Purpose
These terms apply when you use Duale AI: SaaS platform, credits, free tier, sovereign deployment, consulting, integration, training, support.
Who is covered: individuals and businesses. Specific rules are marked [Consumers] or [Businesses].
By ordering, you accept these terms.
Duale AI - SAS with capital of €10,000 - Paris Trade Registry 994 521 128 - 60 rue François 1er, 75008 Paris, France - contact+legal@mail.duale.ai
Import taxes if applicable: your responsibility.
Pricing
Prices displayed on our website in euros (excluding and including VAT).
Price changes: 30 days notice by email. You may cancel without fees before the effective date. Already purchased credits: purchase price maintained.
[Businesses] Late payment: penalties at ECB rate + 10 points + €40 per invoice (art. L441-10 French Commercial Code).
Orders
- Create an account
- Choose your credits (minimum €25 excluding VAT)
- Pay by card
- Check “I accept the Terms and Conditions”
Order validated after payment. We may refuse if you have outstanding payments.
Payment
Credit card only. Secure payment. Service activated after receipt.
Duration and Termination
Prepaid Credits
One-time purchase, no automatic renewal. Credits are valid for 12 months from purchase. Upon expiration, unused credits are forfeited.
Subscriptions (if offered)
Open-ended contract with monthly billing. Cancel anytime from your account, effective at the end of the current month. No automatic renewal (monthly billing, no commitment).
[Consumers - Chatel Law, art. L215-1 French Consumer Code] If a fixed-term subscription with automatic renewal is offered, we will notify you by dedicated email between 3 months and 1 month before expiration, with the deadline to opt out. If not notified, you may cancel anytime without fees.
Service Activation
After payment: confirmation email + invoice within 24h.
[Consumers] Credits available immediately if you requested immediate activation (see Withdrawal). Otherwise, credits available after the 14-day withdrawal period expires.
[Businesses] Credits available immediately.
Activation failure: if service is unavailable within 7 days, Customer may cancel and obtain a refund within 14 days.
Complaints: contact+support@mail.duale.ai (within 30 days).
Withdrawal (Cancellation)
[Consumers] You have 14 days to change your mind and cancel (art. L221-18 French Consumer Code).
Exception (art. L221-28, 13°): When ordering, you may request immediate credit activation by checking the box: “I expressly request immediate activation of my credits and expressly acknowledge losing my 14-day withdrawal right.” In this case, pursuant to articles L221-28 and L221-9 of the French Consumer Code, you waive your withdrawal right.
How to cancel (if you did not request immediate activation): Withdrawal form or email to contact+legal@mail.duale.ai. Refund within 14 days.
[Businesses] No withdrawal right.
Warranties and Liability
Your Warranties
[Consumers] You benefit from the legal conformity warranty for digital services (art. L224-25-12 et seq. French Consumer Code). This warranty covers conformity defects appearing during the entire service provision period. You are entitled to free conformity restoration, or failing that, a price reduction or contract termination. We provide updates necessary to maintain conformity throughout the contract (art. L224-25-25). Legal action: 5 years from knowledge of defect. Contact: contact+support@mail.duale.ai. Response within 30 days.
Our Liability
[Businesses] Our liability is limited to what you paid over the last 12 months. We are not liable for indirect losses (revenue, reputation) or AI-produced results. This limitation does not apply in case of gross negligence, fraud, or personal injury.
Force Majeure
Natural disasters, widespread internet outages, pandemics, wars: we are not liable. If the situation lasts more than 30 days, either party may terminate and amounts paid are refunded.
Territory
Service compliant with French law. If you use it elsewhere, verifying local legality is your responsibility.
Your Personal Data
Data Collected and Legal Bases (art. 6 GDPR)
Data Processing
- Your prompts and files pass through our platform to call AI models
- Your documents are stored and indexed for agent search
- Internet searches performed to enrich responses
You remain responsible for content you import.
Subprocessors: payment, cloud hosting. Complete list and location: List of Subprocessors
Transfers outside Europe: United States: covered by EU-US Data Privacy Framework (adequacy decision of 10/07/2023). Other countries: standard contractual clauses (SCC 2021) with supplementary measures if necessary.
Retention
- Account: contract duration + 5 years
- Invoices: 10 years
- Your documents and prompts: deleted 30 days after contract end
- Logs: 1 year
Delete your data: in the interface or contact+privacy@mail.duale.ai
Your Rights
Access, rectification, deletion, portability, objection. Contact: contact+privacy@mail.duale.ai (response within 30 days).
Complaint: https://www.cnil.fr
[Businesses] If you process personal data of your customers via our platform, see Data Processing for Businesses.
AI Models
Operation
Customer connects their own API keys to providers of their choice (OpenAI, Anthropic, Mistral, Google…). Duale AI handles call orchestration. These external models are not Duale AI property.
Internal models: Duale AI also uses open source models hosted on its European infrastructure for document processing (storage, indexing, search) and web search result ranking.
Responsibility Allocation
- AI model providers (OpenAI, etc.): operation and performance of their models
- Customer: model selection, submitted data, result verification
- Duale AI: technical platform, internal models, infrastructure
No Warranty on AI Results
AI responses may contain errors, inaccuracies, or “hallucinations” (invented information presented as true). These are not professional advice (legal, medical, financial, etc.).
Verification obligation: You must systematically verify results before any use, especially for important decisions. Customer remains solely responsible for how they use generated content.
Not recommended for: Medical, legal, or financial decisions without validation by a qualified professional; safety-critical systems.
Usage Reports
You have access to your stats: requests, tokens, costs.
AI Literacy (AI Act)
Since February 2, 2025, Regulation (EU) 2024/1689 requires AI system users to have sufficient “AI literacy.” Training your teams who use the platform is your responsibility.
Intellectual Property
Our content: Content on the Duale AI website (texts, images, code, trademarks) belongs to us. Reproduction prohibited without authorization.
Your data: You retain all rights to data you import into the platform.
AI-generated content: Under current French and European law, AI-generated content without creative human intervention is not protectable by copyright. You may freely use generated results, but:
- Duale AI does not guarantee these contents do not infringe third-party rights
- You are responsible for verifying absence of plagiarism or infringement before commercial use
- In case of third-party claims, you indemnify us against any action related to your use of generated content
Governing Law
French law. In case of translation, French prevails.
Disputes
Contact: contact+support@mail.duale.ai
[Consumers] You may use a free mediator: CM2C (Centre de Médiation de la Consommation de Conciliateurs de Justice) - https://www.cm2c.net - cm2c@cm2c.net - registered with CECMC.
Courts:
- [Consumers] Your city or Paris, your choice
- [Businesses] Paris only
Withdrawal Form
[Consumers] Model withdrawal form (art. L221-5, 7° and annex to article R221-1 French Consumer Code).
Please complete and return this form only if you wish to withdraw from the contract, and if you did not request immediate activation with waiver of your withdrawal right.
To: Duale AI - SAS with capital of €10,000 - 60 rue François 1er, 75008 Paris, France - contact+legal@mail.duale.ai
I/We (*) hereby notify you of my/our (*) withdrawal from the contract for the provision of services below:
- Ordered on: ___
- Order number: ___
- Consumer name(s): ___
- Consumer address(es): ___
- Email: ___
Date: ___
Consumer signature(s) (only for paper notification): ___
(*) Delete as appropriate.
Availability and Support
No guaranteed SLA. We do our best (best effort).
- Target availability: 24/7
- Possible interruptions: maintenance, outages, provider issues
- Support: contact+support@mail.duale.ai (no guaranteed response time)
Data Processing for Businesses
[Businesses] If you use Duale AI to process personal data of your own customers/users, this section applies pursuant to article 28 GDPR.
Roles and Definitions
- You (the Customer) are the “data controller”: you decide what data to process and why
- We (Duale AI) are the “data processor”: we process this data only according to your documented instructions
Subject Matter and Processing Description
Our Obligations (Processor)
- Documented instructions only - We process your data only according to your written instructions. If an instruction seems contrary to GDPR or other legislation, we inform you immediately.
- Confidentiality - Our teams are bound by contractual or legal confidentiality obligations.
- Security (art. 32 GDPR) - Encryption in transit (TLS 1.3) and at rest (AES-256), role-based access controls, access logging, regular security testing.
- Sub-processors - List of Subprocessors. Notification 30 days before (EU) or 90 days before (non-EU) any change. You may object in writing within this period. Sub-processors are bound by the same obligations.
- GDPR Assistance - We assist you in responding to data subject rights requests (access, rectification, deletion, portability) and for impact assessments (DPIA).
- Audits - Upon written request with reasonable notice (30 days), you may audit our compliance or appoint a third party. Costs at your expense unless non-compliance is found.
- Contract termination - At your choice: deletion or return of all data in standard format, free of charge, within 30 days (Data Act). Destruction certificate on request.
Your Obligations (Controller)
- Provide lawful and documented instructions
- Ensure you have a legal basis for processing
- Not import unlawful data or special categories (health, political opinions, etc.) without appropriate safeguards
- Inform your data subjects of using Duale AI as processor
Breach Notification (art. 33 GDPR)
In case of personal data breach, we notify you within 24 hours of becoming aware. This notification includes: nature of breach, categories and approximate number of data subjects affected, likely consequences, measures taken or proposed.
Transfers Outside Europe
See Your Personal Data. For transfers to the United States: coverage by EU-US Data Privacy Framework (adequacy decision of 10/07/2023). For other countries: standard contractual clauses (SCC 2021) with supplementary measures if necessary.