SereneNow

Privacy Policy

SereneNow ("we", "us", or "our") is the author and publisher of the internet resource www.serenenow.in ("Website"), as well as the software, services, and applications provided by SereneNow, including but not limited to the mobile applications SereneNow Expert and SereneNow Client (collectively referred to as the "Services").

1. WHY THIS PRIVACY POLICY?

This Privacy Policy is published in compliance with, inter alia:

  • Section 43A of the Information Technology Act, 2000;
  • Regulation 4 of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the "SPI Rules");
  • Regulation 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011.

This Privacy Policy explains:

  • The types of information collected from users, including Personal Information and Sensitive Personal Data or Information;
  • The purpose, methods, and modes of collection, usage, processing, storage, and deletion of such information;
  • How and to whom SereneNow may disclose such information.

2. COLLECTION OF PERSONAL INFORMATION

Certain features of our Services require us to know who you are in order to offer personalized functionality. When you access or use the Services, or interact with us through emails, calls, or other means, we may request that you voluntarily provide information that can identify you personally. You hereby consent to SereneNow collecting such information.

Examples of information we collect include, but are not limited to:

  • Contact data (such as your name, email address, and mobile number);
  • Demographic data (such as your gender, age, or location);
  • Usage data, including appointment history, calendar syncs, and in-app activity;
  • Banking information (such as account details provided by Experts for payout purposes);
  • Communication data, including information voluntarily shared via messages, emails, or uploaded files/documents;
  • Authentication information, such as Google login and calendar access (with your permission);
  • Any other data voluntarily provided to us through forms, messages, or Service use.

3. PRIVACY STATEMENTS

3.1 ALL USERS NOTE

This section applies to all users of the SereneNow mobile applications.

3.1.1 A condition of each User's access to or use of the Services is their acceptance of SereneNow's Terms of Use and this Privacy Policy. If you do not agree with any part of these documents, you must discontinue use of the Services immediately.

3.1.2 An indicative list of information that SereneNow may require to enable your use of the Services is provided in the annexed Schedule to this Privacy Policy.

3.1.3 All information provided by a User to SereneNow, including Personal Information and Sensitive Personal Data or Information (as defined under applicable law), is voluntary. This information may be used:

  • (a) to provide and improve the Services;
  • (b) in anonymized and aggregated form for analytics, research, and service optimization;
  • (c) to enable appointment bookings, session reminders, and feedback collection;
  • (d) to debug or resolve customer support issues;
  • (e) to follow up on partially completed transactions when contact information is provided.

SereneNow may also:

  • Identify and authenticate users;
  • Analyze app usage to improve design and functionality;
  • Process payments via third-party providers (e.g., Razorpay, Cashfree).

3.1.4 The collection, use, and disclosure of Personal Information and Sensitive Personal Data requires your express consent, which you provide by affirming this Privacy Policy.

3.1.5 SereneNow does not control or endorse any content or communications exchanged within the Services. You agree to waive any claims arising from such interactions and release SereneNow from liability, to the extent permitted by law.

3.1.6 You are responsible for keeping your contact and profile information accurate. You may request updates or corrections by contacting us at admin@serenenow.com. If any information is found to be inaccurate or outdated, SereneNow may suspend or terminate your access. In some cases, we may be unable to modify or delete certain records, such as evaluative data or legal documentation.

3.1.7 You may cancel your account or request data deletion by emailing admin@serenenow.com. We retain your data only as long as necessary for the intended purpose or as required by law. Post-retention, data may be anonymized and used solely for analytics.

3.1.8 To opt out of non-essential communications such as marketing or promotions, please email admin@serenenow.com.

3.1.9 SereneNow uses third-party payment processors (Razorpay, Cashfree) for handling payments. We do not store your card or bank details on our servers. Practitioners may be required to provide UPI or bank account details solely for payout purposes. These are securely stored and not shared with any third parties other than the payout processors.

3.1.10 When payments are made through SereneNow, we collect and process certain transaction-related data such as payment amounts, dates, and related invoicing information to manage appointments and facilitate payouts. If payments are made directly to practitioners outside of SereneNow's platform, SereneNow is not involved in processing or storing such payment information.

3.1.11 When you use SereneNow's mobile apps, we may collect device-specific information such as your IP address, device type, operating system, app usage data, and crash logs. This data is used to improve the reliability and performance of our Services. We do not collect or share this data in personally identifiable form, except as required by law or to protect SereneNow's legal interests.

3.1.12 The SereneNow mobile apps may use temporary in-app storage mechanisms (such as local databases or caches) to store non-sensitive user data like your name, email, session history, and other app settings. This helps us improve app responsiveness and personalization. This data is not shared with advertisers or third parties.

3.1.13 SereneNow maintains a strict "No Spam" policy and does not sell or rent your email address to third parties without your explicit consent.

3.1.14 We follow industry-standard practices and take reasonable security measures to protect your data from unauthorized access, alteration, disclosure, or destruction. However, SereneNow is not responsible for loss of data due to unauthorized access of your personal devices.

3.1.15 We maintain documented information security policies including managerial, technical, operational, and physical safeguards in accordance with industry standards.

3.1.16 Your data may be disclosed to law enforcement, government agencies, or other authorized parties if required by law or if deemed necessary to protect rights, property, or safety—yours, ours, or others'.

3.2 PRACTITIONERS NOTE

This section applies to all Practitioners using the SereneNow mobile applications.

3.2.1 As part of the registration and profile setup process, SereneNow collects certain information from Practitioners, including Personal Information and Sensitive Personal Data or Information, as defined under applicable law.

3.2.2 All statements in this Privacy Policy apply to Practitioners. Practitioners must read and understand this Privacy Policy before submitting any Personal Information. If you do not agree with the terms, you must discontinue use of the Services immediately.

3.2.3 The personally identifiable information provided by Practitioners is used to describe and identify them within the app. Practitioners retain ownership of their own information, and consent to SereneNow collecting, using, processing, and/or disclosing such information for the following purposes:

  • Contacting Practitioners regarding new features or services, where permitted;
  • Requesting feedback to improve the Services;
  • Analyzing anonymized usage patterns to improve product design and functionality;
  • Using aggregated, anonymized practice data for internal research and business intelligence (non-commercial and non-identifiable).

3.2.4 From time to time, SereneNow may conduct voluntary surveys or feedback requests from Practitioners to better understand their needs and improve the Services. Responses are optional and may be anonymized. Any demographic or professional data collected is used solely for internal research and product development.

3.3 END-USERS NOTE:

This section applies to all End-Users of the SereneNow mobile applications.

3.3.1 During registration or when using the app, SereneNow may collect Personal Information or Sensitive Personal Data or Information from End-Users to provide the Services.

3.3.2 All statements in this Privacy Policy apply to End-Users. By submitting your information, you agree to the terms stated. If you do not agree, you must discontinue use of the Services immediately.

3.3.3 If you have submitted information but do not agree with how it is collected, processed, or used, you may update or delete your information using available app settings. You may also contact us at admin@serenenow.in to request access, modification, or deletion of your data.

3.3.4 Personally identifiable information provided by End-Users helps personalize their experience and enable essential features. Non-personally identifiable data may be used in aggregated or anonymized form for internal research, analytics, or product improvements. SereneNow does not sell End-User data to third parties.

3.3.5 SereneNow may communicate with End-Users through email, in-app notifications, or other available channels regarding services, reminders, or updates. You can manage your communication preferences in your app settings.

3.3.6 From time to time, SereneNow may conduct voluntary surveys or feedback forms to better understand user needs. Responses are optional and, where applicable, anonymized. Any demographic data collected is used solely to improve the quality of our Services.

3.3.9 All SereneNow employees and service providers with access to Personal or Sensitive Data are contractually obligated to maintain its confidentiality. SereneNow uses appropriate security measures and industry best practices to protect your information throughout its lifecycle.

3.4 USE OF THIRD-PARTY SERVICES FOR COMMUNICATIONS

SereneNow uses third-party services such as Google Calendar and Google Meet to facilitate appointment scheduling and video sessions. When you book or confirm an appointment, calendar invites and meeting links are sent to both practitioners and end-users through these platforms. SereneNow does not control these third-party services and is not responsible for their functionality or data handling. Please review their respective privacy policies for details.

4. CONFIDENTIALITY AND SECURITY

4.1 Your Personal Information is maintained in electronic form on systems operated by SereneNow and its employees. SereneNow implements reasonable security practices, including managerial, technical, operational, and physical safeguards appropriate to the nature of the data and the Services provided.

4.2 No SereneNow administrator has access to your password. You are responsible for maintaining the confidentiality of your login credentials and devices. If you suspect unauthorized access to your account, please notify us immediately at admin@serenenow.com. You are responsible for any activity under your account unless reported in a timely manner.

4.3 Personally identifiable information, such as email and user ID, is encrypted and access is restricted. Only authorized SereneNow employees may access operational data (e.g., appointment or usage data), and only as needed to support you.

4.4 As part of the service, SereneNow helps Practitioners manage and organize their client information securely. We do not share or submit these records to third parties, government authorities, or other doctors unless explicitly required by applicable law.

4.5 Clients may access their own appointment-related information via the mobile app. SereneNow does not share client records or therapy notes with other parties unless required by law or explicitly authorized by the client.

4.6 While SereneNow takes appropriate security measures, no system is entirely immune to risks. Users are encouraged to use strong passwords and report any suspicious activity.

5. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date at the top of this Privacy Policy. You are advised to review this Privacy Policy periodically for any changes.

6. INTERNATIONAL USE

SereneNow is designed primarily for mental health professionals licensed in India. However, our Services may also be used by practitioners operating from abroad or clients accessing services from outside India. SereneNow does not verify compliance with licensing, telehealth regulations, or cross-border professional rules. If you are accessing or providing services across borders, you do so at your own risk and are responsible for ensuring compliance with any local laws, including licensing, telehealth, and data transfer regulations. SereneNow serves solely as a platform for administrative functions—such as booking, payments, and communication—and does not assume responsibility for professional compliance.

7. CHILDREN'S AND MINORS' PRIVACY

SereneNow is not intended for use by individuals under the age of 18. We do not knowingly collect personal data from minors. If you are under 18, please do not use the Services.

8. CONSENT TO THIS POLICY

By creating an account or using SereneNow, you acknowledge that you have read and agree to this Privacy Policy. You consent to the collection, use, processing, and disclosure of your Personal Information in accordance with this policy.

Use of the Services is also subject to our Terms of Use.

8. CONTACT FOR PRIVACY QUESTIONS

If you have any questions or concerns about this Privacy Policy or our data practices, please contact our designated Data Protection Officer. We will respond to your inquiry as promptly as possible.

Name: Manasi Jagtap

Role: Co-Founder

Company: SereneNow

Location: Baner, Pune – 411045

Email: admin@serenenow.com

SCHEDULE

Indicative List of Information by Nature of Service

1. End-Users registering on the SereneNow mobile application:

When you create an account on the SereneNow app, we collect basic personal information such as your name, mobile number, email address, age, gender (or equivalent professional identification), and other relevant information requested during the onboarding flow. This information helps us facilitate appointment bookings, send confirmations, and enable your therapist to maintain relevant client records. All personal information is stored securely.

2. Practitioners registering on the SereneNow mobile application:

Practitioners are required to provide their name, mobile number, email address, RCI number (or equivalent professional identification), and other relevant information requested during the onboarding flow. This enables SereneNow to verify their identity and credentials, list their services on the platform, and manage interactions with clients including appointment confirmations and reminders.

Last updated: June 16, 2025