Neola Payments Terms

Effective date: August 14, 2026 · Version 1.0

The short version

• Your card details go to Stripe, our payment processor. They never touch Neola's systems.
• Families see the full price before confirming: the caregiver's rate, the service fee, and the Trust & Safety fee. No hidden lines.
• A hold is placed when a booking is confirmed. The charge happens when the visit ends. Nothing is charged before care happens.
• Caregivers are independent professionals. They set their own rates, see their exact earnings before accepting any booking, and are paid through their own Stripe account after the visit ends.
• Platform fees exist on both sides and are always shown before anyone commits: the family's fees at checkout, the caregiver's platform fees on the booking they accept.
• During our launch, every booking is free to cancel with a full refund. The Cancellation & Refund Policy governs.
• All payments run through the platform. That is what keeps verification, check-ins, and safety systems around every booking.

1. Who is involved

Neola is operated by Oleta Technologies Inc. ("Neola," "we"), operating in British Columbia. Payments are processed by Stripe, Inc. and its affiliates ("Stripe"). Caregivers (known on the platform as "Neos") receive payouts through Stripe accounts they hold directly with Stripe, under Stripe's own agreement presented during payout onboarding; we do not restate or alter that agreement here. Caregivers are independent contractors; Neola is not an employer, and nothing here creates an employment relationship.

2. What a booking costs a family

Every booking shows its full price before you confirm, as separate lines:

The caregiver rate. Set by the caregiver, charged for the booked duration.

The service fee. Charged alongside the rate and shown before you confirm. It funds the platform: verification operations, support, and the systems that make the marketplace work.

The Trust & Safety fee. A per-booking fee, shown before you confirm, funding the safety systems that run during care. It is not insurance. It is charged only when a visit actually happens; a cancelled booking is never charged it.

Where taxes apply, they are shown before you confirm.

3. What a caregiver earns

Caregivers set their own rates. Platform fees on the caregiver side, including Neola's commission and any program fees, are disclosed before a caregiver accepts a booking, and every booking request shows the caregiver exactly what they will earn from it before they say yes. The figure shown at accept is the figure paid at settlement. Launch-period programs that reduce caregiver-side fees are shown in the same place, in the same numbers.

4. When money moves

Your payment method is saved securely with Stripe when you add it. When a booking is confirmed, a hold is placed for the full booking amount. The charge itself happens when the booking completes. A booking completes when the caregiver ends the session in the app, or automatically at the scheduled end time plus a short grace period.

Once a visit begins, it settles as agreed when it ends, 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.

5. Receipts and statements

Receipts are issued for every booking and show each line item. Card statements show NEOLA.

6. Cancellations, refunds, and disputes

Cancellations and refunds are governed by the Neola Cancellation & Refund Policy. During our launch period, every booking may be cancelled before it begins with a full refund of all amounts.

Because Neola charges when a visit ends, a cancelled booking has usually never been charged: 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.

If something went wrong with a booking, contact support@goneola.com first; a person responds. Where a booking is under review, related payouts may be paused until the review resolves. Chargebacks are answered through Stripe's process, and related payouts may be paused while resolved.

7. How caregivers are paid

Earnings are released after a booking completes and paid out through the caregiver's Stripe account on Stripe's payout schedule. Setting up payouts requires Stripe's identity and banking verification; Neola never sees or stores banking credentials.

Taxes and reporting. Caregivers are independent contractors responsible for their own income tax, CPP contributions, and any GST registration obligations. Neola does not withhold. Where the law requires Neola to collect or report tax information, we will state exactly what is collected and why, in the Privacy Policy and onboarding, before it happens.

8. Everything stays on the platform

All bookings and payments run through Neola. Arranging or paying for care off the platform with someone you met through Neola is a conduct violation for both sides. Not because we want the fee: because an off-platform booking loses verification, check-ins, the standing record, and a human who answers.

9. Failed payments

If a hold fails at booking, the booking is not confirmed. If a payment fails between confirmation and completion, we contact you to resolve it before the booking proceeds.

10. Currency

All amounts are in Canadian dollars.

11. Changes

Fees and these terms may change with notice. Material changes are presented for renewed consent before they apply. A change never applies retroactively: the price a family confirmed is the price they pay, and the earnings a caregiver accepted are the earnings they receive.

12. Contact

Payments: support@goneola.com. Privacy: the Privacy Officer, per the Privacy Policy.