Privacy Policy
This Privacy Policy explains how DukeQ (by Tendo) ("DukeQ", "we", "us", or "our") collects, uses, discloses, and safeguards information when you access or use our web application, websites, and related services (collectively, the "Service"). By using the Service, you agree to the practices described in this policy.
1. Our Role
For information you enter into a workspace about your business, customers, suppliers, employees, contractors, and deliveries, your workspace (your employer or the organisation that invited you) decides what is collected and why, and DukeQ processes it on that organisation's instructions. For account, billing, security, and product-usage information, DukeQ decides how the information is used. If you want your workspace data corrected or deleted, contact your workspace administrator first; we will assist them.
2. Information We Collect
- Account information: name, email address, phone number, workspace or company name, job title, role and permissions, and credential data (passwords are stored only as salted hashes, never in readable form).
- Business data you enter: customers, suppliers, products, batches, orders, invoices, payments, expenses, inventory movements, stock counts, accounting entries, bank statements, payroll and compensation records, addresses, GPS coordinates, signatures, uploaded documents, and any other content you or your team submit.
- Usage, device, and diagnostic data: IP address, browser type and version, device identifiers, operating system, referring pages, timestamps, pages viewed, features used, actions taken, and error and performance data.
- Session recordings and product analytics: we use analytics and session-replay technology to understand how the Service is used and to diagnose faults. Recordings mask sensitive input fields such as passwords, email addresses, and phone numbers.
- Location data: approximate or precise location where you or your workspace enable it, for example to record a customer visit or a delivery.
- Communications: messages you send to support, feedback, and survey responses.
- Cookies and similar technologies: used to keep you signed in, remember preferences, secure the Service, and measure usage.
Please do not submit payment card numbers, biometric data, health records, or other unusually sensitive information unless a feature is expressly designed to receive it.
3. How We Use Information
- To provide, operate, maintain, and secure the Service and your workspace.
- To authenticate users, enforce roles, permissions, approvals, and audit trails.
- To generate the records, documents, reports, and notifications you request.
- To provide support, respond to enquiries, and communicate about service changes.
- To bill for subscriptions, add-ons, and metered usage, and to collect amounts owed.
- To monitor, investigate, and prevent fraud, abuse, security incidents, and violations of our terms.
- To analyse usage, fix defects, and develop and improve features, including through aggregated and de-identified statistics that do not identify you or your workspace.
- To comply with legal, tax, accounting, and regulatory obligations.
4. Automated and AI-Assisted Processing
Some features use automated processing and third-party AI models, for example to extract tables from an uploaded bank statement, suggest matches, or draft a written summary. When you use those features, the relevant content is transmitted to the model provider for processing and returned to your workspace. Output is decision support only and is reviewed by you before it is relied on. We do not use your workspace content to train publicly available foundation models.
5. How We Share Information
We do not sell your personal information. We share information only:
- Within your workspace: with other authorised users and administrators of your workspace, according to the roles and permissions your administrator configures.
- With service providers (sub-processors): hosting, database and storage, email delivery, mapping and address lookup, analytics and session replay, AI model providers, and payment or messaging providers, each engaged to process information on our behalf under confidentiality and security obligations.
- For legal reasons: where required by law, regulation, legal process, or a government request, or to establish, exercise, or defend legal claims.
- To protect the Service: to investigate and prevent fraud, abuse, or threats to the security or integrity of the Service or the rights of others.
- In a business transaction: in connection with a merger, acquisition, financing, or sale of assets, subject to this policy.
- With your direction: where you ask us to share information or connect a third-party integration.
6. Support Access and Administrative Actions
Authorised DukeQ personnel may access workspace data where necessary to provide support, investigate a fault, or comply with law, and, where a feature allows it, may sign in on behalf of a user to reproduce a problem. Such actions are limited to what is necessary and are recorded in an internal audit log.
7. International Transfers and Hosting
The Service is delivered from cloud infrastructure that may be located outside your country, and information may be transferred to, stored in, and processed in other jurisdictions. Where required, we use appropriate safeguards for such transfers.
8. Retention
We retain workspace data for as long as the workspace remains active and as needed to provide the Service. After termination we may delete workspace data after a reasonable period, typically 30 days, unless a longer period is required by law or for legitimate business purposes such as billing records, security logs, audit trails, and dispute resolution. Aggregated and de-identified data may be retained indefinitely.
9. Security
We use administrative, technical, and organisational measures designed to protect information, including encryption in transit, access controls, row-level data isolation between workspaces, and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for protecting your credentials and devices and for promptly removing access for users who leave your organisation.
10. Your Choices and Rights
Depending on your location, you may have rights to access, correct, delete, restrict, or object to the processing of your personal information, or to receive a copy of it. Because workspace data is controlled by your organisation, we will usually direct such requests to your workspace administrator and support them in responding. You can update your profile in the Service, manage notification preferences, unsubscribe from non-essential emails using the link in those emails, and control cookies through your browser. Certain cookies are required for the Service to function.
11. Children
The Service is intended for business use and is not directed to children under 18. We do not knowingly collect information from children.
12. Regional and Country-Specific Rights
Our customers and users are located in many countries, and the rights available to you depend on the law that applies to you. Where the EU or UK GDPR applies, you have rights of access, rectification, erasure, restriction, portability, objection, the right to withdraw consent, and the right to complain to your supervisory authority; our lawful bases are performance of a contract, legitimate interests in operating and securing the Service, compliance with legal obligations, and consent where required. Where the laws of an African jurisdiction apply, including data protection statutes in Ghana, Nigeria, Kenya, and South Africa, we support the equivalent rights and any local registration, consent, notification, or cross-border transfer requirements applicable to us. Where United States state privacy laws apply, you may have rights to know, delete, correct, and opt out of sale or sharing of personal information; we do not sell personal information. Nothing in this policy limits a right you have under mandatory local law.
13. Roles: Controller and Processor
For data you and your users submit into a workspace, including customer, supplier, employee, payroll, banking, and transaction records, your organisation is the controller and DukeQ acts as processor on your instructions. You are responsible for having a lawful basis and, where required, for providing notices to and obtaining consents from the individuals whose data you upload, including employees whose payroll, bank, and mobile money details you enter. For account registration, billing, security, product analytics, and our own business records, DukeQ acts as controller.
14. Sub-Processors and Service Providers
We use vetted providers to deliver the Service, including cloud hosting and edge compute, managed database, authentication and storage, email delivery, product analytics and session replay, error monitoring, mapping and address lookup, model providers for document extraction and written summaries, and payment or banking partners where those features are used. Providers are bound by confidentiality and data protection obligations, may only process data to provide their service, and may be located outside your country. We may add or change providers as the Service evolves.
15. International Transfers
Because the Service runs on globally distributed infrastructure, personal information may be transferred to, stored in, or accessed from countries other than your own, including countries that may not provide the same level of protection as your home jurisdiction. Where required, we rely on appropriate safeguards such as standard contractual clauses, equivalent local transfer mechanisms, or your consent, and we apply technical and organisational measures designed to protect the data in transit and at rest.
16. Automated Processing and AI Features
Some features process content using machine learning, including document and bank statement extraction, template training, matching suggestions, search ranking, and written summaries. Content submitted to these features is processed to produce the requested output and is not used to train public foundation models on your data. Output is probabilistic and reviewed by your users before it is relied on. We do not use these features to make automated decisions that produce legal or similarly significant effects on individuals without human review, and you must not configure your use of the Service to do so.
17. Shopping Assistant Conversations, Voice, and Learning
Stores built on DukeQ can offer a shopping assistant that a shopper types or speaks to. When a shopper uses it, what they say is sent to DukeQ and to our speech and language model providers so the assistant can understand the request, search the store catalogue, build a basket, and place an order. DukeQ keeps a record of each turn: the words, the languages detected, what the assistant did, and the outcome.
Separately from that service record, DukeQ may use those conversations to measure and improve how well the assistant understands local languages and finds the right product. This is on by default and a shopper can refuse it before or during any conversation without losing the assistant. Refusing stops future collection, marks what was already kept as ineligible for measurement and training, and lets it delete on the normal retention clock.
Keeping the actual audio of a recording is a separate choice that is off unless the shopper switches it on, and recordings are deleted after 30 days. Conversation records kept for measurement or training are deleted no later than 400 days after they are created. Store owners also control whether their store contributes at all, so contribution requires both the store's permission and the shopper's.
Conversations that reach a store through a merchant-owned messaging channel, including WhatsApp, are processed for that merchant only and are never used to improve the shared assistant. A shopper can ask to see what has been kept about them, and to have it cleared, per store or across DukeQ, using the contact details below or the privacy controls in the assistant.
18. Analytics, Session Replay, and Cookies
We use product analytics and session replay to understand how the Service is used, diagnose errors, and improve reliability. Replay recordings mask text entered into form fields and are intended to capture interaction patterns rather than the content of your records. We use strictly necessary cookies for authentication and session management, and preference and analytics cookies where permitted. You can control non-essential cookies through your browser or, where offered, in-product settings. Disabling strictly necessary cookies will prevent the Service from working.
19. Marketing and Transactional Email
Operational and transactional messages, such as approvals, alerts, digests, invoices, and security notices, are part of the Service and are sent while your account is active. Marketing and product update emails include an unsubscribe link, and unsubscribing does not affect operational messages. Where required by law, we obtain consent before sending marketing email.
20. Data Breach Notification
If we become aware of a personal data breach affecting your workspace, we will notify your workspace administrator without undue delay, provide the information reasonably available to assist you in meeting your own notification duties, and take reasonable steps to mitigate the effect of the breach.
21. Changes to This Policy
We may update this policy from time to time. If we make material changes, we will provide notice through the Service or by email and may ask you to accept the updated policy before continuing to sign in. We will keep a record of the version you accepted and the date and time of that acceptance.
22. Contact
Questions or requests about privacy should be sent to privacy@tendo.app. See also our Terms and Conditions.