Data Usage Policy
This policy is published by TYTN LIMITED (trading as Doubleword), 73 Cornhill, London, EC3V 3QQ, United Kingdom.
Contact: dataprotection@doubleword.ai and support@doubleword.ai
This Data Usage Policy explains how Doubleword handles prompts, inputs, outputs, and related service data when you use the Service. This policy is intended to provide operational clarity and should be read alongside our Terms and Privacy Policy.
1. Scope and Definitions
Service Content: prompts, inputs, files, and outputs submitted to or generated by the Service. This includes Your Content and Output.
Account Data: account, billing, and support contact information (covered primarily by Privacy Policy).
Usage Data: aggregated or de-identified analytics and metrics relating to use of the Service (as defined in the Terms).
2. What you should not submit
You must not submit personal data in Service Content unless we have expressly agreed in writing and, where required, a data processing addendum (DPA) is in place (If you need a DPA, contact support@doubleword.ai). You must not submit highly sensitive personal data, including health data, financial account credentials, government ID numbers, or similar. You must also comply with our Terms, including Acceptable Use and rate limits.
3. What we store by default
(a) Service Content. We store Service Content for operational purposes, including providing the Service, running and completing jobs, preventing abuse, troubleshooting, and security. Service Content is stored in persistent storage and operational queues in Neon in an AWS Europe region. During processing, Service Content may be held temporarily on GPU nodes. Doubleword uses a range of GPU providers across regions for operational purposes.
(b) Account Data. We store basic account metadata in Neon in an AWS Europe region. We use Auth0 (Europe) for authentication.
(c) Billing. We use Stripe for payment processing. We do not store full payment card details. Stripe processes billing information and we store billing-related metadata needed to operate the Service.
(d) Support and communications. We use tools including HubSpot, Google Workspace, and Slack to manage support and communications.
(e) Usage Data. We store Usage Data in Neon and may aggregate Usage Data into Grafana Cloud (Europe) and systems in Google Cloud Platform (Europe) for monitoring and analytics.
4. Retention and deletion
(a) Service Content. We determine retention based on factors such as the status of your account, operational needs (security, abuse prevention, troubleshooting), and legal requirements.
(b) Deletion controls. You can delete Service Content (including prompts, files, and outputs) through the Service where available, or by contacting support@doubleword.ai. You can request account deletion by contacting support@doubleword.ai.
(c) Billing data. You can manage your billing information through Stripe.
(d) Usage Data. De-identified Usage Data may be retained indefinitely to support business and operational needs.
5. Access and internal handling
Access to Service Content and Account Data is limited to the operational team and others on a need-to-know basis for purposes such as support, abuse prevention, troubleshooting, and security. All employees are subject to confidentiality obligations.
6. Training and service improvement
(a) Service Content. By default, we do not use Service Content (including Your Content or Output) directly to train models except to the extent needed to provide and operate the Service for you.
If you choose to opt in (for example via account settings or another written method we provide), you grant us an additional licence to use Your Content and Output directly to develop, improve, and support the Service, which may include training models. Any such use will be as described in the applicable settings and our data usage materials in force at the time. If you later withdraw your opt-in, the change will apply going forward and will not affect any use of Your Content or Output that occurred while your opt-in was in effect.
(b) Usage Data. We may generate and use Usage Data to operate, maintain, secure, and improve the Service.
7. Subprocessors and third parties
We use third parties to help provide the Service, including:
(a) Hosting and infrastructure providers (including AWS, Cloudflare, Neon (Database hosting) and Google Cloud Platform, and a range of providers across regions to enable inference capabilities);
(b) Monitoring and logging providers (Grafana Cloud, Cronitor, Incident.io);
(c) Support and communications tools (HubSpot, Google Workspace, Slack); and
(d) Payment processing (Stripe).
Some processing may occur in non-europe regions.
If you need a current list of our key service providers or more detail, contact support@doubleword.ai.
8. Customer controls and responsibilities
(a) Controls. You can delete Service Content or jobs (where available), disable opt-in training, rotate API keys, request account deletion, and request an export of Account Data by contacting support@doubleword.ai or via the service where available.
(b) Responsibilities. You are responsible for protecting API keys, configuring access appropriately, complying with our Terms (including restrictions on submitting data and rate limits), and ensuring your authorised users do the same.
9. Security overview
We use technical and organisational measures designed to protect the Service and Service Content. This includes encryption in transit and encryption at rest in Neon persistent storage. We use SSO for internal tools and ticket-driven access for support. We separate production and non-production environments. We use key management via Google Cloud Key Management and maintain database backups and test recovery. We use monitoring (including Cronitor) and have an incident response process. We apply secure development practices, including code review and vulnerability scanning for deployed containers, and we monitor open source dependencies. We use DDoS protections, rate limiting, and network controls around core infrastructure.
If you need additional security information (for example a security questionnaire or further details on our controls), contact support@doubleword.ai.
10. Changes to this policy
We may update this Data Usage Policy from time to time. We will post the updated version and update the “Last Updated” date. If we make a material change, we will take reasonable steps to notify you (for example, by email, in-product notice, or by posting on the Website).