Terms of service

1. Who we are and how these terms apply

Memrease is operated by Kinesis Consultants Ltd, a company registered in England and Wales. We are registered with the Information Commissioner’s Office under reference ZC116604. Our registered address is #406 Peppercorn Court, 18 Blair Street, London E14 0NY. You can contact us at hello@memrease.com.

Who is bound by these terms.These terms apply to every person who uses Memrease, not only the person who first set up a family. Each family member accepts these terms when they first log in — the inviting Keeper accepts on creating the family, and every other member accepts on their first sign-in. If we make a significant change to these terms, we will ask you to confirm you have read the updated version the next time you sign in (see Section 11).

Keepers and their permissions. Each family has one or more Keepers— members with elevated permissions needed to manage the family on everyone’s behalf. A Keeper can, among other things, reset a recipient’s PIN, add or remove family members, manage the family’s subscription and billing, and claim or reassign accounts. We disclose this when you join a family so you understand what a Keeper of your family is able to do. Keepers are expected to exercise these permissions in the interests of the family and the recipient at its heart, consistent with the acceptable-use rules in Section 9.

2. What the service is — and what it is not

Memrease is a family memory companion. It helps families gather stories, photographs, and the details of a life well lived, and returns them gently to the person those memories belong to through daily guided conversations.

Memrease is not a medical device, a clinical service, or a substitute for professional care.It does not provide medical advice, diagnosis, treatment, or monitoring. It is not a replacement for speaking to a GP, social worker, or mental health professional. If you are concerned about someone’s health or safety, please contact the appropriate professional service.

Specifically, Memrease is not intended to diagnose, monitor, prevent, predict, or treat any medical condition, including but not limited to dementia, mild cognitive impairment, or other cognitive conditions. Internal product signals that Memrease uses to adjust the tone, length, and cadence of its generated content are operational measures of how our product is working for a given user. They are not clinical assessments, and they are not made available to users, family members, care staff, clinicians, or any other party for use in health-related decisions.

3. Your content

You own the memories, photographs, audio recordings, and text you upload to Memrease. By uploading content, you grant us a non-exclusive, worldwide licence to use that content solely for the purpose of operating and improving the service — for example, generating conversation prompts, extracting themes, and personalising the recipient experience.

This licence ends when you delete your content or your account. We do not use your content for advertising, sell it to third parties, or share it with anyone outside the service providers listed in our privacy policy.

4. AI processing

Memrease uses artificial intelligence to generate daily prompts, power guided conversations, and extract conversation threads from the memories you upload. Conversation generation is provided by Anthropic (Claude API); content moderation that helps keep recipients safe is provided by OpenAI. Content you upload is transmitted to these processors’ systems in the United States for processing.

Anthropic does not use API data to train their models. OpenAI’s moderation endpoint is zero-retention and does not train on data sent to it. Our privacy policy lists every service provider we share data with, what we send them, why, and the safeguards in place.

Curator as author of record for AI-drafted prompts. Where Memrease drafts conversation prompts from your photographs (a Heritage-tier feature you can turn on or off — see the privacy policy), the curator who uploaded the photograph reviews each draft and confirms, edits, or declines it before it reaches a recipient. Where the curator confirms or edits a draft, they are the author of record for that prompt and are responsible for what it says — symmetric with the curator’s responsibility for story text they have written themselves. Memrease drafts; the curator decides; the curator’s confirmation is what causes a prompt to be served. Drafts the curator declines never reach a recipient.

By using Memrease, you acknowledge and consent to this AI processing. This is not optional — it is how the product works.

5. Data and privacy

Our privacy policyexplains in detail what information we collect, how we use it, and your rights over it. These terms and the privacy policy work together — the terms set out the contractual relationship, and the privacy policy sets out how we handle personal data under UK GDPR.

6. Subscription and payment

Memrease offers free and paid tiers. Free accounts have limits on the number of memories, recipients, and features available. Paid subscriptions are billed monthly or annually through Stripe, depending on the cycle you choose at sign-up. You can upgrade, downgrade, or cancel your subscription at any time from your account settings.

If you cancel a paid subscription, your account reverts to the free tier at the end of your current billing period. Your data is retained — nothing is deleted when you downgrade.

Under the Consumer Rights Act 2015, you have a 14-day cooling-off period from the date of your first paid subscription. If you request a refund within this period, we will issue one in full. After this period, we do not offer refunds for partial billing periods.

If we terminate your subscription because you have breached the acceptable-use rules in Section 9, no refund is due for the current billing period. This reflects the access you had to the service before termination, the infrastructure and AI-processing costs already incurred on your behalf, and the need to prevent the refund process being used as a way to obtain the service at no cost. You may still raise any concern about this with us directly, with your bank, or through the small claims court.

7. Data retention and deletion

Your data is retained for as long as your account is active. If you request deletion of your account or family, we begin a 30-day grace period during which everything is recoverable. After 30 days, personal data is permanently deleted.

Financial records are retained for seven years as required by UK law. Safeguarding records are retained for seven years in line with clinical record-keeping guidance. These records are minimal and subject to strict access controls.

If a recipient passes away, we pause all data processing timers and give the family time to export or manage the library at their own pace.

8. Limitation of liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Subject to the above, our total liability to you for any claim arising from your use of Memrease is limited to the greater of £100 or the total amount you have paid us in the 12 months before the claim arose.

We are not liable for indirect or consequential losses, including loss of data (beyond reasonable efforts to prevent it), loss of profit, or loss of opportunity. We do not exclude liability for emotional distress caused by AI-generated content — we manage this risk through product design (safeguarding checks, sensitivity flags, and gentleness controls) rather than contractual exclusion.

9. Acceptable use

Memrease exists to bring warmth, meaning, and gentle connection to the recipient at the heart of a family. Using the service in a way that harms that person — or anyone else — is a fundamental breach of these terms.

You agree not to:

• use Memrease to harm, manipulate, deceive, destabilise, or exert coercive control over a recipient, or to facilitate domestic abuse or elder abuse of any kind;
• upload content designed to distress, humiliate, or punish the recipient, or to misrepresent events in their life in a way that could cause confusion or harm;
• upload sexually explicit, pornographic, or erotic material of any kind — including material depicting consenting adults. Memrease is a family memory product, and sexually explicit content is out of place regardless of context or consent;
• upload material that glorifies, celebrates, or promotes terrorism, extremism, or political or religious violence;
• provide step-by-step instructions for self-harm, suicide, or acts of violence against another person. Describing your own lived experience — your illness, grief, recovery, or the darker parts of a life honestly told — is not a breach. Those are valid memories. The line is instruction, not experience;
• use Memrease as a general-purpose AI assistant — for example, to generate code, essays, recipes, or other outputs unrelated to your family’s memories, or to work around the content rules of other AI services;
• create fake recipients, impersonate a real person, or enrol a recipient who has not given informed consent (or, where they lack capacity, a recipient on whose behalf you do not have appropriate authority to act);
• upload illegal content, including but not limited to child sexual abuse material, content inciting violence, or content uploaded in breach of intellectual-property rights;
• upload financial credentials, identity documents, or information about third parties that you have no right to share;
• attempt to manipulate, bypass, or enumerate our safeguarding systems — for example, through prompt injection, adversarial probing, or repeated attempts to find wording that passes automated checks;
• harass, threaten, or attempt to influence the Memrease safeguarding team during a review.

Review and enforcement.Content flagged by our automated systems, reported by a curator or recipient, or escalated by our AI processing may be reviewed by a member of the Memrease safeguarding team. The team may approve it, ask you to edit and resubmit, redact or remove it, or — in severe or repeated cases — suspend or terminate your account. Our automated systems are sometimes cautious about memoir content that touches on difficult subjects (war, illness, historical crime, bereavement). Where a human reviewer confirms the content is a legitimate memory, we restore it; the existence of an automated flag is not, by itself, a breach. How this works in relation to your personal data is described in our privacy policy.

Family handover.If we terminate the account of a curator who is the head administrator of a family, and another administrator exists on that family, we may offer that other administrator the opportunity to assume the head-administrator role, so that the family’s memories and the recipient’s experience are not lost. We do this at our discretion, and we may decline where the continuing administrator is also subject to enforcement concerns.

Blocklist.Where we terminate an account for breach of this section, we may prevent the same person from creating another Memrease account, from subscribing using the same payment method, or from acting as a curator on another family’s account. To do this, we retain a minimal enforcement record as described in our privacy policy. You can appeal by emailing hello@memrease.com with a reasoned explanation, and we will respond within 30 days.

Authorities. In rare cases involving imminent risk to life or safety, we may contact relevant authorities (for example, the police or social services) in line with our safeguarding duty, and we will notify you of this action unless doing so would prejudice an investigation or we are prevented from doing so by law.

10. Termination

Either party may terminate this agreement at any time. You can delete your account from Settings. We may terminate or suspend your account if you breach these terms, subject to reasonable notice where practicable.

On termination, your data is handled in accordance with Section 7 (Data retention and deletion).

11. Changes to the service and these terms

We may update Memrease and these terms as the product develops. When we make significant changes to these terms, we will notify you by email at least 30 days before the changes take effect. During this notice period, you may cancel your account without penalty if you do not agree to the new terms.

Minor changes (corrections, clarifications, updated contact details) may be made without specific notification, but the version number and effective date at the top of this document will always reflect any revision.

12. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any disputes. We do not include an arbitration clause because mandatory arbitration is not enforceable in UK consumer contracts.

Contact us

For questions about these terms: hello@memrease.com. For privacy-related enquiries: privacy@memrease.com.

Kinesis Consultants Ltd · ICO registration ZC116604 · Registered in England and Wales · #406 Peppercorn Court, 18 Blair Street, London E14 0NY