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Refunds

Last Update 3 ay önce

Refund Policy Is a refund possible? When should I expect the refund?

Refund Policy

Admin

Last Update 3 ay önce

Last Updated: March 24, 2026


At Neo Play, we strive to deliver digital products instantly and accurately. Due to the nature of digital goods—which can be accessed, redeemed, or consumed immediately upon delivery—all sales are final unless the product is defective. This policy outlines when a refund or replacement may be available and the process for submitting a valid claim.

Refundable Products
Refunds or replacements are available only in the following circumstances:

Defective Product: The product key is invalid, already used prior to delivery, materially different from its description, or cannot be activated as promised. Proof of the defect is required.


Definition of Defective:

    • Product key was already redeemed before you received it
    • Product key is technically invalid or incorrectly generated
    • Product is materially different from what was described on the product page
    • Access account credentials are incorrect and cannot be rectified

    Non-Refundable Products

    The following products and circumstances are strictly non-refundable and non-exchangeable:
    • CD Keys (Game Keys): No refunds after delivery, regardless of whether the key has been used or remains unused.
    • Game Accounts: No refunds after delivery, including Steam, Shahid, Netflix, and any other access accounts.
    • In-Game Currency / Coin Packs: No refunds after delivery, as these are consumable and credited immediately.
    • Gift Cards / Vouchers / Prepaid Cards: No refunds after delivery, whether activated or not.
    • Top-ups: No refunds after delivery, as these are applied directly to the target account.
    • Change of Mind: Purchases made in error, mistaken purchases, or where you found a better price elsewhere.
    • Region Restrictions: Products purchased for a region different from your own, where region labeling was clearly disclosed on the product page.
    • System Requirements: Products that do not work due to your failure to meet minimum system requirements disclosed on the product page.
    • Used or Activated Products: Any product showing evidence of use, activation, or redemption attempt.
    • Promotional Items: Products purchased during sales or promotions, unless required by applicable law.
    • Wallet / Store Credit: Store credit and gift card balances purchased through our platform.


    Reporting a Defective Product
    If you believe a product is defective, you must report it within three (3) days of delivery.

    How to Submit a Claim:

    1. Contact our Support Team at support@neoplay.me
    2. Provide the following information:
      • Order number
      • Product name / code received
      • Detailed description of the issue
      • Screenshot or video evidence of the error message or defect (mandatory)


    What Happens Next:
    • Investigation: Our team will investigate within 2 Working Days of receipt.
    • Verification: We will verify the activation status, timestamp, and error against the product description and platform provider records.
    • Outcome: If the defect is verified as existing at the time of delivery, we will provide a replacement or refund. If no defect is found, the claim will be closed with no remedy.
    • Remedies for Verified Defects
    • If a defect is verified, we will provide one of the following remedies at our discretion:
    • Replacement: A new, valid product key or access credentials for the same product. Provided within 2–5 Working Days.
    • Store Credit: The full purchase amount credited to your Neo Play wallet for future use. Provided within 3 Working Days.
    • Refund: A full refund processed to your original payment method. Processing may take up to 14 days from approval.
    • What Is NOT Considered a Defect
    • The following situations do not qualify as defects, and no refund, replacement, or credit will be provided:
    • Key Already Attempted or Used: If the key was entered, revealed, or attempted—whether successfully or unsuccessfully—it is considered used.
    • Wrong Region: Region restrictions were clearly disclosed on the product page.
    • Wrong Platform: Platform compatibility (e.g., Steam, Xbox, PlayStation) was clearly disclosed.
    • System Requirements Not Met: Minimum requirements were disclosed on the product page.
    • User Error: Misplacing, losing, or forgetting the product key after delivery.
    • Platform-Level Blocks After Delivery: If the product (e.g., account, subscription) is blocked by the platform provider due to your actions after delivery, including chargebacks, cheating, account sharing, or terms of service violations.
    • Expired Offers: The product included a time-limited bonus or offer that expired before you attempted to redeem it.
    • Mistaken Purchase: Purchasing the wrong product, changing your mind, or finding a better price elsewhere.
    • Fraudulent Claims and Misuse
    Neo Play maintains a zero-tolerance policy for fraudulent or abusive behavior.

    Examples of Fraudulent Activity:

    • Submitting a defect claim after attempting to use or redeem a product
    • Claiming a product was never delivered when delivery was confirmed
    • Reselling products and then filing claims on behalf of third-party buyers
    • Submitting multiple false or exaggerated claims across different orders


    Attempting a chargeback after receiving a functional product

          Consequences:
          If fraudulent or abusive activity is confirmed:

          • All pending and future claims will be permanently rejected
          • Your account may be suspended or terminated
          • We reserve the right to report the matter to relevant regulatory authorities


          Burden of Proof

            You bear the burden of proving that a product was defective at the time of delivery. Any evidence suggesting that the product was used, attempted to be used, or transferred to a third party prior to the claim will result in immediate rejection.

            Delayed Delivery
            We commit to delivering digital products within the timeframe specified on the product page, or within 24 hours of payment confirmation.

            If delivery is delayed beyond 15 days from the date of purchase:

            1. You may cancel the transaction
            2. You will receive a full refund to your original payment method


            This right does not apply if the delay is caused by circumstances beyond our control, including third-party supplier failures, payment processing delays, or government actions.

            Refund Processing
            When a refund is approved:

            • Method: Refunds are processed to the original payment method used for the purchase.
            • Timing: Neo Play processes the refund within 14 days of approval.
            • Bank Processing: Your financial institution may take additional time to reflect the balance.
              No
            • No Fees: You will not be charged any fees specifically for the refund process.

            How to Contact Us
            For all refund-related inquiries or defect reports:
            Waseet Al Najah Company
            Jeddah, Saudi Arabia
            Email: [email protected]
            Response Hours: Sunday to Thursday, 9:00 AM – 6:00 PM (KSA Time)

            Other GCC Countries: Respective consumer protection authorities
            All disputes are governed by the laws of the Kingdom of Saudi Arabia and subject to the exclusive jurisdiction of Saudi courts.
            Policy Amendments

            We reserve the right to amend this policy at any time to reflect changes in applicable laws, regulations, or business practices. Material changes will be announced on our website.

            Consumer Acknowledgment
            By completing a purchase on Neo Play, you acknowledge that:

            • Digital products are delivered immediately upon payment confirmation
            • All sales are final unless the product is defective with verified proof
            • You expressly waive any withdrawal or cooling-off rights under applicable e-commerce laws where digital products are exempt
            • Refunds are not provided for change of mind, mistaken purchase, region incompatibility, or system requirement issues
            • Attempting to use a product and then claiming it is defective constitutes fraudulent activity
            • This policy complies with the Saudi E-Commerce Law and applicable GCC digital commerce regulations