These Wallet Credit Terms ("Wallet Terms") form part of the Subscription Terms of Service and govern the Wallet credit system used to pay for the variable-cost features of the CARTT.AI platform (the "Service"). By using your Wallet, you agree to these Wallet Terms. Defined terms used here have the meanings given in the Subscription Terms of Service.
1. What the Wallet is
Your Wallet is a credit balance attached to your CARTT.AI account. It is used to pay for features whose cost varies with how much you use them, rather than being covered by your flat subscription fee:
- AI-generated content — product descriptions, image enhancement and styling, video generation, brand voice, the conversational agent, and related features
- SMS messages and SMS campaigns
- Email campaign sends and email verification
- Other metered features and third-party API calls passed through the Service
Your current balance and your transaction history are shown in your admin panel under Wallet. A breakdown of your balance by credit type is available on request to legal@cartt.ai.
2. The three types of Wallet credit
Your balance is made up of three separately tracked pools. Which pool a charge draws on depends on the type of action, and the distinction matters because the pools differ in whether they expire and whether they are refundable.
2.1 Trial credit
- What it is: a one-time AUD $50 credit deposited when you sign up, in addition to your Plan's allowance
- Expiry: we may expire unused trial credit 30 days after it is deposited
- Order of use: spent first, before any other pool
- Refundable: no — it is a gift, not a purchase
Trial credit exists so you can explore Wallet-payable features during your setup window without immediately incurring extra cost.
2.2 Plan allowance credit
- What it is: an allowance included in your Plan, deposited when each billing cycle begins. The amount depends on your Plan and is shown as the "AI credits per month" line on your plan's card at cartt.ai/#pricing. If you are billed annually rather than monthly, contact legal@cartt.ai to confirm how your allowance is deposited before relying on a monthly cadence
- Expiry: at the end of each allowance cycle. Any unused remainder is forfeited and does not roll over — a fresh allowance is deposited for the new cycle. Your first allowance cycle starts with your first paid billing cycle; after that the allowance runs on its own approximately-monthly cycle, so its refresh date will not always fall on the same day as your invoice
- Order of use: spent after trial credit and before purchased credit
- Refundable: no — it is part of your subscription, not a separate purchase. Refunds on the subscription fee itself are governed by the Subscription Terms of Service
- Important limitation: plan allowance credit covers AI-eligible actions only. It cannot be used for SMS sends, SMS campaigns, email campaign sends, or email verification — see section 3
2.3 Purchased credit
- What it is: credit you buy through your admin panel, in a separate transaction from your subscription
- Expiry: none, while your account is active
- Order of use: spent last, after trial and plan allowance credit are exhausted
- Refundable: yes, in the circumstances set out in section 6
This design means credit you have paid for does not expire at all, and is refundable on cancellation under section 6.3 whatever it is worth, while credit included in your Plan follows a use-it-or-lose-it rhythm that matches your billing cycle.
3. How credit is spent
When you trigger a Wallet-payable action, we calculate its cost using the rate current at the time of the action and debit your Wallet. Which pools are available depends on the action:
- AI-eligible actions (AI content, images, video, agent, and similar) draw in this order: trial credit, then plan allowance credit, then purchased credit.
- SMS and email campaign sends (including SMS campaigns and email verification) draw on purchased credit only. Your monthly plan allowance does not cover them. If you have plan allowance available but no purchased credit, these actions will be declined and will tell you so.
If the credit available for an action is insufficient, the action is declined and you are prompted to top up. We do not process Wallet-payable actions on credit or against an invoice. Section 3.1 describes the exception: a small number of actions are billed only after the work has been done, and where the charge fails at that point the work stands and goes unbilled.
3.1 Actions billed after the work is done
Most Wallet-payable actions are things you click: you trigger them, and you see the cost first. Some are not. Where you enable a feature that then runs without you — the customer-service agent is the clearest case, since it answers your shoppers whenever they ask — the individual actions are triggered by someone else, or on a schedule, and you are not present to approve each one. Enabling the feature is your authorisation for the actions it performs.
A related group of actions is charged only after the work has been done, for one of two reasons: the price depends on what came back (the agent is priced per thousand tokens of the whole turn — everything sent to the model as well as everything it wrote back, so the shopper's question, the conversation so far and the product data we give the model to answer from all count toward it, and your Wallet history records the two figures separately; a statement import is priced per page of the PDF you uploaded), or the result is already on your screen and we would rather not take it away from you over a billing hiccup. The current members of that group are the customer-service agent, AI bank categorisation, AI PDF statement import and AI receipt scanning. For the agent we check before starting that your balance is above a working minimum, but that minimum cannot know what the turn will cost.
Where the charge is attempted after the work and fails — most often because the balance ran out between starting and finishing, or because another action spent it first — the outcome is the same in every case: the work stands, no credit is deducted, your balance is left exactly as it was, and the action goes unbilled. We do not carry the shortfall as a debt, and we will not bill you for it later. So the "declined rather than overdrawn" rule in section 3 holds at the moment an action is started; for this group it gives way, at the moment the charge is attempted, to "completed, then unbilled".
Only the agent then pauses. After a turn we could not bill, it is closed for your store for a short cooling-off period — currently 30 minutes — so that the same thing cannot repeat turn after turn, and it then reopens by itself. If your balance is still below what a turn costs, the next turn can go the same way, and the cycle repeats until you top up. Topping up is what actually resolves it; waiting only reopens the door. The accounting features have no equivalent pause, and do not need one: they run only when you ask for them, so an unbilled result cannot repeat without you.
4. Pricing and price changes
4.1 Current pricing
Rates for Wallet-payable actions are quoted in Australian dollars. The rate you see is the amount deducted from your balance — nothing is added to it at the moment of the debit, for GST or anything else. GST is dealt with once, on the top-up purchase described in section 5.3, and not again on each action. Where a rate is shown in your admin panel before you incur the charge, that is the rate applied. Your transaction history records the action and the amount debited for every charge that succeeds. The exception is the group of actions described in section 3.1 — the agent turn and the three accounting features — when one of them goes unbilled: because no credit is deducted, there is no Wallet transaction to record, so the work will have happened without leaving a line in your Wallet history. An unbilled agent turn is still visible to you, in your agent conversation history rather than your Wallet history; an unbilled accounting run leaves its result in the workspace it ran in, and nothing anywhere else. In each case what is missing from the Wallet history is a charge you did not pay. A current rate list is available on request to legal@cartt.ai.
4.2 Pricing changes
We may change Wallet rates from time to time, and a changed rate applies from the moment it is published to your admin panel. Rates move because the upstream AI, SMS and email providers we buy from move their prices, sometimes at short notice, so we do not hold a rate open for a notice period.
What protects you is that you see the price before you spend: for any action you trigger yourself, the rate shown in your admin panel at that point is the rate you are charged. That includes the three accounting features named in section 3.1 — AI categorisation, AI statement import and receipt scanning — each of which shows its current per-transaction, per-page or per-receipt rate beside the control that starts it, before you start it. Nothing already spent is repriced. If a rate increase makes a feature no longer worth it to you, you can simply stop using it — the Wallet is prepaid and metered per action, so there is no ongoing commitment to a rate.
The agent is the one member of that group where the promise cannot work that way, and it is worth saying why rather than folding it in: you enable it once, and every charge after that is triggered by a customer of yours starting a conversation, so there is no moment of purchase at which we could show you a price. The rate that applies is the one current when the turn runs, and a rate change applies to turns after it. The rate in force is shown on the Agent Analytics page in your admin panel, alongside what you have spent — that page, not the enable switch, is where to check it. Your Wallet balance is the ceiling: as section 3.1 describes, the agent pauses rather than running up an open-ended bill, and an action we cannot bill goes unbilled rather than becoming a debt.
Because you cannot see a price at the moment one of these features spends, we do not leave the notice to you to ask for. We will email you at least 14 days before an increase takes effect in a rate consumed by an enable-once feature you have switched on — the notice goes to your account's billing and administrator addresses. If we fail to give that notice, the previous rate is the one you are charged for that feature until 14 days after we do give it, and we will credit the difference on any debit taken in the meantime. That is the remedy: you should not pay a higher rate because we did not tell you, and you should not have to notice the discrepancy yourself for it to be put right.
For rates you trigger yourself, advance notice is not guaranteed — you see the price at the point of the action instead — but where an increase is significant we will still give notice where we can.
Where a rate increase materially affects features you actively use, you may cancel your subscription on that ground within 14 days of the notice, or within 14 days of the increase if no notice was given. In that case your remaining purchased credit is refunded under section 6.3. If you hold purchased credit you bought expecting the old rate and would rather stay, contact legal@cartt.ai and we will discuss refunding that credit instead.
5. Purchasing credit
5.1 How to purchase
You may top up your Wallet at any time from your admin panel, by credit or debit card through our payment gateway. Top-up amounts run from a minimum of AUD $2 to a maximum of AUD $10,000 per transaction; the admin panel offers a set of suggested amounts and also accepts any amount within that range.
5.2 Bonus credit
Some top-up amounts attract a bonus credit — an additional percentage credited on top of the amount you pay. Where a bonus applies, the bonus percentage and the resulting total are displayed before you confirm the purchase, and the amount displayed at that point is the amount credited even if the bonus schedule changes before the payment completes.
Bonus credit is promotional. It is spent on the same terms as purchased credit, but because you did not pay for it, it is not refundable — see section 6.3.
5.3 GST and tax invoices
Top-up purchases include GST where applicable. Every completed top-up is recorded against your account and appears in your admin panel under Wallet. A tax invoice for any top-up is available on request to legal@cartt.ai.
5.4 Failed top-up payments
If a top-up payment fails, no credit is added to your Wallet. In almost every case no charge stands either: the payment is declined before any money moves, and you may simply retry it. Where your card issuer requires additional authentication, the purchase completes only once that authentication succeeds.
There is one uncommon case we would rather describe than gloss over. A payment can be captured by the gateway and still not credited — for example if the amount the gateway reports back does not match the amount you were quoted. We deliberately refuse to credit a Wallet on a mismatched amount rather than guess at the right figure, so the payment is marked failed while the charge has in fact been taken. A mismatch is recorded against the top-up itself and written to our payment logs, and it is resolved by hand: we will either credit the correct amount or refund the captured amount in full, at your option. We are not paged automatically when it happens, which is precisely why the next sentence matters. If you see a charge on your statement with no matching credit in your Wallet, email legal@cartt.ai — you will not be left out of pocket, but this one is fixed by a person, not automatically.
6. Refunds and refundability
6.1 Trial credit
Trial credit is provided as a goodwill measure and is not refundable in any circumstances.
6.2 Plan allowance credit
Plan allowance credit is part of your Plan subscription and is not separately refundable. It is consumed and expires as described in section 2.2.
6.3 Purchased credit
Purchased credit is refundable as follows. Bonus credit under section 5.2 sits in the same pool as credit you paid for, so we do not calculate a refund from your Wallet balance alone: we work it out from your top-up payment records — what you actually paid, less what you have spent — and the refund is capped at your remaining balance. Bonus credit is never refunded.
- Within 14 days of purchase: refunded in full on request, provided the credit is unspent. Where part has been spent, the unspent portion is refunded.
- On cancellation of your account: the purchased credit remaining at cancellation is refundable on request. There is no minimum and nothing is forfeited for being small. Where a balance is small enough that a card refund would cost more in fees than it returns to you, we will agree another method with you — a bank transfer, or offsetting it against anything you owe us — but we do not keep it because you left.
- At our discretion: we may refund all or part of your purchased credit at any time, for goodwill or service-failure reasons.
Refunds are not automatic — they are made on request. Cancelling your account does not by itself return your remaining balance. To claim a refund under this section, contact legal@cartt.ai. We will confirm the refundable amount and process it within 14 business days, to the original payment method where that method supports a refund, and otherwise by a method we agree with you.
6.4 No cash redemption
Wallet credit cannot be transferred to another account, used to pay subscription or onboarding fees, or used outside the Service. It cannot be cashed out on demand while your account is running — except through the refund rights in section 6.3, which are real and take precedence over this section: purchased credit is refundable within 14 days of purchase, and refundable in full on cancellation with no minimum. Bonus credit is never redeemable for cash in any circumstance, because you did not pay for it.
7. Negative balances and overdraft
The Wallet does not permit negative balances. An action that would take a pool below zero is declined rather than allowed to overdraw.
If a system error nonetheless produces an incorrect balance — for example a debit taken twice, or a top-up credited twice — we will correct it. Where the error left you under-credited, we will add the shortfall to your Wallet. Where it left you over-credited, we will give you notice and then either debit the excess from your Wallet, or, if your balance is insufficient, agree a repayment with you. We will not debit your registered payment method to recover an over-credit without your agreement.
8. Account suspension and Wallet status
If your account is suspended — for example for non-payment of subscription fees under the Subscription Terms of Service:
- Your Wallet balance is preserved for the duration of the suspension
- We may freeze your Wallet, in which case no new Wallet-payable actions can be performed. Where a suspension restricts your access to the features themselves, those actions become unavailable regardless of your balance
- Plan allowance deposits pause
- Purchased credit and trial credit are otherwise unaffected, and the trial credit period in section 2.1 continues to run
When the suspension is resolved, typically by payment of outstanding fees, your Wallet is restored and plan allowance deposits resume from the next billing cycle.
If your account is terminated, the remaining balance is dealt with under section 6.3 or under the breach provisions of the Subscription Terms of Service, as applicable.
9. Fraud and disputed transactions
9.1 Chargebacks
If we receive a chargeback or payment dispute against a Wallet top-up, we may immediately deduct the disputed amount from your Wallet balance pending resolution. If the dispute resolves in your favour we restore the credit; if it resolves in ours, the deduction stands.
9.2 Fraudulent purchases
We may decline a Wallet purchase that appears fraudulent, and may reverse a purchase we determine was made fraudulently — for example using a stolen card — with notice to you.
9.3 Account compromise
If you believe your account has been compromised and unauthorised Wallet purchases or spends have occurred, notify us immediately at legal@cartt.ai and change your account password. We will investigate and, where the compromise did not result from a failure by you to maintain account security, restore the affected balance.
10. Records and audit
We keep a transaction record for every Wallet credit and debit, including the action and the amount. Your Wallet transaction history is available in your admin panel under Wallet → Transactions, and is retained for seven years from the transaction date. Australian tax law generally requires five years, measured from when the record is prepared or obtained or the transaction is completed, with longer periods in particular cases; the extra two years are our own margin rather than a statutory requirement. That record shows the action performed and the amount debited; it does not store a separate snapshot of the unit rate used. If you need the rate behind a particular debit, ask us at legal@cartt.ai and we will reconstruct it from our rate records where we can.
If you dispute a Wallet debit, contact us within 30 days of the debit. We will investigate and respond within 14 business days.
11. Changes to these Wallet Terms
We may amend these Wallet Terms from time to time. Where a change is material — where it significantly affects your rights or how Wallet credit operates — we will publish it as a new numbered version and email the administrators on your account. Publication is the step that always happens and is verifiable on this page; the email is sent by us rather than automatically by the platform, so the published version here — not your inbox — is the authoritative record of what is in force. Where we are able to give advance notice we will give at least 30 days; where a change must take effect sooner, we will tell you why. Non-material changes, such as clarifications and corrections, take effect when published.
Every published version of these Wallet 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.
12. Contact
Questions about Wallet credit, top-up purchases, individual transactions, tax invoices, or refund requests can be sent to legal@cartt.ai. Your balance and transaction history are in your admin panel under Wallet.
Reference: wallet-credit-terms v14 ·
content hash 676aedee648fd2c5.
Questions before you accept: legal@cartt.ai.