Trust & Safety

Verified listings. Every listing on Neervo must be submitted by a registered host with a verified phone number and email. Hosts agree that all listing information — photos, description, amenities, and location — accurately represents the actual space. We review new listings before they go live.

No surprises on price. The total you see at checkout — including the service fee — is the exact amount charged. We do not add hidden fees after booking. The cancellation policy is clearly displayed on every listing before you book.

Address privacy. Pool addresses are only revealed to confirmed Guests, and only 2 hours before the session begins. This protects hosts from uninvited visitors while still giving guests enough time to travel.

Secure messaging. All communication between guests and hosts happens inside the Neervo platform. Our systems automatically block attempts to share phone numbers, email addresses, or social media handles before a booking is confirmed — preventing fraud and keeping your personal information private.

Dispute process. If your experience materially differs from the listing (e.g. amenity not available, pool not functional), contact us within 24 hours of your session with documentation. We will investigate and may issue a partial or full refund independent of the host's cancellation policy.

Anti-discrimination policy. Neervo prohibits all forms of discrimination by hosts. Hosts may not refuse bookings or treat guests differently based on race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, disability, familial status, or any other characteristic protected under the Fair Housing Act or applicable law. Report violations immediately to safety@neervo.com.

Listing standards. Your listing must truthfully represent your space. Photos must show the actual pool or venue — no renderings or stock images. Key limitations (e.g. depth restrictions, no diving, no glass near pool) must be disclosed in house rules. Misrepresentation of any listing is grounds for immediate removal and potential payout withholding.

Safety requirements. As a host, you are responsible for ensuring your space meets applicable safety codes. This includes, but is not limited to:

• A functioning pool with clean, chemically balanced water
• Appropriate fencing or barriers around pool area where required by local law
• Visible depth markers and "No diving" signage where applicable
• A first aid kit accessible on the property
• Working exterior lighting for evening bookings
• Clear emergency exit paths and access for emergency vehicles

Insurance notice. Neervo does not provide insurance coverage for hosted spaces or incidents occurring during bookings. You are strongly advised to: (1) contact your homeowner's or renter's insurance provider and disclose short-term rental activity before listing; (2) obtain a short-term rental rider or separate liability policy if your standard policy excludes commercial use. Standard homeowner's insurance policies frequently exclude coverage for commercial rental activity — do not assume you are covered without a written confirmation from your insurer. This applies regardless of how infrequently you host.

Damage claims. If a Guest damages your property, report it to Neervo within 48 hours of the session with photo documentation. We will contact the Guest and mediate. Neervo may charge the Guest's payment method on file for verified damage, subject to our dispute resolution process.

Guest screening. All Guests must have a verified account before booking. For listings set to "Verified guests only" visibility mode, we additionally require email and phone verification. You can set your listing to require manual approval for every booking if you prefer.

Pool and water-based activities carry inherent risks that are unique to our marketplace. Neervo takes water safety more seriously than any other category of risk on our platform.

Assumption of risk. By booking a listing with a pool or water feature, Guests acknowledge that swimming and water activities involve inherent risks including risk of injury, illness, or death. Guests voluntarily assume all such risks. This acknowledgment does not waive Neervo's obligations under applicable consumer protection law.

Everyone on Neervo — Guest or Host — agrees to these standards. Violations are taken seriously and may result in account removal.

How to report. If you experience or witness unsafe behaviour, discrimination, fraud, or any community guideline violation, report it to us immediately:

What happens after a report. Our Safety Team triages every report:

• Urgent reports (physical safety, active fraud): escalated within hours; may include immediate account suspension pending investigation
• Serious reports (discrimination, harassment, damage disputes): reviewed within 24 hours; may include account suspension, content removal, and refunds
• Policy violations (listing inaccuracy, minor guideline breaches): reviewed within 72 hours; outcomes include warnings, listing removal, and account restrictions

Enforcement outcomes. Depending on severity and history, consequences may include: written warning; temporary suspension; permanent account removal; withholding of pending payouts; referral to law enforcement. We aim to apply consequences proportionately but reserve the right to take immediate action where necessary to protect our community.

False reports. Filing a false safety or discrimination report is itself a violation of our community guidelines and may result in account action.

Neervo operates multiple fraud-prevention layers to protect both Guests and Hosts:

• Payment monitoring: Stripe's fraud detection analyses every transaction for suspicious patterns
• Velocity limits: we detect and flag unusual booking activity (e.g., multiple bookings in rapid succession from a new account)
• Message scanning: automated detection of phone numbers, email addresses, and payment solicitation in messages before booking confirmation
• Review integrity: we detect and remove incentivised, coordinated, or retaliatory reviews
• Account monitoring: accounts showing signs of compromise (unusual login locations, changed credentials) may be temporarily suspended pending verification

Protect yourself. Neervo will never ask for your password, send you to a third-party payment site, or request payment via Venmo, Zelle, Cash App, wire transfer, or gift cards. If you receive any such request — even from someone claiming to be Neervo support — it is a scam. Report it to safety@neervo.com immediately.