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Memora.help

Terms & Conditions

Last updated: 8 October 2026

1. About these terms

These terms are an agreement between you and Customer Experience Insight Pty Ltd (ABN 61 634 039 759) trading as WA AI Hub ("we", "us", "our"), the Australian company that operates Memora.help (the "Service"). By creating an account, ticking the acceptance box at sign-up or using the Service, you agree to these terms. If you do not agree, please do not use the Service.

These terms, our Privacy Policy, our Refund Policy and our Children's Policy form the whole agreement between us about the Service.

Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded.

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

  • Memora.help provides practical tools for family members and carers of people living with dementia: observation notes, care plans, evidence-informed guidance, and reminiscence support.
  • The Service is not a medical device and does not provide medical advice, diagnosis, or treatment. Content in the Service, including AI-assisted guidance, is general information to support — not replace — professional advice. Always consult a qualified health professional for medical decisions.
  • Emergencies. The Service is not an emergency service and is not monitored in real time. In an emergency call 000 (Australia) or your local emergency number. Automated alerts in the Service (including the keyword check on voice input) can miss urgent situations and must not be relied on to detect one.
  • You are told when you are interacting with an AI system (such as the guidance chat). AI features use general-purpose AI models provided by third parties, and are not designed or approved for diagnosing, treating or monitoring a person's health.
  • AI-generated content can be inaccurate, incomplete or out of date. The Service requires human review of AI-drafted care notes before they are saved to the record, and you are responsible for reviewing any AI output before relying on it.
  • Some parts of the Service use computer programs to make or inform decisions, such as credit-based access, content moderation and AI-drafted suggestions. They are described in section 6 of our Privacy Policy. You may ask a person at Memora.help to review them (see clause 18).

3. Who can use the Service

  • You must be at least 18 years old and able to enter a binding contract. The Service is not for children (see our Children's Policy). If we learn that an account belongs to someone under 18 we will close it.
  • You may use the Service for your personal caring role or, if you are a coordinator or clinician, for the people your organisation supports. If you use the Service on behalf of an organisation, you confirm you are authorised to bind it.

4. Your account and responsibilities

  • You must provide accurate account information and keep your password secure. You are responsible for activity under your account unless it results from our failure to take reasonable security steps.
  • We offer optional two-step verification by emailed one-time code in Settings, and we recommend you turn it on, especially if you access the records of more than one person. It is not mandatory and does not guarantee your account cannot be compromised.
  • Tell us promptly at support@memora.help if you suspect unauthorised access to your account.
  • Where you add information about another person (including the person you care for), you confirm that you have their consent or other lawful authority to do so (for example, as their guardian, enduring guardian or other lawful substitute decision-maker), and that you will record consent in the app where it asks you to. You must involve the person as far as they are able and must not use the Service in a way that overrides their lawful wishes. We do not verify your authority.
  • You agree not to upload content that is unlawful, defamatory or abusive, that infringes another person's rights, or that you do not have permission to store. We recommend you do not store financial details, government identifiers, passwords, or answers to security questions in care records or recordings.
  • You must not attempt to access other users' data, probe or interfere with the Service's security, bypass credit, moderation or rate limits, attempt to manipulate the AI, scrape the Service, or use it to harm others.
  • You must not use the Service or its AI output to make decisions that have legal effects on a person, such as determining legal capacity, eligibility for benefits or aged care, or guardianship, without independent professional assessment.

5. Where data is stored and processed

We are transparent about our infrastructure, and you accept these facts as a condition of use:

  • Photos and audio recordings in the Memory Vault are stored in private, access-controlled storage located in Sydney, Australia.
  • Written records (accounts, profiles, notes, plans, conversations, session history) are stored on secure servers located in the United States.
  • AI features send written text to AI models processed in the United States, and voice input sends your audio recording to a speech-to-text provider in the United States. Photos and audio stored in the Memory Vault are never sent to AI services. This happens only as described in our Privacy Policy and, for reminiscence features, only with recorded consent. Voice input is optional, and the recording is not kept.

We do not promise or guarantee Australian data residency for the database or AI processing. Full details, including your privacy rights and cross-border disclosure information, are in our Privacy Policy, which forms part of these terms.

6. Credits, prices and payment

  • Some features use credits that you buy as one-off top-ups. Prices and the number of credits in each pack are shown in the app before you pay, in Australian dollars. Prices include GST. We are registered for GST and will give you a tax invoice on request. Credits are used at the rates shown in the app and a request is declined automatically if your balance is insufficient. Paid credits expire 12 months after the date of purchase, as shown at checkout; expired credits cannot be used or refunded, except as set out in our Refund Policy or as required by law. Credits you spend are taken from the credits that expire soonest first. We will email you about 30 days before credits expire and show the date in your credit menu, but the expiry applies even if you do not receive or read the email. Credits are not a deposit, are not money, and cannot be transferred or redeemed for cash except as set out in our Refund Policy or as required by law.
  • Payments are processed by Stripe, which screens payments for fraud using automated tools and may decline a payment. We do not receive or store your full card number. Your statement may show the name WA AI Hub. If your card is issued in another currency your bank may charge conversion fees.
  • We may offer bonus or reward credits. They have no cash value and are not refundable.
  • If a payment is reversed or charged back, we may reduce your credit balance by the corresponding amount. Please contact us before disputing a charge so we can fix the problem.
  • If you are a consumer in the EU or UK you have a 14-day right to withdraw, described in our Refund Policy.
  • We will give you at least 30 days' notice of any price increase for credit packs. A price change does not affect credits you have already bought.

7. Your content

  • You retain ownership of the content you add to the Service. You grant us a limited, non-exclusive, revocable licence to host, store, process (including by AI as described in our Privacy Policy), and display that content solely to provide the Service to you and your care team, and to keep it secure.
  • We do not sell your content and do not use it to train AI models.
  • AI output produced for you is yours to use, subject to the law. Because AI can produce similar output for different people, we give no assurance that it is unique.
  • You can delete a person's profile (which deletes their associated records and media) or request deletion of your account at any time. You can request an export of your data by emailing us.
  • We own the Service, its software, design, text and the evidence library curation. We grant you a personal, non-transferable licence to use them for the purposes of the Service. Third-party sources cited in the Service remain the property of their owners.

8. Third-party services

The Service relies on third-party providers (for example hosting, database, AI, speech-to-text, email, bot protection and payments), listed in our Privacy Policy. Links to external resources (such as Dementia Australia, Carer Gateway or Dementia Support Australia) are provided for convenience; we do not control and are not responsible for them.

9. Availability and changes to the Service

We aim to keep the Service available and reliable, but we do not guarantee uninterrupted or error-free operation. We may change, suspend, or discontinue features. If we discontinue the Service entirely we will give you at least 30 days' notice and a reasonable opportunity to export or retrieve your data, and we will refund unused paid credits as set out in our Refund Policy.

10. Content complaints and removal

If you believe content in the Service infringes your rights, or includes information about you or a child that should not be there, email support@memora.help with details. We will review it promptly and may remove or restrict it.

11. Privacy

We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where it applies, the GDPR and UK GDPR, as described in our Privacy Policy. Health information is sensitive information and we treat it accordingly.

12. Consumer guarantees and your rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. These include that services will be provided with due care and skill, be fit for any purpose you have made known to us, and be provided within a reasonable time. For a major failure you are entitled to cancel the service and get a refund for the unused portion, or compensation for the reduced value. You are also entitled to compensation for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure you are entitled to have problems with the service fixed in a reasonable time. If this is not done you are entitled to cancel the service and obtain a refund of the unused portion. If you are in the EU or UK, you also keep the rights your local law gives you as a consumer.

13. Liability

Subject to clause 12 and to the extent permitted by law:

  • nothing in these terms limits or excludes our liability for fraud, for death or personal injury caused by our negligence, for anything we cannot lawfully limit or exclude, or any right you have under the Australian Consumer Law, the GDPR or any consumer law that cannot be excluded;
  • we are not liable for loss that was not reasonably foreseeable, for loss caused by events outside our reasonable control (including failures of internet, hosting or third-party AI services), or for loss arising from your reliance on Service content, including AI output, without appropriate professional advice where you were told to seek it;
  • if you are using the Service for business purposes rather than personal, domestic or household purposes, then, where the law allows, our liability for breach of a non-excludable guarantee is limited, at our option, to supplying the services again or paying the cost of having them supplied again, and our total liability to you in any 12-month period is limited to the amount you paid us in that period.

The Service is provided without any warranty beyond those required by law, and we exclude all other implied terms to the extent the law allows.

14. Suspension and termination

  • You may stop using the Service and request account deletion at any time.
  • We may suspend or terminate an account that seriously or repeatedly breaches these terms, that puts other people or the Service at risk, or where required by law. We will give notice beforehand where it is reasonable to do so, explain why, and give you a chance to respond unless the risk is urgent.
  • On termination we will handle your data as described in the Privacy Policy. If we terminate your account for a reason other than your breach, we will refund unused paid credits (see our Refund Policy).
  • Clauses that by their nature should continue (including 7, 13, 16 and 17) survive termination.

15. Changes to these terms

We may update these terms for legal, security or service reasons or to reflect changes to the Service. For material changes we will give you at least 30 days' notice by email or in the app before they take effect. If you do not agree to a change you may stop using the Service and request account deletion and a refund of unused paid credits before it takes effect. Continued use after that date means you accept the change. We will not make changes that remove rights you have under the Australian Consumer Law.

16. Complaints and disputes

If you have a problem or complaint, please email support@memora.help and we will acknowledge it within 5 business days and aim to resolve it within 30 days. If we cannot resolve it, you may contact the Western Australian Department of Mines, Industry Regulation and Safety (Consumer Protection), the Australian Competition and Consumer Commission, or the Office of the Australian Information Commissioner for privacy matters, or your local EU/UK consumer or data protection authority. Nothing in this clause stops you going to a court or tribunal.

17. General

  • These terms are governed by the laws of Western Australia, Australia, and you submit to the non-exclusive jurisdiction of the courts of Western Australia. Nothing in this clause prevents EU/UK consumers from relying on mandatory protections of their home jurisdiction or from bringing proceedings in their home courts.
  • If part of these terms is found invalid or unenforceable, that part is read down or removed and the rest remains in effect.
  • We may transfer our rights and obligations under these terms to a successor of the business if your rights are not reduced; you may not transfer your account without our written consent.
  • Our failure to enforce a right is not a waiver of it. We are not in breach of these terms to the extent a failure results from events outside our reasonable control.
  • Notices to you may be sent to your account email or shown in the app. Notices to us should be emailed to support@memora.help.

18. Contact

Customer Experience Insight Pty Ltd trading as WA AI Hub (ABN 61 634 039 759), Western Australia. Email: support@memora.help. To ask for a person to review an automated decision, mark your email "Privacy".