Neya Terms of Service

These terms are the agreement between you and Neya Technologies Ltd, a company registered in England and Wales (company number 16274268), whose registered office is c/o Founders Law, 1 Hamilton House, Temple Avenue, London EC4Y 0HA (“Neya”, “we”, “us”). They cover the Neya app on iPhone and Android, app.joinneya.com, and everything you do through them (together, “Neya”).

We’ve tried to write them in plain English. Please read them, especially sections 6 (membership and payments), 8 (meeting in person) and 11 (our liability). By creating an account you agree to these terms and our Community Guidelines. Our Privacy Policy explains how we use your information.

1. What Neya is

Neya helps you meet people near you in real life. You tell Neya what you’d like to do, and Neya finds a few people nearby who want the same, puts you in a small group, and helps the group agree on a plan and meet up.

Neya is an AI assistant as well as an app. She writes messages, suggests plans, people and places, and helps keep group chats on track.

Neya helps users organise plans by suggesting people, places and times, sending invitations and coordinating arrangements, including through AI. Neya sends invitations, reminders and plan updates by WhatsApp, email and notifications. WhatsApp is part of how plans work: you can switch it off in Settings → Notifications or by replying STOP, but you may then miss updates about your plans. Unless we expressly say otherwise, we are not a plan’s host or supervisor, do not attend it and do not run its venue. Members choose whether to take part.

2. Who can use Neya

• You must be 18 or over. By creating an account, you confirm you are. If we have reason to think someone is under 18, we’ll close their account.
• You must be able to enter a binding contract, and not be barred from using Neya by law or by an earlier decision of ours.
• Neya is for personal use. Business promotion, selling, recruitment and commercial hosting need our prior written agreement and any separate terms we require.
• Neya is currently available in the UK, in the areas we serve.

3. Your account

• Use your real first name and a recent photo of yourself, and keep your details accurate.
• One account per person. Don’t share it, sell it or let someone else use it.
• Keep your sign-in secure. You’re responsible for what happens on your account, unless someone used it without your fault.
• Tell us at hello@joinneya.com if you think someone else has got into your account.

4. Your content and how Neya uses it

Your content is what you put into Neya: your profile, photos, messages and the plans you suggest. It stays yours.

So we can run Neya, you give us a worldwide, non-exclusive, royalty-free licence to host, store, copy, display and adapt your content to provide and improve the service. For example, we show your profile to people Neya suggests, and to people nearby who ask Neya to start a plan, share your messages with your group, and send your words to the AI services that power Neya (see our Privacy Policy). The licence ends when you delete the content or your account, except where we need to keep it for the reasons in our Privacy Policy.

You confirm that you have the right to share your content and that it follows these terms and the Community Guidelines.

5. Neya’s messages and suggestions

Neya’s messages, suggestions and summaries are generated by AI and may be wrong, out of date or incomplete. Check important details with the venue or organiser, including bookings, prices, accessibility and suitability. A suggestion or invitation is not confirmation of a booking. Neya does not provide professional advice or emergency support. This does not reduce our responsibility to provide our service with reasonable care and skill.

Neya may also take part in your group chats. She can welcome people, suggest times and places, sum up where a plan has got to, nudge a group that has gone quiet, and step in when a conversation breaks the Community Guidelines.

6. Membership and payments

6.1 Free and paid.

Some features are free, such as viewing plans and drafting plans. Which features need a membership, and whether membership is offered, depends on where you are and may change over time. We work this out from the location in your profile. Where membership is offered, it gives you access to the matching, chat and plan-coordination services shown before you pay. Where it isn’t, you can use what’s available to you there without paying. The app always shows you what’s included for you before you’re asked to pay.

We work to help you find people and opportunities that suit your interests, but availability depends on your area, other members and their choices. We do not guarantee a number of invitations, a suitable match or that any plan will happen. If there are too few suitable opportunities, contact us; any discretionary credit or refund is agreed case by case, without affecting your legal rights. Changes to paid features are covered by section 14.

6.2 Price and renewal. Membership costs £7.99 a month, including applicable taxes, unless a different total price is shown before you buy. It renews monthly until you cancel. Apple or Google charges purchases through its store; Stripe processes web payments. Membership does not include food, drink, tickets, travel or other plan costs unless expressly stated. Any no-show fee is separate and subject to 6.10.

6.3 Free periods. Some people get a free period at the start, such as a 14-day trial for new members, or free months with an organiser or promotional code. You’ll see how long it lasts and the date of your first charge before you start. Unless you cancel before that date, membership continues as a paid monthly membership. We’ll remind you before the first charge. A free offer is one per person and can’t be exchanged for money.

6.4 Cancelling. You can cancel at any time, and membership continues to the end of the period you’ve paid for.

• iPhone: Settings → your name → Subscriptions, or Manage membership in the app.
• Android: Google Play → Payments & subscriptions, or Manage membership in the app.
• Web: Manage membership in the app.

Deleting your account or the app does not cancel a store subscription. Please cancel it in your store settings too.

6.5 Your money back in the first 14 days. Ask within 14 days of your first payment and we will refund it, with no reason needed. This voluntary promise is one refund per person; we may refuse repeat or fraudulent claims.

Tap Request a refund under Your membership or email hello@joinneya.com. It is additional to your statutory rights, which are not limited by this one-refund rule. For online service contracts, you normally have 14 days from entering the contract to cancel by telling us clearly. If you expressly request an early start, a lawful proportionate charge for service supplied may apply to a statutory cancellation, but not to a refund covered by our voluntary promise. Starting to use Neya does not by itself waive your legal rights.

6.6 Refunds on the App Store and Google Play. Use the store’s refund process for store payments. If Apple or Google refuses a refund covered by 6.5, email hello@joinneya.com with the decision and purchase details; we will arrange reimbursement another way. You cannot recover the same payment twice. Outside our voluntary promise, we do not normally refund part-used months unless the law requires it or a fault on our side prevented access. Store procedures do not remove your rights against us.

6.7 If we remove you. We may end membership for serious or repeated breaches under section 10. We do not automatically forfeit all unused fees: we may retain only a fair amount reflecting the service supplied and loss directly caused by your breach, without double recovery. We refund any remaining balance and any amount required by law.

6.8 Price changes. We may change the price of membership, including for founding members. We’ll tell you at least 14 days before a new price applies to you, and you won’t be charged it until you’ve had the chance to cancel. If you don’t want to pay it, cancel before it starts. App stores may give longer notice or ask you to agree to the increase.

6.9 Codes. Organiser and promotional codes are personal, can’t be sold, and may have an expiry date and their own conditions, shown when you use them.

6.10 Turning up: the no-show fee. If you do not attend, or cancel less than 24 hours before a plan starts, we may charge £3 for that plan, subject to the safeguards below. There is at most one £3 fee per person per plan.

• Never charged: cancellation in the app at least 24 hours before; a plan called off, not held, or whose date, time or place changed after you joined. We also waive the fee where you reasonably could not find the group, left or stayed away because of a safety concern (including because someone you’ve blocked or reported was going), or reasonably believed the plan was not going ahead.
• How we know: we use explicit attendance information and cancellation records.
• Your card: we may ask you to add a card before joining. Your express agreement authorises Stripe to charge qualifying £3 fees under this policy, without fresh approval each time. Stripe holds the card. Any separate venue or organiser charges must be disclosed and agreed separately.
• Before a charge: we explain the reason and give you a reasonable opportunity to challenge it by emailing hello@joinneya.com. We hold a disputed charge while a person reviews it, and send a receipt for any fee charged.
• Appeals: email hello@joinneya.com to challenge attendance, a late cancellation or a fee. A person reviews the evidence and your explanation. Illness, emergencies, caring responsibilities, failed transport and unexpected work may justify a waiver. If a charge was wrong or an appeal succeeds, we refund it in full. This does not restrict your statutory rights or right to raise a genuine payment dispute with your bank or payment provider.
• Repeated no-shows may lead to a review of your account under section 10.

6.11 If membership comes to your area. If we start offering membership where you are, or you move somewhere it’s offered, some features may then need a membership. We’ll tell you before this affects you, and we’ll never charge you unless you choose to join.

7. Using Neya well

Our Community Guidelines are part of these terms. In short, and as well as everything in them, you agree not to:

• harass, threaten, abuse, discriminate against or endanger anyone, online or in person
• pursue anyone romantically or sexually who hasn’t shown interest
• post anything illegal, sexually explicit or violent, or anything that infringes someone else’s rights
• pretend to be someone else, or misrepresent your age
• sell, promote, spam, recruit or move people to other platforms to do so
• share someone’s personal details or private messages without their permission
• scrape or harvest data, bypass security, disrupt Neya, or reverse-engineer it except where the law permits
• use Neya to break the law

8. Meeting people in person

Meeting in person is the point of Neya and it also comes with real-world risks to you which you should be aware of and manage. Please read this section carefully.

8.1 You choose whether to go. Neya may coordinate a plan, but you decide whether to join and stay, and can leave at any time. Check the final arrangements in the plan. A member suggesting a plan does not become responsible for everyone else’s conduct or safety.

Anyone who agrees to host or make a booking is responsible for the arrangements they undertake, sharing accurate details, capacity and costs, and communicating changes promptly. You may not see some plans, or a plan may show as unavailable to you, because of its capacity or other members’ safety settings, and we don’t tell you why.

8.2 We don’t check people. We don’t run criminal record or identity checks on members, and we can’t promise anyone is who they say they are or will behave well. Our Community Guidelines include safety advice. Please follow it: meet in public, tell someone where you’re going, and arrange your own way home.

8.3 Venues and activities are not ours. Third parties supply food, drink, tickets, activities and travel under their own terms. Check their costs, cancellation rules and suitability before committing. A Neya suggestion is not an endorsement or safety check. We are not responsible for their independent acts or failures, but remain responsible for our own service under section 11.

8.4 Your own safety and costs. You are responsible for your conduct, belongings, agreed costs and deciding whether an activity suits your health and abilities. Do not commit others to a booking or payment without their agreement. Extra guests need the organiser’s agreement, available capacity and acceptance of the applicable participation and safety rules. Children may attend only a suitable plan that expressly allows them, with a responsible adult who supervises them throughout. Neya provides no childcare or supervision; children cannot hold accounts.

8.5 When something goes wrong. If someone breaks the guidelines at a meetup, tell us at moderation@joinneya.com or in your reply to Neya after the plan. If you’re in danger or a crime has happened, contact the police or emergency services (999) first. We can’t offer live support during a meetup. We cooperate with the police when the law allows or requires it.

Nothing in this section limits our responsibility for what the law doesn’t allow us to exclude (see 11.1).

9. Other people

Members are responsible for their own words and actions. We handle reports under section 10, including relevant off-platform conduct involving members. We do not guarantee anyone’s behaviour or resolve private disputes between members, but this does not exclude responsibility for our own acts, omissions or legal duties.

10. Moderation, suspension and closing accounts

10.1 We use automated tools and people to review content and behaviour. Where reasonably necessary to enforce these terms, address safety risks or comply with law, we may remove content or unsafe plans, remove someone from a group or plan, restrict features, suspend or close an account. Creating or coordinating a group gives no ownership of Neya or authority to bind us; we may change group administration for these reasons.

10.2 We usually work in three steps: a friendly nudge, a warning, then removal. Serious behaviour, such as violence, threats, sexual harassment, spiking drinks or exploiting a child, leads straight to removal. So does coming back after you’ve been removed. The Community Guidelines list these.

10.3 Automated tools may hide or hold a message. A person makes any decision to suspend or close an account.

10.4 We’ll usually tell you if we take action on your account, and how to appeal. We may not give details, for example where that could put someone at risk, identify who made a report, or affect an investigation. We keep reports confidential as far as reasonably possible, but may need to disclose information where law or a fair investigation requires it. Report illegal content, safety concerns or complaints about our moderation through the in-app reporting tools or moderation@joinneya.com. You can use the same email to appeal, and a person will review the decision.

10.5 You can close your account at any time in Profile → Delete account. See 6.4 for subscriptions.

10.6 We have the right to end your membership for any reason or none. If we do, we’ll tell you, and either give you at least 30 days’ notice or end it straight away and refund any paid period you won’t get to use. Where safety is a concern, we may end it straight away. This doesn’t limit your rights or our obligations under section 10.

11. Our responsibility to you

11.1 What we never limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit. Nothing affects your legal rights as a consumer, including the right to a service provided with reasonable care and skill.

11.2 What we’re responsible for. If we break these terms or fail to use reasonable care and skill, we’re responsible for loss you suffer that was a foreseeable result. Loss is foreseeable if it was obvious it would happen, or if we both knew it might when you joined.

11.3 What we’re not responsible for. Subject to 11.1, we’re not responsible for:

• what other members do or say, on Neya or in person, beyond our own failure to act with reasonable care on what we knew
• independent acts or failures of third-party venues, events, products or travel, except to the extent our own breach or negligence caused the loss
• business losses: Neya is for personal use
• unavoidable loss caused solely by events outside our reasonable control, provided we take reasonable steps to limit the impact; this does not remove any right to a refund

11.4 Limit. For claims that can lawfully and fairly be capped, our total liability is limited to the greater of £100 and the membership and no-show fees you paid for Neya in the preceding 12 months. This does not cap the liabilities or consumer rights in 11.1, or compensation that data-protection law entitles you to claim.

12. The App Store and Google Play

If you got Neya from Apple’s App Store:

• these terms are between you and Neya, not Apple, and Neya (not Apple) is responsible for the app and its content
• your licence to use the app is a non-transferable licence for Apple-branded devices you own or control, under Apple’s usage rules
• Apple has no duty to provide maintenance or support for the app
• if the app fails to meet a warranty, you can tell Apple, and Apple will refund the app’s purchase price (if any). Apple has no other warranty obligation
• Neya, not Apple, handles claims about the app, including product liability, failure to meet legal requirements, consumer protection and intellectual property claims
• you confirm you’re not in a country under a US government embargo or on a US prohibited-parties list
• Apple and its subsidiaries are third-party beneficiaries of these terms and can enforce them against you

Apple’s standard Licensed Application End User License Agreement also applies. Where it and these terms differ, these terms apply, as far as Apple’s rules allow. Google Play purchases are also covered by Google Play’s terms.

13. Our intellectual property

Neya, the app, its design, Neya’s character and her messages belong to us or our licensors. You can use them only to use Neya under these terms.

14. Changes to Neya and to these terms

We may change, replace or remove features at any time, and may update these terms for service improvements, legal or safety requirements or changes to how we operate. Membership coming to your area is covered by 6.11. If a change to features materially reduces what you pay for, we’ll tell you before it applies, normally at least 7 days before. We’ll give at least 14 days’ notice of a change to these terms that matters, unless a legal or safety need requires earlier action. Changes will not retrospectively remove rights you already have. If a change materially reduces your paid service or disadvantages you, you may end membership and receive a refund for the unused part of your paid period. Price changes follow 6.8.

We may stop offering Neya, or any part of it, at any time. If we do, we’ll tell you as early as we reasonably can, normally at least 7 days before, stop renewals, and refund any paid period you won’t get to use.

15. General

• These terms, the Community Guidelines and the purchase terms shown before you buy govern your use of Neya. Nothing here excludes information or promises that the law treats as part of our contract.
• If a court decides part of these terms can’t be enforced, the rest still applies.
• If we don’t enforce something straight away, we can still enforce it later.
• We may transfer this agreement to another organisation that takes over Neya. Your rights won’t be reduced. You can’t transfer your account.
• Apart from Apple under section 12, no one else has rights under these terms.

16. Law and complaints

These terms are governed by the law of England and Wales, without taking away mandatory consumer protections where you live. You can bring a claim in the courts of England and Wales, or your local courts in Scotland or Northern Ireland if you live there. Email complaints to hello@joinneya.com; we aim to resolve them within 14 days and will explain if more time is needed. Data-protection complaints follow the Privacy Policy. You do not have to give up access to the courts or statutory remedies.

17. Contact

• General and complaints: hello@joinneya.com
• Reports and safety: moderation@joinneya.com
• Post: Neya Technologies Ltd, c/o Founders Law, 1 Hamilton House, Temple Avenue, London EC4Y 0HA