General Terms and Conditions (GTC) of MIDO Solutions LLC

  1. Scope

These General Terms and Conditions (GTC) govern the business relationship between MIDO Solutions LLC (hereinafter "MIDO Solutions") and its customers. They apply to all services provided by MIDO Solutions. Deviating agreements require written confirmation.

  1. Services

MIDO Solutions offers call center services, including but not limited to:

• Inbound and outbound telephony • Customer service and support • Sales and telemarketing • Data processing and documentation

The exact scope of services is individually agreed upon with the customer.

  1. Service Level Agreement (SLA)

MIDO Solutions is committed to high service standards, including:

• Response time: Inquiries are processed within 24 hours. • Availability: Call center services are available during the contractually agreed times (e.g., 24/7 or specific business hours). • Waiting times: Callers are ensured to be served within a reasonable time. • Quality control: Regular evaluations of service quality and customer satisfaction.

  1. Contract Conclusion

A contract is concluded through a written agreement between MIDO Solutions and the customer. Changes or additions require written form.

  1. Prices and Payment Terms

• The prices for the services are individually agreed upon. • Invoices must be paid within the agreed period. • In case of late payment, MIDO Solutions reserves the right to charge default interest or suspend services.

  1. Data Protection & GDPR Compliance

• MIDO Solutions processes personal data exclusively in accordance with applicable data protection laws. • If the customer is from the EU, the data protection guidelines are adapted to the GDPR (General Data Protection Regulation). • Personal data is treated confidentially and not shared without consent.

  1. Prohibited Content & Ethics Code

MIDO Solutions is committed to ethical and legally compliant operations. The following practices are prohibited:

• Spam calls or unsolicited advertising calls without consent • Deception of customers or false promises • Distribution of illegal, discriminatory, or sensitive content • Telephone fraud or unfair business practices

  1. Contract Terms & Automatic Renewal

• Contracts have an individually agreed term. • Unless otherwise agreed, the contract is automatically extended for the same term unless terminated in writing at least 30 days before expiration.

  1. Bonus & Discount Structure for Customers

MIDO Solutions rewards long-term partnerships with:

• Discounts on long-term contracts • Special conditions for large customers with high call volumes • Individual offers depending on the specific requirements of the customer

  1. Liability

• MIDO Solutions is only liable for damages caused by gross negligence or intent. • No liability is assumed for technical disruptions or force majeure (see point 12).

  1. Force Majeure Clause

MIDO Solutions is not liable for delays or failures caused by unforeseen circumstances beyond our control, including:

• Power outages, internet failures, or server issues • Natural disasters, pandemics, or government orders • Criminal attacks on IT infrastructure (e.g., cyber-attacks)

  1. Exclusive Partnerships & White-Label Service

• MIDO Solutions can act as a white-label call center for other companies without the MIDO Solutions branding being visible. • Exclusive partnerships with certain customers can be contractually agreed upon separately.

  1. Termination

• Contracts can be terminated in accordance with the agreed termination periods. • Extraordinary termination is possible if a contracting party violates essential obligations.

  1. Final Provisions

• If any provision of these GTC is invalid, the remaining terms remain unaffected. • The law of the Republic of Kosovo applies. We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.