Refund Policy

At NEO, we strive for the best customer experience. We understand that sometimes refunds are necessary. This policy outlines our approach to refunds for digital products.

Refundable Products:

• CD Keys (Unused/Unredeemed): You can request a full refund within 14 days of purchase for unused (unredeemed) Game Code. However, we may require up to 10 business days to verify the key hasn’t been redeemed. This verification period aligns with industry best practices to prevent fraudulent returns.
• Content Purchased by Mistake (Exception): We may offer a courtesy refund for content you mistakenly purchased within 1 day, if not redeemed. However, this is evaluated on a case-by-case basis and may not always be granted.

Non-Refundable Products:

• Content After Download/Activation: We generally cannot offer refunds for downloaded or activated content, including Game Accounts, Gift Cards (activated or purchased), In-Game Currency, and Game Add-ons. This aligns with industry standards as these products are consumed upon download/activation.

Exceptions to Non-Refundable Policy:

• Technical Issues: If technical issues prevent you from accessing the downloaded content for more than 48 hours due to our fault, we will offer a full refund in both a game account or a game code. We are able to verify if the game account has been downloaded and played. 
• Significant Delays: If there’s a significant delay in delivering your Game code due to unforeseen circumstances on our end, we will offer a full refund.
• Errors by NEO: If we make a mistake, such as providing an incorrect game code or misleading information about the content, we will offer a full refund.

How to Request a Refund:

• Contact NEO customer support within the specified timeframe for your request.
• Provide details about your purchase and the reason for your refund request.

We will review requests and respond within a reasonable timeframe.

Note: This policy is subject to change. We recommend checking this policy periodically for updates.