with other merchants
Market trend reports and industry benchmarks
Pricing strategy insights and competitive analysis
Customer behavior patterns and demographic segmentation

While your individual data is not directly shared, aggregated insights may reveal market trends that benefit your competitors.

6. Prohibited Activities

You agree not to:

Use the Service for any illegal purpose or in violation of Pakistani laws
Upload false, misleading, or fraudulent order information
Attempt to gain unauthorized access to our systems or other user accounts
Introduce viruses, malware, or malicious code
Scrape, crawl, or data mine our platform without permission
Use automated scripts or bots to abuse our Service
Interfere with or disrupt the Service or servers
Impersonate another merchant or misrepresent your business
Use the Service to facilitate money laundering, tax evasion, or fraud
Sell counterfeit, stolen, or illegal products through connected stores
Violate intellectual property rights of others
Create multiple accounts to circumvent limitations

7. Third-Party Integrations

7.1 Shopify Integration

Our integration with Shopify is subject to Shopify's Terms of Service and API policies. We are not responsible for:

Shopify service outages or API changes
Data loss or corruption caused by Shopify
Shopify's fees, billing disputes, or account suspensions
Changes to Shopify's API that affect our integration

7.2 Courier Services

Courier integrations (TCS, Leopards, M&P, etc.) are subject to each courier's terms. We are not responsible for:

Delivery delays, lost shipments, or damaged packages
Courier pricing changes, COD charges, or fuel surcharges
Courier service outages or API disruptions
Disputes between you and courier companies
Theft, fraud, or mishandling by courier staff

You are solely responsible for your relationship with courier partners and any disputes must be resolved directly with them.

7.3 Payment Gateways

Payment processing is handled by third-party providers. We are not responsible for payment failures, chargebacks, or financial disputes.

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY PAKISTANI LAW, MIRAH SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

Loss of profits, revenue, or business opportunities
Loss of data, customer information, or order history
Damage to business reputation or goodwill
Costs of procurement of substitute services
Delivery delays or failed shipments
Fraudulent orders or fake customers
Errors in profit calculations or analytics

OUR TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.

9. Warranties and Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

Warranties of merchantability or fitness for a particular purpose
Accuracy, reliability, or completeness of data or analytics
Uninterrupted, secure, or error-free operation
Compatibility with third-party services (Shopify, couriers)
Profitability or business success resulting from use of the Service

We do not warrant that the Service will meet your requirements, prevent fraud, or guarantee delivery success rates.

10. Indemnification

You agree to indemnify, defend, and hold harmless Mirah, its officers, directors, employees, and agents from any claims, liabilities, damages, losses, and expenses arising out of or related to:

Your violation of these Terms or applicable laws
Your use or misuse of the Service
Your products, services, or business practices
Disputes with your customers, couriers, or suppliers
Your infringement of intellectual property rights
False, fraudulent, or misleading information provided by you
Your failure to comply with tax, regulatory, or licensing requirements

11. Governing Law and Dispute Resolution

11.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Pakistan. Any disputes shall be subject to the exclusive jurisdiction of courts in Lahore, Pakistan.

11.2 Arbitration

Before filing any legal action, you agree to attempt to resolve disputes through good faith negotiation. If unresolved within 30 days, disputes may be submitted to arbitration in accordance with the Arbitration Act 1940 of Pakistan.

11.3 Class Action Waiver

You agree that disputes must be brought on an individual basis only, and not as a plaintiff or class member in any class or representative action.

12. Termination

12.1 Termination by You

You may cancel your subscription at any time:

Cancellation takes effect at the end of your current billing period
No refunds will be issued for partial months or unused time
You remain responsible for all charges incurred before cancellation
Access to the platform will be disabled after cancellation
Data export should be completed before cancellation

12.2 Termination by Mirah

We may terminate your account immediately without notice if:

You breach any provision of these Terms
You engage in fraudulent or illegal activity
Payment for your subscription fails repeatedly
Your use poses a security risk or violates our policies
Required by law or regulatory order

12.3 Effect of Termination

Upon termination:

Your access to the Service will be immediately disabled
All outstanding fees become immediately due
We may delete your data after 90 days (subject to legal retention requirements)
Provisions regarding liability, indemnification, and intellectual property survive termination

13. Changes to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated through:

Email notification to your registered email address
Prominent notice on the dashboard upon login
Updated "Last Updated" date at the top of this document

Continued use of the Service after changes constitutes acceptance of the updated Terms. If you do not agree to changes, you must discontinue use and cancel your account.

14. Contact Information

For questions regarding these Terms and Conditions, please contact us:

Email: legal@mirah.com

Support: support@mirah.com

Business Address: Lahore, Pakistan

15. Entire Agreement

These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and Mirah regarding the Service and supersede all prior agreements and understandings.