My Last Farewell Policies & Procedures

 At My Last Farewell, we are committed to preserving the voice, values, and wishes of individuals through professionally recorded Legacy Videos and Digital Wills. Our mission is to provide families with emotional connection, clarity, and peace of mind that extends across generations. We understand the importance of ensuring a loved one’s message is captured securely and delivered with dignity. Our services are designed to support personal legacy planning while maintaining the highest standards of privacy, authenticity, and legal integrity.generations, anchored in authenticity, emotional connection, and clarity of purpose.

Clients can initiate service by contacting us through our email address or toll-free 800-803-5749 number to schedule a free consultation. During this consultation, we walk each client through our service offerings, answer questions, and help them select the appropriate Legacy Plan: Essential (in-studio), Plus (in-home), or Premium (personalized, multi-video package). Once a plan is selected, we schedule a recording session.

If the client selects an in-home or on-location recording, additional travel fees may apply depending on the distance from our home office. These costs will be quoted clearly and agreed upon prior to the deposit being taken.

To confirm a recording session, the client is required to submit a 50% deposit. The remaining balance is due on the day of the recording. A digital invoice is provided to the client at the time of deposit, with a final invoice and receipt issued once full payment is received.

Each recording session is customized to reflect the client’s tone, values, and message. For Legacy Videos, clients may share personal stories, reflections, lessons, and messages to loved ones. For Digital Wills, clients must have an already legally created and signed written Will. They will read this Will on camera to create a visual record of their legally binding wishes.

Digital Wills are never edited to preserve authenticity and alignment with the written legal document. All recordings are stored using the client’s unique identifiers and protected by redundant storage: both offline servers and encrypted cloud-based backups.

Videos are stored securely for one year following the client's death. Families may choose to continue storage by providing updated payment details and paying the annual storage and maintenance fee.

When a client passes away, My Last Farewell initiates a careful verification process. We contact the funeral home or mortuary listed on file or the location given at the time of request to confirm the client’s passing. Once verified, we release the client’s video(s) by sending a secure download link to the designated family member(s) listed in the client’s original service agreement.

We recommend that families download and store the videos permanently upon receipt. We continue to store the original files on our offline server for one additional year.

Clients on Essential and Plus plans are responsible for an annual $32 storage and maintenance fee. This ensures ongoing access to secure hosting, system updates, and customer service. If payment is not received within 30 days of renewal, the video files will be flagged for deletion. Prior to deletion, a final reminder email will be sent. Once deleted, the files are unrecoverable.

Premium plan clients are entitled to lifetime storage without additional fees.

 A Digital Will is a video recording of a client reading their legally written and signed Will aloud. This recording serves as visual and verbal confirmation of the client’s intentions.

To preserve legal integrity:

• Digital Wills are never edited.
• Only the unedited, complete version may be released for legal purposes.

My Last Farewell retains the right to share this original recording exclusively with an attorney, judge, or probate court, and only upon receiving a formal legal request.

Furthermore, My Last Farewell is willing to appear in court or provide sworn testimony regarding the authenticity of a Digital Will if its validity is ever questioned. This includes appearing as a witness in probate proceedings to verify that the recording was produced in accordance with our procedures

 All videos are stored with strict security protocols:

• Only My Last Farewell employees have access to stored content.
• Videos are stored using encrypted, redundant systems across offline and online platforms.
• No video is ever shared, accessed, or viewable by anyone other than the original client during their lifetime.

Upon the client's verified death, only the designated family member(s) named in our agreement will be granted access.

We also protect all personal data (names, contact info, and file identifiers). This data is never sold or shared with third parties. Clients may request the deletion or review of their personal data at any time.

Clients may reschedule their session by providing at least 24 hours' notice via phone or email.

Deposits are fully refundable only within the first 24 hours after payment. After that period, deposits become nonrefundable. No full refunds are provided once services have been rendered, including after the video recording is completed.

 Clients retain full ownership of their recordings. No video will be used in marketing, promotional content, or public display without the client’s express written consent. Should a client wish to contribute a testimonial or share their video publicly, they must sign a separate Media Release Form.

  Videos are retained as long as annual storage fees are paid. In cases where the client or family chooses to stop storage or fails to update payment, we retain the video for 30 days. If no payment or contact is received, the file is permanently deleted with no backup retained.

 Access to videos is non-transferable to anyone before our client's death.

 My Last Farewell does not offer legal advice. We encourage all clients to consult a licensed attorney when drafting or updating a written Will. Our Digital Will service is a supplementary tool designed to support, not replace, a legally binding document.

  My Last Farewell shall not be held responsible for delays or cancellations resulting from events beyond our control, including but not limited to natural disasters, government restrictions, technical failures, or public health emergencies. In such cases, we will make every reasonable effort to reschedule or accommodate the client as promptly as possible.

 If any dispute arises between a client or family member and My Last Farewell, both parties agree to attempt resolution through direct communication first. If no resolution is reached, both parties agree to submit to non-binding mediation prior to pursuing legal action. All legal proceedings shall be governed under the laws of the State of Ohio, unless otherwise stated in a written agreement.

 We are committed to providing timely and compassionate support. All phone calls and emails will be returned within 24 hours, including weekends and holidays.

 For detailed information on the security protocols we follow for digital file protection and encryption, please visit our AWS policy guide:
🔒 https://docs.aws.amazon.com/AmazonS3/latest/userguide/security-best-practices.html