Terms and Conditions - Serena App
Updated: September 12, 2024
1. About the Platform: Serena App is a global platform that offers emotional well-being support, helping users manage stress, improve sleep, and enhance overall well-being through a chatbot integrated with WhatsApp, using Cognitive Behavioral Therapy (CBT)-based techniques. The platform is available 24 hours a day, 7 days a week, offering immediate and personalized support in various regions.
2. User Responsibility: The user is responsible for interacting appropriately with the chatbot and following the proposed guidelines. The use of Serena App does not replace medical or psychotherapeutic treatment, and the app is not responsible for damages resulting from misuse of the platform or failure to follow the chatbot's recommendations.
3. Platform Limitations:
3.1. Message Content: The chatbot provides support focused on emotional well-being, stress management, and improving sleep quality, but does not provide medical diagnosis or treatment.
3.2. Medical Advice: Serena App should not be used as a substitute for professional health advice. In emergency situations, the user must seek immediate medical assistance.
3.3. Availability: Although Serena App is available 24/7, technical or service interruptions may occur due to maintenance or unforeseen circumstances.
4. Target Audience and Exclusions: Serena App is not suitable for users with severe mental health conditions, and we recommend that such users seek help from a doctor or psychotherapist or contact local emergency services.
5. Global Registration and Usage:
5.1. Registration: To use the paid services, users must register with a valid phone number and provide true and accurate information.
5.2. Account Protection: The user is responsible for protecting their login credentials. In case of unauthorized use, they must notify Serena App immediately.
5.3. Accuracy of Information: The user must provide truthful information. False data may result in exclusion from the service.
6. Prices, Billing Model, and Payment:
6.1. Prices: Serena App services are based on a credit or subscription model, with price details and credit usage specified directly in the platform. Prices may vary by region and include taxes where applicable.
6.2. Payment Method: Serena App provides global payment methods, and the user is responsible for ensuring payment information is correct.
6.3. Self-Payment: Serena App operates exclusively on a self-payment basis.
7. User Rights and Cancellation:
7.1. Cancellation: The user can request account cancellation at any time by sending an email to [email protected] or directly through the platform using the "Cancel Account" option.
7.2. Refund Policy:
7.2.1. Right of Withdrawal: In accordance with section 8. Right of Withdrawal, the user is entitled to a full or proportional refund of payments made, as applicable.
7.2.2. Other Cases: Outside the 14-day withdrawal period, credits or subscriptions purchased are non-refundable, except in exceptional circumstances, as assessed by the Serena App team.
8. Right of Withdrawal (Global Consumers): If the user is a consumer, they have the right to withdraw from the subscription within 14 days of the contract date, without giving any reason. To exercise the right of withdrawal, the user must inform Serena App via email before the end of the period. In the case of withdrawal:
8.1. Refund: Serena App will refund all payments made up to that point, using the same payment method as the original transaction unless otherwise agreed.
8.2. Proportional Use: If the service was used during the withdrawal period, the user will be responsible for paying a proportional amount for the services provided up to the date of withdrawal notification.
9. Data Protection and Confidentiality:
9.1. Data Protection: Serena App is committed to protecting users' personal information and complying with global data protection laws, such as the GDPR (General Data Protection Regulation) in the European Union and other applicable regulations.
9.2. Data Ownership: Data generated during chatbot interactions belongs to the user, and Serena App uses this data to improve the services provided, always respecting privacy.
9.3. Confidentiality: Confidential information shared with the chatbot will be kept confidential, except as required by law.
10. Intellectual Property Rights: The content, technology, and Serena App brand are protected by copyright and intellectual property laws. Use of the platform does not grant the user any ownership rights to the content or technology of the service.
11. Prohibitions on Misuse: The user agrees not to:Use the service for illegal or inappropriate actions;Share, disclose, or resell Serena App content;Use the service to collect data from other users or for unauthorized commercial purposes;Use automated tools to access the system.
12. Limitation of Liability:
12.1. Serena App is not responsible for direct or indirect damages arising from improper use of the platform or expectations of health outcomes, technical failures, or inability to use the service.
12.2. The service is provided "as is," and Serena App does not guarantee the accuracy or adequacy of the responses for all individual cases.
13. Global Availability and Maintenance: Serena App aims to be available globally with an annual availability rate of 95%. The platform may be subject to scheduled maintenance, and availability may vary in certain countries due to local restrictions.
14. Changes to the Terms and Conditions: Serena App reserves the right to modify or update these Terms and Conditions from time to time. Changes will be communicated to users via email or within the platform at least 6 weeks in advance. If the user continues to use the service after the changes, these will be considered accepted.
15. Jurisdiction and Applicable Law: This contract is governed by the laws of the user's country of residence, except for conflict of laws provisions. Disputes will be resolved in the courts of the applicable country, in accordance with the user's place of residence, ensuring compliance with local consumer protection laws.
16. Customer Support: Serena App provides continuous email support for questions and technical issues. Responses are guaranteed within 2-3 business days.
