User Agreement

This User Agreement (hereinafter — the “Agreement”) governs the relationship between MESTRA LLC (hereinafter — the “Rights Holder”, the “Operator”) and any person using the Mestra SaaS service available at mestra.chat (hereinafter — the “Service”).

By starting to use the Service, registering on the Website, or paying for access to the Service, the User confirms that they have read the terms of this Agreement and the Personal Data Processing Policy and accept them in full. If the User disagrees with the terms of the Agreement, the User must stop using the Service.

1. Terms and definitions

1.1. Service — the Mestra SaaS platform providing unified Inbox functionality for customer correspondence, CRM, task management, invoicing, and a calendar.

1.2. User — an individual, an individual entrepreneur, or a legal entity registered in the Service and using its functionality.

1.3. Personal Account (Workspace) — a section of the Service created by the User upon registration, within which the User and team members invited by the User use the functionality of the Service.

1.4. User Content — any data entered by the User into the Service, including customer cards, correspondence, files, documents, notes, and automation settings.

1.5. Pricing Plan — the set of terms of use of the Service (scope of functionality, limits, price) selected by the User and published on the Website.

1.6. Parties — the Rights Holder and the User jointly.

2. Subject of the Agreement

2.1. The Rights Holder grants the User a simple (non-exclusive) license to use the Service within its functional capabilities on an “as is” basis, and the User undertakes to use the Service in accordance with this Agreement and to pay for access in a timely manner in accordance with the selected Pricing Plan.

2.2. The Rights Holder is the rights holder of the Mestra software.

2.3. The Agreement is a public offer in accordance with Article 437 of the Civil Code of the Russian Federation. Registration in the Service and (or) payment for access to it constitutes full and unconditional acceptance of this offer.

3. Registration and use of the Service

3.1. To use the Service, the User registers, providing accurate information about themselves (name, phone number, email address, company name).

3.2. The User independently bears responsibility for keeping the credentials for access to the Personal Account (login, password) secure and for all actions performed using their account.

3.3. The User must immediately notify the Rights Holder of any unauthorized access to the Personal Account or of any suspicion of such access.

3.4. The User may invite employees to their Workspace and determine the scope of their access to the functionality of the Service and to data. The User is responsible for the actions of employees invited by the User within the Service.

3.5. The User may connect third-party services (messengers, marketplaces, calendars, payment systems) to the Service in accordance with section 6 of this Agreement and the Personal Data Processing Policy.

4. Rights and obligations of the parties

4.1. The Rights Holder may

• make changes to the functionality of the Service, including adding and discontinuing support for individual features, with notice to the User of material changes;
• suspend or restrict the User’s access to the Service in the event of a breach of this Agreement, as well as in the event of non-payment of the selected Pricing Plan;
• carry out technical work that temporarily restricts access to the Service, notifying the User in advance where reasonably possible.

4.2. The Rights Holder must

• provide the User with access to the Service to the extent of the selected Pricing Plan;
• provide technical support to the User on matters of using the Service;
• process the personal data of the User and the User’s Clients in accordance with the Personal Data Processing Policy.

4.3. The User must

• use the Service in accordance with its intended purpose and the requirements of the laws of the Russian Federation;
• not use the Service to send spam, distribute unlawful content, or take actions that infringe the rights of third parties;
• independently ensure that there are lawful grounds for entering into the Service the personal data of their clients, employees, and counterparties (see clause 8.3 of the Personal Data Processing Policy);
• pay for access to the Service in a timely manner in accordance with the selected Pricing Plan;
• not attempt unauthorized access to the source code, infrastructure, or data of other Users of the Service.

5. Pricing and payment procedure

5.1. The cost of using the Service is determined by the Pricing Plans in force, published on the Website at mestra.chat/pricing. A change in the price of Pricing Plans does not affect already paid periods — the new price applies only upon renewal of the subscription or transition to a new billing period.

5.2. Payment is made on a prepaid basis for the selected billing period through the Rights Holder’s payment partner (YooKassa). The Rights Holder does not store the User’s full bank card details.

5.3. Trial period. The Rights Holder provides new Users with a free trial period of 15 (fifteen) days with full access to the functionality of the Service. In addition, upon the User’s request, the Rights Holder may hold a free introductory online meeting of up to 30 minutes to demonstrate the capabilities of the Service.

5.4. Refunds upon early cancellation of a subscription

If the User cancels a subscription before the end of the paid billing period, the Rights Holder shall refund a portion of the amounts paid proportional to the unused period, provided the User applies within the following time limits from the start date of the billing period:

• for monthly (1 month) Pricing Plans — within 15 (fifteen) days;
• for Pricing Plans with a duration of 1 to 6 months — within 30 (thirty) days;
• for semi-annual and annual Pricing Plans — within 60 (sixty) days.

After the expiry of the specified periods, amounts paid are not refunded.

5.5. If a Pricing Plan is not paid after the end of the paid period, the Rights Holder suspends the User’s access to the Service until payment is received. The User’s data is retained for 30 (thirty) days from the moment access is suspended, after which it is subject to deletion in the manner provided for by the Personal Data Processing Policy.

6. Integrations with third-party services

6.1. The Service allows connection of third-party services (messengers, marketplaces, calendars) to extend functionality. Connection is made at the User’s own choice through the official authorization procedure of the relevant service.

6.2. The Rights Holder is not responsible for the operation, availability, or terms of use of third-party services, or for the content of messages transmitted through them. The rules of the relevant third-party services (messengers, marketplaces) apply to the User independently and in addition to this Agreement.

6.3. The User may disconnect any integration at any time in the Service settings.

7. Intellectual property

7.1. Exclusive rights to the software of the Service, its design, trademarks, and other results of intellectual activity belong to the Rights Holder. This Agreement does not transfer to the User any rights to the intellectual property of the Rights Holder other than the right to use the Service for its intended functional purpose.

7.2. Rights to User Content placed by the User in the Service belong to the User. The Rights Holder processes such Content solely for the purpose of providing the functionality of the Service and does not acquire any rights to it.

7.3. Upon cessation of use of the Service, the User may request an export of their Content within the period specified in section 9 of this Agreement.

8. Limitation of liability

8.1. The Service is provided on an “as is” basis. The Rights Holder does not guarantee uninterrupted operation of the Service, a complete absence of errors, or constant availability.

8.2. The Rights Holder is not liable for: losses of the User arising from use of the Service other than for its intended purpose; actions and the content of messages transmitted through third-party messengers and services; damage arising from the actions of third parties who obtained unauthorized access to the User’s account through the User’s fault; the operation and availability of the User’s internet connection and equipment.

8.3. The aggregate liability of the Rights Holder to the User on any grounds related to use of the Service is limited to the amount paid by the User for use of the Service for the last 3 (three) months preceding the event that gave rise to the claim.

9. Term and termination

9.1. The Agreement enters into force upon the User’s registration in the Service and remains in effect indefinitely until terminated in the manner provided for in this section.

9.2. The User may stop using the Service and delete their account at any time via the Personal Account settings or by contacting the Rights Holder’s support.

9.3. The Rights Holder may terminate the Agreement and discontinue the User’s access to the Service in the event of a material breach by the User of this Agreement, notifying the User thereof.

9.4. Upon deletion of the account, the User’s data is deleted or depersonalized in the manner and within the time limits provided for by the Personal Data Processing Policy, except for data whose storage is required by the laws of the Russian Federation.

10. Changes to the Agreement

The Rights Holder may unilaterally amend this Agreement. In the event of material changes, the Rights Holder shall notify Users by email or via a notice in the Service interface at least 10 (ten) days before the changes take effect. Continued use of the Service after the changes take effect constitutes the User’s consent to the new version of the Agreement.

11. Dispute resolution

11.1. The Parties undertake to resolve any disputes and disagreements through negotiations. If agreement is not reached, the dispute shall be considered in a pre-trial claim procedure: the party whose rights have been infringed sends the other party a written claim, to which the receiving party must respond within 10 (ten) business days.

11.2. If agreement is not reached in the pre-trial claim procedure, the dispute shall be considered by a court at the location of the Rights Holder in accordance with the laws of the Russian Federation.

12. Final provisions

12.1. This Agreement, as well as the relationship between the Rights Holder and the User, is governed by the laws of the Russian Federation.

12.2. If any provision of this Agreement is held to be invalid, that does not entail the invalidity of the remaining provisions.

12.3. The current version of the Agreement is published at: mestra.chat/terms.

13. Details of the Rights Holder

MESTRA LLC (in Russian — ООО «МЕСТРА»), OGRN 1267700073222, INN 9713034182, address: 127238, Moscow, Lokomotivny Proezd 21, building 5, premises 45/5.

Email for inquiries: info@mestra.chat.