Privacy Policy

Their Story Lives, LLC is responsible for your personal information. Contact details are listed at the end of this policy.

Information you give us

• Account details: name, email, phone number, password, language preference.
• Family content: stories, photos, videos, voice recordings, interview answers, family tree details, wishes, and documents you choose to save.
• Memorial details about a loved one, provided by the family or people the family invites.
• Vault secrets you store in the password keeper, which are encrypted.
• Payment details: billing address and payment method, processed securely by our payment provider. We never store full card numbers.
• Messages and support requests you send us or your Certified Story Advisor.

Information collected automatically

• Basic device and browser information, IP address, and general location (city or region) based on IP.
• Pages visited and features used, so we can improve the Service.

Information from others

• Guests you invite may upload photos, videos and messages. These stay pending until you approve them.
• If you were referred by a Certified Story Advisor or Referral Partner, we record that connection.

• To create your account and provide memorials, My Story, My Wishes, and the Family Vault.
• To verify sign in with codes sent to your email, and to keep your account secure.
• To process payments, certificates and refunds.
• To place interview calls, send reminders, and send service emails and texts you agreed to.
• To translate content between English and Spanish when you request it.
• To provide support and improve the Service.
• To meet legal requirements and prevent fraud.

Marketing messages are sent only with your consent, and you may unsubscribe at any time.

You decide who can see each story, photo and recording. Private content is visible only to you and the people you invite. Sealed entries are released only as you direct. Estate documents are shared only with people you approve. Certified Story Advisors see only what is needed to help you, never your private family content or passwords.

Some features use AI to help write stories, narrate, translate, or conduct interview calls. Interview calls may be recorded to create your story. We do not sell your content or allow it to be used to train public AI models.

We never sell your personal information. We share it only:

• With trusted providers who help us run the Service, such as hosting, payments, email, phone calls, and printing. They may use it only to serve you.
• With the family members, guests, and advisors you choose.
• If required by law, or to protect someone's safety.
• If our business is sold or merged, with notice to you first.

• Data is encrypted in transit and at rest.
• Passwords in the password keeper are encrypted, and viewing them requires re entering your sign in password.
• Strong passwords and emailed sign in codes are required.
• Only authorized staff can access systems, and access is limited.

No method of storage or transmission is 100% secure, but we work hard to protect your family's memories.

• Family content: while your account is active. Family Vault Preservation keeps saved memories while you take a break from a full plan.
• After you close your account: deleted within 90 days, so please download your backup first.
• Payment and tax records: 7 years, as required by law.
• Support messages: 3 years.
• Marketing contacts: until you unsubscribe or after 2 years of inactivity.

You may ask to see, correct, download, or delete your information, and withdraw consent at any time. Family Vault owners can download a full backup from Privacy & Backup.

California residents have the right to know, delete, and limit use of sensitive information, and to equal service regardless of privacy choices. Residents of the EU and UK may also object to or restrict processing and file a complaint with their local authority.

To make a request, email Support@TheirStoryLives.Life. We respond within 30 days and may verify your identity first.

Providing a phone number does not by itself give consent to receive text messages. You may separately choose service text messages and promotional messages during registration.

Service text messages may include account notifications, family event reminders, memorial updates, appointment notices, and billing notices. Message frequency varies. Message and data rates may apply.

You can stop service text messages at any time. Reply STOP to unsubscribe or HELP for assistance. Consent is not required to purchase, and declining text messages will never affect your access to the Service. We do not share your phone number with others for their marketing.

Questions about text messages? Email Support@TheirStoryLives.Life.

I agree to receive text messages from Their Story Lives LLC regarding my account, selected family reminders, memorial services, appointments, and billing notifications. Message frequency varies. Message and data rates may apply. Reply STOP to unsubscribe or HELP for assistance. Consent is not required to purchase. See our Privacy Policy and Terms and Conditions.

We use cookies and similar tools to keep you signed in, remember your language, and understand how the site is used. You can manage cookies in your browser settings.

Accounts are for adults 18 or older. We do not knowingly collect information directly from children under 13. Parents or guardians may add family profiles for children and control that content. If you believe a child has given us information, contact us and we will delete it.

Memorial information is shared by families to honor a loved one. If you are a family member with a concern about a memorial, contact us and we will work with you respectfully.

We do not and will not sell or share personal information as defined by California law.

If we make important changes, we will notify you by email or a notice on our website and post the new date at the top of this page.