How can we help?
We're here for you. Pick a topic below or email us directly — we reply within 24 hours.
General support
Booking help, account questions, how-to guides
Payments & billing
Refunds, charges, payout issues, Stripe help
Trust & safety
Report a listing, safety concerns, fraud
Business & partnerships
Press, partnerships, enterprise inquiries
Frequently asked questions
How do I cancel a booking?
Go to your Reservations, open the booking detail, and tap "Cancel booking". Refunds depend on the host's cancellation policy (Flexible, Moderate, or Strict).
When do hosts get paid?
Hosts receive payouts 24–48 hours after the session ends, directly to their connected bank account via Stripe.
What if the pool isn't as described?
Contact the host via Messages first. If unresolved, email support@neervo.com with your booking ID and photos.
How do I become a host?
Tap "Become a host" in your profile or visit neervo.com/become-a-host. The listing wizard takes about 10 minutes.
Is my payment information secure?
Yes. All payments are processed by Stripe — Neervo never stores your full card number. Your data is encrypted in transit and at rest.
How do I change my display name?
Go to Profile → Settings → Change display name. Your display name is what others see; your real name is never shown publicly.