Terms and Conditions

These Terms form a binding agreement between you and XYRAVON STUDIOS LLP, the operator of Neeli. Please read them. Where something matters more than the rest — what Neeli is not, what happens to your money, and what gets you banned — we have said it plainly rather than burying it.

By tapping Continue on the sign-in screen, or by using Neeli in any way, you accept these Terms, our Privacy Policy and our Community Guidelines.

1. Who may use Neeli

You may use Neeli only if:

• you are 18 years of age or older;
• you have the legal capacity to enter into a contract under the Indian Contract Act, 1872;
• you have not previously been suspended or banned from Neeli; and
• you provide accurate information about yourself.

Neeli is not for children. Under the Digital Personal Data Protection Act, 2023, anyone under 18 is a child. If we find that an account belongs to someone under 18 we will close it and delete the data associated with it.

One person, one account. Accounts may not be shared, sold, rented or transferred.

2. What Neeli is

Neeli is a platform that connects users with trained non-professional listeners for emotional support conversations by voice or video.

Listeners are trained by Neeli to hold a supportive conversation, to observe our conduct rules, and to respond appropriately if someone is in distress. They are independent contractors. They are not our employees, and they are not agents acting on our behalf.

Neeli is not a random or anonymous chat service, and is not a dating, hookup or matchmaking service. Users are not paired with strangers at random. Every listener completes identity and age verification and training before their profile is published, and a user selects a specific listener from that profile before any call is placed. Attempting to use Neeli for random chat, dating, flirting or sexual contact is a breach of these Terms.

3. What Neeli is not

This section is the most important one in this agreement.

• Neeli is not medical care. It is not therapy, counselling, psychotherapy, psychiatric treatment or a diagnosis of any kind.
• Listeners are not licensed mental health professionals. They are not therapists, counsellors, psychologists, psychiatrists or doctors, and they must not present themselves as any of those.
• No professional relationship is created. Using Neeli does not create a doctor-patient, therapist-client or any other professional or fiduciary relationship between you and a listener or between you and Neeli.
• Neeli is not a medical device. It does not diagnose, treat, cure or prevent any disease or condition, and nothing in the app should be understood as a medical claim.
• Neeli is not a substitute for professional treatment. If you have, or think you may have, a mental or physical health condition, consult a qualified professional.
• Always consult a healthcare professional for medical advice, diagnosis or treatment, and check with a doctor before making any medical decision. Nothing said on Neeli, by a listener or in the app itself, is medical advice, and it must never be relied on in place of professional judgement.
• Neeli is not an emergency service. We cannot dispatch help, we cannot intervene in a situation in progress, and we cannot guarantee that anyone is monitoring a conversation in real time.

If you tell a listener that you are thinking about harming yourself, they are instructed to stay with you, respond with care, and share the helpline numbers above. They are not trained to provide crisis intervention, and they may escalate the matter to Neeli's safety team. Confidentiality does not override safety.

4. Your account

• You sign in through a supported identity provider — Google Sign-In, or Sign in with Apple on iOS. Keep that account secure: anyone with access to it can access your Neeli account.
• If you use Sign in with Apple, you may choose to hide your email address, in which case we receive an Apple private relay address instead of your real one. Neeli works normally either way.
• You can disconnect Neeli from the sign-in provider at any time, from that provider's own account settings, which revokes our access to it.
• You are responsible for all activity on your account.
• Tell us at contact@neeliapp.com immediately if you believe your account has been accessed by someone else.
• We may suspend or close an account that breaches these Terms, that we reasonably believe is fraudulent, or that we are required to act against by law.

5. Credits, payments and your balance

Calls on Neeli are funded by credits, an in-app balance you top up before or during use.

What credits are, and are not:

• Credits are a virtual in-app item, usable only inside Neeli.
• Credits are not money, not a deposit, not a prepaid payment instrument, and not a claim on us for cash.
• Credits are not redeemable or exchangeable for cash by users.
• Credits are not transferable between accounts and cannot be gifted, resold or traded.
• Credits carry no interest and confer no ownership or proprietary rights.
• Credits have no value outside Neeli and no value after your account ends.

Buying credits. Credits are purchased inside the app through Razorpay or PayU. Prices, applicable taxes and the number of credits in each pack are shown to you before you confirm a purchase. We do not receive or store your card number, UPI PIN, CVV or banking credentials — those go directly to the payment processor.

How credits are used. Calls are charged per minute. The rate depends on the listener and on whether the call is audio or video, and the applicable rate is shown to you before the call starts. Charging begins when the call connects, not when it is placed. Part-minutes are charged as set out in the app at the time of the call. When your balance runs low, the app warns you; when it reaches zero, the call ends.

Promotional credits. Welcome bonuses, referral rewards and similar promotional credits are gifts, not purchases. They have no cash value, may expire, may be withdrawn if we detect abuse, and are limited to one per device and one per email address, permanently. Creating additional accounts to claim them again is a breach of these Terms.

Changes to pricing. We may change credit pack pricing and per-minute rates. We will give notice in the app before a change takes effect. Credits already in your balance are not devalued retrospectively.

Failed and duplicate payments. If money leaves your account and credits do not arrive, or you are charged twice for the same order, we will fix it — see the Refund and Cancellation Policy.

Chargebacks. If you dispute a charge with your bank instead of contacting us, we may suspend your account while we investigate. Please write to contact@neeliapp.com first; it is faster.

On closure. If your account is deleted, or terminated for breach of these Terms, any unused balance is forfeited without refund.

6. Calls

• Users start calls. Listeners never call users first.
• We do not guarantee that any particular listener, or any listener at all, will be available at a given time.
• We do not guarantee call quality. Calls depend on your network, your device and third-party infrastructure.
• Calls may drop. Where a call fails to connect, or drops within the first few seconds because of a fault on our side, we credit the charge back automatically. The Refund and Cancellation Policy sets out how this works.
• Recording is prohibited. Neither users nor listeners may record, screenshot, stream, transcribe or redistribute a call, in whole or in part. Neeli itself does not record the content of calls.

7. Rules of conduct

Neeli has zero tolerance for objectionable content and abusive behaviour. You agree not to use Neeli to create, transmit, display, upload or share anything, and not to behave in any way, that:

• is obscene, pornographic or paedophilic;
• is invasive of another person's privacy, including bodily privacy;
• is insulting or harassing on the basis of gender;
• is racially or ethnically objectionable;
• relates to or encourages money laundering or gambling;
• is harmful to a child in any way;
• infringes any patent, trademark, copyright or other proprietary right;
• is defamatory, libellous, or knowingly false or misleading;
• impersonates another person;
• threatens the unity, integrity, defence, security or sovereignty of India, its friendly relations with foreign states, or public order, or incites any cognisable offence, or prevents the investigation of any offence, or insults any foreign nation;
• contains a software virus or any code designed to interrupt, destroy or limit the functionality of any computer resource; or
• is patently false with the intent to mislead, harm or gain financially.

In addition, and specific to Neeli, you must not:

• introduce sexual content into a conversation, solicit sexual content, or request or offer "adult services";
• ask a listener for money, offer a listener money outside the app, or solicit any payment off-platform;
• share or request phone numbers, social media handles, payment identifiers or any other contact details, or attempt to move the conversation off Neeli;
• record, screenshot or redistribute a call;
• harass, threaten, stalk, demean or discriminate against anyone;
• advertise, spam, promote another platform, or recruit for any scheme;
• misrepresent your identity, age or gender;
• use Neeli if you are under 18, or facilitate its use by anyone under 18;
• use bots, scrapers, automation, reverse engineering, or any method of obtaining credits or calls other than the ones the app provides.

Our Community Guidelines explain each of these with examples and set out the consequences.

8. Reporting, blocking and enforcement

Screening. Listening on Neeli is not self-serve. Applicants complete identity and age verification and training on these Terms and the Community Guidelines before their profile is published, and profile photographs, nicknames and bios are reviewed before they are shown to anyone. We remove content that breaches these Terms, our Community Guidelines or applicable law when we become aware of it.

Reporting. Every call can be reported during or after it, using specific reason codes and a free-text description. You can also report a problem from the app's settings, or email contact@neeliapp.com. Reporting and blocking controls are available inside the app and are clearly labelled.

What we do. Reports are reviewed by a person. We act on reports of prohibited content or behaviour within 24 hours of receiving them. Where a report discloses a serious offence, we may preserve evidence and refer the matter to law enforcement.

Blocking. You can block another account. A block removes that account from your view and prevents any further contact between the two accounts — once a block is in place, neither side can place a call to the other, and neither appears to the other in the app.

Enforcement ladder. Depending on severity and history, we may issue a warning, restrict features, forfeit promotional credits or listener earnings, suspend the account, ban it permanently, ban the associated device and email, or refer the matter to the authorities. Some categories — anything involving a minor, non-consensual intimate imagery, or a credible threat to life — result in immediate permanent removal without a warning step.

Appeals. If you believe an enforcement decision was wrong, write to contact@neeliapp.com within 30 days with your account email and what you think we got wrong. A different reviewer will look at it. We will not disclose what action we took against another person's account.

9. Our role as an intermediary

Neeli is an intermediary under section 79 of the Information Technology Act, 2000. Conversations, profiles and reports are created by the people using the service, not by us. We do not initiate transmissions, we do not select the receiver, and we do not modify the information in a conversation.

We observe due diligence as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, including publishing these Terms and our Privacy Policy, informing users at least once a year of the consequences of non-compliance, acting on lawful orders, and appointing a Grievance Officer.

By submitting content to Neeli — a nickname, a bio, a photo, a report — you grant us a non-exclusive, royalty-free, worldwide licence to host, store, reproduce and display it for the purpose of operating, moderating and improving the service. You retain ownership of your content.

10. Our intellectual property

Neeli, its name, logo, app, website, designs, text and software are owned by XYRAVON STUDIOS LLP or its licensors. We grant you a limited, personal, revocable, non-exclusive, non-transferable licence to use the app for its intended purpose. You may not copy, modify, distribute, sell, lease, reverse engineer, decompile or create derivative works from any part of Neeli, and you may not use our name or logo without written permission.

11. Third-party services

Neeli depends on third-party services, including an identity provider for sign-in, a real-time communications provider for calls, cloud infrastructure, and the app stores. Their terms and privacy policies apply to their part of the service, and we are not responsible for their acts or omissions.

If you obtained the Neeli app from the Apple App Store or Google Play: Apple and Google are not parties to this agreement, are not responsible for the app or its content, have no obligation to provide support for it, and are third-party beneficiaries of these Terms entitled to enforce them against you. Your use must also comply with the applicable store's terms of service.

12. Disclaimers

Neeli is provided "as is" and "as available". To the maximum extent permitted by law we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement.

We do not warrant that:

• the service will be uninterrupted, timely, secure or error-free;
• any particular listener will be available;
• a conversation will produce any particular emotional, psychological or other outcome; or
• anything said by a listener is accurate, complete or suitable for your situation.

Listeners are independent contractors. We do not endorse, verify or take responsibility for what a listener says to you, and you should not treat it as professional advice of any kind.

13. Limitation of liability

To the maximum extent permitted by law, and subject to the paragraph below:

• we are not liable for indirect, incidental, special, consequential, punitive or exemplary damages, or for loss of profits, goodwill, data or opportunity;
• our total aggregate liability arising out of or relating to Neeli is limited to the total amount you actually paid to us in the six months preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, or any right you have as a consumer under the Consumer Protection Act, 2019.

14. Indemnity

You agree to indemnify and hold harmless XYRAVON STUDIOS LLP, its directors, officers, employees and contractors against any claim, loss, liability, cost or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of Neeli, or your violation of any law or third-party right.

15. Suspension and termination

By you. You may stop using Neeli at any time and delete your account from Profile → More → Delete account, or through the routes on our Account and Data Deletion page. Deleting from inside the app terminates the account immediately, and it cannot be restored.

By us. We may suspend or terminate your access, with or without notice, if you breach these Terms or the Community Guidelines, if we are required to by law, if we reasonably suspect fraud, or if continuing to serve you would put others at risk.

Effect. On termination your licence to use Neeli ends and any unused balance is forfeited without refund. Sections concerning intellectual property, disclaimers, limitation of liability, indemnity, governing law and dispute resolution survive termination.

16. Grievances and disputes

Grievance Officer (Information Technology Rules, 2021):

• Name: Aman
• Designation: Grievance Officer
• Email: contact@neeliapp.com
• Address: 1st Floor, SP Castle, Farook College Road, Ramanattukara, Feroke, Kozhikode, Kerala 673633, India

Complaints are acknowledged within 24 hours and resolved within 15 days. Complaints about nudity, sexual imagery, impersonation or morphed images of a person are acted upon within 24 hours.

Consumer grievances under the Consumer Protection (E-Commerce) Rules, 2020 may be sent to contact@neeliapp.com. We acknowledge within 48 hours and redress within one month.

Governing law and jurisdiction. These Terms are governed by the laws of India. Subject to the arbitration clause below, the courts at Kozhikode, Kerala have exclusive jurisdiction.

Arbitration. Any dispute that cannot be resolved through our grievance process within 30 days shall be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Kozhikode, and the proceedings shall be in English. This clause does not prevent either party from seeking urgent interim relief from a court, and does not affect your rights under consumer protection law.

17. General

• Changes. We may update these Terms. Material changes will be notified in the app and by email before they take effect, and the version number and effective date at the top of this page will change. Continued use after the effective date means acceptance.
• Force majeure. We are not liable for failures caused by events beyond our reasonable control, including network outages, third-party service failures, natural events, government action or civil disturbance.
• Severability. If any provision is held unenforceable, the rest remains in force.
• Assignment. You may not assign these Terms. We may assign them as part of a merger, acquisition or restructuring.
• Entire agreement. These Terms, the Privacy Policy, the Community Guidelines and the policies linked from them are the entire agreement between us on this subject.
• Notices. We send notices to your registered email address or through the app. Send notices to us at contact@neeliapp.com.
• Language. The English version of these Terms governs.