1. About Neara and these terms
Neara is operated by Collabo Ventures Ltd ("Neara", "we", "us", "our"), a company registered in England and Wales. Our registered address and company number will be provided on request and on all formal correspondence.

These Terms and Conditions ("Terms") govern your use of our website at withneara.com ("Site") and your purchase of companion visit services ("Services"). By booking a visit or using our Site, you agree to these Terms in full. If you do not agree, please do not use our Services.

These Terms apply to the person making the booking ("you", "the family member") and to the person receiving the visits ("the client").

2. Who can use Neara
Our Services are available to individuals aged 18 or over booking on behalf of an elderly relative or person in their care. By booking, you confirm that you have the authority to make arrangements on behalf of the person who will receive visits, and that the person receiving visits has consented or lacks capacity and you are acting in their best interests.

Currently, Neara operates in Greater London and Kent only. We will update our Site when our coverage area changes.

3. What Neara is, and is not
Important: Neara provides companionship and social support. We do not provide regulated care services, domiciliary care, nursing, or any clinical or medical services. Our companions are not carers, nurses, or medical professionals and will not administer medication, assist with personal hygiene, provide moving and handling support, or perform any activity that constitutes personal care as defined by the Care Quality Commission.

Our companions can provide: conversation and company, shared activities (watching television, playing games, reading), light assistance with errands such as collecting shopping or accompanying a client to an appointment, and brief help with light household tasks such as making tea or tidying.

If you believe the person receiving visits requires regulated care, we strongly recommend you contact your local authority adult social care team or speak to a GP.

4. Booking and payment

4.1 How to book
All bookings are made through our Site or by contacting us directly. A booking is confirmed when you receive a written confirmation from Neara. Prior to your first visit, you will be invited to participate in a three-way introduction call with your assigned companion and a member of the Neara team.

4.2 Pricing
Our standard rate is a monthly retainer of £295, covering one weekly visit per month. Pricing is confirmed at the time of booking and inclusive of all companion fees. Neara reserves the right to update its pricing with 30 days' written notice to existing customers.

4.3 Payment
Payment is taken in advance of each visit or on a monthly basis. We accept payment by debit card, credit card, and bank transfer. We do not accept cash. Invoices for direct payment funding arrangements are available on request.

4.4 Failed payments
If a payment fails, we will notify you and attempt to collect payment again within 48 hours. Neara reserves the right to suspend visits if payment remains outstanding for more than 7 days.

5. Cancellation and rescheduling

• More than 48 hours' notice: Full refund or credit to your account.

• 24-48 hours' notice: 50% charge of the visit cost.

• Less than 24 hours' notice: Full visit cost charged.

• No-show (companion arrives, no access): Full visit cost charged.

Neara reserves the right to cancel or reschedule a visit with as much notice as possible in the event of companion illness, emergency, or circumstances beyond our reasonable control. In such cases, a full refund or credit will be offered and we will endeavour to arrange a replacement visit as soon as practicable.

6. Our companions

6.1 Vetting
All Neara companions undergo an enhanced Disclosure and Barring Service (DBS) check before their first visit. They are personally interviewed by a member of the Neara team and assessed for suitability, warmth, and reliability. DBS certificates are renewed in accordance with current guidance.

6.2 Contractor status
Neara companions are independent contractors, not employees of Neara. Neara is not responsible for any acts or omissions of companions that fall outside the agreed scope of the Service.

6.3 Consistency
Neara will use reasonable endeavours to assign the same companion to each visit. Where this is not possible due to companion availability, illness, or other circumstances, we will notify you in advance and offer an alternative companion or a rescheduled visit.

6.4 Companion conduct
Companions are required to act with professionalism, respect, and care at all times. Any behaviour that falls short of this standard should be reported to Neara immediately using the contact details in Section 11. Neara will investigate all complaints promptly.

7. Your responsibilities
You agree to:

• Provide accurate information about the person receiving visits, including any medical conditions, mobility requirements, known allergies, or behavioural considerations that may be relevant to the visit

• Ensure the person receiving visits is present and accessible at the agreed time

• Ensure that the home environment is safe for the companion to enter and work in

• Inform Neara promptly of any changes to the client's circumstances that may affect the suitability of the service

• Not request companions to perform tasks outside the agreed scope of the service

• Not contact companions directly to arrange visits or payments outside of the Neara platform

• Treat companions with respect at all times

Neara reserves the right to suspend or terminate the service if these responsibilities are not met.

8. The post-visit update
After each visit, Neara will send a written update to the nominated family contact. This update is provided as a courtesy feature of the service and is not a clinical record, care plan, or formal assessment. It should not be relied upon as a substitute for professional medical or social care advice.

Updates are typically sent within 2 hours of a visit concluding.

9. Safeguarding
While Neara is not a regulated care provider, we take the welfare of vulnerable adults seriously. Our companions are briefed on basic safeguarding awareness. If a companion observes anything during a visit that gives them cause for concern about a client's welfare, safety, or living situation, they are required to report this to Neara immediately.

Neara will escalate genuine safeguarding concerns to the relevant local authority adult social care team or, in urgent cases, to the emergency services. By booking our service, you acknowledge and consent to this process.

10. Limitation of liability
Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

Subject to the above, Neara's total liability to you in connection with the Services shall not exceed the total amount paid by you in the three months preceding the claim.

Neara is not liable for: any indirect or consequential loss; loss of profit or revenue; loss arising from circumstances outside our reasonable control; or the acts or omissions of companions acting outside the agreed scope of the service.

11. Complaints
If you are unhappy with any aspect of our service, please contact us at dan@withneara.com. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days. If we cannot resolve your complaint to your satisfaction, you may wish to seek independent advice or contact Citizens Advice.

12. Changes to these terms
We may update these Terms from time to time. We will notify existing customers of material changes with at least 14 days' notice by email. Your continued use of the service after that date constitutes acceptance of the updated terms.

13. Governing law
These Terms are governed by the laws of England and Wales. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.