Privacy Policy

Effective date: 13 August 2026 · Version 2.0

The short version

CareMemo carries short videos and notes between a person in care and the family who love them. That means we hold something genuinely personal: recordings of someone's parent or grandparent, often in the last years of their life.

We do not sell your data, we do not advertise to you, and we do not use your videos to train anyone's AI models. You can download everything we hold about you, delete a single recording, or delete your account, from inside the app without asking us. The rest of this page explains exactly what we hold and why.

Who we are

CareMemo is a product that restores emotional presence for families separated from loved ones in care. CareMemo is the data controller for the information described here. Questions about this policy, or any request about your data, can be sent to admin@carememo.app.

Two different ways you might be in our records

This policy covers both, and they are separate:

The waitlist. If you gave us your email address on this website, that is all we hold. See “If you only joined the waitlist” near the end of this page.

The app. If you have a CareMemo account, everything in the sections immediately below applies to you.

What we collect when you use the app

Your account. Your name, email address, whether that email has been verified, your role (family member, care recipient, care worker or facility staff), your language preference, and an optional profile picture. If you sign in with Apple or Google, we receive your name and email address from them, not your password.

The care recipient's profile. Their name, and optionally a location such as the name of their care home or the town they live in. Where the care recipient has their own account, this is linked to it.

Videos, photos and notes. Video recordings (capped at 30 seconds each), the still image taken from the start of each video, and any written note or caption attached to a moment. We store how long each recording is and when it was made.

Reactions and messages. The reactions you leave on a moment, and any thank-you message you send to a care worker.

Connections and invitations. Who is connected to whom, and the email address or phone number you enter when inviting someone. A phone number typed into an invitation is used to open your own messaging app and is not sent to us.

Notifications. A device token that lets us send you a push notification, and your preferences for which notifications you want.

Subscription. Your plan, its status and renewal date, an identifier from our subscription provider, and a count of any failed payments. We never see or store your card details. Payment is handled entirely by Apple or Google.

Security and access records. Your sign-in sessions, and a log of security-relevant events such as sign-ins, who viewed a care recipient's moments, and when access was granted or removed. This log is how a family can see who has had access to their relative's recordings.

A record of your consent. Which version of this policy you accepted, and when.

Health-related information

We do not ask for medical records, diagnoses, medication or care plans, and CareMemo is not a clinical system. You should not use it as one.

But we are realistic about what we are holding. A video of someone in memory care, a note about how their day went, or the name of a nursing home can reveal something about a person's health. Where that information amounts to special category data under UK or EU data protection law, we rely on your explicit consent to process it, given when you accept this policy and each time you choose to record and share a moment. You can withdraw that consent at any time by deleting the content or your account.

Why we use it, and our legal basis

To provide the service. Delivering moments to the right family members, managing connections and invitations, and sending notifications. Legal basis: performance of our contract with you.

To handle health-related content. Storing and delivering recordings that may reveal health information. Legal basis: your explicit consent.

To keep accounts secure and accountable. Sign-in security, session management, and the access log that shows families who has seen their relative's recordings. Legal basis: our legitimate interest in the security of the service and in protecting the people in it.

To take payment. Managing subscriptions and entitlements. Legal basis: performance of our contract with you.

To keep the app working. Diagnosing crashes and errors. Legal basis: our legitimate interest in a reliable service.

To meet our legal obligations. Including keeping a record that you consented to this policy. Legal basis: compliance with a legal obligation.

We do not use your information for advertising, and we do not sell or rent it to anyone.

AI summaries

If your plan includes them, CareMemo can write a short summary of the moments shared about your relative over the past week. These are generated using Anthropic's Claude models.

Because this is the part people most want to know about, here is exactly what is sent: the care recipient's name, the first names of any care workers involved, and the text of the written notes. Your video recordings, the still images taken from them, and any audio are never sent to Anthropic or to any other AI provider.

Anthropic processes this on our behalf as a data processor and does not use it to train its models.

Who else handles your information

We keep this list short on purpose. Each of these companies acts as our processor, under contract, and may only use your information to provide their service to us.

Neon. Hosts our database, on Amazon Web Services infrastructure in the United States.

Cloudflare. Stores video recordings, still images and data exports (R2 object storage).

Railway. Runs the CareMemo application servers.

Anthropic. Generates AI summaries, from text only — see above.

Resend. Sends our emails to you.

Expo. Delivers push notifications to your device.

RevenueCat. Manages subscriptions. Apple and Google take the actual payment and are the merchants of record.

Sentry. Collects crash and error reports so we can fix faults.

Inngest. Runs our scheduled and background tasks, such as preparing an export.

We may also disclose information if we are legally required to, or to establish or defend a legal claim. If CareMemo is ever sold or merged, your information may transfer with it, and we will tell you before that happens.

Where your information is stored

CareMemo's servers and database are located in the United States. If you are in the United Kingdom, the European Economic Area or Australia, your information is transferred outside your country to be stored and processed.

Where that transfer is from the UK or EEA, we rely on the UK International Data Transfer Addendum and the European Commission's Standard Contractual Clauses with our providers. You can ask us for details of the safeguards that apply by emailing admin@carememo.app.

How long we keep it

Videos, images and notes. For as long as your relative's profile is being used — whether or not anyone is paying. CareMemo is free to use, and choosing not to subscribe is never a reason for us to delete anything. It may be the only recording a family has of someone.

If a profile is abandoned. We delete a profile only when it is both unpaid and unused. Recordings are kept while your relative, or any family member on their profile, is subscribed — however long it has been since anyone opened the app. They are kept just as long, subscription or not, while anyone in the family is still using the profile. A care home's access does not count towards either — retention follows the family, not the care provider. Only if nobody in the family is subscribed and nobody has opened the profile for 24 months will we email you first, and delete the profile and its content 30 days later. Simply opening the profile in that time cancels the deletion.

If you delete a single recording. It disappears from the app straight away and stops being playable. We keep it recoverable for 30 days in case the deletion was a mistake — these are often the only recording anyone has of someone. You can put it back yourself during those 30 days under Profile → Recently deleted, which also shows how many days each one has left. After 30 days it is permanently deleted, including from our object storage.

Who can delete a recording. Anyone can remove a recording they made themselves. The family admin, and the care recipient whose profile it is, can remove any recording on that profile. Care home staff cannot delete recordings made by your family — they can only remove their own. This mirrors how we treat retention generally: the memories belong to the family, not to the care provider.

If you delete your account. Deletion is scheduled 30 days ahead, so you can change your mind — we will remind you it is pending, and you can cancel it in the app. After that, your account, recordings, images and notes are permanently deleted, including from our object storage.

Access and security logs. 90 days, then automatically deleted.

Your consent record. Kept after your account is deleted. Data protection law requires us to be able to show that consent was given, and we cannot do that if we destroy the evidence on request. Once your account is gone, this record is no longer linked to your name, your email or anything else about you — it records only that a consent happened and when. This is the single exception to the deletion described above, and we say so in the email confirming your account was deleted.

Your rights

Wherever you live, you can ask us to give you a copy of your information, correct it, or delete it. If you are in the UK, the EEA or Australia you also have the right to restrict or object to how we use it, to receive it in a portable format, and to withdraw consent at any time — withdrawing consent does not affect anything we did before you withdrew it.

Several of these you can exercise yourself, immediately, without contacting us. In the app, open the Profile tab:

Export my data. Under Privacy & data. Prepares a download of your profile, your connections, your moments and your recent access log. We notify you when it is ready. Recordings you have already deleted are not included, even if they are still inside the 30-day recovery window — you have told us to remove them, and you can restore one first if you want it in the export.

Delete my account. Under Privacy & data. Starts the 30-day deletion described above.

Delete or restore a single recording. The ⋯ menu on any recording deletes it; Profile → Recently deleted puts it back within 30 days.

For anything else, email admin@carememo.app and we will respond within 30 days. We will never charge you for this or make it difficult.

If you think we have handled your information badly, please tell us first so we can put it right. You also have the right to complain to your data protection regulator — in the UK that is the Information Commissioner's Office (ico.org.uk), and in the EEA it is the supervisory authority where you live.

How we protect it

Traffic between the app and our servers is encrypted. Video recordings are held in private object storage and are reached only through short-lived links, never a public URL. Access to a care recipient's moments is granted by explicit connection and can be withdrawn, and every grant and removal is written to the access log a family can read. When access is removed, the sessions belonging to that person are revoked.

No system is perfectly secure, and we will not pretend otherwise. If a breach affects your information and puts you at risk, we will tell you and the relevant regulator without undue delay.

Children

CareMemo is not intended for children, and you must be 18 or over to hold an account. Children may of course appear in videos that adults record and share — those recordings are visible only to the small circle of people connected to that care recipient. If you believe a child has created an account, email admin@carememo.app and we will remove it.

If you only joined the waitlist

If you gave us your email address on this website and have not created an account, we hold only that address and the date you submitted it. It is stored in our own self-hosted ListMonk instance, which we operate and control — we do not pass it to a third-party marketing platform.

Signup is confirmed opt-in: we email you a link, and you are added only once you click it. Every email includes a one-click unsubscribe link. We use the address solely to tell you about CareMemo's launch and early access. We keep it until you unsubscribe or ask us to delete it.

This website sets no advertising or analytics cookies, and we do not track you across other sites.

Changes to this policy

If we change this policy in a way that materially affects you, we will update the version number and effective date above, and ask you to review it in the app before you carry on using CareMemo. We will not quietly widen how we use your information and rely on you not noticing.

Version 2.0 replaces the earlier waitlist-only policy, which described only the mailing list on this website.

Contact

For any privacy question, or to exercise any right described here, email admin@carememo.app.