Terms and Conditions

Last updated: 18 March 2026

1. About These Terms

These Terms and Conditions (“Terms”) govern your use of LifeLoom, a voice-first story capture service operated by The AI Accelerator Pty Ltd (ABN 67 689 422 759) (“we”, “us”, “our”).

By creating an account or using LifeLoom, you agree to be bound by these Terms. If you do not agree, you may not use the service.

Please read these Terms carefully. They contain important information about your rights and obligations, including limitations on our liability.

2. Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL), including the statutory consumer guarantees.

Our services come with guarantees that cannot be excluded under the ACL. For services, this includes guarantees that they will be:

• Provided with due care and skill
• Fit for any purpose you make known to us
• Provided within a reasonable time

If we fail to meet a consumer guarantee, you are entitled to a remedy including repair, replacement, refund, or compensation, as provided by the ACL.

3. The Service

LifeLoom provides:

• AI-guided phone conversations with a storyteller (the “Storyteller”) to capture life stories
• Transcription and AI-assisted structuring of captured stories
• A web dashboard for the family organiser (the “Family Organiser”) to manage profiles, review stories, upload photos, and generate legacy outputs
• PDF and other outputs preserving captured stories

What LifeLoom Is Not

• LifeLoom is not a clinical, therapeutic, or medical service
• LifeLoom does not replace human connection — it supplements family conversations
• LifeLoom does not conduct genealogical research or verify factual claims
• LifeLoom is not a legal document — stories are personal narratives, not sworn statements

AI Processing Limitations

LifeLoom uses AI to transcribe, extract, and structure stories. You should be aware that:

• AI transcription may contain errors (we target >95% accuracy but do not guarantee perfection)
• AI-extracted stories may not perfectly capture the storyteller's intended meaning or emphasis
• AI-structured narratives are interpretations of the storyteller's words, not verbatim reproductions
• Family organisers should review all AI-generated story extractions for accuracy
• AI-generated legacy outputs (PDFs, timelines) are produced using AI and should be reviewed before sharing

4. Roles and Responsibilities

Family Organiser (You)

As a Family Organiser, you:

• Create and manage your account
• Set up Storyteller profiles with calibration information
• Schedule and manage AI calls to the Storyteller
• Review captured stories and generated outputs
• Upload photos for integration with stories
• Manage subscription and billing

Your responsibility:

• You must have the Storyteller's knowledge and agreement before setting up their profile. You must not arrange calls to anyone who has not agreed to participate.
• You are responsible for ensuring the accuracy of calibration information you provide
• You must inform us promptly if the Storyteller withdraws consent, loses capacity, or passes away

Storyteller

The Storyteller:

• Participates in phone conversations with our AI
• Provides verbal consent at the start of each call
• Can end any call at any time by saying “stop”
• Can decline to discuss any topic
• Retains the right to request access to, correction of, or deletion of their stories at any time

Your Authority

By setting up a Storyteller profile, you represent that:

• You have a genuine personal relationship with the Storyteller (family member, close friend, or authorised carer)
• You have discussed the service with the Storyteller and they have agreed to receive calls
• You are not acting against the Storyteller's wishes
• If the Storyteller lacks capacity to consent, you have legal authority to act on their behalf (e.g., as guardian or holder of enduring power of attorney) and you will provide evidence of this authority on request

5. Consent and Recording

Dual Consent

LifeLoom operates a dual consent model:

1. Your written consent — provided when you create a Storyteller profile and accept these Terms
2. Storyteller's verbal consent — obtained at the start of every call

If the Storyteller does not consent to a call or to recording, the call will end. No recording or transcription occurs without the Storyteller's verbal consent.

Sensitive Information

Life stories may contain sensitive information (health, beliefs, ethnicity, relationships, etc.). We obtain express consent for the collection of sensitive information. See our Privacy Policy for details.

Recording Consent

All calls are recorded with the Storyteller's permission. Recordings are used to transcribe, extract, and structure stories. Recordings are stored securely in Australia.

6. Content Ownership and Licence

Your Stories Belong to You

The Storyteller retains ownership of their stories. You (the Family Organiser) and the Storyteller jointly own the captured content — the stories, transcripts, and recordings.

Licence to Us

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

• Store, process, and structure the Storyteller's stories and recordings
• Generate legacy outputs (PDFs, audio compilations, timelines)
• Use AI to transcribe, extract, analyse, and improve the captured content
• Display stories and outputs to authorised users (Family Organiser, nominated contacts)

This licence exists solely for the purpose of providing the LifeLoom service. We do not use your stories for advertising, sale to third parties, or any purpose unrelated to providing the service.

AI Training

We do not use your stories, recordings, or personal information to train AI models unless you provide separate, specific consent for this purpose.

Photos

You retain ownership of all photos you upload. You represent that you have the right to upload and share any photos you provide. We use photos solely for matching with stories and generating legacy outputs.

7. Third Parties Mentioned in Stories

Stories naturally reference other people. By using LifeLoom, you acknowledge that:

• Stories may contain personal information about third parties (names, relationships, health, beliefs)
• We process this information solely for the purpose of preserving the Storyteller's narrative
• Third parties may contact us to request access to, correction of, or removal of their personal information from stories
• We will handle such requests in accordance with our Privacy Policy, balancing the Storyteller's right to tell their story with the third party's privacy interests
• You should not use LifeLoom to deliberately share defamatory, harmful, or private information about third parties

8. When the Storyteller Loses Capacity or Passes Away

Loss of Capacity

If the Storyteller loses the capacity to provide verbal consent:

• Calls will be paused until a substitute decision-maker (guardian, attorney under enduring power of attorney, or other legally authorised person) provides authority to continue or instructs us to cease
• You (the Family Organiser) retain access to existing stories and recordings
• We may require evidence of legal authority before resuming calls or granting expanded access

Legacy Preferences

While the Storyteller has capacity, we encourage them to record their Legacy Preferences — directions about what should happen to their stories if they lose capacity or pass away. These preferences are stored 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
• The Family Organiser may request data export or deletion at any time
• We treat deceased Storytellers' information with the same care as living Storytellers

9. Subscription and Payment

Pricing

Current pricing is displayed on our website and at the point of subscription. All prices are in Australian dollars and include GST.

Billing

• Subscriptions are billed monthly via Stripe
• Your first payment is charged when you subscribe
• Subsequent payments are charged on the same date each billing period

Auto-Renewal

• Your subscription automatically renews at the end of each billing period
• We will send you a reminder email 14 days before each renewal
• You can cancel auto-renewal at any time through your account settings (Settings > Manage Subscription > Cancel)

Price Changes

• We may change subscription prices with 30 days' notice
• New prices apply at your next renewal date
• If you disagree with a price change, you may cancel within 14 days of the notice without penalty

Cancellation

• You may cancel your subscription at any time through your account settings
• Cancellation takes effect at the end of your current billing period
• No refunds for partial periods (except where required by consumer law or as described below)
• After cancellation, you have 30 days to download your stories, recordings, and photos before data is deleted

Annual Subscription Early Cancellation

For annual subscriptions cancelled within 14 days of initial purchase or renewal, we will provide a full refund minus the pro-rata value of any usage during that period.

Refunds Under Australian Consumer Law

You are entitled to a refund if the service fails to meet consumer guarantees, including:

• Service not provided with due care and skill
• Service not fit for disclosed purpose
• Service not matching description provided
• Service not delivered within a reasonable time

Pro-rata refund formula: (Days Remaining / Total Days in Subscription) x Amount Paid

Refunds are processed within 10 business days to your original payment method.

Refund requests: contact [email protected]

Non-Payment

If payment fails:

1. We notify you and provide 7 days to update your payment method
2. If payment remains outstanding after 7 days, access to paid features is suspended (your data is preserved)
3. After 30 days of non-payment, your subscription is terminated — you have a further 30 days to export your data before deletion

10. Acceptable Use

You agree not to:

• Use LifeLoom to capture stories from anyone who has not consented
• Provide false information about your relationship to the Storyteller
• Upload content that infringes the rights of others (copyright, defamation)
• Use the service for any unlawful purpose
• Attempt to circumvent security measures or access other users' data
• Use the service to harass, abuse, or cause distress to any person
• Resell or commercially redistribute captured stories without the Storyteller's consent

Consequences:

• Minor breach: Written notice with 14 days to remedy
• Repeated or uncured breach: Account suspension
• Severe breach (fraud, abuse of vulnerable person, illegal conduct): Immediate termination

11. Limitation of Liability

What We Are Liable For

We are liable for:

• Loss or damage caused by our negligence or breach of these Terms
• Loss or damage caused by breach of Australian Consumer Law guarantees
• Loss of recordings or stories caused by our failure to maintain reasonable security

What We Are Not Liable For (Subject to Consumer Law)

To the extent permitted by law (and subject to Section 2 above), we are not liable for:

• The accuracy or completeness of stories — stories are the Storyteller's recollections, not verified facts
• AI transcription errors (though we endeavour to maintain >95% accuracy)
• Emotional distress arising from the content of stories
• Third-party service failures (Twilio telephony outages, internet disruptions)
• Losses arising from your failure to maintain account security
• Indirect or consequential losses (lost profits, lost opportunities)

Liability Cap

Except for liability that cannot be limited by law (including under the Australian Consumer Law), our total liability for any claim is limited to the greater of:

• The fees paid by you in the 12 months preceding the claim, or
• $500

12. Service Availability

• We aim to maintain service availability of 99% uptime (measured monthly)
• Planned maintenance (notified 48 hours in advance) and force majeure events are excluded
• We will notify you of any service interruption affecting scheduled calls
• If we cannot make a scheduled call due to our failure, it will be rescheduled at no cost

13. Data Security and Breach Response

We implement technical and organisational measures to protect your information (see Privacy Policy for details). If a data breach occurs that is likely to result in serious harm:

• We will notify the OAIC and affected individuals as required by law
• We will take immediate steps to contain the breach
• We will provide recommendations for protective steps

14. Termination

By You

You may close your account at any time. After cancellation, you have 30 days to export your data before deletion.

By Us — For Cause (No Refund)

We may suspend or terminate your account immediately if you:

• Materially breach these Terms or engage in abuse of a vulnerable storyteller
• Engage in fraudulent, illegal, or abusive conduct
• Pose a security or integrity risk to our platform or other users

No refund is provided for termination for cause.

By Us — For Minor Breach (14-Day Cure)

For non-material breaches that do not pose immediate security or legal risks, we will:

• Provide written notice describing the breach
• Allow 14 days to remedy the breach
• Only terminate if the breach remains uncured after this period

By Us — Without Cause (Pro-Rata Refund)

We may terminate your access for reasons unrelated to your conduct (business changes, service discontinuation) by providing 90 days' notice. In such cases:

• You receive a pro-rata refund of pre-paid subscription fees for the unused portion
• You have reasonable time to export your data before termination

Inactivity

If you have not used the service for more than 12 months, we may close your account with 30 days' notice. Your data export rights apply.

Effect of Termination

On termination:

• Access to the web dashboard ceases
• Scheduled calls are cancelled
• You have 30 days to download stories, recordings, and photos
• After 30 days, data is deleted (except where we are required by law to retain it)
• Consent audit logs are retained for 7 years

15. Intellectual Property

Our IP

LifeLoom's software, AI systems, branding, design, and documentation are our property (or licensed to us). These Terms do not transfer any intellectual property rights to you.

Your IP

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

16. Privacy

Our collection and use of personal information is governed by our Privacy Policy. The Privacy Policy forms part of these Terms.

You also have rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

17. Disputes

Resolution Process

1. Direct resolution — email [email protected] to resolve disputes informally
2. We will respond within 14 days
3. Australian Consumer Law — you may have rights under the ACL that cannot be excluded
4. External dispute resolution — relevant industry ombudsman or consumer affairs authorities
5. Court proceedings — as a last resort, through appropriate Australian courts

Nothing in this clause prevents you from:

• Lodging a complaint with the OAIC (privacy matters)
• Contacting the ACCC or your state/territory fair trading body (consumer matters)
• Seeking urgent injunctive relief

Governing Law

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

18. Changes to These Terms

We may update these Terms from time to time. We will:

• Post updated Terms on our website
• Update the “last updated” date
• Notify you by email at least 30 days before material changes take effect
• If you disagree with material changes, you may cancel your subscription within 14 days without penalty

Continued use after the effective date of changes constitutes acceptance.

19. General

• Entire agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between us. Nothing in these Terms excludes or limits your rights under the Australian Consumer Law or Privacy Act.
• Severability: If any provision is found to be unenforceable, the remaining provisions continue in full force.
• Assignment: We may assign these Terms (e.g., in a business transfer) with 30 days' notice. You may not assign your account.
• Waiver: Our failure to enforce a provision does not waive our right to enforce it later.

20. Version History

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