Serena AI Companion Terms of Use

Plain-Language Summary

This summary explains, in simple language, what these Terms of Use cover. It is not a substitute for the full Terms below.

Serena AI Companion is a wellness-focused AI companion app. It can support reflective conversations, text and audio messages, voice transcription, task reminders, gentle follow-ups, and local-first memories and history. Serena is not a regulated professional advice service, licensed provider, emergency response service, or safety-critical service. If you are in immediate danger or need urgent help, contact local emergency services or an appropriate trusted resource.

Serena provides 10 complimentary completed AI message responses once per account. After those messages, new access is annual-only: an auto-renewable annual subscription billed by the applicable store or, where the App confirms eligibility in Brazil, a one-time Pix payment that grants 12 months without automatic renewal. Prices, renewal terms, and the payment processor are shown before purchase.

You do not need to create or sign in to a Google or Apple account to start or restore a subscription. After the required consent, Serena creates a technical Firebase guest session to protect consent and purchase status. You may later choose to link Google or Apple for secure backup and access on another device; that link is optional.

Your persistent conversation history, memories, tasks, reminders, and preferences are stored locally on your device by default. To generate AI replies or transcribe audio, the message or audio needed for that request may be processed by external AI or transcription providers. By using Serena, you agree to these Terms.

Serena may offer optional secure backup. If you enable it, the App creates an encrypted backup on your device and uploads only encrypted backup data and technical metadata so you can restore on a compatible device.

1. Acceptance of These Terms

These Terms of Use (“Terms”) govern your access to and use of the Serena AI Companion mobile application and related services (“Serena”, the “App”, or the “Service”). The Service is operated by SERENA TECNOLOGIA E BEM ESTAR LTDA. (“Company”, “we”, “us”, or “our”).

By creating an account, starting a subscription, accessing the App, or using the Service, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.

We may update these Terms from time to time. If we make material changes, we will provide notice as required by applicable law. Your continued use of the Service after the updated Terms become effective means you accept the updated Terms.

2. Wellness-Only Service; No Regulated Professional or Emergency Use

Serena is designed as a wellness-focused AI companion. It may help you reflect, organize thoughts, create reminders, or engage in supportive conversation.

Serena is not:

1. A regulated professional advice service.
2. A licensed provider.
3. An emergency response service.
4. A safety-critical service.
5. A substitute for qualified human judgment in regulated, high-risk, or urgent situations.

AI-generated responses may be incomplete, inaccurate, inappropriate, or not suitable for your circumstances. You should not rely on Serena for legal, financial, safety-critical, regulated, or emergency decisions.

If you are in immediate danger, may harm yourself or others, or need urgent help, stop using the App and contact local emergency services or an appropriate trusted resource immediately.

3. Eligibility and Accounts

Serena is intended only for adults. You must be at least 18 years old to create an account, start a subscription, access the App, or use the Service. Parent or guardian consent does not authorize use by anyone under 18.

You do not need a Google or Apple login to use Serena’s core features, buy the annual store subscription, restore a store purchase, or pay with Pix. After the required consents, Serena creates a Firebase guest session with a technical identifier. It is not a social profile and does not require a name or email address. Serena does not offer a Serena email/password account system. If you deliberately choose Pix, you must provide a valid payer name before an invoice can be created. After payment is confirmed, you may optionally link the same guest session to Google or Apple to recover paid access after reinstalling Serena or changing devices.

You may voluntarily link Google Sign-In or Sign in with Apple to that guest session. Linking preserves the same technical identifier and enables optional secure backup and access on another device. It is not required to purchase or restore a subscription. If you choose to link a provider, you are responsible for maintaining access to that social account.

You are responsible for the security of your device, operating system account, lock screen, biometrics, App Store or Google Play account, and any social login you choose to link. You must notify us if you believe a linked account has been compromised.

4. Complimentary Access and Serena Unlimited

Complimentary access includes 10 completed AI message responses once per account and does not reset daily, monthly, after reinstalling the App, or after changing devices. One message counts only when Serena delivers a completed response. Errors, canceled attempts, and attempts without a completed response do not reduce the available balance.

Tasks, voice transcription, reminders, gentle follow-ups, local-first history and memories, App Lock, optional secure backup, and the ad-free experience remain available without paid access. After the 10 responses are used, additional AI responses require active annual access.

Serena Unlimited provides unlimited AI responses while annual access is active. If access expires or is revoked, Serena does not issue another set of complimentary messages and does not delete local history, tasks, reminders, memories, backup, or settings.

New store acquisition is offered only as an annual auto-renewable subscription billed by the Apple App Store or Google Play. A historical monthly store subscription remains honored according to its receipt but is not offered for new sales.

On eligible Brazilian storefronts and supported iOS versions, Serena may also offer a one-time Pix payment processed by Iugu that grants 12 calendar months of access without automatic renewal. Apple In-App Purchase remains available alongside Pix. The price, access period, renewal status, processor, and cancellation or support method are shown before confirmation.

5. Billing, Expiration, Cancellation, and Refunds

Annual store subscriptions are billed through the Apple App Store or Google Play. They renew automatically unless you cancel in the store before the renewal date shown by the store. Store billing, cancellation, and refunds are governed by the applicable store flow and mandatory law. Deleting a Serena session does not cancel a store subscription.

Pix is a one-time payment processed by Iugu and does not renew automatically. After Iugu confirms payment, Serena grants 12 calendar months of access. Serena sends Iugu the payer name you provide and the fixed operational invoice email serena@serenaapp.com; it does not send your linked-account email for this purpose. Serena does not collect or store your full card number, bank-account credentials, or Pix banking credentials.

For a store subscription, use Apple App Store or Google Play to cancel renewal or request a store-managed refund. For Pix support, an unauthorized-transaction dispute, or a refund request, contact support@serenaapp.com. A Pix payment cannot be “canceled” as a recurring subscription because it has no renewal.

As an operational consumer policy, Serena accepts a request for a full Pix withdrawal refund made within seven calendar days after authenticated payment confirmation (paidAt). This operational clock does not shorten or replace any mandatory period that applicable law calculates from another event. After that policy period, mere change of mind does not create an automatic contractual refund, but mandatory rights concerning defects, non-delivery, fraud, unauthorized transactions, or any other non-waivable legal ground remain unaffected.

6. Purchase Restoration and Account Recovery

Premium access is the aggregate of valid store entitlement information and any active Pix grant recorded by Serena’s backend. RevenueCat projects Apple App Store and Google Play receipt status and may also receive a promotional projection of a Pix grant, but that projection is not an independent payment source. A RevenueCat outage or delay does not invalidate an otherwise valid local Pix grant. The Firebase technical identifier of your guest or linked session is used to correlate access, restore store purchases, prevent duplicate grants, provide support, and meet legal, tax, accounting, reporting, dispute, and fraud-prevention obligations.

You may use the App’s Restore Purchases control without signing in to Google or Apple. The store account and applicable store rules determine whether a store purchase can be restored. Pix access remains associated with the Firebase technical identifier that created the invoice and is not restored from App Store or Google Play purchase history. A guest purchase remains available on the current device; optionally linking that same session after payment enables recovery after reinstalling Serena or changing devices. Local conversation history, memories, tasks, reminders, and preferences move to another device only through the optional encrypted-backup flow.

You may voluntarily link Google or Apple to enable secure backup and access on another device. If you explicitly sign in to a different existing Serena account, Serena does not automatically merge its data, subscription identity, or local history with the current guest session.

7. Local-First Data and Device Responsibility

Serena stores persistent conversation history, memories, tasks, reminders, and preferences locally on your device by default. This local-first design helps reduce the amount of sensitive persistent content stored on our servers.

Because this data is local by default, losing your device, deleting the App, resetting the device, or erasing local data may permanently delete local history, voice-note transcripts, memories, tasks, reminders, and preferences.

You are responsible for protecting your device and deciding whether to use device-level backups. We are not responsible for data loss caused by device loss, deletion, reset, corruption, operating system behavior, or backup settings outside Serena’s control.

Optional Secure Backup

Secure backup is optional and must be enabled by you after you voluntarily link Google or Apple. It is unavailable to a guest session. When enabled, Serena encrypts the backup package on your device before upload. The backup service is designed not to receive plaintext conversation history, memories, tasks, transcripts, preferences, Account Backup Keys, data encryption keys, recovery codes, or plaintext backup contents.

You are responsible for keeping your recovery code and account access safe. If you lose the code and no longer have an already-enabled trusted device, Serena may be unable to restore or decrypt your backup. The generated recovery code is the portable method for restoring on another device.

You may delete the remote secure backup through the App where the feature is available. Deletion removes backup metadata and starts deletion of the encrypted storage object; temporary encrypted operational residue may persist for a limited period according to infrastructure behavior.

8. AI and Transcription Processing

To provide AI replies and voice transcription, Serena may send the message, audio, and necessary request context to external AI or transcription providers. These providers process the data needed to return a response or transcript.

Audio notes used for chat transcription are processed transiently. The audio file is not stored as persistent chat history by the App; the resulting transcript may remain locally as conversation text.

We do not sell your data and we do not use ads in Serena. We do not send your persistent local conversation history, memories, tasks, or preferences to the stores for subscription management.

AI responses may be wrong, incomplete, outdated, biased, or inappropriate. You are responsible for evaluating AI outputs before relying on them or acting on them.

9. User Content

You retain ownership of the text, audio, and other content you submit to Serena (“User Content”).

You grant us a limited license to process User Content only as needed to operate the Service, including generating AI responses, transcribing audio, maintaining local app functionality, enforcing safety and security, and complying with applicable law.

You are responsible for your User Content. You must not submit content that is unlawful, harmful, abusive, infringing, exploitative, or otherwise prohibited by these Terms.

10. Acceptable Use

You agree not to misuse Serena. You must not:

1. Use Serena for emergencies, safety-critical decisions, regulated decisions, or professional advice.
2. Use Serena to harm yourself or others.
3. Use Serena to create, request, or distribute illegal, exploitative, abusive, hateful, harassing, or sexually exploitative content.
4. Use Serena to endanger children or request content involving child sexual abuse or exploitation.
5. Use Serena to create malware, bypass security, attack systems, or abuse APIs.
6. Attempt to reverse engineer, scrape, overload, resell, or misuse the Service.
7. Circumvent Firebase App Check, subscription checks, paywalls, or other access controls.
8. Use Serena to impersonate others, deceive people, violate privacy rights, or infringe intellectual property rights.
9. Use Serena in violation of applicable laws, store policies, or third-party provider policies.

The App includes or will include in-app mechanisms that allow users to report or flag AI-generated content that they believe is offensive, unsafe, inaccurate, or otherwise problematic. We may use these reports to improve safety, investigate abuse, and maintain compliance with app store policies.

We may suspend or terminate access if we believe you violated these Terms, created risk for other users, abused the Service, or used Serena unlawfully.

11. Intellectual Property

Serena, including the App, software, design, interface, brand, logos, text, graphics, features, and underlying systems, is owned by us or our licensors and is protected by intellectual property laws.

Subject to these Terms, we grant you a personal, limited, non-exclusive, non-transferable, revocable license to use Serena for your own personal, non-commercial wellness and organization purposes.

You may not copy, modify, distribute, sell, lease, reverse engineer, or create derivative works from Serena except as permitted by law.

12. Account Deletion and Local Data Erasure

Serena provides in-app controls to delete a guest session or linked account and erase local data.

Deleting a guest session removes its Firebase technical identifier and its Serena remote operational footprint, subject to legally required retention. Deleting a linked account removes or initiates removal of the Firebase Authentication account and associated account metadata, subject to provider retention and legal requirements. You may also erase local device data, including local history, voice-note transcripts, memories, tasks, reminders, preferences, and local keys.

If secure backup is enabled, you should also use the secure backup deletion control or account deletion flow that includes remote backup deletion if you want the encrypted remote backup removed.

Deleting a guest session, a linked account, or local data does not automatically refund a purchase, end an active access period, or remove financial and reporting records that Serena must retain for legal, accounting, support, fraud-prevention, restore, dispute, Apple/Google reporting, or tax purposes. Manage store renewal through Apple App Store or Google Play; contact support@serenaapp.com for Pix support and refunds.

13. Third-Party Services and Store Terms

Serena relies on third-party services, including Firebase, RevenueCat, Apple, Google, Iugu for Pix payment processing, Google Cloud Gemini for AI response generation, Cloudflare for transcription infrastructure, and operating system services. Your use of those services may be subject to their own terms and policies.

If you downloaded Serena from the Apple App Store or Google Play, the applicable store terms also apply. Apple and Google are not responsible for providing maintenance or support for Serena except as required by applicable law or store policies.

14. Disclaimers

Serena is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim all warranties, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, non-infringement, availability, accuracy, and reliability.

We do not guarantee that Serena will be uninterrupted, error-free, secure, accurate, or suitable for your needs. We do not guarantee that AI responses will be correct or helpful.

Some jurisdictions do not allow certain disclaimers, so some of the above may not apply to you.

15. Limitation of Liability

To the maximum extent permitted by law, we and our affiliates, directors, officers, employees, contractors, licensors, and service providers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of data, profits, goodwill, or other intangible losses.

To the maximum extent permitted by law, our total liability for claims related to the Service will not exceed the amount you paid for Serena Unlimited in the 12 months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited under applicable law.

16. Indemnity

To the extent permitted by law, you agree to defend, indemnify, and hold us harmless from claims, damages, losses, liabilities, costs, and expenses arising from your misuse of Serena, your User Content, your violation of these Terms, or your violation of applicable law or third-party rights.

17. Governing Law and Disputes

These Terms are governed by the laws of Brazil, except for conflict of law rules.

Courts located in Brasília, Federal District, Brazil will have exclusive jurisdiction over disputes arising from these Terms, unless applicable consumer protection law gives you the right to bring claims elsewhere.

18. Contact

For questions about these Terms, contact us at:

• Company legal name: SERENA TECNOLOGIA E BEM ESTAR LTDA.
• Registered address: Rua 17 LOTE 05 APTO 307, Brasília, SUL AGUAS CLARAS - 71940-360, Brazil (BR)
• Support email: support@serenaapp.com
• Website: https://www.serenaapp.com/en
• Terms URL: https://www.serenaapp.com/app-terms