Doganswer Application Terms of Service

Effective from 22 June 2026 · Last updated: 28 September 2026 Download PDF (Polish original)

This is an English translation of the Polish original. In case of any discrepancies, the Polish version prevails.

§ 1General provisions

These terms of service (hereinafter: the “Terms”) set out the rules and conditions for using the “Doganswer” application, available at the web address: https://doganswer.com/ (hereinafter: the “Application”), and the services provided by the Service Provider.
The Application enables the configuration and use of a bot acting as a virtual assistant for telephone conversations with clients (the Assistant). It is used to answer missed calls by means of a call forwarding mechanism. Within the Application, the Customer may also enter information about their business, which the Assistant uses during conversations (Knowledge Base), and connect the Account to an external calendar so that the Assistant can book appointments (Calendar Connection). The scope of functionalities available to the Customer depends on the selected Plan and on the means of accessing the Account, in accordance with § 4a of the Terms. The Application is intended exclusively for professional use (for entrepreneurs).
The Terms constitute the terms of service referred to in Article 8 of the Act of 18 July 2002 on the Provision of Electronic Services (hereinafter: the “Electronic Services Act”).
The services are provided by DOGTRONIC LABS spółka z ograniczoną odpowiedzialnością (limited liability company) with its registered office in Lublin (registered office address: ul. Hajdowska 43C, 20-231 Lublin, Poland), entered in the register of entrepreneurs of the National Court Register maintained by the District Court Lublin-East in Lublin with its seat in Świdnik, 6th Commercial Division of the National Court Register, under KRS number: 0001229537, holding NIP (tax identification number): 9462765575 and REGON (statistical number): 544273828, with share capital of PLN 100,000.00 (one hundred thousand zloty) (hereinafter: the “Service Provider”).
The Service Provider may be contacted:
1. by e-mail – at: [email protected],
2. by traditional post – at the address given in sec. 4 above.
In accordance with Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market For Digital Services and amending Directive 2000/31/EC (Digital Services Act) (hereinafter: the “DSA”), the Service Provider has designated a single point of contact for direct communication with the authorities of EU Member States, the European Commission, the European Board for Digital Services and Customers of the Application in matters covered by the DSA. The point of contact is available at: [email protected].
Information on the services provided by the Service Provider available in the Application, in particular their descriptions, technical and functional parameters and prices, constitutes an invitation to conclude an agreement within the meaning of Article 71 of the Civil Code Act of 23 April 1964 (hereinafter: the “Civil Code”).
Before starting to use the Application, the Customer is obliged to read the Terms and the Privacy Policy.

§ 2Definitions

Capitalised terms used in the Terms have the following meanings:
1. Mobile Application – the “Doganswer” application for devices running Android or iOS, made available by the Service Provider in the Google Play and App Store stores, constituting an additional means of accessing the Account, with the scope of functionalities set out in § 4a of the Terms,
2. Knowledge Base – a set of information about the Customer’s business entered by the Customer in the Account, which the Assistant uses during conversations; the Knowledge Base constitutes Customer Content,
3. Price List – a document or information specifying the current price of the Service, the Subscription Period, its operating variant and other conditions indicated therein,
4. Discount Code – a string of characters made available by the Service Provider which, when entered at purchase, reduces the Subscription Fee or extends the scope of the Service, on the conditions indicated by the Service Provider when making that Discount Code available,
5. Account – a panel created in the IT system of the Application, enabling the Customer to use its functionalities,
6. Minute Limit – the total time of telephone calls handled by the Application, assigned to a Plan and to a single Subscription Period, in the amount indicated in the Price List,
7. Subscription Period – the period for which the Service Provider makes the Service available to the Customer in accordance with the Price List,
8. Subscription Fee – a fee paid by the Customer in advance in exchange for the Service, determined in accordance with the Price List in force at the time the Service is ordered,
9. Plan – a variant of the Service indicated in the Price List, specifying the Minute Limit and the scope of functionalities of the Application available to the Customer,
10. Calendar Connection – a functionality consisting in linking the Account with the Customer’s external calendar, enabling the Assistant to check available time slots and book an appointment during a conversation,
11. Privacy Policy – a document containing information on the processing of Customers’ personal data by the Service Provider,
12. Entrepreneur – a natural person, a legal person or an organisational unit without legal personality to which specific provisions grant legal capacity, conducting business or professional activity in its own name,
13. Customer Content – any data (including personal data), electronic files, information and materials saved by the Customer in the Account,
14. Agreement for the Provision of the Application Use Service / Service Agreement / Agreement – an agreement for the supply of a digital service within the meaning of the Consumer Rights Act, under which the Service Provider undertakes to supply the Application Use Service to the Customer; the condition for concluding the Agreement for the Provision of the Application Use Service is the creation of an Account,
15. Application Use Service / Service – a digital service within the meaning of the Consumer Rights Act, consisting in the Service Provider enabling the Customer to use the functionalities of the Application,
16. Customer – an Entrepreneur using the Application on the basis of an Agreement concluded with the Service Provider,
17. Consumer Rights Act – the Consumer Rights Act of 30 May 2014.
Other capitalised terms used in these Terms have the meanings given to them in the relevant provisions of the Terms.

§ 3Technical requirements, rules for using the services and security

For the Customer to properly use the services provided by the Service Provider via the Application, all of the following are required:
1. a connection to the Internet,
2. a device enabling the use of Internet resources,
3. a device enabling outgoing telephone calls to be made and incoming telephone calls to be received,
4. use of a web browser capable of displaying on the device screen hypertext documents linked on the Internet via the World Wide Web service and supporting the JavaScript programming language, and furthermore accepting cookies,
5. an active e-mail account,
6. when using the Mobile Application – meeting the requirements set out in sec. 5 below.
Within the Application, the Customer is prohibited from using viruses, bots, worms or other computer code, files or programs (in particular process-automating scripts and applications or other code, files or tools).
The Service Provider states that it uses cryptographic protection of electronic transfer and digital content by applying appropriate logical, organisational and technical measures, in particular to prevent third parties from accessing data, including by means of SSL encryption, access passwords and anti-virus and anti-malware programs.
The Service Provider states that, despite the use of the safeguards referred to in sec. 3 above, the use of the Internet and of services provided electronically may be exposed to malicious software entering the Customer’s ICT system and device, or to third parties gaining access to data stored on that device. In order to minimise this risk, the Service Provider recommends the use of anti-virus programs or measures protecting identity on the Internet.
Use of the Mobile Application requires a device running Android in a version supported by the Service Provider or iOS in a version supported by the Service Provider, access to the Internet and the current version of the Mobile Application. The Service Provider provides information on the supported operating system versions in the store from which the Mobile Application is downloaded.
The Service Provider makes updates to the Mobile Application available through the store from which it was downloaded. The Customer is obliged to install the updates made available. Using an outdated version of the Mobile Application may prevent some functions from working.
The Mobile Application may ask the Customer for permission to access contacts saved on the device, to display notifications and to play sound. Granting each of these permissions is voluntary, and refusing it disables only the function to which the permission relates and does not affect the other functions of the Mobile Application. The scope of data processed in connection with these permissions is described in the Privacy Policy.

§ 4General rules for using the Services

Use of the Application is subject to a fee; however, the Service Provider also enables the functionalities of the Application to be used free of charge to a limited extent. The Service Provider reserves the right to introduce additional, optional functions or services in the future, which may be available for an additional fee. The Service Provider will inform the Customer of any change concerning the introduction of paid functions with appropriate advance notice.
The Customer is obliged to use the Application in accordance with generally applicable law, the provisions of the Terms and good practice.
As part of administrative supervision, the Service Provider may access Customer Content stored in the Customer’s Account by means of super-administrator privileges within the Application, to the extent necessary to:
1. provide technical support at the Customer’s request,
2. ensure the security and integrity of the Application,
3. fulfil obligations arising from generally applicable law.
As part of the administrative supervision referred to in sec. 3, the Service Provider may delete or modify Customer Content only with the consent and at the express request of the Customer, except in cases arising from generally applicable law. Every access within the administrative supervision referred to in sec. 3 is recorded each time (logs) and restricted exclusively to persons authorised on behalf of the Service Provider.
In the event of technical problems related to the operation of the Application, the Customer may report them by e-mail to the address given in § 1 sec. 5 item 1).
The Customer is obliged to provide only data (including personal data) that are true. The Service Provider is not liable for the consequences of the Customer providing untrue or incomplete data.
A single Customer may create only one Account in the Application per e-mail address.
Conclusion of the Service Agreement requires registration (creation of an Account). When using the Application, each Customer is obliged to use their own Account (prohibition on sharing the Account).
The Application is available in a web browser and its use does not require the installation of any software or of any updates thereto. The Service Provider additionally makes available the Mobile Application, the installation of which is voluntary. Using the Service in accordance with the Agreement does not require installation of the Mobile Application, and the Mobile Application does not provide access to functionalities that are unavailable in the browser.
Where an action in the Application is performed by a natural person acting on behalf of a Customer that is not a natural person, performing such action is equivalent to a declaration by the natural person performing it that they are authorised to represent the Customer. The Service Provider is entitled to request that such natural person present proof of their authority to represent the Customer, in particular a power of attorney or an extract from the relevant register. If an action is performed on behalf of the Customer without authority to represent it, the natural person performing that action bears the liability provided for in the Civil Code.
The following in particular constitute a breach of the Terms:
1. the Customer supplying content of an unlawful nature,
2. the Customer using the Service and functionalities of the Application contrary to their intended purpose,
3. the Customer providing untrue or incomplete data,
4. the Customer creating more than one Account using the same e-mail address,
5. the Customer sharing their Account contrary to the prohibition set out in sec. 8, second sentence, above.
If a breach of the Terms is found, the Service Provider may call on the Customer to remedy the breach and set a deadline for that purpose of not less than 7 (seven) days.
If the Customer fails to remedy the breach of the Terms, the Service Provider has the right to block access to the Application until the breach referred to in sec. 11 and 12 is remedied.
All statements, requests, notifications and information referred to in the Terms may be communicated by e-mail, unless a specific provision of the Terms provides otherwise.

§ 4aKnowledge Base, Calendar Connection and Mobile Application

The Knowledge Base enables the Customer to enter information about their business in the Account, in particular answers to frequently asked questions, descriptions of topics and summaries in table form. The Assistant uses this information during conversations with callers. The information entered takes effect from the moment it is saved in the Account.
Information entered into the Knowledge Base constitutes Customer Content and § 10 of the Terms applies to it. The Customer is responsible for its accuracy and currency. The Service Provider does not verify the content of the Knowledge Base or supplement it from its own sources.
The Calendar Connection enables the Account to be linked with the Customer’s external calendar. Once it is established, the Assistant may check the availability of time slots and book an appointment in the calendar during a conversation, within the days and hours set by the Customer in the Account. The Customer may disconnect the calendar in the Account at any time. The Calendar Connection requires a separate authorisation granted by the Customer with the calendar provider and is also subject to that provider’s terms of service.
The Knowledge Base and the Calendar Connection are available from the Professional Plan upwards. These functionalities are not available in the Starter Plan.
The Mobile Application does not provide the Knowledge Base, the Calendar Connection or the contact list saved in the Account. These functionalities are available exclusively in the Application in a web browser. A Customer who chooses a Plan because of the Knowledge Base or the Calendar Connection uses these functionalities in a web browser.
The Mobile Application does not allow the Service to be purchased or the Plan to be changed. Payments are made in the Application in a web browser.
After a conversation has ended, the Application sends the Customer a summary of the conversation by e-mail, by SMS or via the messaging app indicated in the Account. The Customer enables and disables each of these channels separately in the Account settings.
The Assistant does not make declarations of intent on behalf of the Customer, does not conclude agreements, does not accept orders and does not process payments. The Assistant collects information from the caller, books appointments to the extent described in sec. 3 and prepares a summary of the conversation.

§ 5Service Agreement

Under the Agreement, the Service Provider enables the Customer (to the extent resulting from the selected Plan) to use the functionalities of the Application.
In order to conclude the Agreement, the Customer should take the following steps:
1. go to the Application website and navigate to and select the “Sign up” option,
2. complete the required data in the form displayed,
3. tick the mandatory checkbox next to the statement confirming that they have read the Terms and the Privacy Policy and accept their provisions,
4. click the “Sign up” button,
5. open the activation link sent by e-mail to the e-mail address provided by the Customer.
Use of the Application requires registration, creation of an Account and confirmation of registration electronically (by means of the e-mail with an activation link received from the Service Provider).
Clicking the activation link is equivalent to the Customer concluding the Agreement for the Provision of the Application Use Service. The Service Provider does not charge fees for maintaining the Account. In order to use paid functionalities, the Customer must make payments in accordance with the Terms and the Price List.
Alternatively, the Customer may register via their Google account. In such a case, the Customer should:
1. go to the Application website and perform the steps described in sec. 2 item 1 accordingly,
2. select registration via a Google account in the form displayed,
3. tick the mandatory checkbox next to the statement confirming that they have read the Terms and the Privacy Policy and accept their provisions,
4. click the “Next” option,
5. open the activation link sent by e-mail to the e-mail address provided by the Customer.
The Agreement is concluded for an indefinite period. The Customer has the right to terminate the Service Agreement with a 30-day notice period, effective at the end of a calendar month, by submitting to the Service Provider a statement of termination of the Agreement. The statement referred to in the preceding sentence may be sent by e-mail to the address indicated in § 1 sec. 5 item 1) of the Terms.
After the notice period referred to in sec. 6, second sentence, above has expired, the Service Provider provides the Customer with access to the data saved in the Account on the terms set out in § 12 sec. 11, and then deletes the Account. The Customer may request earlier deletion of the Account in accordance with sec. 9 below.
The Service Provider informs, and the Customer acknowledges, that maintaining the conformity of the Application Use Service with the Agreement for the Provision of the Application Use Service does not require installation of the Mobile Application or of any other software.
Irrespective of the termination referred to in sec. 6, the Customer may request deletion of the Account at any time. The request is submitted:
1. in the Application or in the Mobile Application, in the Account settings, by selecting the Account deletion option and confirming that choice using a link sent to the e-mail address assigned to the Account, or
2. from the e-mail address assigned to the Account, to the address indicated in § 1 sec. 5 item 1) of the Terms, or
3. via the page available at https://doganswer.com/en/delete-account/.
The Account is deleted 30 days after confirmation of a request submitted in accordance with sec. 9 item 1). During this period the Customer may cancel the request after logging in to the Account, and from the confirmation of the request until its cancellation no Subscription Fee is charged for subsequent Subscription Periods. In the case of a request submitted in accordance with sec. 9 item 2) or 3), the Account is deleted within 14 days of its receipt. Deletion of the Account is equivalent to termination of the Agreement and to the Customer waiving the access to data referred to in § 12 sec. 11.
Together with the Account, the Service Provider deletes: the Account data and its settings, the Assistant settings, Knowledge Base entries, contacts saved in the Account, the call history together with transcripts and summaries, call recordings, the Calendar Connection together with the access authorisations, and the link between the Account and registered mobile devices.
Deletion of the Account does not cover accounting documents or data which the Service Provider is obliged to retain under the law, in particular invoices and billing data. The retention periods are set out in the Privacy Policy.
Deletion of the Account does not result in a refund of the Subscription Fee for a Subscription Period that has already begun, in accordance with § 6 sec. 7.
Deletion of the Account does not disable the call forwarding set up by the Customer on their telephone. Disabling call forwarding is the Customer’s responsibility and is done using the code provided in the Application, in the tab containing the forwarding instructions. A Customer who deletes the Account without disabling call forwarding will not receive incoming calls.

§ 6Fees and settlements

Prices of services in the Price List are net amounts and are increased by VAT at the applicable rate.
Unless a specific provision of the Terms or individual arrangements with the Service Provider provide otherwise, all payments due to the Service Provider are made by the Customer using the payment systems made available within the Application.
In consideration of the provision of the Services, the Customer is obliged to pay the Subscription Fee in the amounts indicated in the Price List. Changes to the prices indicated in the Price List are announced in the Application and do not constitute amendments to these Terms.
The Subscription Period is renewed automatically in accordance with the purchased Plan. The Customer may stop automatic renewal at any time before the start of the next Subscription Period; the cancellation takes effect at the end of the current Subscription Period.
The date of payment is the date on which the amount of the Subscription Fee due for the Service is credited to the Service Provider’s bank account. Once the payment has been credited within the payment systems, the Service Provider sends to the Customer’s e-mail address information on granting access to the Application together with a VAT invoice.
The Subscription Fee is paid automatically, periodically in advance according to the selected Subscription Period, on dates resulting from the date of conclusion of the Agreement.
Once the Subscription Period has begun, the Subscription Fee is non-refundable, unless generally applicable law provides otherwise.
Failure by the Customer to pay the Subscription Fee will result in suspension of access to the functionalities of the Application until the Subscription Fee is credited to the Service Provider’s bank account.
If the Customer fails to pay the Subscription Fee or the funds cannot be collected through the integrated payments, a reminder with information about the missing payment is displayed to the Customer.
The Customer may enter a Discount Code in the field provided for that purpose, during the purchase of the Service or when changing the Plan. The Discount Code takes effect from the moment it is correctly entered and confirmed; it cannot be applied to a Subscription Period that has already been paid for.
The conditions of a Discount Code are determined by the Service Provider when making it available. The conditions include in particular: the amount and type of the benefit, the Plans to which the Discount Code applies, the number of Subscription Periods covered by the benefit, the expiry date and the maximum number of uses of the Discount Code. Once the number of uses has been exhausted or the expiry date has passed, the Discount Code ceases to work.
Discount Codes cannot be combined with each other or with other promotions. One Discount Code may be used per purchase, unless the Service Provider expressly indicates otherwise when making a given Discount Code available.
After the number of Subscription Periods covered by the benefit resulting from the Discount Code has elapsed, the Subscription Fee is charged in the full amount resulting from the Price List, without separate notice. The Service Provider states the number of Subscription Periods covered when making the Discount Code available.
A Discount Code cannot be exchanged for cash or refunded. The Service Provider may invalidate a Discount Code used contrary to its conditions, in particular used repeatedly by the same entity operating from multiple Accounts, and charge the Customer the difference up to the full Subscription Fee.

§ 7Price List, Plans and Minute Limit

The current Price List is available at: https://doganswer.com/en/#cennik.
The Price List may provide that a specified number of Services may be used by the Customer free of charge.
The Service Provider may change the Price List at any time. A change to the Price List does not constitute an amendment to the Terms.
A change to the Price List does not in any way affect the amount of fees specified in Agreements concluded before the change to the Price List.
The Service is available in the following Plans:
1. Starter – a free Plan, with the Minute Limit indicated in the Price List, without access to the Knowledge Base or the Calendar Connection,
2. Professional – a paid Plan, with the Minute Limit indicated in the Price List, with access to the Knowledge Base and the Calendar Connection,
3. Business – a paid Plan, with a Minute Limit indicated in the Price List that is higher than in the Professional Plan, with access to the Knowledge Base and the Calendar Connection,
4. Enterprise – a Plan with terms agreed individually with the Customer.

The amount of the Subscription Fee for each Plan and the size of the Minute Limit are set out in the Price List. The summary below reproduces the Price List in force on the date of the last update of the Terms and is for information purposes only; the values indicated in the Price List are binding:

Plan	Minute Limit per monthly Subscription Period	Net monthly Subscription Fee	Knowledge Base and Calendar Connection
Starter	10 minutes to start with	PLN 0	no
Professional	120 minutes	PLN 99	yes
Business	300 minutes	PLN 299	yes
Enterprise	agreed individually	agreed individually	yes

The Subscription Fee is billed for a monthly or annual Subscription Period, at the Customer’s choice. The terms of annual billing are set out in the Price List.
A change to a higher Plan takes effect immediately after it has been paid for. A change to a lower Plan takes effect at the end of the current Subscription Period.
The Minute Limit is renewed at the beginning of each Subscription Period. Unused minutes do not carry over to the next Subscription Period and are not refunded or settled in any other form.
The Minute Limit includes the duration of each call handled by the Application, counted from the moment the call is answered by the Assistant until it ends. The Customer may set a maximum duration for a single call in the Account.
The Service Provider informs the Customer when the Minute Limit is being approached, no later than after 90% of the Minute Limit has been used in the current Subscription Period, and when it has been exhausted. The Service Provider provides this information through the channels enabled by the Customer in the Account settings.
Once the Minute Limit has been exhausted, the Application stops answering further calls until the end of the current Subscription Period. The caller will hear a message stating that the number is unavailable. This rule applies in every Plan and in every Subscription Period.
The Service Provider does not charge any fee for call time exceeding the Minute Limit. There is no fee per minute above the Minute Limit, and the Customer cannot be charged such a fee.
The Customer may restore call answering before the end of the Subscription Period by changing to a higher Plan in accordance with sec. 8. The Customer may also at any time disable forwarding of calls to the Application, using the code provided in the Application in the tab containing the forwarding instructions; calls then go exclusively to the Customer’s telephone.

§ 8Demo version of the Application

Within the Application, the Service Provider provides access to it in a demonstration version (hereinafter: the “Demo”).
The Demo makes it possible to use a test number and use the Application without the need to create an Account or register. Within the Demo, 10 minutes of calls may be used.
In order to use the Demo, click the “Call” button in the relevant panel on the Application website.
Calls made within the Demo are not recorded or transcribed – only a summary of the calls is generated. After the call, the Service Provider sends the summary by SMS.

§ 9Complaints

If a non-conformity of the Service with the Terms is discovered, the Customer may submit a complaint.
A complaint is submitted in writing or by e-mail to the address indicated in § 1 sec. 5 item 1) of the Terms, no later than 30 days from the date on which the non-conformity was discovered.
A complaint should contain:
1. the Customer’s name,
2. the e-mail address assigned to the Account,
3. a description of the discovered non-conformity of the Service with the Terms,
4. the date and approximate time of the event, and if the complaint concerns a specific call – the caller’s telephone number or the date and time of that call (for example: a call on 10 September 2026 at 14:20, number 600 100 201).
The Service Provider may refuse to bring the Service into conformity with the Terms if this is impossible or would require the Service Provider to incur excessive costs.
After considering the complaint, the Service Provider gives the Customer a response to the complaint in which it:
1. accepts the complaint and indicates the planned date for bringing the Service into conformity with the Terms,
2. refuses to bring the Service into conformity with the Terms for the reason indicated in sec. 4 above,
3. rejects the complaint as unfounded.
The Service Provider responds to the complaint by e-mail within 21 (twenty-one) days of its receipt. In particularly complex cases, the time limit for responding to a complaint may be extended to 30 calendar days.
The Service Provider confirms receipt of the complaint to the Customer’s e-mail address within 2 business days of its receipt.
A complaint concerning the amount of the Subscription Fee, the settlement of a Discount Code or the settlement of the Minute Limit should be submitted within 30 days from the date of receipt of the invoice to which it relates.
Submitting a complaint does not release the Customer from the obligation to pay the Subscription Fee for the current Subscription Period.
A Customer who is a natural person conducting business activity, for whom the conclusion of the Agreement is not of a professional nature, as resulting in particular from the subject of their business activity disclosed in the Central Register and Information on Economic Activity (CEIDG), enjoys the rights granted to consumers to the extent indicated in Article 7aa of the Consumer Rights Act. With respect to such a Customer:
1. the Service Provider responds to the complaint within 14 days of its receipt,
2. the exclusion of statutory warranty referred to in § 12 sec. 2 does not apply,
3. the limitation of liability referred to in § 12 sec. 5 does not apply to the extent that mandatory provisions of law do not permit it,
4. the Customer may use out-of-court complaint handling and redress procedures, including the EU online dispute resolution platform.

§ 10Customer Content

It is prohibited to submit Customer Content:
1. containing untrue data, or contrary to the law, the Terms or good practice,
2. containing content serving to carry out activities prohibited by law, inciting violence or hatred, or insulting any group of persons or any person,
3. containing content that may infringe personal rights, copyright, image rights or other rights of third parties,
4. containing advertising, promotional, political, religious or discriminatory content,
5. containing content promoting activities competitive with the Service Provider.
Any person using the Application (hereinafter: the “Notifier”) is entitled to report Customer Content that may breach the Terms.
A report may be made by e-mail to: [email protected].
A report should contain the following information:
1. a sufficiently substantiated explanation of the reasons why the given Customer Content constitutes illegal content,
2. a clear indication of the exact electronic location of the information, such as the exact URL or URLs, and, where appropriate, additional information enabling the identification of the Customer Content, as appropriate to its type and to the functionalities of the Application,
3. the name and surname or company name and e-mail address of the Notifier, except in the case of a report concerning information considered to be related to one of the offences referred to in Articles 3 to 7 of Directive 2011/93/EU,
4. a statement confirming the Notifier’s bona fide belief that the information and allegations contained therein are accurate and complete.
Upon receipt of a report, the Service Provider sends the Notifier a confirmation of its receipt to the e-mail address indicated by the Notifier.
If the report does not contain the elements indicated in sec. 4 above or contains errors, the Service Provider may ask the Notifier to supplement or correct the report within 14 days from the date of receipt of such request. If the Notifier does not supplement or correct the report within the time limit indicated in the preceding sentence, the Service Provider may leave the report unexamined.
The Service Provider verifies the reported Customer Content within 14 days from the date of receipt of a complete and correct report. As part of the verification, if necessary, the Service Provider will ask the Notifier to provide the necessary additional information or documents. Until the report has been examined, the Service Provider may block the visibility of the Customer Content.
Having verified the report, the Service Provider:
1. removes Customer Content that breaches the Terms,
2. restores Customer Content that does not breach the rules arising from the Terms (if its visibility was blocked at the report verification stage),
– stating the reasons for its decision.
If Customer Content is removed, the Service Provider promptly notifies both the Notifier and the Customer who published the removed Content, stating the reasons for its decision.
The statement of reasons for the Service Provider’s decision includes:
1. an indication of whether the decision involves the removal of Customer Content, the blocking of its visibility, its demotion, or imposes other measures referred to in the Terms and, where appropriate, the territorial scope of the decision and its duration,
2. the facts and circumstances relied on in taking the decision, including, where appropriate, information on whether the decision was taken on the basis of a report submitted by the Notifier or on the basis of voluntary own-initiative investigations carried out by the Service Provider and, where strictly necessary, the identity of the Notifier,
3. where appropriate, information on the use of automated means in taking the decision, including information on whether the decision was taken in respect of Customer Content detected or identified using automated tools,
4. where the decision concerns potentially illegal Customer Content, a reference to the legal or contractual ground relied on and explanations as to why the Customer Content is considered to be illegal content on that ground,
5. clear and user-friendly information for the Customer and the Notifier on the possibilities of appeal available to them.
A Customer whose Customer Content has been removed, or a Notifier whose request to remove the reported Customer Content has been refused by the Service Provider, may appeal against the Service Provider’s decision.
An appeal may be submitted as follows:
1. by e-mail – to: [email protected],
2. in writing, preferably by registered letter – to the address given in § 1 sec. 4.
An appeal should contain:
1. the name and surname or company name of the appellant,
2. contact details (e-mail address, correspondence address),
3. a detailed statement of reasons why, in the appellant’s opinion, the Service Provider’s decision is wrong and should be changed.
The Service Provider promptly confirms receipt of the appeal by sending a notification to the e-mail address indicated by the appellant.
Appeals are considered within 14 days of their receipt by an authorised team of the Service Provider (these actions will not be carried out in an automated manner without human involvement).
The Service Provider notifies the appellant by e-mail of the decision taken as a result of considering the appeal and, if at the same time it considers the reported content to be illegal content, takes the actions provided for in the Terms with respect to it.
Submitting Customer Content is equivalent to a statement by the Customer that they are its sole author. The Customer bears full responsibility for the Customer Content and the consequences of its publication (including for infringements of personal rights and intellectual property rights of third parties).

§ 11Use of artificial intelligence (AI)

The Customer declares that they are fully aware that by using the Application they are using tools based on (generative) AI, and consents to the use of the Application together with AI-based functions. Due to the nature of this technology, the Service Provider is not liable for the consequences (or any damage) of actions taken by the Customer on the basis of recommendations or other outputs generated by AI.
The Service Provider states that the Application uses:
1. ElevenLabs – voice processing, speech synthesis and conducting the conversation,
2. language models provided via OpenRouter – preparing the transcript and summary of the conversation and searching for answers in the Knowledge Base,
3. risk category under the Artificial Intelligence Act: limited risk.
The list of model providers may change. The current list of data recipients is available in the Privacy Policy.
Due to the nature of functionalities based on generative AI, the results and effects of the Customer’s use of these functionalities do not constitute advice, consultancy services or any other services of this kind. Furthermore, the Customer acknowledges that AI-generated results may contain errors, inaccuracies or hallucinations and require human verification before use. The Application may not serve as a substitute for services provided by the Customer to its clients.
The Customer undertakes to:
1. verify all results of the use of AI before using them,
2. not rely solely on generated content when making decisions,
3. fulfil the information obligations towards its clients, partners and contractors in the field of personal data protection, in particular to:
  1. provide information that the Customer uses the Application and that persons contacting the Customer who uses the Application are having a conversation with an AI tool,
  2. inform them that conversations may be recorded and that, on the basis of the recordings, the Application will prepare their transcripts and summaries.
With regard to the obligation referred to in sec. 4 item 3) above, the Service Provider provides within the Application the basic, non-editable content of the message addressed to the Customer’s recipients. The remainder of the message is completed by the Customer. The Customer is responsible for the entire message addressed to its recipients while using the Application.
Data entered into the Application may be transferred to the external AI model providers referred to in sec. 2. The current list of data recipients is available in the Privacy Policy.
The Service Provider makes every effort to use external AI providers whose models do not use the data entered into them by users for training. In the event of any changes in this respect on the part of these providers, the Service Provider ensures that all steps are taken to switch to providers that ensure such data are not used to train their models.
The Service Provider is not liable for:
1. decisions made on the basis of AI results,
2. infringement of intellectual property rights resulting from AI-generated content,
3. damage resulting from erroneous AI recommendations.
AI-generated content is the property of the Customer to the extent permitted by law, subject to the rights of AI model providers. The Customer acknowledges that AI content may not be protected by copyright, that similar content may be generated for other users, and that the Service Provider does not guarantee the uniqueness of the results.
Using the Application in accordance with the relevant generally applicable provisions of law and the Terms, including in particular with respect for copyright and related rights, is the sole responsibility of the Customer.
The Customer undertakes to:
1. verify whether content infringes the rights of third parties,
2. label content as AI-generated where required by law.

§ 12Liability

The Service Provider undertakes to provide the Services with due diligence. The Service is provided on an “as is” and “as available” basis, subject to mandatory provisions of law.
The parties exclude the Service Provider’s liability for the Customer’s lost profits and under statutory warranty (rękojmia), subject to § 9 sec. 10.
The Service Provider does not guarantee any particular level of performance, efficiency or usefulness of the Application in relation to the Customer’s specific needs and applications.
The Service Provider may restrict, modify or disable certain functionalities of the Application if this is necessary to ensure compliance with the law, decisions of supervisory authorities or regulatory guidelines, without incurring liability towards the Customer.
The Service Provider’s total liability for damages towards the Customer is limited to an amount equal to the total remuneration paid by the Customer to the Service Provider in the 3 months preceding the event giving rise to the damage, subject to § 9 sec. 10.
To the extent permitted by the Civil Code, the Service Provider is not liable towards the Customer for the consequences of:
1. the Customer using any services or functionalities available within the Application contrary to their intended purpose,
2. the Customer providing incorrect or untrue data,
3. the use of data authorising access to the Account by third parties, if those persons came into possession of such data as a result of their disclosure by the Customer or as a result of the Customer’s insufficient protection of such data against access by such persons,
4. acts, omissions and false statements of the Customer.
To the extent permitted by the Civil Code, the Service Provider is not liable for disruptions in the operation of the Application resulting from:
1. force majeure (which also includes the unavailability of the APIs of key external service providers or a prohibition on the use of specific AI models by supervisory authorities),
2. necessary maintenance work carried out on the Application,
3. causes attributable to the Customer,
4. causes beyond the Service Provider’s control, in particular acts of third parties for which the Service Provider is not responsible.
The Service Provider undertakes to carry out the work referred to in sec. 7 item 2 above in a manner that is as unobtrusive as possible for Customers and, where possible, to inform them in advance of planned work.
The Service Provider undertakes, where possible, to remedy disruptions in the operation of the Application on an ongoing basis.
The Customer undertakes to indemnify the Service Provider and to cover all damage, costs and third-party claims arising in connection with:
1. use of the Application in breach of the Terms,
2. Customer Content,
3. breach of the law by the Customer.
The above includes in particular the costs of court and administrative proceedings and legal services.
After termination of the Agreement, the Service Provider provides the Customer with access to the data saved in the Account for 90 consecutive days and, after this period has expired, deletes them. At the Customer’s request, the Service Provider deletes the data earlier. The provision of access referred to in the first sentence does not apply if the Agreement ended as a result of deletion of the Account at the Customer’s request submitted in accordance with § 5 sec. 9; in such a case, the data are deleted in accordance with § 5 sec. 10 and 11.
The Customer may request:
1. a full export of the data before their deletion,
2. assisted migration (optionally paid).

§ 13Marketing cooperation

Unless a separate agreement provides otherwise, the Customer consents to the Service Provider:
1. informing the Service Provider’s clients and prospective clients that it has performed Services for the Customer when presenting the Service Provider’s experience, without disclosing the terms of cooperation,
2. informing on its website and in social media about its cooperation with the Customer, without disclosing the terms of cooperation,
3. placing the Customer’s name and logo in offers and marketing materials, on the Service Provider’s website and on the Service Provider’s social media profiles,
4. placing a review of the Service Provider prepared by the Customer in offers and marketing materials, on the Service Provider’s website and on the Service Provider’s social media profiles.
At the express request of the Customer, the Service Provider is obliged to present to the Customer for inspection, prior to publication, marketing materials concerning cooperation with the Customer.

§ 14Intellectual property of the Service Provider

All components of the Application, in particular:
1. the name of the Application,
2. the logo of the Application,
3. photographs and descriptions,
4. the operating principles of the Application, all of its graphic elements, interface, software, source code and databases
– are legally protected under the Act of 4 February 1994 on Copyright and Related Rights, the Act of 30 June 2000 – Industrial Property Law, the Act of 16 April 1993 on Combating Unfair Competition and other generally applicable provisions of law, including European Union law.
The Service Provider grants the Customer a non-exclusive, non-assignable, non-transferable licence to use the Application solely to the extent resulting from the selected Plan.
The licence does not include:
1. the right to modify, copy or decompile the Application,
2. the right to make the Application available to third parties, unless the Terms provide otherwise.
Any use of the Service Provider’s intellectual property without its prior express permission, in breach of the Terms, is prohibited.
It is prohibited to use the Application for the purpose of:
1. creating competing products,
2. testing, benchmarking or reverse engineering,
3. circumventing technical or licensing limits.
The Service Provider is entitled to monitor the manner in which the Application is used to the extent necessary to ensure security, prevent abuse and enforce the Terms.
A breach of the above rules entitles the Service Provider to immediately suspend the Account or terminate the Agreement without notice.

§ 15Personal data

Information on the processing of Customers’ personal data is contained in the Privacy Policy available at: https://doganswer.com/en/privacy-policy/.
The rules and conditions under which the Customer entrusts the Service Provider with the processing of personal data are set out in the Data Processing Terms, constituting Annex No. 1 to the Terms.

§ 16Amendments to the Terms

The Service Provider may amend the Terms, among others, in the event of:
1. a change in the Service Provider’s scope of business,
2. the Service Provider starting to provide new services, modifying the services provided so far or ceasing to provide them,
3. technical modifications to the Application requiring the provisions of the Terms to be adapted to them,
4. a legal obligation to make amendments, including an obligation to adapt the Terms to the current legal situation.
The Customer will be informed of an amendment to the Terms by the publication of its amended version in the Application. In addition, the amended version of the Terms will be sent to the Customer by e-mail.
Agreements concluded before the amendment of the Terms are governed by the provisions of the Terms in force at that time.
A Customer who does not agree to the amendment of the Terms may terminate the Agreement for the use of the Application with immediate effect within 10 (ten) days from the date of receiving information about the amendment of the Terms. Failure to terminate is deemed to constitute consent to the amendment of the Terms.
Termination of the Agreement for the use of the Application takes place by the Customer submitting to the Service Provider a statement of termination of the Agreement. The statement referred to in the preceding sentence may be sent by e-mail to the address indicated in § 1 sec. 5 item 1) of the Terms.
Immediately after receiving the statement referred to in sec. 5 above, the Service Provider deletes the Account.

§ 17Final provisions

The current version of the Terms is effective from 22 June 2026. Last update of the Terms: 28 September 2026.
If any provision of the Terms proves to be invalid, the remaining provisions remain in full force and effect.
The Terms are governed by Polish law. Any disputes arising under these Terms will be resolved by amicable negotiation and, if no agreement is reached, by the common court having jurisdiction over the Service Provider’s registered office.
Matters not regulated in the Terms are governed by the generally applicable provisions of Polish law.

Annex No. 1. Data Processing Terms

§ 1. General provisions

These terms for the entrustment of personal data processing (hereinafter: the “Data Processing Terms”) set out the rules and conditions for entrusting the processing of personal data saved by the Customer in the Account and transferred to the Processor for the purposes of using the Services in performance of the Agreement.
Matters not regulated in the Data Processing Terms are governed by the provisions of the “Doganswer” Application Terms of Service (hereinafter: the “Application Terms”).
All capitalised terms not otherwise defined in the Data Processing Terms have the meanings given to them in the Application Terms.
The Data Processing Terms constitute a standard form of the contract referred to in Article 28 of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter: the “GDPR”).

§ 2. Entrustment of personal data processing

The Customer (hereinafter also: the “Controller”) entrusts the Service Provider (hereinafter also: the “Processor”) with the processing of personal data pursuant to Article 28 of the GDPR, to the extent set out in § 3 of the Data Processing Terms.
The Controller represents that:
1. it is the controller of the personal data entrusted to the Processor under the Data Processing Terms,
2. it collects and processes the personal data entrusted to the Processor for processing in accordance with the GDPR and other generally applicable provisions of law.
The Processor undertakes to process personal data to the extent and on the terms set out in the Data Processing Terms, the GDPR and other generally applicable provisions of law.
The Processor performs the obligations set out in the Data Processing Terms within the remuneration specified in the Application Terms and in the Price List.

§ 3. Subject matter, nature, purpose and duration of processing

The personal data entrusted by the Controller will be processed by the Processor solely on the documented instructions of the Controller and solely for the purpose of performing the Services indicated in the Application Terms. A “documented instruction” is deemed to include, in particular, the conclusion by the Controller of the Service Agreement (hereinafter also: the “Main Agreement”).
The Controller entrusts the Processor with the processing of personal data of the following categories (hereinafter: the “entrusted personal data”):
1. personal data of the Customer’s clients / contractors / business partners: name and surname, business name, correspondence address, residential or registered office address, KRS number, NIP, REGON, e-mail address, telephone number, and other data provided by these persons during a telephone conversation.
Due to the nature of the Controller’s business, the entrusted data may include special categories of data referred to in Article 9 of the GDPR, or data relating to criminal convictions and offences referred to in Article 10 of the GDPR.
The entrusted personal data will be processed using IT systems (in an automated manner).

§ 4. Obligations, rights and representations of the Processor

The Processor undertakes to secure the entrusted personal data by implementing (before commencing the processing) and maintaining technical and organisational measures appropriate to the nature, scope, context and purpose of the processing of the entrusted data, including the measures required by the relevant generally applicable provisions of law, so that the processing of the entrusted personal data meets the requirements of the GDPR.
The Processor undertakes to ensure that persons authorised to process the personal data entrusted under the Data Processing Terms have committed themselves to confidentiality or are under an appropriate statutory obligation of confidentiality.
The Processor undertakes, to the extent justified by the subject matter of the Main Agreement and insofar as possible, to assist the Controller in fulfilling its obligation to respond to requests from data subjects exercising their rights under generally applicable law, including those laid down in Chapter III of the GDPR.
The Processor undertakes to notify the Controller without undue delay of:
1. any breach of the protection of the entrusted personal data, where a “breach of the protection of the entrusted data” means any accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or unauthorised access to, the entrusted personal data. The notification referred to in this item 1) must be made no later than 24 hours after the breach of the protection of the entrusted data has been detected,
2. any request received from a person whose data it processes, while refraining from responding to the request until it receives the Controller’s opinion. The notification referred to in this item 2) must be made no later than 24 hours after receipt of the request,
3. any legally binding request for disclosure of personal data to a competent state authority, unless notification is prohibited by law, in particular by provisions of criminal procedure, where the prohibition is intended to ensure the confidentiality of an investigation that has been initiated,
4. any inspection of the compliance of personal data processing carried out by the President of the Personal Data Protection Office (UODO) or another supervisory authority and its results, and of any other actions of public authorities concerning such data.
The Processor undertakes, to the extent justified by the subject matter of the Main Agreement and the information available to it, to assist the Controller in fulfilling its obligations under generally applicable law, including Articles 32–36 of the GDPR, concerning the security of personal data processing, the notification of personal data breaches to the supervisory authority and to the data subject, data protection impact assessments and the related prior consultation with the supervisory authority.
The Processor undertakes to:
1. make available to the Controller, within 14 days from the date of receipt of a request, all information and documents necessary to demonstrate compliance by the Controller with its obligations under generally applicable law,
2. allow for and contribute to audits, including inspections, conducted by the Controller or an auditor authorised by the Controller, on the terms agreed by the parties in each case and subject to the provisions of this paragraph.
The audit referred to in sec. 6 item 2 above may be carried out:
1. no earlier than 14 days from the date on which the Processor receives notice of the audit, on a date agreed by the Parties, and
2. after a non-disclosure agreement has been concluded between the Processor and the Controller or an auditor authorised by the Controller.
After the audit has been completed, the Parties will draw up a report in 2 copies, to be signed by authorised representatives of both Parties. The Processor may raise objections to the report within 5 business days from the date of its signature by the representatives of the Parties.
If deficiencies affecting the security of the processing of the entrusted personal data are identified during the audit, the Processor undertakes to comply with the recommendations formulated by the Controller or an auditor authorised by the Controller.

§ 5. Obligations of the Controller

The Controller is obliged to ensure that, throughout the term of the Main Agreement, it has a legal basis for processing the entrusted personal data and holds the appropriate rights enabling it to entrust them to the Processor. In the event of loss of the aforementioned legal basis or rights with respect to specific entrusted personal data, the Controller is obliged to take, without undue delay, the steps necessary to cease entrusting them, in particular to notify the Processor thereof.
The Controller undertakes not to give the Processor instructions regarding the processing of the entrusted personal data that would be inconsistent with generally applicable law, the provisions of the Data Processing Terms or other contractual obligations.

§ 6. Further entrustment of personal data

The Controller gives its general consent to the Processor further entrusting the processing of personal data (hereinafter: “sub-entrustment”) to subcontractors of its choice.
The list of subcontractors to which the Processor has sub-entrusted the processing of personal data is held by the Processor and may be made available to the Controller upon request.
The Processor undertakes to ensure that:
1. the entity to which it sub-entrusts the processing applies appropriate technical and organisational measures to guarantee the processing of the entrusted personal data in accordance with the GDPR,
2. the scope of the data protection obligations of the further processor corresponds to the obligations of the Processor set out in the Data Processing Terms.
If the Processor intends to sub-entrust the processing of personal data to a given subcontractor, it is obliged to notify the Controller thereof by e-mail no later than 7 (seven) days before the sub-entrustment. The Controller may object to the sub-entrustment referred to in the preceding sentence by submitting an objection by e-mail within 7 (seven) days from the date of receipt of the notification of the sub-entrustment.
After the time limit for submitting the objection referred to in sec. 4 above has expired without an objection, the Processor may sub-entrust the processing of the personal data to the selected subcontractor.
If the objection referred to in sec. 4 above is submitted, the Processor may withdraw from the Main Agreement with immediate effect.
The sub-entrustment referred to in sec. 4 above does not constitute an amendment to the Data Processing Terms.

§ 7. Term of the Data Processing Terms

The provisions of the Data Processing Terms remain in force for the term of the Main Agreement.

§ 8. Effects of termination of the Main Agreement

In the event of termination of the Main Agreement, the Processor undertakes, without undue delay and no later than 14 business days from the date of termination of the Main Agreement, to return to the Controller and delete from its own storage media all personal data the processing of which has been entrusted to it, including effectively deleting them from electronic media at its disposal. The provisions of the preceding sentence do not apply to personal data which the Processor is required by generally applicable law to retain for longer than the term of the Main Agreement.

§ 9. Liability

If either party to the Main Agreement breaches the provisions of the Data Processing Terms, the GDPR or other generally applicable provisions of law, as a result of which the other party suffers damage, the party responsible for the breach is obliged to compensate only for the actual loss and is not liable for the profits lost by the other party as a result of the breach.

§ 10. Amendments to the Data Processing Terms

The provisions of § 16 of the Application Terms apply accordingly to amendments to the Data Processing Terms.

§ 11. Final provisions

The current version of the Data Processing Terms is effective from 22 June 2026.