SERENITAS — TERMS OF SERVICE

Version 1.0 — Effective Date: April 15, 2026

These Terms of Service are governed by the laws of the State of São Paulo, Federative Republic of Brazil. In the event of any conflict between translations of this document, the English-language version shall prevail.

1. IDENTIFICATION OF THE PARTIES

1.1. These Terms of Service ("Terms") govern the relationship between:

1.1.1 SERENITAS ("SERENITAS LTDA"), a privately held company organized under the laws of Brazil, with its principal office at Rua Pais Leme, 215 - Conj. 1713, CEP 05424-150, São Paulo - SP, Brazil, registered under EIN 60.753.074/0001-20 (hereinafter "SERENITAS" or the "Platform"); and

1.1.2 The User, any natural person who accesses or uses the Platform, whether as a Patient, Healthcare Professional, or Legal Guardian, as defined in Section 2.

1.2. Contact:

2. DEFINITIONS

2.1. For purposes of these Terms, the following terms shall have the meanings set forth below:

2.1.1 "Platform" — the website, mobile application, and any other digital means operated by SERENITAS for the provision of its intermediation services.

2.1.2 "User" — any natural person who accesses or uses the Platform, in any capacity.

2.1.3 "Patient" — a User who uses the Platform to search for Healthcare Professionals, schedule Appointments, communicate with Healthcare Professionals, or make payments.

2.1.4 "Healthcare Professional" — a duly licensed healthcare provider with an active license or registration issued by the applicable state licensing board or regulatory authority, registered on the Platform to offer their services.

2.1.5 "Legal Guardian" — a parent, guardian, or custodian who uses the Platform on behalf of a minor or incapacitated person.

2.1.6 "Appointment" — a healthcare consultation scheduled through the Platform, which may take place in-person, via videoconference, by telephone, or through another format agreed upon between the Patient and the Healthcare Professional.

2.1.7 "Booking" — the reservation of an Appointment through the Platform, including the selection of date, time, Healthcare Professional, and consultation format.

2.1.8 "No-Show" — the failure of a Patient to attend a scheduled Appointment without prior cancellation within the permitted timeframe.

2.1.9 "Dispute" — an internal Platform procedure for resolving disagreements between a Patient and a Healthcare Professional regarding the occurrence or billing of an Appointment.

2.1.10 "Chargeback" — a payment reversal initiated directly with the issuing financial institution, without using the Platform's Dispute channels.

2.1.11 "Split Payment" — the automatic division of the amount paid by the Patient between the Healthcare Professional and SERENITAS, processed through the Payment Provider.

2.1.12 "Personal Data" or "Personal Information" — information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular User or household.

2.1.13 "Payment Provider" — Stripe or another payment processor integrated into the Platform, responsible for processing financial transactions.

2.1.14 "Intermediation Fee" — the amount retained by SERENITAS as compensation for technological intermediation, which may be charged as a percentage of the Appointment value or as part of a subscription plan.

3. SCOPE OF SERVICES

3.1. These Terms govern access to and use of the Platform, which offers a technology intermediation service designed to:

3.1.1 Connect Patients with Healthcare Professionals for the scheduling of Appointments.

3.1.2 Facilitate advance payment of Appointments through integrated Payment Providers.

3.1.3 Provide communication, scheduling, reminder, and Appointment management features.

3.2. SERENITAS does not provide medical, diagnostic, or therapeutic services. The healthcare relationship exists exclusively between the Patient and the Healthcare Professional.

4. ACCEPTANCE OF TERMS

4.1. By creating an account on the Platform, the User represents that they have read, understood, and agree to be bound by these Terms, the Privacy Policy, and the Cookie Policy of SERENITAS.

4.2. Acceptance of these Terms is a prerequisite for use of the Platform. Any User who does not agree to these Terms must refrain from using the Platform.

4.3. By accepting these Terms, the User also agrees to be bound by the terms and policies of the Payment Provider used for processing financial transactions.

5. REGISTRATION AND USER ACCOUNT

5.1. To use the features of the Platform, the User must create an account, providing truthful, complete, current, and accurate information.

5.2. Each User may maintain only one active account on the Platform. The creation of multiple accounts by the same person constitutes a violation of these Terms and may result in the suspension or termination of all associated accounts.

5.3. The User is responsible for:

5.3.1 Maintaining the confidentiality of their login credentials.

5.3.2 Updating their registration information whenever changes occur.

5.3.3 All activities conducted through their account, except those resulting from unauthorized access that is duly proven.

5.4. SERENITAS reserves the right to request verification of the accuracy of information provided by the User at any time, and may suspend the account until verification is completed.

6. ELIGIBILITY AND MINORS

6.1. Use of the Platform is limited to individuals aged 16 (sixteen) years or older.

6.2. Users between 16 (sixteen) and 18 (eighteen) years of age may use the Platform with the consent of their parent, guardian, or Legal Guardian.

6.3. Users under 16 (sixteen) years of age may only have Appointments booked on the Platform through their Legal Guardian, who must maintain their own account and complete the Booking on behalf of the minor.

6.4. By making a Booking on behalf of a minor, the Legal Guardian represents that they possess legal authority to do so and assumes full responsibility for the use of the Platform and the minor's Personal Data.

7. BOOKING ON BEHALF OF THIRD PARTIES

7.1. The Platform allows a User to make Bookings on behalf of third parties, such as minor children, elderly family members, or persons under their care.

7.2. When scheduling an Appointment on behalf of a third party, the User represents that:

7.2.1 They have authorization from the third party or are their Legal Guardian.

7.2.2 The information provided regarding the third party is truthful and accurate.

7.2.3 They assume full responsibility for the Booking, payment, and compliance with the cancellation policy.

7.3. SERENITAS does not verify the relationship between the User and the third party for whom an Appointment is booked. Liability for unauthorized Bookings rests solely with the User.

8. NATURE OF THE PLATFORM AND MEDICAL DISCLAIMER

8.1. SERENITAS is a technology intermediation platform that connects Patients with Healthcare Professionals. SERENITAS does not, directly or indirectly, provide medical, diagnostic, or therapeutic services of any kind.

8.2. Healthcare Professionals registered on the Platform are independent practitioners or affiliated with their own entities. SERENITAS does not maintain an employment, partnership, joint venture, agency, or franchise relationship with these professionals and is not liable for their acts, omissions, diagnoses, treatments, or professional conduct.

8.3. Information available on the Platform is for informational and scheduling purposes only. It does not substitute for professional medical consultation, diagnosis, or treatment.

8.4. SERENITAS does not guarantee the availability, quality, suitability, or outcome of any service provided by Healthcare Professionals registered on the Platform.

8.5. The User acknowledges and agrees that decisions regarding their health are their sole responsibility and that they should always seek qualified professional guidance.

8.6. For telehealth Appointments scheduled through the Platform, the Healthcare Professional is solely responsible for choosing the videoconference tool, complying with applicable professional standards, and observing the telemedicine laws and regulations of the relevant state(s). The Platform does not provide telehealth infrastructure, does not record audio or video of Appointments, and does not access clinical content.

8.7. THE PLATFORM IS NOT INTENDED FOR MEDICAL EMERGENCIES. IN THE EVENT OF A MEDICAL EMERGENCY, THE USER SHOULD IMMEDIATELY CALL 911 OR THEIR LOCAL EMERGENCY NUMBER, OR GO TO THE NEAREST EMERGENCY ROOM. THE USER SHOULD NOT USE THE PLATFORM FOR URGENT OR EMERGENCY MEDICAL NEEDS.

8.8. NO INFORMATION AVAILABLE ON THE PLATFORM SHOULD BE CONSTRUED AS MEDICAL ADVICE, TREATMENT RECOMMENDATION, OR SUBSTITUTE FOR CONSULTATION WITH A QUALIFIED HEALTHCARE PROFESSIONAL. THE USER SHOULD NOT DISREGARD, AVOID, OR DELAY OBTAINING PROFESSIONAL MEDICAL GUIDANCE BASED ON INFORMATION ACCESSED THROUGH THE PLATFORM.

9. VERIFICATION OF HEALTHCARE PROFESSIONALS

9.1. SERENITAS performs a preliminary verification of Healthcare Professionals prior to their registration on the Platform, which may include:

9.1.1 Confirmation of an active license or registration with the applicable state licensing board or regulatory authority.

9.1.2 Verification of identification documents.

9.1.3 Review of professional information provided.

9.2. SERENITAS may deny registration or deactivate Healthcare Professionals who do not meet the established verification criteria.

9.3. The verification described in this section does not constitute supervision, oversight, endorsement, or guarantee of the Healthcare Professional's clinical practice, competence, quality of care, or outcomes. Verification is limited to documentary confirmation of professional licensure at the time of registration.

9.4. Maintaining an active license and complying with applicable ethical and legal obligations remains the exclusive responsibility of the Healthcare Professional.

10. INDEPENDENCE OF HEALTHCARE PROFESSIONALS

10.1. Healthcare Professionals who use the Platform operate independently. This independence means that:

10.1.1 Healthcare Professionals are not employees, representatives, agents, or partners of SERENITAS.

10.1.2 Healthcare Professionals independently determine their own schedules, practice locations, fees, and other terms of service.

10.1.3 Clinical decisions — including diagnoses, treatments, prescriptions, and referrals — are the sole responsibility of the Healthcare Professional.

10.1.4 SERENITAS does not supervise, control, direct, or interfere with the professional practice of registered Healthcare Professionals.

11. APPOINTMENT FORMATS

11.1. Appointments scheduled through the Platform may take place through various means, including without limitation:

11.1.1 In-person consultations at the Healthcare Professional's office.

11.1.2 Telehealth consultations via videoconference, using tools external to the Platform.

11.1.3 Telephone consultations.

11.1.4 Other formats agreed upon directly between Patient and Healthcare Professional.

11.2. Appointments do not take place within the Platform. The Platform is limited to facilitating scheduling and payment.

11.3. For privacy and medical confidentiality reasons, SERENITAS does not record, store, or access the content of any audio, video, or text exchanged between Patient and Healthcare Professional during Appointments.

12. SCHEDULING APPOINTMENTS

12.1. By making a Booking through the Platform, the Patient agrees to:

12.1.1 The selected date and time for the Appointment.

12.1.2 The fee set by the Healthcare Professional for the Appointment.

12.1.3 The Healthcare Professional's cancellation policy, as disclosed on the Platform at the time of Booking.

12.1.4 The consultation format (in-person, telehealth, or other).

12.2. A Booking shall only be considered confirmed upon completion of advance payment, in accordance with Section 14.

12.3. SERENITAS will use commercially reasonable efforts to maintain Platform availability for Bookings, but does not guarantee uninterrupted availability.

13. CANCELLATION REMINDERS

13.1. To reduce no-shows and late cancellations, the Platform may send automated notifications to the Patient, approximately:

13.1.1 24 (twenty-four) hours before the cancellation deadline.

13.1.2 12 (twelve) hours before the cancellation deadline.

13.1.3 6 (six) hours before the cancellation deadline.

13.2. The reminders described in this section are for informational purposes only. The sending or non-sending of reminders does not modify the deadlines, rules, or consequences of the applicable cancellation policy.

13.3. SERENITAS is not liable for notification delivery failures resulting from technical issues, device unavailability, notification blocking settings, or other factors beyond the Platform's control.

14. PAYMENT FOR APPOINTMENTS

14.1. Appointments scheduled through the Platform must be paid in advance at the time of Booking, using the payment methods made available by the Payment Provider.

14.2. Payments are processed by Stripe or another Payment Provider integrated into the Platform. By making a payment, the User also agrees to the terms and policies of the respective Payment Provider.

14.3. SERENITAS does not store credit card numbers, bank account details, or complete payment method information. The storage and processing of such information is the sole responsibility of the Payment Provider.

14.4. All amounts displayed on the Platform are presented in United States Dollars (USD) and include all applicable fees, except for any fees that may be charged by the User's financial institution.

15. PLATFORM COMPENSATION MODELS

15.1. SERENITAS may be compensated by Healthcare Professionals through two models, at the Professional's discretion:

15.1.1 Subscription plan: payment of a fixed monthly fee for use of the Platform, with specific terms defined in the plan selected by the Professional.

15.1.2 Per-Appointment Intermediation Fee: a percentage of the value of each Appointment scheduled and paid through the Platform, automatically deducted via Split Payment.

15.2. The amounts and percentages applicable to each model will be disclosed to the Healthcare Professional at the time of enrollment and may be reviewed at any time in the "My Account" section of the Platform.

15.3. Changes to subscription plan pricing or Intermediation Fee percentages will be communicated to the Healthcare Professional with at least 30 (thirty) days' advance notice.

16. SPLIT PAYMENTS

16.1. When the Per-Appointment Intermediation Fee model applies (Section 15.1.2), payments made by the Patient will be automatically divided between:

16.1.1 The Healthcare Professional who will provide the consultation.

16.1.2 SERENITAS, as Intermediation Fee.

16.2. The split occurs automatically at the time of payment processing, through the Payment Provider's Split Payment functionality.

17. TEMPORARY PAYMENT HOLD

17.1. The amount paid by the Patient for an Appointment may be temporarily held by SERENITAS through the Payment Provider's infrastructure until:

17.1.1 The Appointment is deemed completed (confirmed by the Healthcare Professional or by expiration of the Dispute period without contest); or

17.1.2 The Dispute filing deadline expires without any Dispute being opened; or

17.1.3 An open Dispute is resolved, in accordance with Sections 21 through 25.

17.2. This temporary hold mechanism is designed to protect Patients and Healthcare Professionals against undue cancellations, contested charges, and Disputes, and constitutes an essential condition for the security of transactions on the Platform.

17.3. SERENITAS is not a bank, money transmitter, or financial institution. The temporary hold of funds is performed exclusively through the Payment Provider's technological infrastructure, under its own applicable regulations.

18. CANCELLATION POLICY

18.1. The cancellation policy is designed to balance Healthcare Professional availability with necessary flexibility for Patients.

18.2.Free cancellation. Appointments may be cancelled at no cost when cancellation occurs before the deadline set by the Healthcare Professional. This deadline is disclosed to the Patient prior to Booking confirmation.

18.3.Late cancellation. Cancellations made after the deadline set forth in Section 18.2 may result in:

18.3.1 Partial charge of the Appointment fee; or

18.3.2 Full charge of the Appointment fee.

18.4. The specific late cancellation rules are set by the Healthcare Professional and displayed to the Patient at the time of Booking, prior to confirmation and payment. By confirming the Booking, the Patient acknowledges and agrees to the applicable cancellation rules.

18.5.Cancellation by Healthcare Professional. In exceptional circumstances, the Healthcare Professional may cancel a scheduled Appointment. In such cases:

18.5.1 The Patient shall be entitled to a full refund of the amount paid; and

18.5.2 The Patient may opt to reschedule the Appointment, subject to the Professional's availability.

18.6. Repeated cancellations by a Healthcare Professional may result in measures including a warning, temporary suspension, or permanent deactivation of the Professional's account.

19. NO-SHOW POLICY

19.1. A No-Show occurs when a Patient fails to attend a scheduled Appointment, does not initiate contact for a telehealth consultation at the scheduled time, and has not cancelled within the permitted timeframe under the applicable cancellation policy.

19.2. In the event of a No-Show:

19.2.1 Payment for the Appointment may be released to the Healthcare Professional, in accordance with the applicable cancellation policy.

19.2.2 Rescheduling of the Appointment shall depend solely on the Healthcare Professional's policy and availability.

20. DISPUTE SYSTEM

20.1. The Platform provides an internal Dispute system for resolving disagreements between Patients and Healthcare Professionals regarding the occurrence, perceived scheduling quality, or billing of an Appointment.

20.2. Disputes must be filed within 48 (forty-eight) hours after the scheduled time of the Appointment.

20.3. If the deadline set forth in Section 20.2 expires without a Dispute being filed, payment shall be released to the Healthcare Professional, and the Appointment shall be considered completed for all contractual purposes.

20.4. Filing a Dispute suspends the release of payment to the Healthcare Professional until final resolution.

20.5. The Dispute system is provided as a facilitative conflict resolution mechanism. Its use does not constitute a prerequisite or condition for the exercise of any rights by the User before any court of competent jurisdiction, regulatory agency, or other dispute resolution body, which the User may access at any time.

21. EVIDENCE IN DISPUTES

21.1. During a Dispute, the parties may submit evidence including, without limitation:

21.1.1 Screenshots of communications between Patient and Healthcare Professional.

21.1.2 Proof of attempted contact.

21.1.3 Calendar records or Booking confirmation.

21.1.4 Videos or records demonstrating an attempt to attend.

21.1.5 Other evidence that the parties deem relevant to the resolution of the Dispute.

21.2. SERENITAS may request additional information or evidence from either party when necessary for the analysis of the Dispute.

21.3. SERENITAS will not request or accept as evidence medical records, clinical reports, diagnoses, prescriptions, or any other clinical documents. Disputes relate exclusively to operational matters of scheduling, attendance, and payment.

22. DISPUTE ANALYSIS PROCESS

22.1. The SERENITAS team will analyze evidence submitted by both parties and may request clarifications or additional documents.

22.2. The Dispute decision will be based on available evidence, the cancellation rules disclosed at the time of Booking, and these Terms.

22.3. SERENITAS will endeavor to conclude Dispute analysis within 10 (ten) business days from receipt of all necessary evidence. More complex Disputes may require additional time, of which the parties will be informed.

22.4. The parties will be notified of the Dispute decision through the Platform and via registered email.

23. DISPUTE OUTCOMES

23.1. Following analysis, SERENITAS may decide on one of the following measures, as circumstances warrant:

23.1.1 Release payment to the Healthcare Professional.

23.1.2 Issue a full or partial refund to the Patient, through the same payment method used in the original transaction.

23.1.3 Permit rescheduling of the Appointment at no additional cost.

23.1.4 Impose penalties on either party in cases of fraud, in accordance with Section 24.

23.2. Refunds, when due, will be processed within 30 (thirty) days, in accordance with the Payment Provider's procedures.

24. FRAUD IN DISPUTES

24.1. The following constitute fraud in a Dispute, among other conduct:

24.1.1 Submission of knowingly false or distorted claims.

24.1.2 Fabrication, alteration, or falsification of evidence.

24.1.3 Repeated filing of unfounded Disputes for the purpose of obtaining undue refunds.

24.1.4 Collusion between a Patient and a Healthcare Professional to obtain undue financial advantage.

24.2. In cases of proven fraud, SERENITAS may, at its discretion, take one or more of the following actions:

24.2.1 Temporary suspension of the account.

24.2.2 Permanent termination of the account.

24.2.3 Blocking access to the Platform.

24.2.4 Withholding of amounts owed to the offending User, pending resolution.

24.2.5 Reporting to the appropriate authorities when the conduct may constitute a criminal offense.

25. CHARGEBACKS

25.1. A Chargeback is a payment reversal initiated directly with the issuing financial institution, without using the Platform's Dispute system.

25.2. Before initiating a Chargeback, the User should use the Dispute system provided by the Platform, which is the appropriate, secure, and most efficient means of resolving payment-related issues.

25.3. Fraudulent Chargebacks — defined as those initiated after the effective delivery of service without legitimate basis — may result in:

25.3.1 Temporary suspension of the account.

25.3.2 Permanent termination of the account.

25.3.3 Blocking access to the Platform.

25.4. Filing a Chargeback does not preclude SERENITAS from exercising its rights under these Terms, including the collection of amounts owed.

26. FRAUD PREVENTION

26.1. To protect Users and the integrity of the Platform, SERENITAS may employ fraud prevention mechanisms, including:

26.1.1 Automated monitoring of suspicious behavior.

26.1.2 Analysis of cancellation, Dispute, and Chargeback patterns.

26.1.3 Additional identity verification.

26.1.4 Cross-referencing information with public databases and fraud prevention services.

26.2. Upon detection of suspicious activity, SERENITAS may preventively suspend the User's account pending the conclusion of an investigation, notifying the User through registered contact means.

27. IDENTITY VERIFICATION (KYC)

27.1. SERENITAS may request supplemental identity verification from the User in certain situations, including:

27.1.1 Initial registration of Healthcare Professionals.

27.1.2 High-value transactions.

27.1.3 Detection of fraud indicators or irregular activity.

27.1.4 Compliance with regulatory obligations related to anti-money laundering and counter-terrorism financing.

27.2. Verification may include submission of:

27.2.1 Government-issued photo identification.

27.2.2 Proof of address.

27.2.3 Banking information.

27.2.4 Proof of active professional licensure (for Healthcare Professionals).

27.3. Unjustified refusal by the User to provide requested documents may result in suspension or termination of the account.

28. PRIVACY AND DATA PROTECTION

28.1. The processing of Personal Data by SERENITAS is governed by the Privacy Policy, which forms an integral part of these Terms and is permanently and readily available on the Platform.

28.2. The Privacy Policy describes the categories of data collected, legal bases and purposes of processing, data subject rights, retention periods, security measures, and procedures for exercising rights.

28.3. SERENITAS processes Personal Data in compliance with applicable federal and state privacy laws, including, where applicable, the California Consumer Privacy Act (CCPA/CPRA) and other state privacy statutes.

29. INTELLECTUAL PROPERTY

29.1. All original Platform content — including without limitation text, design, logos, trademarks, software, source code, layout, images, and databases — is the property of SERENITAS or its licensors and is protected by applicable intellectual property laws.

29.2. The User is granted a limited, non-exclusive, non-transferable, revocable license for personal use of the Platform, solely for the purposes set forth in these Terms. The User shall not:

29.2.1 Reproduce, distribute, modify, create derivative works from, decompile, reverse engineer, or commercially exploit any Platform content.

29.2.2 Use bots, scrapers, or other automated means to access or extract data from the Platform.

29.2.3 Use SERENITAS trademarks, logos, or visual elements without prior written authorization.

29.3. Content submitted by Users on the Platform (reviews, comments, photos) grants SERENITAS a non-exclusive, royalty-free, worldwide, irrevocable license to use, reproduce, and display such content, to the extent necessary for Platform operation.

29.4. Healthcare Professionals retain ownership of clinical information and medical records, as provided by applicable law.

29.5. SERENITAS is not liable for intellectual property infringements committed by Users or Healthcare Professionals on the Platform, but will maintain a notice and takedown procedure for legitimate complaints.

30. LIMITATION OF LIABILITY

30.1. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SERENITAS SHALL NOT BE LIABLE FOR:

30.1.1 DIAGNOSES, TREATMENTS, PRESCRIPTIONS, CLINICAL OUTCOMES, OR CONDUCT OF HEALTHCARE PROFESSIONALS REGISTERED ON THE PLATFORM.

30.1.2 ACTS, OMISSIONS, ERRORS, OR NEGLIGENCE OF HEALTHCARE PROFESSIONALS IN THE PRACTICE OF THEIR PROFESSION.

30.1.3 THE QUALITY, SUITABILITY, TIMELINESS, OR OUTCOME OF SERVICES PROVIDED BY HEALTHCARE PROFESSIONALS.

30.1.4 THE CONTENT OF COMMUNICATIONS BETWEEN PATIENTS AND HEALTHCARE PROFESSIONALS CONDUCTED OUTSIDE THE PLATFORM.

30.1.5 DAMAGES RESULTING FROM FORCE MAJEURE, THIRD-PARTY INFRASTRUCTURE FAILURES (INCLUDING THE PAYMENT PROVIDER, INTERNET SERVICE PROVIDERS, AND TELECOMMUNICATIONS OPERATORS), OR ACTIONS RESULTING FROM THE USER'S SOLE FAULT.

30.1.6 TEMPORARY UNAVAILABILITY OF THE PLATFORM DUE TO SCHEDULED OR EMERGENCY MAINTENANCE.

30.2. SERENITAS's liability is limited to the functions it directly provides in its capacity as a technology intermediary, as defined in Section 3.

30.3. Medical liability rests exclusively with the Healthcare Professional who provides the care, in accordance with applicable professional standards and state law.

30.4. THE PLATFORM AND SERENITAS'S SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." EXCEPT FOR WARRANTIES EXPRESSLY SET FORTH IN THESE TERMS AND THOSE THAT CANNOT BE DISCLAIMED BY LAW, SERENITAS MAKES NO WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, AND NON-INFRINGEMENT.

30.5. IN NO EVENT SHALL SERENITAS'S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS EXCEED THE TOTAL AMOUNT PAID BY THE USER TO SERENITAS IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

30.6. IN NO EVENT SHALL SERENITAS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, REGARDLESS OF WHETHER SERENITAS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

30.7. SERENITAS does not warrant that the Platform will be error-free, virus-free, or uninterrupted. The User is responsible for configuring their own equipment, software, and internet connection to access the Platform.

30.8. The Platform may contain links or references to third-party websites, services, or content. SERENITAS is not responsible for the content, accuracy, privacy policies, or practices of third-party sites or services. Inclusion of links on the Platform does not constitute endorsement, approval, or recommendation by SERENITAS.

31. USER OBLIGATIONS

31.1. The User agrees to:

31.1.1 Use the Platform in good faith, in compliance with these Terms and applicable law.

31.1.2 Provide truthful, complete, and current information.

31.1.3 Not use the Platform for illegal, fraudulent, defamatory, discriminatory, or rights-infringing purposes.

31.1.4 Not interfere with Platform operations, security systems, authentication mechanisms, or other Users' experience.

31.1.5 Attend scheduled Appointments or cancel within the permitted timeframe.

31.1.6 Treat Healthcare Professionals and other Users with respect, refraining from abusive, threatening, or discriminatory conduct.

32. PROHIBITED CONDUCT

32.1. Without limiting the obligations in Section 31, the User agrees not to:

32.1.1 Use the Platform fraudulently or for any fraudulent or deceptive purpose, including participation in fraudulent Bookings or fake reviews.

32.1.2 Create fake accounts, impersonate others, or provide false, misleading, or unauthorized information.

32.1.3 Engage in conduct that may significantly harm the reputation of SERENITAS, Healthcare Professionals, or third parties.

32.1.4 Engage in conduct that may harm the physical or psychological integrity, life, safety, or reputation of another person.

32.1.5 Install viruses, malware, ransomware, or any harmful material, or use the Platform in a manner that may damage, disable, or compromise Platform operations or security.

32.1.6 Copy, access, adapt, modify, reproduce, disassemble, decompile, reverse engineer, or extract the source code of any part of the Platform.

32.1.7 Use bots, scrapers, crawlers, or other automated means to access, monitor, or extract data from the Platform, unless expressly authorized by SERENITAS.

32.1.8 Prevent or impair other Users' access to the Platform through excessive or abusive use of resources.

32.1.9 Repeatedly submit unfounded complaints or Disputes.

32.1.10 Attempt to gain unauthorized access to other Users' accounts, data, or Platform systems.

32.1.11 Use the Platform for sending unsolicited commercial communications (spam).

32.1.12 Conduct penetration tests, denial-of-service attacks (DDoS), or intrusion attempts on Platform systems without prior written authorization from SERENITAS.

33. CONTENT RULES AND ILLEGAL CONTENT

33.1. The Platform maintains content rules for User-generated content. The following content is expressly prohibited:

33.1.1 Content that is criminal, violent, pornographic, threatening, defamatory, racist, xenophobic, homophobic, aggressive, harassing, or that promotes or incites harm to any person.

33.1.2 Content of a sexual or indecent nature.

33.1.3 Content that supports or promotes terrorism or illegal activities.

33.1.4 Content that is contrary to law or public policy.

33.1.5 Content that is false, misleading, or deceptive, including content that impersonates any person or misrepresents identity or affiliation.

33.1.6 Content that infringes third-party rights, including intellectual property rights, privacy rights, and rights of publicity.

33.1.7 Content that endorses or encourages activities that are illegal or harmful to health.

33.1.8 Content containing clinical information, diagnoses, or prescriptions of third parties without proper authorization.

33.2. Users who identify illegal content on the Platform may report it through the contact channels indicated in Section 36.

33.3. When SERENITAS decides not to publish or to remove User-submitted content for violation of this section, it will notify the User via registered email, indicating the reasons for the decision and available remedies.

34. USER SAFETY

34.1. SERENITAS takes User safety seriously. If, while using the Platform, a User believes their life, integrity, or safety — or that of another person — is at risk, they should contact SERENITAS immediately through the channels indicated in Section 36.

34.2. SERENITAS will analyze safety-related communications with priority and take measures it deems necessary.

34.3. If SERENITAS suspects the occurrence or imminence of a criminal offense that may threaten a User's life or safety, it may suspend or terminate the suspected account and notify appropriate law enforcement authorities.

35. ADVERTISING

35.1. The Platform may display advertisements or sponsored content. When doing so, it will clearly indicate that the content is advertising and identify the advertiser.

35.2. SERENITAS does not share health data, sensitive data, or clinical information with third parties for advertising purposes. The Platform does not display advertisements targeted based on health conditions, diagnoses, treatments, or other special categories of Personal Data.

35.3. For more information about data use in advertising contexts, see the SERENITAS Privacy Policy.

36. CONTACT AND NOTICES

36.1. For questions, complaints, or requests related to these Terms, contact:

36.2. For exercising data subject rights under applicable privacy laws, the User may contact SERENITAS's Data Protection Officer at: contact@serenitas.app.

37. INDEMNIFICATION

37.1. The User agrees to indemnify, defend, and hold harmless SERENITAS, its officers, directors, employees, agents, and representatives from and against any and all claims, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

37.1.1 The User's breach of these Terms.

37.1.2 The User's unlawful, fraudulent, or non-conforming use of the Platform.

37.1.3 The User's provision of incorrect, misleading, false, or outdated information.

37.1.4 Infringement of third-party intellectual property rights resulting from the User's actions.

37.1.5 Third-party claims or regulatory actions arising from the User's conduct on the Platform.

38. ACCOUNT SUSPENSION AND TERMINATION

38.1. SERENITAS may suspend or terminate the User's account at any time upon the occurrence of any of the following:

38.1.1 Violation of these Terms.

38.1.2 Provision of false, inaccurate, or incomplete information.

38.1.3 Fraud, attempted fraud, or fraudulent conduct in Disputes or Chargebacks.

38.1.4 Abusive, discriminatory, or threatening conduct that poses a risk to Platform security or other Users.

38.1.5 Court order or regulatory directive.

38.1.6 Inability to verify identity pursuant to Section 27.

38.2. Preventive suspension may be imposed prior to the conclusion of an investigation when there are indications of fraud or risk to Platform security.

38.3. Upon account termination:

38.3.1 The User will be notified by email, with an explanation of the reason for termination.

38.3.2 Pending Bookings will be cancelled and amounts paid will be refunded to Patients through the same payment method used in the original transaction.

38.3.3 Amounts held in custody will be handled in accordance with Section 17 and the resolution of any pending Disputes.

38.3.4 The User's Personal Data will be handled in accordance with the Privacy Policy, subject to legally mandated retention periods.

38.4. The User may request voluntary account termination at any time through the "My Account" section or by emailing contact@serenitas.app. Voluntary termination does not release the User from outstanding obligations, including amounts owed and pending Disputes.

38.5. Before taking any measure under this section, except in cases of exceptional severity requiring immediate action, SERENITAS will:

38.5.1 Issue a prior warning to the User, identifying the conduct and potential consequences.

38.5.2 Provide the User with a reasonable period to submit a response.

39. MODIFICATIONS TO TERMS

39.1. SERENITAS may update these Terms from time to time. Material changes affecting User rights or obligations will be communicated at least 30 (thirty) days in advance, by means of:

39.1.1 Email sent to the User's registered address.

39.1.2 Prominent notice on the Platform.

39.2. Continued use of the Platform after the effective date of updated Terms constitutes acceptance of the modifications.

39.3. A User who does not agree to the modifications must cease using the Platform and request account termination.

39.4. Prior versions of these Terms are available upon request.

40. FORCE MAJEURE

40.1. Neither party shall be liable for failure to perform obligations under these Terms when such failure results from events of force majeure.

40.2. For purposes of these Terms, force majeure events include, without limitation: natural disasters, pandemics, government actions, wars, states of emergency, systemic telecommunications infrastructure failures, large-scale cyberattacks (DDoS or similar), and widespread disruptions of third-party services essential to Platform operation.

40.3. The affected party shall notify the other party within 10 (ten) days, describing the nature of the event and its estimated duration.

40.4. Affected obligations shall be suspended for the duration of the event, without penalty.

40.5. If the force majeure event persists for more than 90 (ninety) days, either party may terminate the agreement without penalty, and amounts for unrealized Appointments shall be refunded.

41. DISPUTE RESOLUTION AND GOVERNING LAW

41.1. These Terms are governed by and construed in accordance with the laws of the State of São Paulo, Federative Republic of Brazil, without regard to conflict of law principles.

41.2. Any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation, or validity thereof shall be resolved through binding arbitration administered by a mutually agreed-upon arbitration body, in accordance with its then-current rules. The arbitration shall take place in São Paulo, Brazil, and shall be conducted in English. The arbitrator's decision shall be final and binding.

41.3. CLASS ACTION WAIVER. TO THE FULLEST EXTENT PERMITTED BY LAW, THE USER AGREES THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. THE USER WAIVES ANY RIGHT TO PARTICIPATE IN A CLASS ACTION LAWSUIT OR CLASS-WIDE ARBITRATION.

41.4. OPT-OUT RIGHT. The User may opt out of the arbitration agreement and class action waiver set forth in Sections 41.2 and 41.3 by sending written notice to contact@serenitas.app within 30 (thirty) days of first accepting these Terms. The opt-out notice must include the User's name, email address registered on the Platform, and a clear statement that the User wishes to opt out of the arbitration provision.

41.5. The internal Dispute system provided in Sections 20 through 24 is offered as a voluntary and recommended mechanism for resolving Appointment-related conflicts and does not constitute a mandatory prerequisite to arbitration or litigation.

42. GENERAL PROVISIONS

42.1.Severability. If any provision of these Terms is held invalid, void, or unenforceable, the remaining provisions shall remain in full force and effect.

42.2.Waiver. The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

42.3.Assignment. The User may not assign or transfer any rights or obligations under these Terms without prior written consent from SERENITAS. SERENITAS may assign or transfer these Terms, in whole or in part, to any affiliated company or in connection with a corporate reorganization, merger, acquisition, or asset sale, upon notice to the User.

42.4.Entire Agreement. These Terms, together with the Privacy Policy and Cookie Policy, constitute the entire agreement between the parties regarding the use of the Platform and supersede all prior agreements, understandings, or communications, whether oral or written.

42.5.Notices. Communications between SERENITAS and the User will primarily be made through the email address registered on the Platform. The User is responsible for keeping their email address current.