Privacy Policy

1. Introduction

Your Story, Their Song ("we", "us", "the Service") is committed to protecting your privacy. This Privacy Policy explains what personal data we collect, why we collect it, how we use and store it, and the rights you have over your information.

By using the Service — browsing the site, creating a song, or placing an order — you agree to the practices described here.

2. Your song is private

Your custom song and the story you share are private by default. Only you, anyone you choose to share your link with, and our authorised production team can access them. We treat the personal memories and details you submit with care and confidentiality, and we do not use them for anything beyond creating and delivering your song.

3. What we collect

We collect only the information we need to create, deliver and support your song. We do not ask for photos, videos, or reaction media.

• Account and contact information: your name and email address.
• Recipient and order details: the recipient's name, their relationship to you, the occasion, the language, feeling, genre and voice you choose.
• Story content: your answers to the song builder prompts, including what makes the recipient special, favourite memories, and the message you want expressed.
• Payment information: handled by Stripe. We receive a payment confirmation and the last four digits of the card used, but we do not store full card numbers, CVV codes or bank account details.
• Order metadata: order code, selected add-ons, revision history, delivery status and licence tier.
• Technical data: browser type, device information, IP address, and site usage data collected through standard analytics to improve performance and security.

4. How we collect information

• Directly from you when you fill out the song builder, checkout, or contact form.
• Automatically through cookies and analytics when you use the site.
• From Stripe when you complete a payment.

5. How we use your information

• To write, produce and deliver your custom song.
• To generate the lyric video, keepsake card, cover art and ringtone add-ons you purchase.
• To process payments and send order confirmations.
• To provide the Track Order page and let you stream or download your files.
• To respond to support requests, revision requests and refund enquiries.
• To send service-related emails such as production updates, delivery notices and important policy changes.
• To detect fraud, abuse and prohibited content, and to keep the Service secure.
• To understand how the site is used and improve the experience.

6. Why we are allowed to process your data

We process your personal data on the following legal grounds:

• Performance of a contract — to create and deliver the song you ordered.
• Legitimate interests — to provide support, prevent fraud, and improve the Service.
• Legal obligation — to comply with tax, accounting, and regulatory requirements.
• Consent — where you explicitly opt in to marketing communications.

7. How we store and protect your data

• Your data is stored in secure cloud databases and storage services provided by our backend infrastructure.
• All data is transmitted over HTTPS and access is restricted to authorised team members and systems.
• Payment details are never stored on our servers.
• We retain order records for legal, accounting, and support purposes.
• We do not sell, rent, or trade your personal information to third parties.

8. Who we share data with

We share information only with trusted service providers who help us run the Service:

• Stripe — for secure payment processing.
• Email delivery providers — for order and delivery notifications.
• Cloud hosting and AI generation providers — for storing files and creating songs, lyrics and vocals.
• Analytics services — for understanding site usage.

9. Content screening

All text submitted through the song builder, revision form, and review form is automatically screened for prohibited content. We may review flagged submissions manually and cancel any order that violates our Terms of Service.

10. Cookies and analytics

We use cookies and similar technologies to keep the site working, remember your preferences, and understand how visitors use the Service. You can manage or disable cookies through your browser settings.

11. Your rights

You have the right to:

• Access the personal data we hold about you.
• Correct inaccurate or incomplete information.
• Request deletion of your personal data, subject to legal and accounting retention requirements.
• Withdraw consent for marketing communications at any time.
• Object to or restrict certain processing activities.
• Request a copy of your data in a portable format.

To exercise any of these rights, contact us at the email below. We will respond within a reasonable time and may ask you to verify your identity.

12. How long we keep your data

• We keep your order and song files for as long as needed to provide access to the Track Order page, deliver add-ons, and handle support or refund requests.
• After a refund is issued, streaming and download access is revoked, but a minimal order record may be retained for legal and accounting purposes.
• Marketing consent records are kept until you withdraw consent.

13. Children's privacy

The Service is not intended for children under 13. We do not knowingly collect personal data from children under 13. If you believe a child has submitted information to us, please contact us and we will delete it.

14. International transfers

Our service providers may process data in countries other than your own. When this happens, we use appropriate safeguards such as standard contractual clauses and only work with providers that maintain strong privacy and security practices.

15. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be posted on this page with the updated date. Continued use of the Service after changes means you accept the revised policy.

16. Contact us

Questions about this Privacy Policy or your data? Email us at support@myloveonesongs.com and we will respond as soon as we can.