Terms of Service · CARTT.AI

These Terms of Service ("Terms") govern your access to and use of the CARTT.AI platform ("Platform") operated by CARTT.AI (ABN 71 393 051 974) of Byron Bay, New South Wales, Australia ("we", "us", "CARTT.AI"). By creating a tenant or otherwise using the Platform, you agree to these Terms. They are accepted once for an account, by the person who signs it up; an administrator invited to that account afterwards is not asked to accept them again, and uses the Platform on the account holder's behalf and binds them.

These Terms are a summary. The versioned policies prevail. The binding agreement between us is made up of these versioned policies:

Each is version-numbered and content-hashed. You accept the first three at signup, and the exact version you were shown is recorded against your account; the other three apply to the features they cover, from the point you use those features. This page is a plain-English overview. Where this page and a versioned policy differ, the versioned policy prevails.

Definitions

"Tenant" means an organisation that operates one or more storefronts on the Platform. "Tenant Administrator" means a person authorised to manage a tenant. "End-Customer" means a shopper who buys from a tenant's storefront. "Plan" means one of Foundation, Growth, Operator or Network, as published at cartt.ai/#pricing. "AI Wallet" means the prepaid credit balance used to meter variable-cost services - AI generation, and also SMS, email campaigns, email verification and similar metered actions.

Your account

You must provide accurate information when creating a tenant or administrator account. You are responsible for keeping your credentials confidential and for activity under your account by you, your staff and anyone you give a login to. Two things are not yours to answer for: what CARTT.AI staff do while signed in to support, provision or diagnose your account, and unauthorised access, except where it followed from your own failure to keep credentials confidential or to tell us promptly. Where an agency manages an account under our white-label programme, its staff can sign in the same way - those sign-ins are not the managed merchant's responsibility, but they are the agency's, and section 8.2 makes an agency our Subscriber for every account assigned to it and answerable to us for the use made of them. Notify us as soon as you suspect unauthorised access. Section 3.2 of the Subscription Terms of Service sets this out and prevails over this page.

The Network tier supports child tenants (retailers) operating sub-storefronts under a parent tenant. Child tenants are currently provisioned by us on the parent tenant's instruction rather than through a self-serve invite, and the commercial arrangement between parent and child - including who pays for what - is agreed with us at that point. Each child tenant is bound by these Terms in respect of its own storefront.

Plans and fees

Plans are billed in Australian dollars (AUD), monthly or annually where annual prepayment is offered. Fees and inclusions are published at cartt.ai/#pricing. A one-time onboarding fee applies to each plan; it is charged against a subscription rather than on provisioning, and the next section sets out when. A plan change - up or down - takes effect immediately: we start a new subscription on the new plan at its full price and cancel the old one. There is currently no pro-rating and no deferral of a downgrade to the next cycle, so a change made mid-cycle does not credit you for the unused part of the period you have already paid for. If the timing of a change matters to you, ask us at legal@cartt.ai before making it and we will work it out with you, including holding the change until your renewal date. Section 4.11 of the Subscription Terms of Service sets this out and prevails over this page.

All amounts are exclusive of GST unless stated. GST is added on tax invoices where applicable.

Late payment may result in restricted access or suspension after reasonable notice. Termination for non-payment does not relieve you of any unpaid fees accrued prior to termination.

Free trial, onboarding and refunds

Creating an account at cartt.ai/signup asks for no payment details, so nothing can be charged to you until you choose a plan. Once you subscribe, a 14-day setup window opens: you are not charged the subscription during it, and you may cancel at any time before it ends without being charged. PayPal is the exception. Our PayPal billing plans do not carry the setup window at all - a PayPal subscription is charged its first subscription fee at signup. If you have subscribed through PayPal and want the setup window applied, tell us at legal@cartt.ai and we will refund or credit that first charge; you do not have to cancel to ask. Sections 3.1 and 4.2 of the Subscription Terms of Service govern and prevail over this page.

A one-time onboarding fee applies to each plan and covers guided setup, theme and product import, and payment-gateway configuration. It is charged against a subscription, so an account created without payment details is not charged it unless and until you subscribe. The fee is charged once your first subscription payment succeeds at the end of the setup window - or earlier if you choose to start onboarding ahead of time from your dashboard - and onboarding work begins once the fee itself is paid. If you pay by PayPal we contact you to arrange the fee separately. Because the onboarding fee pays for work performed for you, it is non-refundable once the work has been delivered. Refunds before or during delivery are governed by section 6.2 of the Done-for-You Service Terms, which prevails over this page, and nothing here limits any right to a refund under the Australian Consumer Law.

Subscription fees are generally non-refundable; cancelling stops future renewals but does not refund the current paid period. Where we do issue a refund at our discretion (other than where required by law), the refund is made net of the payment processing fees charged by our payment provider on the original transaction, as those fees are not returned to us.

Nothing in this section limits any right to a refund or remedy you have under the Australian Consumer Law.

AI wallet and metered usage

Most AI features (content generation, image generation, video generation, chatbot and others) are metered, along with SMS and email-campaign sends. Some are included in your plan at no Wallet charge - the AI Business Advisor is currently one of them. A feature is metered only where it has a published, non-zero Wallet rate. Each plan includes a monthly AI wallet allowance; usage beyond the allowance draws from prepaid top-ups. Rates are updated as upstream provider costs change; section 4 of the Wallet & Credit Terms explains where each rate is shown and prevails over this page.

Unused plan allowance does not roll over. Prepaid top-up credit does not expire while your tenant is active. Allowance and promotional credit are not refundable. Credit you have paid for may be refundable on cancellation - the conditions are set out in section 6.3 of the Wallet & Credit Terms, which prevails over this page.

Acceptable use

You agree not to use the Platform to:

Send unsolicited bulk email or SMS in breach of the Spam Act 2003 (Cth).
Sell goods or services that are illegal in Australia or that violate intellectual property rights.
Process payments for restricted categories listed by the connected payment processor.
Attempt to gain unauthorised access to the Platform, other tenants' data, or our infrastructure.
Use AI features to generate content that is unlawful, defamatory, infringing, hateful, or that depicts a real person without their consent.
Reverse-engineer, scrape, or systematically extract data from the Platform other than via published APIs you are entitled to use.

We may suspend or terminate access for breach of acceptable use. You get notice and a chance to fix it, except in three cases: the breach cannot be remedied, it falls under section 3.2 of the Acceptable Use Policy (harmful or dangerous content), or it poses an immediate risk to the Platform, to other tenants or to their customers.

Tenant content and intellectual property

You retain all intellectual property rights in the content you upload to the Platform (product images, descriptions, branding, customer data, etc.). You grant us a non-exclusive, royalty-free licence to host, store, transmit, display and process that content to provide the Platform to you, to share it with subcontractors and service providers acting on our behalf under equivalent confidentiality obligations, and to use it to train Service-improving systems only in de-identified, aggregated form. Section 5.2 of the Subscription Terms of Service sets the licence out in full and prevails over this page.

AI-generated content produced via Platform AI tools is owned by your tenant to the extent such output is capable of being owned under applicable law, and subject to the AI provider's terms (which prohibit certain uses). Not everything an AI produces attracts copyright - section 6.2 of the AI Content Disclaimer explains where that line falls.

You are responsible for ensuring AI outputs are lawful and accurate before publishing or sending them. Two kinds of feature do not give you that review step: live automated responses (the customer-service chatbot answers your shoppers directly, with no chance for you to see the reply first) and bulk generation (output passing our automated quality check is written straight to the live field). For those, your responsibility shifts to deciding whether to enable the feature, how you configure it, and reviewing and correcting what it produced. Section 4 of the AI Content Disclaimer governs and prevails over this page.

The CARTT.AI software, platform code, themes, templates and documentation are owned by us and licensed to you only for use of the Platform.

Third-party integrations

The Platform integrates with third-party services (payment processors, accounting systems, inventory and warehouse systems, POS systems, shipping carriers, marketplaces, AI providers and others). When you connect a third-party service, you authorise us to exchange data with that service on your behalf. Third-party services are governed by their own terms, which you should review.

We are not responsible for the availability, accuracy or actions of third-party services. If a third-party service ceases to be available, we will make commercially reasonable efforts to maintain or replace the integration.

Service availability

We target high availability but the Platform is provided on an "as available" basis. We do not warrant that the Platform will be uninterrupted, error-free or secure against all threats. Planned maintenance is announced in advance where practical.

Warranties and Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. If a failure with the service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time; if that is not done, you are entitled to cancel your contract and obtain a refund for the unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the service. To the maximum extent permitted by law, we exclude all other warranties, conditions and representations, express or implied.

Limitation of liability

Subject to non-excludable rights under the Australian Consumer Law, our aggregate liability to you arising from or in connection with these Terms is limited to the fees paid by you in the 12 months preceding the event giving rise to the liability. We are not liable for indirect, consequential, incidental, special or exemplary damages, including loss of profit, loss of business, loss of goodwill, or loss of data - the last of those subject to the backup obligations we take on in section 5.4 of the Subscription Terms of Service, which the exclusion does not displace.

The limit runs both ways. Section 12.3 of the Subscription Terms of Service asks you to indemnify us for claims caused by your own breach, negligence or wrongful act - and caps that indemnity at the same figure, the fees you paid in the preceding 12 months, with narrow exceptions only for fraud, wilful misconduct, and deliberate breach of the Acceptable Use Policy. A capped supplier and an uncapped customer is not a fair bargain, and it is not the one we are offering.

Termination

You may cancel a paid plan at any time; your access continues to the end of the cycle you have already paid for. We may also terminate for convenience on 30 days' notice, and if we do, you get a pro-rata cash refund of unused prepaid fees - we chose to end the arrangement, so we do not keep money for a period we will not be serving you. We may terminate immediately for a breach of acceptable use in the three cases set out above - it cannot be remedied, it falls under section 3.2 of the Acceptable Use Policy, or it poses an immediate risk - and otherwise a breach gets notice and a chance to fix it; we may also terminate immediately if continued service would expose us to legal risk; where that risk did not arise from your conduct, the same pro-rata refund applies. Non-payment follows a slower path: a failed payment marks the subscription past due, continued non-payment may lead to suspension, and only after 30 days of unpaid suspension may we terminate and delete data, with prior notice to you. Section 4.7 of the Subscription Terms of Service sets that sequence out and prevails over this page.

On termination: (a) you have 30 days to request an export of your tenant data, which we then provide within a reasonable period - the 30 days is the window to ask, not a deadline for us to deliver. Being terminated for a breach of acceptable use does not close that window: your products, customers, orders and content stay exportable, and the only thing we may hold back is the specific material the breach concerns, where holding it back is reasonably necessary or legally required - and we tell you what and why. Section 11.4 of the Subscription Terms of Service sets that out and prevails over this page; (b) your tenant data becomes eligible for deletion after that period and is deleted from our active systems, except where retention is legally required; (c) accrued fees remain payable; (d) remaining Wallet credit is dealt with under section 6.3 of the Wallet & Credit Terms.

Changes to these terms

We may amend these Terms. A material change is published as a new numbered version of the Subscription Terms of Service and we email tenant administrators; where we are able to give advance notice we give at least 30 days, and where a change must take effect sooner we tell you why. Publication is the step you can always verify for yourself - the email is sent by us rather than automatically by the platform, so treat the published version, not your inbox, as the authoritative record. If you do not accept an amended version, you may cancel with effect from the date the change would take effect - not the end of your billing cycle - and receive a pro-rata cash refund of your unused prepaid fees. For an annual subscriber an end-of-cycle exit would be no exit at all, so section 13.2 makes this explicit. Section 13 of the Subscription Terms governs and prevails over this page.

Governing law

These Terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have exclusive jurisdiction over any dispute arising from or in connection with these Terms.

Contact

Questions about these Terms: legal@cartt.ai or via the contact form.