Terms of Service

HearFrom carries short videos and notes between a person in care and the family who love them. These terms are the agreement between you and us for using it.

The three that matter most: your recordings stay yours and we do not use them to train AI models; you must have the right to record and share the person you are recording; and HearFrom is not a medical or emergency service and must never be relied on as one.

HearFrom is operated by Konductors LLC(“HearFrom”, “we”, “us”). These terms apply when you use the HearFrom mobile app or this website. By creating an account you accept them, together with our Privacy Policy.

Version 2.0 replaces an earlier version that covered only the waitlist on this website.

You must be 18 or over to hold an account. Accounts are personal to you — do not share your sign-in details, and tell us at once if you think someone else has used them.

There are several kinds of account, and they are not charged the same way: family administrators, family members, care recipients, care workers and facility administrators. Care recipients, individual care workers and facility staff do not pay to use HearFrom.

Most of what HearFrom carries is a recording of somebody who is not the person pressing record, and who may not be able to give meaningful consent at the moment it happens.

When you record, upload or share a moment involving another person, you confirm that you have the right to do so — because they have agreed, or because you hold legal authority to decide for them (such as a power of attorney or deputyship), or because you are acting within a care provider's own policies and lawful basis for doing so.

Treat the person in the recording as the one whose dignity matters most. If they object, or become distressed, or would plainly not have wanted a moment shared, do not share it — and delete it. If someone tells us a recording of them was made or shared without proper authority, we will remove it while we look into it.

You keep ownership of everything you record, write and upload. We do not claim it.

To run the service, you give us a limited licence to store your content, process it (for example to make a still image from a video), and show it to the specific people connected to that care recipient. That licence exists only so HearFrom can work, and it ends when you delete the content or your account.

Do not use HearFrom to:

Where a care home, agency or similar organisation uses HearFrom, whoever accepts these terms confirms they are authorised to do so for that organisation, and the organisation is responsible for the conduct of its staff accounts.

The organisation remains responsible for its own obligations to the people in its care — including its lawful basis for recording them, its own consent and safeguarding policies, and any regulatory duties. HearFrom is a tool it chooses to use; it is not a substitute for any of that.

This is the most important limit on what HearFrom is. It is a way for families to stay emotionally connected. It is nota care record, a clinical system, a monitoring or alerting system, or any part of somebody's treatment.

Never use HearFrom to report a fall, a medical emergency, a safeguarding concern, or anything else that needs a response. Nobody is watching for messages, and delivery is not guaranteed. In an emergency, contact the emergency services or the care provider directly.

Nothing generated by HearFrom, including AI-written summaries, is medical advice or an assessment of anyone's health. Summaries are written by an AI model from the notes people have shared and may be incomplete or mistaken.

We work to keep HearFrom running, but we do not promise it will be uninterrupted or fault-free. We may add, change or remove features, and we may need to take it offline for maintenance. Where a change materially reduces what you have paid for, we will tell you in advance.

HearFrom depends on services we do not control — app stores, push notification delivery, networks and the device in your hand. Delivery of any particular moment or notification is not guaranteed.

We do not exclude or limit our liability where it would be unlawful to do so — including for death or personal injury caused by our negligence, or for fraud. Nothing here removes the rights you have as a consumer under the law of your country.

Beyond that, and to the extent the law allows: HearFrom is provided as it is; we are not liable for indirect or consequential loss, for content that another user shares, or for anything arising because you relied on HearFrom where these terms say you should not have — in particular, in an emergency or as part of somebody's care. Where we are liable, our total liability is limited to the amount you paid us in the 12 months before the claim.

We do keep backups, but you should not treat HearFrom as the only copy of a recording that matters to you. You can export your content at any time from within the app.

We may update these terms as HearFrom changes. If a change materially affects you, we will tell you in the app before it takes effect and update the version and date above. If you do not accept a change, you can stop using HearFrom and delete your account.

These terms are governed by the law of the State of Delaware, and disputes will be heard by its courts. If you are a consumer, this does not deprive you of the protection of the mandatory laws of the country where you live, or of your right to bring a claim there.

Please contact us first at admin@carememo.app. Almost everything is quicker to fix that way.

Questions about these terms can be sent to admin@carememo.app.