Privacy Policy

1. Who we are

In this Policy, “we”, “us”, “our” and “The Solace” mean Exit Here Limited, a company registered in the Republic of Ireland under company registration number 762905, with its registered office at The Studio, Abbey Court, Abbey Road, Deansgrange, Blackrock, Co. Dublin, Ireland.

Exit Here Limited is the data controller responsible for your personal data under the EU General Data Protection Regulation (GDPR) and the Irish Data Protection Act 2018, except where this Policy says otherwise.

Where another company in our group acts as a controller of your personal data for a specific purpose, we will make clear who is responsible and for what. We do not grant blanket rights over your personal data to group companies through this Policy.

If you have any questions about this Policy, or would like to raise any data protection matter or exercise your rights, contact us at hello@thesolace.com.

2. Who this Policy applies to

This Policy applies to individuals who use or interact with The Solace, including people who:

• create a memorial or death notice;
• contribute to a memorial (for example by leaving a message, tribute, photo or video, lighting a candle, or making a donation);
• view a memorial or death notice;
• use Solace Aftercare — including uploading documents, listing accounts to close or transfer, and communicating with our care team;
• purchase products or services from our marketplace, or make or receive donations;
• are named in, or referred to within, memorial or aftercare content (including information about a person who has died and living people connected to them);
• receive The Solace through a funeral director or other partner;
• are funeral directors, partners, suppliers or other business contacts;
• contact our customer care or concierge support; or
• visit our websites, embedded memorial pages, or social media pages.

Not every part of this Policy will be relevant to every person. The sections that apply to you depend on how you use The Solace.

3. What personal data we collect

Personal data means information relating to an identified or identifiable living individual — that is, someone who can be identified, directly or indirectly, from that information (alone or together with other information we hold or can reasonably access).

We collect the following categories of personal data. Not all of these apply to every user.

• Identity information — such as name, and where relevant date of birth, age or gender.
• Contact information — such as email address, postal address and telephone number.
• Account information — such as login credentials, settings and preferences, and subscription details.
• Memorial content — information you or others add to a memorial or death notice, such as photos, videos, messages, tributes, biographical details, candles and donation records. This may include information about a person who has died and about living people (see Section 7).
• Solace Aftercare information — tasks and checklists; details of accounts, subscriptions and providers you want help to close or transfer; documents you upload to our secure vault (which may include death certificates, and legal or administrative documents); reference, policy or account numbers; and information about the person who has died and about family members or others involved.
• Transaction information — details of purchases, payments, donations, refunds and delivery. Payments are processed by our payment providers; we do not store full payment-card numbers ourselves.
• Communications and support information — messages you send us and records of your interactions with our customer care or concierge team.
• Grief and support information — information you choose to provide when you use grief resources or support features.
• Technical and usage information — IP address, device and browser type, operating system, time-zone and settings, and information about how you use our websites and embedded pages (pages viewed, links followed, dates/times and similar), collected through cookies and similar technologies (see Section 13).

Sensitive (special-category) information. Some information that people choose to share through The Solace may reveal sensitive information about themselves or another person — for example information that reveals health, religious or philosophical beliefs, or other matters treated as special categories of personal data under data protection law (for instance, a message or document describing an illness or cause of death). We do not generally require you to provide this information, and we ask you not to include more sensitive information than you intend to share. Where you choose to include such information in a memorial, message, uploaded document or other content, we process it for the purposes for which you provided it, relying on the conditions set out in Section 6. Section 8 explains how this applies to Solace Aftercare.

When providing information is necessary. Some of the information we ask for is needed to provide a service or to meet a legal requirement — for example, to create and secure your account, to take a payment, or to contact a provider on your instruction to begin an account closure. Where that is the case we will make it clear, and if you choose not to provide the information we may be unable to provide the relevant service.

4. How we collect your personal data

• Directly from you — when you create an account, create or contribute to a memorial, use Solace Aftercare, upload documents, make a purchase or donation, contact us, or otherwise communicate with us.
• From other people who use The Solace — for example, the person who creates a memorial may add your name or contact details when inviting you to contribute, and contributors may include information about you or about the person who has died. A funeral director or another customer may provide us with your name and contact details in connection with funeral or memorial arrangements.
• From funeral directors and partners — where you receive The Solace through a funeral director or partner, they may provide us with information to set up a death notice, memorial or aftercare service.
• Automatically — when you visit our websites or embedded memorial pages, we collect technical and usage information through cookies and similar technologies (see Section 13).
• From public interactions — where you post on, or interact with, our public social media pages, we can see that content in the same way any user of those platforms can. We do not collect analytics or profile information about you from social media platforms beyond what those platforms make available to page owners. Please review the privacy settings and policies of any social media platform you use.

Information we receive about you from others (Article 14). Where we receive your personal data from someone else — such as a funeral director, or a family member who creates a memorial or invites you to contribute — data protection law requires us to tell you how we use it. This Policy provides that information. If you would like to know the specific source of information we hold about you, contact us at hello@thesolace.com.

5. How we use your personal data

The table below sets out the main purposes for which we use personal data, the categories of data involved, and our legal basis. Section 6 explains the legal bases in more detail.

6. Our legal bases for processing

Under data protection law we must have a legal basis for using your personal data. Depending on the situation, we rely on:

• Performance of a contract — to provide the services you (or someone acting for you) have asked for, such as running your account, hosting a memorial, or providing Solace Aftercare.
• Legal obligation — where we must process data to comply with the law (for example, keeping accounting records, or responding to lawful requests from authorities).
• Legitimate interests — where processing is necessary for our legitimate interests (or those of a third party) and is not outweighed by your rights and interests. Our legitimate interests include running and improving our services, supporting and communicating with users, keeping The Solace secure, preventing fraud and abuse, and pursuing our business objectives. Where we rely on legitimate interests, we balance them against your rights; you can ask us for more information about that balancing.
• Consent — where we ask for it, for example for certain marketing, for non-essential cookies, and for special-category data (see below). You can withdraw consent at any time (see Section 15).

Special-category (sensitive) information. We do not rely on a single catch-all basis for sensitive information. Depending on how and why the information is provided, we rely on one or more of the following conditions under Article 9 GDPR:

• Explicit consent (Article 9(2)(a)) — for example, where you upload documents to Solace Aftercare that contain health, or other sensitive information, or where you choose to include sensitive details in a private message to us or to a family.
• Information you have manifestly made public (Article 9(2)(e)) — for example, sensitive details you choose to publish openly on a memorial or death notice that is visible to others.
• Establishment, exercise or defence of legal claims (Article 9(2)(f)) — where relevant to a legal claim.

7. Memorials and information about people who have died

The Solace is built around memorials and death notices, which naturally contain information about a person who has died. Data protection law (GDPR) generally applies to living individuals, not to people who have died. However, information about a person who has died can also contain personal data about living people — for example a message that names surviving family members, or a photo showing living people. Where that is the case, we handle the living individuals’ personal data in accordance with this Policy and applicable law.

Contributions by more than one person. A single memorial may include content added by different people — the person who created it, family members, friends and others. This raises questions about whose information is whose. Our approach is:

• The person who creates a memorial manages it and can typically edit or remove content on it.
• If you contributed content (such as a message, photo or video), you can ask us to remove your contribution.
• If content about you (or a photo including you) has been added by someone else, you can ask us to review or remove it (see Section 15).
• If a memorial is deleted, contributions made by others to that memorial are removed with it.

What happens to a memorial over time. Free memorials can be edited for up to 12 months from the date they are created, after which they become static (view-only) and remain available as a lasting memorial. Paid memorials remain editable and are retained indefinitely, unless you ask us to remove them.

8. Solace Aftercare and sensitive information

Solace Aftercare helps people deal with the practical tasks that follow a death — such as identifying and closing or transferring accounts (banks, utilities, subscriptions and similar). Because of what it does, Solace Aftercare can involve more sensitive and detailed information than a memorial.

Information we collect when you use Solace Aftercare may include:

• tasks and checklists you create or work through;
• account and subscription information, including details of providers and reference, policy or account numbers;
• documents you upload to our secure vault, which may include a death certificate and legal or administrative documents;
• information about the accounts you want help to close or transfer;
• information about the person who has died and about family members or others involved;
• your communications with our care team and support requests; and
• your preferences and interactions with Solace Aftercare, including any grief-support content you engage with.

What we do with it. We use this information to provide Solace Aftercare: to help you organise the necessary tasks, and — for accounts where we offer this — to contact providers on your behalf to begin closure or transfer (for example, by sending a notification so the provider can respond to you directly). For other accounts, we give you the information you need (such as the contact details or link) so you can act yourself. Our care team can assist where you would like a hand.

Sensitive information within Solace Aftercare. Documents and messages you provide may contain special-category information (for example, health information in a medical record, or information revealing religious beliefs). We ask you to share only what is needed for the task. Where you provide such information, we rely on your explicit consent (Article 9(2)(a)) to process it for the purpose of delivering Solace Aftercare, and — where relevant — on the establishment, exercise or defence of legal claims (Article 9(2)(f)). Documents in the vault are access-controlled and retained only as described in Section 12, and you can delete them at any time.

Where Solace Aftercare is provided to you through a funeral director or partner, please also see Section 9 regarding who is responsible for your information.

9. When we share your information

We share personal data only where necessary, and with appropriate protections in place. We may share it with the categories of recipient set out in Section 10. In addition:

Other memorial participants

Content added to a memorial or death notice may be visible to others who can view that memorial, according to its settings. The family controls what is visible and can moderate contributions.

Account providers (Solace Aftercare)

Where you ask us to help close or transfer an account, we share the information necessary to do so with the relevant provider, on your instruction.

Funeral directors and partners, who is the controller

Where a funeral director or partner provides personal data to us and determines the purposes for which it is processed, the funeral director or partner may act as the controller and The Solace may act as its processor. Where The Solace determines the purposes and means of processing, we act as controller. In some circumstances, we may act as joint controllers. The applicable relationship will depend on the service and processing involved.

Legal and protective disclosures

We may disclose personal data where required by law or regulation, to respond to lawful requests from authorities, to enforce our terms, or to protect the rights, property or safety of The Solace, our users or others.

Business transfers

If we buy or sell a business or assets, or if Exit Here Limited or substantially all of its assets are acquired, personal data may be disclosed to the prospective or actual buyer or seller, at all times in accordance with applicable data protection law.

We do not sell your personal data, and we do not share it with third parties for their own marketing.

10. Our service providers

We use third-party providers and other recipients to operate and deliver The Solace. Depending on the service, these organisations may process personal data on our behalf as processors, or may process personal data as independent controllers for their own purposes. We only share the information necessary for the relevant purpose and require appropriate data protection safeguards.

11. International transfers

We aim to keep personal data within the European Economic Area (EEA) wherever possible. Some of our service providers may process personal data outside the EEA, including in the United States. Where this happens, we ensure that appropriate safeguards are in place in accordance with applicable data protection law.

You can contact us at hello@thesolace.com if you would like more information about the safeguards used for a particular transfer.

12. How long we keep your information

We keep personal data only for as long as necessary for the purposes set out in this Policy, including to provide the service, to meet legal, accounting and regulatory requirements, and to establish, exercise or defend legal claims. Our approach is:

You can ask us to delete your data in certain circumstances (see Section 15).

13. Cookies and similar technologies

When you visit our websites or embedded memorial pages, we and our service providers may use cookies and similar technologies to make the service work, remember your preferences, understand how our services are used and, where you have given consent, support and measure marketing.

We use the following categories:

• Strictly necessary: required for the website and services to function, including keeping you signed in and helping to maintain security. These do not require consent where they are strictly necessary for a service you have requested.
• Functional: used to remember your preferences and settings and improve your experience.
• Analytics and performance: help us understand how our websites and services are used so that we can improve them.
• Advertising and marketing: used to deliver, personalise or measure advertising and marketing.

Where required by law, we will only use non-essential cookies and similar technologies after you have given consent. You can change or withdraw your cookie preferences at any time through our cookie settings. You can also control cookies through your browser settings, although some features of the website may not work properly as a result.

For more information about the cookies and similar technologies we use, including their purposes, providers and retention periods, please see our cookie settings.

14. Marketing

Where you have given consent, or where you are an existing customer and we are contacting you about our own similar products or services, we may send you marketing by email or SMS. This “existing customer” basis reflects the soft opt-in permitted under the Irish ePrivacy Regulations (S.I. No. 336 of 2011): we only use it for our own similar products and services, we gave you a simple way to opt out when we collected your details, and every message we send includes an easy way to opt out.

We do not share your personal data, or the data of the families served through our funeral-director partners, with third parties for their own marketing.

You can opt out of marketing at any time by using the unsubscribe link in any message or by contacting hello@thesolace.com. Opting out will not stop service or transactional messages that are necessary to provide what you have asked for. Where we rely on consent, you can withdraw it at any time without affecting the lawfulness of processing before withdrawal.

15. Your rights

Subject to the conditions and exceptions in data protection law, you have the following rights:

• Access — to obtain a copy of the personal data we hold about you.
• Rectification — to have inaccurate data corrected and incomplete data completed.
• Erasure — to have your personal data deleted in certain circumstances.
• Restriction — to restrict our processing of your data in certain circumstances.
• Objection — to object to processing based on legitimate interests, and to object to direct marketing at any time.
• Data portability — where our processing is based on your consent or on a contract and is carried out by automated means, to receive certain data you provided in a structured, commonly used, machine-readable format, and to have it transmitted to another controller where technically feasible. This right does not apply to all of the information we hold.
• Withdraw consent — where we rely on consent (for example for certain marketing, non-essential cookies, or special-category data), you can withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

Deletion and shared memorials. Because memorials can contain contributions from several people, a deletion request is handled with that in mind. If you ask us to remove your own contribution, we will consider your request and, where appropriate, remove it in accordance with applicable data protection law.

Where deleting one person’s data would affect a shared memorial or content others have added, we will explain what we can and cannot remove and why. Some information may be retained where we have a legal basis or obligation to keep it.

Fees. We will normally deal with your request free of charge. We may charge a reasonable fee, or decline to act, where the law permits — for example where a request is manifestly unfounded or excessive.

16. How to exercise your rights

To exercise any of your rights, contact us at hello@thesolace.com. We may need to verify your identity before acting. We will respond within one month, which can be extended by up to two further months for complex or numerous requests; if so, we will let you know.

17. How we keep your information secure

We take data protection and privacy extremely seriously. All your documents and personal information are protected using enterprise-grade encryption—both in transit as information is uploaded and at rest while stored on our secure servers.

Your personal data is never sold. Access to sensitive areas, such as your Solace Aftercare document vault, is strictly controlled so your information remains private to you and anyone you explicitly choose to invite.

You are responsible for keeping your account password confidential. While no online service can guarantee 100% security, we work continuously to safeguard your information and respond swiftly to any security incidents.

18. Children

The Solace is intended for adults and is not directed at children. However, memorials, death notices and other content may contain information about children. If you believe a child has provided us with personal data directly, or that we are processing a child’s personal data inappropriately, please contact us and we will take appropriate steps.

19. Automated decision-making and AI features

We may use tools that help generate or organise content or support our services — for example an AI-assisted obituary or notice writer, content moderation, personalisation, and fraud or security checks. The Solace does not currently make decisions that produce legal effects concerning you, or that similarly significantly affect you, based solely on automated processing (within the meaning of Article 22 GDPR). If this changes, we will update this Policy, tell you about the logic involved, and put appropriate safeguards in place, including your right to request human review.

20. Third-party websites

Our websites and memorial pages may link to other websites we do not control. This Policy does not apply to those sites; please read their own privacy policies.

21. Changes to this Policy

We keep this Policy under review and will post updates on this page. Where changes are significant, we will take appropriate steps to bring them to your attention. This Policy was last updated on 13 August 2026.

22. How to contact us

If you have any questions about this Policy, the data we hold about you, or you would like to exercise your rights, contact us at hello@thesolace.com.

23. How to complain

If you are unhappy with how we have handled your personal data, please contact us first so we can try to resolve it. You also have the right to lodge a complaint with the Irish Data Protection Commission (DPC) — see www.dataprotection.ie — or with the supervisory authority in your country of residence or work.