FAQ

Not at all. All you need is a smartphone, tablet or computer with a working camera and a reliable internet connection. We'll walk you through a simple setup before your session begins, and we'll make sure everything looks and sounds great before we start filming.

Absolutely. We designed the experience to be simple and comfortable for parents, grandparents and loved ones of all ages. We'll guide every step, from joining the video call to finding the best lighting for the conversation. If any technical issues arise, we'll help you through them with patience and care.

Our interviewers are specially trained to create a warm, unhurried environment. We begin every session with light, easy conversation to help your loved one relax before we ever start filming. We follow their lead, if they want to pause, laugh, cry or go off on a beautiful tangent, that's exactly what we want. We're not in a rush.

Everyone has more stories than they realize. Our interviewers are skilled at drawing out meaningful memories through gentle, open-ended questions. You'd be amazed what surfaces when someone feels truly heard. Many families say the session revealed stories they'd never heard before, even from people who claimed to have nothing interesting to say.

Your completed film is delivered in a beautiful Heritage Box containing a USB drive with the full video. The box is designed to be a keepsake in itself, something worth displaying and passing down. If you've added the Family Vault, you'll also receive a secure online link to stream your film on any device.

Editing and production typically takes 3–5 weeks after your session. We take great care with every edit, so our timelines reflect the love we put into each film. If you have a specific date in mind — a birthday, anniversary, or holiday — let us know and we'll do our best to accommodate you.

The quality of your film is influenced by the device your loved one uses during the session. A newer smartphone, tablet or computer with a good camera will produce the best results. We'll guide you through simple tips before your session — like finding good natural light and using a stable surface — to make sure your film looks as beautiful as possible. If you're unsure whether your device is suitable, just reach out and we'll help you prepare.

Your film is completely private. We will never share, publish or use your footage without your explicit written consent. Your Heritage Box and USB are yours alone. If you use the Family Vault, access is password-protected and shared only with people you personally invite. Your family's story belongs to your family, full stop.

We keep a secure backup for 12 months after delivery. If anything happens to your USB during that time, just reach out and we'll send a replacement. After 12 months, your film exists only on your USB and in the Family Vault (if subscribed). We always recommend keeping multiple copies.

We keep it simple and fair. You pay a small deposit to reserve your session — $100 for The Keepsake and $150 for The Full Legacy. The remaining balance is only due once your film is finished and ready for delivery, before we ship your Heritage Box. There's no long-term commitment and no surprise charges.

Yes, many families order extra USBs to give as gifts to siblings, children or grandchildren. Additional USB keepsakes can be ordered at the time of your package purchase or any time before delivery. Please reach out to us for pricing and details.