1. The agreement
These Terms form a binding agreement between KarunaAI (“we”, “us”) and the veterinary business that signs up for the service (“you”, “the Clinic”). By creating an account, paying an invoice, or going live with KarunaAI, you accept these Terms.
2. The service
KarunaAI provides a voice AI receptionist that answers your phone, triages enquiries, books appointments, and writes back to your practice management system or calendar. Specific features depend on the plan you subscribe to and the integrations you enable.
3. Your responsibilities
- Provide accurate clinic information (services, hours, vets, pricing, emergency protocol).
- Forward your phone line and grant the integrations needed to provision the service.
- Comply with applicable veterinary regulations, including those of the Australian Veterinary Association (AVA), state veterinary boards, and equivalent bodies in your jurisdiction.
- Inform your callers, where required, that calls may be answered by AI and recorded for quality and clinical-record purposes. We supply a default disclosure script that satisfies most jurisdictions.
- Maintain a path of escalation to a qualified human for emergencies and clinical decisions.
4. Fees, billing, and refunds
- Setup fee. One-time, non-refundable, charged at go-live. Waived on annual plans.
- Subscription fee. Monthly or annual, charged in advance. Annual plans receive two months free and waived setup.
- 14-day money-back guarantee. If you cancel within 14 days of go-live on a monthly plan, we refund the most recent month’s subscription fee. The setup fee remains non-refundable.
- Taxes. Fees are exclusive of GST and other taxes, which we add where required.
- Late payment. Invoices unpaid 14 days past due may result in service suspension after written notice.
5. Term and termination
- Monthly plans. Renew automatically each month. Cancel any time from your account or by emailing us — cancellation takes effect at the end of the current billing period.
- Annual plans. Run for 12 months and renew unless you give 30 days’ notice before renewal.
- Termination for cause. Either party may terminate immediately for material breach not cured within 14 days of notice.
- Data export on offboard. You can export your appointments, transcripts, and call recordings at any time, and for 30 days after termination. After 30 days we delete remaining data unless required by law to retain it.
6. Acceptable use
You agree not to use KarunaAI to:
- Practise veterinary medicine via the AI agent.
- Diagnose, prescribe, or substitute the AI for a registered vet’s clinical judgement.
- Send unsolicited marketing calls or messages (KarunaAI is for inbound and consented outbound use only).
- Reverse engineer, scrape, or resell the service without our written permission.
- Violate applicable law or third-party rights.
7. Data and privacy
Our handling of personal information is governed by our Privacy Policy and a Data Processing Addendum (available on Practice and Group plans). You retain ownership of your data; we receive a limited licence to host and process it solely to deliver the service.
8. Service levels and availability
We target 99.9% monthly uptime for the call answering service, excluding scheduled maintenance and force majeure. Practice and Group plans include service-credit remedies set out in the relevant Order Form or DPA. Starter plans receive best-effort support without service credits.
9. Clinical disclaimer
KarunaAI is a communications tool, not a medical device. The AI does not provide veterinary advice. Triage logic escalates urgent or red-flag situations to human staff per the protocol you configure. You are responsible for clinical decisions and the protocol that determines what counts as an emergency.
10. Warranties and disclaimers
We warrant that we will provide the service with reasonable skill and care. To the maximum extent permitted by law, all other warranties are disclaimed. Nothing in these Terms limits rights you have under the Australian Consumer Law that cannot lawfully be excluded.
11. Limitation of liability
Subject to non-excludable consumer law rights, our aggregate liability in any 12-month period is capped at the fees you paid us in that period. Neither party is liable for indirect, incidental, or consequential losses, or for loss of profit, revenue, or data, howsoever arising.
12. Indemnity
You will indemnify us against third-party claims arising from: (a) your breach of these Terms; (b) clinical decisions made by your team in response to information surfaced by KarunaAI; or (c) content you cause KarunaAI to deliver to your callers.
13. Confidentiality
Each party will protect the other’s confidential information with the same care it uses for its own, and will not disclose it except to staff, advisors, and sub-processors who need to know and are under equivalent confidentiality obligations.
14. Changes to the service or terms
We may update the service to improve it. We may change these Terms with at least 30 days’ notice; if a change materially reduces your rights, you may terminate and receive a pro-rata refund of any prepaid, unused fees.
15. Governing law
These Terms are governed by the laws of New South Wales, Australia. Each party submits to the exclusive jurisdiction of the courts of New South Wales.
16. Contact
KarunaAI — Customer agreements
info@karunaai.com