Contents

1. Latest Help Resources

2. Care Instructions

3. Preparing the NER for a New User

4. Pricing

5. Neater Solutions Services

6. Purchase Options

7. Rental Options

8. Extending the Life of Your NER

9. Trade-In Programme

10. Re-issue Checklist

 

1. Latest Help Resources

The most up-to-date user manuals and support materials are available here:
🔗 https://www.neater.co.uk/instruction-manuals

 

2. Care Instructions

The NER is designed to be ready to use straight out of the box and requires minimal maintenance.

Recommended care:

• Keep the robot clean: Wipe down between meals.

• Update the app periodically: To ensure access to the latest features and performance improvements.

• Look after consumables: Take care of the tablet, crockery, cutlery, and any switches provided.

 

3. Preparing the NER for a New User

Watch our setup video (work in progress):
▶️ https://www.youtube.com/watch?v=GaOOvbo7GAU

Steps:

• Clean the robot thoroughly.

• Check functionality (ideally by trying a meal). If you encounter any issues, contact Neater Solutions for free technical support.

• Reset all user profiles.

• Check the supplied plates, crockery, and switches are suitable. Replacement items can be ordered here: 🔗 https://www.neater.co.uk/shop feel free to contact your neater consultant or info@neater.co.uk if you need any guidance on this.

• Further detailed guidance at the end of this document in the re-issue checklist.

 

4. Pricing

Quotes are valid for 60 days. After this period, Neater Solutions reserves the right to update pricing.

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5. Neater Solutions Services

Assessment - For main equipment (including NER), Neater Solutions offers either a home assessment or postal trial free for initial purchases or rentals. Additional assessments are chargeable. Terms & Conditions: https://www.neater.co.uk/home-and-postal-trial-terms-and-conditions 

Warranty (New Products) - 3-year warranty as standard. Details: https://www.neater.co.uk/warranty 

Paid Repairs 1 - year warranty on repaired parts. Repairs available up to 10 years from purchase. 

Refurbishment Programme - Available for selected products (including NER) up to 7 years old. Includes a 2-year warranty.

Visits - A Neater representative can visit to set up your equipment (UK fixed fee). Usually not required for the NER. (UK only)

Technical Support - Free technical support available via email and/or video call.

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6. Purchase Options

NER-C2 (standard package) - Neater Eater Robotic - Electric Programmable Version complete incl. Plates, plate stand & cutlery. Comes with silver case as standard. Includes carry bag. Includes 2x cutlery and crockery plus 1x plate stand. Excludes partitioned plate. UK ONLY.

Additional crockery, cutlery and switching can be purchased. https://www.neater.co.uk/shop

Additional extended warranty can be purchased.

 

7. Rental Options (UK options)

7.1 Standard NER Rental

• Available for 1 year (with 6-month and 3-month packages also offered).

• Includes plates, plate stand, and cutlery.

• Customer must complete a rental agreement confirming appropriate return of equipment.

• If not returned, the full value of a new NER will be charged.

7.2 NAS0G-NER Rental (for MND Clients)
Designed for individuals diagnosed with Motor Neurone Disease (MND).
This programme supports users through disease progression:

• Early stages: NAS0 device supports self-feeding with arm movement.

• Later stages: NER device enables continued independence when arm function declines.

7.3 Rent-to-Purchase Option
At the end of a 1-year rental, users may choose to purchase the unit by paying the outstanding balance.
Purchased units include a 3-year warranty from the original delivery date.
Technical support or refurbishment may be arranged to ensure the device meets current standards.

 

8. Extending the Life of Your NER  (UK only)

8.1 Refurbishment

• Brings the unit up to modern standards (belt tightening, calibration, software updates).

• Includes new: 2x cutlery, crockery, batteries, tablet, bag, and cover.

• Comes with a 2-year warranty.

• Available for units up to 7 years old.

• Please provide serial number (format: NER-).

• Only return the robot and tablet.

8.2 Refurbishment Pre-Purchase Option
Lock in a refurbishment price at the time of original purchase.

8.3 5-Year Maintenance Plan

• Must be purchased with a new unit.

• Extends the return-to-base warranty to 5 years from the invoice date.

• Includes one full service (recommended at the start of year 4) with a loan unit provided.

• Service includes internal checks, recalibration, and part replacement as needed.

 

9. Trade-In Programme (UK only)

If equipment is beyond refurbishment or repair age, or if newer models offer significant improvements, Neater Solutions may offer a small trade-in credit on a like-for-like basis.

 

10. Re-issue Checklist

This checklist can be used alongside the Neater Eater Robotic Quick Start guide.

1. Plug in power lead at the back of the robot and check the charging light comes on the tablet on the left-hand side of the screen when magnetically attached to the front of the robot. Help videos can be found here: https://neater.co.uk/videos/

2. When plugged in make sure the yellow/orange LED comes on the back of the robot to indicate the robot battery is charging. It will switch off when the internal battery is charged. Flashing continuously indicates a problem charging.

3. Leave the robot charging overnight, then unplug. Switch the robot on and check the settings report. The battery level should read 121dV-124dV when fully charged.

4. Turn the robot on and set a new mouth position and try a few test scoops to make sure it is moving correctly, scooping food and coming back to the new mouth position that was set.

5. Put the robot into demo mode and leave it running for 3 hours to test robot battery is working correctly. It should last 3 hours without the need for external power. Use code 1234 to access advanced settings for Demo Mode. Leave the tablet on the robot during this test.

6. Follow the update guide - https://neater.co.uk/downloads/  to bring the tablet up to the current app version. A new update ‘how to’ video will be available soon on the Neater website.

7. Delete all profiles (instructions to do so in the help file online or by pressing the green question mark on the robot tablet screen).

If the robot fails any of these steps contact a neater representative. New plates and cutlery should be purchased from Neater Solutions before issuing to a new user.

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