Neola Community Conduct Rules

Effective date: August 14, 2026 · Version 1.0

These rules apply to every member of Neola, families and caregivers alike. They exist so that every visit is safe, honest, and respectful.

1. Everything stays on the platform. All contact before a booking, all booking arrangements, and all payments happen through Neola. Arranging or paying for care off the platform with someone you met through Neola is a violation for both sides, because an off-platform booking loses verification, live support, the record, and every safety system built around a visit.

2. Honest identity, honest information. You use your real identity. Families keep child profiles, health information, and emergency contacts accurate and current. Caregivers keep their profile, credentials, and references truthful. Misrepresenting who you are or material facts about a booking is grounds for removal.

3. Care is attentive and sober. A caregiver provides care sober and attentive, never leaves a child unattended contrary to the booking's terms, and follows the family's care instructions. A family provides accurate instructions and a safe environment for the caregiver.

4. The honest door. Both sides honor the booking as agreed: the time, the place, the end time. If something must change, it changes through the platform, where both sides can see it. Either side may decline or end an arrangement that feels unsafe, and doing so through the platform's tools is never penalized.

5. Photos stay inside the visit. Visit photos and updates are shared only through the platform, where they are visible to the family and dissolve after the visit closes. A child's image is never posted, kept, or shared outside the platform, ever. Families likewise respect a caregiver's privacy and do not record or publish images of a caregiver without consent.

6. Respect, without exception. No harassment, hate, discrimination, threats, or abuse, in messages, in calls, or in person. The Nondiscrimination Policy applies to every member and every decision.

7. Emergencies. In an emergency, call 911 first. Then notify Neola. During any live visit, either side can reach a person through the platform with one tap.

8. What we record and what we do. Bookings, cancellations, no-shows, and visit outcomes are recorded to each member's standing on both sides. During the launch period, standing operates 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. Where these rules are broken, Neola may restrict features, suspend, or remove an account, and records the reasons.

9. Reporting. Anything that feels wrong can be reported in the app or to support@goneola.com. A person reads every report.