1. NATURE AND APPLICABILITY OF TERMS

Please carefully read these Terms of Service ("Terms") and the Privacy Policy available at https://www.serenenow.in/privacy-policy ("Privacy Policy") before accessing or using the SereneNow mobile applications or related services ("Services") offered by SereneNow. These Terms and the Privacy Policy together constitute a binding agreement ("Agreement") between you and SereneNow concerning your use of the Services.

The Agreement applies to you whether you are:

• A therapist, counselor, psychologist, or other licensed professional or organization listing services via SereneNow ("Practitioner", "you", or "User");
• A client, or their guardian or representative, using SereneNow to search for and book services with a Practitioner ("End-User", "you", or "User"); or
• Any other user accessing SereneNow's Services.

This Agreement governs access to and use of the following Services:

• For Practitioners: tools to list services, manage client interactions, set pricing and payment options, track appointments, and optionally subscribe to paid features;
• For End-Users: the ability to connect with a Practitioner, book sessions, manage appointment details, and receive relevant communication such as invoices and calendar invites.

SereneNow currently supports both free and paid plans for Practitioners. Subscribed features may include unlimited services, calendar integrations, and enhanced client tools. Subscriptions may be subject to applicable taxes.

Appointments facilitated through SereneNow may be paid for:

• Directly to the Practitioner: In this case, SereneNow only facilitates the initial connection and takes no responsibility for payments, refunds, or billing. It is the Practitioner's responsibility to confirm receipt of payment before approving the session.
• Via SereneNow's platform: SereneNow collects payment from the End-User, including a nominal platform fee may apply to cover payment gateway and administrative costs, which is disclosed to End-Users during the booking process. In this case, SereneNow generates an invoice upon confirmation and facilitates payouts to the Practitioner after deducting applicable TDS.

Each service listed by a Practitioner includes their individual cancellation and rescheduling policy. End-Users agree to these terms at the time of booking. Practitioners are currently unable to modify appointments directly, but that functionality is planned for future releases.

Refunds are solely the responsibility of the Practitioner unless SereneNow is legally required to intervene. SereneNow does not currently mediate no-show disputes but may introduce policy guidance in future updates.

By accessing or using any part of SereneNow's Services, you acknowledge and agree to be bound by this Agreement. If you do not agree with these Terms, you may not use the Services.

SereneNow reserves the right to modify these Terms at any time. If there are material changes, users will be notified via the app or email. Continued use of the Services after any such changes constitutes your acceptance of the revised Terms.

This Agreement is governed by the laws of India and complies with the:

• Indian Contract Act, 1872;
• Information Technology Act, 2000;
• Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011;
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

2. CONDITIONS OF USE

You must be 18 years of age or older to register, use the Services, or access the SereneNow mobile application in any manner. By registering, visiting, or using the app or accepting this Agreement, you represent and warrant to SereneNow that:

• You are 18 years of age or older, and you have the right, authority, and capacity to use the Services;
• You will provide accurate, truthful, and complete information while registering or using the Services;
• You will not misuse the platform or its features, including attempting to bypass payment flows, impersonating others, or using the Services for unlawful or inappropriate purposes;
• You understand and agree that SereneNow does not guarantee the availability, timeliness, or outcomes of therapy services or video sessions. These are independently managed by the practitioners using the platform;
• You understand and accept that appointments may be conducted over third-party platforms like Google Meet, and SereneNow does not control or ensure the functioning of such external services.

Use of the Services is subject to continued compliance with these Terms. SereneNow reserves the right to suspend or terminate your access if you violate any part of this Agreement or misuse the platform.

3. TERMS OF USE APPLICABLE TO ALL USERS OTHER THAN PRACTITIONERS

The terms in this Clause 3 apply to Users of the SereneNow platform who are not registered as Practitioners, including clients or patients who are invited to the platform by a Practitioner.

3.1 END-USER ACCOUNT AND DATA PRIVACY

3.1.1 The terms "personal information" and "sensitive personal data or information" shall have the meaning as defined under applicable law and are further described in the Privacy Policy.

3.1.2 SereneNow may collect certain device-level and usage-related data, such as device identifiers, app usage patterns, and technical logs, in order to improve its services, troubleshoot issues, and develop new features. All such data is handled in accordance with the Privacy Policy.

3.1.3 When you use the platform, SereneNow may access and use your contact information (such as email or phone number) to send booking confirmations, appointment reminders, invoices (when applicable), service updates, and customer support responses. These communications are essential to the functioning of the platform.

3.1.4 The Privacy Policy explains:

• What information we collect from Users, including any sensitive personal data or information;
• Why we collect it and how we use it;
• Whom we may share it with (such as service providers, if needed);
• And the rights and choices available to you regarding your data.

3.1.5 You are encouraged to review the Privacy Policy to understand:

• That some personal data is collected during your use of the platform;
• The reasons for data collection and the uses thereof;
• Who may receive access to the data;
• How long data is retained;
• And the identity of the entity (SereneNow) responsible for collecting and processing your data.

3.1.6 SereneNow is not responsible for verifying the accuracy or truthfulness of the personal information you provide. Users are solely responsible for the information they submit, and its consequences.

3.1.7 You are responsible for safeguarding your SereneNow account credentials. Any activity under your account, whether authorized or not, will be deemed your responsibility. If you suspect unauthorized access, you must notify us immediately. While SereneNow is not liable for any loss you may suffer due to unauthorized access, you may be held liable for losses incurred by SereneNow or others as a result of such misuse.

3.1.8 If you provide information that is found to be false, incomplete, or misleading, or if we reasonably suspect such behavior, SereneNow reserves the right to suspend or terminate your access to the Services.

3.1.9 Information collected may be used for technical diagnostics, app performance optimization, and customer support.

3.2 PRIVATE SERVICE INFORMATION AND CONTENT SHARED THROUGH THE PLATFORM

3.2.1 SereneNow does not publicly list or display profiles of Practitioners. All access to Practitioner information (such as name, qualifications, fees, and offered services) is shared only with invited clients, after a Practitioner has explicitly added a client to their account. Any such information is privately shared within the app interface and is only accessible to the relevant parties for the purpose of scheduling and conducting appointments.

3.2.2 The Services provided by SereneNow and its technology providers are made available on an "as is" and "as available" basis, without warranties of any kind (whether express or implied), including but not limited to implied warranties of accuracy, merchantability, fitness for a particular purpose, or non-infringement. SereneNow does not make any guarantee or representation about the accuracy, completeness, or reliability of information shared by Users, including Practitioners. Any reliance on such information is at the User's sole risk.

3.2.3 SereneNow is not liable for any damage to your device, software, or data resulting from use of the platform, including app downloads or updates. If you are dissatisfied with the platform, your sole remedy is to stop using the Services.

3.2.4 If SereneNow determines that you have submitted false, misleading, or incomplete information—whether in your profile, client communications, or feedback—SereneNow may suspend or restrict your access. You may also be liable to indemnify SereneNow for any resulting losses or damage to its reputation, operations, or Users.

3.3 BOOKING APPOINTMENTS

SereneNow enables Users to connect with Practitioners through private, code-based invitations. Appointments are booked using the SereneNow mobile app after a Practitioner shares their 6-digit code with the User.

3.3.1 SereneNow provides a platform for Users to book confirmed appointments with their Practitioner. However, SereneNow is not liable if an appointment is later canceled or rescheduled by the Practitioner. Practitioners can define their own cancellation and rescheduling policies (including percentage-based charges), which will be shown at the time of booking and applied automatically. Refunds in such cases are at the sole discretion of the Practitioner.

3.3.2 SereneNow does not provide medical advice, diagnosis, or healthcare services. It is only a platform to manage appointments and enable communication. Therefore, SereneNow is not responsible for:

• Any interaction, treatment, or advice exchanged between a User and a Practitioner.
• The intent, quality, or ability of Practitioners to provide services.
• Any wrong diagnosis, inappropriate treatment, or perceived negligence.
• Cancellation, no-show, rescheduling, or changes in service fees (Users can view service-specific policies within the app before booking).

3.3.3 Client No-Show Policy

• If a User fails to attend a booked appointment without canceling in advance, the Practitioner may mark the session as a no-show and charge a cancellation fee as per their defined policy.
• SereneNow does not suspend or block users for repeated no-shows, but cancellation charges (if set by the Practitioner) will still apply.
• Practitioners may waive cancellation charges at their discretion by manually canceling the appointment on the client's behalf before the scheduled time.
• SereneNow does not evaluate or arbitrate the reasons for no-shows and does not issue platform-level refunds for them.

3.3.4 Cancellation and Refund Policy

• If a Practitioner cancels or fails to meet the User, and the User has paid through SereneNow, the User may contact support@serenenow.com within five (5) days. If applicable, the full consultation amount will be refunded to the User within 5–6 business days.
• If the User cancels or reschedules, the refund amount will depend on the cancellation policy set by the Practitioner at the time of booking.
• If the User does not attend the session without canceling, no refund will be issued unless the Practitioner decides to waive the cancellation fee.
• Delays in appointment start time do not qualify for refunds if the Practitioner eventually completes the session.

3.4 NO PRACTITIONER–END-USER RELATIONSHIP; NOT FOR EMERGENCY USE

3.4.1 Some information available within the SereneNow app—including but not limited to text, data, graphics, images, or suggestions—may be provided by Practitioners. However, SereneNow merely acts as a platform to facilitate connections and manage appointments. The use of the platform does not create a doctor–patient or therapist–client relationship between SereneNow and any User.

3.4.2 All content or communication made available through the SereneNow app, whether by Practitioners or otherwise, is for general informational purposes only. SereneNow makes no guarantees or warranties (express or implied) about the accuracy, quality, or qualifications of any Practitioner using the platform. Users are solely responsible for their decisions and interactions with Practitioners, and SereneNow shall not be liable for any actions taken based on the information presented within the app.

3.4.3 SereneNow is not intended for use in emergency situations. If you or someone else is facing a medical or mental health emergency, you must contact your local emergency services or go to the nearest hospital or appropriate care provider. The platform does not support urgent care, suicide prevention, or emergency consultations.

3.5 CONSULTATIONS

3.5.1 Online consultations facilitated through SereneNow are conducted via third-party platforms such as Google Meet. SereneNow only assists in sending calendar invites and meeting links after an appointment is confirmed.

3.5.2 SereneNow does not record or monitor any part of the consultation. The conduct, content, and outcomes of online consultations are entirely the responsibility of the Practitioner and the User.

3.5.3 Users are advised to ensure a secure and private environment during their consultations. SereneNow is not responsible for technical issues, interruptions, or misuse of third-party tools such as Google Meet.

4. TERMS OF USE – PRACTITIONERS

The terms in this Clause apply only to registered Practitioners using the SereneNow platform.

4.1 LISTING POLICY

4.1.1 SereneNow collects and displays profile information (such as your name, credentials, services, and contact details) to help connect you with your clients. You agree that this information may be edited or removed at SereneNow's discretion. You must promptly inform us if any of the information shown is inaccurate or outdated.

4.1.2 SereneNow is not responsible for how your name or profile appears on external websites or search engines.

4.1.3 We are not responsible for any harm resulting from content you publish or disclose on the app with consent from users (e.g., testimonials, chats, or reviews). If a user withdraws consent under our Privacy Policy, we will stop sharing that information going forward but are not liable for prior disclosures.

4.1.4 SereneNow reserves the right to remove inappropriate or misleading content in practitioner profiles. However, we are not responsible if outdated, fraudulent, or inactive practitioner accounts appear on the platform.

4.1.5 You agree to use the platform in full compliance with applicable laws. You are solely responsible for ensuring that your use of SereneNow does not violate any local, state, or national law or professional guidelines.

4.2 PROFILE OWNERSHIP AND EDITING RIGHTS

You are responsible for the accuracy and legality of the content you upload to your profile. SereneNow retains editorial control and may reject or modify changes requested by you if they violate our policies or applicable laws. If we are notified of content that violates third-party rights, we may remove or edit it without prior notice.

4.4 APPOINTMENT MANAGEMENT

4.4.1 All appointments between you and your clients are initiated via the app using a unique 6-digit invite code. You decide the mode of session (e.g., in-person, call, or Google Meet).

4.4.2 SereneNow is not involved in the actual delivery of therapy services. You are solely responsible for managing your calendar, communicating session links, and conducting the consultation.

4.4.3 For online sessions, we assist by generating Google Calendar invites with the meeting link, but are not liable for no-shows, cancellations, or technical issues during a session.

4.5 PRACTITIONER UNDERTAKING

You confirm that:

• You are legally allowed to practice in your jurisdiction.
• You are not prohibited by any law, board, or authority from offering therapy or consultations.
• You will comply with all applicable ethical, professional, and legal obligations when interacting with clients through SereneNow.

4.6 CROSS-BORDER USE AND PROFESSIONAL VERIFICATION

SereneNow is intended for use by mental health professionals who are legally authorized in their practicing jurisdiction—primarily India. Some Practitioners may reside or be licensed outside India, and similarly, End‑Users may access services from outside India. SereneNow does not verify, and is not responsible for, the legality of providing or receiving services across borders, the correctness of professional credentials in foreign jurisdictions, or cross‑border regulatory compliance. You agree to verify and ensure compliance with all applicable legal, licensing, and ethical requirements in your respective locations. SereneNow is only a technology facilitator and does not practice or prescribe healthcare.

4.7 USAGE IN MARKETING MATERIALS

With your permission, SereneNow may reference you in promotional content such as testimonials, case studies, or educational materials. We will seek prior consent for any specific use involving your name, photo, logo, or branding.

5. RIGHTS AND OBLIGATIONS RELATING TO CONTENT

5.1 Although the SereneNow mobile apps do not allow users to post or publicly share content, users are still expected to use the app in a lawful, respectful, and secure manner. Users must not upload or share (even privately or in communications with SereneNow) any content that:

• belongs to someone else and to which the User does not have rights;
• is harmful, harassing, defamatory, obscene, hateful, discriminatory, illegal, or invasive of someone's privacy;
• harms minors in any way;
• infringes any intellectual property rights;
• violates applicable laws or regulations;
• misleads or impersonates others;
• contains viruses or malicious code;
• threatens the security, unity, or sovereignty of India or incites illegal activities.

5.2 Users are also prohibited from:

• attempting to breach the security or functionality of the SereneNow app or its systems;
• submitting false or misleading information;
• spamming or sending unsolicited messages to other users;
• reverse-engineering, copying, or duplicating any part of the app or its content;
• bypassing any security or usage restrictions built into the app.

5.3 If SereneNow becomes aware—either directly or through a legitimate complaint—that a user has violated the above, SereneNow reserves the right to restrict or remove access to such data, suspend the user's account, and retain the data as required under applicable law for investigative purposes.

5.4 Any violation of applicable laws or these Terms may result in immediate suspension or termination of the user's access to the app and its features.

5.5 SereneNow may share user data with its affiliates or governmental authorities when required by law or as necessary to enforce these Terms. Such sharing will comply with applicable data protection laws and our Privacy Policy.

5.6 SereneNow respects the intellectual property rights of others. If you believe your intellectual property rights have been violated, please contact us so that appropriate action can be taken.

5.7 Users are strictly prohibited from:

• using the app to solicit, arrange, or promote off-platform payments that bypass SereneNow's payment systems where they are enabled;
• collecting, storing, or misusing personal information of other users (including experts or clients) outside the permitted use defined within the app;
• using the app to build a competing product or service, or for unauthorized commercial purposes.

Any attempt to misuse SereneNow in these or similar ways will be treated as a material breach of these Terms and may result in legal action.

6. TERMINATION

6.1 SereneNow reserves the right to suspend or terminate a User's access to the app and its Services, with or without notice, and to pursue any remedy available under law in the following situations:

• The User breaches any part of this Agreement;
• A third party reports a violation of its rights due to the User's use of the Services;
• SereneNow is unable to verify or authenticate information provided by the User;
• SereneNow reasonably suspects illegal, fraudulent, or abusive activity;
• SereneNow determines, in its sole discretion, that the User's actions may cause legal liability to SereneNow, its users, or are otherwise harmful to the platform's integrity.

6.2 Once an account is suspended or terminated, the User may not access the Services under the same or a different account. Upon termination, access to personal data, session history, or files stored in the app may be lost. Users are advised to maintain their own backups of any essential records or documentation in accordance with professional or legal obligations.

7. LIMITATION OF LIABILITY

In no event shall SereneNow, or any of its directors, officers, employees, agents, or service providers ("Protected Entities") be liable for any direct, indirect, incidental, special, consequential, or punitive damages, including but not limited to:

• Loss of data, revenue, clients, goodwill, or other intangible losses;
• Any service-related issues between Experts and Clients;
• Unauthorized access to or alteration of User data;
• Errors, omissions, or inaccuracies in information provided through the app.

Even if advised of the possibility of such damages, the Protected Entities' total aggregate liability under this Agreement shall not exceed INR 1,000 (One Thousand Only).

8. RETENTION AND REMOVAL

SereneNow may retain personal and transactional data for as long as necessary for:

• Legal compliance;
• Internal record-keeping;
• Security and dispute resolution;
• Providing the Services.

Server logs and related technical records may be preserved as long as administratively necessary in accordance with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPI Rules").

9. APPLICABLE LAW AND DISPUTE RESOLUTION

9.1 This Agreement is governed by the laws of India.

9.2 Any dispute arising out of or relating to this Agreement shall be resolved through binding arbitration under the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted in Pune, India, in English, before a sole arbitrator appointed by SereneNow.

9.3 Subject to the arbitration clause, the courts at Pune shall have exclusive jurisdiction over disputes arising from or related to this Agreement.

10. CONTACT INFORMATION & GRIEVANCE OFFICER

10.1 For any general queries or support requests, users may contact:

Email: admin@serenenow.com

Website: www.serenenow.in/contact

10.2 In accordance with the Information Technology Act, 2000, any complaints or grievances related to data usage, service issues, or violation of IG Rules should be submitted through the above contact details. We will respond in compliance with applicable grievance redressal timelines.

11. SEVERABILITY

If any part of this Agreement is held to be invalid or unenforceable, the remainder will remain in full force and effect. The unenforceable provision will be interpreted to reflect the original intent, to the extent permitted by law.

12. WAIVER

No waiver of any term or condition of this Agreement shall be deemed a continuing waiver or a waiver of any other terms. Any waiver must be in writing and signed by an authorized representative of SereneNow.

By using SereneNow, you agree to these Terms of Service. Thanks for being part of our mission to make therapy more accessible and seamless!

Last updated: June 16, 2025