1. Definitions
“Customer”: the business that subscribes to the service. “Users”: the people the customer authorizes to use its account. “End customers”: the people who communicate with the customer through the service, for example in its widget.
“Customer content”: the conversations, sources, data and files that the customer or its end customers entrust to the service. “AI output”: the answers and suggestions produced by Sol. “Contract documents”: these terms, the data processing addendum, the conversation bank appendix and the accepted order.
2. Acceptance, versions and language
The customer accepts the version of the terms presented at sign-up or purchase. We keep the accepted version, its language and its date. The French version is provided before acceptance; the customer may then expressly choose to contract in English, and that choice is recorded. Each version remains available in our archives.
3. Eligibility
The service is offered to businesses established in Canada, including self-employed workers who use it for their business. It is not offered for personal or household use. The person accepting these terms confirms being 18 or older and authorized to bind the customer.
4. Accounts and access security
The customer provides accurate information, manages its users’ access and roles, protects credentials and tells us without delay about any unauthorized use. The customer is responsible for actions taken with its account.
5. Service and beta participation
During the invitation-only private beta, features, duration, limits and any fees are agreed individually with each participant before access is granted.
Some features may be offered as previews; they are labelled as such and may change. Support is provided by email at support@doue.ai. No guaranteed service level is offered unless agreed in a separate written agreement.
6. AI and Sol
Sol prepares answers from the sources the customer authorizes. AI output may be inaccurate or incomplete. The customer chooses its sources, defines the situations that require a person, checks how it uses the output and remains responsible for decisions made toward its end customers. When it turns on assisted actions, the customer chooses the permitted actions, the people who may approve them and the applicable limits; it remains responsible for the actions it approves or sets up to run without approval. The AI agent notice describes the limits and human handoff.
7. Customer obligations toward its end customers
The customer informs its end customers that it uses doue and an AI agent, publishes its own privacy policy and terms and links them in the widget, obtains the necessary consents and authorizations, including for minors and sensitive information, and entrusts the service only with sources it has the right to use. End customers are not parties to these terms.
8. Acceptable use
You may not use the service to break the law, incite violence, commit fraud, harass anyone, invade privacy or send unsolicited communications.
You may not submit, produce or distribute sexually exploitative content, content involving minors, non-consensual or otherwise illegal content, or pornographic content. You also may not bypass controls, disrupt the service, introduce malicious content or infringe copyrights, trademarks or other rights.
The moderation policy describes reporting, review and applicable measures.
9. Third-party integrations
Integrations the customer turns on, such as Shopify, WooCommerce or the payment provider, remain subject to their providers’ terms. doue does not turn on an integration or transfer data to one without action by a person the customer authorizes. How an integration works also depends on its provider. WooCommerce is offered for lookups only.
With Shopify, the customer may turn on assisted actions one by one: note or tags, cancellation, refund, fulfilment and tracking. They are off by default and require the matching Shopify permissions. A proposed action is approved by a person the customer authorizes, other than the person who proposed it; a request that is not approved expires after 30 minutes. The action only applies to an order linked to the end customer in the conversation.
Every refund requires human approval and stays within limits checked by doue: no more than the refundable amount, 20% of the order total and 100 in the order’s currency, and one refund per order per 24 hours and three per end customer per 30 days. These are default limits that the customer may adjust. Only notes and tags, cancelling an unpaid and unfulfilled order, and fulfilment from a single location can be set up to run without approval.
10. Prices, taxes and billing
Prices, currency, billing period and plan limits are shown before payment. Applicable taxes are added to the price. No overage is billed after use: when the quota runs out, new AI conversations stop, while incoming messages and human handoff continue.
The subscription renews at the end of each period until the customer stops renewal from the billing settings. A plan change takes effect as shown at the time of the change. A price increase is announced at least 60 days in advance; the customer may stop renewal before it takes effect.
Refunds: amounts paid are not refundable, except for a billing error, a legal obligation or the case set out in section 20. The customer may stop renewal at any time; the subscription then ends at the end of the paid period. The customer may dispute an invoice by writing to support@doue.ai within 60 days of its issue. Non-payment may lead to suspension of the service after notice.
11. Conversation bank
Purchases of conversation top-ups are governed by the “Conversation bank” appendix at the end of these terms.
12. Customer content and data
The customer keeps its rights in its content and confirms it has the right to entrust it to the service. doue processes customer content only to provide the service, under the data processing addendum, which is part of these terms and sets out the permitted uses.
13. Intellectual property
doue and its licensors keep all rights in the software, brand and content they provide. For the term of the contract, the customer receives a limited, non-exclusive and non-transferable right to use the service. The customer grants doue the limited licence needed to host and process its content in order to provide the service. The customer may use the AI output produced for it, subject to third-party rights. doue may freely use the customer’s suggestions about the service.
14. Confidentiality
Each party protects the other’s confidential information with reasonable care, uses it only to perform the contract and discloses it only to people who need it and are bound by the same obligation, unless the law requires otherwise.
15. Suspension, termination and return of data
doue may suspend a feature or an account for prohibited use, a security risk or non-payment. Except in an emergency or where the law requires otherwise, we first notify the customer and give it a reasonable time to fix the situation. We share the reasons when the law and security allow; the customer may ask for a human review at support@doue.ai.
The customer may terminate at any time by stopping renewal; the subscription ends at the end of the paid period. doue may terminate the contract for a serious breach that is not fixed within the time given in the notice.
When the subscription ends, meaning at the end of the paid period, the customer has 30 days to export its content. doue then destroys that content no later than 60 days after the subscription ends, and backup copies disappear no later than 90 days after that date: no copy remains beyond it. Throughout this period, the content is used only for export and destruction; the processing mandate ends when destruction is complete. The details are in the data processing addendum. A request to delete the account follows a separate process, described on the governance page.
The sections on confidentiality, intellectual property, liability, governing law and amounts owed continue to apply after the contract ends.
16. Warranties
doue provides the service with skill and care. To the extent the law allows, doue does not guarantee that the service will be uninterrupted or error-free, or that AI output will be accurate. No clause removes a warranty or remedy that cannot be excluded by law.
17. Liability
To the extent the law allows, each party’s total liability to the other is limited to the greater of: the amount the customer paid for the service in the 12 months before the event giving rise to it, or $1,000. For a breach of our confidentiality or personal information protection obligations, this limit is doubled. Neither party is liable for indirect losses; lost profits or customers are compensated only if they result directly and immediately from the breach. These limits do not apply to intentional or gross fault, bodily or moral injury, or amounts owed by the customer.
18. Third-party claims
The customer indemnifies doue against third-party claims arising from its content, its instructions or a use of the service contrary to these terms. doue notifies the customer of the claim within a reasonable time, lets it direct the defence and cooperates reasonably. No settlement binding doue is made without its consent, which may not be refused without reasonable grounds. The indemnity is reduced to the extent doue contributed to the injury, and it is subject to the limit in section 17, except for intentional or gross fault. doue does not offer indemnification for intellectual property claims against the service.
19. Force majeure
Neither party is liable for a delay or failure caused by superior force, meaning an unforeseeable and irresistible event. A provider outage qualifies only if it has these characteristics. The affected party notifies the other without delay and takes reasonable steps to limit the effects of the event and resume performance. Amounts owed remain payable.
20. Changes to these terms
We may change these terms by publishing a new version and notifying the customer by email at least 30 days before it takes effect. If the customer refuses the change, it may terminate without charge before that date. If it prepaid an annual period and the change is unfavourable to it, it also receives a refund of the unused part of that period. A change required by law may apply sooner.
21. General provisions
The customer may not assign the contract without our written consent; doue may assign it as part of a reorganization or sale of the business, with notice to the customer. Notices to the customer are sent to the account administrator’s email address; notices to doue go to support@doue.ai. The contract documents are the entire agreement between the parties. In case of conflict, the accepted order or quote prevails for prices, quantities and term; the data processing addendum prevails for personal information protection; then these terms, then the appendix. The version that applies to the customer is the one it accepted, unless a change has taken effect under section 20. An invalid clause does not affect the others.
22. Governing law and courts
These terms are governed by the laws of Québec and the federal laws of Canada that apply there. The courts of the judicial district of [À COMPLÉTER : district judiciaire] have exclusive jurisdiction, unless a rule of public order provides otherwise.
23. Contact
The operator of doue is identified in the company contact details. Support, billing and cancellation: support@doue.ai.
Appendix — Conversation bank
This appendix applies only when top-ups are offered for purchase and paid. Their availability depends on the billing channel and the account’s active offer. The version of this appendix is recorded on each purchase.
Eligibility and price
Top-ups of 300 or 1,000 conversations are offered to accounts with an active Stripe subscription. They are not offered during the trial or to accounts billed through Shopify. The price, currency, applicable taxes, balance, quantity added, total and expiry are shown before payment. No automatic purchase is made.
Unit and order of use
A conversation is counted at the AI’s first useful answer within a 24-hour window. An error, a clarification alone or an immediate handoff without a useful answer does not count. A useful answer followed by a handoff counts. The monthly quota is used first; the bank then uses credits from the oldest valid purchase. Credits are shared across the account.
Cap and exhaustion
The bank is capped at 3,000 remaining conversations, not counting the monthly quota. Pending purchases and suspended credits count toward this cap. A purchase that would exceed the cap is refused before payment. When the quota and the bank are exhausted, new AI conversations stop; conversations already counted continue within their 24-hour window. Incoming messages and human handoff remain available. No overage is billed after use.
Validity and repurchase
Each purchase is valid for 12 calendar months from confirmed payment. A repurchase before expiry extends still-valid credits to 12 months after the new payment. The confirmed payment date applies even if its notification arrives later. Expired credits are never reactivated. Renewing the subscription does not extend the bank; unused monthly quota does not carry over.
Termination
After termination, credits are kept until they expire. An active subscription is needed to use them.
Refunds and disputes
Expiry dates are recalculated in chronological order after a refund, a dispute or its outcome, using eligible purchases at their original payment date. A fully refunded or disputed purchase is excluded from the extension chain. A pending dispute suspends the related rights; a won dispute restores them and triggers a new calculation.
A partial refund cancels the extension of earlier purchases. Units still funded keep their original expiry: their number is proportional to the amount kept, rounded down, then reduced by units already used on that purchase. Past usage remains final and attached to its original purchase. Only the remaining balance is adjusted, with no debt, new charge or shift of usage to another purchase.
Definition, alerts and support
A new conversation definition applies to existing credits only if it is at least as favourable. Administrators receive alerts in the application and by email: 80% and 100% of the quota, bank at 20%, exhaustion, and expiry in 30 and 7 days. Reminders are adjusted after a new calculation.
For a question or a refund request: support@doue.ai.