Privacy Policy

1. Who We Are

Sera AI ("Sera," "we," "us," or "our") operates the AI-powered call coverage platform accessible at joinsera.us and app.joinsera.us. We are a technology company providing artificial intelligence voice services to healthcare practices and other businesses.

For questions about this policy, contact us at privacy@joinsera.us.

2. Information We Collect

From healthcare practice clients (Business Associates):

• Practice name, address, and contact details
• Billing information (processed through PCI-compliant third-party processors)
• Configuration data: clinic hours, services, staff names, scheduling preferences
• Call recordings and transcripts generated through the Sera platform

From patient callers (End Users):

• Name, phone number, and reason for calling — collected during AI-assisted calls
• Appointment preferences and basic intake information disclosed during the call
• Insurance information if voluntarily provided during the call

From website visitors:

• IP address, browser type, pages visited, and referring URLs (via standard server logs)
• Information you provide through contact forms or demo booking

3. How We Use Your Information

• To provide and operate the Sera platform on behalf of your practice
• To generate call summaries and deliver them to authorized practice staff
• To improve our AI models and call quality (using de-identified data only)
• To send service communications, billing notices, and product updates
• To comply with legal obligations, including HIPAA requirements

4. HIPAA Compliance

Sera AI operates as a Business Associate under HIPAA for all healthcare practice clients. We execute a Business Associate Agreement (BAA) with each qualifying healthcare client prior to handling any Protected Health Information (PHI).

Our infrastructure is designed to HIPAA standards, including:

• End-to-end encryption of call data in transit and at rest
• Access controls and audit logging on all PHI
• Staff training on PHI handling procedures
• Breach notification procedures per 45 CFR § 164.400

If you are a patient whose information was collected during an AI-assisted call to a healthcare practice using Sera, please contact that practice directly to exercise your HIPAA rights. Sera acts as their service provider, not your direct healthcare provider.

5. Data Sharing

We do not sell your personal information. We share data only with:

• Your practice's authorized staff — call summaries and intake data
• Infrastructure providers — cloud hosting (under confidentiality agreements)
• AI model providers — using de-identified or aggregated data only
• Legal authorities — when required by law or valid legal process

6. Data Retention

Call recordings and summaries are retained for the period specified in your service agreement (default: 12 months). You may request earlier deletion by contacting privacy@joinsera.us. Billing records are retained for 7 years as required by law.

7. Your Rights

Depending on your location, you may have rights to access, correct, delete, or port your personal data. To exercise these rights, email privacy@joinsera.us. We will respond within 30 days.

8. Cookies

Our website uses essential cookies for navigation and session management. We use analytics cookies (with your consent) to understand how visitors use our site. We do not use advertising or tracking cookies. You can manage cookies through your browser settings.

9. Children's Privacy

The Sera platform is not directed to children under 13. We do not knowingly collect personal information from children. If you believe a child's information has been submitted through our platform in error, contact us immediately.

10. Changes to This Policy

We may update this Privacy Policy periodically. Material changes will be communicated via email to active clients at least 30 days before taking effect. Continued use of Sera after the effective date constitutes acceptance of the revised policy.

11. Contact Us

Privacy questions, BAA requests, or data deletion requests:

Email: privacy@joinsera.us
Mail: Sera AI, Privacy Team, New York, NY
Phone: (347) 653-1170