Trust & Safety at Neola

Neola exists because arranging care shouldn't mean trusting a stranger on faith. We built more safety into this platform than this industry is used to — and we won't pretend it makes risk disappear. Here is exactly how we protect the people in every booking, and what we ask of you.

We verify both sides. Every time.

Before anyone can book or be booked:

• Every Neo (verified caregiver) completes identity verification and an enhanced criminal record check through our verification partner, and provides references. Neos re-verify once a year.
• Every Goer (parent or guardian) completes identity verification before their first booking.
• Results are confidential. A Neo never sees a Goer's; a Goer never sees a Neo's. Each side sees one thing: verified. What sits behind that word stays private.

Verification reduces risk. It cannot predict the future, and we will never tell you it can. It is the floor, not a guarantee.

We stay with you during the booking

• Check-ins. A Neo checks in on a schedule during active care. If a check-in is missed, our team is alerted and reaches out — to the Neo, to you, and, if needed, to emergency services or your emergency contact.
• The safety signal. A Neo can raise a concern with one tap, any time, and reach a real person. Raising a concern never counts against anyone.
• A human answers. Trust & Safety is staffed by people. When something needs a person, a person responds.

Emergencies come first

In an emergency, a Neo can call 911 immediately, without waiting for anyone's permission — and so should you. Nothing in how we work asks anyone to wait when a child's safety is at stake.

Everyone here has a duty to protect children

Accountability runs both ways

Neola keeps a standing record on both sides of every booking — Neos are accountable to Goers, and Goers to Neos. It records what actually happened: bookings kept, cancellations, the affirmations people leave. During our launch, the standing system runs in learning mode — we record, we educate, we do not penalize — and safety is never in learning mode.

Reporting a concern

If something feels wrong, during or after a booking, tell us. support@goneola.com reaches a person, and you can flag through the app. We review every report, a human looks at it, and we follow a clear process: we hear you, we look into it, and where a child's safety is involved we act first and sort the details after.

What we ask of you

Safety is shared. We ask every Goer to:

• Disclose your household honestly at every booking — a Neo relies on it to walk into your home.
• Share your Nene's needs accurately — allergies, routines, anything that keeps them safe.
• Keep communication, booking, and payment on the platform, where verification, coverage, and our safety systems actually reach.
• Treat Neos with respect. They are professionals in your home.

If we ever get something wrong

We designed for safety, and no system is perfect. If something goes wrong, we will tell you what happened and what we are doing about it. You can always reach a person at support@goneola.com.

This is the public expression of our internal Trust & Safety Protocol. It describes commitments we hold ourselves to. It is not a guarantee of any outcome, and it does not create rights beyond those in our Terms of Service, Privacy Policy, and Participation Waiver.