Terms and conditions

DoozUp is a platform that brings together several artificial intelligence applications for businesses. The applications are delivered as a service (SaaS), integrate into our clients' websites, online shops or administration systems and run on language models provided by third parties, combined with the engines, rules and interfaces we develop.

The applications of the platform, at the date of this document:

• DoozUp Assistant — a conversational assistant for online shops. It talks with visitors in writing and by voice, searches the Client's catalogue (including by description or by photo), recommends products, answers questions about delivery, payment or returns, can collect the details of an order and can hand the conversation over to a human operator.
• DoozUp Manager (coming soon) — an internal assistant that will work in the Client's administration panel (CMS or WordPress): it searches and updates information about products, stock, prices and orders, produces reports and carries out operations at the request of the signed-⁠in user.
• DoozUp Marketer (coming soon) — an application that will analyse the Client's website (content, SEO, images) and prepare marketing material: copy, banners, images and video.
• Future applications — the platform is built to host other AI applications. These terms apply accordingly to any application launched later under the DoozUp brand, together with any specific terms of that application.

Main features

Depending on the application and on the plan, the services may include:

• Dynamic processing of the Client's content — reading, indexing and reorganising, in real time, the catalogue, descriptions, specifications, prices, stock, documents and policies provided by the Client, so that they can be used in the conversation.
• Semantic understanding — interpreting requests expressed in natural language and searching by meaning, not only by exact words: synonyms, approximate wording, descriptions, technical attributes, equivalents and misspelt codes.
• Written and spoken communication — real-⁠time written conversation and natural voice conversation, with interruptions and resumptions, in several languages, including voice transcription and spoken answers.
• Interactive displays in the conversation — product cards, lists, comparisons, forms, carts, confirmations and action buttons that the person can use directly in the chat.
• Multimodal content processing and adaptation — summarising, rewording, structuring or translating text; recognising images and searching by image; processing audio; and, where the feature is available and enabled, processing video. These start from the Client's material and may produce adapted versions of it.
• Hand-⁠over to a person and records — an operator taking over the conversation, opening tickets, and the administration panel with the conversation history, reports and usage logs.

All of this works under the Client's control. Each of the features above works on the Client's content and within the limits the Client sets. The content shown, reworded or adapted by the application remains the Client's content, under the Client's monitoring, validation and responsibility. The Client decides what is published in its Project, which features are on and what requires human confirmation — see sections 6 and 7.

What DoozUp does not do: it does not sell the Client's products, it is not a party to the contracts between the Client and its customers, it does not decide prices, stock, commercial policies or the content published by the Client, and it does not take editorial responsibility for the Client's project.

• DoozUp / the Provider / we — the company identified in section 22, which develops and provides the platform and the AI applications. Under Regulation (EU) 2024/1689 we are the provider of the AI systems we develop.
• The Client / the Deployer — the legal entity or authorised natural person who contracts the services and installs, configures and uses the applications in its own project. Under the AI Act, the Client is, as a rule, the deployer — the one using the AI system under its authority.
• The Client's Project — the website, online shop, application, administration panel or any other digital environment belonging to the Client in which a DoozUp application is integrated.
• The Visitor / End user — any person who interacts with a DoozUp application in the Client's Project: a buyer, a visitor, an employee of the Client or another person.
• The Client's Content — the product catalogue, descriptions, prices, stock, texts, images, commercial policies, documents, instructions, prompts and any other information the Client publishes, uploads or makes available to the application.
• Generated result — any text, summary, recommendation, translation, audio transcription, product list or other output produced by an AI model within the DoozUp applications.
• The Account — the DoozUp account created by the Client, from which the applications, websites, team, subscription, credits and invoices are managed.
• Credits — the unit that measures the AI usage of the applications, shared by all the applications of the Account.

By creating an account, by installing or enabling a DoozUp application in its Project or by actually using the services, the Client declares that it has read, understood and fully accepts these terms. If it does not agree with them, the only option is not to use the services.

DoozUp services are provided as subscription software (SaaS). The contract between the Client and DoozUp is concluded at a distance, in electronic form, when the Client creates its Account and accepts these terms on sign-⁠up. This acceptance has contractual value and takes effect between the parties without any other formality — no handwritten signature, stamp or separate document. Choosing and paying for a plan in the Account means accepting the commercial offer shown at that moment (the plan, the period, the included credits and the price).

These terms are supplemented by the accepted commercial offer, the data processing agreement (DPA) and, where applicable, the specific terms of each application. In case of inconsistency, a document expressly signed between the parties prevails.

The Client expressly understands and accepts that the DoozUp applications do not execute a fixed set of deterministic rules, but generate answers based on statistical language models. This is the nature of the technology, not a defect of the service.

Consequently, normally and foreseeably, a DoozUp application may:

• give a wrong or incomplete answer, even when the correct information exists in the Client's Content;
• alter or distort the real context — combine information that does not belong together, attribute a feature to the wrong product, misinterpret a question or a request;
• generate plausible but untrue statements (known as "hallucination"), worded as confidently as a correct answer;
• show outdated information about stock, price, availability or deadlines, if the source it reads is not updated in real time;
• misunderstand the intention, the language, a product code or a voice command, especially with noise, an accent or ambiguous wording;
• produce different results for identical questions at different times;
• be unavailable, degraded or slower because of the AI model providers, who are third parties to DoozUp.

What this means in practice: generated results are informative and indicative. They are not a firm offer, a stock confirmation, a price guarantee, or legal, medical, tax or financial advice, and they do not bind DoozUp. The official and binding information remains the one in the Client's pages, documents and systems. For any decision with a legal, financial, medical or safety effect, verification by a competent person is mandatory before acting on a generated result.

DoozUp works continuously on the quality of the results: we refine the instructions given to the models, improve the search and matching engines, order and clean the way content is read, test models against each other and replace them when we find better options. We make reasonable efforts to reduce errors and increase accuracy.

Still, it remains artificial intelligence. However much we optimise the content, the instructions and the models, the technology remains probabilistic and can be wrong. No optimisation fully removes the risk of a wrong answer or a distorted context. DoozUp does not and cannot guarantee the accuracy, completeness, timeliness or fitness for a particular purpose of the generated results.

Optimisation is an obligation of means, not of result. The fact that we keep improving the service cannot be read as a promise that the system will no longer make mistakes.

DoozUp applications work with the data and content provided by the Client: catalogue, descriptions, prices, stock, commercial policies, texts, documents and behaviour instructions. The quality of the results depends directly on the quality of this content.

The Client declares and warrants that it:

• moderates its own content and has the procedures needed to check, correct and update it;
• holds all rights to the content it provides and that this content does not infringe third-⁠party rights or the laws on consumer protection, advertising, competition or data protection;
• keeps mandatory information — price, availability, features, delivery terms, warranty, returns — correct and current in its systems, these being the only official source;
• takes full responsibility for everything published in its Project, including the content shown or reworded by the DoozUp applications within it;
• does not use the services to generate illegal, misleading or discriminatory content or content that breaches these terms.

DoozUp does not check, validate or edit the Client's content and has no obligation to monitor it. We are not liable for the consequences of incorrect, incomplete, outdated or unlawful content provided by the Client, nor for the results generated from it.

Essential clause. The DoozUp application works in the Client's Project, under the Client's name, brand and authority, with the settings, instructions and content set by the Client. Therefore, the Client takes full responsibility for the assistant's behaviour in its project and for the way it communicates with visitors or with the Client's own employees.

This responsibility covers, without being limited to:

• the configuration of the application: the instructions given to the assistant, the tone, the allowed topics, the products shown, the order or escalation flows enabled;
• the messages, recommendations and information the assistant gives to the Project's visitors;
• the decisions visitors or the Client's employees make based on these messages;
• the commercial and contractual relationship with its own customers, including orders started or prepared in a conversation with the assistant;
• compliance with the legal obligations of its own business: consumer protection, pre-⁠contractual information, advertising, displayed prices, warranties and returns.

The Client must periodically supervise how the assistant answers in its Project, correct the configuration when it notices deviations and report errors to us so we can fix them. The Client may at any time limit the features, restrict the topics or disable the application.

If the Client sells, resells or makes the services available to third parties under its own brand, or substantially changes the purpose of the system, it may itself become a provider within the meaning of Article 25 of the AI Act, with the obligations that come with it.

DoozUp services fall under Regulation (EU) 2024/1689 on artificial intelligence (the "AI Act"), as amended by Regulation (EU) 2026/1744. The relevant timeline, at the date of this document:

Breaches of the regulation are punishable by fines of up to EUR 35 million or 7% of worldwide turnover for prohibited practices, up to EUR 15 million or 3% for breaches of the other obligations and up to EUR 7.5 million or 1% for supplying incorrect information to authorities. For SMEs, the lower of the amount and the percentage applies.

How the roles are split between us and the Client

The AI Act sets separate obligations for the provider and the deployer. They cannot be fully transferred by contract: each party answers for the obligations the regulation gives it. The split, as it applies between us:

DoozUp applications are intended for uses that are not high-⁠risk and are not designed for biometric identification, emotion recognition, credit scoring, recruitment, education, law enforcement or the other areas of Annex III. The Client undertakes not to use them for such purposes without our prior written consent; if it does, it takes on the role of provider and the related obligations.

In Romania, the national supervisory authority for the AI Act was, at the date of this document, being designated and organised, with ANCOM proposed by government memorandum, alongside sector authorities (ASF and BNR for financial services, ANSPDCP for personal data, ANPC for consumer protection). We will update this document as the national framework is completed.

In line with Article 50 of the AI Act, DoozUp applications are designed so that people who interact with them know, from the first moment, that they are talking to an artificial intelligence system and not to a person. The Client, in turn, undertakes:

• not to remove, hide or change the "AI assistant" messages, labels or notices in the interface;
• not to present the assistant as a real natural person and not to give it the identity of an employee;
• to inform visitors, in its own documents (privacy policy, its own terms), about the use of an AI assistant and the related processing of data;
• to inform employees who use the internal applications about their AI nature and their limits;
• to keep the markings applied to automatically generated content, where they exist.

Where a human operator takes over the conversation, the transition is clearly signalled in the conversation.

The applications include ways for a person to take over the conversation: hand-⁠over to an operator, opening a ticket or showing contact details. The Client must keep these mechanisms on and working and provide a real channel through which a person can step in.

The Client decides which operations may run automatically and which require human confirmation. For operations that affect data or the commercial relationship — placing an order, changing a price or a stock level, communicating mandatory information — the Client is responsible for providing a human check when the context requires it.

It is forbidden to use DoozUp services for:

• any of the practices prohibited by Article 5 of the AI Act, including manipulating behaviour through subliminal techniques, exploiting people's vulnerabilities, social scoring and biometric categorisation of people;
• presenting the assistant as a real human being in order to mislead;
• generating or spreading content that is illegal, misleading, defamatory, discriminatory or that infringes third-⁠party rights;
• collecting personal data without a legal basis, in particular sensitive data, data of minors or data obtained by deception;
• advice that requires a professional licence — medical, legal, pharmaceutical, financial — presented as such;
• attempts to bypass technical limits, extract the system instructions, unauthorised security testing, abusive automated use of resources or reselling access without written consent.

A breach of this section entitles DoozUp to suspend the service immediately, without prior notice and without compensation.

Between the parties, the Client is the controller and DoozUp is the processor, within the meaning of Regulation (EU) 2016/679 (GDPR). We process data only on the Client's instructions and for the purpose of providing the service.

• The Client sets the legal basis for processing, informs the data subjects and answers their requests regarding their rights.
• The detailed conditions of processing — categories of data, duration, security measures, deletion — are set by the data processing agreement (DPA).
• To run the applications we use sub-⁠processors, including AI model, hosting and voice transcription providers. The updated list is communicated to the Client and updated with reasonable notice.
• Conversations may be stored for continuity, support, billing and improving the service, in line with the retention settings of the plan; the oldest ones are deleted automatically.
• The Client undertakes not to enter sensitive data or data not needed for the purpose into conversations, and to configure the application so that it does not ask for such data.

We apply reasonable technical and organisational measures to protect data: encrypted transmission, access control, separate accounts, logging of operations and backups. We cannot, however, guarantee absolute security against every attack.

Each party keeps confidential the information received from the other. The Client is responsible for keeping its access keys and sign-⁠in details safe and tells us without delay about any unauthorised use.

The platform, the applications, the source code, the interfaces, the search engines, the system instructions, the documentation and the DoozUp brand belong to the Provider. The Client receives a limited, non-⁠exclusive, non-⁠transferable right of use for the duration of the contract, strictly for its Project.

The Client's Content remains the Client's. Results generated in the Client's Project may be used freely by the Client, in line with these terms and third-⁠party rights; the Client is responsible for checking that a generated result does not infringe third-⁠party rights before publishing it.

We make reasonable efforts to keep the service running, but we do not guarantee uninterrupted or error-⁠free operation. The service may be temporarily unavailable for maintenance, updates or for reasons that depend on third parties: AI model providers, hosting, the network or the Client's infrastructure.

We may change, replace or withdraw features and AI models, with reasonable notice when the change significantly affects how the service is used. Changing an AI model may change the style, length or wording of the answers.

The plans, prices, included credits and limits of each plan are those shown in the Account and on the pricing page at the time of the order. Prices are in euro, excluding VAT; payment is made in lei, at the BNR exchange rate of the payment day, with VAT added, and the invoice is issued automatically, in lei, showing the euro value and the rate used.

• The subscription (monthly, 6 or 12 months, as offered) is paid in advance and includes the month's credits; credits of a month that are not used do not carry over to the next month.
• Extra credits are paid once and never expire.
• Usage of AI resources is measured in credits, shared by all the applications of the Account, and is shown in the administration panel.
• Renewal can be automatic, from the saved card, if the Client chooses it; the Client can turn it off at any time in the Account, and the service continues until the end of the paid period.
• Changing the plan: moving to a higher plan happens immediately, paying the difference for the remaining days; moving to a lower plan happens at renewal.
• On expiry, the Account stays open, with its data; the applications stop until a new payment. Late payment entitles us to suspend the service after prior notice.

Refund policy

The subscription is paid in advance for the chosen period. Started periods and used credits are not refunded; extra credits never expire and stay in the Account. A billing error is corrected with a credit note. Any refund request goes to contact@doozup.com and receives an answer within 14 days; we review it case by case. The rights granted by mandatory law remain unaffected.

For custom offers (for example large volumes or special integrations), the commercial terms may be agreed separately, in writing, between the Provider and the Client; they prevail over the standard offer.

The services are provided "as is" and "as available". To the extent permitted by law, DoozUp is not liable for:

• the content, accuracy or consequences of the results generated by AI models, including wrong, incomplete or context-⁠distorting answers;
• decisions made by the Client, its employees or visitors based on generated results;
• the content, configuration, instructions or data provided by the Client, and the behaviour of the application that results from them;
• loss of profit, loss of opportunity, loss of data, damage to reputation or other indirect damage;
• interruptions, errors or changes coming from third-⁠party AI model providers, hosting or the Client's infrastructure;
• use of the services outside the declared purpose or in breach of these terms.

DoozUp's total liability, on any ground, is limited to the amount actually received from the Client for the service concerned in the 3 months before the event.

These limitations do not apply in case of fraud, gross negligence, personal injury or other situations where the law forbids limiting liability. Consumer rights granted by mandatory law are not affected.

The Client will indemnify DoozUp for any claim, complaint, fine, legal costs or damage arising from: the content provided by the Client, the configuration of the application, the way the Client informs or treats its own customers, use of the services in breach of the law or of these terms, or the infringement of third-⁠party rights.

The contract lasts for the chosen subscription period and is extended with its renewal. The Client can turn off renewal at any time in the Account; either party may terminate the contract with 30 days' notice.

We may suspend the service immediately in case of prohibited use, a security risk, a request from an authority or non-⁠payment. On termination, access is deactivated and the Client's data is returned or deleted in line with the data processing agreement.

These terms are governed by Romanian law and the applicable law of the European Union. The parties will try to settle any dispute amicably; failing an agreement, the courts at DoozUp's registered office have jurisdiction.

Consumers may contact the Romanian National Authority for Consumer Protection (ANPC) or use the European online dispute resolution platform. Personal data matters may be reported to the Romanian National Supervisory Authority for Personal Data Processing (ANSPDCP).

We may update this document when the services, the law or the practice of the authorities change. The version in force is the one published at this address, with the update date shown at the top. Substantial changes are communicated to the Client with reasonable notice; continuing to use the services after they take effect means accepting them.

Provider details
Name: Media Serv SRL · VAT / CUI: RO16059292 · Registered office: Șelimbăr, Str. Doamna Stanca no. 43/1, Sibiu County, Romania · Website: www.doozup.com

For questions about this document, to report an error of the assistant or for any request about personal data, write to us at contact@doozup.com.

Note: this document is a general framework written for the DoozUp platform and its AI applications. It is not legal advice. Before publishing, we recommend having it validated by a lawyer, together with the privacy policy, the cookie policy and the data processing agreement.