Privacy policy
Last updated: October 2026
Who we are
THE MEMORY ROOM LTD, company number SC872248, trading as The Memory Room Experience, Brandon Works, 52 Merry Street, Motherwell ML1 1JJ, is the data controller for your information. Questions about your data: [email protected] or 07888 869284.
What we collect, and why
- Enquiries and bookings: name, email, phone, address, and what you tell us about the story. We use this to arrange and deliver your film or order (to perform our contract with you).
- Payments: handled securely by Stripe and, if you choose it, Klarna. We never see or store your card number.
- Your film: the video, audio and any photos or videos you send us. Films can include sensitive details such as health, religion or family circumstances. We only record these with the explicit consent of the people on camera, given on our consent form.
- Emails about stories and offers: only if you’ve said yes. Every email has an unsubscribe link. People who contact us about legacy messages are never added to marketing emails.
- Our website: basic technical data and cookies that make the site and checkout work. If you click Accept on our cookie banner, we also use Google Analytics cookies to see how people find and use the site (pages visited, rough location, device type), and the Meta (Facebook) pixel to measure our adverts. Neither is used if you click Decline. To change your choice, clear this site’s cookies and stored data in your browser and the banner will ask again.
Children
If anyone under 18 appears in a film, a parent or guardian gives consent on their behalf.
Who we share it with
Only the services we need to run the business, each bound to protect your data: HighLevel (bookings and email), Google Analytics and Meta (website statistics and advert measurement, only with your consent), Stripe and Klarna (payments), Dropbox (secure storage of footage), Bookvault (printing Story Book orders), and Royal Mail or a courier (delivery). Some of these providers store data outside the UK, for example in the USA. Where they do, they use the legal safeguards UK law requires. We never sell your data, and we never share your film publicly without written permission.
How long we keep it
- Enquiries that don’t lead to a booking: up to 2 years, then deleted.
- Booking and payment records: 6 years, as required for tax.
- Raw footage: up to 12 months after your finished film is delivered, then deleted, unless you ask us to delete it sooner.
- Your finished film: 30 days on your download link. With the Memory Vault, 25 years in our archive.
- Marketing emails: until you unsubscribe.
Your rights
You can ask to see, correct or delete the information we hold about you, ask us to stop using it, or withdraw consent (including permission to share a film) at any time. Just email or call us and we’ll respond within one month. If you’re unhappy with how we’ve handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.