aiDIANA — Terms of Use

Version 1.3 · 24 September 2026 · DOTSOFT S.A. · [email protected]

1. Who we are, and what you are agreeing to

aiDIANA is provided by DOTSOFT S.A. – Integrated Information Technology Solutions (“Dotsoft”, “we”, “us”), Poseidonos 71, Pilea 555 35, Thessaloniki, Greece, VAT EL999566850.

By using aiDIANA — including as a guest — you agree to these Terms. If you do not agree, please do not use the app.

Our Privacy Policy explains what we do with your data and forms part of these Terms. Contact: [email protected].

2. What aiDIANA is

aiDIANA helps people in Sofia sort waste better. It gives you:

• short learning episodes and activities about waste separation and the circular economy;
• Ask Diana, an AI assistant that answers questions about waste sorting in Bulgarian or English;
• a map of Sofia’s recycling centres and what each one accepts;
• habit missions, points, streaks, badges and district and city leaderboards, to make the habit stick;
• a way to report a waste problem to Sofia Municipality.

aiDIANA is free of charge. There is no advertising, there are no in-app purchases, and we will never ask you for payment details.

3. aiDIANA is a pilot, and part of an EU-funded project

aiDIANA was built for a time-limited pilot in the City of Sofia, run with Sofia Municipality under the EU-funded CLIMABOROUGH programme (Phase 2, Lot 5 – Sofia). The pilot runs for nine months of live operation. A project by Dotsoft and CLIMABOROUGH, funded by the European Union. This matters in three ways:

• The pilot ends. After it does, the app may stop working. We will delete or irreversibly anonymise personal data as described in the Privacy Policy. Save anything you want to keep before then.
• Features may change. Things may be added, changed or removed during the pilot as we learn what works.
• Results are published. Anonymised, aggregated results are published as project outcomes. Nothing published can be traced back to you.

aiDIANA is a project application, not an official service of Sofia Municipality. It is built and operated by Dotsoft for the CLIMABOROUGH project, in co-operation with the city and using municipal information. It does not represent the city, and the city does not answer for it. Issue reports you submit are passed to the municipal waste team, which handles them under its own responsibility.

Taking part is voluntary. You can stop at any time by deleting your account, and stopping has no consequences for you, your household or any municipal service you receive.

4. Who can use aiDIANA, and your account

aiDIANA is intended for people aged 14 or over — the age from which, under Bulgarian law, a person can consent to an information society service for themselves. You are asked to confirm this when you register or start a guest session, and neither can be completed without it.

You can use aiDIANA in two ways:

• As a guest. No email address needed. Your progress is tied to your app installation. If you delete the app, reset your device or clear its data, your guest progress is gone permanently and neither you nor we can recover it. Signing out of a guest session deletes the guest account, for the same reason — there is nothing to sign back in with.
• With an account. An email address and a password. Your progress is tied to the account and survives changing device. You can upgrade a guest session to a full account at any time and keep your progress.

Keep your password to yourself. One account per person, please. Tell us at [email protected] if you think someone else has access to your account.

5. Ask Diana — please read this one

Diana is an AI system, not a person, and not the Municipality. She writes in the first person, which makes it easy to forget. Everything she says is generated by a language model and can be wrong, out of date or incomplete.

• Diana is not official municipal guidance. Waste rules, collection arrangements, opening hours and what a centre accepts are set by Sofia Municipality and can change. Before you act on something that matters, check it against the Municipality’s own information.
• Do not rely on Diana for anything safety-critical, legal, medical or financial. Do not use her to decide how to handle hazardous, medical, chemical or electrical waste; follow the official instructions for those.
• Diana is not an emergency service. For a fire, a spill, a health risk or any emergency, contact the emergency services or the Municipality directly. Do not report it through the app and wait.
• Do not type personal or sensitive information into the chat. Your messages are stored, and they are sent to an AI provider through a European gateway — the Privacy Policy explains exactly what leaves and what does not. Do not put in your address, other people’s names, or anything you would not want kept.
• There is a daily message limit, so that the service stays available and affordable for everyone.
• Diana stays on topic. She is built to answer questions about waste, recycling and the Sofia pilot, and is instructed to decline other subjects — general knowledge, creative writing, code, and personal, medical, legal or financial advice among them. Attempting to make her produce unrelated, unlawful or harmful output is a breach of these Terms (section 8).
• There is a character limit on each message, currently 1,000 characters.
• The app tells you this on the Ask screen. Under the EU AI Act you have to be told when you are interacting with an AI system, and we would want to tell you anyway.

Nothing Diana writes is a decision about you. Your points, streak, badges and leaderboard position are simple arithmetic on what you did in the app — no automated decision is taken about you, and there is no profiling.

6. Points, badges, streaks and leaderboards

• Points, badges, streaks and ranks exist for encouragement. They have no monetary value, are not property, and cannot be bought, sold, exchanged, transferred or redeemed for anything.
• We may adjust, recalculate or reset them if we find an error, a bug, or an attempt to game the system.
• Progress is tied to your account. It cannot be moved to another account.
• The leaderboard, by district or city-wide, never shows your name. Everyone appears as an anonymous code such as “Citizen QXKF”. Your display name is yours alone to see, and no other user learns anything about you from the leaderboard beyond a rank and a score.
• Check-ins, mission check-ins and quiz answers are things you tell us. We do not verify them. Please be honest — the value of the pilot depends on it.

7. Reporting a waste issue

• A report goes to Sofia Municipality. Assume municipal staff will read what you wrote and look at any photo you attached.
• We pass reports on; we do not resolve them, and we cannot promise that any report will be acted on, or within any particular time. That is the Municipality’s decision.
• Report honestly. Do not submit false, duplicate, abusive or nuisance reports.
• Do not photograph people, faces, vehicle number plates, or anything that identifies someone. Photograph the waste. By attaching a photo you confirm you took it yourself, or have the right to submit it, and that it does not infringe anyone’s rights.
• Location sharing is off by default for a report. Switch it on if you want your coordinates attached, or type a location instead.
• Again: not for emergencies.

8. How you should use the app

Please do not:

• enter anything unlawful, threatening, harassing, hateful, obscene, defamatory or deceptive — in a report, in the chat, or as a display name;
• impersonate another person, a public official, the Municipality or Dotsoft;
• submit false reports or false check-ins, or manipulate points, missions, streaks or leaderboards;
• attempt to make the AI assistant produce unlawful, harmful, sexual, or unrelated content, or to bypass its limits;
• use the app or its output to build, train or evaluate another AI system, or scrape it in bulk;
• attempt to access other users’ accounts or data, our systems, or any part of the service you have not been given access to;
• interfere with the service, probe it for vulnerabilities without our written permission, or overload it with automated requests;
• copy, modify, decompile, reverse-engineer, republish or resell the app or its content, except where the law expressly allows it;
• use the app to monitor, identify or track another person.

If you find a security vulnerability, please tell us at [email protected] rather than exploiting it. We will not pursue anyone who reports in good faith and does not access other people’s data.

We may suspend or close an account that breaches these Terms, and we may remove content that does.

9. Reporting content, and moderation

aiDIANA has no user-to-user content: the leaderboard shows anonymous codes, there are no profiles, and nothing you write is shown to another user. What can still go wrong is the assistant.

• If Diana gives you an offensive, unsafe or plainly wrong answer, mark it “Not helpful” and write to us at [email protected], telling us what happened.
• The assistant is instructed to refuse unrelated, unsafe and abusive requests, and we use what you write to us to tighten that. No safeguard is perfect, which is why reporting matters.

10. Availability

We aim to keep aiDIANA working, but we cannot promise uninterrupted service. It is a pilot, it depends on third-party services that may be delayed or unavailable, and we may suspend it for maintenance. We may change, suspend or withdraw any feature during the pilot.

11. Content and intellectual property

The app, its design, its learning content, the Diana persona and all associated intellectual property belong to Dotsoft. You are given a personal, non-exclusive, non-transferable, revocable licence to use them for the purpose of using aiDIANA. No other rights are granted.

What you write stays yours. By submitting a report, a photo, a chat message, a survey answer or a display name, you grant us the licence we need to operate the service and pass reports to the Municipality, and to produce anonymised, aggregated statistics for the pilot evaluation. That licence is limited to those purposes.

Text produced by the AI assistant is generated automatically. We make no claim that it is original, and we cannot promise it does not resemble text from elsewhere. Do not treat Diana’s output as material you own or can publish as your own.

When you tap “get directions”, aiDIANA hands the recycling centre’s coordinates to your device’s own maps app — Apple Maps or Google Maps. Your own position is not included; what happens after that is between you and that app.

Map data and imagery on the recycling centre map are provided by Google Maps and remain the property of Google and its suppliers. Your use of the map is also subject to Google’s Terms of Service and the Google Maps/Google Earth Additional Terms of Service. Information about recycling centres originates from Sofia Municipality.

12. Our responsibility to you

aiDIANA is provided free of charge, as a pilot, “as is” and “as available”. To the fullest extent the law allows, we are not liable for:

• anything you do or decide on the basis of AI-generated answers, learning content or impact figures, which are estimates;
• the accuracy, completeness or timeliness of recycling centre information, municipal data, or map data;
• whether, when or how Sofia Municipality acts on a report;
• loss of points, progress or a guest account, including where a guest account is lost because a device was reset or the app removed;
• the service being unavailable, interrupted or discontinued at the end of the pilot.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded or limited. Your statutory rights as a consumer are unaffected, including your rights under Bulgarian consumer protection law.

13. Ending your use of aiDIANA

You may stop at any time. To delete your account and your data:

• with a full account, in the app at Profile → Settings → Delete account, or on the web at aidiana.dotsoft.gr/delete-account;
• in a guest session, by tapping Sign out, which deletes the guest account;
• or by writing to [email protected].

Deletion is immediate and irreversible. Section 9 of the Privacy Policy sets out exactly what is deleted. That includes every issue report you filed, with its photo, notes and location.

We may suspend or close your account if you seriously breach these Terms, and we will close accounts at the end of the pilot.

14. Changes to these Terms

We may update these Terms. If a change materially affects you we will tell you in the app before it takes effect. Continuing to use aiDIANA after that means you accept the new version. If you do not accept it, delete your account.

15. Law and disputes

These Terms are governed by Greek law. If you are a consumer resident in Bulgaria or elsewhere in the EU, this does not deprive you of the protection of the mandatory consumer law of your country of residence, and you may bring proceedings in the courts of your own country.

If you have a complaint, please write to us first at [email protected] — most things are settled that way. EU consumers may also use the European Commission’s online dispute resolution platform. Complaints specifically about personal data can go to the Bulgarian Commission for Personal Data Protection (cpdp.bg).

16. Contact

17. If you got the app from Google Play

These Terms are between you and Dotsoft. Google is not a party to them and has no obligation or liability in respect of aiDIANA. Your use of Google Play is also subject to Google’s own terms.

18. If you got the app from the Apple App Store

The following applies in addition to, and where inconsistent in place of, the rest of these Terms.

• This agreement is with us, not Apple. These Terms are concluded between you and Dotsoft only. Apple is not a party to them and is not responsible for aiDIANA or its content.
• Scope of licence. Your licence to use aiDIANA is non-transferable and limited to use on any Apple-branded device that you own or control, as permitted by the Usage Rules in the Apple Media Services Terms and Conditions, except that aiDIANA may be accessed by other accounts associated with you via Family Sharing or volume purchasing.
• Maintenance and support for aiDIANA is our responsibility, not Apple’s. Apple has no obligation to furnish any maintenance or support services.
• Warranty. To the maximum extent permitted by applicable law, Apple gives no warranty in respect of aiDIANA. If aiDIANA fails to conform to any applicable warranty, you may notify Apple and Apple will refund the purchase price, if any. To the maximum extent permitted by law, Apple has no other warranty obligation whatsoever with respect to aiDIANA. aiDIANA is supplied free of charge.
• Claims. Dotsoft, not Apple, is responsible for addressing any claim relating to aiDIANA, including product liability claims, any claim that aiDIANA fails to conform to a legal or regulatory requirement, and any claim arising under consumer protection, privacy or similar legislation.
• Intellectual property claims. If a third party claims that aiDIANA or your use of it infringes that party’s intellectual property rights, Dotsoft, not Apple, is solely responsible for the investigation, defence, settlement and discharge of that claim.
• Legal compliance. You represent and warrant that you are not located in a country subject to a U.S. Government embargo or designated as a “terrorist supporting” country, and that you are not listed on any U.S. Government list of prohibited or restricted parties.
• Third-party terms. You must comply with any applicable third-party terms of agreement when using aiDIANA, including the Google Maps terms referred to in section 11.
• Third-party beneficiary. Apple and Apple’s subsidiaries are third-party beneficiaries of these Terms and, upon your acceptance, will have the right (and are deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.
• Contact. For questions, complaints or claims about aiDIANA, contact [email protected].