Terms & Conditions

1. About these terms

These terms are an agreement between you and Customer Experience Insight Pty Ltd ("we", "us", "our"), the Australian company that operates Memora.help (the "Service"). By creating an account or using the Service you agree to these terms. If you do not agree, please do not use 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, and call 000 (Australia) or your local emergency number in an emergency.
• AI-generated content can be inaccurate or incomplete. 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.

3. Your account and responsibilities

• You must provide accurate account information and keep your password secure. You are responsible for activity under your account.
• You must be at least 18 years old to create an 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, and that you will record consent in the app where it asks you to.
• You agree not to upload content that is unlawful, 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, interfere with the Service's security, or use the Service to harm others.

4. 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 are stored in private, access-controlled storage located in Sydney, Australia.
• Written records (accounts, profiles, notes, plans, session history) are stored on secure servers located in the United States.
• AI features send written text (never photos or audio files) to an AI model processed in the United States, only as described in our Privacy Policy and, for reminiscence features, only with recorded consent.

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.

5. Your content

• You retain ownership of the content you add to the Service. You grant us a limited licence to host, store, process, and display that content solely to provide the Service to you and your care team.
• We do not sell your content and do not use it to train AI models.
• You can delete a person's profile (which deletes their associated records and media) or request deletion of your account at any time.

6. 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, provided that if we discontinue the Service entirely we will give you reasonable notice and a reasonable opportunity to export or retrieve your data.

7. Liability

To the maximum extent permitted by law, and subject to the consumer guarantees under the Australian Consumer Law that cannot be excluded:

• the Service is provided "as is" and we exclude all implied warranties, conditions, and guarantees not required by law;
• we are not liable for indirect or consequential loss, loss of data caused by events outside our reasonable control, or loss arising from your reliance on Service content (including AI output) without appropriate professional advice;
• where liability cannot be excluded but can be limited, our liability is limited, at our option, to re-supplying the relevant services or paying the cost of having them re-supplied;
• nothing in these terms limits our liability for fraud, or for any liability that cannot lawfully be limited.

If you use the Service as a consumer within the meaning of the Australian Consumer Law, our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill and be reasonably fit for purpose.

8. 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, after giving notice where reasonable to do so. On termination we will handle your data as described in the Privacy Policy.

9. General

• These terms are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of the courts of New South Wales. Nothing in this clause prevents EU/UK consumers from relying on mandatory protections of their home jurisdiction.
• We may update these terms. For material changes we will take reasonable steps to notify you in the app before they take effect; continued use after notice constitutes acceptance.
• If part of these terms is found invalid, the rest remains in effect.

Contact: support@memora.help