Refund, Cancellation & Digital Content Policy

1. Scope

This Policy applies to purchases of Purchased Credits and digital items supplied through Neon Grove, regardless of the payment currency. It distinguishes the voluntary return review for eligible unused credits from mandatory rights arising from distance-contract, payment and digital-content law.

Nothing in this Policy removes a statutory remedy. If national implementation grants a consumer stronger protection, that protection prevails.

2. Before payment and cancelled checkout

You may leave the hosted checkout before payment. A cancelled or unpaid provider session is not charged by Neon Grove and does not deliver credits. A pending bank authorisation, if any, is handled by the payment provider or issuer according to its own processing cycle.

3. Fourteen-day withdrawal rights

EEA consumers may have a 14-day right to withdraw from a distance contract under Directive 2011/83/EU as implemented nationally. The precise classification of Purchased Credits and the effect of immediate digital performance depend on applicable law and on whether legally valid express consent and acknowledgement requirements were satisfied.

Neon Grove will not presume that a statutory withdrawal right was lost merely because a general terms checkbox was selected. A request made within the statutory period will be assessed under the mandatory rules applicable to the transaction, including the extent to which digital content was supplied or consumed.

4. Unused Purchased Credits

Verified unused Purchased Credits may be eligible for return under the Unused Purchased Credit Return Policy. The quote uses the original checkout-lot value and an approved return is directed to the original payment method. This route may be used whether or not a statutory cancellation basis is asserted.

5. Used credits and delivered items

Credits spent on a correctly described and immediately delivered virtual item or premium season access are generally no longer “unused”. A change of preference after use does not automatically require reversal. However, statutory cancellation, lack of required consent, non-conformity, unauthorised payment, duplicate delivery and misdescription remain independently reviewable.

Removing a delivered item or reversing progress may be necessary if a refund is granted. We will explain the account effect before or when the remedy is applied where reasonably possible.

6. Non-conforming digital content

If paid content is missing, inaccessible, materially different from its description or does not function with the compatibility information supplied, notify support promptly. We may first bring it into conformity within a reasonable period and without significant inconvenience.

Where conformity is impossible, not completed, the defect is sufficiently serious or another legal condition is met, the consumer may be entitled to a proportionate price reduction or termination and reimbursement under Directive (EU) 2019/770 as implemented nationally.

7. Duplicate, incorrect or unauthorised transactions

A verified duplicate charge, incorrect pack amount or unauthorised payment will be investigated using provider and account records. Notify both Neon Grove and the payment provider promptly. Do not include complete card credentials in the ticket.

Where credits linked to a refunded, reversed or unauthorised payment remain unspent, they may be removed. If they were spent, account features may be restricted while the balance is reconciled, without prejudicing the rights of a consumer who did not authorise the payment.

8. Request procedure and evidence

Submit the request from the authenticated Support page or email support@neongrovecity.com from the account address. Include the transaction or checkout reference, payment amount and currency, date, item affected, requested remedy and a concise explanation. Screenshots may be useful, but redact payment credentials and personal data not needed for review.

We may ask for reasonable evidence of account control or facts of the defect. Identity documents will not be requested through ordinary support messages; any necessary verification must use the process described in the Identity & Verification Policy.

9. Refund route and timing

Approved monetary refunds are returned to the original payment method where technically supported. The provider and issuing bank control final posting time. We do not promise cash, bank transfer or an alternative card where the original provider route remains available.

We will record the decision and corresponding wallet effect. If the request is declined, the response should identify the principal reason and available complaint route.