Privacy Policy
Last updated: July 9, 2026 · Applies to neervo.com and Neervo mobile apps
1. Introduction
Neervo Inc. ("Neervo", "we", "us", "our") takes your privacy seriously. This Privacy Policy explains what personal information we collect when you use our platform — including our website at neervo.com and our mobile applications — how we use it, who we share it with, and the choices you have.
Important context: Neervo is a technology marketplace platform. We connect Guests who want to rent private pools with Hosts who list those spaces. Neervo is not a rental provider, does not own any listed properties, and is not a party to rental agreements between Guests and Hosts. This Privacy Policy governs how Neervo handles the personal data you share with us — it does not cover how Hosts may use any information they receive about Guests through completed bookings, which is governed separately by our Terms of Service.
This policy applies to all Neervo users: Guests who book pools and spaces, Hosts who list them, and visitors who browse without an account. By using Neervo, you agree to the practices described here. If you disagree, please discontinue use of our services.
Neervo is operated from the United States. If you access our services from another country, your information may be processed in the US under US privacy laws.
2. What We Collect
Information you provide directly:
- Account details: display name, email address, phone number, password (stored as a one-way hash — never readable), and profile photo
- Bio and preferences: short bio, notification preferences, billing address
- Listings (Hosts only): pool address, photos, description, amenities, pricing, availability calendar, house rules, and cancellation policy
- Booking information: dates, start/end times, guest count, add-on selections, and notes to hosts
- Payment details: billing name and address. Card numbers are collected and stored exclusively by our payment processor Stripe — Neervo never stores or processes raw card data
- Reviews: written reviews and star ratings you submit for completed bookings
- Messages: text content of messages sent through our in-platform messaging system
- Support communications: emails and chat messages sent to our support team or AI assistant
- Identity documents: if you request or are required to complete enhanced verification, you may provide a government-issued ID. This is processed securely and not stored beyond verification purposes
Information we collect automatically when you use Neervo:
- Log data: pages visited, searches performed, listings viewed, bookings initiated, timestamps, referring URLs, and features used
- Device information: IP address, browser type and version, operating system, device type (mobile/desktop), and unique device identifiers
- Location: approximate location derived from your IP address (city/region level). Precise GPS location is collected only on our mobile app and only with your explicit permission
- Cookies and similar technologies: see Section 8 for details
- Transaction data: booking amounts, payout calculations, refund history, and platform fee records
Information from third parties:
- Stripe: payment status, payout account verification results, and dispute information
- IP geolocation services: approximate city-level location to show relevant search results and weather
- App stores: if you download our app, app stores may share basic download and usage statistics with us
3. How We Use Your Data
We use your information for the following purposes, always limited to what is necessary for each purpose:
Platform operations
Create and manage your account; process bookings and payments; connect Guests with Hosts; send booking confirmations, reminders, and receipts; enable in-platform messaging; reveal listing addresses at the appropriate time before a booking.
Safety & trust
Detect fraud, fake listings, and abusive behaviour; moderate content; investigate reported safety incidents; verify identities where required; comply with legal obligations including responding to lawful government requests.
Product improvement
Analyse how users interact with the platform (using aggregated, anonymised data) to improve search, booking flows, and features; conduct A/B tests; identify and fix bugs.
Communications
Send transactional notifications (booking updates, payment receipts, payout confirmations); send marketing emails about new features or listings in your area (you can opt out at any time); provide customer support via email, chat, and our AI assistant.
Legal & financial compliance
Maintain records required by tax law; respond to audits; enforce our Terms of Service; protect Neervo's legal rights.
We do not use your personal information for automated profiling or decision-making that produces legal or similarly significant effects on you without human review.
5. Data Retention
We keep your personal information only as long as necessary for the purposes described in this policy, and no longer than required by law:
| Data type | Retention period | Reason |
|---|---|---|
| Account & profile data | Active account + 30 days after deletion | Platform operations |
| Booking records | 7 years after completion | Tax & financial compliance |
| Payment records | 7 years | IRS / financial regulations |
| In-platform messages | 2 years | Dispute resolution |
| Support communications | 3 years | Service quality & legal |
| Audit logs (security) | 2 years | Security & fraud investigation |
| IP / access logs | 90 days | Security & debugging |
| Marketing preferences | Until opt-out + 30 days | Compliance |
When data is deleted, it is permanently removed from our live systems within 30 days and from backups within 90 days.
6. Your Rights & Choices
Depending on where you live, you may have some or all of the following rights regarding your personal information:
To exercise any right, email privacy@neervo.com. We will respond within 30 days. We may need to verify your identity before processing your request.
7. Security
We implement layered security controls to protect your personal information:
- Encryption in transit: all data transferred between your device and our servers uses TLS 1.2+ (HTTPS)
- Encryption at rest: sensitive data fields are encrypted at the database level
- Password protection: passwords are hashed using bcrypt with a high work factor — we cannot read your password
- Authentication: short-lived JWT access tokens (24 hours) with 90-day refresh tokens; automatic session expiry
- Payment security: Stripe is PCI-DSS Level 1 certified; we never handle raw card data
- Access controls: internal access to personal data is role-based and logged
- Infrastructure: hosted on AWS with VPC isolation, security groups, and automated vulnerability scanning
Despite these measures, no system is perfectly secure. In the event of a security incident affecting your personal data, we will notify affected users within 72 hours as required by applicable law, and we will provide information about what happened, what data was involved, and what you can do to protect yourself.
Your role: Use a strong, unique password for your Neervo account and do not share your login credentials with anyone.
9. Children's Privacy
Neervo is intended for users 18 and older. We do not knowingly collect personal information from individuals under 18. If you believe a child has created an account or provided us with personal data, please contact us immediately at privacy@neervo.com. We will investigate and delete any such data promptly.
Children under 18 may use Neervo only under direct supervision of a parent or legal guardian who has accepted these Terms and this Privacy Policy on their behalf.
10. California Residents (CCPA/CPRA)
If you are a California resident, the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA) provides you with additional rights:
- Right to Know: request disclosure of personal information we collect, use, disclose, and sell
- Right to Delete: request deletion of your personal information, subject to legal exceptions
- Right to Correct: request correction of inaccurate personal information
- Right to Opt-Out of Sale/Sharing: Neervo does not sell or share your personal information for cross-context behavioural advertising
- Right to Limit Use of Sensitive Personal Information: we use sensitive personal information (payment data, precise location) only as necessary to provide our services
- Right to Non-Discrimination: we will not discriminate against you for exercising your privacy rights
To submit a California privacy request, email privacy@neervo.com with the subject line "California Privacy Request". We will respond within 45 days. You may submit a request on behalf of another person with appropriate proof of authorisation.
Categories of personal information collected in the last 12 months: Identifiers (name, email, IP); commercial information (bookings, transactions); internet activity (usage logs, device data); geolocation (approximate); communications (messages, support records); financial data (billing details, via Stripe); inferences drawn from the above to understand preferences.
11. International Transfers
Neervo's servers are located in the United States (AWS us-east-1, N. Virginia). If you access our services from outside the US — including from the European Economic Area, United Kingdom, or other jurisdictions with data protection laws — your personal information will be transferred to and processed in the US.
For transfers from the EEA/UK, we rely on Standard Contractual Clauses (SCCs) adopted by the European Commission as the legal mechanism for transfer. By using Neervo, you acknowledge that US privacy laws may differ from those in your country.
12. Policy Changes
We may update this Privacy Policy to reflect changes in our data practices, legal requirements, or business operations. When we make material changes, we will:
- Update the "Last updated" date at the top of this page
- Send an email notification to registered users at least 14 days before changes take effect
- Display a prominent notice in the app
Continued use of Neervo after the effective date of any update constitutes acceptance of the revised policy. Previous versions of this policy are available upon request.
13. Contact Us
Questions, concerns, or requests about this Privacy Policy or your personal data? Reach our Privacy Team:
For urgent safety or security concerns, email safety@neervo.com — monitored daily.