Serenity Platform Terms and Conditions

1. General Provisions

1.1. These Terms and Conditions of the Serenity platform (hereinafter: Terms) govern the rules of access to and use of the Serenity online platform available through domains and subdomains operated by Serenity d.o.o. (hereinafter: Platform), as well as the rules for booking appointments, payment, cancellation, publication of specialist profiles, user accounts, and other rights and obligations between Serenity d.o.o. and Platform users.

1.2. The Platform is operated by: Serenity d.o.o., Kliški put 11, 21210 Solin, Republic of Croatia, OIB: 51521935414, Email: info@serenity.hr

1.3. By using the Platform, the user confirms that they are familiar with these Terms, understand them, and accept them. If the user does not accept these Terms, they may not use the Platform.

1.4. These Terms constitute a legally binding agreement between Serenity d.o.o. and the user with respect to the part in which Serenity provides an information society service, a digital platform, search functionalities, specialist selection, appointment booking, payment organisation, and related administrative functionalities.

1.5. These Terms do not govern the content of professional counselling, psychotherapy, psychological, educational, or other expert work as such, except where a particular matter is expressly regulated by these Terms.

2. Definitions

For the purposes of these Terms, the following terms have the following meanings:

Serenity means Serenity d.o.o. as the provider of the information society service and the operator of the Platform.

Platform means the Serenity online and/or mobile digital service through which users can browse specialist profiles, book appointments, make payments, and use other available functionalities.

User means any natural person who accesses the Platform, browses content, creates an account, or uses any of the Platform's functionalities.

Client means a user who books an appointment with a specialist via the Platform.

Specialist means a natural or legal person, or sole trader, who offers their professional services to users via the Platform, including psychotherapists, psychologists, counsellors, and other profiles approved by Serenity for publication on the Platform.

Appointment means a reserved time slot for an online or other form of consultation/service that is published via the Platform.

Specialist's Service means the professional service provided to the user by the specialist, for whose content, professional suitability, professional standards, and lawfulness the specialist is responsible, except where expressly stated otherwise.

3. Nature of the Platform Service

3.1. Serenity operates a digital platform that connects users with specialists and enables profile browsing, specialist comparison, appointment booking, payment organisation, and related administrative functionalities.

3.2. Serenity is not a healthcare institution, hospital, or emergency medical service provider. The Platform is not intended for emergency conditions, crisis situations, suicidality, immediate danger to life or health, nor for situations requiring urgent medical or psychiatric intervention. In such situations, the user must immediately contact emergency services, the relevant healthcare institution, or another appropriate form of immediate assistance.

3.3. Serenity verifies the formal qualifications of specialists before approving the publication of profiles on the Platform, including verification of diplomas, certificates, and other submitted credentials. Such verification does not constitute a guarantee of therapeutic outcome, suitability of any particular specialist for every user, nor an assumption of professional responsibility for the content of the specialist's work.

3.4. Serenity does not provide medical diagnoses, does not prescribe therapy, does not provide crisis intervention, and does not assume responsibility for the professional decisions of specialists in their work with clients.

3.5. Serenity does not participate in the content of communication between client and specialist, has no access to the content of sessions, messages, or documents that the client and specialist exchange with one another outside the Platform's general administrative functionalities, and does not record sessions.

4. Contractual Relationships

4.1. Use of the Platform may give rise to separate legal relationships, namely:

• a) the relationship between the user and Serenity regarding use of the Platform, the user account, the booking system, payment organisation, customer support, and other digital functionalities,
• b) the relationship between the client and the specialist regarding the professional service itself, its content, professional assessment, appointment, suitability, and execution.

4.2. The specialist independently determines the price of the appointment and is responsible for the content and professional execution of the service provided to the client.

4.3. Serenity organises and technically enables the payment process via contracted payment providers. The manner of issuing invoices, billing, internal allocation of amounts, and commission between Serenity and the specialist is governed by separate contractual and accounting/tax arrangements between Serenity and the specialist. The user hereby acknowledges that payment for appointments is processed via the Platform in accordance with the process shown before booking confirmation.

4.4. If a particular service, market, cooperation model, or user category has an applicable separate agreement, special offer, separate price list, or special terms, those shall prevail over these Terms to the extent they are expressly different.

5. Registration and User Account

5.1. To use certain Platform functionalities, the user must open a user account.

5.2. When opening a user account, the client provides at least their first name, last name, and email address. Serenity does not guarantee or verify the client's identity in every case, except where such verification is required for security, abuse prevention, legal obligation, or dispute resolution.

5.3. The user is required to provide accurate, complete, and up-to-date data to the extent necessary for using the Platform. The user is responsible for all activities carried out via their user account, unless they notify Serenity without delay of unauthorised use or a security incident.

5.4. It is prohibited to share access credentials with third parties, use someone else's account without authorisation, circumvent security measures, or open fraudulent accounts for the purpose of fraud, disrupting the Platform, or other abuses.

5.5. Serenity may temporarily restrict or permanently terminate a user account if the user violates these Terms, applicable regulations, third-party rights, or the Platform's security rules, in particular in cases of fraud, hate speech, threats, harassment, impersonation, attempts to extort refunds contrary to the Platform's rules, or other serious abuses.

6. Minors

6.1. At the time of acceptance of these Terms, the Platform is primarily intended for adults.

6.2. Use of the Platform by a minor may only be enabled after Serenity establishes a special technical and organisational model of registration and use for minors, in which the account is opened and managed by a parent or other legal representative of the minor.

6.3. Until such a special model is officially published and activated on the Platform, minors may not independently open an account or use the Platform.

6.4. When the special model for minors is activated, additional rules, informational notices, and any specific parental/guardian consent forms will be published as a supplement to these Terms.

7. Appointment Booking

7.1. The user can browse specialist availability and request to book an appointment via the Platform.

7.2. A booking is considered received when the user completes the booking process and receives the corresponding confirmation on the Platform and/or by email, depending on the technical flow of the process.

7.3. Serenity and the specialist reserve the right to refuse or cancel a booking in the event of obvious technical error, double booking, force majeure, abuse, security risk, or other justified reasons.

7.4. As part of the booking, only the client's first and last name are disclosed to the specialist, unless the user subsequently and independently shares additional data within the communication itself or during the session.

8. Pricing, Billing, and Commission

8.1. The price of the appointment is determined by the specialist and must be clearly displayed on the Platform before booking confirmation.

8.2. Payment is processed via the contracted payment provider that Serenity uses to handle the transaction.

8.3. Serenity retains a commission on B2C transactions in the amount established by the agreement between Serenity and the specialist. This commission does not change the price displayed to the client, unless expressly stated otherwise before the contract is concluded.

8.4. Serenity may use external providers for billing, fiscalisation, e-invoicing, or accounting support. The user accepts that data necessary for processing payments and issuing invoices are processed to that extent.

8.5. Serenity does not store full payment card data if such data are processed directly by the contracted payment provider.

9. Cancellation, Rescheduling, and Refunds

9.1. Serenity's standard cancellation rules set out below in this article apply to all appointment bookings, unless a different rule is expressly stated on a specific specialist's page or in the booking interface. The rule displayed at the time of booking confirmation forms an integral part of the contractual relationship for that booking.

9.2. Standard refund rules for cancellations by the user:

• More than 48h → 100% refund
• Between 24 and 48h → 50% refund
• Less than 24h / no-show → no refund

Time limits are calculated from the moment of receipt of written notice of cancellation (via the Platform interface or by email to info@serenity.hr) until the scheduled start of the appointment. The user is responsible for sending notice in good time.

9.3. Rescheduling an appointment (to a different date/time) is treated as cancellation of the existing booking and a new booking. The same rules as for cancellation under art. 9.2 apply to a reschedule request, depending on the time remaining until the original appointment at the time the reschedule request is received.

9.4. In the case of a no-show (the user does not attend the appointment without prior cancellation), the rule from the last row of the table in art. 9.2 applies — no refund. This information is displayed to the user before each booking confirmation.

9.5. Serenity processes refunds in accordance with these rules without undue delay, and at the latest within 14 days of receiving notice of cancellation, using the same payment method by which the user made the payment, unless the user has expressly agreed otherwise.

9.6. The above cancellation rules apply to consumer contracts subject to the mandatory provisions of the Consumer Protection Act, including the statutory right of unilateral termination described in art. 10 of these Terms. To the extent the consumer's statutory right to a refund is more favourable than the rules in this article, the statutory right shall apply.

9.7. In the event of a justified technical issue on the part of the Platform or specialist that prevented the appointment from being held, Serenity will, depending on the circumstances of the case, offer the user a new appointment, a voucher, or a full refund, regardless of the standard cancellation rules.

10. Consumer's Right of Unilateral Termination

10.1. Where the user is a consumer within the meaning of applicable regulations, before concluding a distance contract they shall receive the appropriate pre-contractual information to the extent applicable to the specific service.

10.2. The right of unilateral termination may depend on the nature of the specific service, the moment performance begins, whether the consumer has expressly requested that performance begin within the termination period, and whether the service has been performed in full. Applicable information thereon is provided to the user before the booking is completed and forms part of the contracting process.

10.3. If the consumer has the right of unilateral termination for a specific service, Serenity will, before the contract is concluded, provide them with appropriate notice of the deadline, the manner of exercising that right, and, where necessary, a termination form on a durable medium or in another appropriate form.

10.4. If an exception to the right of unilateral termination applies to a specific service, including the case where performance of the service has begun at the consumer's express request before expiry of the termination period, the user shall be clearly informed of this before the contract is concluded.

11. Reviews and Ratings

11.1. The Platform may allow users to leave ratings and/or reviews of specialists.

11.2. Serenity uses anonymous reviews, that is, displays without user identification, and may, where necessary, display only non-identifying elements such as a verified-appointment marker, initials, an anonymised user identifier, or a similar technical marker, depending on the Platform's design.

11.3. The user undertakes that reviews shall not contain hate speech, insults, defamation, threats, health data, personal data of third parties, business secrets, unlawful content, or content unrelated to actual experience of using the service.

11.4. Serenity may remove or restrict the display of a review that violates these Terms, applicable regulations, or the rights of third parties.

12. Specialist Ranking

12.1. The Platform may display and rank specialist profiles according to predefined parameters.

12.2. The main parameters that may affect the order of display include in particular: relevance to the user's search and filters, appointment availability, profile quality and completeness, number of completed appointments or hours of work on the Platform, average user rating, response rate, timeliness of profile updates, and other legitimate technical or qualitative criteria.

12.3. Ranking does not represent a recommendation that a specific specialist is objectively the best for every user, but rather an informational display based on the Platform's parameters.

13. Prohibited Use

13.1. The user is prohibited from:

• a) using the Platform contrary to the law, good practice, or these Terms,
• b) submitting or disseminating unlawful, threatening, insulting, discriminatory, or misleading content,
• c) infringing intellectual property rights, the right to privacy, or other rights of third parties,
• d) attempting to gain unauthorised access to the Platform's systems, accounts, data, or code,
• e) using automated means, scraping, bots, or other tools that disproportionately burden the Platform without prior written authorisation,
• f) circumventing the Platform's security, billing, or identification mechanisms,
• g) using the Platform for spam, false advertising, recruiting, redirecting users outside the Platform contrary to cooperation rules, or other abuses.

14. Reporting Unlawful Content and Rights Violations

14.1. If a user or third party considers that unlawful content or content infringing the rights of third parties has been published on the Platform, they may submit a report to: info@serenity.hr.

14.2. The report should, as far as reasonably possible, contain:

• a) a sufficiently precise explanation of why the submitter considers the content unlawful,
• b) the exact location of the content on the Platform (e.g. link, profile name, content description),
• c) the name and email address of the submitter, except where the report can lawfully be submitted anonymously,
• d) a statement that the submitter believes in good faith that the claims are accurate and complete.

14.3. Serenity will process the report within a reasonable time and, depending on the circumstances of the case, take appropriate measures including removing content, restricting access, requesting additional information, or rejecting a manifestly unfounded report.

14.4. Serenity may decide on the removal of content, restriction of visibility, account suspension, or other measures where there is a legal or contractual basis for doing so.

14.5. The user to whom a measure applies may request additional reasoning via info@serenity.hr.

15. Platform Availability and Technical Issues

15.1. Serenity strives to keep the Platform available and secure but does not guarantee that the Platform will be available without interruption, errors, or delays at all times.

15.2. Serenity reserves the right to temporarily suspend part or all of the Platform's functionalities for maintenance, upgrades, security reasons, technical issues, or other justified reasons.

15.3. To hold online appointments, the Platform may use its own or external communication tools. Currently, Google Meet is used for video calls. The user accepts that the technical solutions of third-party providers may be used to deliver appointments.

16. Intellectual Property

16.1. All content of the Platform, including texts, design, graphics, databases, functionalities, trademarks, logos, source code, and other copyright- or industrial-property-protected works, belongs to Serenity and/or its licensors, except for content published by specialists or other authorised users.

16.2. The user is granted a limited, revocable, non-transferable, and non-exclusive right to use the Platform exclusively for its usual purpose in accordance with these Terms.

16.3. It is prohibited to copy, distribute, adapt, decompile, communicate to the public, or otherwise use the Platform's content beyond permitted use without the prior written authorisation of the rights holder.

17. Liability

17.1. Serenity is liable for the proper provision of its own Platform service within the limits of mandatory regulations and these Terms.

17.2. To the maximum extent permitted by law, Serenity is not liable for:

• a) the professional content, expert assessments, working methods, communication, conduct, or omissions of specialists,
• b) the therapeutic or other professional outcome,
• c) decisions made by users on the basis of specialist selection,
• d) interruptions, delays, or problems caused by external service providers, the user's internet connection, the user's equipment, or force majeure.

17.3. Nothing in these Terms excludes or limits liability that, under applicable law, cannot validly be excluded or limited, in particular liability for intent, gross negligence, injury to life or body, and consumer rights of a mandatory nature.

18. Privacy and Personal Data Protection

18.1. Information on the processing of personal data is contained in Serenity's Privacy Policy, which is an integral informational document related to the use of the Platform.

18.2. By using the Platform, the user confirms that they are familiar with the Privacy Policy. Acceptance of the Privacy Policy does not constitute an independent legal basis for any processing of personal data; processing is carried out on the appropriate legal bases stated in the Privacy Policy itself.

19. Changes to the Terms

19.1. Serenity may amend or supplement these Terms in order to comply with the law, change of business model, Platform functionalities, security reasons, or other justified reasons.

19.2. The updated version will be published on the Platform with the date of entry into force.

19.3. For users with an open account, material changes may additionally be communicated by email or through the user interface where appropriate.

20. Governing Law and Dispute Resolution

20.1. These Terms are governed by the law of the Republic of Croatia, unless the application of mandatory regulations of the consumer's country of habitual residence affords the consumer a higher level of protection.

20.2. The parties shall endeavour to resolve disputes amicably.

20.3. For disputes that cannot be resolved amicably, the court of competent jurisdiction in the Republic of Croatia shall have jurisdiction, provided that this provision shall not apply in a manner that would deprive the consumer of the protection guaranteed by the mandatory rules of the applicable consumer law.

20.4. The consumer may also use other rights-protection mechanisms available to them under applicable regulations on alternative consumer dispute resolution.

21. Contact

For questions, complaints, reports of violations, or requests related to use of the Platform, the user may contact:

• info@serenity.hr

22. Entry into Force

These Terms enter into force on the day of their publication on the Platform, unless a different date of entry into force is expressly stated upon publication.