Terms of Sale: pricing, prepaid wallet, and termination

Purpose

These terms apply to the SaaS AI agent orchestration platform, paid for with prepaid credits. They cover no other service.

Who is covered: businesses only. You buy for the purposes of your professional activity, in your company’s name.

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

Which documents form your contract

Your contract with Duale AI is made up of six documents:

1. The checkout summary you validate before each purchase. It states the amount and the automatic reload setting you chose. It can neither create an obligation absent from these terms nor cut back a right they give you.
2. These terms of sale.
3. The terms of use.
4. Scope and limits, which states the Platform’s intended purpose, the excluded uses, and how the system behaves at its edges.
5. The Subprocessors list.
6. The Privacy notice.

If two documents contradict each other, the one higher in this list prevails, and only on the contradicted point. Everything else keeps applying.

Terms the terms of use define keep the same meaning here, whether these terms of sale capitalize them or not.

We show you the summary before you pay. We email you a copy and we keep one.

The invoice creates no new obligation. It confirms a purchase already concluded. If an invoice line contradicts the documents above, those documents prevail.

We do not sign order forms. No other document enters your contract unless Duale AI signs it.

Pricing

Prices displayed in euros excluding VAT. VAT is added according to your situation.

These terms define how the Task price applies. They do not state a numeric Task price.

The price is fixed per Task, whatever its duration. Each accepted continuation is another Task. A ten-day Task costs the same as a thirty-minute Task.

Price changes: 30 days’ notice by email. Your credits are denominated in euros: a price change alters what each task consumes, not the value of your balance. The price in force on the day of submission applies. You can stop reloading before the effective date.

Payment in advance. Duale AI grants no payment terms.

Prepaid wallet

How it works. You create an account, you load your wallet in euros, you accept these terms. Duale AI debits each accepted Task once, whatever its outcome: it delivers an answer, it fails, before or after Duale AI starts it, including a failure on our side, or you Stop it, even before Duale AI starts it. A Task that Duale AI refuses, or that ends before Duale AI starts it, while your balance is insufficient is not debited, and a request that Duale AI rejects when you submit it never becomes a Task. When the balance reaches zero, the service stops. You receive an invoice on each reload.

No balance, no service. Duale AI refuses to run a Task submitted with an insufficient balance, ends it with an explicit error message, and does not debit it.

The balance can go slightly negative. The stop is not instantaneous: a task already running can finish and take your balance below zero. Duale AI deducts that amount from your next reload. Duale AI claims nothing from you and charges no penalty if you never reload.

Automatic reload. Duale AI reloads your wallet once per depletion, by the amount you chose. Only you set and change that amount. You switch automatic reload off whenever you want, from your account.

Your card is enrolled with strong authentication, following our payment provider’s rules. Later reloads rely on that mandate.

Model calls do not go through this wallet. You contract directly with your model providers and you pay them directly. The Duale AI price covers orchestration, not the consumption of the models in your pool.

No subscription. Duale AI offers no subscription and no commitment period.

Payment

You pay by credit card through a secure payment process. Credits become available after Duale AI receives the payment.

Duale AI sends the confirmation email and invoice within 24 hours after payment.

Reporting a problem. Write to contact+support@mail.duale.ai, ideally within 30 days. That deadline reduces neither your legal rights nor the 5-year limitation period.

Duration and termination

Your contract starts when you create your account. It has no fixed term and you take on no commitment period. You buy credits when you want, or never.

You terminate whenever you want. Close your account from your customer area or write to contact+support@mail.duale.ai. No notice, no fee. Within 24 hours, Duale AI stops accepting new Tasks and confirms by email. Tasks already running go to their end, unless an authorized caller requests a Stop and that Stop takes effect.

We terminate without fault on your part with 3 months’ notice. During those 3 months the service continues and you can spend your credits.

We suspend or terminate immediately in case of fraud, attack on platform security, use prohibited by the terms of use, or an order from an authority. We write you the reason the same day. You can contest it at contact+appeals@mail.duale.ai; we answer within 15 days.

What happens to your balance

You terminate. We refund your unused balance within 14 days, to the payment method you used for the purchase. We withhold no fee.

We terminate without fault on your part. Same rule: full refund within 14 days.

We terminate for fraud, security breach, or prohibited use. We refund your unused balance, less what you owe us and the damage you caused us. We send you the itemized calculation. We never confiscate a balance.

Refunds go by credit note then by return transfer to the original payment method. We never send a refund to anyone other than the payer.

Availability

We run the platform and we execute the tasks you submit. We promise no figure for uptime.

• We aim for a service available 24/7. We do not guarantee it.
• We sometimes take the service down for maintenance. We warn you 48h ahead by email. For a security emergency we take it down without notice and explain afterwards.
• An outage can come from our providers. We treat it as an outage on our side: we inform you and we restore the service.

A model provider, SDK Tool Host, or MCP server that the Customer selects is not one of Duale AI’s infrastructure providers for this clause. Its failure is not, by itself, Platform unavailability. A failure in Duale AI’s supported handoff to that selected system remains a Platform failure.

A request we never accept costs you nothing. We debit each Task we accepted once, however it ends, including a Task that fails on our side or that you stop, even before we start it. We never debit a Task that we refuse, or that ends before we start it, while your balance is insufficient. If we debit a request that never became a Task, or such a Task, we credit it back without your having to ask.

If the service is unavailable for more than 72 consecutive hours, you can terminate immediately. We then refund your balance in full.

Support: contact+support@mail.duale.ai. We do not guarantee a response time.

Warranties and liability

Our liability

Duale AI compensates the direct damage the Customer proves.

Cap. Over a rolling twelve months, across all claims combined, Duale AI owes no more than the amounts you paid during the twelve months preceding the event giving rise to the claim.

What Duale AI does not pay. Neither lost revenue, nor lost margin, nor reputational harm, nor loss of opportunity. Nor the outputs produced by the models in your pool.

What the cap never covers:

• Gross negligence (faute lourde) or willful misconduct (dol) by Duale AI
• Serious and established breach of GDPR obligations that caused damage
• Personal injury
• Product liability for defective products, towards the injured natural person

On that last point, the cap applies only so far as the law allows. Article 1245-14 of the French Civil Code treats as unwritten any clause excluding product liability, except for damage to goods not put to private use. Directive (EU) 2024/2853, to be transposed by December 9, 2026, at the latest, will reserve compensation to natural persons for products placed on the market after that date.

The cap above settles accounts between us. It settles nothing towards a third party suing us directly.

Force majeure

Neither party is liable for a failure caused by force majeure within the meaning of Article 1218 of the French Civil Code. All three of the following conditions must be met:

• the event is beyond the control of the party concerned;
• that event was not reasonably foreseeable when that party entered the contract;
• it cannot avoid the effects by appropriate measures.

Examples: natural disaster, war, pandemic, widespread cyberattack, major internet infrastructure failure, government action. Economic or financial hardship alone does not constitute force majeure.

If the impediment is temporary, performance is suspended. If it is permanent or lasts more than 30 days, either party has the right to terminate with 15 days’ notice. Duale AI then refunds the unused balance. No other compensation is due.

Evidence and cooperation

Ordinary rules of evidence apply. Under Article 11 of the French Code of Civil Procedure (opens in a new tab), a court can order a party to produce evidence and can draw consequences from an abstention or refusal to cooperate with an evidentiary measure. The mere absence of a log creates no automatic or symmetric presumption that the Platform or the Customer was at fault. Both parties keep the material they need to establish and defend their rights.

What Duale AI keeps, and for how long. Duale AI keeps for twelve months after each recorded Provider Attempt: the provider and model identifiers, call timestamps, and root Task identifier. These records contain no message content, but they are not a complete Provider Attempt or Runtime Route history. They outlive the contract. A successful Stop also records the identity, a person or an Agent Identity, that requested it, the time, and the caller-supplied reason with the Task execution record. That reason is content-bearing text. The audit-log policy targets twelve months, but current controls do not enforce a maximum retention period for this record.

What Duale AI does not keep. Neither the reason a model was selected, nor the version of the routing algorithm. You therefore cannot compare two runs of the same agent on the routing decision after the fact.

What you keep. Your agents’ instructions and their versions, the Model Route list you authorized and each change to it, and your human review decisions.

Cooperation. If either party receives a claim, a formal notice, or a summons connected to the Platform, it notifies the other within five business days. Each hands the other, within fifteen days, the material it holds that serves the defence.

Confidentiality. Each party asks the court for the measures that protect its trade secrets. Neither refuses to produce a document on the sole ground that it is confidential.

How this evidence rule relates to deletion. The Contract termination clause in the data processing agreement below requires Customer Content, Outputs, and content-bearing technical traces to be returned or deleted after the processing services end. Only the content-free Provider Attempt metadata above can outlive them under this clause, to establish and defend legal rights. The Privacy Policy discloses that the current implementation has no qualified Tenant-specific completion deadline for every content-bearing trace, Stop record, and portable Web-session cache value.

Use outside France

Duale AI designs the service for French and European Union law. If you use it in another country, satisfying yourself that it is lawful there is your responsibility.

AI models

How it works

The Customer connects its own access keys to providers of its choice. Duale AI orchestrates the calls. These external models do not belong to Duale AI.

Internal models: Duale AI also uses open source models hosted on its European infrastructure to perform analysis and add intelligence to the Platform.

Who chooses what

• You declare the authorized model pool, supply provider keys, select and authorize remote MCP servers, supply the data, and decide where to place human oversight.
• Duale AI provides the platform, the infrastructure, its internal models, and the routing algorithm that selects an eligible Model Route for each model turn and can make several Provider Attempts on that Runtime Route. A later turn can select another eligible route from your pool. Duale AI answers for that ranking and its execution, not for the content the models produce.
• The model providers answer for the operation of their models.
• The remote MCP service providers answer for the operation and data processing of the servers you select.

Model skill labels describe capabilities measured on public benchmarks. They do not describe uses Duale AI offers you. The list of prohibited uses in the terms of use prevails over those labels.

Scope and limits states the Platform’s intended purpose, the excluded uses, and how the system behaves at its edges.

No warranty on AI outputs

AI responses can contain errors or “hallucinations” (invented information presented as true). They are not legal, medical, financial, or other professional advice and do not replace advice from a qualified professional.

You decide on human oversight. The platform imposes none and provides none. For an SDK Tool, you can enforce your review policy in your code. For a remote MCP Tool, you must enforce it in the remote system or a separate customer-controlled process. You remain solely responsible for how you use generated content.

Usage analytics

You view your usage analytics in the web interface. A tenant administrator exports the audit log from that interface, in a standard format.

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: content generated by AI without significant human creative input does not necessarily qualify for copyright protection under current French and European law. The outputs belong to you on the terms set by Content and Outputs in the terms of use. Subject to that:

• Duale AI does not guarantee these contents do not infringe third-party rights
• You are responsible for verifying absence of infringement before any commercial use

Who reimburses whom when a third party sues, outside the cap

This section falls outside the liability cap, in both directions. Read it before you sign.

A third party obtains compensation from Duale AI. If the damage stems from your instructions, the pool you declared, the data you submitted, or a prohibited use, you reimburse Duale AI: compensation paid, legal costs, attorney fees.

The reverse applies. When a third party obtains compensation from you and the damage stems from a defect in the platform, Duale AI reimburses you on the same terms.

Each party involves the other in its defence. Neither party settles, on its own, a claim that implicates the other.

Your personal data

This section separates personal data Duale AI controls from Customer data it processes on your behalf.

Data collected and legal bases (art. 6 GDPR)

Data Duale AI controls

Customer data processed on your behalf

Processing your data

• Your prompts and files pass through our platform to call AI models.
• Your documents are stored and indexed for agent search.
• Internet searches are performed to enrich responses.

You remain responsible for content you import.

Our subprocessors: hosting, network protection, payment, support. Complete list: Subprocessors

The model providers you call with your own keys are not our subprocessors. They are your recipients, and putting that transfer on a lawful footing is your responsibility.

Transfers outside the European Economic Area: see the “Transfers outside the European Economic Area” section in the data processing agreement below.

Retention

The full table of durations is in the Privacy notice. The data processing agreement requires your documents, prompts, Outputs, and content-bearing technical traces to be returned or deleted after the processing services end. The Privacy Policy discloses the current operational qualification gap and the absence of a qualified completion deadline across every retained copy.

Delete your data: in the interface or contact+privacy@mail.duale.ai

Your rights

For personal data Duale AI controls, you have rights of access, rectification, deletion, portability, and objection. Contact contact+privacy@mail.duale.ai; Duale AI responds within one month. You can also complain to https://www.cnil.fr (opens in a new tab).

If you process your customers’ personal data through the Platform, the data processing agreement below applies.

Data processing agreement (Article 28 GDPR)

This section applies if you use Duale AI to process personal data of your own customers or users. You are then the data controller, we are your processor.

Subject matter and processing description

Our obligations (processor)

• Documented instructions only - We process your data only according to your written instructions, including for transfers outside the European Economic Area. If an instruction seems contrary to GDPR or other legislation, we inform you immediately. Where Union or Member State law requires us to process otherwise, we inform you of that legal requirement before processing, unless that law prohibits the information on important grounds of public interest.

• Confidentiality - Our teams are bound by contractual or legal confidentiality obligations.

• Security (art. 32 GDPR)

  • Customer-facing Platform paths use TLS.
  • Library documents and derived search data, database backups, and reporting copies have application-level encryption at rest.
  • Page access can cache eligible tenant-scoped resources from public pages for about seven days without application-level encryption at rest. Requests that contain cookies or authorization credentials bypass only that public-page cache.
  • When the Customer requests session reuse, a separate tenant-, Task-, Agent Identity-, and session-scoped cache stores the portable cookie and origin-storage state. Its logical reuse boundary is 30 days after the latest accepted save. Physical cache expiry can occur later under bounded upward jitter, and no application-level encryption-at-rest guarantee or Tenant-specific deadline for permanent deletion is published for that value.
  • Duale AI requires multi-factor authentication for sensitive account changes, per-Customer data separation, and role-based access controls.
  • Code an AI Agent writes receives fresh writable sandbox state that is not exposed through a later run.
  • Duale AI logs Tool routing dispatch decisions by name by default.

• Subprocessors - Subprocessors list. Notification 30 days before if the subprocessor is in the European Economic Area, or 90 days before if outside the European Economic Area. You have the right to object in writing within this period. Subprocessors are bound by the same obligations.

• GDPR assistance - We assist you in responding to data subject rights requests (access, rectification, deletion, portability), with impact assessments (DPIA) and, where the assessment calls for it, with prior consultation of the supervisory authority (Article 36 GDPR).

• Proof of compliance - On written request, and without a prior audit, we hand you the information needed to demonstrate compliance with the obligations in this section.

• Audits - You ask us for an audit in writing, with reasonable notice of 30 days. You audit our compliance yourself or you appoint a third party. You bear the costs, unless the audit establishes non-compliance: in that case, Duale AI bears them.

• Contract termination - At your choice, after the processing services end, we delete or return all personal data processed on your behalf and delete existing copies, unless Union or Member State law requires storage (Article 28(3)(g) GDPR). We continue to protect the data under this section until deletion or return completes.

  The current implementation has not qualified a Tenant-specific completion deadline across every content-bearing technical trace, Stop record, and portable Web-session cache value; the Privacy Policy discloses those controls. Controller records for account, billing, and security purposes remain subject to that policy and applicable law.

  A tenant administrator can export the audit log from the web interface in a standard format. You view usage analytics in the web interface; you cannot export it through the API.

Your obligations (controller)

• Provide lawful and documented instructions
• Ensure you have a legal basis for processing
• Not import unlawful data or special categories, such as health data or political opinions, without appropriate safeguards
• Inform your data subjects of using Duale AI as processor

Breach notification (art. 33 GDPR)

After we become aware of a personal data breach within our processor scope, we notify you without undue delay. Based on the information available at the time, the notification states the nature of the breach; where possible, the categories and approximate number of affected data subjects and personal-data records; a contact point for more information; the likely consequences; and the measures taken or proposed. If all information is not available at once, we provide it in phases without undue further delay.

Transfers outside the European Economic Area

Transfers outside the European Economic Area rely on the Data Privacy Framework where it applies, or on the 2021 standard contractual clauses with supplementary measures where required. Each subprocessor’s processing location is listed in Subprocessors.

Governing law

French law. In case of translation, French prevails.

If something goes wrong

Contact: contact+support@mail.duale.ai

Courts: Paris.