The short version
We collect what we need to record someone’s life story and give it to their family. We do not sell it, we do not share the recordings, and we do not use recordings to train AI models. If anything here is unclear, call (850) 905-6463 and we’ll explain it.
What we collect
- Contact details
- Name, email address, phone number, and mailing address for the person booking and for the storyteller.
- Card mailing address
- At checkout we ask where to mail the printed card. For a gift, it may be the address of the person it’s for, given by the buyer. We use it only to mail the card.
- Storyteller details
- From the intake: preferred name, date of birth, family background, and any subjects a family asks us to handle carefully or avoid.
- Recordings and transcripts
- The audio of each session and the text transcribed from it.
- Questions from the family
- If someone with access to an archive writes a question for the storyteller, we keep the question, the asker’s name and, if they give it, how they are related, so the storyteller can hear who asked and the story can say so. Vividly sees every question written, and may adapt one, without names, for its own list of questions.
- Payment information
- Processed by Stripe. We do not store card numbers. We see the last four digits and whether a payment succeeded.
- Setting up a storyteller
- After a purchase, a link is used to set up the storyteller. When that link is first opened, we record the time, the IP address, and a scrambled copy of a random identifier the page stores in a cookie on that browser for 60 days. When the form is completed, we record the time, the IP address, the browser’s user agent (the browser and device software it reports), and whether it was the same browser that first opened the link. We use this only to answer questions about who set up an archive. It is not used for advertising or to follow anyone around the web.
- Website usage
- Basic server logs. Many pages on this website also load Cloudflare Web Analytics, a script provided by Cloudflare that tells us how the site is used: for example, which page was viewed, the page that linked to it, and how quickly the page loaded. Your browser sends that to Cloudflare, and like any request it carries your IP address. We use it only to see how the website is used and how well it works. It is not used for advertising or to follow anyone around the web. There are no advertising pixels or advertising cookies on this site. If one of the checks on our forms flags a submission, we keep a record of it, with the IP address and browser it came from, to tell people from automated spam. If you arrive through a Keeper’s link, a cookie records which link you came from, as described in section 8.
The intake information is the most sensitive thing we hold, because it often includes things a family has never written down before. We treat it that way.
How we use it
- To deliver the service you booked.
- To prepare the interviewer for each session, so they arrive knowing who they are talking to and what to steer around.
- To produce transcripts, archives, and printed materials.
- To communicate with you about bookings, sessions, and deliverables.
- To see how this website is used and how well its pages load, from the analytics described in section 1.
- To send you what you ask for through a form on this website, such as the journal, and to read and answer what you send us.
- To check that the forms on this website are being sent by a person rather than an automated program.
If you ask for a free download, we keep your email address to send it and to send occasional emails from Vividly. Every one has an unsubscribe link. When you open your free guides link, we set a cookie on that device so the guides stay unlocked. It holds no email address and is not used to track you.
That is the complete list. We do not build profiles, and we do not use what you tell us for anything other than what is listed here.
What we never do
We do not sell personal information. Not to data brokers, not to advertisers, not to anyone.
We do not sell or share recordings.
We do not use recordings to train AI models. Not ours, and not anyone else’s. Recordings are transcribed and delivered to the family, and that is the end of it.
We do not use recordings in marketing without separate written permission from the storyteller, given specifically for that purpose.
We state the third point explicitly because people ask, and because it is a reasonable thing to worry about right now. The answer is no.
Where transcription happens
Transcription happens on our own servers. We use open-source speech recognition software running on infrastructure we control. Recordings are never sent to a third-party transcription service or AI company. Nobody outside Vividly processes the audio.
SMS and text messaging
We send text messages only to people who have asked us to. Our full opt-in documentation is on the SMS consent page.
- We send text messages only to people who have opted in.
- The storyteller opts in for themselves. A family member buying a gift cannot opt someone else in. We contact the storyteller directly and get their consent before any message is sent.
- Message types: weekly story prompts, session reminders, and appointment confirmations.
- Typical frequency: about one message per week.
- Message and data rates may apply.
- Reply STOP to any message to unsubscribe at any time. Reply HELP for assistance.
- Consent is not a condition of purchase.
We do not share, sell, or transfer mobile opt-in information or consent records to third parties for marketing purposes.
Messages are sent from our toll-free number, (888) 570-3981, through Twilio, which carries the message on our behalf.
Recordings and archives
Who owns the recordings
The recordings and transcripts belong to the storyteller. We hold them for them.
Where they are: on our own server, with backups at Backblaze B2. Twilio, the company that carries the phone calls, keeps its own copy of each recording. No third-party preservation service is involved.
If the storyteller has no email of their own, the person who gave them the Line holds the archive for them until they do.
- The storyteller owns their recordings — not the person who paid, unless they are the same person.
- Access is controlled by the storyteller. They choose who may listen, who may manage access, and who the archive passes to.
- Recordings and transcripts can be downloaded in standard file formats while the plan runs and for 90 days after it ends. Anything you have already downloaded is yours to keep.
As we say in our terms: removing someone’s access stops future access. It does not reach files already downloaded onto someone else’s device.
How long we keep things
- Working copies of recordings and transcripts
- Kept while the service is active, and for 2 years after it completes, so that we can reissue deliverables and answer questions.
- Intake information
- Kept for 2 years after the project completes.
- Booking and payment records
- Kept as long as required for tax and accounting purposes.
- Free downloads
- We keep your address on this list until you unsubscribe.
- SMS consent records
- Kept for as long as the number is subscribed, and for 4 years after an opt-out, so that we can show consent was given and honoured.
- Deleting a recording
The owner can delete any recording from the portal. We keep the original for up to 90 days in case it was a mistake, then remove it from our server and every backup copy. After that it can’t be restored.
Anything already downloaded stays with whoever downloaded it, and we can’t reach that.
- Recordings deleted from an archive
- Deleting a recording removes it straight away from the archive, from the family portal and from any book made afterwards, and the code printed for it stops working. We keep the original in our own storage and backups for up to 90 days in case the deletion was a mistake, and then remove it; after that it cannot be restored. Twilio keeps its own copy of the call, as described in section 5. Copies somebody has already downloaded, including books, are not affected.
If you share a Vividly link
When someone opens a Vividly link that belongs to a Keeper, we record that the link was opened and set a cookie in that person’s browser for 60 days, so that if they buy, we know who to credit. We record the time, the link’s code, a scrambled form of their IP address, the browser they used, and any tracking tags on the link. We don’t record their name or email at that point, because we don’t have them.
If they buy, we record which Keeper’s link they used, and we keep that connection, and commission is only earned on it for two years. We check for the same person buying through their own link, which means comparing the buyer’s email, payment card and billing details with the Keeper’s. The Keeper never sees any of this: they’re shown only the date, what was bought and what they earned.
If you’re a Keeper, we hold your name and email. When you’re paid, Stripe collects your bank details and tax information directly and holds them. Our Stripe account shows us your name and some of those details, such as the last few digits of your bank account; it never shows us your full Social Security number or your full bank account number. We keep records of what we paid you for as long as tax law requires.
When you accept these terms, we record when you did, that you confirmed you’re 18 or over, and the IP address you did it from. We record the time and IP address of each sign-in link.
Children
This website is not directed at children, and we do not knowingly collect personal information from children through it.
A child can be a storyteller on the Line, with a parent’s consent. A parent or legal guardian agrees before the Line will answer a child under 18: when they buy it, or through a link we email them if someone else bought it. We then email the parent a record of what they agreed to, with a link to withdraw. We record each agreement with its date and time, the address it came from, and the wording agreed to. Interviewed sessions for a child are separate, and a parent or guardian is present for every one.
What we collect from a child: their name and date of birth; the email address and phone number given for them; and what they say when they call: each recording, the text written out from it, its date and time, and the number it came from.
How we use it: only to keep the child’s archive and run their Line: to recognise their calls, write the recordings out on our own servers, send them a weekly question if the Line is set up for one, and make their book if one is made. We never use a child’s recordings for advertising, never sell them, and never use them to train AI.
Who handles it for us: Twilio carries the calls and keeps its own copy of each recording. DigitalOcean runs the servers the archive is kept on. Backblaze B2 stores working copies of recordings and transcripts. Postmark sends our email. Each is listed, with what it does, in section 5.
A parent’s rights. Until the child turns 18, the parent or guardian who agreed controls the archive, and nobody else can hear a child’s recordings unless the parent shares the archive with them. In the family portal they can listen to and download every recording, and delete any of them. They can withdraw their consent at any time, through the link in the email we sent when they agreed, which closes the Line straight away. They can ask us what we hold about the child, or ask us to delete it, by writing to hello@vividly.family.
At 18, we email the parent, and the archive passes to the child.
To reach us about a child’s information: hello@vividly.family, or (850) 905-6463.
Your rights
You can ask us to:
- Send you a copy of the personal information we hold about you.
- Correct anything that is wrong.
- Delete personal information we hold, where we are not required to keep it.
To ask, email hello@vividly.family or call (850) 905-6463. We respond within 30 days.
Two honest caveats. Deleting a storyteller’s archive is their decision, not the purchaser’s. And we cannot delete a file that somebody has already downloaded to their own device.
A storyteller who can sign in can delete a recording from the family portal themselves. A storyteller who cannot sign in can ask us to do it, and we will ask how the request reached us before we act, because the decision is theirs. Section 7 says what deleting removes, what it does not, and when.
Security
We take reasonable measures to protect what we hold: access is limited to the people who need it, recordings and transcripts are stored on access-controlled systems, and payment card data never touches our systems at all.
We are going to be straight with you about the limits of that sentence. We are a small company. We do not hold a SOC 2 report or an ISO certification, and we are not going to imply that we do. No system is completely secure, and anyone who tells you otherwise is selling something.
If we ever become aware of a breach affecting your information, we will tell you.
Changes to this policy
If we change this policy, we post the updated version on this page with a new “last updated” date at the top.
Contact
Resonating Ventures LLC, doing business as Vividly
851 E Ten Mile Rd, Pensacola, FL 32514
Email: hello@vividly.family
Phone: (850) 905-6463
Toll-free (calls and messages): (888) 570-3981