Terms of service
Last updated 28 August 2026
These terms cover your subscription to MechConnect. They are written to be read, not to be survived.
1. What the service is
MechConnect answers phone calls on behalf of your business. When someone rings a number you have forwarded to us, an automated receptionist answers, asks about the job, and where you have connected a calendar, books the work into it.
It is a receptionist, not a tradesperson. It takes bookings; it does not do the work, quote formally on your behalf, or enter contracts for you.
2. Getting started
Setup is done with you, not by a form. Before your line goes live we confirm your number, connect your calendar, and place a test call. You are not live until that has happened, and we will tell you when it has.
You need to give us accurate details about your business — your hours, your service area, what you do and what you don't. The receptionist can only be as right as what you tell it.
3. What it costs, and when you pay
The subscription is a flat monthly fee at the price shown on our pricing page when you sign up. There are no per-call charges and no call caps.
Payment is monthly in advance and renews automatically until you cancel. Payments are processed by Stripe; we do not hold your card details.
We are the seller of record. GST is included in the price where it applies, and your invoice will show it.
If we change the price, we will tell you at least 30 days before it affects you, and you can cancel before it does.
4. Cancelling, and what happens to your information
You can cancel at any time. There is no lock-in contract and no exit fee. Your service continues to the end of the month you have already paid for, and is not renewed after that.
We do not refund part-months. One exception, and it is the one that matters: if you have paid and your line never went live, tell us and we refund you in full. Going live depends on us, so waiting on us should not cost you anything.
To cancel, email us. We will confirm in writing and tell you the date your service ends.
Your bookings and call notes are yours to take with you. Ask us any time up to 30 days after your last day and we will send you the lot as a spreadsheet, free, within five business days. After those 30 days we delete your account data. Transcripts follow the 12-month timer in the privacy policy whether you have left or not.
5. What we ask of you
- Use the service for your own business, and don't resell it as your own.
- Don't use it for anything unlawful, or to contact people who have asked not to be contacted or who are on the Do Not Call Register.
- Keep your sign-in details to yourself. Anything done through your account is treated as done by you.
- Tell us promptly if your business details change — especially your hours and service area.
- Don't try to break it, take it apart, or use it to build something that competes with it.
- Don't set the receptionist up to collect card numbers, Medicare numbers, tax file numbers or health information. It is not built to hold any of that. As a backstop, we look for card numbers in what a caller says and remove them before the transcript is saved — that is not a substitute for the line above, and it does not cover the others in this list.
6. Text messages
Where a text message is part of following up a booking — a confirmation, a time, an address — we send it to the number the customer called from, in your business's name, because we are answering your phone on your instructions. Every message identifies your business.
We do not send marketing on your behalf and the service is not built to. If you want to send marketing messages to your customers, that is a different job with its own rules about consent and unsubscribing, and those obligations would be yours, not ours.
7. Uptime, and what happens if we miss it
We commit to the answering service being available 99.5% of the time in any calendar month. That is about three and a half hours a month, and we expect to be well inside it.
If we miss it, you get a credit against your next invoice, without having to argue about it:
| Availability in the month | Credit |
|---|---|
| 99.5% or above | None — we met it |
| 99.0% up to 99.5% | 10% of that month's fee |
| 95.0% up to 99.0% | 25% of that month's fee |
| Below 95.0% | 100% of that month's fee |
We measure it ourselves, from our own monitoring, and we will show you the figures. Ask within 30 days of the end of the month and the credit comes off your next invoice.
Four things don't count against it: your own call forwarding not pointing at us; faults in the public phone network or in the carrier that delivers calls to us; maintenance we told you about at least 48 hours beforehand; and anything broken by a change you asked us to make.
This credit is what we owe you under these terms for missed uptime. It does not replace anything you are entitled to under the Australian Consumer Law — see section 9.
8. What we can't promise
We do not promise a particular number of bookings, a particular amount of revenue, or that the receptionist will handle every conversation perfectly. It is software talking to members of the public, and it will occasionally mishear or misunderstand. Your calls and bookings are visible to you so you can check them.
Neither of us is in breach of these terms for something genuinely outside our control — a natural disaster, a national network failure, an act of government. If that goes on for more than 30 days, either of us can end the agreement and we refund whatever you have paid for time you did not get.
9. If something goes wrong
Our liability to you for any month is limited to the subscription fee you paid for that month.
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where our liability can be limited under that law, it is limited to resupplying the service or paying the cost of having it resupplied.
The other direction: if we are sued, fined or put to cost because of something you did — giving us wrong information about your business, using the service in a way section 5 forbids, or breaking the law with it — you cover us for what that costs. That is reduced to the extent we caused or contributed to the problem ourselves.
10. Your information, and your customers'
The information your customers give us is yours. You decide what it is collected for; we only handle it to run the service for you and to do what you have asked. In the language of privacy law, you are the one responsible for that information and we act on your instructions.
If one of your customers asks us to show them, correct or delete what we hold, we will do it and tell you — and we will pass the request on, because you hold your own copy of the same booking.
Nothing you or your customers say is used to train an AI model. The provider that runs the language model is contractually barred from training on what passes through it. We do keep a small sample of transcripts past the usual 12 months to measure whether the receptionist heard an address or a fault correctly — that is us marking our own work against a known answer, not model training. You can ask us to leave your business out of that sample and we will.
How we handle call information, transcripts and calendar access is set out in our privacy policy, which forms part of these terms. In short: we do not record audio, transcripts are deleted at 12 months apart from the sample above, and your data is held in Australia apart from one processing step that may be served overseas. The privacy policy sets out both exceptions.
11. Who owns what
The software, the brand and everything we build stay ours. You are buying the use of it, not a share in it.
Your business details, your bookings and your customers' information stay yours. You give us permission to store and process them for the one purpose of running the service for you, including the accuracy sample described in section 10 — and for nothing else.
If you send us an idea for how the receptionist should work, we may use it without owing you anything. We will not tell anyone it came from you unless you want us to.
12. Keeping each other's confidences
Anything either of us learns about the other's business that isn't public stays between us, and is used only for running the service. That obligation survives the end of the agreement. It does not stop either of us disclosing something the law requires — but if that happens we will tell the other, unless we are forbidden from doing so.
13. Ending it from our side
A failed payment does not stop the receptionist answering. There is no switch that turns your phone line off for money, and the system is deliberately built so that one cannot be added. If a payment fails we will ask you to fix it, and if it stays unfixed we can end your subscription — but for as long as you are with us, the phone gets answered.
We can suspend or end the service if it is being used in a way that breaks section 5. Except where the law or the seriousness of the breach makes it impossible, we will contact you first and give you a fair chance to put it right.
If we discontinue the service entirely, we will give you at least 60 days' notice and refund any period you have paid for beyond the end date.
14. If we disagree
Email us first and say what the problem is. Almost everything gets sorted out here, and we would rather spend the money fixing it than arguing about it.
If it is still unresolved after 14 days, either of us can ask for mediation through the Queensland Law Society, and we split the mediator's cost. Neither of us goes to court over it before trying that — except where someone needs an urgent order from a court to stop something happening.
These terms are governed by the laws of Queensland, Australia, and the courts there have jurisdiction.
15. Changes to these terms
If we change these terms in a way that matters to you, we will tell you at least 30 days beforehand. Continuing to use the service after that means you accept the change; cancelling before it takes effect means you don't have to.
Every version of these terms is kept, so if it ever matters we can tell you exactly which version you agreed to and when.
16. The small print
- Notices. Anything formal goes by email — to you at the address on your account, to us at the address in section 17. It counts as received the next business day.
- Handing it on. You can't transfer your subscription to someone else without asking us. We can transfer these terms if the business is sold, and we will tell you if that happens.
- If part of this doesn't hold. If a court finds one part unenforceable, the rest still stands.
- This is the whole agreement. These terms and the privacy policy are what you have agreed to. Anything said in a sales conversation that isn't written here isn't part of it.
- What outlives the agreement. Sections 9, 10, 11 and 12 keep applying after the service ends.
17. Contact
MechConnect Pty Ltd
ACN 702 185 822 · ABN 66 702 185 822
trading as MechConnect
support@mechconnect.com.au