Privacy Policy

Last reviewed: 11 July 2026

1. About This Policy

This Privacy Policy explains how LifeLoom collects, uses, shares, and protects your personal information. LifeLoom is run by The AI Accelerator Pty Ltd (ABN 67 689 422 759). We follow Australia's Privacy Act 1988 and the Australian Privacy Principles (the “APPs”).

LifeLoom helps you capture and keep life stories. You can do this for a loved one — a family member arranges warm, AI-guided phone calls for an older relative — or for yourself, by recording your own memoir. We turn the calls into a private digital archive of stories. If you'd like, you can invite family members to view it or have it printed as a hardcover book. Invited family members sign in with their own LifeLoom account; a link by itself does not give anyone access. Because these stories are so personal, we take your privacy very seriously.

LifeLoom is offered to, and marketed to, residents of Australia, currently in open beta. During our beta, storytellers must be located in Australia and have an Australian (+61) phone number; the family members who organise and view a memoir can be anywhere.

How to contact us about privacy:

• Privacy Officer — privacy@lifeloom.ai
• Legal questions — legal@lifeloom.ai
• General help — support@lifeloom.ai

2. What Personal Information We Collect

What we collect depends on how you use LifeLoom.

If you run an account (web app users)

Whether you're setting up a memoir for someone else or writing your own, we collect:

• Your name, email address, and phone number
• Your account login details
• Payment details (handled by Stripe — we never store your card number)
• Your postal address and the recipient's name if you order a hardcover book
• Messages you send us (support requests, feedback)
• Your details if you join our waitlist (email, name, how you heard about us)
• A referral code and referral activity, if you take part in our referral program
• If you use the ‘share LifeLoom with a friend’ feature, we collect your friend’s email address and your optional note so we can send them one introduction email on your behalf
• Some technical details we keep for security — your IP address and device/browser information — recorded when you give consent and at key account events

Visitors to our public website

When you visit selected public marketing pages:

• Our own cookieless counter may record the page, whether a page was opened or a button was selected, a broad browser-or-bot category and, where present, a print campaign code. It does not store your IP address or use a cookie or cross-site identifier.
• If you choose “Accept all”, Meta Pixel and Conversions API may receive limited information to measure and improve LifeLoom advertising on Meta. This may include the approved marketing page, the action taken, the time, campaign or ad-click information, cookie identifiers, broad device/browser information and IP address. When you start a checkout or complete a purchase, our server — not a browser tool — sends the conversion event with its value and currency.
• When we run Google Paid Search campaigns, the Google tag and approved Google Ads conversion event may receive similar limited information to measure and improve those campaigns. We do not use Google Analytics.

We do not send your name, email address, phone number, memoir, stories, recordings, transcripts, photos, messages or family contributions to these advertising tools.

Storytellers (the person whose life is captured)

A storyteller might be the person a family member is helping, or might be you (if you're writing your own memoir). For storytellers we collect:

• Name, preferred name, phone number, age or date of birth, gender, birthplace, and where they live now
• Voice recordings of the calls, and short voice clips taken from them
• Transcripts (the text of the calls)
• The stories, memories, and life details shared during calls
• Background information you give us to guide the calls (birthplace, key life events, important people, topics to focus on, and topics to handle gently)
• Photos you upload, along with captions and AI-written descriptions
• Where it applies, information about capacity and a substitute decision-maker (see Section 12) and legacy preferences about what should happen to the stories
• Date of death (recorded if the storyteller passes away)

Family members you invite

When you invite others to see or help with a memoir, we collect their email, name, role (owner, contributor, or viewer), and relationship to the storyteller.

Gift buyers and recipients

If you buy LifeLoom as a gift, we collect the buyer's name and email, the recipient's name and email (if given), any personal message, and the occasion. We also record gift codes and whether they've been used.

Information our systems create

• AI-built story structures, summaries, themes, and a map of the people, places, and times mentioned
• A short life overview written by AI for the memoir cover
• Emotional-tone notes — our voice AI picks up on emotional cues during calls to guide the conversation, and may attach a tone label to a story. This helps the conversation feel natural; it is not a medical or health assessment.
• Messages you exchange with the LifeLoom AI assistant
• Activity records (for example, logins, uploads, consent moments, and deletions)

Sensitive information

Some information gets extra protection under the Privacy Act — it's called sensitive information. Life stories often contain it, including:

• Health information — illnesses, treatments, disabilities, mental health, terminal diagnoses
• Biometric information — voice recordings and clips used to recognise and talk with the storyteller
• Race or ethnic background — culture, heritage, migration stories
• Religious beliefs — faith and spiritual practices
• Political views — opinions and affiliations
• Sexual orientation — relationships and identity
• Criminal history — past experiences mentioned in stories

Information about a storyteller's capacity and their substitute decision-maker is also treated as sensitive. We only collect sensitive information with your clear, specific permission (Section 4 explains how).

Information about other people

Stories naturally mention others — family, friends, colleagues, neighbours. That can include names, relationships, health details, and more about people who don't use LifeLoom. We handle this carefully (see Section 7), and it matters most when stories are shared (Sections 7 and 8). Family contributors can also tell us who a person mentioned in a story is (a name and how they're related to the storyteller) — we store that so the memoir stays accurate.

3. How We Collect Personal Information

We collect personal information when:

• You use the web app — creating an account, setting up a storyteller profile (your own or a loved one's), uploading photos, ordering books, managing billing, and running your account
• We make a phone call — our AI calls the storyteller and records the conversation, after asking permission at the start of each call
• You use the AI chat assistant — asking questions, adding memories, or managing your memoir
• Our systems do their work — turning recordings into text, shaping stories, working with photos, making voice clips, and tracking which parts of a life have been covered
• Family members help — when people you invite add photos, memories, or corrections
• Someone buys you a gift — and gives us your details
• You email or text us — including replying to our messages or texting “STOP” or “START”
• You fill in a web form — for example, joining our waitlist or asking for a beta invitation
• You make a payment — through Stripe
• You choose optional advertising measurement — on selected marketing pages, Meta and, when enabled, Google can collect limited device and campaign information through their browser tools. For a consented checkout or purchase, our server (not a browser tool) sends a limited conversion event with the value and currency. Section 16 explains the choice and the limits.

Wherever we can, we collect information straight from the person it's about. When a family member gives us information about a storyteller, we check it with the storyteller's spoken permission at the start of each call. When we collect information about someone from another person (for example, an invited family member, or someone mentioned in a story), we handle it under APPs 4 and 5.

4. Consent

How consent works depends on who is telling the story.

When a family member sets it up for someone else (two-part consent)

The organiser's written consent. When you set up a storyteller profile, you confirm in writing that you understand:

• The kinds of personal information that will be collected (including sensitive information)
• That our AI will make phone calls to the storyteller
• That calls will be recorded, turned into text, and processed
• How stories are stored, shared, and (if ordered) printed
• Your relationship to the storyteller and your right to arrange this

The storyteller's spoken consent, on every call. At the start of each call, the AI:

1. Says who it is and names the family member who arranged the call
2. Asks the storyteller if it's okay to talk
3. Separately asks if it's okay to record
4. Explains that stories can include personal details, and that the storyteller can skip any topic or stop the call any time by saying “stop”

When you write your own memoir (one-person consent)

If you're both the account holder and the storyteller, you give consent for yourself. There's no separate organiser — you control your own profile, calls, stories, sharing, and deletion. The AI still talks to you directly and still asks permission to record.

We log both consent moments with the date and time.

Clear permission for sensitive information

Because life stories often include sensitive information (health, beliefs, background, and so on), we ask for your clear, specific permission to collect it. This permission:

• Names the kinds of sensitive information that might come up
• Is separate from agreeing to use the service generally
• Can be withdrawn at any time
• Is recorded in our consent log

Permission for overseas processing

Some of our providers are overseas (see Section 8). By using LifeLoom, you agree to your information being handled by them for the purposes we describe. Under the Privacy Act (section 16C), we stay responsible for how those providers handle your information.

Withdrawing consent

• Storytellers can say “stop” during any call to end the recording straight away
• Organisers and self-authors can pause or cancel the service any time from the dashboard
• Either person can contact us to stop future calls
• Withdrawing consent doesn't undo anything we did beforehand, but we stop from that point on
• Section 11 explains what happens to existing stories

Checking back in with you

When we make an important change to this policy or to how your information is handled — for example, adding a new provider that receives personal information — we'll update this policy, tell account holders, and, where it makes sense, ask you to read and agree to it again before you keep using the service.

5. Why We Collect and Use Personal Information

We collect and use personal information mainly to:

We do not:

• Show you targeted ads
• Sell your information
• Use your stories, recordings, photos, or chat to train AI models (unless you separately agree)
• Use your information for anything unrelated to preserving and sharing your family's stories

6. Automated Decisions and AI

AI is built into how LifeLoom works — there's no version of the service without it. Your privacy controls are: giving spoken permission on each call, the sharing and visibility settings below, and your right to download or delete your data (Section 11).

Things AI decides on its own

• Building stories — AI finds and shapes individual stories from the call transcripts
• Tracking coverage — AI keeps an eye on which parts of a life (time, relationships, places, themes, inner life, legacy) have been covered, and suggests what to explore next
• Suggesting questions — AI prepares personal follow-up questions for future calls
• Working with photos — AI looks at your photos, can restore or animate them (with your permission), and matches them to stories, people, places, and times
• Reading the moment — AI notices emotional cues during a call and adjusts its pace and topics
• Writing a short life overview — AI writes a brief third-person “back-cover” summary of the storyteller's life from their profile and stories, shown on the memoir cover

Automated checks on calls

• Judging call outcomes — AI classifies whether a call connected and went ahead; this is used for billing and to decide whether to try again
• Checking consent — AI reviews the start of each call to judge whether clear permission to record was given. If it's unclear, we hold processing for a person to check before any story is made
• Noticing early endings — AI reads the end of a call to judge whether it ended naturally or was cut short, to decide whether a person should follow up

Things AI helps with (with people involved)

• Adjusting call timing — AI may suggest changes to how often or when calls happen
• Flagging content — AI may flag something for a person to review

The AI chat assistant

LifeLoom has a chat assistant that can answer questions about a memoir and do tasks for you (like editing, hiding, or organising stories, or managing photos). To help, it's given the storyteller's profile, stories, call history, and photos, and your messages are handled by our AI provider. Stories you've hidden or flagged are kept away from the assistant. What it can do depends on your role — viewers and contributors can't make owner-level changes.

People are always in the loop (APPs 1.7–1.9)

Some things are decided by AI before a person checks them: building stories from transcripts, tagging coverage, preparing future questions, working with photos, and reading emotional cues during calls. These shape your family's story collection.

• Ask a person to review (APP 1.8). You can ask a human to review anything the AI produced — just email support@lifeloom.ai. We'll reply within 10 business days. Owners can also edit, hide, or remove AI-built stories themselves, in the dashboard or chat.
• Challenge a result (APP 1.9). If you think AI content is wrong, misleading, or unfair, you can edit or delete it, ask us to rebuild stories from a particular call, flag wrong structures or tags, or ask us to remove specific AI content for good.

7. Other People in Stories (and Sharing)

Life stories naturally mention other people. When a storyteller talks about someone, we may hold information about a person who hasn't agreed to it themselves.

How we handle this:

• We accept that mentioning others is part of telling a real life story
• We don't go looking for extra information about other people
• We use it only to preserve the storyteller's story
• Anyone mentioned in a story can contact us to ask what's there, fix it, or ask us to remove or anonymise it. We respond within 30 days, weighing the storyteller's right to tell their story against the other person's privacy

When you share a memoir. LifeLoom lets you invite family members to view a digital memoir or share stories in a printed book. Digital family members use their own LifeLoom login and must be authorised for that memoir. A link can take an invited family member to the right place, but the link alone does not grant access. Shared stories may include personal and sensitive details about other people. The AI-written life overview and, where relevant, the storyteller's date of death may also appear in what authorised family members see.

• It's your responsibility to make sure you have any permission you need before sharing stories that reveal things about others, and not to share anything defamatory, harmful or private about them.
• We give you controls to help: you can hide a story, flag it for review, turn sharing on or off, and switch off individual stories within a shared memoir. Hidden and flagged stories are kept out of family views, books, downloads and the AI assistant.
• Authorised family members can still make their own copies. Someone who is allowed to view a memoir may take a screenshot, copy text or pass on something they have seen. Printed books can also be shown or given to other people. LifeLoom cannot retrieve a copy someone has made outside the service.

8. Who We Share Information With

Service providers

We use the providers below to run LifeLoom. When a provider is overseas, sending your information to them counts as an overseas disclosure under the Privacy Act (APP 8). For each one, we have a written agreement requiring them to handle your information in line with the APPs, and under section 16C of the Privacy Act we stay responsible if they get it wrong.

Overseas providers (APP 8):

International book orders may one day be printed by a similar partner (for example, Lulu). We will update this table before any such provider receives personal information.

Stored in Australia (not sent overseas):

The main things to know about overseas processing:

• Live call audio is handled in real time by Hume AI (and, for non-English calls, Google) in the United States during each call.
• When you ask for a story to be read aloud, the story's text is sent to Hume AI (United States) to create the narration. The voice is the memoir's assigned AI voice — not a clone of the storyteller's real voice — and the finished audio is stored privately in Australia and only played to people with access to the memoir.
• Building stories, the chat assistant, and writing help are done by Anthropic's Claude in the United States. Photo enhancing, animating, and restoring are done by OpenAI, Google, and Replicate in the United States.
• Calls and texts go through Twilio; emails are sent through SendGrid.
• Printed books mean sending the book content and the recipient's name and address to our printer; that information is deleted once the order is finished.
• Everything stored long-term — your recordings, voice clips, stories, profiles, photos, and books — stays in Australia (Supabase, Sydney).
• Your connection to LifeLoom passes through Cloudflare's global network, which protects the site and speeds it up. Cloudflare handles traffic in transit (including your IP address) but does not store your stories, recordings, or photos.

We don't train AI on your data. We only use providers whose terms forbid training on what we send, or whose “keep nothing” settings we've turned on. Your stories, recordings, photos, and chat are never used to train an AI model.

People you choose to share with

Family members you invite — owners, contributors and viewers — can see the memoir according to their role. They must sign in with their own LifeLoom account and be authorised for that memoir. A share link helps an authorised family member reach the right memoir; it does not give an unauthorised person access.

Advertising and your information

We do not sell or rent your personal information, and we do not give information to data brokers. We do not display third-party advertising inside LifeLoom.

If you choose optional marketing measurement, Meta and, when enabled, Google receive only the limited marketing-page and conversion information described above. We use it to understand whether LifeLoom's own advertising is working and to improve those campaigns.

We never send advertising platforms your memoir, stories, recordings, transcripts, photos, chat messages or family contributions. We also do not send your name, email address or phone number for matching unless we first explain the proposed change and ask you separately. Advanced Matching, Enhanced Conversions and customer-list uploads are not part of this policy version.

We do not share personal information with anyone else unless they are listed in this policy, you clearly ask us to, or the law requires it.

Marketing messages (APP 7)

We send only a small set of messages, and under APP 7 you can opt out of each kind on its own:

• Promotional messages — feature news, tips, and occasional updates. These always have an unsubscribe link, and you can manage them in your notification settings.
• Account messages — sign-up, invites, receipts, renewal reminders, and order updates. These are part of running your account; to stop them you'd close your account rather than switch them off one by one.
• Safety messages — distress alerts, consent-withdrawal notices, and security alerts. The law (Spam Act 2003, s.16(2)) doesn't let you opt out of these.

Emails and texts you can't unsubscribe from

Most LifeLoom messages have a one-click unsubscribe link (or you can reply “STOP” to a text) and follow your settings. A small set is required by the Spam Act 2003 because it's an account or safety message that has to reach you:

• Distress alerts — if we notice distress on a call, your chosen emergency contact needs to know
• A storyteller stopping — if a storyteller asks us to stop, you need to know
• Payment and billing — a failed payment, an upcoming renewal, or a payment that needs an extra check so your service keeps running
• Orders and delivery — confirming and tracking any hardcover book you order
• Operational and safety alerts — for example, fraud warnings, disputes, or a gift that didn't reach its recipient

You can still stop these by cancelling your subscription, deleting your account, or emailing privacy@lifeloom.ai.

9. How We Keep Your Information Safe

On the technical side:

• All voice recordings and clips are encrypted, both stored and in transit
• The database and files are hosted in Australia (Supabase, Sydney)
• We keep encrypted backups of your recordings and media with a sovereign Australian provider in Sydney. They're encrypted with keys we hold, so the backup provider only ever holds data it cannot read
• Built-in access rules mean account holders only ever see the storytellers and memoirs they're allowed to
• Recordings, voice clips, and media are kept in private storage and only opened through short-lived secure links after an access check
• Roles (owner, contributor, viewer, self) control what each family member can do
• Contact details like phone numbers and emails are stored in a scrambled form in our activity logs, not as plain text
• Sensitive and login-related actions are rate-limited
• Secure logins and HTTPS protect everything you do on the web

On the people side:

• We keep an audit trail of consent, access, and deletions
• Staff are trained on privacy
• We run regular security reviews and automated security scans
• We have a data breach response plan (Section 13)
• We weigh privacy when building new features

10. How Long We Keep Information

When we no longer need information, we securely delete it or strip out anything that identifies you. After you cancel, your vault becomes read-only for a grace period and is then archived and deleted (see our Terms — What Happens When You Cancel).

11. Your Rights

See your information (APP 12)

You can ask to see the personal information we hold about you. Contact us using the details in Section 1, and we'll respond within 30 days.

Correct it (APP 13)

If something we hold is wrong, out of date, or incomplete, you can ask us to fix it. Owners can also correct story content themselves, in the dashboard or chat.

Download your data

You can ask, from your account settings, for a copy of your data in a standard format. It includes your profile, stories, transcripts, call records, photos, chat, and activity, and comes as a secure link that works for a limited time. (Hidden and flagged stories aren't included. Your download may include stories that mention other people.)

Delete your account

You can ask us to delete your account and everything tied to it:

• Account holders can do this in account settings (you'll be asked to type a confirmation) or by contacting us
• Storytellers (or someone authorised to act for them) can contact us to delete all recordings, transcripts, and stories
• When you ask us to delete your account, we action it straight away and complete deletion within 30 days at the latest, except for records the law requires us to keep

What deletion does: it can't be undone. It cancels your subscriptions; deletes your stories, calls, recordings, photos, and chat; removes you from memoirs you were invited to; and revokes any memoir access and sharing links you granted. Hardcover books that have already been printed and posted can't be recalled.

One thing to know: our voice provider (Hume AI, in the United States) also holds a record of each call's conversation on its systems. When you delete your account or withdraw consent, we ask Hume to delete those records too; until that's confirmed, Hume's own retention policy and our agreement with them apply.

Stop the calls

Storytellers can stop future calls any time during a call, or have the organiser pause or cancel the service.

Manage messages and sharing

You can turn off non-account emails and texts in your notification settings (or reply “STOP” to a text), turn sharing on or off, switch off individual stories within a shared memoir, and remove a family member's access any time. Some past contributions and chat messages may stay in the memoir after access is removed.

12. When the Storyteller Loses Capacity or Passes Away

The law assumes every adult can make their own decisions. LifeLoom supports storytellers, families, and decision-makers through changes in capacity and after death.

If a storyteller can no longer give consent

• Calls are paused
• A family organiser, or an authorised substitute decision-maker (someone with legal authority to decide for them — a guardian, an attorney under an enduring power of attorney, or another legally authorised person), can ask us to continue calls (if the storyteller had wanted that), to give access to existing stories, or to pause or stop the service
• We record the substitute decision-maker's details and the type of authority they hold, and we'll ask for proof of that authority before we extend access. We don't verify the authority ourselves — you confirm it's accurate

Legacy Preferences (deciding ahead of time)

While a storyteller can still decide, we encourage them to record their Legacy Preferences — their wishes for their stories, including:

• What should happen if they lose capacity (continue, pause, or stop calls)
• What should happen after they die (keep the stories, keep them for a set number of years, or delete them)
• Who may see the stories afterwards (for example, the organiser only, or chosen people)
• How widely the memoir may be shared with invited family in the future (sharing is always to signed-in, authorised family members — never public)
• Any other instructions

These can include a spoken, recorded wish, and we share them with the family organiser.

After a storyteller passes away

• We follow the storyteller's recorded Legacy Preferences
• If none were recorded, the family organiser keeps access
• The family organiser can ask for a download or deletion at any time
• We treat a deceased storyteller's information with the same care and respect as a living one's

Deletion wishes are carried out by our team as part of a regular review. If you'd like confirmation that a storyteller's wish has been actioned, email privacy@lifeloom.ai.

A note: the Australian Privacy Act doesn't currently cover people who have died, though some State health-records laws do (for example, the NSW Health Records and Information Privacy Act 2002). We apply these protections anyway, as a matter of ethics and the promise we make to you.

13. Data Breaches

If we find out about a data breach that's likely to cause serious harm, we will:

• Tell the Office of the Australian Information Commissioner (OAIC)
• Tell affected people as soon as we can
• Move quickly to contain the breach and stop further access
• Suggest steps you can take to protect yourself

Because we hold sensitive information (health details, voice recordings, personal stories), we keep our breach response especially ready, under the Notifiable Data Breaches scheme (Part IIIC of the Privacy Act).

14. Complaints

If you think we've broken the Australian Privacy Principles:

1. Tell us first — email privacy@lifeloom.ai with the details
2. We'll respond within 30 days with our findings and what we'll do
3. Still not happy? You can complain to the OAIC:
   • 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 policy from time to time, to reflect how we work or what the law requires. When we do, we will:

• Put the updated policy on our website
• Update the “last reviewed” date and the version history
• Tell account holders about important changes by email and, where it makes sense, ask you to read and agree to them again before you keep using the service

We encourage you to check back now and then.

16. Other Things to Know

Cookies and website measurement

LifeLoom uses cookies that are essential to running the service:

• Keeping you logged in and managing your session
• Security protection
• Remembering your settings, including your privacy choice
• Bot protection — when you register, we use Cloudflare Turnstile to check you're a real person. It may set a short-lived cookie and share basic device/browser signals with Cloudflare in the United States for that check only

Our own cookieless counting. On selected campaign pages, we use a small first-party counter to count page visits and button selections. It records the campaign page, event type, a broad browser-or-bot category and, where present, a print campaign code. It does not store your IP address, set a tracking cookie or send the information to an advertising platform.

Optional advertising measurement. We advertise LifeLoom on other platforms, but we do not display third-party ads inside LifeLoom. If you choose “Accept all”, we may use Meta Pixel on selected marketing pages, and Meta's Conversions API from our own server for checkout and purchase events, to measure and improve our Meta campaigns. When we run Google Paid Search campaigns, we may also use the Google tag and approved Google Ads conversion events under the same rules. We do not use Google Analytics.

These tools may receive the approved page, the action taken, the time, campaign or ad-click information, cookie identifiers, broad device/browser information, IP address and limited conversion information such as purchase value and currency. They do not receive your name, email address, phone number, memoir, stories, recordings, transcripts, photos, messages or family contributions.

The choice is yours. “Essential only” means Meta and Google advertising tools do not load or receive a browser or server-side event. Choosing “Accept all” is optional and does not change your access to LifeLoom. You can change your choice at any time through the public Privacy choices link or in account settings. Changing to “Essential only” stops future advertising measurement from LifeLoom. It cannot take back information already sent, although Meta and Google provide their own privacy controls as well.

Our masked error-monitoring tool, Sentry, runs to help us find and fix faults. If something goes wrong it may capture a masked diagnostic recording; your text, photos and inputs are hidden or blocked. Cloudflare Turnstile may run when you register, as described above. These service and security tools are not used to advertise LifeLoom to you.

Australian Consumer Law

Your rights under the Australian Consumer Law aren't affected by this Privacy Policy or our Terms and Conditions.

People outside Australia

LifeLoom is built for Australia and is currently in open beta. If you use it from elsewhere, your information is processed in Australia under this policy. If you're in the European Union, you may have extra rights under the GDPR — contact us and we'll help.

17. Policy Version History

Earlier versions are available on request — email privacy@lifeloom.ai.