Privacy Policy

Last reviewed: 18 March 2026

1. About This Policy

This Privacy Policy explains how LifeLoom (operated by The AI Accelerator Pty Ltd, ABN 67 689 422 759) collects, uses, discloses, and protects personal information. We are bound by the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

LifeLoom is a voice-first service that helps families capture and preserve life stories from their loved ones through AI-guided phone conversations. Given the deeply personal nature of the stories we capture, we take your privacy extremely seriously.

Contact us about privacy:

• Privacy Officer: [email protected]
• Legal inquiries: [email protected]
• General support: [email protected]

2. What Personal Information We Collect

We collect different types of personal information depending on your role:

Family Organisers (Web App Users)

• Name, email address, phone number
• Account credentials
• Payment information (processed by Stripe — we do not store card details)
• Communications with us

Storytellers (Phone Call Participants)

• Name, phone number, age, location
• Voice recordings of conversations (audio files)
• Transcripts of conversations (text)
• Stories, memories, and life narratives shared during calls
• Calibration information provided by the family organiser (birthplace, key life events, relationships, focus areas)
• Photos uploaded by family members and associated with the storyteller

Sensitive Information

Life stories frequently contain sensitive information as defined by the Privacy Act. This may include:

• Health information — references to illnesses, treatments, disabilities, mental health, terminal diagnoses
• Biometric information — voice recordings used to identify and interact with the storyteller
• Race or ethnic origin — cultural background, heritage, migration stories
• Religious beliefs — faith, spiritual practices, religious experiences
• Political opinions — views, affiliations, civic experiences
• Sexual orientation — relationship histories, identity
• Criminal record information — past experiences mentioned in stories

We collect this sensitive information only with your express consent (see Section 4).

Third-Party Information

Stories naturally reference other people — family members, friends, colleagues, neighbours. These references may include names, relationships, health information, and other personal details about people who are not direct users of LifeLoom. We handle this information in accordance with APP 4 (see Section 7).

3. How We Collect Personal Information

We collect personal information through:

• Web application — when family organisers create accounts, set up storyteller profiles, upload photos, and manage their account
• Phone conversations — when our AI calls the storyteller and records the conversation (with verbal consent at the start of each call)
• Automated processing — our AI systems transcribe recordings, extract and structure stories, analyse photos, and track narrative coverage
• Payment processing — via Stripe when you subscribe or make payments
• Communications — when you contact us for support or feedback

We collect personal information directly from individuals wherever possible. Where a family organiser provides information about a storyteller, we verify this through the storyteller's verbal consent at the start of each call.

4. Consent

Dual Consent Model

LifeLoom operates a dual consent model:

Family Organiser Consent (Written)

When you create a storyteller profile, you provide written consent acknowledging:

• The types of personal information that will be collected (including sensitive information)
• That AI-guided phone calls will be made to the storyteller
• That conversations will be recorded, transcribed, and processed
• How stories will be stored, accessed, and shared
• Your relationship to the storyteller and your authority to initiate this service

Storyteller Consent (Verbal, Per Call)

At the beginning of every call, the AI:

1. Identifies itself and names the family member who arranged the call
2. Asks the storyteller for permission to have the conversation
3. Separately asks for permission to record the conversation
4. Explains that stories may contain sensitive personal information and that the storyteller can skip any topic or stop the call at any time by saying “stop”

Both consent moments are logged with timestamps in our audit system.

Express Consent for Sensitive Information

Because life stories frequently contain sensitive information (health, beliefs, ethnicity, etc.), we obtain express consent for the collection of sensitive information categories. This consent:

• Specifically identifies the categories of sensitive information that may be captured
• Is separate from general consent to use the service
• Can be withdrawn at any time
• Is documented and stored in our consent audit log

Withdrawing Consent

• Storytellers can say “stop” at any time during a call to end the recording immediately
• Family organisers can pause or cancel the service at any time through the dashboard
• Either party can contact us to withdraw consent for future calls
• Withdrawal of consent does not affect the lawfulness of processing before withdrawal
• See Section 11 for what happens to existing stories when consent is withdrawn

5. Why We Collect and Use Personal Information

We collect and use personal information for the following primary purposes:

We do not use personal information for:

• Targeted advertising
• Sale to third parties
• Training AI models on your stories (unless you separately consent)
• Any purpose unrelated to preserving and sharing your family's stories

6. Automated Decision-Making

LifeLoom uses AI and automated systems in several ways that involve personal information:

Decisions Made by AI Systems

• Story extraction: AI identifies and structures individual stories from conversation transcripts
• Dimension coverage tracking: AI monitors which life dimensions (chronological, relational, geographic, thematic, inner life, legacy) have been covered and prioritises under-explored areas
• Question generation: AI generates personalised follow-up questions for future calls based on previous conversations
• Photo matching: AI analyses uploaded photos and attempts to match them to stories, people, places, and time periods
• Emotional sensitivity: AI detects emotional cues and adjusts conversation pace and topic accordingly

Decisions Substantially Assisted by AI

• Call scheduling adjustments: AI may recommend changes to call timing or frequency based on storyteller engagement patterns
• Content flagging: AI may flag content that requires human review

Human Oversight

• Family organisers can review all AI-generated story extractions and correct inaccuracies
• No stories are published or shared without family organiser review
• The storyteller controls the conversation direction — the AI follows their lead

7. Third-Party Information in Stories

Life stories naturally reference other people. When a storyteller mentions someone by name or shares information about them, we may hold personal information about people who haven't directly consented to its collection.

How we handle this:

• We recognise that collecting third-party information is an inherent part of capturing authentic life stories
• We do not separately solicit personal information about third parties
• Third-party information in stories is used only for the purpose of preserving the storyteller's narrative
• Third parties mentioned in stories can contact us to:
  • Request to know what information about them appears in stories
  • Request correction of inaccurate information
  • Request removal or anonymisation of their personal information from stories
• We will respond to such requests within 30 days, balancing the storyteller's right to tell their story with the third party's privacy interests

8. Who We Share Information With

Service Providers (Overseas Disclosure)

We use the following service providers to deliver LifeLoom. Some are located overseas, which constitutes cross-border disclosure under APP 8:

Important disclosures about overseas processing:

• Voice call data is processed in real-time by Hume AI's servers in the United States during each phone call. Audio is streamed to Hume's infrastructure for voice synthesis, emotion detection, and conversation management.
• Story extraction and structuring is performed by Anthropic's Claude AI, also in the United States. Transcripts are sent to Anthropic's API for processing.
• Call routing passes through Twilio's global telephony infrastructure (United States).
• All persistent storage (your recordings, stories, profiles, and photos) is stored in Australia (Supabase, Sydney data centre).

No training on your data: We only use providers whose API terms prohibit training on user submissions. Your stories, recordings, and personal information are not used to train any AI model. We have verified this for Anthropic (Claude) and Hume AI commercial API terms.

For each overseas provider, we have contractual arrangements requiring them to handle personal information in accordance with the Australian Privacy Principles. Under section 16C of the Privacy Act, we remain accountable for any breaches by these overseas recipients.

We Do Not Share Information With

• Advertisers or marketing companies
• Data brokers
• Social media platforms
• Any party not listed above, unless required by law or with your explicit consent

9. How We Protect Personal Information

We take the security of your stories seriously. Our measures include:

Technical safeguards:

• All voice recordings encrypted at rest and in transit
• Database hosted in Australia (Supabase, Sydney region)
• Row-level security ensuring family organisers can only access their own storytellers
• Secure authentication with Supabase Auth
• HTTPS encryption for all web communications
• Access controls limiting staff access to personal information

Organisational safeguards:

• Audit trail for all consent events, data access, and deletions
• Staff training on privacy obligations
• Regular security assessments
• Data breach response plan (see Section 13)
• Privacy impact assessments for new features

10. How Long We Keep Information

When data is no longer needed, we securely destroy or de-identify it.

11. Your Rights

Access (APP 12)

You can request access to the personal information we hold about you. Contact us using the details in Section 1. We will respond within 30 days.

Correction (APP 13)

If you believe personal information we hold is inaccurate, out of date, incomplete, or misleading, you can request correction. Family organisers can also correct story content directly through the dashboard.

Deletion

You can request deletion of your account and all associated data:

• Family organiser: Request account deletion through the dashboard or by contacting us
• Storyteller (or their authorised representative): Contact us to request deletion of all recordings, transcripts, and stories
• We will complete deletion within 30 days, except for information we are required by law to retain

Data Export

Before deletion, family organisers can download all stories, recordings, and photos in standard formats.

Opt-Out of Calls

Storytellers can opt out of future calls at any time by telling the AI during a call, or by having the family organiser pause or cancel the service.

12. When the Storyteller Loses Capacity or Passes Away

Loss of Capacity

If a storyteller loses the capacity to consent:

• Calls will be paused
• The family organiser (or an authorised substitute decision-maker such as a guardian or holder of enduring power of attorney) may request:
  • Continuation of calls (if the storyteller previously expressed a wish to continue)
  • Access to existing stories and recordings
  • Pausing or ending the service
• We will ask for evidence of legal authority before granting substitute decision-maker access

Legacy Preferences (Advance Data Directive)

While a storyteller has capacity, they can record their preferences for what happens to their stories:

• Keep my stories accessible to my family after I pass away
• Allow my stories to be shared with nominated people
• Delete my stories after a specified period following my passing
• Allow my stories to be used for specific purposes

These preferences are recorded in the system and communicated to the family organiser.

After the Storyteller Passes Away

• We follow the storyteller's recorded Legacy Preferences
• If no preferences were recorded, the family organiser retains access to stories and recordings
• The family organiser can request deletion at any time
• We treat deceased storytellers' information with the same care and respect as living storytellers

Note: The Australian Privacy Act does not currently extend to deceased persons. We apply these protections as a matter of ethical practice and contractual commitment.

13. Data Breaches

If we become aware of a data breach that is likely to result in serious harm:

• We will notify the Office of the Australian Information Commissioner (OAIC)
• We will notify affected individuals as soon as practicable
• We will take immediate steps to contain the breach and prevent further access
• We will provide recommendations for steps you can take to protect yourself

Given the sensitive nature of the information we hold (health information, voice recordings, personal narratives), we maintain a heightened data breach response posture.

14. Complaints

If you believe we have breached the Australian Privacy Principles:

1. Contact us first — email [email protected] with details of your concern
2. We will respond within 30 days with our findings and any actions we will take
3. If not satisfied — you can lodge a complaint with the Office of the Australian Information Commissioner:
   • Website: www.oaic.gov.au
   • Phone: 1300 363 992
   • Post: GPO Box 5218, Sydney NSW 2001

15. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will:

• Post the updated policy on our website
• Update the “last reviewed” date
• Notify family organisers of material changes by email

We encourage you to review this policy periodically.

16. Additional Information

Cookies and Website Tracking

Our website uses the following cookies:

Essential Cookies (always enabled):

• Authentication and session management
• Security and CSRF protection
• Platform preferences and settings

Analytics Cookies (optional):

• Page views and usage patterns (anonymised)
• Performance monitoring
• Feature usage statistics

We do not use marketing or advertising cookies.

You can manage cookie preferences through our cookie banner or your account settings.

Australian Consumer Law

Your rights under the Australian Consumer Law are not affected by this Privacy Policy or our Terms and Conditions.

International Users

LifeLoom is designed for the Australian market. If you use our service from outside Australia, your information will be processed in Australia in accordance with this policy. If you are located in the European Union, additional rights may apply under the GDPR — contact us for details.

17. Policy Version History

Previous versions available on request — contact [email protected].