FileXpress Terms of Service

These Terms of Service supplement the Terms & Conditions and govern the subscription, availability, support and operation of FileXpress. In case of conflict, the Terms & Conditions prevail.

• Access to each module depends on the Plan subscribed to and the permissions assigned to each User. Features included in each Plan are described on the pricing page and may be updated.
• Plans include unlimited users within the Customer's company, subject to reasonable use and the restrictions in the Terms & Conditions.
• The Customer may upgrade or downgrade; the change applies from the next billing cycle. When downgrading, access to modules not included is restricted, although data is kept while the account remains active.
• The subscription renews automatically for equal periods until the Customer cancels it.

To protect performance for all customers, the Platform applies reasonable technical limits, including: daily AI Feature queries per user, API requests per minute, size and volume of imports and attachments, and storage. If a Customer's usage consistently exceeds typical usage for its Plan, Mango Studios may propose a suitable Plan or limit consumption.

Mango Studios targets 99.5% monthly availability for the main web application, measured by its own monitoring systems and published at status.filexpress.app.

• The following do not count as unavailability:
  • Scheduled maintenance notified in advance, and emergency security maintenance.
  • Failures of tax-authority systems, banks, cloud, email, telecommunications or other third-party providers.
  • Issues with the Customer's connection, devices, browsers or networks.
  • Beta Features, the mobile app, AI Features and third-party integrations.
  • Suspensions under the Terms & Conditions, or force majeure events.
• If monthly availability falls below the commitment for reasons attributable to Mango Studios, the Customer may request, within 15 days after month end, a credit of up to 10% of that month's fee, applied to the next invoice. This credit is the sole and exclusive remedy for availability shortfalls and is not redeemable for cash.

• Support is available Monday through Friday, 8:00 a.m. to 6:00 p.m. (El Salvador time, UTC−6), excluding holidays, via soporte@filexpress.app, WhatsApp and in-Platform channels, in English and Spanish.
• Target response and resolution times, counted during support hours:
  • Critical (full service outage): response within 1 hour and resolution within 4 hours.
  • Medium (partial functionality affected): response within 4 hours and resolution within 12 hours.
  • General questions and minor requests: response within 24 hours.
• These times are service targets, not guarantees of outcome. Support covers use of the Platform; it does not include accounting, tax, legal or employment advice, custom development, or support for third-party systems. Implementation, migration or training services may be quoted separately.

The Platform evolves continuously. Mango Studios may add, modify or remove features, change the interface or technology providers, provided it does not substantially reduce the core functionality of the subscribed Plan during the paid period. Relevant changes are published in the Changelog.

• Mango Studios performs regular backups of the Platform for disaster recovery purposes. These backups are not an on-demand restore service for individual records deleted or modified by the Customer.
• The Customer is responsible for periodically exporting and keeping the copies of its information it needs for legal, accounting or audit purposes, including its Tax Documents.

• Fees are paid in advance according to the billing period chosen. The Customer can review its plan, payment history and submit receipts from the Subscription module.
• Payments overdue by more than 10 days may result in limitation or suspension of the service after notice. Data is retained during suspension in accordance with the data retention section.

• The Customer may cancel at any time, with no penalty, by notifying support at least 5 days before the next cycle, or from the Platform if the option is available.
• Cancellation takes effect at the end of the period already paid; until then the Customer retains access.
• No refunds are given for paid periods, whether fully or partially used, except for billing errors attributable to Mango Studios or as required by applicable law.
• Cancellation does not release the Customer from paying outstanding balances.

• During the subscription, the Customer can export its data and reports using the available tools.
• After cancellation or termination, data will be available for export for 30 days. It may then be permanently deleted, unless there is a legal obligation to retain it.
• Mango Studios is not obliged to retain data from cancelled accounts beyond that period, nor to perform migrations to other systems, unless agreed in writing.

Mango Studios may terminate the subscription: (a) immediately, for material breach of the Terms & Conditions, fraud or unlawful use; (b) with 30 days' notice, for uncured non-payment; or (c) with 60 days' notice, if the service is discontinued, in which case it will refund the unused prepaid portion.

Mango Studios may modify these Terms of Service with at least 30 days' notice. If the Customer disagrees, it may cancel before they take effect.

These Terms of Service are governed by the laws of El Salvador and any dispute will be resolved before the competent courts of San Salvador. The Spanish version prevails.

Questions about these Terms of Service: contacto@filexpress.app. Technical support: soporte@filexpress.app.