Terms of Service

Who We Are

HeartTold is operated by HeartTold Ltd, a company registered in England and Wales (company number 17173319) with its registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom. References to "we", "us", and "our" in these Terms mean HeartTold Ltd. You can contact us at hello@hearttold.com.

1. Acceptance of Terms

By creating an account or using HeartTold ("the Service"), you agree to these Terms of Service and to the terms of all third-party providers listed in Section 11. If you do not agree to any of these terms, do not use the Service. These terms apply to all users in the United States, United Kingdom, and Australia.

2. Description of Service

HeartTold provides an AI-assisted platform for recording, preserving, and sharing family stories through guided interviews and memoir generation. The Service acts as an integration layer connecting your content to third-party AI, storage, and payment infrastructure. HeartTold does not own or operate the underlying AI models, databases, or payment systems, these are provided by independent third parties whose terms apply directly to you.

3. Account Registration

You must provide accurate information when creating an account. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account. You must be at least 16 years old to use HeartTold.

4. Subscriptions and Payment

Prices for HeartTold are shown in your local currency on the website at the time of purchase. Before we charge you, we will show the total amount due, the billing frequency for any subscription, and the payment method that will be charged. We use Stripe to process payments and do not store your full card details.

If a payment fails, we may retry the charge up to three times over seven days. If payment cannot be collected after that, we may suspend your access to paid features until payment is received. You can update your payment method or cancel a subscription at any time in your account settings.

4a. Cancellation and Refunds

If you are a consumer in the UK or EU, you have the right to cancel your purchase within 14 days of the date you bought it, without giving a reason. To cancel, email hello@hearttold.com with your account email and the words "cancel order" in the subject line.

Where you have started using the service during the 14-day cancellation period, you acknowledge that you may lose your right to cancel once the service has been fully performed. We will issue a full refund within 14 days of receiving your cancellation request, using the same payment method you used to buy the service.

Outside the statutory cancellation period, refunds are at our discretion. If the service does not work as described, you have additional rights under the UK Consumer Rights Act 2015 which we will not seek to limit.

5. Your Content

You retain ownership of all stories, recordings, and content you create using HeartTold ("Your Content"). By using the Service, you grant HeartTold a limited, non-exclusive licence to process Your Content solely for the purpose of providing the Service to you, specifically, to pass Your Content to third-party AI and storage providers as described in Section 11.

We do not use Your Content to train AI models. We do not sell Your Content. We do not share Your Content with any party except those listed in Section 11 who are necessary to operate the Service.

You acknowledge that by using HeartTold, your interview content and memoir text will be transmitted to Anthropic's Claude API for processing. This transmission is governed by Anthropic's terms. HeartTold is not responsible for how Anthropic handles data within its own systems beyond what Anthropic's published policies state.

6. Acceptable Use

You agree not to:

• Upload content that is illegal, defamatory, or infringes on third-party rights.
• Use the Service to harass, abuse, or harm others.
• Attempt to reverse engineer, scrape, or circumvent the Service.
• Share login credentials or use the Service on behalf of others without authorisation.
• Misrepresent your identity or affiliation.

7. AI-Generated Content

HeartTold uses artificial intelligence to help you create memoirs, summaries, and other content from the stories you share. AI output can sometimes be inaccurate, incomplete, or unexpected. We exercise reasonable care in selecting and configuring our AI providers, but we cannot guarantee that AI-generated content will be free from errors. You are responsible for reviewing AI-generated content before sharing or relying on it.

This disclaimer does not limit our liability for failing to provide the service with reasonable care and skill, as required by the UK Consumer Rights Act 2015.

8. Intellectual Property

The HeartTold platform, including its design, code, and trademarks, is owned by HeartTold. Nothing in these Terms transfers ownership of platform IP to you. Your Content remains yours. AI-generated memoir output is assigned to you upon creation.

9. Termination

You can cancel your account at any time by emailing hello@hearttold.com or using the account settings page. On cancellation, you can export your stories, photos, and other content for 30 days. After 30 days we will delete your data in line with our Privacy Policy, except where we are required to retain it by law.

We may suspend or terminate your account if you breach these Terms, if your account is being used in a way that is unlawful or harmful to others, or if we are required to do so by law. Where the breach is not serious, we will give you reasonable notice and a chance to fix the issue before terminating. If you are a paying user and we terminate without cause, we will refund any unused portion of your subscription on a pro-rata basis.

10. Limitation of Liability

Our total liability to you for any claim arising out of or in connection with these Terms or your use of HeartTold is limited to the total amount you have paid us for the service in the twelve months before the claim arose.

We do not exclude or limit our liability where it would be unlawful to do so.

Subject to the above, we are not liable for indirect or consequential losses, loss of profits, loss of business, or loss of data that was not directly caused by our breach of these Terms.

11. Third-Party Providers and Their Terms

By using HeartTold, you acknowledge that your data is processed by the following third-party providers, each operating under their own terms of service and privacy policies. HeartTold is not a party to your relationship with these providers and accepts no liability for their acts, omissions, service failures, or data handling practices. You are encouraged to review each provider's terms:

HeartTold will notify you of any material changes to the list of third-party providers by updating these Terms and emailing registered users.

12. Indemnification

You agree to indemnify, defend, and hold harmless HeartTold and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with: (a) your access to or use of the Service; (b) Your Content; (c) your breach of these Terms; or (d) your violation of any third party's rights.

To the maximum extent permitted by law, you also acknowledge that HeartTold's aggregate liability in respect of any claim relating to a third-party provider's service is limited to facilitating your direct engagement with that provider's complaint, dispute, or legal process.

13. Data Protection

We process your personal data in accordance with our Privacy Policy and applicable data protection law, including the UK GDPR and the Data Protection Act 2018. You have rights under data protection law including the right to access, correct, delete, and export your personal data, and the right to object to processing. Full details and contact information are in our Privacy Policy.

If we suffer a personal data breach that is likely to result in a risk to your rights, we will notify the Information Commissioner's Office within 72 hours and notify you without undue delay where required by law.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in this clause limits your statutory rights as a consumer, including the right to bring proceedings in the courts of the country where you live.

15. Changes to These Terms

We may update these Terms with reasonable notice. We will email registered users and update the "Last updated" date above. Continued use of the Service after the effective date constitutes acceptance.

Technology and provider changes: HeartTold reserves the right to change, replace, or discontinue any third-party technology provider, infrastructure platform, or underlying software stack at any time without prior notice, provided that such changes do not materially reduce the functionality of the Service or result in a reduction of your data security. If we replace a core provider (such as our database, AI, or payment processor) with a different provider, we will update these Terms and the list in Section 11 accordingly, and notify registered users by email within 30 days of the change taking effect. Your continued use of the Service following any such change constitutes acceptance of the updated Terms. If you do not agree to a material change in provider, you may cancel your subscription and request a pro-rata refund for the unused portion of any paid billing period.

16. Contact

Questions about these Terms: hello@hearttold.com