Neola Cancellation & Refund Policy

Effective date: August 14, 2026 · Version 1.0

This is our launch policy. It is deliberately simple, and it is the policy in force for every booking until we say otherwise, in the product, with notice.

If you cancel before the visit begins

Any booking may be cancelled before it begins, for any reason, with a full refund: the caregiver rate, the service fee, and the Trust & Safety fee. No tiers, no charges, no penalties.

Once a visit begins

A visit that has started is no longer a cancellation. Started visits settle as agreed when they end, including visits either side ends early. If a visit is ended for a safety concern, payment pauses while a person reviews what happened, and the outcome follows that review.

If your caregiver cancels

You are refunded in full immediately, and we help you rebook. A person helps, not a form.

No-shows

If either side does not show, the booking is fully refunded and no one is charged.

The Trust & Safety fee

Charged only when a visit actually happens. It is not insurance. A cancelled booking is never charged it. Neola never earns from a cancellation: our fees always refund.

How money comes back

Neola charges when a visit ends, so a cancelled booking has usually never been charged at all: the hold on your card simply releases, on your bank's timeline. Where a payment was already captured, the refund returns to your original payment method, typically within 5 to 10 business days.

What we record

Cancellations, no-shows, and completed bookings are recorded to the standing system on both sides from the first booking. During launch, the standing system runs in learning mode: events are recorded, penalties are not applied, and we reach out to educate rather than enforce. Safety matters are never in learning mode.

This policy will evolve

Free cancellation is how we launch, not a forever promise. When tiered terms are introduced, they will be published here with a new version and effective date, explained in the product, and presented for renewed consent before they apply. A change never applies retroactively to a confirmed booking.

Questions or something gone wrong

support@goneola.com reaches a person. Contact us before anything else; most things resolve there.