Terms of service

1. The service

Cartnio (“Cartnio”, “we”) provides software for online stores to collect and display product reviews, photos, videos and questions, send review request and loyalty emails, and run points, rewards, VIP tier and referral programmes, together with the Cartnio WooCommerce plugin and widgets (the “Service”).

Cartnio is for businesses. You must be at least 18 and able to enter into a contract for the business you register.

2. Your account

• Keep your sign-in details and API keys secure; you are responsible for activity under your account. Tell us promptly at hello@cartnio.com if you think your account or a key has been compromised.
• Give accurate information and keep it up to date.
• You may add more than one store to an account. Each store’s plan and limits apply separately.

3. Plans, payment and cancellation

• The Free plan costs nothing and has the limits shown on our pricing page. Paid plans are billed in advance by Stripe on a recurring basis until cancelled.
• Prices are shown before you pay and exclude any taxes that apply. We may change prices for future billing periods with at least 30 days’ notice by email.
• You can upgrade, downgrade or cancel at any time from Plan & billing. Cancellation takes effect at the end of the current billing period, and you keep paid features until then. Except where the law requires, payments are non-refundable.
• If a payment fails, we will let you know. If it is not resolved, the store moves to the Free plan; your data is not deleted.

4. Using Cartnio fairly

Reviews are only useful if they are genuine. You agree that you will not:

• write, buy, or invite fake reviews, or post reviews pretending to be a customer;
• offer incentives for reviews that depend on the review being positive, or fail to disclose incentives where the law or a platform’s rules require it;
• hide or remove reviews only because they are negative in a way that misleads shoppers (you may moderate reviews that are abusive, unlawful, off-topic or contain personal data);
• import reviews you have no right to use, or label reviews as verified purchases without order evidence;
• send review or loyalty emails to people who have not bought from you or who have opted out, or otherwise break email and marketing laws;
• upload unlawful content, malware, or content that infringes someone else’s rights;
• try to access other merchants’ data, probe or overload the Service, or get around its limits or security; or
• resell the Service or use it to build a competing product.

You are responsible for complying with consumer protection, advertising and marketing laws that apply to your store, including rules on online reviews such as the UK Digital Markets, Competition and Consumers Act 2024 and the US FTC’s rule on consumer reviews.

5. Your data and your customers' data

You own your content and your customers’ data. You give us permission to host, process, display and send it only as needed to provide the Service to you, including showing published reviews in your widgets and structured data.

For your customers’ personal data, you are the controller and we are your processor. Our data processing agreement forms part of these terms and applies automatically. You are responsible for having a lawful basis to share customer data with Cartnio and for telling customers about it in your privacy policy (the WooCommerce plugin suggests text you can use).

You can export your reviews at any time. Shoppers who submit reviews grant you and Cartnio permission to display them in connection with your store.

6. Your loyalty programme

You decide your programme’s rules, rewards and tiers, and you are responsible for honouring rewards your customers earn and for the terms you show them. Cartnio records points and issues the coupons your rules describe; points have no cash value unless you say otherwise. If you pause or end a programme, tell your members in advance.

7. Third-party services

The Service works with platforms and tools such as WooCommerce, WordPress, Klaviyo, Google and Stripe. Your use of those services is governed by their own terms. We are not responsible for them, and Google alone decides whether review stars appear in its results.

8. Availability and changes

We work to keep Cartnio fast and available but do not promise uninterrupted service. We may improve or change features; if we remove a feature that a paid plan relies on, we will give reasonable notice and, where appropriate, a pro-rata refund.

9. Our intellectual property

Cartnio, its software, widgets, designs and brand belong to us. We grant you a non-exclusive, non-transferable right to use the Service and the WooCommerce plugin for your stores while your account is active. The WooCommerce plugin is licensed under the GPL as stated in its files. Suggestions you send us may be used freely.

10. Suspension and termination

You can close your account at any time by emailing hello@cartnio.com. We will delete your data as described in our privacy policy.

We may suspend or close an account that seriously or repeatedly breaks these terms, for example by publishing fake reviews or sending unlawful email, or where required by law. Where reasonable, we will warn you first and give you a chance to export your data.

11. Liability

Nothing in these terms limits liability that cannot be limited by law, such as for death or personal injury caused by negligence, or fraud.

Otherwise, neither of us is liable for indirect or consequential loss, or for lost profits, revenue or data, and each party’s total liability arising from these terms in any 12 months is limited to the greater of the fees you paid us in that period and £100.

You will compensate us for claims brought by third parties arising from content you upload, emails you instruct us to send, or your breach of the “Using Cartnio fairly” section.

12. General

• We may update these terms. For material changes, we will email you at least 30 days before they apply; continuing to use Cartnio after that means you accept them.
• These terms are governed by the laws of England and Wales, whose courts have exclusive jurisdiction, unless the law where you are based gives you the right to bring proceedings there.
• If any part of these terms is found unenforceable, the rest still applies. Not enforcing a right straight away does not waive it.
• Contact: hello@cartnio.com.