TERMS OF USE AND CONTRACTING — FAMILIES

By registering, the USER gives express consent and electronic signature. NEION grants a limited, non-exclusive, revocable, non-transferable license for personal use of the platform. Reverse engineering, screenshots for public distribution, or use of the brand without authorization from its owners (Diana Carolina Muñoz Quintero and Milton Stiven Loaiza García) is expressly prohibited.

The USER may hire independent support in the following modalities:

Child and Elder Care: Assistive companionship, recreation, and support with basic activities. Does not include clinical medical procedures.

Academic Tutoring: School reinforcement and pedagogical support. It is a mediation service; the Neioner does not guarantee passing exams or grades.

Pet Care: Walks and supervision. The USER must ensure the pet does not pose a safety risk.

Exclusions: Deep cleaning, technical repairs, or complex meal preparation outside the assisted person’s basic diet are not included.

Night transport: For services ending between 10:00 p.m. and 6:00 a.m., the CONTRACTING USER must ensure safe transport (app/taxi) for the Neioner to return home.

Shift conditions: For overnight care, the Client must provide a suitable space (chair/sofa) for the Neioner to rest, safeguarding their physical integrity and ability to remain alert.

Overtime: Any time beyond the scheduled period will be charged proportionally and added to the final service amount.

Advance payment: The service is confirmed only after payment via electronic gateway or transfer to NEION (acting as collection agent).

Cancellation > 24 hours: No penalty.

Cancellation between 24 and 4 hours: 30% penalty for holding the schedule.

Cancellation < 4 hours or no-show: 100% of the scheduled shift value (up to 4 hours) will be charged as compensation to the provider for travel and lost income.

Data protection: Data are processed under the Privacy Policy for onboarding and security. The USER authorizes notifications and hardware use required for the App to function.

Photographic records: The Neioner may capture images only for private operational follow-up. NEION will not publish or commercialize photos of minors or the home without prior written authorization for advertising purposes.

Cameras: The Client must disclose security cameras. Recording in the provider’s rest areas or bathrooms is prohibited.

Right of withdrawal: The USER has 5 business days to withdraw, provided the service has not started or there are fewer than 5 days until execution.

Payment reversal: Applies in case of fraud, unauthorized transaction, or service not rendered, by notifying NEION and the bank within 5 business days of the event.

Warranty: Quality claims are addressed directly with the Neioner (Art. 7 Law 1480 of Colombia).

The CONTRACTING USER may not hire Neioners they met through the App outside the platform.

Term: 12 months after the last service.

Penalty: Breach may result in a sanction of ten (10) monthly legal minimum wages in favor of NEION for use of selection and training processes.

NEION is a communication channel and is not liable for quality, integrity, or damages arising from service performance. The USER accepts that use of the App is at their own risk and agrees to hold NEION harmless from third-party claims arising from their breach or inappropriate conduct.

NEION may suspend or close accounts for: (a) False information, (b) Abuse or harassment of the Neioner, (c) Fraud attempts, (d) Use of the App by minors. Data may be retained for 5 years for tax purposes as required by law.