Customer privacy
Privacy notice
Short version: We use order details and submitted media only to quote, produce, deliver, support, and account for the service. Customer memorial materials are not used to train AI models, build a portfolio, or advertise without separate written permission.
Information we handle
We may receive contact and billing details, service deadline and venue requirements, title text, sequence instructions, photos, and optional customer-supplied audio. Stripe processes payment information; we do not receive full card numbers. Cloudflare processes private uploads and delivered files in R2 storage and limited order-state records in D1.
Why and how we use it
We use information to confirm capacity, collect payment, produce and quality-check the ordered video, deliver files, make the included correction, prevent fraud, keep transaction records, and meet legal obligations. The production workflow uses local image and video tooling; submitted memorial materials are not sent to a generative-AI service.
Website analytics and sharing
Cloudflare provides the public website and privacy-focused Web Analytics. It processes basic page-view, referrer, browser, device, country, and page-performance information without setting analytics cookies or using local storage to track visitors. We disclose information only to service providers needed to run the order or when legally required. These providers currently include Stripe for payments, private file-transfer or storage providers, Cloudflare for the website and aggregate analytics, and email providers. We do not sell customer personal information.
Our public service and guide pages also use limited attribution to understand which search channels and professional referrals lead to orders. We record the public page name, a broad source category, a registered campaign label, a time and a random page or checkout reference. Campaign labels can travel between public pages in links. The checkout reference connects a confirmed Stripe payment to its source; it never contains a family name, email address, photo or private access link.
Public attribution uses no browser cookies or persistent browser storage, and our attribution script respects Do Not Track and Global Privacy Control signals. We do not store raw search terms, full referring URLs or IP addresses in these attribution records. Private intake and delivery pages do not run marketing analytics. Page-view and checkout-attribution records are removed after 90 days. Transaction records are retained separately as described below.
Optional feedback
After delivery, you can leave private feedback or email us later. Feedback is optional and does not affect support, revisions or refund rights. We keep private feedback for up to one year, unless you ask for earlier removal. Choosing to be contacted about a possible quote only allows us to ask; no quote or family media is published without separate written permission.
Retention
Uploaded source media, working files, and delivered video files are removed from active production storage within 24 hours after confirmed receipt unless earlier deletion is requested. Private cloud objects also have a 72-hour object-age deletion backstop. Storage providers may retain deleted copies for limited recovery, security, fraud-prevention, or backup periods under their own policies; removal from active project storage is not a promise of immediate physical erasure from every provider backup. Basic transaction, consent, deadline, and support records may be retained as needed for accounting, disputes, fraud prevention, and legal compliance; they should not contain customer media.
Security and access
Orders use private upload requests and private delivery links. No Internet transmission or storage system can be guaranteed perfectly secure. To request access, correction, or deletion of order information where applicable, email [email protected]. We may need to verify the request before acting.
Children and third-party rights
The service is offered to adults. Buyers must have permission to provide the submitted materials, including images of minors and optional audio, and must avoid submitting unnecessary sensitive information.
Changes
Material changes will be posted here with a new effective date. Questions may be sent to [email protected].