Terms & Conditions

These Terms & Conditions ("Terms") govern access to and use of myserenity.in and related Serenity services ("Platform"). By creating an account, booking a session, joining a call, making a payment, or otherwise using the Platform, you agree to these Terms.

1. Nature of Serenity

Serenity is a technology platform that helps patients discover and book independent mental-health professionals. Serenity is not itself a hospital, clinic, emergency service, insurer, or provider of medical diagnosis or treatment.

Therapists and other professionals on the Platform are independent providers. Any therapeutic, counselling, medical, or clinical relationship is between the patient and the selected professional.

Serenity operates as an aggregator marketplace. The consultation charge for a session is set by and payable to the therapist. Serenity charges a separate platform fee (a standard, dynamic percentage of the consultation fee) for facilitating discovery, booking, payments, and technology, and GST applies on that platform fee. The amounts are collected together at booking and itemised on your invoices.

2. Not for emergencies

Serenity, Aria, support tickets, chat, and scheduled consultations are not emergency services. If you believe you may harm yourself or someone else, or there is immediate danger, contact local emergency services, a crisis helpline, or the nearest hospital immediately.

3. Eligibility and accounts

• You must provide accurate account information and keep it updated.
• Patient accounts require date of birth and gender for safety and context. These fields may be immutable after onboarding.
• You are responsible for maintaining confidentiality of your login credentials and for activity under your account.
• We may suspend or restrict accounts involved in fraud, abuse, harassment, impersonation, security misuse, payment misuse, or violation of these Terms.

4. Therapist profiles and verification

• Therapists must provide accurate qualifications, credentials, experience, and verification documents.
• Admin approval allows a therapist profile to appear on the Platform, but does not make Serenity the therapist's employer, principal, or clinical supervisor.
• Serenity may approve, reject, suspend, delist, or request additional information from therapists to protect users and platform integrity.

5. Bookings, sessions, and conduct

• Patients may book available slots shown on the Platform and pay for each booking at the time of booking.
• Users must join sessions on time and behave respectfully. Harassment, threats, discriminatory conduct, attempts to solicit off-platform payments, or sharing prohibited contact details may lead to account restrictions.
• Therapists are responsible for professional judgement, advice, documentation, and compliance with laws and ethical obligations applicable to their practice.
• Users should not rely on Platform content as a substitute for emergency care, diagnosis, or treatment from a qualified professional.

6. Video calls and recording notice

Video consultations are not recorded by default. During a call, the therapist may request a recording (for safety, security, quality, dispute handling, or compliance); the patient sees an on-screen consent prompt and recording starts only if the patient accepts. Declining does not affect the consultation — the call continues unrecorded.

Recording files, if produced, are stored privately and retained for 90 days according to the Privacy Policy, then automatically deleted.

7. Aria AI companion

Aria is an AI wellness companion for reflection and self-regulation support. Aria is not a therapist, doctor, crisis responder, or substitute for professional care. Aria may be inaccurate, incomplete, or inappropriate for some situations. Use judgement and consult a qualified professional for clinical concerns.

8. Pricing, payments, and invoices

• You pay for each booking at the time of booking. The amount comprises the therapist's consultation fee, a platform fee charged by Serenity, and GST on the platform fee.
• The full breakdown is shown before payment. The consultation fee is GST-exempt; GST applies to the platform fee only.
• The platform fee percentage is standard but dynamic and may vary by therapist or session type and may change prospectively. Pricing changes do not affect bookings already confirmed.
• Payments are processed by Cashfree or another disclosed payment provider. Serenity does not store full card, UPI, or banking credentials.
• Two invoices are issued per booking: a consultation invoice in the therapist's name (no GST) and a GST-compliant platform-fee invoice in Serenity's name. Both are available under your account.
• The therapist's share is settled to the therapist after the session is completed and the prescription is generated.

9. Cancellations and refunds

Cancellations, refunds, late cancellation handling, failed payments, and duplicate payments are governed by the Refund, Cancellation & Pricing Policy.

10. Reviews and ratings

Only patients who completed a consultation with a therapist may rate that therapist. Reviews must be honest and must not contain harassment, hate speech, private information, threats, spam, or false claims. Serenity may moderate reviews to protect users and comply with law.

11. Acceptable use

• Do not misuse, disrupt, scrape, reverse engineer, overload, or attempt unauthorized access to the Platform.
• Do not upload malicious files, unlawful content, or content that infringes another person's rights.
• Do not impersonate another person, create fraudulent accounts, manipulate reviews, or bypass payment/booking flows.
• Do not use the Platform to provide or seek emergency intervention.

12. Privacy

Personal data is handled according to the Privacy Policy. By using the Platform, you acknowledge the collection and processing described there.

13. Availability and changes

We aim to keep the Platform reliable, but access may be interrupted by maintenance, network issues, third-party services, security events, or operational failures. We may modify, suspend, or discontinue features where needed.

14. Limitation of liability

To the maximum extent permitted by law, Serenity is not liable for indirect, incidental, special, consequential, punitive, or loss-of-profit damages. Serenity's aggregate liability for claims relating to the Platform is limited to the amount paid by you to Serenity in the three months preceding the event giving rise to the claim.

15. Governing law and disputes

These Terms are governed by the laws of India. Subject to applicable law, courts at Kharagpur, West Bengal, India will have jurisdiction over disputes relating to these Terms or the Platform.

16. Contact

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