Terms and Conditions

Last updated: 3 June 2026

1. About These Terms

These Terms and Conditions (“Terms”) cover your use of LifeLoom, a voice-first story-capture service run by The AI Accelerator Pty Ltd (ABN 67 689 422 759) (“we”, “us”, “our”). They apply to your use of the service, any subscriptions, one-off purchases (including hardcover books), and gifts.

When you create an account or use LifeLoom, you agree to these Terms. If you don't agree, please don't use the service.

Please read these Terms carefully. They include important information about your rights and ours, including limits on our liability.

LifeLoom is currently offered in closed beta to people in Australia.

2. Your Australian Consumer Law Rights

Nothing in these Terms takes away or reduces your rights under the Australian Consumer Law (ACL), including the consumer guarantees.

Our services come with guarantees that can't be excluded. They must be:

• Provided with due care and skill
• Fit for any purpose you tell us about
• Provided within a reasonable time

Because we also sell goods (hardcover books), those come with guarantees that can't be excluded either. They must be:

• Of acceptable quality (safe, lasting, free from faults, and looking as they should)
• Fit for any purpose you tell us about
• As described

If we don't meet a guarantee, you're entitled to a remedy — a repair, replacement, refund, or compensation — under the ACL. For a major problem, you can choose a refund or replacement. For a minor one, we may choose to repair or replace it within a reasonable time.

3. The Service

LifeLoom gives you:

• AI-guided phone calls with a storyteller (the “Storyteller”) to capture life stories — arranged by a family member, or recorded by the Storyteller for themselves
• Text versions of the calls, shaped into stories with AI help
• A web dashboard and an AI chat assistant to manage profiles, review and edit stories, upload and improve photos, and create keepsakes
• A private digital archive, which you can share with invited family or through a private link
• Hardcover books, printed and posted, made from the captured stories and photos
• PDF and other digital keepsakes of the stories

What LifeLoom is not

• It's not a clinical, therapeutic, or medical service
• It doesn't replace human connection — it adds to family conversations
• It doesn't do genealogy research or check facts
• It's not a legal document — stories are personal memories, not sworn statements

A note on AI accuracy

LifeLoom uses AI to turn calls into text, shape stories, and improve photos. Please keep in mind:

• The text version of a call may contain mistakes (we aim for over 95% accuracy, but can't promise perfection)
• AI-built stories may not capture exactly what the Storyteller meant or wanted to emphasise
• AI-shaped stories are interpretations of the Storyteller's words, not word-for-word copies
• AI photo improvements and animations are creative interpretations
• Please review AI-built stories, keepsakes, and book content before you share or print them

4. Roles and Responsibilities

Account holder

Depending on how you use LifeLoom, you're either a Family Organiser (arranging a memoir for a loved one) or a Self-Author (you're both the account holder and the Storyteller). As an account holder, you:

• Create and manage your account and storyteller profile(s)
• Schedule and manage the AI calls
• Review the captured stories and keepsakes
• Upload photos, order books, invite family, and manage billing

If you're arranging a memoir for someone else

• You must have the Storyteller's knowledge and agreement before setting up their profile. Don't arrange calls to anyone who hasn't agreed to take part
• You're responsible for the accuracy of the background information you give us
• Tell us promptly if the Storyteller withdraws consent, loses capacity, or passes away

If you're writing your own memoir

You're the Storyteller and you give consent for yourself. You control your own calls, stories, sharing, and deletion.

The Storyteller

The Storyteller:

• Takes part in phone calls with our AI
• Gives spoken permission at the start of each call
• Can end any call at any time by saying “stop”, and can skip any topic
• Can ask to see, correct, or delete their stories at any time

Family members you invite

You can invite family as owners, contributors, or viewers. Owners can manage everything; contributors can add photos, memories, and suggestions; viewers can read and use the chat assistant to ask questions. You're responsible for who you invite, and for removing access when it's no longer right.

Confirming you have the right to set this up

When you set up a storyteller profile for someone else, you confirm that:

• You have a genuine personal relationship with them (family, close friend, or authorised carer)
• You've talked about LifeLoom with them and they've agreed to receive calls
• You're not acting against their wishes
• If they can't give consent themselves, you have legal authority to act for them (for example, as a guardian or attorney under an enduring power of attorney), and you'll show evidence of that authority if we ask

5. Consent and Recording

How consent works

• If a family member is arranging a memoir for someone else, LifeLoom uses two-part consent: the organiser agrees in writing when setting up the profile and accepting these Terms, and the Storyteller gives spoken permission at the start of every call.
• If you're writing your own memoir, you give consent for yourself, and the AI still asks your permission to record at the start of each call.

If the Storyteller doesn't agree to a call or to recording, the call ends. Nothing is recorded or written down without spoken permission.

Sensitive information

Life stories can include sensitive information (health, beliefs, background, relationships, and so on). We ask for clear, specific permission to collect it. See our Privacy Policy for how.

Recording

All calls are recorded with permission. We use recordings to create the text version, build stories, and make short voice clips. Recordings are stored securely in Australia.

6. Who Owns the Content, and the Licence You Give Us

Your stories are yours

The Storyteller owns their stories. When a family member arranges the memoir, the organiser and the Storyteller hold the captured content together — the stories, transcripts, and recordings. If you're writing your own memoir, you own your content.

The licence you give us

By using LifeLoom, you give us a limited, non-exclusive licence to:

• Store, process, and shape the Storyteller's stories, recordings, and photos
• Create keepsakes (PDFs, audio collections, timelines, voice clips)
• Use AI to turn calls into text, build and improve stories, and enhance content
• Print and post any hardcover books you order
• Show stories and keepsakes to the people you allow (family you invite, and anyone you give a share link to)

This licence is only so we can provide the service. We don't use your stories for advertising, sell them, or use them for anything unrelated to running LifeLoom.

AI training

We do not use your stories, recordings, photos, or chat to train AI models unless you separately agree.

Photos

You own the photos you upload. You confirm you have the right to upload, improve, and share them. We use photos to match them to stories, improve them when you ask, and create keepsakes and books.

7. Other People Mentioned in Stories

Stories naturally mention other people. By using LifeLoom, you understand that:

• Stories may include personal information about others (names, relationships, health, beliefs)
• We use it only to preserve the Storyteller's story
• People mentioned can contact us to see, correct, or remove their information, and we'll handle that under our Privacy Policy
• It's your responsibility to get any permission needed before sharing stories that reveal things about other people
• You must not use LifeLoom to share anything defamatory, harmful, or private about others

Sharing your memoir

LifeLoom lets you share a memoir with invited family, through a private link, or as a printed book. Please understand:

• A share link can be opened by anyone who has it, without an account
• Once a memoir has been visible at a link, copies can linger in web caches, search engines, or other archives. Turning a link off stops new visits but can't guarantee that copies already made are gone
• You can hide individual stories, flag them for review, turn sharing off, and switch off individual stories within a shared memoir at any time

8. When the Storyteller Loses Capacity or Passes Away

If the Storyteller can no longer give consent

• Calls are paused until a substitute decision-maker (a guardian, an attorney under an enduring power of attorney, or another legally authorised person) tells us to continue or to stop
• The Family Organiser keeps access to existing stories and recordings
• We record the decision-maker's details and the type of authority they hold, and we may ask for proof of that authority before resuming calls or giving wider access. We don't verify the authority ourselves — you confirm it's accurate

Legacy Preferences

While the Storyteller can still decide, we encourage them to record their Legacy Preferences — their wishes for their stories if they lose capacity or pass away (continue, pause, or stop calls; keep the stories, keep them for a set time, or delete them after death; who may see the memoir; whether it may be shared publicly). We store these and share them with the Family Organiser.

After the 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 as a living one's

9. Purchases, Subscriptions and Payment

All prices are in Australian dollars and include GST. Current prices are shown on our website and when you buy.

What you can buy

• Starter package — $249 (a one-off purchase, not a subscription). Includes 10 AI interview calls, 5 family member seats, 12 months of online storage, 2–3 GB of space, access to your digital archive, and the ability to order hardcover books.
• Online storage after the first 12 months — $9/month or $79/year (a subscription). Your first 12 months of storage are included in the starter package. After that, you can keep your archive online with a monthly or yearly plan, or let it lapse.
• Hardcover books — $100 for 1 copy; $150 for a 2-pack ($75 each); $60 per copy for 3 or more. Posted within Australia.
• Add-ons — 5 extra interview calls ($99); 5 extra family member seats ($49).
• Gifts — a LifeLoom gift card (a full starter package for someone else, $249) and gift certificates you redeem with a code (see below).

Billing and automatic renewal (online storage)

• Storage subscriptions renew automatically at the end of each billing period
• We'll email you a reminder at least 14 days before each yearly renewal
• You can cancel automatic renewal any time in your account settings (Settings > Billing) — cancelling is as easy as signing up

Price changes

• We may change subscription prices with 30 days' notice
• New prices apply at your next renewal
• If you don't agree with a price change, you can cancel within 14 days of the notice without penalty

Refunds

7-day satisfaction guarantee (starter package). If LifeLoom isn't right for you, you can ask for a full refund of the starter package within 7 days of your first completed call.

Yearly storage — 14-day pro-rata. If you cancel a yearly storage plan within 14 days of buying or renewing, we'll give you a pro-rata refund: (days left ÷ total days in the plan) × amount paid.

Hardcover books (made to order). Because books are printed just for you, you can cancel an order for a full refund within 1 hour of placing it (before it goes to print). After that, we can't cancel an order if you simply change your mind. This doesn't affect your ACL rights — if a book is faulty, not of acceptable quality, or not as described, you're entitled to a repair, replacement, or refund.

Your ACL rights always apply. Separately from all of the above, you're entitled to a remedy whenever the service or goods don't meet a consumer guarantee (for example, not provided with due care and skill, not fit for a purpose you told us about, not as described, or not delivered in a reasonable time).

We process refunds within 10 business days to your original payment method. To request one, email support@lifeloom.ai.

Gift certificates

Gift certificates last 36 months from the day they're bought (meeting the minimum the Australian Consumer Law requires). They can be used once, and the recipient's LifeLoom account is personal and can't be transferred. To redeem one, the recipient enters its code when creating or signing in to their account.

If a payment fails

If a renewal payment fails:

1. We let you know and give you 7 days to update your payment method
2. If it's still unpaid after 7 days, paid features are paused (your data is kept safe)
3. After 30 days unpaid, the subscription ends — your vault then follows the grace period and deletion process below

What happens when you cancel

When you cancel a storage subscription, your LifeLoom vault goes through three stages:

1. Billing stops. No more charges. If you cancel at the end of the period (the default), you keep full access until that period finishes.
2. 30-day grace period — read-only. You can sign in, look back over stories, and download your data (stories, transcripts, recordings, photos, keepsakes) — but you can't schedule new calls or add new content.
3. Archived, then deleted. After the grace period, the vault is archived and access ends. Archived data is then deleted in line with the timelines in our Privacy Policy — Retention. We keep consent records for 7 years, as the law requires.

If you'd like your data deleted sooner, you can ask any time in your account settings or by emailing support@lifeloom.ai.

10. Acceptable Use

You agree not to:

• Use LifeLoom to capture stories from anyone who hasn't agreed
• Give false information about your relationship to, or authority over, the Storyteller
• Share, post, or print content that breaks others' rights (copyright, defamation, privacy)
• Upload content you don't have the right to use
• Use the service for anything unlawful
• Try to get around our security or reach other people's data
• Use the service to harass, abuse, or upset anyone
• Misuse gift codes, referral codes, or share links, or get them dishonestly
• Resell or commercially share captured stories without the Storyteller's consent

What happens if you do:

• Minor breach: written notice and 14 days to put it right
• Repeated or unresolved breach: account suspension
• Serious breach (fraud, abuse of a vulnerable person, illegal conduct): immediate closure

11. Our Liability

What we're responsible for

We're responsible for:

• Loss or damage caused by our negligence or our breach of these Terms
• Loss or damage caused by breaking an Australian Consumer Law guarantee
• Loss of recordings or stories caused by our failure to keep them reasonably secure

What we never limit

Nothing in these Terms limits or removes:

• Your rights under the Australian Consumer Law, including the consumer guarantees
• Our responsibility for death or personal injury caused by our negligence
• Our responsibility for fraud, or misleading or deceptive conduct
• Our responsibility for a breach of your privacy, or loss of your stories, caused by our failure to take reasonable steps to keep your information secure

What we're not responsible for (as far as the law allows, and subject to the above)

• The accuracy or completeness of stories — they're the Storyteller's memories, not checked facts
• AI mistakes in turning calls into text or improving photos (though we aim for high accuracy)
• Emotional distress from the content of stories
• Failures of other services (phone outages, internet problems, postal or courier delays)
• Losses from you not keeping your account secure, or from your own sharing choices
• Indirect or flow-on losses (like lost profits or lost opportunities)

The most we'll be liable for

Apart from the things above that we never limit, the most we'll be liable to you for any claim is the total amount you've paid us in the 12 months before the claim.

12. Service Availability

• We aim to keep the service available 99% of the time (measured monthly)
• Planned maintenance (with 48 hours' notice) and events beyond our control are not counted
• We'll let you know about any outage that affects scheduled calls
• If we miss a scheduled call because of our own failure, we'll reschedule it at no cost

13. Keeping Your Data Safe, and Breaches

We use technical and people-based measures to protect your information (see our Privacy Policy for detail). If a data breach happens that's likely to cause serious harm:

• We'll tell the OAIC and affected people, as the law requires
• We'll move quickly to contain it
• We'll suggest steps to protect yourself

14. Ending the Service

By you

You can close your account any time. Your vault then enters the 30-day read-only grace period in Section 9 before it's archived and deleted.

By us — for a serious reason (no refund)

We may suspend or close your account straight away if you:

• Seriously breach these Terms or abuse a vulnerable storyteller
• Act fraudulently, illegally, or abusively
• Put the security or integrity of our platform or other users at risk

No refund is given when we close an account for a serious reason.

By us — for a minor breach (14 days to fix)

For minor breaches that don't pose an immediate security or legal risk, we'll write to you describing the problem, give you 14 days to fix it, and only close the account if it's not fixed.

By us — for reasons not about you (pro-rata refund)

We may end your access for reasons unrelated to you (business changes, stopping the service) by giving 90 days' notice. If we do, you get a pro-rata refund of any pre-paid subscription for the unused part, and reasonable time to download your data.

If your account is inactive

If you haven't used the service for more than 12 months, we may close your account with 30 days' notice. Your download rights still apply.

What ending the service means

When the service ends:

• Scheduled calls are cancelled and billing stops
• Your vault enters a 30-day grace period of read-only access, during which you can download stories, recordings, and photos (see What Happens When You Cancel in Section 9)
• After the grace period, the vault is archived and deleted in line with the timelines in our Privacy Policy (except where the law requires us to keep something)
• Any share links stop working
• Hardcover books that have already been printed and posted are not recalled
• We keep consent records for 7 years

15. Intellectual Property

Ours

LifeLoom's software, AI systems, branding, design, and documentation are ours (or licensed to us). These Terms don't transfer any of those rights to you.

Yours

You and the Storyteller keep ownership of all stories, recordings, and photos. We claim no ownership of your content.

16. Privacy

How we collect and use personal information is set out in our Privacy Policy, which forms part of these Terms. You also have rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

17. Sorting Out Disputes

How we resolve things

1. Talk to us first — email legal@lifeloom.ai to sort things out informally
2. We'll respond within 14 days
3. Australian Consumer Law — you may have rights under the ACL that can't be excluded
4. Outside help — a relevant ombudsman or consumer affairs body
5. Court — as a last resort, through the appropriate Australian courts

Nothing here stops you from complaining to the OAIC (privacy matters), contacting the ACCC or your state or territory fair trading office (consumer matters), or seeking urgent court relief.

Which law applies

These Terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have non-exclusive jurisdiction, and you can also bring proceedings in your local court.

18. Changes to These Terms

We may update these Terms from time to time. When we do, we will:

• Put the updated Terms on our website and update the “last updated” date and version history
• Email you at least 30 days before important changes take effect
• Let you cancel within 14 days without penalty if you don't agree with an important change

If you keep using LifeLoom after a change takes effect, that counts as accepting it.

19. General

• The whole agreement. These Terms and the Privacy Policy are the whole agreement between us. Nothing in them removes or limits your rights under the Australian Consumer Law or the Privacy Act.
• If part doesn't hold up. If any part is found unenforceable, the rest still applies in full.
• Transferring the agreement. We may transfer these Terms (for example, if the business is sold) with 30 days' notice. You can't transfer your account.
• Not enforcing a term. If we don't enforce a term right away, we can still enforce it later.

20. Version History

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