Terms and conditions for SaaS service

Purpose

These terms apply when you use Duale AI: SaaS platform, prepaid credits when offered, customer-managed deployment when agreed, consulting, integration, training, and 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 the offer or prepaid credits shown at checkout or in the signed order form
• 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 unless the applicable order says otherwise. The validity period and expiration rules for prepaid credits are shown at checkout or in the signed order form.

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 or paid services are available immediately if you requested immediate activation (see Withdrawal). Otherwise, they are available after the 14-day withdrawal period expires.

[Businesses] Credits or paid services are 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 activation of credits or digital services by checking the box: “I expressly request immediate activation of the ordered digital service 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: hosting, network protection, payment, support. Complete list: List of subprocessors handling personal data

Transfers outside the European Economic Area: Data Privacy Framework where it applies, or 2021 standard contractual clauses with supplementary measures where required.

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 access keys to providers of their choice. 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 usage information where it is available in the service or order scope.

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 service-level agreement. We provide the service on a reasonable-efforts basis unless the applicable order says otherwise.

• Target availability: 24/7 on a reasonable-efforts basis
• 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 and at rest where supported, role-based access controls where available, access logging where configured, and regular security testing.
• Subprocessors - List of subprocessors handling personal data. Notification 30 days before if the subprocessor is in the European Economic Area, or 90 days before if outside the European Economic Area. You may 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) 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 confirmed personal data breach in our processor scope, we notify you without undue delay and according to the applicable order. 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. 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.