Privacy Policy

This Privacy Policy explains how myserenity.in ("mySerenity", "we", "us") collects, uses, stores, and shares personal data when you use the Serenity website, applications, video consultation rooms, messaging, payments, support, and AI-assisted wellness features.

Serenity is a technology platform that helps patients connect with independent mental-health professionals. Serenity itself does not provide medical diagnosis, medical treatment, or emergency services.

1. Personal data we collect

• Account data: name, email, phone, password hash, role, verification status, login provider, registration time, and last login time.
• Patient profile data: date of birth, age, gender, and optional health profile details that you choose to provide.
• Therapist profile data: qualifications, degrees, credentials, experience, specialities, languages, fees, verification documents, and approval status.
• Appointment data: therapist selected, schedule, session type, duration, status, cancellation history, and support tickets linked to appointments.
• Messages: patient-therapist chat messages, support ticket messages, and Aria conversation messages.
• Video call audit data: recording request, consent, and decline timestamps, call start/end timestamps, participant IP addresses, approximate IP-based locations when available, and recording processing status.
• Payment data: payment amount, consultation fee, platform fee, GST, transaction IDs, invoices, billing profile, payment status, refund status, and therapist payout ledger entries. We do not store full card, UPI, net-banking, or wallet credentials.
• Device and usage data: browser/device information, logs, analytics events, security events, and cookies or similar technologies needed to run and improve the platform.

2. How we use personal data

• To create accounts, verify email/mobile, authenticate users, and prevent account abuse.
• To allow patients to find therapists, book and pay for appointments, join sessions, and use chat.
• To allow therapists to manage profiles, availability, appointments, messages, and verification documents.
• To process payments, issue invoices, maintain therapist payout ledgers, and handle refunds or cancellation reviews.
• To operate Aria, the AI wellness companion, and provide conversational support between professional sessions.
• To provide customer support, investigate disputes, maintain safety, prevent fraud, and enforce platform policies.
• To comply with legal, regulatory, accounting, tax, security, and dispute-resolution obligations.
• To understand aggregated usage and improve reliability, design, and user experience.

3. Aria and AI processing

Aria is a supportive AI wellness companion, not a therapist, doctor, emergency service, or replacement for professional care. Aria conversations are stored in your account so the chat experience can work and so recent context can be sent to the AI model provider. We limit the context sent to recent conversation history rather than sending your full history each time.

Do not use Aria for emergencies. If you may harm yourself or someone else, or if there is any immediate danger, contact local emergency services or a crisis helpline immediately.

4. Video calls and recordings

Video consultations are not recorded by default. Recording happens only on demand and with your explicit consent: your doctor may request a recording during the call (for example for safety, quality review, dispute handling, or compliance), and you will see an on-screen consent prompt. Recording starts only if you accept — the moment you accept is the start of the recording, and your acceptance is stored as the consent record. If you decline, the call simply continues unrecorded; your doctor may ask again, and you may decline again.

Recordings are stored privately and are not public. Access is restricted to authorized roles (your treating therapist and platform administrators) and is provided through expiring signed links. Session recordings are retained for 90 days after the session and then automatically deleted, unless longer retention is required for a legal, safety, fraud, payment, or dispute matter.

5. Sharing of data

• Therapists: we share patient booking and consultation information with the therapist selected by the patient, as needed to provide care.
• Patients: we show therapist profile, rating, experience, pricing, and availability information needed for booking decisions.
• Service providers: we use infrastructure, storage, email, authentication, analytics, payment, and AI model providers to operate the platform.
• Payments: payment processing is handled through Razorpay or another disclosed payment processor. Payment processors process payment details under their own applicable terms and security standards.
• Legal and safety: we may disclose data when required by law, court order, regulatory request, fraud investigation, safety concern, or to enforce our rights.

We do not sell personal data.

6. Data storage and security

We use reasonable technical and organizational safeguards, including HTTPS, private storage for sensitive uploads, role-based access controls, password hashing, expiring signed links where applicable, and audit records for sensitive workflows. No internet system is perfectly secure, so users should also protect their account credentials and devices.

7. Retention

• Account and transaction records are retained while your account is active and as long as needed for legal, tax, accounting, security, dispute, or legitimate platform purposes.
• Support tickets and appointment records are retained to support user service, refunds, disputes, safety, and compliance.
• Aria and chat messages remain associated with your account unless deletion is requested and legally permitted.
• Session recordings (made only with your in-call consent) are automatically deleted after 90 days, subject to the exceptions described above.

8. Your rights and choices

Subject to applicable law, including India's Digital Personal Data Protection framework where applicable, you may request access, correction, deletion, grievance redressal, or withdrawal of consent for personal data processing. Some requests may be limited where retention is necessary for legal, accounting, security, fraud-prevention, dispute, or platform-integrity reasons.

To exercise rights or raise a privacy grievance, contact us at support@myserenity.in.

9. Children

Serenity is intended for adults. Patient accounts require date of birth. If services are made available to minors in the future, they must be used only with valid parent/guardian consent and any additional protections required by law.

10. Changes to this policy

We may update this Privacy Policy as the platform, law, or operational requirements change. Material changes will be reflected on this page and, where appropriate, notified through the platform.

11. Contact

myserenity.in, Kharagpur, West Bengal, India. Email: support@myserenity.in.