1. The six promises
We will never sell your data.
Not to advertisers, not to data brokers, not to anyone. This is a contractual commitment to every customer, not a marketing line.
We will never train public AI on your memoirs.
AI processing happens per-request with vendors contractually prohibited from retaining or training. If this ever changes, every customer gets 90 days notice and an opt-out.
Consent is mandatory, revocable, and logged.
No recording without informed consent. Voice cloning requires a separate, explicit recorded consent. Anyone featured can revoke at any time.
AI doesn't invent. It only reflects.
Our generative outputs are always linked to source answers. When the AI doesn't know, it says so. We don't let the system make up memories.
Families own what they record.
You can export everything, any time, in machine-readable format. Leaving Heirloom never means losing your memoirs.
Death doesn't break the trust.
Posthumous use respects the consent the subject gave in life. If they opted out of voice cloning, we honor that forever — no exceptions, no family overrides.
2. The bright lines we will not cross
- We will not enable voice cloning of anyone without explicit, revocable consent.
- We will not produce deepfake-style content that misrepresents what a person said or believed.
- We will not allow political or commercial use of cloned family voices.
- We will not side with a surviving family member over a documented wish of the subject.
- We will not monetize your memoir content — the product fee is the only revenue.
- We will not build the dead-person chatbot some competitors are racing toward. An honest legacy experience is not a séance.
3. How AI honesty works in practice
- Source-linked answers. Every AI-generated sentence in a memoir links back to the captured answer it came from.
- "I don't know" is a feature. When asked something outside the captured content, the voice experience says so — it doesn't make up answers.
- Your family reviews every chapter. The AI drafts Memory Book chapters only from your family's own recorded stories, and your family reviews — and can edit — every chapter before downloading the print-ready PDF.
- Flagged hallucinations trigger a rebuild. If the system invents anything, customers get an immediate rebuild at no charge and the model's behavior is reviewed.
4. How we handle family disputes
- Any member of the account family can flag a dispute by email.
- We immediately pause new AI generation and external sharing of the affected memoir.
- We give the family 30 days to mediate, with optional facilitation from our Partner Success team.
- If unresolved, we defer to: (a) the subject's documented wishes, then (b) the purchasing account holder.
- We cooperate with courts and legal process where required.
5. Death, dementia, and diminished capacity
Heirloom's hardest work happens at life's edges. Our policies:
- Subjects with capacity at the time of capture: consent is valid.
- Subjects in later-stage cognitive decline: we defer to guardians/POAs for new content; voice cloning requires pre-decline documented consent.
- Posthumous: we execute the subject's original consent exactly as given.
Full text: Consent & Recording Policy.
6. Advisory council
We convene an external advisory council of clinicians, ethicists, and data-privacy experts to pressure-test our hardest calls. Advisors have read-only visibility into policy decisions and publish a yearly transparency note (first note: Q4 2026).
7. How to raise concerns
- General trust questions: trust@theheirloom.ai
- Privacy/DSAR: privacy@theheirloom.ai
- Abuse / misuse reports: abuse@theheirloom.ai
- Legal / law enforcement: legal@theheirloom.ai
8. Changelog
| Version | Date | Change |
|---|---|---|
| 1.0 | 2026-04-21 | First publication of the six promises, bright lines, AI honesty protocol. |
This is a living document.
Material changes will be announced by email 30 days in advance, with a summary and a public redline.
Start capturing →