What is NeoPlay’s refund and cancellation policy?

What is NeoPlay’s refund and cancellation policy?At NeoPlay, we aim to handle refund and cancellation requests fairly and transparently. Because our products are delivered digitally, eligibility depends on whether the product has already been delivered, revealed, activated, redeemed, accessed, credited or otherwise used.

Cancellation before digital delivery

You may request cancellation before the digital product has been delivered, revealed, activated, redeemed, accessed, credited or otherwise made available. Contact NeoPlay immediately, as delivery may occur shortly after payment.

Electronic order errors

If you make an error while placing an electronic order and the website does not provide a way to correct it, notify NeoPlay immediately and within 24 hours. A correction may be accepted if you have not used the product, benefited from the service or otherwise obtained a benefit.
This 24-hour period applies specifically to eligible electronic-order errors. It is not a general 24-hour cancellation or refund guarantee.

Change-of-mind requests after delivery

A change-of-mind refund may be refused after a digital product has been delivered, revealed, activated, redeemed, accessed, credited or used. This may apply to:

• Game activation keys and CD keys;
• downloadable content and expansion packs;
• gift cards, prepaid codes and wallet cards;
• subscriptions and memberships;
• in-game currency, points and top-ups;
• digital access products and account credentials; and
• software licences.

This restriction does not affect any mandatory consumer rights that apply to the transaction.

When a product may qualify for a remedy

You may be eligible for an appropriate remedy if:

• The product was not delivered;
• a code was already redeemed before delivery;
• a code, licence or credential is invalid;
• the product cannot be accessed or activated as advertised;
• the supplied game, edition, value, duration, platform, language or region materially differs from the product description;
• an advertised entitlement is missing; or
• NeoPlay failed to disclose a material restriction.

Depending on the verified issue, the remedy may include corrected instructions, restored access, a replacement product, an agreed partial refund, or a monetary refund.

When a claim may not qualify

A claim will not normally qualify if the product matches its description and the problem results solely from:

• Using it on a different platform or in a different region from the one clearly disclosed;
• not meeting disclosed system or base-game requirements;
• losing or sharing the code after successful delivery;
• entering an incorrect email address or destination account that NeoPlay could not reasonably detect;
• violating the relevant publisher’s or platform’s rules; or
• changing your mind after irreversible delivery, activation, redemption, access or use.

How to request assistance or a refund

Contact NeoPlay as soon as reasonably possible through:

• Email: [email protected]
• Help Centre: https://neoplay.tawk.help/
• Chat Support: https://tawk.to/chat/665efb15981b6c5647785a5f/1hvhgd2ej

Please provide:

• Your order number;
• the affected product;
• your name and order email address;
• a clear description of the issue;
• the platform and region used;
• the date and time of any activation attempt; and
• a screenshot or video of the error, where reasonably available.

NeoPlay may request proportionate evidence or verification from the relevant supplier, publisher or platform. We will investigate the request within a reasonable period and explain the outcome.

Approved refund timing

When a monetary refund is approved:

• NeoPlay initiates it within 3 business days;
• the refund is normally returned to the original payment method; and
• the funds typically appear within 5–10 business days after initiation, depending on the bank, card issuer or payment provider.

For complete terms, please read our Refund, Cancellation & Returns Policy:

https://neoplay.me/refund-cancellation-returns-policy/