Terms and Conditions

1. Who we are

Servaro Repair (the "service") is run by Maistor Zhichko Ltd., a company registered in Bulgaria under company ID (ЕИК) 208309634, with its registered address at Leshten, Bulgaria ("we", "us").

You can reach us at [hello@maistor-zhichko.com].

2. Accepting these terms

By creating an account or using the service, you accept these terms on behalf of the business you represent ("you", "the shop"). If you don't agree, please don't use the service.

The service is meant for businesses only: repair shops, technicians and other professionals. It is not offered to consumers. You must be at least 18 years old and allowed to act for your business.

Our Privacy Policy explains how we handle personal data. Section 9 below covers the data you keep about your own customers.

3. Your account and your team

• Give correct details when you register and keep them up to date.
• Keep your passwords secret. You are responsible for everything done through your shop's accounts.
• The person who sets up the shop is its administrator. Administrators decide who joins the team and which role each person has, and are responsible for the people they invite.
• Tell us straight away if you think someone else has got into your account.

4. The service

Servaro Repair helps you run a repair shop: repair tickets, device intake and signatures, offers, payments, the counter (POS), inventory, purchase orders, warranties, appointments and online booking, customer emails, status pages and reports.

We keep improving the service, so we may add, change or remove features. If a change takes away something important that you rely on, we will tell you in advance whenever we reasonably can.

We aim to keep the service available at all times, but we can't promise it will never be interrupted, for example during maintenance, updates or problems at our providers.

What the service is not. It is not a fiscal device or cash register and does not issue fiscal receipts. The invoices, receipts and other documents it creates are not tax invoices unless you make sure they meet the legal requirements. You remain responsible for your own fiscal, tax, accounting, consumer protection and warranty obligations.

5. Plans, prices and payment

• There is a Free plan and paid plans. The plans, their prices, their limits (such as the number of users and new tickets a month) and what each one includes are shown in the app under Settings → Billing and on our website. Prices are shown without VAT. A shop has one subscription at a time.
• New shops may get a free trial. If you choose a paid plan during the trial, the trial days you have left are kept and the first payment is taken when the trial would have ended. If the trial ends without a paid plan, your shop moves to the Free plan, which costs nothing. On the Free plan you keep access to the data already in your shop; features that the Free plan doesn't include can't be used for anything new.
• Paid plans are sold through Stripe, which acts as the reseller (merchant of record): Stripe charges you, adds any tax that applies, issues the invoice and handles renewals. Your purchase is also covered by Stripe's terms. Your card details go to Stripe and never reach us.
• Subscriptions renew automatically every month or every year until you cancel them. You can cancel at any time. A cancelled subscription stays active until the end of the billing period you have already paid for: until then your shop keeps working with everything its plan includes, and you can withdraw the cancellation. After that the shop moves to the Free plan. Payments already made are not refunded, except where the law or Stripe's terms require it.
• You can change your plan or billing period at any time. Moving to a bigger plan, or to another billing period, is charged at once for the rest of the current period, minus the unused part of what you have paid, and takes effect once that payment goes through. Moving to a smaller plan takes effect at once, and the new price applies from your next payment. If the smaller plan includes fewer users than your shop has, an administrator first chooses who stays.
• If a payment fails, you have 14 days to sort it out. After that your shop moves to the Free plan until the payment goes through.
• We may change our prices. We will tell you at least 30 days before a new price applies to you, and it applies from your next billing period. If you don't agree, you can cancel before then.
• If we have given your shop free access, it stays free until we tell you otherwise, at least 30 days in advance. Nothing is ever charged unless you choose a plan.

6. Read-only shops

A shop is read-only while it has more active users than its plan includes, for example after moving to the Free plan. Read-only means that everyone in your team can still sign in, see, print and download everything, but nobody can create or change anything. Your customers' status, signing and appointment pages stay available, but new online bookings stop.

Choosing who stays, or choosing a plan that includes everyone, makes the shop fully working again.

We keep a read-only shop's data for 12 months. After that we may delete it, and we email the shop's administrators 30 days and 7 days before we do.

7. Using the service fairly

You must not:

• use the service for anything unlawful, or to keep data you have no right to keep;
• use the customer emails to send spam or messages the recipients have not agreed to receive;
• try to get into other shops' data, test our security without our written permission, or overload, disrupt, copy or reverse engineer the service;
• upload malware, or content that is illegal or infringes anyone's rights;
• resell the service or give people outside your business access to it without our consent;
• use automated tools to scrape or copy the service.

We may suspend an account that breaks these rules or puts the service or other users at risk. Where we can, we will warn you first and give you a chance to fix the problem.

8. Your data

Everything you enter in the service (tickets, customers, inventory, photos, documents and so on) belongs to you. We use it only to provide the service to you, as described in these terms and in the Privacy Policy. We don't sell it and we don't use it for advertising.

You can download your shop's data at any time under Settings → Billing, also while the shop is read-only, or ask us to send it to you.

You are responsible for what you upload, including the terms you show your customers and the texts of the emails sent in your shop's name.

We take reasonable care to protect your data and keep it from being lost, but we recommend downloading a copy of important data from time to time.

9. Data we process for you (data processing agreement)

When your shop keeps data about its customers in the service, you are the controller of that data and we are your processor under the General Data Protection Regulation (GDPR, Article 28). This section is our data processing agreement with you.

• Subject and duration: providing the service to you, for as long as your account exists and for the period in section 6.
• Whose data: your customers, people who book appointments with you, your team members and your suppliers' contacts.
• What data: names and contact details, devices and serial numbers, unlock codes, descriptions of faults, intake checklists, photos and documents, signatures, appointments, offers, payments and sales, warranties and notes.
• What we do with it: store, organise and show it to your team, send the emails you turn on, create documents such as receipts and offers, and delete it.

We:

• process the data only to provide the service and on your instructions, which are these terms and what your team does in the app, unless the law requires otherwise. If we think an instruction breaks the law, we will tell you;
• make sure everyone who works with the data is bound to keep it confidential;
• protect it with appropriate technical and organisational measures, such as encrypted connections, access limited to your team by role, private storage for ticket files, and encrypted unlock codes that are erased when the device is picked up;
• use only the providers listed in the Privacy Policy as sub-processors, bound by data protection terms at least as strict as these. We announce a new sub-processor at least 30 days in advance, by email or in the app. If you object for a good reason and we can't resolve it, you may end the agreement;
• help you answer your customers' requests (access, correction, deletion and so on), most of which you can handle yourself in the app, and help with security, breach notifications and data protection impact assessments as far as they concern the service;
• tell you without undue delay, and no later than 48 hours after we become aware of it, about a personal data breach affecting your data;
• when the agreement ends, delete the data after the period in section 6, or earlier if you ask, unless the law requires us to keep it. You can download it before that;
• give you the information you need to show that these obligations are met, and allow reasonable audits, announced in good time and at your cost, at most once a year unless there has been a breach.

Some sub-processors are outside the EU or are part of groups based outside the EU. Such transfers are based on a decision of the European Commission that the country protects data adequately, or on the Commission's standard contractual clauses.

Your part: you need a legal basis for the data you keep, you must tell your customers how you use it (for example in your own privacy notice or terms), and you should keep only what you need. Turn on customer emails and review requests only where you are allowed to send them. Don't enter health data or other special categories of data unless it is truly needed for the repair.

10. Customer pages and emails

Each ticket, offer, signing request and appointment has its own private link. Anyone who has the link can open the page, so share it only with the customer concerned. The page shows only what your shop has chosen to share.

Emails to your customers are sent from our address, under your shop's name, and replies go to your shop's email address.

If you embed the booking page in your own website, your website is responsible for its own cookie notice.

11. Supplier integrations

If you connect an account with a parts supplier, the service sends that supplier what is needed to search for parts and place your orders, such as items, quantities and your account's addresses.

Your purchases from the supplier are between you and the supplier, under its terms. We are not responsible for its prices, stock, deliveries or service.

12. Intellectual property

The service, its software, design and brand belong to us or to those who license them to us. We give you a non-exclusive, non-transferable right to use the service for your business while your account is active.

You keep all rights to your data and give us only the permissions we need to store and process it in order to provide the service.

If you send us ideas or feedback, we may use them freely and without obligation to you.

13. Liability

We provide the service with reasonable care and skill, but we can't guarantee that it will be free of errors or meet every need of your business.

Neither of us is liable for loss of profit, revenue, business or goodwill, or for indirect damage.

Our total liability in any 12-month period is limited to what you paid us for the service in that period, or €100 if you used it free of charge.

These limits don't apply to damage caused intentionally or through gross negligence, or where the law doesn't allow liability to be limited.

We are not responsible for delays or failures caused by events outside our reasonable control, such as outages at internet or hosting providers, power cuts or natural disasters.

You will compensate us for claims made against us by others, including your customers, that arise from your unlawful use of the service or from data you had no right to process.

14. Ending the agreement

You can stop using the service at any time. To close your shop's account and have its data deleted, write to us from an administrator's email address.

We may end the agreement with 30 days' notice, or straight away if you seriously or repeatedly break these terms. If we end it without any fault on your side, we refund what you prepaid for the unused period.

Sections 8, 9 (as far as deleting the data is concerned), 12, 13 and 16 continue to apply after the agreement ends.

15. Changes to these terms

We may update these terms. For important changes we notify the administrators by email or in the app at least 30 days before they apply. If you keep using the service after that, the new terms apply. If you don't agree, you can close your account before then.

The date at the top shows when the terms were last changed.

16. Law and disputes

These terms are governed by Bulgarian law. We will first try to settle any disagreement with you directly. If we can't, it will be decided by the competent court in Bulgaria.

If any part of these terms turns out to be invalid, the rest still applies.

These terms are available in Bulgarian and English. If the two versions differ, the Bulgarian version prevails.

17. Contact

Questions about these terms: [hello@maistor-zhichko.com], or by post to Maistor Zhichko Ltd., Leshten, Bulgaria.