--- title: "Terms and conditions for SaaS service" description: "Defines Duale AI's terms of service, pricing, cancellation policies, warranties, liability limits, GDPR data handling, and dispute process for consumers and businesses." lang: en lastUpdated: 2026-06-07 url: https://duale.ai/en/legal/cgv --- ## AI-generated summary This page sets Duale AI’s Terms and Conditions, explaining the SaaS service scope, pricing and price‑change notice, purchase options, cancellation and withdrawal rights, liability limits, data processing and retention, AI model responsibilities, and dispute resolution, so users know their rights and obligations. - Prices are displayed in euros (including and excluding VAT) on the website; any price changes require a 30‑day email notice and you may cancel before the new price takes effect. - Prepaid credit purchases are one‑time with no automatic renewal; subscription contracts are month‑to‑month and can be cancelled via the account, ending at month’s end - Consumers have a 14‑day withdrawal right unless they explicitly request immediate activation of digital services, which waives that right; businesses have no withdrawal right - Duale AI’s liability to businesses is capped at the amount paid in the last 12 months and excludes indirect losses, but not for gross negligence, fraud, or personal injury - Prompts, documents and logs are processed to run AI agents; prompts/documents are kept 30 days after contract end, logs one year, and data may be transferred outside EEA under SCCs Summaries were generated by AI. Generative AI is experimental. --- ## 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 - Import taxes if applicable: your responsibility. ## Pricing Prices displayed on [our website](https://duale.ai/en/home.md) 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:** (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 . 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: . 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 | Purpose | Legal Basis | | -------------------------- | -------------------------------- | --------------------------------- | | Name, email, address | Manage your account and bill you | Contract performance (art. 6.1.b) | | Payment | Process your purchases | Contract performance (art. 6.1.b) | | Your prompts and documents | Operate AI agents | Contract performance (art. 6.1.b) | | Logs, IP | Security and fraud prevention | Legitimate interest (art. 6.1.f) | | Marketing | Commercial communications | Consent (art. 6.1.a) | ### 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](https://duale.ai/en/legal/subprocessors.md) **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 ### Your Rights Access, rectification, deletion, portability, objection. Contact: (response within 30 days). Complaint: **[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](https://duale.ai/en/home.md) (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:** **[Consumers]** You may use a free mediator: CM2C (Centre de Médiation de la Consommation de Conciliateurs de Justice) - - - 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 - 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: (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 | Element | Description | | --------------------------- | --------------------------------------------------------------------- | | **Subject matter** | Provision of SaaS platform for AI agent orchestration | | **Duration** | Service contract duration | | **Nature** | Storage, indexing, vector search, transmission to AI models | | **Purpose** | Enable AI agent operation on Customer's behalf | | **Data types** | Data you import: texts, documents, prompts, associated metadata | | **Data subject categories** | Your customers, users, employees, or any person whose data you import | ### 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](https://duale.ai/en/legal/subprocessors.md). 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. ## Related content - [Terms of Use for platform services](https://duale.ai/en/legal/cgu.md) - [Privacy policy and data protection details](https://duale.ai/en/legal/privacy.md) - [List of subprocessors handling personal data](https://duale.ai/en/legal/subprocessors.md) - [Pricing for reliable AI agent orchestration runtime](https://duale.ai/en/product/pricing.md) - [Security Trust Center for production AI agents](https://duale.ai/en/product/security.md) - [Govern AI agents in production with shared operating signals](https://duale.ai/en/solutions/governance.md) --- ## Sitemap See the full [Markdown sitemap](https://duale.ai/sitemap.md) for all pages.