Last Updated: September 19, 2026
Welcome to MyFamilyStory.com. This site is operated by Cloudhands, Inc., doing business as MyFamilyStory.com (“MyFamilyStory,” “we,” “us,” “our”). This Credits Policy (“Credits Policy”) governs the purchase, use, transfer, expiration, refund and management of credits (“Credits”) offered through our website at myfamilystory.com or platform (collectively, the “Platform”). This Credits Policy is incorporated by reference into, and forms part of, the MyFamilyStory Terms of Service (“Terms of Service”). Capitalized terms that are not otherwise defined in this Credits Policy shall have the meaning ascribed to them in the Terms of Service.
We keep this Credits Policy clear and human-friendly—because honoring your family’s heritage should feel welcoming, not confusing. Our role is to handle the complex parts behind the scenes so you can focus on discovering and preserving the stories that connect your family across generations.
By purchasing, using, or requesting a refund of Credits, or interacting in any way with Credits on the Platform, you agree to the terms set forth in this Credits Policy in addition to the Terms of Service.
This Credits Policy may change from time to time and MyFamilyStory will post any updates to this Credits Policy to the Platform. You are responsible for reviewing this Credits Policy and any updates or new versions of the terms of the Credits Policy as made available by MyFamilyStory on the Platform.
Certain credit-related features, such as gifting and sharing Credits, may be limited or unavailable at launch. These features may be introduced gradually, and early versions may not include all planned capabilities. MyFamilyStory may add, modify, or discontinue credit-related features at any time. When required by law, we will provide notice of material changes that affect your paid subscription.
1. MyFamilyStory Credits
1.1 Generally
Credits are a form of proprietary, non-transferable digital units offered by MyFamilyStory that may only be used by MyFamilyStory Users for authorized transactions on or through the Platform. Credits may be made available as free promotional Credits, subscription-based Credits or direct purchased Credits. Credits may also be shared or gifted by Subscribers to support shared use of credit-consuming features.
1.2 No Real-World Value: Credits have no cash value other than on the Platform and may not be redeemed, transferred, or sold for cash unless expressly provided in this Credits Policy. Credits are not a substitute for real currency, do not earn interest, and have no equivalent value in real property or outside of the Platform. Credits are not “stored value,” “prepaid access,” or any form of financial instrument under applicable law. You may not redeem or “trade-in” Credits for any government recognized currency. In certain circumstances as set forth in this Credits Policy you may be entitled to a refund of Credits. Credits will expire in accordance with the Expiration of Credits section below.
1.3 No Exchange: MyFamilyStory is not obligated to exchange Credits for anything else of value.
1.4 Limited License: Users receive a limited, non-exclusive, non-transferable, revocable license to use Credits for personal, non-commercial purposes on the Platform, subject to compliance with this Credits Policy and the Terms of Service including the Acceptable Use Policy.
1.5 Provision of Credits. Promotional Credits and Credits issued without charge are provided “as is,” without any warranties. Other than as expressly provided in Refund Policy section below, you are not entitled to refunds or other compensation for any reason, including Platform unavailability, network issues, inability to redeem Credits, or problems related to functionality or system compatibility.
2. Acquisition of Credits
You may acquire Credits through the following methods:
- Trial Period: Purchasing Credits through a limited trial period promotion.
- Subscription Benefits: Receiving Credits as part of a paid subscription plan with MyFamilyStory purchased with real-world currency via authorized third-party payment processors (as described in Section 3 – Third Party Payment Terms).
- Top Up Purchases: Buying Top Up Credit Packs with real-world currency via authorized third-party payment processors. (“Credit Packs”) are bundles of Credits that Users can purchase. When you buy a Credit Pack, the corresponding number of Credits is added to your account balance and can be used to access eligible features and services on the Platform.
- Promotions: Earning Credits through participation in promotional activities or events as may be specifically proscribed by MyFamilyStory from time to time. Promotional Credits may have different expiration or usage rules. Where promotional terms conflict with this Credits Policy, the promotional terms control for that specific class of Credits.
- Gift Credits: You may receive Credits as a gift. Anyone can gift a Subscription or a Top Up Credit Pack to a family member or friend. Gift Credits can also be given by Subscribers to Visiting Relatives. Gift Credits retain the terms applicable to the type of Credit (e.g. Top Up Credit Pack vs. Subscription). Gift Credits cannot be reclaimed or refunded.
- Referral Credits: You may receive Credits under our Referral Program for referring a family member or friend to subscribe to our Platform.
- Application of Credits: Credits received under a paid subscription plan or through Credit Packs will be applied on a first-in-first-out basis, based on the date such Credits were issued.
- Tier Changes: Upgrading or downgrading your subscription tier does not alter the expiration, rollover, or refund rules for Credits. Credits issued under any tier follow the same expiration and refund rules described in this Credits Policy.
- Visiting Relatives: Visiting Relatives may only purchase Credit Packs in total up to $50. In addition, they may use Credits when a Subscriber gifts them Credits. Their Credits will retain the classification associated with the original Credits on purchase (i.e., Subscription gifted Credits vs. Top Up Credit Pack. If a Visiting Relative loses access to a Family Branch or Subscriber account, any unused gifted Credits will expire and do not revert to the Subscriber.
3. Third-Party Payment Terms
3.1 MyFamilyStory uses third-party payment processors, such as Stripe, to facilitate the purchase of Credits. Payments are processed directly by these third-party providers and are governed by and subject to the applicable third-party additional terms and conditions. For Stripe terms, please visit Stripe.
3.2 MyFamilyStory does not control and is not responsible for the terms or operations of third-party payment processors including any claims for voids, refunds, or unauthorized transactions.
3.3 If a payment processor reverses or voids a transaction, including through a chargeback, MyFamilyStory may revoke or remove any Credits associated with that transaction.
4. Use of Credits
4.1 Digital Purchases: Credits may be used to purchase digital products, services, or offerings made available through the Platform by MyFamilyStory.
4.2 Non-Digital Purchases: MyFamilyStory may, from time to time, allow Credits to be redeemed for non-digital products if expressly noted (including merchandise or other promotional materials/goods).
4.3 Access Premium Content: Credits may be used to gain entry to premium experiences or features offered on the Platform.
5. Credit Sharing
5.1 Shared Use of Credit-Consuming Content: The Platform supports multi-role family participation. Credit usage follows these rules:
- Subscriber → Visiting Relative: When a Subscriber shares credit-consuming content with a Visiting Relative, the Subscriber’s Credits are used.
- Subscriber → Subscriber: When a Subscriber shares credit-consuming content with another Subscriber, each Subscriber pays for their own usage.
5.2 Family Member Sharing: If a Subscriber adds one or more Family Members under their Subscription plan, each Family Member will have access to the shared pool of Credits issued under that plan. The Subscriber may moderate the allocation of Credits among the Family Members if they choose.
5.3 Credit Gifting: Subscribers may gift Credits to Family Members or Visiting Relatives. Subscribers may set daily caps, total caps, or gift unrestricted Credits to Family Members or Visiting Relatives. Gifted Credits follow the same expiration and refund rules as other Credits. Gifted Credits cannot be reclaimed by the gifting Subscriber and are not eligible for cash refunds.
5.4 System Requests: When Subscribers share credit-consuming content, the Platform may prompt the Subscriber to specify how many Credits they wish to allocate for recipients to enjoy the content. The Platform may also suggest purchasing a Credit Pack to support shared usage.
6. Restrictions
6.1 Non-Transferability: Other than gifting Credits under the terms of this Credit Policy, Credits cannot be transferred between accounts or to third parties outside the Platform.
6.2 Prohibited Transactions: Any attempt to sell, exchange, or transfer Credits outside the authorized channels of the Platform is strictly prohibited and may result in account suspension or termination and potentially forfeiture of Credits, in MyFamilyStory’ sole discretion.
6.3 No Refunds: Purchases of Credits are final and non-refundable, except as required by applicable law or as provided for in the Refund Policy section of this Credits Policy.
7. Refund Policy
At MyFamilyStory, we strive to offer a satisfactory user experience. You may be eligible for a refund of Credits under the circumstances set forth in this Section.
7.1 Credit Refund Requests: You may submit a Credit Refund Request to support@myfamilystory.com. When emailing us please provide your account details including email address, name and account username, if applicable, and please also provide sufficient details of the transactions in question and the party with whom you transacted. Refund requests must be submitted within thirty (30) days of the applicable transaction. Requests submitted after this period will not be eligible for review. Only Credits issued under a paid subscription plan or purchased as part of a Credit Pack or purchased as part of a Trial Period are eligible for a Credit refund request.
7.2 Refund Decisions: All refund decisions are final and at the sole discretion of MyFamilyStory.
7.3 Basis for Refunds: Refunds may be issued by MyFamilyStory for the following reasons:
- MyFamilyStory charged you by mistake; or
- There is a verified technical issue attributable to MyFamilyStory that caused the system to crash mid-function or otherwise fail to deliver output.
- You received a substantially flawed output, meaning the recipe completes but fails to deliver a core functional element of the experience (e.g., the monologue fails to generate, no voice audio is produced, or the video file is corrupted or unplayable).
7.4 Issues Not Eligible for Refunds: Refunds are not provided for concerns related to style, artistic interpretation, or subjective expectations. Examples of non-qualifying issues include:
- “The image doesn’t look exactly like my ancestor.”
- “I don’t like the voice, music, or narration style.”
- “The artistic style, color, or mood isn’t what I expected.”
- “The output feels different from what I imagined.”
- Minor visual or audio imperfections that do not prevent the recipe from functioning.
These variations are normal in AI-generated heritage content and do not indicate a system failure.
7.5 Restored Credits: If the refund is approved by MyFamilyStory, the applicable number of Credits will be restored to your MyFamilyStory account as soon as feasible for MyFamilyStory. The refund is limited to restored Credits and no cash refund will be made except as my be required by applicable law. Restored Credits may not be converted into cash or any other form of regulated currency.
8. Expiration of Credits & Rollover
8.1 Trial Period Credits: Trial Period Credits will expire thirty (30) days from the expiration of the trial period.
8.2 Subscriber Credits: Subscribers receive a monthly allotment of Credits as part of their subscription benefits. Unused Credits rollover to the next month. Subscriber Credits expire one (1) year after the date they are issued; provided that, if you cancel your subscription any unused Subscriber Credits will expire thirty (30) days following the cancellation of your subscription. We include this thirty-day grace period to give you a little cushion to use any remaining Credits before they expire.
8.3 Top Up Credits: Credit Pack Credits will also expire one (1) year after the date of purchase, unless otherwise stated at the time of purchase.
8.4 Referral Credits: Credits issued under our Referral Program will expire one (1) year after they are issued by MyFamilyStory.
8.5 Visiting Relative Credits: The Credits held by a Visiting Relative will retain the classification of the Credits upon purchase. If the Visiting Relative cancels their account or the inviting Subscriber cancels their account, the Credits held by the Visiting Relative will expire thirty (30) days following such cancellation.
8.6 Family Plan Credits: If the Subscriber who owns the shared Credit pool leaves the Family Plan or deletes their account, all Credits associated with that plan expire thirty (30) days following such event, and do not transfer to other Family Members.
8.7 Other Credits: We may issue promotional or other Credits from time to time, which may, in our discretion, have different expiration terms designated specifically to the particular class of Credits.
8.8 Non-Reinstatement of Expired Credits: Expired Credits cannot be reinstated and are non-refundable except as expressly provided in Section 6 of this Credits Policy or as required by applicable law.
8.9 Non-renewal: Credits are issued and expire according to your subscription status. If your subscription does not renew for any reason, including payment failure, Credits will expire according to the rules in this Credits Policy, including the thirty (30) day grace period for unused Subscriber Credits.
8.10 Account Deletion: If you delete your account, all remaining Credits will expire immediately and cannot be reinstated.
8.11 Forfeiture Upon Violation: MyFamilyStory may immediately expire or revoke Credits if a User or Subscriber breaches this Credits Policy, the MyFamilyStory Terms of Service, or the Acceptable Use Policy, where applicable. MyFamilyStory may freeze Credits during investigations.
9. Your Responsibilities
9.1 You are responsible for the following:
- Account Security: Maintaining the confidentiality of account credentials and promptly reporting unauthorized access.
- Compliance: Ensuring all transactions involving Credits comply with this Credits Policy.
- Dispute Resolution: Addressing any disputes related to Credits transactions through the Platform's designated support channels.
9.2 Violation of this Credits Policy may result in immediate expiration of Credits associated with your account and /or suspension or termination of your account, which may include forfeiture of any remaining Credits. Credits may be frozen during account suspension. Credits continue to follow standard expiration rules during suspension and may be forfeited if the suspension results in account termination.
10. Restrictions on Resale
Other than the sharing or gifting of Credits as expressly permitted in this Credits Policy, you may not resell, transfer, or exchange Credits or products purchased with Credits without the express written permission of MyFamilyStory. Unauthorized resale may result in expiration of your Credits, cancellation of transactions and suspension or termination of your account.
11. Support and Product Changes
11.1 MyFamilyStory may, but is not obligated to, assist with customer support for products/services purchased directly from MyFamilyStory.
11.2 MyFamilyStory reserves the right to modify or discontinue its Credits system, including changing the purchase and redemption policies, at any time.
11.3 MyFamilyStory may add new recipes, modify existing recipes, or discontinue recipes, features, or products at any time. We do not guarantee that any specific recipe, feature, or product will continue to be available or remain unchanged in the future. MyFamilyStory also reserves the right to adjust the pricing of any recipe, feature, or experience offered on the Platform. Changes to recipes, features or pricing do not alter the value, expiration, or usability of Credits, and Credits are not refundable or exchangeable due to such changes.
12. Changes to Credits
12.1 MyFamilyStory reserves the right to change the availability, functionality, or value or purchasing power of Credits at any time, alter the pricing structure for purchasing Credits and cease offering Credits upon reasonable notice. MyFamilyStory is not responsible for any fluctuations in the valuation of Credits and you are not to rely on any expectation that Credits will have any real-world currency equivalence at any time. Except as otherwise provided in this Credits Policy, MyFamilyStory will have no liability to any Users for any changes to the use, expiration or modification of rules relating to the provision or redemption of Credits.
Contact Information
For questions or concerns regarding this Credits Policy, please contact support@myfamilystory.com.