Legal

Privacy Policy

Last updated: October 8, 2026  ·  Effective: October 8, 2026

This policy explains what Sereno collects, why, who sees it, and what you can ask us to do about it. We've tried to write it in plain English.

1. Who we are

Sereno is operated by Book Sereno LLC ("Sereno," "we," "us"). You can reach us at info@booksereno.com.

This policy covers our website, our booking process, and the services we arrange. It applies to clients, to therapists who apply or work through Sereno, and to partners such as property hosts.

2. What we collect

From clients

• Contact details, name, mobile number, email address.
• Service address and access details, the address where your session takes place, plus gate codes, apartment numbers, parking notes, and whether there are pets or stairs.
• Gender. Collected because some providers set preferences about who they work with, usually for their own safety. It is used to show you the providers genuinely available to you and for nothing else. It is not shown to providers, not used for advertising, and not sold.
• Booking details, service, length, date, time, preferences, and the history of sessions you've booked.
• Payment information, processed by our payment processor. For each card you save we receive a confirmation, the card type, the last four digits and the expiry date, which is what lets you tell your own cards apart. We never receive or store your full card number. You can hold more than one card and say which pays for sessions and which pays for a membership, and you can remove any of them at any time.
• Health information you choose to share (see section 4, which is about that specifically.
• Communications, texts, emails, calls, and messages with us or with your therapist through our systems.
• Website and device data, IP address, browser, pages viewed, and how you found us, through cookies and analytics.

From therapists who apply

• Name, contact details, and the city you work from.
• Professional credentials, license number and state, insurance certificate, certifications, years in practice, modalities.
• Background check results, obtained through a third-party screening provider with your separate written authorization.
• Payment and tax details, collected directly by our payment processor, which handles identity verification, bank details, and tax forms. We do not receive or store your Social Security number or bank account numbers.
• Google Calendar access, if you choose to connect one, covered in full in section 5. In short: the times you are busy, never the contents of your events.
• Profile content you provide for publication, photo, bio, hobbies, achievements, goals. This is published only with your written consent and you can withdraw it at any time.

From partners

Business name, contact details, property information, market, and payment details for commissions, handled by our payment processor as above.

3. How we use it

• To arrange and deliver your session, matching you with a licensed therapist, confirming, reminding, and getting them to the right door.
• To take payment and pay therapists and partners. Payment is normally taken after a session has happened. If you choose to pay at booking, to spread the cost, it is taken then instead and we say so before you choose.
• To verify credentials, checking licenses against state boards and confirming insurance is current.
• For safety, verifying identity on both sides, responding to incidents, and keeping records of what happened if something goes wrong.
• To communicate with you about a booking, and, only if you've agreed, about offers and news.
• To improve the service and understand where demand is.
• To meet legal obligations, including tax reporting and responding to lawful requests.

We do not sell your personal information, and we do not share it with third parties for their own advertising.

4. Health information: we do not collect it

If something about your health matters for your session, you tell your provider directly, in person, at your appointment. They are a licensed professional and that conversation is part of their practice. Any notes they keep are their own professional records, kept by them under the rules of their licence, not collected by Sereno and not stored in our systems.

Please do not send medical details through our website, our forms, by text, or by email. If you do send something anyway, we will not add it to your record and we will ask you to raise it with your provider instead.

This is deliberate. The safest way to protect health information is not to hold it.

5. Google Calendar, for therapists who connect one

Therapists may connect a Google Calendar so that Sereno does not offer a client a time they are already busy. This is entirely optional. Nobody has to connect a calendar to work with Sereno, and disconnecting it does not affect anything else about their account.

The permissions are asked for separately and each one can be refused or withdrawn on its own:

• Seeing when you are busy. We use Google’s free/busy service, which returns start and end times and nothing else. We do not receive, and cannot see, the titles of your events, who is attending them, where they are, or what they say. What we store is a list of times you are unavailable. The permission we ask Google for is calendar.freebusy, which is the narrowest one that service accepts. It does not let us open a calendar and read it.
• Writing requested sessions to your calendar. Only if you allow it. Sereno creates events for sessions you have been offered or have accepted, so they appear alongside the rest of your day. We do not read, change or delete anything we did not create. The permission we ask Google for is calendar.events.owned, which covers only calendars you own, and only the three actions we actually perform — creating an event, updating one we created, and removing one we created.
• Keeping a record of how far you drive. Only if you allow it. This is used for your own earnings and mileage reporting, and it needs no Google access at all.

What we keep. The connection itself, stored encrypted; the email address of the connected account, so you can see which one it is; and the busy times described above. Calendar data is used only to schedule your work. It is never sold, never used for advertising, never used to build a profile of you, and never shown to clients or to other therapists. It is never used to develop, train or improve any artificial intelligence or machine learning model, whether ours or anybody else’s, general-purpose or otherwise. No person at Sereno reads it; the only exceptions would be a therapist asking us for help with her own calendar, a security investigation, or a legal obligation.

Turning it off. Disconnecting from your calendar page deletes the stored connection and every busy time we hold, immediately. You can also revoke Sereno’s access directly from your Google account at any time, at myaccount.google.com/permissions; we treat that the same way and stop syncing.

Sereno’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

6. Who we share it with

Your therapist

Your full street address is shared only after a therapist has accepted your session. Before that, they see only the general area. Once assigned, they receive your name, address, access notes, and contact number: what they need to arrive and work safely. Nothing about your health, because we do not hold anything about your health.

Before accepting, a provider sees enough to make an informed decision about whether to take the booking: your first name, the general area, the service requested, and whether your identity has been verified. Your full address and contact details follow only once they have accepted.

Service providers who run parts of our operation

• Payment processing, to charge cards and pay therapists.
• Text and email delivery, for confirmations and reminders.
• Customer and booking management, our CRM.
• Mapping and address lookup, to validate addresses and estimate travel.
• Background screening, for therapist applicants only.
• Analytics and hosting.

Each is contractually limited to using your information to provide that service to us.

Everyone else

We share information when the law requires it, when we need to protect someone's safety, or if the business is ever sold or merged, in which case we'll tell you.

7. Text messages

If you give consent, we'll text you about your booking, confirmations, therapist details, reminders, and changes. Message and data rates may apply, frequency varies, and you can reply STOP at any time to opt out or HELP for assistance. Opting out of texts doesn't remove your booking; we'll reach you another way.

Consent to marketing texts is never a condition of booking. Consent to booking-related texts can be withdrawn, though it may make coordinating your session harder.

We do not share your mobile number with third parties for their own marketing, and we do not sell it.

8. Cookies and analytics

Our site uses cookies to keep it working, to remember your preferences, and to understand how people use it.

This site runs on GoHighLevel, which records basic usage information on our behalf: pages viewed, roughly where in the world a visit came from, and which link brought you here. We use it to see which pages are useful and which areas are asking for us.

We do not run advertising or cross-site tracking pixels, and we do not sell or share your personal information for cross-context behavioural advertising. If that ever changes, this policy changes first.

You can block cookies in your browser, though parts of the site may stop working properly. We honor Global Privacy Control signals where our systems support them.

9. How long we keep it

• Booking and payment records, 7 years, to meet tax and accounting obligations.
• Therapist credential records, for the length of engagement plus 4 years.
• Safety and incident records, 7 years.
• Marketing contacts, until you opt out.

10. How we protect it

Encryption in transit and at rest, access limited to people who need it, credential documents in private storage behind expiring links, and administrative access to sensitive records logged. Payment and identity data sit with our payment processor, not with us.

No system is perfectly secure. If a breach affects your information, we'll notify you as required by Arizona and Florida law.

11. Your choices

You can ask us to:

• Tell you what we hold about you.
• Correct it if it's wrong.
• Delete it, subject to records we're legally required to keep.
• Stop marketing to you, always, immediately.
• Withdraw consent to publishing your therapist profile.

Email info@booksereno.com and we'll respond within 30 days. We may need to verify who you are first.

These rights are offered to everyone we serve, whether or not a specific state law requires it.

12. Children

Our website isn't directed at children and we don't knowingly collect information from anyone under 13. Sereno is for adults: we do not provide services to anyone under 18, and we do not accept bookings made on a minor's behalf. If you believe a child has given us information, email info@booksereno.com and we will delete it.

13. Changes to this policy

If we change it, we'll update the date at the top. For significant changes affecting how we use your information, we'll tell you directly.

14. Contact us

Questions about this policy, or about your information:
info@booksereno.com