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Version 5.2. Effective 3 October 2026 for new users, and 17 October 2026 for existing users.
These Terms of Service ("Terms") form a legally binding agreement between you and Lembray Ltd ("we", "us", "our"), a company registered in England and Wales (Company No. 17193414), governing your access to and use of the lembray platform at app.lembray.com ("the Service").
By creating or using a lembray account, you confirm that you have read, understood and agree to these Terms and our Privacy Policy (lembray.com/privacy). If you do not agree, you must not use the Service.
If these Terms and the Privacy Policy conflict, these Terms prevail, except on the processing of personal data, where the Privacy Policy takes precedence.
If you are a consumer in the United Kingdom, nothing in these Terms limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other UK consumer protection law. If you are a consumer in the European Union, nothing in these Terms limits or excludes your rights under applicable EU consumer protection law, including the Consumer Rights Directive (2011/83/EU) and the Digital Services Act.
We may give notices under these Terms by email, through the Service or by other reasonable means. Emails are treated as received 24 hours after sending unless we receive a delivery failure. All rights not expressly granted in these Terms are reserved by Lembray Ltd.
Care homes, home care providers and other organisations ("care providers") use lembray under a separate written agreement with us, which includes a data processing agreement. That agreement governs the relationship between the care provider and us, and takes precedence over these Terms for the care provider.
If a care provider has given you access to lembray, as a member of its office team, as a carer, or as a family member of someone it supports, these Terms apply to your own use of the Service, alongside the care provider's agreement with us. Your access is created, managed and can be withdrawn by the care provider.
If you hold your own lembray account, not through a care provider, these Terms are the full agreement between you and us.
To hold your own account you must be at least 13 years old, or the minimum age to consent to digital services in your country, whichever is higher. In some EU member states this is 14, 15 or 16, and it is your responsibility to check the age that applies to you.
If you are under the age of digital consent in your country, or under 18 where local law requires parental consent, you may only use lembray with the knowledge and verifiable consent of a parent or guardian. A parent or guardian who consents accepts these Terms on the young person's behalf and is responsible for their use of the Service.
By accepting these Terms you confirm that you have the legal capacity to enter into a binding agreement. If you accept on behalf of an organisation, you confirm that you have authority to bind it.
lembray helps people record life stories in their own voice and keep them as a storybook. Depending on how it is set up, the Service lets users:
We may change, suspend or discontinue features, giving 30 days' notice where reasonably practicable. If a change materially reduces what you are paying for, you may cancel and receive a pro-rata refund.
We may offer beta or experimental features. These are provided "as is", without warranty, and may be changed or withdrawn at any time. You use them at your own risk.
Content on lembray, and AI outputs such as transcriptions, translations and suggested questions, are not medical, legal, financial or any other professional advice. lembray is not a care planning or care management system and does not replace a care plan, an advance care plan or a will.
You must give accurate, current and complete information and keep it up to date.
Keep your login details confidential and do not share your password. You are responsible for activity under your account.
If you suspect someone has accessed your account, tell us at once at hello@lembray.com. If you are using lembray through a care provider, tell the care provider too. We are not liable for loss arising from unauthorised use where you did not take reasonable steps to protect your login details.
Each account is for one individual. You may not create multiple accounts or transfer your account to someone else without our written consent.
Care providers use lembray under a written agreement with us. Prices are agreed individually with each organisation and set out in that agreement.
We are not currently offering new paid individual subscriptions. Individual accounts remain available on our free plan, which includes up to 3 stories and 1 storyteller.
If you already have a paid individual subscription, it continues on the plan, features and price that applied when you subscribed, until it ends or you cancel. We will contact you personally, at least 30 days in advance, before making any change to it. Clauses 6.4 to 6.8 and section 7 apply to these subscriptions.
Paid subscriptions are billed annually in advance through Stripe, our payment processor.
A subscription renews automatically at the end of each billing period unless cancelled before the renewal date. We will email you a reminder at least 7 days before renewal.
We will give at least 30 days' written notice of any price increase. If you do not wish to pay the new price, you can cancel before the renewal date.
The Founding Member price is guaranteed for as long as the subscription remains active and uninterrupted. If a Founding Member subscription is cancelled, the Founding Member price cannot be reinstated.
If a payment fails, we will tell you and try again. If it still fails after up to three attempts over 14 days, your account may move to the free plan. Your content will not be deleted.
If you are not satisfied, you may ask for a full refund within 30 days of your first payment on a plan. This is available once per account. Contact hello@lembray.com.
If you are a consumer in the UK or EU, you may cancel a digital service contract within 14 days of purchase without giving a reason. If you asked for immediate access and then cancel within those 14 days, we may deduct an amount proportionate to the service already provided, as the law allows.
Cancel at any time from Settings in the app, or by emailing hello@lembray.com. Cancellation takes effect at the end of your billing period, and you keep your paid features until then.
Outside the 30-day guarantee and the statutory cooling-off period, fees are non-refundable. This does not affect your statutory rights.
If your account moves to the free plan, your saved stories and recordings stay accessible and playable, but you cannot add more than 3 stories or 1 storyteller, PDF export and collaboration are no longer available, and existing collaborators lose access. Your content is not deleted.
The people who create content keep ownership of it, including voice recordings, transcriptions, stories, photographs and storybooks ("User Content"). Lembray Ltd claims no ownership of User Content. In care provider accounts, the stories belong to the person who tells them and their family, and the care provider manages them on their behalf.
By adding User Content to the Service, you give Lembray Ltd a limited, non-exclusive, worldwide, royalty-free licence to host, store, process, reproduce, transmit and display it, only to operate and provide the Service. The licence ends when the content is deleted, subject to the retention periods in our Privacy Policy.
We will never use User Content for advertising, marketing or promotion without explicit prior consent, and we will never sell it.
Recordings and transcriptions are processed through OpenAI API services, as our processor, only to transcribe, translate and suggest follow-up questions. Under OpenAI's API data usage policies applicable at the time of processing, this data is not used to train its models. AI never writes or changes anyone's story.
A PDF or printed storybook contains the story text, photographs and chapters. Voice recordings stay in lembray and are not included. Once downloaded or delivered, you are responsible for keeping copies secure. We are not responsible for loss, unauthorised access or disclosure of copies outside the Service.
In individual accounts, the account holder who creates a storybook controls who can access it and what they can do. In care provider accounts, the care provider authorises each family member's access and decides what each can do, and can withdraw access at any time. Each contributor keeps ownership of what they add and allows the storybook's owner and authorised collaborators to use it within the Service. We are not responsible for disputes between collaborators.
We protect and back up content, but the Service is not meant to be your only copy of important memories. For a copy of your personal data in a machine-readable format, contact hello@lembray.com.
When you record or upload content that includes another person's voice, image or personal information, you are responsible for making sure that person (or their legal guardian or representative) has given informed consent, that you have the right to upload it, and that doing so does not break any law.
By uploading content featuring another person, you confirm to us that you have obtained the necessary consents and permissions.
Care providers are responsible for obtaining and recording consent before stories are recorded, and for following the Mental Capacity Act 2005 (or the equivalent law where they operate), best interests decision-making and safeguarding duties when someone may not be able to consent for themselves. Carers must follow their care provider's procedures, and must never record anyone who does not wish to take part.
You must not use the Service to:
We may investigate suspected breaches and take appropriate action, including removing content or suspending or closing accounts. Where the account belongs to a care provider, we will involve the care provider.
We may remove or restrict content we reasonably believe breaks these Terms, the law or anyone's rights. Where possible we will tell you first and give you the chance to respond.
If you believe content on lembray infringes your copyright, breaches your privacy or is otherwise unlawful, email hello@lembray.com with your name and contact details, a description of the content and why you believe it is unlawful, and where it is in the Service if you know.
For copyright complaints, please also identify the work you believe is infringed and the infringing content, and confirm that you believe in good faith the use is not authorised, that your information is accurate, and that you are authorised to act for the copyright owner.
We aim to investigate and respond within 30 days. We act immediately on urgent safeguarding or child safety concerns.
Whoever manages access to a storybook is responsible for sharing it only with the right people and for keeping any sharing links confidential. We are not responsible for sharing that results from access being given to the wrong person or a link reaching unintended recipients.
The lembray platform, including its software, design, conversation library, branding, trademarks and logos, is owned by Lembray Ltd and protected by intellectual property law. You may not copy, reproduce, modify, distribute or create derivative works from it without our written consent.
Where a care provider's name and logo appear in the Service, they remain the care provider's property and are used only to provide the Service to it.
If you send us feedback or ideas, we may use them freely without obligation to you.
Automatic transcriptions may contain errors, especially with accents, dialects, background noise or specialist terms. Transcriptions can be corrected in the app, and the original voice recording is always kept alongside them.
Translations may not capture every nuance, dialect or cultural reference. We make no warranty as to their accuracy. The voice always plays in its original language.
Suggested follow-up questions are a starting point only. Carers and family members decide whether and when to ask them, and should follow the person's lead.
lembray does not use voices to identify anyone, create voiceprints or carry out biometric recognition of any kind.
The Service relies on these providers: Stripe (payments for existing subscriptions), Supabase (database and authentication), Cloudflare (storage, content delivery and bot protection), OpenAI (transcription, translation and suggested questions), Brevo (email) and Sentry (error monitoring, EU region). Where printed storybooks are ordered, we also use a printing partner. We take reasonable steps to make sure these providers meet appropriate data protection standards, but we are not responsible for their acts or omissions.
We aim to provide a reliable service but cannot guarantee uninterrupted or error-free access. The Service may be unavailable during maintenance, technical problems or events beyond our control.
Where possible, we carry out planned maintenance at quiet times and give advance notice of significant downtime.
We are not liable for failure or delay caused by events beyond our reasonable control, including natural disasters, acts of government, power or internet failures, or failures of third-party services.
Personal data is processed in line with our Privacy Policy (lembray.com/privacy), which forms part of these Terms. In care provider accounts, we process personal data as the care provider's processor, under our agreement with it.
For individual accounts, after an account is closed or a subscription ends, content is kept for 90 days so it can be recovered if asked. You may ask for immediate deletion at any time at hello@lembray.com, subject to our legal obligations, and we will act within 30 days. Payment records are kept for 7 years as UK tax law requires.
You may close an individual account at any time from Settings, or by emailing hello@lembray.com. If your access comes through a care provider, the care provider manages it.
We may suspend or close an account, with or without notice, if you materially breach these Terms, use the Service in a way that harms others or creates legal risk for us, we are required to by law, or an individual account has been inactive for more than 24 months (no login, new content or other activity) and you have not responded to our messages sent at least 60 days beforehand.
When an individual account is closed, access ends immediately. Content is kept for 90 days, during which you can ask for immediate deletion or a copy of your personal data. After 90 days it is permanently deleted.
Clauses on intellectual property, liability, indemnity and governing law continue to apply after these Terms end.
Life stories can matter for generations, and we recognise that people may die or lose capacity.
A storybook can be passed to a family member to keep as their own, including when the person whose stories it holds has died. In care provider accounts, this is arranged with the care provider.
If you are the executor or legal representative of someone who has died, or act under a valid Power of Attorney for someone who has lost capacity, you may ask us at hello@lembray.com for access to, a copy of, or deletion of their content. We will ask for evidence of your legal authority before acting, and aim to respond to verified requests within 30 days.
Collaborator access to a storybook may be paused after we are told an account holder has died, until the authority of an executor, administrator or other legal representative is confirmed.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law, including your statutory consumer rights.
Subject to clause 19.1, and to the fullest extent permitted by law: we are not liable for indirect, incidental, consequential or special loss, including loss of profits, data, business opportunity, goodwill, anticipated savings or reputation; we are not liable for loss, corruption, deletion or inaccessibility of User Content, or for distress arising from it, so please treat the Service as a complement to, not a replacement for, your own copies of important memories; and our total liability to you for any claim arising from these Terms or the Service will not exceed the total you paid us in the 12 months before the claim, or £500, whichever is greater. For care providers, liability is set out in their agreement with us.
If you are a consumer, you may have statutory rights that cannot be excluded or limited. Nothing in this section affects them, including your rights under the Consumer Rights Act 2015 for digital content not provided with reasonable care and skill or not as described.
To the extent permitted by law, and excluding consumers using the Service for personal, non-commercial purposes, you agree to indemnify Lembray Ltd, its officers, directors, employees and agents against claims, liabilities, damages, losses and expenses (including reasonable legal fees) arising from your breach of these Terms, your User Content (including any claim that it infringes someone's rights), your failure to obtain required consents from people you recorded, or your breach of any law.
If you have a complaint, please contact us first at hello@lembray.com. We will acknowledge it within 5 working days and aim to resolve it within 30 days.
If we cannot resolve your complaint, you may refer it to an alternative dispute resolution scheme or to the UK courts. For data protection matters, you can also complain to the Information Commissioner's Office.
If you are an EU consumer, you can contact your local consumer protection authority or dispute resolution body.
These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except where you are a consumer in the EU or elsewhere whose local law gives you the right to bring proceedings in your own courts, in which case those rights are preserved.
We will email account holders at least 14 days before any material change takes effect, explaining what has changed and why. If you do not agree, you may stop using the Service, or cancel an existing subscription, before the change takes effect. Small changes, such as correcting typing errors, may be made without notice but are always reflected in the version number and effective date. Continuing to use the Service after the effective date means you accept the updated Terms.
If any part of these Terms is found unenforceable, it will be limited or removed to the minimum extent needed, and the rest continues in full force.
If we do not enforce a right or provision, that is not a waiver of it.
These Terms and our Privacy Policy are the entire agreement between you and us about the Service, together with any written agreement between us and a care provider through which you use lembray.
You may not transfer your rights or obligations under these Terms without our written consent. We may transfer ours to a successor in a merger, acquisition or sale of substantially all of our assets, provided the successor takes on all our obligations under these Terms.
These Terms do not give rights to anyone else under the Contracts (Rights of Third Parties) Act 1999.
Email: hello@lembray.com
Company: Lembray Ltd
Registered in: England and Wales
Company number: 17193414
Registered office: 31 Manor Road, Manchester, M6 8QN
VAT: not currently VAT registered
These Terms are governed by the law of England and Wales and are written to comply with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, the Electronic Commerce Regulations 2002, UK GDPR, EU GDPR and the Digital Services Act where applicable.
Lembray Ltd. Company No. 17193414. Version 5.2.
Preserving voices, stories and the people behind them.
hello@lembray.com
From the Portuguese lembrai, remember.
© 2026 Lembray Ltd. Registered in England and Wales, Company No. 17193414.