Terms of Service
These terms govern your use of Mella, an AI phone assistant operated by SixVM. By creating an account you agree to them.
1. Who you are contracting with
Mella is provided by SixVM Pty Ltd (ABN 99 703 139 324, ACN 703 139 324).
2. The service
Mella lets you build AI agents that answer and place telephone calls. It provides the telephone line, speech recognition, speech synthesis, conversation handling, recording, transcription and post-call analysis.
Mella is a tool you configure. You are responsible for what your agent says and does. The instructions, the business information it relies on, and the tools you enable are yours. An AI agent can misunderstand a caller or produce an incorrect answer; you should not use Mella for calls where an error would cause harm, including medical, legal or emergency matters.
Mella must never be presented to a caller as a human being where doing so would mislead them.
3. Eligibility and identity verification
You must be at least 18 and using Mella for business purposes.
A telephone number carries regulatory obligations, so before one can be issued you must complete identity verification — an individual with a photographic identity document, or a business with an ABN and an ASIC extract — and we must approve it. Until then, buying, claiming, connecting and dialling are all refused.
Numbers in Australia and in many other countries also need a one-time registration with our telephone carrier, which reviews your details and documents itself under the rules of the country the number belongs to. You agree that we send the carrier what it requires for that review (see the Privacy Policy). The carrier decides whether to approve it, and we cannot guarantee that it will or how long it takes. Some numbers are available only to businesses, and we offer numbers only in the countries and types listed in Mella at the time.
We may refuse or revoke verification, and suspend numbers, if information is false or we reasonably suspect misuse.
4. Charges
Building agents and testing them in your browser is free, within the testing allowance shown in Mella. Taking real calls on a telephone number needs the Mella Starter plan.
4.1 Mella Starter
A$49 per month, plus GST. The plan includes one Australian telephone number and 100 minutes of phone calls in each billing month. It is a monthly subscription that starts on the day you subscribe and renews on the same day each month until you cancel. Included minutes that you do not use in a billing month do not carry over.
4.2 Extra minutes
Calls beyond the 100 included minutes cost A$0.50 per minute, plus GST. Each call is measured in seconds and rounded up to the next whole minute, per call — a call of 2 minutes and 5 seconds counts as 3 minutes. Extra minutes are billed in arrears, on the invoice at the end of the billing month in which they were used. Tests in your browser are not counted.
4.3 Extra numbers
Each telephone number beyond the one included in the plan costs A$25 per month, plus GST. When you add a number, we charge for it straight away, prorated to the end of your current billing month, and it then renews with your plan. Releasing a number stops its future charges; the month in progress is not refunded.
4.4 GST and invoicing
All prices are in Australian dollars and exclude GST, which is added at 10%. Every invoice shows GST separately and is a valid tax invoice. Invoices are available in Mella under Billing.
4.5 Payment
Payments are processed by Stripe. Your card is entered on Stripe's own secure page; we never see or store your card number. The plan, extra numbers and extra minutes are charged automatically to the card on file. If a payment fails we will tell you, and your number keeps answering for up to 7 days while you update your card. After that, buying numbers and placing and receiving calls are paused until the payment goes through.
4.6 Cancelling
There is no lock-in contract. You can cancel at any time under Billing. Cancelling takes effect at the end of the billing month you have paid for: your number keeps answering until then, and you are not charged again apart from any extra minutes used in that final month.
4.7 Changes to prices
We will tell you before any price change takes effect. You can cancel before then if you do not wish to continue.
4.8 Refunds
Charges already incurred are not refundable, except where a refund is required by the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.
5. How you may and may not use Mella
You must comply with all applicable Australian law, including the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth), the Telecommunications Act 1997 (Cth) and the Privacy Act 1988 (Cth).
You must not use Mella to:
- make unsolicited marketing calls to numbers on the Do Not Call Register, or without the consent that law requires;
- send messages that breach the Spam Act;
- deceive, defraud, harass or impersonate any person or organisation;
- record a call without the consent required in the relevant state or territory;
- handle payment card data, or collect sensitive information, through an agent;
- place emergency calls — Mella cannot call 000 and must never be relied on in an emergency;
- resell the service without our written agreement.
5.1 Call recording
Recording is off by default. If you enable it, ensuring callers are informed and that you hold the consent your state or territory requires is your obligation, not ours. Surveillance devices and listening devices laws differ across Australia, and if you or your callers are outside Australia, the laws of that country apply as well.
5.2 Contacts you upload
You warrant that you may lawfully provide us with any contact list you upload and that those people may lawfully be called.
6. Availability
We aim to keep Mella available but do not promise it will be uninterrupted or fault-free. We do not offer a service level agreement. If Mella is unavailable for an extended period we will credit the affected days of your plan charge on request.
The service depends on third parties including Twilio, Anthropic, ElevenLabs, Supabase and Cloudflare. An outage or change at any of them may interrupt Mella.
We may perform maintenance, and will give notice where we reasonably can.
7. Your data
You keep ownership of your agents, business information, contacts, recordings and transcripts. We handle personal information in accordance with our Privacy Policy.
You grant us the limited licence needed to host and process that material to provide the service. We do not use your call content to train our own models.
8. Australian Consumer Law
Where our liability may lawfully be limited, it is limited at our option to resupplying the service or paying the cost of having it resupplied.
9. Limitation of liability
Subject to clause 8, and to the maximum extent permitted by law:
- neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill or data;
- our total liability arising from the service in any 12-month period is limited to the amount you paid us in that period.
We are not liable for what your agent says to a caller, for a missed or failed call, or for a decision made in reliance on a transcript or summary.
10. Indemnity
You indemnify us against claims arising from your use of Mella in breach of these terms or of the law, including claims about calls you made, consent you did not obtain, or contact data you supplied.
11. Suspension and termination
You may close your account at any time. Closing it cancels your plan straight away. Charges already incurred remain payable.
We may suspend or terminate your account where you breach these terms, where payment fails, where we are required to by law or a carrier, or where we reasonably suspect fraud or misuse. Where practical we will give notice first.
On termination your numbers stop answering and may be released. Export anything you need first.
12. Changes to these terms
We may change these terms. We will give account holders at least 30 days' notice of a material change. Continuing to use Mella after it takes effect means you accept it.
13. Governing law
These terms are governed by the law of Victoria, Australia. Both parties submit to the non-exclusive jurisdiction of its courts. If you use Mella from outside Australia, you are also responsible for complying with the laws that apply where you operate.