Terms of Service

3.1 Care profiles. Mura is organised around care profiles. Each profile represents one individual or animal whose care you are coordinating (the “Care Recipient”). Mura supports four profile types:

• Elderly: an older adult receiving aged care, home care or informal family care.
• Adult: an adult — for example a spouse, partner, sibling or adult child.
• Child: a child or infant.
• Pet: a companion animal.

Different features, disclaimers and legal obligations apply to different profile types. Where a term in these Terms applies to only some profile types, it says so.

3.2 Roles. Access to a care profile is governed by your role:

• Coordinator — the person who creates a care profile. The Coordinator has full administrative control: inviting and removing Members, setting visibility, uploading and deleting records, and managing billing. Every profile has at least one Coordinator.
• Member — a person invited by a Coordinator. Members can read and contribute within the scope the Coordinator sets, but have no administrative control and cannot invite others or change roles.

Where you create a profile for yourself (“self-care”), you are both the Coordinator and the Care Recipient and hold the rights of both.

3.3 Care Recipients who are not users. A Care Recipient is not automatically a user of Mura. Where a Care Recipient is an adult with capacity, they may be invited to hold their own account, in which case they can view records held about them and mark entries private to themselves. Where a Care Recipient is a child, an adult without capacity, or a pet, they will not hold an account, and the Coordinator acts in respect of their information under section 4.

4.1 A profile for yourself. You warrant that the records you upload relate to you, and you consent to Mura storing and processing them to provide the Services.

4.2 A profile for an adult who has capacity. This covers most Adult profiles and many Elderly profiles. You warrant that the Care Recipient has capacity to make their own decisions and has given you express, voluntary and informed consent to create the profile and to upload, store and share their health and financial information on Mura. Consent is not a one-off. You must stop uploading and tell us if that consent is withdrawn.

4.5 A profile for a pet. You warrant that you own the animal, or have the owner’s permission to record its care. For clarity: an animal is not an individual for the purposes of the Privacy Act 1988 (Cth), and records about an animal are not health information. Section 18 retention obligations do not apply to pet profiles, and a pet profile can be deleted outright on request. Records on a pet profile may still contain your personal information — for example your address on a veterinary invoice — and that information is protected in the ordinary way.

4.6 Verification and indemnity. We may ask you at any time to produce evidence of your authority — a copy of an Enduring Power of Attorney, a guardianship order, or equivalent. Providing false or incomplete evidence is a material breach of these Terms. You indemnify Mura against any claim, regulatory investigation, penalty or liability arising from your creating a care profile, or uploading records to one, without the authority you have warranted under this section.

5.1 Not for emergencies. Do not use Mura to raise or respond to an emergency. Mura does not monitor your account, does not read your entries in real time, and will not alert anyone on your behalf. If someone is in danger or needs urgent medical help, call emergency services — 000 in Australia, 995 in Singapore — or attend a hospital.

5.2 Reminders and notifications are not a safety-critical system. Mura can display medication schedules, appointment times and task reminders. These are convenience features only. Notifications depend on your device, its operating system, its battery and power-saving settings, your network connection, and third-party push notification services that we do not control. Reminders may be delayed, duplicated, or may not arrive at all. You must not rely on Mura as the sole or primary means of ensuring that medication is taken, that a dose is correct, or that an appointment is attended. Mura is not a substitute for a dose administration aid, a clinical medication chart, or the supervision of a health professional. We are not liable for any harm arising from a reminder that did not arrive, arrived late, or was inaccurate.

5.3 No clinical advice. Mura does not provide medical, nursing, pharmaceutical, psychiatric, allied health or any other clinical service, advice, diagnosis or treatment. Nothing on the platform is a substitute for advice from a qualified health professional who has assessed the Care Recipient. Records you enter — medications, dosages, observations, care plans — are recorded as you enter them. We do not verify them, check them for clinical safety, or screen for interactions, contraindications or dosing errors.

5.4 No veterinary advice. For Pet profiles: Mura does not provide veterinary advice, diagnosis or treatment, and is not a registered veterinary practitioner under the veterinary practice legislation of any Australian State or Territory. Vaccination schedules, weight tracking, feeding entries and medication records are administrative records only. Consult a registered veterinarian about your animal’s health.

5.5 No financial, legal or aged care navigation advice. Mura does not provide financial product advice, tax advice, legal advice, or advice about entitlement to government programs. Our invoice tools help you organise and question what you have been charged; they do not tell you what you are entitled to, and they are not a substitute for a financial adviser, an accountant, a lawyer, or an aged care navigator.

9.1 Plans. Some features are available only on a paid subscription. Current plans and prices are shown in the app before you subscribe.

9.3 Renewal and cancellation. Subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date. Cancel a web subscription through your billing settings or by contacting us. Cancel an App Store subscription through your App Store account’s subscription settings; we cannot cancel it for you, and deleting the app or closing your Mura account does not cancel it. An App Store may require you to cancel a set time before renewal; its subscription settings show that deadline. On cancellation you keep paid features until the end of the period you have already paid for. After that your account reverts to the free tier, which may have lower storage limits. We will tell you before any records become inaccessible, and give you a reasonable opportunity to export them.

9.4 Refunds. Except where a refund is required by a consumer guarantee that cannot be excluded (see section 16), fees are not refundable. If we permanently withdraw a material feature you are paying for during a period you have paid for, you may cancel and we will refund the unused portion of that period. Refunds for App Store purchases are handled by the App Store under its refund policies, and you can ask it directly. That does not limit your rights under section 16 or this section 9.4: where we owe you a refund, we will arrange it through the App Store or pay it to you directly.

9.5 Price changes. We will give you at least 30 days’ notice before a price increase takes effect. You may cancel before it takes effect. For an App Store subscription, the App Store will also notify you of a price increase and may ask you to agree to it; if you do not agree, your subscription ends at the close of the current billing period.

9.6 Subscriptions for a Care Team. A subscription is bought by one person (the Purchaser) for one Care Team, and every member of that Care Team receives the paid features. Only the Purchaser is billed, and only the Purchaser can cancel or change the subscription. If the Purchaser leaves or is removed from the Care Team, the subscription keeps applying to that Care Team, and the Purchaser keeps being billed, until the Purchaser cancels it as described in section 9.3.

10.1 What you own. You — and, where applicable, the Care Recipient — own the documents, records, notes, photographs, invoices, care plans and calendar entries you put into Mura (“Your Content”). Nothing in these Terms transfers ownership of Your Content to us.

10.2 The licence you give us. You grant us a limited, worldwide, non-exclusive, royalty-free licence to store, host, copy, transmit, display and process Your Content solely to provide, maintain, secure and support the Services for your care profiles, and to comply with our legal obligations. This licence ends when the content is deleted, subject to section 18. We may use sub-processors (for example our hosting and AI providers) to do these things, under contract and only for these purposes.

10.4 Derived data. Analyses, indexes, budget calculations, benchmarks and audit outputs that our software generates from Your Content (“Derived Data”) are our intellectual property. We grant you a personal, non-exclusive, non-transferable, revocable licence to view, download and export Derived Data for the purpose of coordinating that Care Recipient’s care. We may create and use aggregated and de-identified statistics derived from platform activity, provided they cannot reasonably be used to identify you, any Care Recipient, or any care profile.

10.5 Our platform. We own the Services — the software, source code, design, interfaces, models, algorithms, trade marks and branding. These Terms grant you a licence to use the Services, not any ownership in them.

10.6 Feedback. If you send us suggestions, feature requests or comments about the Services (“Feedback”), you assign to us all rights in that Feedback, and we may use and commercialise it without obligation to you. This does not give us any right to Your Content.

12.1 Where your data lives. All Mura database records, account information and uploaded documents are stored at rest in Sydney, Australia (ap-southeast-2).

Who holds it. Mura is operated by a company incorporated in Singapore. Your records are stored in Australia, not in Singapore. Our hosting provider is bound by contract to protect them to a standard at least equivalent to that required by the Singapore Personal Data Protection Act 2012 and the Australian Privacy Principles.

12.2 Cross-border processing for AI features. To run the invoice audit and document extraction features, the relevant document may be transmitted to AI processing providers located outside Australia, including in the United States. That transmission is limited to transient processing in volatile memory. Our providers are bound by data processing agreements not to retain, cache, or train on the content, and to discard the input once the response is returned.

12.3 Your consent to that transfer. By using the invoice audit and document extraction features, you expressly consent to this cross-border disclosure for the purposes of Australian Privacy Principle 8 and, where applicable, the transfer limitation obligation under the Personal Data Protection Act 2012 (Singapore). You do not have to use those features. The rest of Mura works without them, and no document is sent overseas unless you use a feature that requires it.

15.1 Cap. Our total aggregate liability to you and to everyone in your care profiles, for all claims arising out of or connected with these Terms or the Services — in contract, tort (including negligence), under statute or otherwise — is limited to the greater of (a) the total subscription fees you paid us in the 12 months before the event giving rise to the liability, and (b) AUD $100.

15.3 Nothing excludes liability for fraud, for death or personal injury caused by our negligence, or for any liability that cannot lawfully be limited.

16.1 Australia. Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a service, you are entitled to cancel your contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have it fixed within a reasonable time, and if it is not, to cancel and obtain a refund of the unused portion. To the extent permitted by section 64A of the Australian Consumer Law, our liability for failure to comply with a consumer guarantee (other than a guarantee under sections 51, 52 or 53) is limited, at our option, to supplying the Services again or paying the cost of having them supplied again.

16.2 Singapore. If you are in Singapore, nothing in these Terms excludes or limits your rights under the Consumer Protection (Fair Trading) Act 2003 or the Unfair Contract Terms Act 1977 of Singapore.

17.1 You can leave. You may close your account at any time from your settings, or by contacting us. Before you do, export anything you want to keep.

17.2 We can suspend or terminate. We may suspend or terminate your access, with notice where practicable and immediately where not, if you materially breach these Terms, if we reasonably suspect fraud or a threat to the security of the platform or another user, if you have created a care profile without the authority you warranted under section 4, or if we are required to by law or by a regulator.

17.3 Death of a Care Recipient. If a Care Recipient dies, the care profile does not close automatically. The Coordinator may keep it open to finalise invoices and estate administration, or close it. Records remain subject to section 18. Access by an executor or personal representative will be considered on production of evidence of their appointment.

17.4 If a Coordinator becomes unavailable. If a sole Coordinator dies, loses capacity, or is unreachable, a care profile can be left without an administrator. We may, on written request supported by evidence, and after such notice to the existing Coordinator as is reasonable in the circumstances, transfer the Coordinator role to another adult Member of that profile. We are not obliged to do so, and we will refuse where the request is contested or where authority is unclear. We strongly recommend every care profile has more than one person who can take over.

17.5 What survives. Sections 4.6, 10, 12, 14, 15, 16, 18, 20 and 22 survive termination.

18.2 What “deleted” means. Records are removed from the live platform immediately and purged from our systems, including backups, within 30 days. Backup purging is limited by our backup rotation cycle — a record may persist in an encrypted backup snapshot until that snapshot expires, and is not restored or accessed in the interim. Where a record cannot be deleted without destroying another user’s record — for example a shared calendar entry, or a care note referenced in another Member’s history — we de-identify your contribution instead of deleting the whole entry, and tell you we have done so.

18.4 If you ask us to keep something. You may ask us to preserve records beyond deletion — for example while an invoice dispute or an estate is being resolved. We will do so on your written request, for a period you nominate, and we will tell you when it expires.

18.6 Pet records. Records on a Pet profile are not personal information about an individual and are not health information. They are deleted on request, and none of the categories in 18.3 apply except billing.

19.2 Other changes. Non-material changes — corrections, clarifications, updated contact details — take effect when published, with an updated version identifier and date. Continuing to use the Services after that is acceptance.

19.3 Record. We keep a record of which version you accepted and when. You may request a copy of the version you are currently bound by at any time.

20.1 Governing law. These Terms are governed by the laws of New South Wales, Australia, without regard to conflict of laws rules.

20.2 Talk to us first. If you have a problem, contact us. Most things are resolved this way. The parties will attempt in good faith to resolve any dispute informally for 30 days from written notice of it.

20.4 Courts. If mediation has not resolved the dispute within 60 days of the mediator’s appointment, either party may commence proceedings. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales. Nothing in this section prevents either party from seeking urgent interlocutory relief, or you from making a complaint to a regulator, an ombudsman or a tribunal at any time.

21.1 These Terms are between you and Mura only, not with Apple or Google. Mura, not Apple or Google, is solely responsible for the app and its content.

21.2 Licence scope. Your licence to use the app is a non-transferable licence to use it on devices you own or control, as permitted by the App Store Terms of Service or Google Play Terms of Service.

21.3 Support. Mura is solely responsible for support and maintenance. Apple and Google have no obligation to provide any support for the app.

21.4 Warranty. To the maximum extent permitted by law, Apple has no warranty obligation for the app. If the app fails to conform to any applicable warranty, you may notify Apple and Apple will refund the purchase price of the app; beyond that, Apple has no other warranty obligation whatsoever, and any other claims, losses, liabilities, damages, costs or expenses attributable to a failure to conform to a warranty are Mura’s sole responsibility.

21.5 Claims. Mura, not Apple or Google, is responsible for addressing any claim by you or a third party relating to the app or your use of it, including product liability claims, any claim that the app fails to conform to a legal or regulatory requirement, and claims arising under consumer protection or privacy law.

21.6 Intellectual property. If a third party claims the app infringes their intellectual property rights, Mura, not Apple or Google, is solely responsible for the investigation, defence, settlement and discharge of that claim.

21.7 Legal compliance. You represent that you are not located in a country subject to a US Government embargo or designated as a “terrorist supporting” country, and that you are not listed on any US Government list of prohibited or restricted parties.

21.8 Third party beneficiary. Apple and Apple’s subsidiaries are third party beneficiaries of these Terms, and upon your acceptance, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third party beneficiary.

22.1 Assignment. You may not assign these Terms. We may assign them to a related body corporate or in connection with a merger, acquisition or sale of assets, on notice to you.

22.2 Severability. If a provision is unenforceable, it is read down to the extent necessary, or severed, and the rest continues.

22.3 No waiver. A failure to enforce a provision is not a waiver of it.

22.4 Entire agreement. These Terms and the Privacy Policy are the entire agreement between us about the Services.

22.5 Notices. We give notice by email to your account address, or by in-app notice. You give notice to us at the address in section 23. Notice is effective when received.

22.6 Force majeure. Neither party is liable for a failure to perform caused by an event beyond its reasonable control, other than an obligation to pay money.

22.7 Language. These Terms may be made available in languages other than English for convenience. If there is any inconsistency, the English version prevails.