Privacy policy
This policy explains what personal information doue collects, what it is used for, who it is shared with and how to exercise your rights. It covers doue’s website, application, chat widget, integrations and AI features.
Who is responsible
doue is operated by the business identified in the company contact details. We are responsible for the information we process for our own activities: accounts, billing, platform security, support and communications.
When a business customer, a “merchant”, uses doue to communicate with its own customers, we process that information on its behalf, under its instructions and the data processing addendum. The merchant is then responsible for that information and for informing its customers.
For any question, write to doue’s privacy officer at privacy@doue.ai.
How we collect your information
We collect information through the website and application forms (sign-up, payment, requests), through emails sent to our addresses, through the chat widget installed on a website, through the integrations a customer turns on, such as Shopify or WooCommerce, and through the cookies described in our cookie policy. Some providers collect information for us: the payment provider, the authentication service and the email delivery service.
Information collected and how it is used
The table below shows the main categories of information, how we use them and who can access them at doue. We collect only what is necessary for these purposes.
| Information | What it is used for | Who can access it at doue |
|---|
| Identity and business contact details: name, email, company, role | Create and manage the account, contact you, provide support | Support, billing, technical team |
| Billing: plan, purchases, taxes. Card data is processed by the payment provider, not by doue | Bill, manage the subscription, meet our tax obligations | Billing |
| Conversations, attachments and contacts of a merchant’s customers | Provide the service to the merchant, on its behalf | People authorized by the merchant; doue support and technical team only when necessary |
| Order data authorized by an integration (Shopify, WooCommerce) | Show order context in the conversation and, if the merchant turns on Shopify assisted actions, carry out the ones it authorizes, on the merchant’s behalf | People authorized by the merchant |
| Knowledge sources and AI responses | Prepare answers from the sources the merchant authorizes | People authorized by the merchant; technical team when necessary |
| Security logs and technical data: IP address, device, timestamp | Secure the platform, prevent fraud, fix errors | Technical team |
| Consent choices | Respect your choices and be able to show them | Technical team |
Refusing a collection
You can refuse optional cookies: the website stays usable, without the chat widget. You can also email us instead of using the widget. Account and billing information is necessary to provide the service; without it, we cannot open an account.
Consent
We ask for your consent separately for each optional use, such as promotional emails or non-essential cookies. You can withdraw it at any time without affecting your use of the service.
Promotional emails
We send promotional emails only to people who have consented. The box is never pre-checked and is not required to use the service. We keep a record of your choice.
Every promotional email identifies the business, gives its mailing address and includes a free unsubscribe link. An unsubscribe request takes effect no later than ten business days after you make it. Messages needed for the service, such as security, billing or important notices, may continue.
We do not buy lists and do not share our lists with third parties for their own purposes.
Artificial intelligence
Sol, doue’s AI agent, prepares answers from the sources the merchant authorizes. How it works, its limits, handoff to a person and automated decisions are described in the AI agent notice.
Who we share your information with
We share information only with providers that need it to help us provide the service and that are bound by a written agreement: hosting, authentication, payment, email delivery, AI models and technical monitoring. The current list of our subprocessors is available on request at privacy@doue.ai. We do not sell your personal information.
Communication outside Québec
Our application servers (OVH, Beauharnois) and our main database (Supabase, Montréal) are located in Québec. Some providers process information outside Québec: elsewhere in Canada, in the United States (authentication, payment and AI models) and in the European Union (email delivery, in the Czech Republic). The website itself is served through Cloudflare’s global network. Before entrusting them with information, we assess the protection offered and sign a written agreement. In those countries, information may be accessible to courts and authorities under local laws.
Retention
We keep information only as long as needed for the stated purposes, then destroy or anonymize it. Retention periods are listed on the privacy governance page.
Security and incidents
We protect information with access controls, least privilege, encryption in transit and logging. We record every confidentiality incident. If it presents a risk of serious injury, we notify the competent authorities and the people concerned, as required by applicable law. When an incident affects information we process for a customer, we notify that customer without delay and help it meet its own obligations.
Your rights
You can ask to access the personal information we hold about you and to have it corrected. You can also ask that computerized information collected from you be provided in a structured, commonly used technological format, and withdraw your consent to an optional use.
We reply in writing within 30 days of receiving your request. Access is free; reasonable transcription or reproduction fees may apply, and we would tell you first. We may verify your identity in a proportionate way and will ask for an identity document only if necessary.
To exercise a right, use the request page or write to privacy@doue.ai. If you chatted with a merchant’s widget, your request belongs first to that merchant: if you send it to us, we forward it and help the merchant respond, while meeting our own legal obligations.
Complaints and recourse
You can file a complaint with doue by writing to privacy@doue.ai; the process is described on the governance page. You can also contact Québec’s Commission d’accès à l’information or the Office of the Privacy Commissioner of Canada.
Minors
doue accounts are reserved for people aged 18 or older acting for a business. Visitors to a merchant’s widget may be minors: the merchant informs its customers and obtains the required authorizations.
Changes
We publish each new version of this policy on this page, with its date and a notice describing the changes.
Website terms of use
These terms apply to browsing the doue.ai website. A business customer’s use of the doue service is governed by the terms of service.
Purpose
The website presents doue, its features, pricing and resources. By browsing it, you accept these terms.
Permitted use
You may browse the website and share its links. You may not disrupt it, extract its content through automated mass scraping, bypass its security measures or use it for illegal purposes.
Intellectual property
The text, images, logos, the Sol mascot and the doue brand are protected. You may not reproduce or modify them without written permission, except as the law allows. Third-party trademarks belong to their owners.
Published information
We take care to keep the website accurate, but its information may change. The features, prices and terms that bind a customer are those presented when it subscribes and in the terms of service. Nothing in these terms limits a warranty or remedy provided by law.
Third-party links and services
The website contains links to third-party services, including the “Ask AI” shortcuts, which open an external assistant with a prefilled prompt. These services have their own terms and policies; doue does not control their content.
Personal information
The privacy policy and the cookie policy explain how we handle your information.
Governing law
These terms are governed by the laws of Québec and the federal laws of Canada that apply there. For any question: hello@doue.ai.
Terms of service
These terms form the contract between the business customer and the operator of doue, identified in the company contact details. The data processing addendum is part of them.
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, trial and support
The service includes the features of the chosen plan, described on the pricing page at the time of subscription. The free trial lasts 14 days, includes 50 AI conversations, requires no card and does not become a paid subscription without an explicit purchase.
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.
Data processing addendum
This addendum is part of the terms of service. It governs the personal information doue processes on the customer’s behalf, in accordance with Québec’s Act respecting the protection of personal information in the private sector and other applicable laws.
1. Purpose and roles
The customer is responsible for the personal information of its end customers and users that it entrusts to the service. doue processes it on the customer’s behalf, as a service provider, only to provide the service.
Information doue processes for its own activities, such as the account, billing and platform security, is covered by its privacy policy. When a log or security record concerns the customer’s processing, it is handled under this addendum. doue always meets the obligations the law places on it directly.
2. Information and processing covered
The table below describes the information processed on the customer’s behalf.
| Information | People concerned | Processing |
|---|
| Conversations, messages and attachments | End customers and users | Receipt, storage, display, search and replies |
| Contacts and conversation identifiers | End customers | Grouping conversations and handoff to a person |
| Authorized order data (Shopify, WooCommerce) | End customers | Reading to show context in the conversation; with Shopify, carrying out the assisted actions the customer turns on and approves |
| Knowledge sources and search index | Depends on the content the customer provides | Preparing Sol’s answers |
| Logs related to the customer’s account | Users and end customers | Security, traceability and error correction |
3. Customer instructions
doue processes information under the customer’s documented instructions: the terms of service, the account settings, including those for assisted actions (permitted actions, approvers and limits), and written requests. doue tells the customer if an instruction appears to break the law.
4. Permitted and excluded uses
doue does not use the customer’s information for its own purposes. In particular, doue does not sell it, use it for advertising or use it to train AI models. doue may produce statistics on the use of the service from anonymized information that identifies neither a person nor the customer.
5. Confidentiality and security
Only authorized people who need it can access the information, and they are bound by confidentiality. doue applies security measures suited to the sensitivity of the information, described in section 12.
6. Subprocessors
doue may use subprocessors bound by a written agreement that offers equivalent protection. The current list, with their role and processing location, is provided to the customer on request at privacy@doue.ai. doue notifies the customer at least 30 days before adding or replacing a subprocessor. The customer may object on reasonable grounds related to information protection and terminate without charge if no solution is found.
7. Communication outside Québec
Before communicating information outside Québec, including elsewhere in Canada, doue conducts a privacy impact assessment and enters into a written agreement with the recipient.
8. Requests from individuals
If doue receives a request directly from an individual about the customer’s information, doue forwards it to the customer within 10 days and helps the customer respond, including to extract, correct or delete the information. This help does not limit the legal obligations that apply directly to doue.
9. Confidentiality incidents
doue notifies the customer without delay of any breach, or attempted breach, of the obligations relating to the confidentiality of the customer’s information, as soon as it becomes aware of it and without waiting for its investigation to end. The notice describes what is known and is then completed: nature of the incident, information and people affected, possible consequences, measures taken and contact person. doue preserves the evidence and helps the customer give the notices to competent authorities and the people concerned that applicable law requires according to its role.
10. Verification
doue gives the customer the information reasonably needed to verify compliance with this addendum. An on-site or third-party audit is arranged by mutual agreement, with reasonable notice, in a way that protects the security and confidentiality of other customers.
11. End of the mandate
The end of the subscription opens a return and closing phase that is part of the mandate. For 30 days, the customer can export its information. doue then destroys it in its active systems no later than 60 days after the subscription ends. Backup copies disappear through rotation no later than 90 days after that date, and a deletion is reapplied after any restore: no copy remains beyond 90 days. During this phase, the information is used only for export and destruction. The processing mandate ends when destruction is complete.
Customer content, including AI traces that contain it, follows this schedule even when a longer general period appears on the governance page. doue keeps only, for its own obligations and outside the mandate, minimal logs without conversation content and the billing records required by law. A request to delete the account follows a separate process, described on the governance page.
12. Security measures
Role-based access controls and least privilege; encryption in transit; separation of each customer account’s data; logging of access and actions; scheduled deletion under the retention schedule; incident management procedure.
Privacy governance
This page summarizes the rules doue applies to protect personal information: responsibilities, retention and destruction, and complaint handling.
Responsibilities
doue’s privacy officer oversees and approves these rules and can be reached at privacy@doue.ai. Each team member accesses only the information needed for their work (support, billing, technical team) and is bound by confidentiality.
Assessments and providers
We conduct a privacy impact assessment before any information system project that processes personal information and before any communication of information outside Québec. Our providers are bound by a written agreement.
Retention and destruction
At the end of each period, we destroy or anonymize the information, unless the law requires otherwise or a dispute is ongoing. A customer’s content follows the end of its subscription, described below, even if a period in the table is longer.
| Information | Period | Starting point |
|---|
| Account whose deletion is requested | 7 days, then purge | Deletion request |
| Conversations, contacts and attachments | Length of the subscription, export for 30 days, destruction no later than 60 days after the subscription ends; no copy, including in backups, beyond 90 days | End of the subscription |
| Knowledge sources and search index | Deleted with the source, otherwise same schedule as conversations | Deletion of the source or end of the subscription |
| AI and copilot traces | 90 days | Creation |
| Account audit logs | 400 days | Event |
| Technical events from commerce integrations | 7 days | Receipt |
| Handoffs to a person | Same schedule as conversations | End of the subscription |
| Transactional and support emails | 24 months | Last exchange |
| Billing | 6 years | End of the last tax year to which the records relate |
| Consent records | Length of the relationship, then 3 years | End of the relationship |
| Confidentiality incident register | At least 5 years | As set by the applicable regulation |
| Backups | Rotation of no more than 30 days; deletions are reapplied after a restore | Backup date |
End of subscription and account deletion
When a subscription ends, meaning at the end of the paid period, the customer has 30 days to export its content. We then destroy its information no later than 60 days after the subscription ends, and backups disappear no later than 90 days after that date: no copy remains beyond it. During this period, the information is used only for export and destruction. A request to delete the account follows a separate process: the account is placed on hold for 7 days, so a request made by mistake can be cancelled, and is then purged.
Complaint handling
Anyone can file a complaint about the protection of their personal information by writing to privacy@doue.ai. State what your complaint is about and how to reach you; do not send an identity document.
The privacy officer reviews the complaint, may ask you for details and replies in writing, explaining the measures taken. If you are not satisfied with the reply, you can contact Québec’s Commission d’accès à l’information or the Office of the Privacy Commissioner of Canada.
Confidentiality incidents
We record every confidentiality incident in a register. When an incident presents a risk of serious injury, we notify the competent authorities and the people concerned, as required by applicable law. For information processed for a customer, we notify that customer without delay and help it give its own notices, according to its role.
AI agent notice
This notice explains when you are talking to doue’s AI agent, what it does, its limits and how to get help from a person.
You are talking to an AI
Sol is doue’s AI agent. The widget presents it as an AI agent before the first exchange.
What Sol does
Sol answers questions from the sources the merchant authorizes, sorts requests and hands to a person the cases it cannot handle. It can look up the Shopify or WooCommerce order context the merchant authorizes. With WooCommerce, it changes nothing. With Shopify, the merchant can turn on assisted actions: add a note or tags, cancel an order, refund, create a fulfilment or update tracking. They are off by default. Sol may propose an action; a person on the merchant’s team approves it. Every refund is approved by a person. Only a few limited actions can run without approval, if the merchant sets them up: notes and tags, cancelling an unpaid and unfulfilled order, and fulfilment from a single location.
Limits
Sol’s answers may contain errors. They are not legal, medical or financial advice. If in doubt, ask to talk to a person.
Your data
Your messages and the relevant sources are sent to an AI model provider to prepare the answer, then kept under the schedule published on the governance page. doue does not use your conversations to train AI models. The merchant using doue is responsible for your information, and its privacy policy applies.
Talking to a person
You can ask to talk to a person; your request is passed to the merchant’s team. Sensitive, unclear or out-of-scope cases, as defined by the merchant, are also handed to that team.
Automated decisions
When a decision about you is made solely through automated processing of your personal information, for example the automatic cancellation of an unpaid order if the merchant has set it up, the merchant tells you no later than when it communicates the decision to you. On request, you can learn what information was used, the reasons and main factors behind the decision, have your information corrected and submit your observations to a person who can review the decision. doue gives the merchant the means to meet these obligations.
Reporting a problem
To report harmful content or prohibited use, use the reporting page. The moderation policy describes how reports are reviewed.
Moderation policy
This policy explains how to report prohibited content or use and how doue reviews reports.
What is prohibited
doue is a customer service tool. Prohibited uses and content are listed in section 8 of the terms of service. They include illegal use, fraud, harassment, sexually exploitative content and infringement of copyright or other rights.
Reporting content or use
Anyone can make a report, with or without an account, by writing to support@doue.ai. The reporting page prepares an email: category, link or identifier of the content, description, date and available evidence. Do not send identity documents, secrets, unnecessary sensitive information or copies of illegal content; give an identifier that lets us find it instead.
Review by a person
An authorized person reviews each report, assesses its seriousness and may ask for details. When there is an urgent risk, we take immediate proportionate measures and make the reports the law requires.
Measures and review
Depending on seriousness, we may remove or disable a source, limit a feature, or suspend or close an account. We record the decision and its reasons and share them with the people concerned when the law, confidentiality and security allow. A review request can be sent to support@doue.ai with the case reference.
The customer’s role
The customer chooses its sources and instructions, limits its team’s access and defines the situations that require a person. Customer service handoff to a person does not replace doue’s review of reports.
Confidentiality of reports
Only authorized people can access reports and the evidence provided. We use only the information needed for the review and keep it according to the purposes of the case and our obligations.