Help Center
Everything you need to know about using Neervo as a guest or host.
🏊 Booking a pool
How do I find and book a pool?+
Go to Search, enter your city or ZIP code, select a date and number of guests. Browse listings, click one to see details, select your time slot and book. Instant bookings confirm immediately; Request-to-book listings require host approval within 24 hours.
What's the difference between Instant and Request-to-book?+
Instant booking confirms and charges your card immediately. Request-to-book sends a request to the host who must approve within 24 hours — your card is only charged upon approval.
Can I add amenities (BBQ, hot tub, etc.) to my booking?+
Yes. Some listings offer optional paid amenities. On the booking screen, you'll see available add-ons with pricing. Select what you want before confirming.
What is the cancellation policy?+
Each listing has its own policy set by the host: Flexible (full refund up to 1 hour before), Moderate (full refund 24+ hours before), or Strict (no refund within 48 hours). The policy is shown on every listing.
💳 Payments & refunds
How does payment work?+
Neervo uses Stripe for secure payment processing. A platform service fee of ~15% is added to the booking subtotal. You can save your card for future one-click bookings at Profile → Saved cards.
When will I see a refund?+
Refunds are processed immediately upon cancellation (if eligible) but may take 5–10 business days to appear on your statement depending on your bank.
Why does my booking show "Pending payment"?+
This means payment hasn't been completed yet. Open your reservation and tap "Complete payment" to finish the transaction.
Is my payment information safe?+
Yes. Neervo never stores your card number. Stripe is PCI-DSS Level 1 certified and all data is encrypted. See our Trust & Safety page for more details.
🏡 Hosting on Neervo
How do I list my pool?+
Go to Profile and tap "Become a host" or visit /become-a-host. Complete the listing wizard (space type, location, photos, amenities, pricing, availability, policies). Listings are reviewed before going live.
How and when do I get paid?+
Hosts receive approximately 80% of the booking subtotal. Payouts are deposited 24–48 hours after each session ends via Stripe Connect. Connect your bank account at Profile → Payout accounts.
How do I set my availability?+
Go to Host Dashboard → Availability. You can block specific dates, set open days/hours, and create off-season schedules with an auto-reactivate date.
Can I have multiple payout accounts?+
Yes. You can connect multiple bank accounts and assign a specific one to each listing. Go to Profile → Payout accounts to manage them.
👤 Account & profile
How do I change my display name?+
Go to Profile → Settings → Change display name. Your display name is what guests and hosts see — your real name is never shown publicly.
How do I update my notification settings?+
Go to Profile → Settings → Notifications. Toggle individual notification types on or off. Changes save automatically.
Can I use Neervo on mobile?+
Yes! The Neervo app is available for Android on the Google Play Store. The website also works fully on mobile browsers.
How do I delete my account?+
Go to Profile → Danger zone → Delete account. You'll be asked to confirm. Note: confirmed future bookings will still be honoured after deletion.