NEON PLAYER REFUND POLICY

As of March 21, 2024

At Neon, we aim to provide a positive, transparent, and flexible experience for players. We understand that there may be situations where a refund is necessary. Please take a moment to review our refund policy, which outlines specific scenarios and conditions under which refunds are allowed. The Refund Policy outlined herein establishes the agreement between customers, (“Players”) and Neon Commerce, Inc. (“Neon”) regarding purchases. If the purchase is made through Neon, as the Merchant of Record, Neon is responsible for processing orders, handling transactions, and facilitating refunds.

1. PURCHASE CONFIRMATION AND DELIVERY.

After a purchase has been made and approved, Neon will process the order and send the Player a confirmation email containing a receipt for the purchase. This email will be sent to the email address the Player provided during the purchase. Typically, purchases made on the game’s webshop will be delivered in game, through pop-up or inbox messaging, immediately upon purchase. If, for any reason, the Player does not receive the items in their account within a reasonable timeframe, Neon recommends restarting the game and checking that the purchase has been successfully processed. The Player can do so by confirming the receipt of the purchase confirmation email sent by Neon and verifying that the transaction has been accepted by their bank. If the Player has still not received their items, please contact Neon Player Support following this link. Please note that Neon reserves the right to decline a purchase if we suspect it to be fraudulent.

2. REFUND ELIGIBILITY.

The timeframe for requesting a refund is 60 days from the day the Player makes a purchase. This timeframe applies to all purchases, with the exception of purchases made with Paysafecard where the timeframe is 45 days. The Player has the refund timeframe to contact Neon and request a refund. For Players in the UK, European Economic Area, and European Union: It is important to note that although these regions provide a 14-day right of withdrawal from the purchase date, this right is subject to an early expiration for digital content and purchases that are delivered immediately upon purchase. Neon fully adheres to the regulations governing digital content. By purchasing digital content, the Player explicitly consents to forfeiting their right of withdrawal once the item has been delivered.

3. REFUND PROCESSING.

Refunds will be issued only to the original payment method, and the Player will not incur any fees. Please allow 5-10 business days for the refunded amount to appear in the Player’s account. Neon is currently unable to facilitate exchanges. If the Player wishes to exchange an item, Neon asks that the Player initiate a refund of their original purchase, and proceed to make a new purchase for the desired item.

4. REFUND SCENARIOS.

1. Item(s) not received: Refund is allowed if the Player did not receive the purchased item(s) and such items cannot be granted manually.

2. Duplicate purchase: refund is allowed if the Player made a duplicate purchase, where the transactions occurred within a single ten minute period. 

3. Purchase by mistake: refund is allowed if the Player purchased the item(s) by mistake, and the item(s) are not redeemed/used.

4. Unauthorized purchase: under some conditions, refund is allowed if Player did not initiate himself or authorize the purchase.

5. Buyer’s remorse: under some conditions, refund is allowed if the item(s) purchased do not meet the Player’s expectations. 

   
   

5. CONTACTING NEON PLAYER SUPPORT.

To initiate a refund or inquire further about the refund process or policy, contact the Neon Player Support team following this link. Please note that the refund eligibility and timeframes mentioned above may vary depending on the legislation of your country. We reserve the right to modify or update this refund policy at any time without prior notice.