Effective date: 27 September 2026
This Privacy Policy explains how Sereneo (“Sereneo”, “we”, “us” or “our”) processes personal information when you visit our website, contact us, book a consultation, communicate with us, or use our AI and automation services.
Sereneo is intended to operate in accordance with applicable South African privacy and electronic communications law, including the Protection of Personal Information Act 4 of 2013 (POPIA), the Consumer Protection Act 68 of 2008 (CPA), and other applicable law. This notice is intended to explain our practices; it is not a substitute for legal advice.
1. Information we may collect
Depending on how you interact with us, we may collect:
- name, business name and job or business role;
- email address and telephone/mobile number;
- appointment and consultation details, including date, time and meeting information;
- information you provide about your business, customers, workflows, systems and automation requirements;
- communications you send to us, including enquiries and replies to email, SMS, WhatsApp or other channels where applicable;
- information generated through our client relationship management, appointment and workflow systems;
- technical information such as IP address, browser/device information, pages visited and approximate usage information where collected through hosting, analytics, security or similar technologies; and
- information you voluntarily provide when using our services.
2. How we use personal information
We may process personal information to:
- respond to enquiries and provide requested information;
- schedule, confirm, reschedule and manage consultations and appointments;
- provide, configure, support and improve our AI and automation services;
- communicate with clients and prospective clients about services, account or project matters;
- send service-related notifications and communications;
- send direct marketing where permitted by law and where the required consent or other lawful basis exists;
- maintain records, manage contracts, invoices and payments, prevent abuse and protect our systems;
- measure and improve our website, services and customer experience; and
- comply with legal, regulatory, tax, accounting or other lawful obligations.
3. Bookings and communications
When you book a consultation, your booking information is processed through our scheduling and CRM technology provider. This may include your name, email address, phone number, appointment details and information you submit during booking. We use this information to administer the appointment and provide related communications.
Where you contact us by email, phone, SMS, WhatsApp or another channel, we may retain the communication and relevant contact details so that we can respond and maintain an appropriate business record.
4. AI, automation and third-party services
Sereneo uses third-party technology providers to deliver parts of its website, CRM, scheduling, communications, AI and automation services. Depending on the service being provided, these providers may process personal information on our behalf or as separate service providers.
Examples may include hosting providers, CRM and workflow platforms, appointment scheduling platforms, email/SMS/voice providers, AI or software platforms, analytics providers, payment providers and professional advisers.
We seek to use service providers that provide appropriate safeguards and only share information reasonably required for the relevant purpose. Where information is transferred outside South Africa, we take steps required by applicable law concerning cross-border transfers.
5. Direct marketing, SMS, voice and WhatsApp
Sereneo may provide clients with automated lead follow-up, SMS, voice, WhatsApp, email and reputation-management workflows. The fact that a telephone number or email address is collected does not by itself give Sereneo permission to send unrestricted marketing communications.
We will process personal information for unsolicited electronic direct marketing only where permitted by applicable law, including the requirements relating to consent, existing customer relationships, identification of the sender and opt-out mechanisms. Service or transactional messages, such as appointment confirmations and reminders requested as part of a booking, may be treated differently from promotional marketing.
If you no longer want marketing communications from us, you may opt out using the mechanism provided in the communication or contact hello@sereneo.agency. We will take reasonable steps to honour valid opt-out requests.
6. Information you provide about other people
If you provide Sereneo with another person's personal information, including a customer or employee's telephone number or email address, you are responsible for ensuring that you have a lawful basis and any required permissions to provide that information and instruct us to process it.
Where Sereneo processes personal information on a client's instructions as part of an automation service, the client may remain responsible for the lawful collection and use of that information, while Sereneo processes it in accordance with the applicable service arrangement and instructions.
7. Data retention
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, to provide services, maintain business records, resolve disputes, enforce agreements, meet legal or regulatory obligations, or otherwise as permitted by law.
8. Security
We use reasonable technical and organisational measures designed to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction. No internet or information system can be guaranteed to be completely secure.
9. Your rights
Subject to applicable law, you may have rights to request access to personal information we hold about you, request correction or deletion where appropriate, object to certain processing, withdraw consent where processing is based on consent, and exercise other rights available under POPIA or other applicable law.
To make a privacy request, contact hello@sereneo.agency. We may need to verify your identity before processing a request and may rely on lawful exceptions where the law permits or requires us to refuse a request.
10. Cookies and similar technologies
Our website may use cookies or similar technologies where necessary for functionality, security, analytics or performance. Third-party services embedded or linked from the website may also use their own technologies. You can control certain cookies through your browser settings, although disabling some technologies may affect functionality.
11. Children's information
Our services are directed at businesses and adults. We do not knowingly seek to collect personal information from children through this website. If you believe a child has provided personal information to us, please contact us.
12. Changes to this policy
We may update this Privacy Policy when our services, technology or legal obligations change. The latest version will be published on this page with its effective date.
13. Contact
For privacy questions, requests or concerns, contact:
Sereneo
hello@sereneo.agency