Please read these Terms and Conditions carefully before using Mash. By subscribing to or using Mash, you agree to be bound by these terms. If you do not agree, please do not use our service.
Mash is an AI-powered telephone receptionist service operated by KarnaConnect (ABN 84 924 272 443), a business based in South Lake, Western Australia 6164, Australia.
Mash provides Australian businesses with an automated AI agent that answers inbound telephone calls, captures caller information, provides responses based on your configured settings, and delivers call summaries and transcripts via a web-based dashboard.
For enquiries, contact us at info@karnaconnect.com.au.
To use Mash you must:
You are responsible for maintaining the confidentiality of your login credentials. Notify us immediately at info@karnaconnect.com.au if you suspect unauthorised access to your account.
⚠ Important: Under Australian law, all parties to a telephone conversation must be informed if the call is being recorded.
Mash records all inbound calls handled by your AI agent. By using Mash, you acknowledge and agree that:
Call recordings, transcripts and summaries are stored securely and are accessible only to you via your dashboard. KarnaConnect staff may access call data for the purpose of technical support, service improvement, or as required by law.
Mash is offered on the following subscription plans:
All prices are in Australian Dollars (AUD) and are inclusive of GST where applicable.
Billing cycle: Subscriptions are billed monthly on your billing anniversary date. Your first billing date is set at the time of subscription.
Overage charges: If you exceed your included minutes, overage charges apply at the rate specified in your plan. Overage charges will be billed at the end of your billing cycle.
Payment: Payment is processed securely via Stripe. By subscribing, you authorise KarnaConnect to charge your nominated payment method on a recurring monthly basis.
Failed payments: If a payment fails, your service may be suspended until payment is received. KarnaConnect will attempt to retry failed payments. After three failed attempts your subscription may be cancelled.
KarnaConnect may offer a 7-day free trial at its discretion. The following conditions apply:
You may cancel your Mash subscription at any time. The following applies:
Under the Australian Consumer Law, you are entitled to a refund if Mash has a major failure. A major failure includes:
For minor issues, KarnaConnect will first attempt to rectify the problem. Refund requests should be directed to info@karnaconnect.com.au with a description of the issue.
Change of mind cancellations are not eligible for refunds outside the free trial period.
You agree not to use Mash to:
KarnaConnect reserves the right to suspend or terminate your account immediately if you breach these acceptable use terms.
KarnaConnect collects and processes the following data in connection with the Mash service:
KarnaConnect handles all personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We do not sell your data or your callers' data to third parties.
Call data is stored on servers located in Australia. Data is retained for the duration of your subscription plus 12 months, after which it is securely deleted unless you request earlier deletion.
For our full Privacy Policy, please contact info@karnaconnect.com.au.
All intellectual property in the Mash platform, including software, design, branding, and AI models, belongs to KarnaConnect or its licensors.
You retain ownership of your business data, call recordings, and content provided during onboarding. By using Mash, you grant KarnaConnect a limited licence to use your data solely for the purpose of providing the service.
KarnaConnect endeavours to maintain Mash service availability at all times. However, we do not guarantee uninterrupted service. Planned maintenance will be communicated in advance where possible.
Mash relies on third-party services including VAPI, Twilio, and ElevenLabs. KarnaConnect is not liable for outages or disruptions caused by these third-party providers.
In the event of a service outage, callers to your Mash number may not receive a response. KarnaConnect recommends maintaining an alternative contact method for business-critical communications.
To the maximum extent permitted by Australian law, KarnaConnect's liability to you is limited to the amount you paid for the service in the 3 months preceding the claim.
KarnaConnect is not liable for:
Nothing in these terms excludes rights under the Australian Consumer Law that cannot be excluded.
Mash uses artificial intelligence to handle telephone calls. You acknowledge that:
KarnaConnect reserves the right to modify these Terms and Conditions at any time. We will notify you of material changes via email at least 14 days before they take effect.
Continued use of Mash after changes take effect constitutes acceptance of the new terms. If you do not agree to the changes, you may cancel your subscription before the new terms take effect.
KarnaConnect may also modify, update, or discontinue features of the Mash service at any time with reasonable notice.
These Terms and Conditions are governed by the laws of Western Australia, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Western Australia.
If you have a complaint or dispute, please contact us first at info@karnaconnect.com.au. We will endeavour to resolve disputes within 14 business days.
If we cannot resolve the dispute directly, either party may refer the matter to mediation before initiating legal proceedings.
For any questions regarding these Terms and Conditions: