These Done-for-You Service Terms ("DFY Terms") apply when you purchase guided onboarding from CARTT.AI in addition to your platform subscription. They are incorporated by reference into the Subscription Terms of Service. By selecting and paying for guided onboarding, you agree to these DFY Terms. Defined terms used here have the meanings given in the Subscription Terms of Service.
1. What guided onboarding is
Guided onboarding is a service we provide to help you set up and launch your storefront on the Service. It is separate from, and in addition to, your access to the Service itself, which is governed by the Subscription Terms of Service.
Guided onboarding is offered at four levels, matched to your Plan. The fee is a one-time charge, quoted in Australian dollars and exclusive of GST:
- Foundation — AUD $449: standard setup of one storefront, approximately 10 hours of CARTT.AI staff time
- Growth — AUD $899: standard setup of one storefront with marketing configuration, approximately 20 hours
- Operator — AUD $1,799: multi-portal or B2B setup, approximately 35 hours
- Network — AUD $2,950: parent tenant plus initial child-tenant structure, approximately 60 hours
The hours shown are an indication of the effort each level is scoped around, not a guaranteed or billable quantity. What each level covers for your account is set out in the Statement of Scope described in section 3, which is the operative description of the work and prevails over the summary above.
Upgrading between Plans does not by itself trigger a further onboarding fee. Where an upgrade calls for additional guided onboarding, we will quote it to you and you may accept or decline before any work or charge — contact legal@cartt.ai.
2. Fees and payment
2.1 When the fee is charged
The onboarding fee is charged against a subscription, so nothing in this section applies until you have one. Creating an account at cartt.ai/signup asks for no payment details, and while that is all you have done there is no payment method to charge and no onboarding fee is taken — not at the end of your setup window, not at any other time. Section 3.1 of the Subscription Terms of Service describes the two ways in and prevails over this section.
Once you have subscribed to a Plan, the onboarding fee is still not charged at signup. Subscribing is where your payment details are collected and where your 14-day setup window opens; the onboarding fee is charged when your first subscription payment succeeds at the end of that window. PayPal is the exception on both halves of that sentence. A PayPal subscription carries no setup window — its first subscription payment is taken at signup — and we cannot charge an onboarding fee to PayPal automatically, so for a PayPal subscription the fee is not charged on the timing above at all: it is arranged with you separately, as the paragraph below describes. Section 4.2 of the Subscription Terms of Service sets out the PayPal position and prevails over this section.
You can also bring the fee forward. If you choose to begin onboarding during the setup window using Start onboarding now in your admin panel, the onboarding fee is charged at that point rather than at the end of the window. Whichever way it is charged, the fee is charged once and does not recur.
Both of those paths charge the payment method held against your subscription. If you pay for your subscription by PayPal, we cannot charge the onboarding fee automatically — we will contact you to arrange payment separately, and the timing above applies from when that payment is received.
2.2 GST
Onboarding fees are exclusive of GST. GST is added where applicable. A tax invoice for your onboarding fee is available on request to legal@cartt.ai.
2.3 If the charge does not succeed
If the onboarding fee charge fails, or your card issuer requires additional authentication to complete it, the charge is left outstanding and we will contact you to arrange payment. Onboarding work does not begin until the fee is paid, and we do not extend credit for onboarding fees. A failed onboarding fee does not, by itself, suspend your access to the Service — subscription non-payment is dealt with separately under the Subscription Terms of Service. If you have started onboarding and not heard from us, contact legal@cartt.ai.
3. Scope of work
3.1 The Statement of Scope
Within 3 business days of the fee being charged we will give you a written Statement of Scope for your onboarding, drawn from the scope for your tier. It sets out:
- The specific deliverables — for example "products imported up to 200 SKUs", or "homepage built from your inputs"
- The inputs we need from you in order to deliver them
- An estimated timeline
- Items that are out of scope
- The CARTT.AI staff member or team responsible
3.2 You confirm the Statement of Scope
We do not start work on a section of the Statement of Scope until you have confirmed it — by reply email, or by providing the inputs requested for that section.
3.3 Scope changes
If you ask for work outside the agreed Statement of Scope:
- Minor changes — under an hour of estimated additional work — we absorb
- Larger changes are quoted to you in writing and invoiced separately. Onboarding and DFY fees cannot be paid from your Wallet — section 6.4 of the Wallet Credit Terms reserves Wallet credit for metered platform actions
- We will not begin material out-of-scope work without your written approval of the additional cost
3.4 Your inputs
Many onboarding tasks need inputs from you — product data, brand assets, content choices, payment gateway credentials and the like. The onboarding form available at signup is the main way we collect them.
If you do not provide inputs we have reasonably requested within 7 business days of the request, we may pause the affected section of work and will email you a reminder. Pausing is not stalling: only after 30 consecutive days without the requested inputs may we declare that section stalled under section 5, and the re-kickoff fee in section 5.3 is measured from that stall notice, never from the pause.
4. Timeline
4.1 Target completion
Our target is to complete guided onboarding within 14 days of the onboarding fee being paid and the Statement of Scope being agreed, subject to receiving your inputs. If you use Start onboarding now during your setup window, that target typically falls inside the setup window; if the fee is charged at the end of the window instead, onboarding runs after it.
4.2 Why timelines slip
Onboarding timelines can be affected by delays in your provision of inputs, by complexity discovered during the work — a data migration revealing structures we could not anticipate, for example — and by third parties we depend on, such as payment gateway approvals or DNS propagation. We will tell you if we expect to exceed the target.
4.3 No timeline guarantee
We do not guarantee a specific completion date. We do commit to honest and proactive communication about delays, to resequencing work so the most useful items land first, and to reasonable additional effort to recover a slipped timeline.
5. Stalled projects
5.1 When a project is stalled
We may declare a guided onboarding project stalled if 30 consecutive days pass without inputs we have reasonably requested (section 3.4), if we cannot reach you for 30 consecutive days to reschedule a call you did not attend, or if 30 consecutive days pass with no forward progress on any section for reasons attributable to you. Thirty days is the single threshold — a shorter silence may pause work under section 3.4, but it cannot stall a project or trigger a fee. We will give you written notice before declaring a project stalled.
5.2 Effect of a stall
While a project is stalled we pause active work on it. Your subscription continues to be billed as normal and the platform remains available to you. A stall does not trigger the data export window described in the Subscription Terms of Service.
5.3 Resuming
You may resume a stalled project by contacting us. If you resume within 30 days of the stall notice there is no additional fee. After 30 days a re-kickoff fee of AUD $199 applies, invoiced separately, covering the staff time needed to reload context on a project that has been cold.
6. Reschedules and cancellation
6.1 Rescheduling calls
If you need to reschedule a discovery or status call, the first reschedule is free. Each subsequent reschedule attracts a fee of AUD $149, invoiced separately, covering the operational cost of repeated calendar churn.
6.2 Cancellation by you
You may cancel guided onboarding before work has begun, in which case the fee is refunded in full.
Once work has begun, a pro-rata refund is calculated on the proportion of the agreed Statement of Scope not yet delivered, subject to a minimum non-refundable charge of 25% of the onboarding fee covering kickoff, scoping and initial discovery.
This section governs refunds of the onboarding fee. Section 4.4 of the Subscription Terms of Service states the general position — that the fee is non-refundable once the work has been delivered — and defers to this section for cancellation before delivery and for partial delivery; where the two differ, this section prevails. Refunds under this section are made on request to legal@cartt.ai; they are not automatic. Nothing here limits any right to a refund or remedy you have under the Australian Consumer Law.
6.3 Cancellation by us
We may cancel guided onboarding if material payment failures occur under the Subscription Terms of Service, if you materially breach the Acceptable Use Policy, or if we determine in good faith that we cannot deliver the scoped work safely or lawfully — for example where regulated product licensing requirements cannot be satisfied.
In those cases we refund the unworked portion of the fee on the same pro-rata basis as section 6.2, less any third-party costs already incurred on your behalf.
7. Our scope-specific remedy
We do not offer a general satisfaction guarantee on guided onboarding. What we offer instead is narrower and more meaningful.
7.1 What we commit to
If a specific deliverable documented in your Statement of Scope is not delivered and the failure is attributable to us, we will either deliver it within a reasonable additional time at no extra cost, or — where delivery is genuinely not possible — refund the proportional fee for that deliverable.
7.2 What this does not cover
- Deliverables we have delivered but you are unhappy with — section 7.3 applies instead
- Deliverables not delivered because of inputs you did not provide
- Items not in the agreed Statement of Scope
- Business outcomes such as sales, conversion rate, traffic, or growth. We are not selling business outcomes
7.3 Quality concerns
If we deliver a section of scope and you have quality concerns, tell us in writing what is wrong and we will rework reasonable items at no additional cost. "Reasonable" means concerns falling within the original intent of the deliverable; substantive changes are scope changes and are handled under section 3.3.
8. Inputs you provide
You warrant that the inputs you provide — brand assets, product data, copy, photography, customer data for migration, and anything else — are:
- Owned by you or properly licensed to you
- Accurate and not misleading
- Not in breach of any third party's intellectual property or privacy rights
- Compliant with the Acceptable Use Policy
If we have reason to believe an input does not meet these warranties we may decline to use it, and that refusal is not treated as a failure to deliver on our part. You indemnify us against any claim arising from inputs you provide that breach these warranties, on the same limited terms as section 12.3 of the Subscription Terms of Service — only to the extent the loss is caused by your conduct, reduced to the extent we caused or contributed to it.
9. Confidentiality during onboarding
During guided onboarding our staff, and any subcontractors, may have access to non-public information about your business — pricing strategy, customer data being migrated, brand plans, and the financial information needed to configure payment gateways. We treat that information confidentially in accordance with the Subscription Terms of Service, and our staff and subcontractors are bound by equivalent obligations.
If you give us credentials to third-party systems for migration purposes — an existing platform's API token, a registrar login, DNS panel access:
- We use them only for the purpose you provided them for
- We store them in a manner appropriate to their sensitivity
- We delete or revoke them once the relevant work is complete
- We will never use them to act on your behalf outside the agreed scope
We encourage you to share credentials through a secure channel — a password manager or a screen share — rather than by email or a web form.
10. Intellectual property in deliverables
10.1 What you own
Once the onboarding fee is paid in full, you own the final deliverables produced under guided onboarding, including your storefront configuration, the brand-related assets we generate from your inputs such as homepage drafts, copy and layouts, and your imported product, customer and content data.
10.2 What we own
We retain ownership of the Service itself and all generic platform features, of our internal methodology, templates and processes, and of anonymised, aggregated learnings from onboarding work that we use to improve our process.
10.3 AI-generated material
AI-generated content produced during onboarding is subject to the AI Content Disclaimer, which applies whether the content was generated by you or by our staff on your behalf.
11. Liability for onboarding work
Our total liability for guided onboarding — in addition to, and not in duplication of, the liability cap in the Subscription Terms of Service — is limited to the amount of the onboarding fee paid for the project. The exclusions of indirect, consequential and similar loss in the Subscription Terms of Service apply equally to guided onboarding work.
Nothing in these DFY Terms excludes the non-excludable guarantees under the Australian Consumer Law where you are a "consumer" under that law.
12. Subcontractors
We may engage subcontractors to deliver parts of guided onboarding, for example execution teams handling mechanical product imports and template configuration. Where we do:
- We remain responsible to you for the work
- Subcontractors are bound by equivalent confidentiality and security obligations
- Subcontracted deliverables are reviewed by CARTT.AI staff before being signed off as complete
If you would prefer your onboarding not to involve subcontractors, tell us before work begins and we will accommodate that where reasonably possible.
13. Changes to these DFY Terms
We may amend these DFY Terms from time to time, on the same notice terms as the Subscription Terms of Service. Amendments do not apply retrospectively to onboarding work already in progress under an agreed Statement of Scope.
Every published version of these DFY Terms carries a version number, an effective date, and a content hash. The version number and effective date are shown at the top of this page, and an abbreviated form of the hash at the foot; the full hash is available on request. We retain the full version history and will provide any earlier version on request to legal@cartt.ai.
14. Contact
Questions about guided onboarding — scope, scheduling, or billing — can be sent to legal@cartt.ai.
Reference: dfy-terms v11 ·
content hash dc6ee234ba9aae03.
Questions before you accept: legal@cartt.ai.