Duxels and privacy contact
The party responsible for processing your personal data is Duxels S.A.S. de C.V. (“Duxels”), with its registered address at 3a Avenida 1717, Col. Arboledas de Nueva Linda Vista, C.P. 67129, Guadalupe, Nuevo León, México. For questions about this notice or the data you have shared with Duxels, email contacto@duxels.com.
Contact data and how the form works
The form lets you enter your name, company or project, and a description of your request. If you send us the message, we also receive data associated with your chosen channel, such as your email address or WhatsApp number, and anything you choose to include in the conversation. This form does not request sensitive personal data or payment information; please avoid including them.
As you type, the form prepares the text in your browser. It does not automatically send it to Duxels or save the fields in a website database. Pressing Enter does not send a request either.
Choosing WhatsApp opens an external link that includes the prepared text in its URL and passes it to that service to prefill the message. Choosing email passes the text to your email application. In both cases, you can review the message before sending it to Duxels; the external service may process data as soon as you open it.
How data is used
The data you send us is used to answer your enquiry, understand the project, prepare and follow up on a proposal and, if you agree to purchase services, manage that relationship. Technical access data is used to deliver the site and maintain its operation and security.
This site's application does not include advertising tools, advertising tracking, or third-party analytics. The hosting infrastructure may process technical information about visits, as explained below. To request limits on the use or disclosure of data you send us, email contacto@duxels.com.
If you request a quote, Duxels keeps the details you gave us to prepare it, such as your name, company, e-mail, phone number and tax ID, together with what was quoted, in its internal quote system, which only the Duxels team can open. They are kept to follow up on the proposal and to keep a record of what was quoted. You can ask us at any time to delete or anonymize them by writing to contacto@duxels.com. Anonymizing erases your name, company, e-mail, phone number and tax ID; the free text of the quote (introduction, proposal, notes and the description of the items) is erased too if you ask, and the quote number, dates and amounts are kept.
Language, local storage and cache
The site reads your browser's language preferences. When you manually choose a language, it saves that code in your device's local storage under the key duxels-lang to remember your choice. This preference is not sent to Duxels as a profile record.
A service worker may store pages, images and site files in your browser's cache to help load them and provide offline access. It does not store form fields. You can clear the preference and cache through your browser's site-data settings; you will then need to select the language again and download the files. The application does not set advertising cookies; the infrastructure provider may use technical or security cookies depending on the active services.
Hosting and external services
The site is served through Cloudflare. To handle requests and protect its network, that provider may process the IP address, requested URL, access date and time, and technical browser and connection data. Its infrastructure may process data outside Mexico. Read its policy at https://www.cloudflare.com/privacypolicy/.
Links to WhatsApp, email and social networks open services outside this site. When you use them, their providers may receive connection data, account information and content you choose to share, under their own policies; they may also process data in other countries. Read WhatsApp's policy at https://www.whatsapp.com/legal/privacy-policy and your email provider's or social network's policy before using those channels.
AI chat assistant
The chat assistant on this site and on other Duxels sites (for example account.duxels.com) answers questions about Duxels. What you write in it is sent to Duxels' server and processed by Cloudflare's artificial intelligence service (Workers AI, https://www.cloudflare.com/privacypolicy/) only to generate the answer. Your IP address is used briefly to limit how many messages are sent per minute and Duxels does not store it.
Duxels does not store conversations: they exist only in your browser's memory while the page is open and disappear when you close or reload it. Do not share personal or sensitive data in the chat; answers are automatic and may contain errors. Moving to WhatsApp or email is your choice: the buttons open those apps with a summary you can edit before sending it, and from then on their own privacy policies apply.
To start a conversation, the chat asks for a check that you are a person using Cloudflare Turnstile (https://www.cloudflare.com/privacypolicy/), usually invisible: Cloudflare receives technical data from your browser for this and Duxels receives only the result. With each message the chat also sends the title, the address (only its first two parts, without parameters and without anything that looks like an identifier or a key) and the description of the page you are on, so the answer can take into account where you are, and Duxels' server reads the public description of the site you are on (for example the blog or the forum) for the same purpose. After the check, Duxels keeps for a few hours at most a random identifier of the conversation, the site it came from and a message counter (no text and no personal data) so the check is not repeated with every message; the identifier is held in your browser's memory, not in cookies.
Sending directly from the site
Besides opening WhatsApp or your email, the contact form and the chat offer “Send from here” (in the chat, “Talk to a person”). Only if you press that button does your browser send Duxels your name, the email or phone number where we can reply, your company or project and the message you wrote in that form; the chat conversation is not sent, only what you write in that form. To check that you are a person, Cloudflare Turnstile (https://www.cloudflare.com/privacypolicy/) is loaded only when you press the button.
The message reaches the Duxels team as an email to contacto@duxels.com, sent with Twilio SendGrid, and as a short WhatsApp notice (name, contact and the first words of the message) sent with Twilio to a team number. Twilio, SendGrid and WhatsApp (Meta) are independent providers that may process data outside Mexico and keep delivery records under their own policies (https://www.twilio.com/en-us/legal/privacy, https://www.whatsapp.com/legal/privacy-policy).
Duxels does not store these messages in a database on the site or on the server that receives them: they only pass through it to be sent. Your IP address is used for a moment to limit how many sends are made per minute and per day and is not stored. To check the challenge, the Duxels server sends Cloudflare Turnstile (siteverify) the challenge result together with your IP address; Turnstile processes that IP and signals from your browser as a provider to decide whether you are a person. The email and the WhatsApp notice that reach the team are kept and handled as explained in “Information retention”. If you prefer not to use this option, use WhatsApp or email from your own apps.
WhatsApp assistant
Duxels' WhatsApp assistant answers, from the Duxels number, the questions you write to it about Duxels. When you write to it, WhatsApp (Meta) and Twilio, the messaging provider Duxels uses, process your phone number, your profile name and the content of the message. What you write reaches the Duxels server and is processed by Cloudflare's artificial intelligence service (Workers AI, https://www.cloudflare.com/privacypolicy/) only to generate the answer. Its first reply tells you it is an automated assistant; it can make mistakes, so do not share personal or sensitive data. Duxels does not write to you on its own initiative: it only answers what you write.
To follow the thread of the conversation, Duxels keeps a small record (your language and your last messages and answers, shortened) in a Cloudflare store. The record's key is a keyed hash of your number, not the number, and the record deletes itself 24 hours after your last message, the length of the WhatsApp window. Write STOP (or BAJA) to delete it at once and receive no more answers; in that case Duxels keeps, for up to 90 days, only a mark tied to that hash saying that you asked, which is removed if you write START. Separately, a counter for the day (how many messages and hand-offs so far), also under that hash, limits use and is deleted at the end of the day (UTC); writing STOP does not reset it.
If you write PERSON, or the assistant cannot resolve your question, Duxels notifies a team member with a WhatsApp message and an email (sent with Twilio SendGrid) that include your number, your language and a summary of your messages, and that person can answer you from the Duxels number. So that we can answer you, the notice is kept for 24 hours with your number encrypted; the email is kept as explained in “Information retention”. Twilio keeps a log of the messages that pass through its service: Duxels deletes it automatically after 7 days, and Twilio and WhatsApp may also keep their own records under their policies (https://www.twilio.com/en-us/legal/privacy, https://www.whatsapp.com/legal/privacy-policy).
Account and payment emails
When you create an account, Duxels sends you a welcome email and, while you have plans, a notice when one is activated, changed or canceled, or when someone on your team gives you or takes away a seat. They are written in the language you use on your account page, which is saved in your Clerk profile, and are sent from notificaciones@duxels.com with Twilio SendGrid, which processes your email address, your name and the text of the message. They are notices about the service you signed up for, not advertising; the news and marketing email is separate and you only receive it if you accept it, with a link to unsubscribe.
Receipts, refunds, failed-payment notices (with the link to pay) and expiring-card notices are sent by Stripe, the payment processor, not by Duxels. When a new account is created, or a charge fails, Duxels also notifies the team with an email (and, for the charge, a WhatsApp message without personal data) that includes the account's email and language, or the amount, the customer's email and the invoice number, so that we can help you. Those notices are kept as explained in “Information retention”.
So that the welcome email is not sent to you twice, Duxels stores in your Clerk profile a private mark with the date it was sent, together with your account language; they are deleted when you delete your account. Duxels does not keep a copy of these emails; SendGrid keeps an activity log for a limited time under its policy (https://www.twilio.com/en-us/legal/privacy).
News and marketing emails
Duxels only emails you news or promotions if you ask for them: on your account page (Notifications) there are two boxes, «News about my products and account» and «Offers and promotions picked for me», and both start unticked. The basis for these emails is your consent, which you can withdraw at any time. To choose who gets an email, Duxels uses only those boxes, your account language and your already verified primary email address; it does not sell or share your address with third parties.
The emails are sent from novedades@duxels.com with Twilio SendGrid, which processes your address, your first name and the text of the message. Every email says why you receive it, who sends it (Duxels S.A.S. de C.V. and its postal address) and has a link to unsubscribe with a single click; the email apps that show an «Unsubscribe» button (Gmail, Yahoo, Apple Mail) use that same link. You can also untick the box in your account. The unsubscribe link carries a signed identifier of your account, not your email, and opening it changes nothing until you confirm. If SendGrid reports that you marked an email as spam or that your address does not exist, Duxels also turns the box off. The emails have no tracking pixel and no click-tracking links.
Withdrawing consent does not affect emails already sent and does not stop service notices (security codes, receipts, payment notices and changes to your plan). Duxels keeps no copy of the emails or the list of who they were sent to: for each send it keeps, for 120 days, only counters and technical marks, with no addresses, so that a batch is not repeated; SendGrid keeps an activity log for a limited time under its policy (https://www.twilio.com/en-us/legal/privacy).
Support desk (support.duxels.com)
At support.duxels.com you can open and follow support tickets with your Duxels account; the desk only works with an account. When you open a ticket, Duxels stores your account identifier, your name, your verified e-mail and your language as they were at that moment, the subject, the messages you write and whatever you choose to include in them, the product you indicate, and the ticket’s dates and statuses; the team may also add internal notes and attachments. They are used only to handle your request and follow the conversation, not for advertising. If you do not have a Duxels account, the form, the chat and WhatsApp work as explained above: messages reach the team through those channels.
Ticket data is stored in a Cloudflare database and the files an agent attaches in private Cloudflare storage; it is not sent to any other service or to artificial intelligence tools. Only you, when you sign in with your account, and the members of the Duxels team with an agent or owner role, who sign in with their own Duxels account, can see it. The support owner gives and removes that access, and removing it takes effect immediately. Every action a team member takes on a ticket is logged (who, what, when and from which IP address); the IP address is deleted after 90 days and the content of your messages is not written to the technical logs.
Your Duxels account (Clerk) is used to sign in, as explained in the sections above: from your session the desk receives your account identifier, your verified e-mail, your name and your language, never your password. Cloudflare hosts the desk and processes the technical access data, as described in «Hosting and external services».
Information retention
Form data you do not send does not create a contact record on the site. Your browser or email application may retain or restore data according to its own settings. The language preference and cached files remain on your device until they are replaced or you delete them.
Messages you send are managed through the contact channel used. Their retention depends on following up on your request, any service relationship and applicable legal obligations; providers also apply their own retention periods. To ask about a particular communication or request its deletion where appropriate, email contacto@duxels.com.
Support tickets: a ticket is kept while it is being handled; if it is resolved and 7 days pass without a reply from you, it is closed, and a closed ticket is kept for 12 months. After that, Duxels anonymizes it automatically: the link to your account, your name, your e-mail, your WhatsApp number (if any) and the attachments are deleted, and e-mail addresses and phone numbers in the texts are replaced by «[correo]» and «[teléfono]» and your name by «[cliente]» (the replacement works by patterns and may not catch every case). You can ask for a ticket to be anonymized earlier at contacto@duxels.com. If you delete your Duxels account, the desk immediately anonymizes all your tickets, in any status.
Your rights and choices
You may request access to, rectification or cancellation of your personal data, or object to its processing (ARCO rights under Mexican law), withdraw your consent, or request limits on its use or disclosure. Email your request to contacto@duxels.com with your name, a reply channel, what you are requesting and information that helps locate the data; for a correction, specify the change required.
To protect your data, your identity or authority to act for someone else may need to be verified before the request is handled. The response will be sent through the contact channel you provide, within the time limits and conditions of applicable law. Withdrawal and deletion may be limited by legal obligations or data needed for an ongoing service relationship. Requests concerning data processed directly by an external provider should also be sent to that provider.
Changes to this notice
Changes will be published at this same address, /privacy, with a new update date. Check this page before sharing data whenever you want to read the current version.