Effective date: 27 September 2026
These Terms & Conditions (“Terms”) govern your use of the Sereneo website and any consultation or service you obtain from Sereneo. By using the website, booking a consultation or entering into a service agreement with us, you agree to these Terms to the extent permitted by applicable law.
1. About Sereneo
Sereneo provides AI, automation and implementation services to businesses. Services may include AI voice receptionists, lead follow-up, appointment automation, review and reputation workflows, business process automation, integrations, CRM configuration and related implementation or support.
2. Consultations and bookings
Consultations are intended to understand your business, identify potential opportunities and discuss possible solutions. Booking a consultation does not automatically create a paid service agreement unless the parties separately agree to one.
You are responsible for providing accurate booking information and attending at the agreed time. You may reschedule or cancel using the booking options provided in the confirmation, subject to any terms shown at the time of booking.
3. Services and client agreements
The exact scope, deliverables, implementation approach, fees, payment terms, timelines, responsibilities and cancellation provisions for paid services will be set out in a quotation, proposal, statement of work, order, service agreement or other written agreement where applicable. If there is a conflict between these website Terms and a signed service agreement, the signed service agreement will generally govern the relevant service to the extent permitted by law.
4. Client responsibilities
You agree to provide accurate information, timely access to systems and reasonable cooperation required to deliver the agreed services. You are responsible for ensuring that the information, contact lists, customer data, scripts, content and instructions you provide to Sereneo may lawfully be used for the intended purpose.
If you instruct Sereneo to send communications to your customers or prospects, you remain responsible for having the appropriate lawful basis, permissions, notices and opt-out processes required for your use of that customer data, except to the extent Sereneo expressly assumes a responsibility in a written agreement.
5. AI and automation services
AI and automation systems can produce errors, omissions or unexpected outputs. You remain responsible for reviewing and approving important business rules, scripts, messages, customer-facing content and automated actions before and during production use.
Sereneo will use reasonable care when implementing agreed systems, but we do not guarantee that AI outputs will always be accurate, complete, appropriate or available without interruption.
6. No guaranteed business results
Our services are intended to improve processes and create opportunities for efficiency, customer communication and growth. However, results depend on many factors outside our control, including your market, offer, staff, sales process, customer behaviour, advertising, third-party platforms and implementation decisions. We do not guarantee a particular number of leads, appointments, calls, reviews, revenue, conversion rate or other business result unless a written agreement expressly states otherwise.
7. Third-party platforms
Our services may rely on third-party platforms, including CRM, scheduling, email, SMS, voice, AI, hosting, payment and integration providers. Third-party services may change their pricing, features, policies, availability or technical requirements. Sereneo is not responsible for failures or changes caused solely by a third-party provider, although we will use reasonable efforts to assist where that falls within the agreed scope of our service.
8. Communications and marketing compliance
Where our services involve email, SMS, voice calls, WhatsApp, review requests or other customer communications, the applicable workflow must be used in accordance with relevant law, platform rules and carrier/provider requirements. Sereneo does not authorise clients to use our systems for spam, unlawful direct marketing, deceptive communications, harassment, fraud or other prohibited activity.
9. Acceptable use
You must not use the website or Sereneo services to facilitate unlawful activity, impersonation, fraud, harmful content, abusive communications, unauthorised surveillance, unlawful processing of personal information, or communications to people who have validly opted out where an opt-out is legally required to be honoured.
10. Intellectual property
Unless otherwise agreed in writing, Sereneo retains ownership of its pre-existing methodologies, templates, systems, know-how, reusable components, branding and proprietary materials. You retain ownership of your business data and materials that you provide to us. Rights to custom deliverables will be governed by the applicable proposal or service agreement.
11. Confidentiality
Each party should keep confidential information received from the other party confidential and use it only for the relevant business purpose, subject to disclosures required by law and any confidentiality agreement between the parties.
12. Fees and payment
Fees for paid services will be communicated before you are required to commit to the relevant service. Unless otherwise agreed in writing, invoices are payable according to the payment terms stated on the relevant invoice, proposal or service agreement. Sereneo may suspend services where an undisputed amount remains overdue, subject to applicable law and the agreed contract.
13. Cancellation and termination
Cancellation of a consultation is handled through the booking system. Cancellation or termination of paid services is governed by the relevant service agreement and applicable law. Nothing in these Terms limits a consumer right that cannot lawfully be excluded.
14. Website information
We try to keep the website accurate and current, but information may change and the website may contain typographical errors or descriptions that are subject to refinement. Website content is provided for general information and does not constitute legal, financial, accounting, medical or other professional advice.
15. Limitation of liability
To the maximum extent permitted by applicable law, Sereneo will not be liable for indirect, incidental, special or consequential loss arising from use of the website or services, including loss of profits, revenue, data, business opportunity or goodwill, except where such liability cannot lawfully be excluded or limited.
Nothing in these Terms is intended to exclude or limit liability for fraud, gross negligence, intentional misconduct, death or personal injury caused by negligence, or any other liability that applicable law does not permit a supplier to exclude or limit.
16. Indemnity
To the extent permitted by law, you agree to indemnify Sereneo against claims, losses or costs arising from your unlawful use of the services, your breach of these Terms, or your failure to obtain required rights or permissions for customer data or communications you instruct Sereneo to process. This does not apply to the extent the claim results from Sereneo's own unlawful conduct or a liability that cannot legally be shifted to you.
17. Privacy
Our processing of personal information is described in our Privacy Policy. By using our services, you acknowledge that personal information may be processed as described there and as required to provide the relevant service.
18. Changes
We may update these Terms from time to time. The latest version will be published on this page. Material changes to an existing paid service relationship will be handled in accordance with the applicable service agreement and law.
19. Governing law
These Terms are intended to be governed by the laws of the Republic of South Africa, subject to any mandatory consumer-protection or other legal rights that apply to a particular transaction.
20. Contact
Questions about these Terms can be sent to hello@sereneo.agency.