Terms of Service

1. Acceptance of terms

By signing up for or using Carot ('the Service'), you ('Merchant') agree to be bound by these Terms of Service. If you don't agree, you can't use the Service.

These Terms apply to every account created under your registered business name, every team member you invite, every API token you generate, and every webhook you configure.

We may update these Terms occasionally. Material changes are emailed to your registered contact email at least 14 days before they take effect.

2. Your account

You must be at least 18 years old and legally able to enter contracts in your jurisdiction. Carot is for business use only - personal/consumer accounts will be suspended.

You're responsible for keeping your password secure and for everything that happens under your account. Notify [email protected] immediately if you suspect unauthorized access.

One business = one paid account. Multiple stores under the same business are allowed via the 'Switch store' feature.

3. Plans, billing & refunds

Plans are available on monthly or annual billing. Annual billing carries a 20% discount and is paid upfront.

Pricing in EGP. VAT (14%) is added at checkout where applicable.

You can upgrade anytime - the new plan applies immediately and the prorated difference is charged on your next invoice. Downgrades take effect at the end of the current billing cycle.

We offer a 30-day money-back guarantee on first-time annual purchases. Monthly subscriptions are not refundable for partial months but you can cancel anytime to stop renewal.

Past-due accounts: services pause after 7 days. Data is preserved for 90 days; after that it may be permanently deleted.

4. Acceptable use

You may NOT use Carot to:

Send spam, phishing, scams, or any messages that violate Meta's, TikTok's, or Telegram's terms

Sell illegal products, controlled substances, weapons, counterfeit goods, or anything prohibited by Egyptian law

Distribute malware, harvest customer data without consent, or impersonate another business

Run multi-level marketing schemes, gambling without a license, or 'pump and dump' financial schemes

Violations result in account suspension. Repeated or serious violations may be reported to law enforcement.

5. Your content & intellectual property

You own everything you upload: products, photos, customer data, conversation history, branding assets. We won't sell your content or use it to train external models.

Carot owns the platform itself: the code, the bot AI models, the design system, the brand. You get a license to use the Service but not to copy or resell it.

We may use anonymized, aggregated usage data (e.g. 'average reply time across all merchants') for product improvement and marketing. Individual merchant data is never shared.

6. AI features (Co-pilot)

Carot's AI features (Co-pilot reply suggestions and automatic AI replies) run on OpenAI's models, with Anthropic's Claude as a backup when OpenAI is unavailable. Conversation text, and voice notes for transcription, are sent to these providers for processing.

If you connect your own AI key (OpenAI, Anthropic or Google Gemini), requests go to that provider under your own account and its terms.

Under their API terms, OpenAI and Anthropic do not use API data to train their models.

AI output can be wrong. You review Co-pilot drafts before sending them; if you turn on automatic AI replies, they are sent without review. Carot is not liable for incorrect AI suggestions you choose to send or automatic replies you choose to turn on.

You can disable Co-pilot anytime in Bot Settings.

7. Service availability (SLA)

We target 99.9% monthly uptime for Pro and Enterprise plans, 99.5% for Free and Starter.

Scheduled maintenance is announced 48 hours in advance and runs in low-traffic windows (3-5 AM Cairo time).

If we miss our SLA in a billing month, Pro and Enterprise customers get prorated credits applied to the next invoice automatically.

8. Termination

You can delete your account anytime from Settings → Danger zone. Export your data first - deletion is permanent.

We may suspend or terminate your account if you violate these Terms, abuse the platform, or fail to pay for 30+ days. We'll give written notice except in cases of fraud or legal violations.

On termination, you have 90 days to export your data. After that, we securely delete everything except what we're legally required to keep (e.g. invoices for tax purposes).

9. Limitation of liability

Carot is provided 'as is' without warranties beyond those required by Egyptian law.

Our total liability for any claim is limited to the fees you paid in the 12 months before the claim arose.

We're not liable for indirect damages: lost profits, missed sales, customer relationships, or business interruption caused by third-party platforms (Meta, TikTok, etc.) failing.

10. Governing law

These Terms are governed by the laws of the Arab Republic of Egypt.

Disputes are resolved first by negotiation. If that fails, by mediation in Cairo. If still unresolved, by the Egyptian commercial courts of Cairo.

Contact: [email protected] for any legal correspondence.