Last updated: August 2026
This Master Service Agreement (“MSA” or “Agreement”), together with any order form, the Terms of Service, Privacy Policy, Data Processing Agreement, Acceptable Use Policy, and any documents expressly incorporated by reference, is entered into between Etechflow LLC, doing business as Cartio (“Cartio,” “we,” “us,” or “our”) and the individual or entity accepting this Agreement or otherwise accessing or using the Services (“Customer” or “you”). By creating an account, installing the Cartio app, clicking to accept, or using any part of the Services, you agree to be bound by this Agreement. If you are entering into this Agreement on behalf of a company or other legal entity, you represent that you have authority to bind that entity. The Services are offered solely for business use and may not be used for personal, family, or household purposes.
This Agreement governs Customer’s access to and use of the Cartio platform: an AI-powered revenue recovery and customer engagement suite for ecommerce stores, including abandoned cart recovery, failed payment recovery, customer winback, post-purchase upsells, post-purchase surveys, broadcast campaigns, and AI customer support, delivered across voice, WhatsApp, SMS, and email channels (collectively, the “Services”).
This Agreement is a binding legal contract. Customer agrees to contract electronically, and Customer’s electronic acceptance or use of the Services has the same force and effect as a handwritten signature.
“Platform” means Cartio’s hosted software, dashboards, APIs, AI models and integrations. “Customer Data” means data submitted to the Services by or on behalf of Customer, including store, order, and shopper data synced from Customer’s ecommerce platform. “End Customer” means a shopper or customer of the Customer’s store whom the Services contact or serve. “Telephony Provider” means the third-party voice and messaging carrier account through which calls and messages are transmitted. “Recovered Revenue” means revenue from orders attributed to the Services under the attribution rules described in the dashboard and documentation. “Order Form” means any ordering document or in-app purchase flow referencing this Agreement.
Cartio will make the Services available to Customer in accordance with this Agreement and the applicable plan. Cartio may improve, update, or modify features of the Services from time to time, provided the changes do not materially reduce the core functionality of the plan Customer has purchased.
The Services depend on integrations with third-party platforms, including Customer’s ecommerce platform and Telephony Provider. Cartio is not responsible for unavailability or changes in third-party services beyond its reasonable control, but will use commercially reasonable efforts to restore affected functionality.
Subject to this Agreement, Cartio grants Customer a limited, non-exclusive, non-transferable right to access and use the Services during the term for Customer’s own business purposes and only for stores Customer owns or operates.
Customer is responsible for all activity under its account, for maintaining the confidentiality of credentials and API keys, and for ensuring that its users comply with this Agreement. Customer must notify Cartio promptly of any suspected unauthorized access.
Customer is responsible for: (a) the accuracy, quality, and legality of Customer Data; (b) obtaining and documenting all consents required to contact End Customers by phone, SMS, WhatsApp, or email; (c) configuring the Services, including calling windows, message templates, discount rules, and channel selection, in a manner appropriate to Customer’s business and jurisdictions; and (d) maintaining sufficient balance and standing with its Telephony Provider so that calls and messages can be delivered.
Customer will not represent to End Customers that Cartio is the seller of record, and remains solely responsible for its products, order fulfilment, refunds, and customer relationships.
The Services place calls and send messages to End Customers on Customer’s behalf. Customer is the initiator of those communications for legal purposes and must comply with all applicable telemarketing, messaging, and privacy laws, including, where applicable, the TCPA, the Telemarketing Sales Rule, state telemarketing laws, CAN-SPAM, carrier and platform messaging policies, and equivalent laws in other jurisdictions.
Customer must honor opt-outs promptly. The Services automatically process standard opt-out keywords and do-not-contact requests, and Customer must not attempt to circumvent them. Customer is responsible for screening numbers against any do-not-call registries applicable to its business.
Cartio provides configurable safeguards such as quiet hours, frequency caps, and consent gating. These are tools, not legal advice, and their availability does not transfer Customer’s compliance obligations to Cartio.
Customer must not use the Services to: send unsolicited communications to persons who have no relationship with Customer’s store; contact numbers obtained from purchased or scraped lists; misrepresent the identity of the caller or sender; market products that are illegal in the End Customer’s jurisdiction; harass, defraud, or deceive any person; or probe, disrupt, or reverse engineer the Platform. The Acceptable Use Policy contains the full list of prohibited activities and is incorporated into this Agreement.
As between the parties, Customer owns all Customer Data. Customer grants Cartio a license to host, process, transmit, and display Customer Data solely to provide and improve the Services, to generate communications on Customer’s behalf, and as otherwise permitted by the Data Processing Agreement and Privacy Policy.
Cartio may use aggregated and de-identified data that does not identify Customer or any End Customer to operate, benchmark, and improve the Services.
On termination, Customer may export its data from the dashboard. Cartio will delete or de-identify Customer Data within a commercially reasonable period after termination, except as retention is required by law.
The Services use artificial intelligence to hold conversations, generate messages, and make outreach decisions. AI output is probabilistic: it may occasionally be inaccurate, incomplete, or phrased in ways Customer would not have chosen. Customer is responsible for reviewing its configuration, templates, and guardrails, and for the commercial decisions it makes based on AI output.
Where the Services disclose to End Customers that they are speaking with an automated or AI system, Customer must not configure the Services to remove or contradict that disclosure where such disclosure is required by law.
Cartio does not guarantee specific recovery rates, conversion rates, or revenue outcomes. Published figures such as average recovery ranges describe historical performance across the platform and are not a promise of Customer’s results.
Calls and messages are transmitted through a Telephony Provider account. Where Customer connects its own account, Customer pays the Telephony Provider directly at that provider’s published rates, and Cartio adds no markup on calls, messages, or phone numbers. Customer’s relationship with the Telephony Provider, including its terms, rates, number registration requirements, and billing, is solely between Customer and that provider.
If Customer’s Telephony Provider account is suspended, unfunded, or misconfigured, outbound communications will stop until it is restored. Cartio is not liable for revenue not recovered while Customer’s telephony account is unavailable.
The Services may interoperate with other third-party products chosen by Customer. Cartio does not warrant third-party products and is not responsible for their acts or omissions.
Cartio maintains administrative, technical, and organizational safeguards designed to protect Customer Data, including encryption in transit and at rest, access controls, and credential encryption. Details are described on the Security page.
Each party will comply with applicable data protection laws. The parties’ data processing obligations, including sub-processor terms and international transfer mechanisms, are set out in the Data Processing Agreement, which is incorporated into this Agreement where applicable law requires it.
Cartio plan pricing is described on the pricing page. Launch has no monthly subscription fee and charges recovery commission after the first five commission-free recoveries per store. Paid monthly plans also charge recovery commission at the rate stated for the plan. There is no setup fee. Phone-number rentals and channel usage are separate and subject to the rates, credits and limits shown for the selected services.
Cartio subscriptions and recovery commission are billed through Shopify. Cartio-managed phone numbers and usage use a prepaid balance; directly connected providers may bill Customer separately. Amounts are exclusive of taxes; Customer is responsible for applicable taxes other than taxes on Cartio’s income.
Performance fees are calculated from attributed Recovered Revenue as shown in the dashboard. If Customer believes an attribution is incorrect, it must raise a dispute within thirty (30) days of the charge, and the parties will review it in good faith. Except as required by law or expressly stated otherwise, fees are non-refundable; refund handling is described in the Refund Policy.
Cartio may change plan pricing with at least thirty (30) days’ notice; changes take effect at Customer’s next billing cycle.
Cartio provides support through the channels and response targets described in the Service Policy and the Customer’s plan. Cartio targets high availability for the Platform and publishes operational status on the status page. Scheduled maintenance will be performed, where practicable, outside peak commerce hours.
Cartio may suspend all or part of the Services immediately if: (a) Customer’s use violates the Acceptable Use Policy or communications compliance obligations and creates legal exposure or carrier risk; (b) suspension is necessary to protect the security or integrity of the Platform; (c) undisputed fees are overdue after notice; or (d) suspension is required by law or by a carrier or platform partner. Cartio will limit suspensions in scope and duration to what is reasonably necessary and will restore the Services promptly once the cause is resolved.
This Agreement starts when Customer first accepts it and continues until terminated. Subscriptions renew automatically each billing period until cancelled from the dashboard; cancellation takes effect at the end of the current period. Performance pricing may be ended by either party at any time, with performance fees payable on Recovered Revenue attributed before the effective end date.
Either party may terminate this Agreement for material breach that remains uncured thirty (30) days after written notice, or immediately if the other party becomes insolvent. Cartio may terminate immediately for serious violations of the communications compliance or prohibited use sections.
On termination: Customer’s access ends; unpaid fees for the period before termination become due; sections that by their nature should survive (including Customer Data, fees owed, disclaimers, indemnification, limitation of liability, and general terms) survive.
Each party warrants that it has the authority to enter into this Agreement. Cartio warrants that it will provide the Services with reasonable skill and care.
EXCEPT AS EXPRESSLY STATED, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” CARTIO DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. CARTIO DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT ANY PARTICULAR REVENUE OUTCOME WILL BE ACHIEVED.
Customer will defend and indemnify Cartio against third-party claims arising from: (a) Customer Data; (b) Customer’s products, store, or dealings with End Customers; or (c) communications sent at Customer’s direction without required consent or otherwise in violation of applicable law, except to the extent caused by Cartio’s breach of this Agreement.
Cartio will defend and indemnify Customer against third-party claims that the Platform, as provided by Cartio and used as permitted, infringes that third party’s intellectual property rights. If such a claim arises, Cartio may modify the Services, procure rights, or terminate the affected Services with a pro-rata refund of prepaid fees.
The indemnified party must give prompt notice, reasonable cooperation, and sole control of the defense to the indemnifying party.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY.
EXCEPT FOR CUSTOMER’S PAYMENT OBLIGATIONS, EITHER PARTY’S INDEMNIFICATION OBLIGATIONS, OR A PARTY’S GROSS NEGLIGENCE OR WILFUL MISCONDUCT, EACH PARTY’S TOTAL AGGREGATE LIABILITY UNDER THIS AGREEMENT IS LIMITED TO THE FEES PAID OR PAYABLE BY CUSTOMER TO CARTIO IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.
Nothing in this Agreement excludes liability that cannot be excluded under applicable law.
Cartio may update this Agreement from time to time. For material changes, Cartio will give at least thirty (30) days’ notice by email or in-app notice. Continued use of the Services after the effective date constitutes acceptance. If Customer does not agree to a material change, it may terminate before the change takes effect and receive a pro-rata refund of prepaid, unused subscription fees.
This Agreement is governed by the laws of the United States, without regard to conflict of law principles. The parties will first attempt in good faith to resolve any dispute informally by written notice and discussion within thirty (30) days before starting formal proceedings. Nothing prevents either party from seeking injunctive relief for misuse of intellectual property or confidential information.
Assignment: neither party may assign this Agreement without the other’s consent, except to an affiliate or in connection with a merger or sale of substantially all assets. Notices: legal notices to Cartio must be sent to the contact address on the Contact page; notices to Customer may be sent to the account email. Force majeure: neither party is liable for delay or failure caused by events beyond its reasonable control. Relationship: the parties are independent contractors. Severability: if a provision is unenforceable, the remainder stays in effect. Waiver: a failure to enforce a provision is not a waiver. Entire agreement: this Agreement, with the documents it incorporates, is the entire agreement between the parties regarding the Services and supersedes prior discussions. Order of precedence: an executed Order Form controls over this MSA for its subject matter; this MSA controls over incorporated policies.