Terms of use for the app.

01Welcome

Hello. You live in (or are moving into) a building fitted with Neolia. The app you install on your phone lets you answer your intercom, open a communal door, track your energy use and stay informed of technical events in your building. These terms of use set out the rules between you and Neolia: short, in plain English, and binding.

By creating your account or logging in to the app, you accept these terms. If you disagree with a particular point, write to us at contact@neolia.ch. We read every comment.

02Your account

Creation

You create your account through an invitation link sent by your property manager or owner. You enter your own display name, your email and a password. A mobile number is optional but recommended for two-factor authentication.

Security

You are responsible for keeping your login details confidential and for any action taken from your account. If you suspect unauthorised access, change your password immediately and write to contact@neolia.ch. We will never ask you for your password by email, SMS or telephone.

Multiple accounts / sharing

An account is personal. If several people in the household want to receive the door calls, use the built-in sharing feature (Settings → Family & carers). Do not share your login details openly.

03What the app does

In its current scope, the Neolia app lets you:

• receive an incoming video call from the building's intercom panel and answer it;
• open remotely the communal doors your home is allowed to open (entrance door, gate, garage, bike store);
• view your individual energy use (electricity, EV charging where applicable);
• be informed in real time of technical events in the building (breakdown and return to service of a lift or of another connected device), where the building is connected to Neolia technical monitoring;
• receive service notifications from your property manager (works, planned shutdown).

Features may change. We document the important additions in the « What's new » section of the app.

04Expected behaviour

By using the app, you undertake to:

• not attempt to bypass the access controls, or to hack the app or the connected equipment;
• not use the app for unlawful purposes, or to harass or monitor another person;
• not record or share the voice or image of people who ring at your door without their consent;
• follow your building's house rules when opening communal doors (in particular: do not open the door to a stranger).

05Data and privacy

We collect the bare minimum, in Switzerland, and for no longer than necessary. The detail (who sees what, retention periods, rights) is in the Resident section of the privacy policy.

Four things to remember:

• the intercom video is not recorded by default;
• your property manager cannot see who rings at your door;
• you can export or delete your data from the app, in Settings → Privacy → My data;
• your energy readings may feed the building energy report, as aggregated totals, never under your name and never dwelling by dwelling.

06Service availability

The app and the infrastructure that routes calls are monitored automatically at all times, and an interrupted service is restarted without human intervention. Planned maintenance takes place at night (02:00–05:00, Swiss time), with advance notice in the app. Neolia sets itself a monthly availability target of 99.5 %, excluding announced maintenance. It is a target, not a guarantee.

The app depends on your connectivity (4G/5G, Wi-Fi) and on the Apple and Google stores working properly. An outage of your telecom operator or of your phone cannot be attributed to Neolia. If your phone stops responding, the intercom panel keeps calling the other residents.

If the building loses its internet connection, the intercom panel no longer calls anyone. Calls go through our servers: without internet, neither a call to a resident nor a forward to a phone goes out. What keeps working, because it is stored in the panel itself: opening the door with a code and with a badge. Neolia does not replace any emergency number and does not carry any emergency call: in an emergency, call 144, 117 or 118 from a phone.

The building's internet connection is the responsibility of its provider (Swisscom or another operator), chosen by the owner or the property manager. When no device in the building has responded for a significant period, Neolia informs the property manager.

Continuity if the contract holder fails to pay. The service is supplied to the holder of your building's contract (property manager, condominium, owner). If they fail to pay, and only after a reminder and then a formal notice, the app's features may be sharply reduced. The basic intercom service is always kept: you receive the door call and speak to the visitor, in audio, and you open the door remotely. Forwarding to an ordinary telephone and the loaned screen keep working, and your codes, badges and keys remain valid. For any question about a reduction in service, contact your property manager.

07Suspension and closure

Your account may be suspended temporarily in the event of suspicious activity (repeated authentication attempts, automated behaviour), while we check where it comes from. You are informed and can resolve the situation by contacting support.

Your account may be closed:

• at your request, at any time, from Settings → Privacy;
• automatically, 30 days after the end of your lease is reported by the property manager;
• in the event of a serious and repeated breach of these terms of use, after a warning.

08Liability

Neolia makes the app available to you free of charge, under the contract between your property manager and Neolia. Neolia takes reasonable care to make the app work properly, but does not guarantee that it will be entirely free of interruption or bugs.

To the extent permitted by Swiss law, Neolia's liability towards you, as a non-paying end user, is limited to proven direct damage resulting from gross negligence or wilful misconduct.

09Stores and operating systems

The app is distributed through the App Store (Apple) and the Google Play Store. Apple and Google are not parties to this contract; they do, however, have their own terms of use, which you accept when you download the app. The Apple terms (in particular the “ standard EULA ” requirements) and the Google terms prevail in the event of a conflict, for distribution matters only.

Minimum OS versions currently supported: iOS 16 and Android 8.

10Changes to these rules

These terms of use may change. Any substantial change is notified to you by email and in the app, with reasonable notice (at least 30 days for changes that restrict your rights). You may refuse a new version at any time by closing your account.

11Governing law

These terms of use are governed by Swiss law. As a consumer, you also benefit from the mandatory provisions of the law of your habitual residence. Disputes fall to the courts of the canton of Fribourg, subject to any different mandatory place of jurisdiction provided by law for consumers.

Before any dispute, write to us at contact@neolia.ch: almost every situation is settled in a few exchanges.