1. Contracting company
The supplier of the Service is IDEA COM LTD, UIC 202250563, registered office at 1 Boris Sarafov Street, 2800 Sandanski, Blagoevgrad, Bulgaria.
IDEA COM LTD operates in Greece through its registered branch "ΜΙΤΡΑ ΥΠΟΚΑΤΑΣΤΗΜΑ ΑΛΛΟΔΑΠΗΣ ΜΟΝΟΠΡΟΣΩΠΗ ΕΤΑΙΡΕΙΑ ΠΕΡΙΟΡΙΣΜΕΝΗΣ ΕΥΘΥΝΗΣ", GEMI 170250909001, Greek VAT number 996589360.
"Mitra" is the commercial brand of the Service.
General contact: info@mitra.gr
Privacy: privacy@mitra.gr
2. Business use
Mitra is a business-to-business service.
A person creating or administering a business account confirms that they are at least 18 years old and have authority to act on behalf of the relevant organisation.
3. The Service
Depending on the customer's subscription and enabled configuration, Mitra may provide:
- website chat and customer communications;
- connection of the customer's WhatsApp Business Account;
- business-specific AI-assisted responses;
- customer-service workflows;
- appointments and reservations;
- service requests and tickets;
- CRM and conversation context;
- knowledge-based responses;
- authorised staff handoff;
- dashboards and analytics;
- third-party integrations;
- subscription management.
Only functions made available within the customer's active plan or configuration form part of the Service.
4. Accounts and authorised users
The customer is responsible for:
- providing accurate account information;
- maintaining accurate company and billing details;
- activity performed through its workspace;
- granting access only to authorised users;
- assigning appropriate permissions;
- protecting passwords and credentials;
- removing access when it is no longer required;
- notifying Mitra promptly of suspected unauthorised access.
Accounts may not be sold, transferred or shared outside the authorised customer organisation unless Mitra expressly agrees otherwise.
5. WhatsApp Business
A customer may connect its own eligible WhatsApp Business Account using Meta's supported onboarding process.
Mitra does not own the customer's WhatsApp Business Account or telephone number and does not guarantee Meta's approval, availability, quality rating or continued operation of any WhatsApp account, template or number.
The customer is responsible for complying with applicable Meta and WhatsApp terms and policies, including requirements relating to:
- authority to connect the relevant business assets;
- user permission and opt-in;
- message templates;
- customer-service messaging windows;
- opt-out and blocking requests;
- accurate business identification;
- lawful and expected communications.
Customers must not use Mitra to send spam, deceptive messages, purchased lists or unlawful communications.
Mitra may suspend WhatsApp functionality where reasonably necessary to prevent abuse or comply with applicable platform requirements.
6. AI functions
Mitra may use artificial intelligence to generate or assist with business-specific responses and workflows.
AI output may be inaccurate, incomplete or inappropriate.
The customer is responsible for:
- providing accurate business information and instructions;
- testing configured workflows;
- applying an appropriate level of human oversight;
- providing an appropriate escalation route;
- reviewing high-risk uses before relying on automated output.
Mitra must not be used to make solely automated final decisions producing legal or similarly significant effects in high-risk areas without appropriate safeguards and a separate assessment.
Mitra does not use customer or WhatsApp content to train its own general-purpose AI models.
7. Customer data
The customer retains its rights in information that it provides to the Service.
The customer authorises Mitra to host, transmit, process and otherwise use customer data only as reasonably necessary to provide, secure, support and operate the Service and comply with applicable law.
The customer is responsible for ensuring that it has the necessary rights, notices, permissions and lawful bases for the information it processes through Mitra.
8. Appointments, reservations, tickets and services
Mitra supplies technology.
Unless expressly agreed otherwise, Mitra is not the seller, merchant, service provider, event organiser or operator of the underlying goods or services offered by a Mitra customer.
The customer is responsible for:
- prices;
- availability;
- descriptions;
- fulfilment;
- licences;
- taxes;
- cancellations;
- rescheduling;
- no-shows;
- refunds;
- customer complaints;
- accuracy of service information.
Mitra may transmit a request or status but does not decide whether an end user is entitled to a refund from the underlying business.
9. Third-party integrations
The customer may choose to enable third-party services.
The customer authorises Mitra to exchange the information reasonably required to perform an enabled integration.
Third-party products and services remain subject to their own terms, availability and privacy practices.
10. Fees and billing
Paid subscriptions may be processed through Stripe or another payment method displayed at checkout.
Unless otherwise stated at checkout or in an order form:
- fees are charged in advance for the applicable subscription period;
- subscriptions renew automatically until cancelled;
- the customer must maintain valid billing details;
- applicable taxes may be added where required;
- cancellation takes effect at the end of the current paid period;
- amounts already paid are non-refundable except where required by law, expressly agreed in writing or resulting from an acknowledged billing error.
Mitra may suspend paid functionality following reasonable notice where undisputed amounts remain overdue.
11. Availability and support
Mitra is provided on an operational, best-effort basis.
Unless a separate signed agreement expressly provides an SLA, Mitra does not guarantee a specific uptime percentage or response time.
Availability may be affected by maintenance, internet failures, security incidents and third-party platforms including Meta, WhatsApp, OpenAI, Stripe, infrastructure providers and telecommunications services.
Support requests may be sent to info@mitra.gr.
12. Acceptable use
Customers must not use Mitra to:
- violate applicable law;
- infringe third-party rights;
- send spam or unauthorised bulk messages;
- conduct phishing, fraud or deceptive activity;
- distribute malware;
- circumvent platform restrictions;
- access another customer's information;
- attempt unauthorised security testing;
- submit passwords or full payment-card credentials through chat;
- use WhatsApp data to train general-purpose AI models;
- use the Service for prohibited or unlawful goods or services.
Mitra may investigate suspected misuse and may restrict, suspend or terminate affected functionality where reasonably necessary.
13. Intellectual property
Mitra and its licensors retain all rights in the Service, software, design, documentation and underlying technology.
The customer receives a limited, non-exclusive and non-transferable right to use the Service during its subscription for its authorised business purposes.
The customer retains its rights in its own data, brand, business knowledge and communications.
14. Confidentiality
Each party must use reasonable care to protect the other party's non-public business, technical and commercial information and use it only for purposes connected with the Service.
This does not apply to information that is lawfully public, independently developed, lawfully received from another source or required to be disclosed by law.
15. Data protection
Mitra's Privacy Policy applies to relevant personal-data processing: https://mitra.gr/privacy
Where Mitra processes customer-controlled personal data as a Processor, additional data-processing terms may apply through Mitra's Data Processing Addendum.
16. Suspension and termination
The customer may cancel a subscription according to its billing settings or applicable order form.
Mitra may suspend or terminate access where:
- undisputed fees remain overdue after notice;
- use creates a material security or legal risk;
- the customer materially violates these Terms;
- the customer materially violates relevant Meta or WhatsApp requirements;
- an essential third-party provider restricts the affected functionality.
Following termination, customer data will be handled according to applicable data-protection obligations and customer instructions.
17. Warranties and disclaimers
Mitra will provide the Service with reasonable skill and care.
Except for commitments expressly stated in these Terms or a separate signed agreement, the Service is provided on an "as available" basis.
Mitra does not guarantee that:
- every AI output will be accurate;
- every WhatsApp account, number or template will be approved;
- third-party services will remain continuously available;
- the Service will be uninterrupted or error-free;
- a customer's use case automatically satisfies sector-specific legal requirements.
18. Liability
To the maximum extent permitted by applicable law, neither party will be liable for indirect, incidental, special or consequential losses, including loss of profit, revenue, goodwill or anticipated savings.
To the maximum extent permitted by applicable law, Mitra's aggregate liability arising from the Service during any twelve-month period will not exceed the fees paid or payable by the customer for the Service during the twelve months preceding the event giving rise to the claim.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
19. Changes
Mitra may update these Terms for legal, security, provider or product reasons.
Material changes will be communicated where reasonably practicable.
The current version will remain available on this page.
20. Governing law
These Terms are governed by Greek law, subject to any mandatory provisions that apply.
Business disputes are subject to the competent courts of Piraeus, Greece, unless mandatory law or a separate written agreement requires otherwise.
21. Contact
General and contractual enquiries: info@mitra.gr
Privacy: privacy@mitra.gr
Website: https://mitra.gr