HELP
Short answers to the questions people actually ask.
If yours isn't here, write to us and a person will answer.
How it worksGETTING STARTED
What does Lacey do?
It records a doctor's visit after one spoken consent sentence, then gives everyone on the record the same word-for-word transcript and a plain-English summary at the same moment.
Do I need to install an app?
No. Whoever is at the appointment opens a link. There's no app to install and no password; it opens to one button.
Is there a free visit?
Yes. Your first visit is free, and if you never subscribe, that transcript is kept.
RECORDING AND CONSENT
Do I have to tell the doctor?
Yes. Lacey starts with one spoken consent sentence, so everyone in the room hears that the visit is being recorded. Lacey is never for recording anyone secretly.
Why can't I record in my state?
Recording is turned off in the states that require everyone’s consent to record: California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, Washington. In those states the app offers shared notes instead. Before you record explains why.
PRICING AND BILLING
What does it cost?
Family: $9.99 a month, which includes you plus two people, and $4.99 a month for each extra person. Helper rate: $6.99 a month. The co-parent plan is one flat price that covers both named parents and every child they share. Paid plans aren't open yet during the private beta.
Can I cancel or get a refund?
Cancel any time in the app; it ends at the close of the period you already paid for. If you cancel in your first 30 days and the product didn't do what we said, we refund you, including an annual payment.
Can prices change?
Only with at least 30 days' email notice, and never for a period you've already paid for.
YOUR RECORDS
How long do you keep my visits?
Summaries are kept as long as your account exists. Transcripts are kept while you subscribe. If you cancel, you have 30 days to download them; then they leave your account and sit for six more months in an archive no account can reach, so they can be restored if you come back. After that they are destroyed.
Can I delete a visit or my account?
Yes, from inside the app. Deleting removes the data from live systems immediately; backups age out within 30 days.
Can I download my records?
Yes. Transcripts and summaries download as plain text from the app.
Is Lacey HIPAA compliant?
Laceyis not a HIPAA covered entity. HIPAA governs providers, insurers and their vendors; it doesn’t cover a record you keep for your own benefit. Security and the privacy policy say what we do protect and how.
Do you train AI on my visits?
No. We never store the audio of your visit; we store the text, the summary and what you type in. We don't sell it, don't advertise against it, and it isn't used to train anyone's AI models.
SOMETHING WRONG?
I didn't get my summary email.
Your summary is saved in the app either way, so open the visit to read it. If an email didn't arrive, tell us and we'll check.
How do I reach a person?
Email masonhenry1@gmail.com.