Terms of Service

1. Acceptance

By accessing our websites or using our services, you agree to these Terms and our Privacy Policy. If you are agreeing on behalf of a business, you represent that you are authorized to bind it. If you don't agree, do not use the services.

2. The service

Carrtel provides automation “blocks” configured and operated for your business, which may include: missed-call text-back, booking + reminders, review generation, lead capture & nurture, FAQ chatbot, invoice reminders, quote follow-up, reputation defender, and an AI voice receptionist (voice minutes are included on every plan). The exact blocks, message volumes, and integrations for a paid engagement are defined in your Service Agreement / plan. Plans (subject to change for new sign-ups): Launch $299/mo + $299 setup (3 automations, 750 SMS, 200 voice minutes), Growth $549/mo + $499 setup (6 automations, 1,500 SMS, 350 voice minutes), Scale $899/mo + $799 setup (9 automations, 3,000 SMS, 500 voice minutes), Custom from $1,500. Add-ons (for example extra voice minutes, an extra automation, an SMS pack or automation reporting) are billed at the rates then in effect. Shopify development engagements (store builds, theme work, custom apps, and migrations) are scoped per project in a Service Agreement, at the rates published in full on our pricing page.

3. Eligibility and accounts

You must be 18+ and operate a legitimate business. You are responsible for your account credentials, for the accuracy of information you provide, and for the activity that occurs under your account.

4. Acceptable use

You will not, and will not use Carrtel to:

• Send messages to recipients who have not given the consent required by CASL or other applicable law, or who have opted out;
• Send unlawful, deceptive, harassing, defamatory, or fraudulent content, or content that violates a third party's rights;
• Message recipients on any do-not-contact, STOP/suppression, or revoked-consent list;
• Send to emergency lines, or use the service for spam, “grey-route” traffic, regulated content you are not licensed to send, or any prohibited Twilio/Stripe/provider use;
• Attempt to disrupt, reverse-engineer, scrape, overload, or gain unauthorized access to the platform; or
• Resell or sublicense the service without our written consent.

We may suspend or throttle sending, or suspend the account, immediately and without liability, if we reasonably believe use violates this section, threatens platform integrity or our carrier/processor relationships, or exposes us to legal risk.

5. Your content and your customers' data

You retain ownership of your content and your customer data. You grant us a limited licence to host, process, and transmit it solely to deliver the service. You are solely responsible for (a) the content of messages sent under your business name, including any content you approve, and (b) ensuring you have the legal right and consent to contact each recipient. Where the service presents content for your approval before sending, your approval is your authorization to send it.

6. AI-generated content disclaimer

Some message text, chatbot replies, voice responses, and drafts are generated by artificial-intelligence models (including third-party models such as those accessed via OpenRouter, the conversational voice AI provided by ElevenLabs, and a self-hosted model). AI output may be inaccurate, incomplete, out of date, or unsuitable and is not professional advice. You are responsible for reviewing and approving content where the service gives you that opportunity, and for the content ultimately sent under your business name. We do not warrant that AI-generated content is accurate, appropriate, or fit for any particular purpose.

7. No guarantee of results

Our marketing describes typical or target outcomes (e.g., “reduce no-shows,” “more reviews,” “recovered calls”). These are illustrations, not promises. Results depend on your business, your customers, your data quality, your follow-through, and factors outside our control. Carrtel does not guarantee any specific level of leads, bookings, reviews, revenue, deliverability, response time, or return on investment. Any specific KPI commitment or remedy, if offered, is defined only in your Service Agreement and is your sole remedy for performance shortfalls.

8. Third-party services

The service depends on third parties (Twilio, ElevenLabs, Stripe, Resend, OpenRouter, Google, and carriers/handset networks). We do not control and are not responsible for their availability, performance, deliverability, filtering, pricing, or policy changes. Carrier filtering, number blocks, or provider outages may delay or prevent message delivery. Our responsibility for third-party issues is limited to commercially reasonable efforts to help resolve them.

9. Fees, billing, taxes

• Fees are in CAD and GST (5%) is added as required. Setup fees are due on signing (split 50/50 with the balance at go-live where offered); subscription fees are billed monthly in advance on your billing day.
• You authorize us (via Stripe or pre-authorized debit) to charge your subscription, setup, add-on, and any usage/overage amounts.
• Late/failed payment: overdue amounts accrue interest at 1.5%/month (18%/yr), and we may suspend service after non-payment per your Service Agreement.
• Usage limits: plans include set monthly SMS/voice/email volumes; usage beyond the included volume may be billed as overage or rate-limited per your plan/add-ons.
• Price changes: we may change prices for renewals or new features on at least 30 days' notice.

10. Refunds

• Setup fees are non-refundable once configuration work has begun.
• Subscription fees for the current month are non-refundable, and partial months are not refunded.

11. Term, cancellation, suspension

• Month to month. Automation plans have no minimum term and no long-term contract. You may cancel any month by written notice (email is acceptable). Cancellation takes effect at the end of the current billing month; the current month and partial months are not refunded (Section 10). Logins and credentials we hold for you are handed back within 24 hours, with no exit call to sit through.
• We may end a subscription on 30 days' written notice, and we may suspend or terminate immediately for breach of Section 4, non-payment, legal risk, or provider/carrier requirements.
• Shopify work is a scope of work agreed in writing, not a subscription. Ongoing Shopify support is billed monthly.
• On termination, your access ends, outstanding fees become due, and we handle your data per the Privacy Policy and Service Agreement (export available; deletion within 30 days unless law requires retention).

12. Intellectual property

The platform, our workflows, templates, documentation, software, and trademarks are owned by Carrtel or its licensors. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the deliverables for your internal business use only while your account is in good standing. You may not copy, resell, sublicense, reverse-engineer, or remove proprietary notices. Generic, non-client-specific templates and improvements remain ours and may be reused for other clients. Feedback you give us may be used without restriction.

13. Disclaimer of warranties

THE WEBSITES AND SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND UNINTERRUPTED OR ERROR-FREE OPERATION, to the fullest extent permitted by law. We do not warrant message deliverability, that the service will meet your requirements, or that AI output will be accurate.

14. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• (a) No indirect damages. Carrtel and its directors, officers, employees, contractors, and suppliers are not liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost business, lost goodwill, loss of data, or regulatory fines or penalties imposed on you (including CASL/CRTC penalties arising from recipients you instructed us to contact), even if advised of the possibility.
• (b) Liability cap. Carrtel's total aggregate liability for all claims arising out of or relating to the services or these Terms will not exceed the greater of (i) the total fees you paid to Carrtel in the 3 months immediately before the event giving rise to the claim, or (ii) CAD $500. For website-only users who are not paying clients, our total liability will not exceed CAD $100.
• (c) These limits apply regardless of the legal theory (contract, tort, negligence, statute, or otherwise) and survive termination.
• (d) Carve-outs. Nothing in this section limits liability that cannot be limited by law, or either party's liability for fraud or willful misconduct. Some jurisdictions limit these exclusions; parts may not apply to you.

15. Indemnification

You will defend, indemnify, and hold harmless Carrtel and its directors, officers, employees, contractors, and suppliers from and against any third-party claim, demand, regulatory action, loss, damage, fine, penalty, cost, or expense (including reasonable legal fees) arising out of or relating to:

• (a) your content or your customers' data, including any claim that a message you sent (or approved, or instructed us to send) was sent without the consent required by CASL or other law, or violated a recipient's rights;
• (b) your breach of these Terms or the Acceptable Use section;
• (c) your violation of any law (including privacy, anti-spam, telemarketing, or consumer-protection law); or
• (d) your failure to obtain or maintain required consents from your customers.

We will notify you of the claim, let you control the defence (with our reasonable cooperation, at your cost) provided you do not settle in a way that admits our fault or imposes obligations on us without our consent, and we may participate with our own counsel.

16. Governing law and disputes

These Terms are governed by the laws of the Province of Alberta and the federal laws of Canada applicable there, without regard to conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts of Calgary, Alberta. Before litigating, the parties will attempt good-faith negotiation and, failing that, mediation in Calgary. Either party may still seek injunctive relief to protect IP or confidential information.

17. Changes to these Terms

We may update these Terms; the updated version is effective when posted (or, for paying clients, on the notice period in your Service Agreement). Continued use means acceptance.

Changes on October 1, 2026: Section 11 now states that automation plans run month to month with no minimum term (earlier versions required a minimum term before a plan could be cancelled; that requirement is removed and no longer applies to anyone). Section 2 now says voice minutes are included on every plan. Sections 6 and 8 now name ElevenLabs, the voice AI provider behind the AI receptionist.

18. General

Force majeure (including provider/carrier outages) excuses performance. If a provision is unenforceable, the rest stands and the provision is reduced to the minimum necessary to be enforceable. No waiver is implied by non-enforcement. You may not assign these Terms without our consent; we may assign in a merger or sale. These Terms plus the Privacy Policy and any Service Agreement are the entire agreement. The parties requested these Terms in English / Les parties ont exigé que ce document soit rédigé en anglais.

19. Contact