Neola Terms of Service

1. The agreement

These Terms of Service are an agreement between you and Oleta Technologies Inc., a corporation incorporated under the laws of Canada, operating in British Columbia, and the operator of Neola ("Neola," "we"). You accept them by affirmative consent at signup. They incorporate by reference the Payments Terms, the Cancellation & Refund Policy, the Nondiscrimination Policy, and the Community Conduct Rules, and you acknowledge the Privacy Policy. The Participation Waiver is a separate document, presented separately. You must be at least 18 years old to hold an account.

On the platform, caregivers are known as "Neos," parents and guardians as "Goers," and children as "Nenes." Those names carry no special legal meaning. In these terms we use the plain words: caregiver, parent or guardian, and child.

2. What Neola is, and what it is not

Neola provides the platform services: the marketplace and the trust infrastructure around it — identity verification of every parent or guardian and identity and background verification of every caregiver before any first booking; the booking, messaging, and payment systems; an in-booking check-in system; a community standing system; and a trust and safety function staffed by people who respond.

Neola does not provide care. Care is provided by caregivers, who are independent contractors, not our employees or agents. Each booking is an arrangement between you and the caregiver, made through the platform and supported by its verification, check-in, and safety systems. We do not direct how a caregiver provides care.

YOU ACKNOWLEDGE AND AGREE: NEOLA IS A MARKETPLACE. NEOLA IS NOT AN EMPLOYMENT AGENCY, STAFFING AGENCY, OR REFERRAL SERVICE, AND IS NOT A PARTY TO ANY CARE ARRANGEMENT. NEOLA DOES NOT EMPLOY CAREGIVERS AND DOES NOT SELECT, SUPERVISE, OR CONTROL THE CARE ANY CAREGIVER PROVIDES. EACH BOOKING IS A DIRECT ARRANGEMENT BETWEEN THE PARENT OR GUARDIAN AND THE CAREGIVER. EACH PARENT OR GUARDIAN IS SOLELY RESPONSIBLE FOR SELECTING A CAREGIVER AND DECIDING WHETHER A CAREGIVER IS SUITABLE FOR THEIR FAMILY. VERIFICATION AND SCREENING INFORM THAT DECISION; THEY DO NOT MAKE IT FOR YOU.

We perform the platform services with reasonable skill and care. We do not guarantee that any caregiver will be available, that any particular booking will occur, or that any screening system can eliminate all risk. No honest platform can promise absolute safety; our commitment is an architecture that takes safety more seriously than the industry standard, and a human who answers. The allocation of risk between you and Neola is set out in the Participation Waiver.

3. Eligibility and your account

During our launch period, Neola is available to members of the UBC community, confirmed through your UBC email address. One account per person. Keep your credentials secure; you are responsible for activity on your account. All information you provide must be accurate and kept current.

4. Verification

Every parent or guardian completes identity verification through our verification partner before a first booking, under the verification consent you give separately. Verification is a condition of using the platform. Your verification details are confidential and are never shown to caregivers; caregivers see only that your household is verified. We may require re-verification where the law, safety, or program integrity requires it.

Background checks. Every caregiver completes identity verification and an enhanced criminal record check before a first booking, and consents to annual re-verification. Identity verification and background screening are performed by an independent third-party provider, Certn (or a successor provider we designate), under the consents given to the provider and the provider's own terms. A background check is a point-in-time search of available records. YOU ACKNOWLEDGE THAT RECORDS MAY BE INCOMPLETE, OUT OF DATE, INACCURATE, OR UNAVAILABLE IN SOME JURISDICTIONS, AND NO BACKGROUND CHECK IDENTIFIES ALL PAST CONDUCT OR PREDICTS FUTURE CONDUCT. NEOLA DOES NOT PERFORM BACKGROUND CHECKS ITSELF, IS NOT A CONSUMER REPORTING AGENCY, AND DOES NOT WARRANT THE ACCURACY OR COMPLETENESS OF ANY CHECK. A CLEAR RESULT IS A SCREENING OUTCOME, NOT A GUARANTEE OF SUITABILITY OR SAFETY. Concerns about the accuracy of a result are raised with the provider, as described in the Privacy Policy.

5. Bookings

Booking authority. You book care only for a child for whom you are the parent or legal guardian, or with the legal authority of one, as you confirm in the booking-authority consent.

Household disclosure. At each booking you declare who will be present during the session. The caregiver relies on this to enter your home; it must be accurate. If a caregiver arrives and the household does not match the declaration, the caregiver may decline at the door without penalty, and the Cancellation & Refund Policy governs.

House rules. Your house rules and care notes travel with the booking.

Address reveal. Your address is shared per your location privacy setting: by default, 24 hours before the booking begins, or at confirmation for bookings that begin sooner.

Available Now. On-demand bookings follow the same rules at shorter timescales, with response windows stated in the product.

6. Payments

The Payments Terms govern. In short: you see the full price before you confirm; payment is charged at confirmation and held securely until your booking completes; the caregiver is paid after the visit. Card details live with Stripe and never touch our systems.

7. Cancellations

The Cancellation & Refund Policy governs, and it is presented at checkout. During our launch period, every booking may be cancelled with a full refund, no fees, no penalties. If a caregiver ever cancels on you, you are refunded in full immediately and we help you rebook.

8. Conduct

The Community Conduct Rules govern. The core:

• Treat caregivers with respect. They are professionals in your home.
• Keep every disclosure honest: household, child information, house rules.
• Keep communication, booking, and payment on the platform. Off-platform arrangements with people you met through Neola lose verification, check-ins, and standing protection, and are a violation for both sides.
• No discrimination. The Nondiscrimination Policy applies to booking decisions.
• Never ask a caregiver to do anything unsafe, unlawful, or outside the booked scope of care.

9. The standing system

Neola keeps a standing record on both sides: bookings completed, cancellations, missed bookings, flags, and reviews. It is bidirectional — caregivers are accountable to you, and you to them. Records are append-only. During the launch period the standing system runs in learning mode: events are recorded, penalties are not applied, and we reach out to educate rather than enforce. We will tell you clearly, in the product, before enforcement activates. Safety matters are never in learning mode.

10. Your content and our platform

The platform, including its software, design, text, and trademarks, belongs to Neola and its licensors. We grant you a limited, revocable, non-transferable licence to use it for its intended purpose while you hold an account. Content you submit, such as your profile, reviews, and messages, remains yours; you grant Neola a non-exclusive, worldwide, royalty-free licence to host, use, and display it as needed to operate, improve, and promote the platform, subject to the Privacy Policy and your privacy settings. You are responsible for what you submit, and it must be accurate and lawful. If you send us ideas or feedback, we may use them without restriction or compensation.

11. Privacy and discretion

The Privacy Policy governs our handling of personal information. Your discretion settings control what caregivers see about you, and the platform enforces them structurally. Your child's information is used only to facilitate care, never for analytics or marketing.

12. Safety

The check-in system runs during active bookings. A missed check-in triggers our response process. In an emergency, a caregiver may contact emergency services without waiting for anyone's permission, and so should you. Everyone in British Columbia, including every caregiver and our team, has a legal duty to report a child who may need protection; in BC, reports are made to Provincial Centralized Screening at 1-800-663-9122. Nothing in these terms limits that duty. We may pause or cancel any booking, and act on any account, where safety requires it.

13. Suspension and removal

We may suspend or remove accounts for violations of these terms, the conduct rules, or the law, and we follow due process: notice of the concern, an opportunity to respond, and, for permanent removal, a documented review. Safety exceptions apply: where children's safety is at risk we act first and process follows immediately after. Permanent removal for safety reasons is enforced by a non-reversible safety identifier as described in the Privacy Policy. You may close your account at any time; closing it does not erase obligations that arose before closure, and data handling follows the Privacy Policy's retention schedule.

14. Liability

The Participation Waiver, accepted separately, sets out the allocation of risk between you and Neola, including assumption of risk and release. In addition, to the extent the law permits:

• Neola's platform services are provided with reasonable skill and care, and otherwise "AS IS" and "AS AVAILABLE."
• NEOLA IS NOT LIABLE FOR THE ACTS OR OMISSIONS OF CAREGIVERS IN THE PROVISION OF CARE, which is the subject of the booking arrangement and the Waiver.
• Nothing in these terms excludes or limits liability that cannot be excluded or limited under the law of British Columbia, including under the Business Practices and Consumer Protection Act, or liability for our own gross negligence or willful misconduct.
• TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEOLA'S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THE PLATFORM SERVICES IS LIMITED TO THE GREATER OF THE TOTAL FEES YOU HAVE PAID TO NEOLA IN THE TWELVE MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED CANADIAN DOLLARS (CAD $100).

15. Disputes and governing law

These terms are governed by the laws of British Columbia and the federal laws of Canada applicable in it. Before any formal process, talk to us — a person reads support@goneola.com, and most things resolve there. Disputes are resolved in the courts and tribunals of British Columbia, including the Civil Resolution Tribunal for qualifying claims. Neola does not require mandatory arbitration or a class-action waiver.

16. SMS and text messaging terms

By providing your mobile number and opting in, you agree to receive recurring automated text messages from Go Neola (operated by Oleta Technologies Inc., goneola.com) about your account and bookings, including booking confirmations, visit start and completion notices, check-in reminders, and trust and safety alerts.

• Program. Go Neola booking and trust-and-safety notifications.
• How you opt in. You opt in by entering your mobile number and agreeing to receive text messages when you create an account and book or accept care at goneola.com. Consent to receive texts is not a condition of any purchase.
• Message frequency. Frequency varies based on your booking and visit activity.
• Costs. Message and data rates may apply. Check with your mobile carrier for details.
• How you opt out. Reply STOP to any message to stop receiving text messages, and you will get one confirmation reply. Safety-critical alerts during a live visit are not sent by text alone; we also reach you by phone call and in the app, and those channels are not affected by STOP.
• Help. Reply HELP, or contact us at support@goneola.com.
• Carriers. Messages are supported on major United States and Canadian mobile carriers. Carriers are not liable for delayed or undelivered messages.
• Privacy. Your information is handled as described in our Privacy Policy at goneola.com/privacy.

17. Changes

We may update these terms. Material changes are presented for renewed consent before they apply to you, and never apply retroactively to a confirmed booking.

18. General

If part of these terms is unenforceable, the remainder stands, and any unenforceable provision is enforced to the maximum extent the law permits. A failure to enforce any provision is not a waiver of it. Neola is not responsible for delay or failure caused by events beyond its reasonable control, including outages of third-party services, telecommunications failures, labour disruption, or force majeure — except that nothing in this paragraph limits Neola's safety-response obligations during an active booking. You may not assign your account. We may assign this agreement in connection with a business change, with notice. These terms, with the documents they incorporate and the consents you have given, are the entire agreement between us about the platform, and you confirm you have not relied on any representation not set out in them and in our published materials.

19. Contact

Oleta Technologies Inc. · support@goneola.com