Terms & Conditions

1. Contracting service and acceptance

These Terms & Conditions (“Terms”) govern the relationship between you and VPG MERCHANT SERVICES LTD, company number 16914430, registered office at Dept 6477a 43 Owston Road, Carcroft, Doncaster, South Yorkshire, United Kingdom, DN6 8DA (“VPG”, “we”, “us” or “our”), as the operator of the browser-based game Neon Grove available at neongrovecity.com (the “Service” or “Game”). They apply to the public website, player account, game dashboard, support tools, optional payment flow and every feature made available under the Neon Grove name.

By registering, accessing an authenticated area, purchasing Purchased Credits or continuing to use the Service after being shown an updated version, you agree to these Terms and the policies incorporated by reference. If you do not agree, you must not use the Service. Mandatory rights granted by the law of your EEA country of residence are not excluded or reduced by these Terms.

2. Eligibility and age

The Service is intended exclusively for persons aged 18 years or older. You represent that you have legal capacity to enter into a binding contract and that use of the Service is lawful where you reside. Neon Grove is not directed at children and does not knowingly permit a minor to purchase credits.

If we reasonably believe an account is controlled by a minor, we may suspend payment functionality, request proportionate age confirmation and, where appropriate, close the account. A parent or guardian who believes a minor has registered should contact support@neongrovecity.com.

3. Account registration and security

An account is required for gameplay. You must provide an email address and other registration information that is accurate, current and under your control. When the first city is created, the Service generates a player profile and starter resource allocation. One person should not create or coordinate multiple accounts to circumvent limits, repeat one-time rewards or manipulate balances.

You are responsible for keeping authentication credentials confidential and for activity performed through your account, except where the activity results from a security failure attributable to us. You must notify support promptly if you suspect unauthorised access. We will never ask for a password, complete card number or one-time authentication code in an ordinary support ticket.

4. Nature of the Game

Neon Grove is a free-to-play city-building and progression game. Current systems include city construction, hourly and offline production, resource caps, drone expeditions, daily and weekly missions, City Reputation, district unlocks, LumaBot progression, a marketplace and Season Pass milestones. Exact balancing, catalogues, reward values and availability may evolve as the Game is maintained.

The Game is not gambling, a betting service, a financial product or an investment opportunity. No gameplay action is represented as producing a profit. Random or timed gameplay rewards, where present, are virtual and cannot be exchanged for money. There is no player-to-player cash market operated by Neon Grove.

5. Gameplay resources, Reward Points and virtual items

Energy, Bio-Matter, Neon Seeds, Data Shards, Drone Batteries, Terraforming Points, XP, Season XP, City Reputation, Reward Points, LumaBot XP, cosmetic shells and similar objects are “Gameplay Assets”. Gameplay Assets are limited, revocable permissions to use a Game feature; they are not property, legal tender, e-money, securities or claims against Neon Grove.

Gameplay Assets have no monetary value, cannot be withdrawn, sold, assigned, pledged or transferred between accounts, and are not included in any refund quotation. We may correct a resource balance where a duplicate claim, exploit, technical error or unauthorised modification is established, while preserving applicable consumer remedies for paid digital content.

6. Purchased Credits

“Purchased Credits” are optional virtual credits acquired in the currency displayed by an enabled hosted checkout. They are recorded separately from Reward Points and gameplay resources. They may be spent only on eligible in-game products shown before confirmation, including current marketplace items and premium season access.

Purchased Credits are not a deposit account or stored-value payment instrument. They cannot be transferred to another player and do not earn interest. The return feature is limited to eligible unused Purchased Credits backed by verified completed checkout lots and, if approved, sends the corresponding amount back through the original payment route. It is not a general cash-out, remittance or exchange service.

Pack prices, the number of credits delivered and material conditions are displayed before checkout. Credits are added only after server-side confirmation that the provider reports the session as paid. The Payments & Purchased Credits Policy, Refund Policy and Unused Credit Return Policy form part of these Terms.

7. Formation and performance of a paid contract

A paid order is initiated only after you select a pack, review its price, transaction currency and credit quantity, accept the applicable terms and continue to the payment provider. A redirect or pending transaction does not mean that payment succeeded. The paid contract is formed when the provider confirms payment and Neon Grove records the completed transaction.

Digital performance begins when the verified credits are placed in the Purchased Credits balance. If you spend credits, activate premium content or receive another digital item, that part of the digital supply has been performed. Any statutory withdrawal right, consent requirement, acknowledgement of loss of that right, conformity remedy or reimbursement obligation is determined under applicable consumer law and cannot be waived merely by wording in these Terms.

8. Digital-content conformity and remedies

We will supply paid digital content as described at the time of purchase and with the functionality, compatibility and continuity that a consumer may reasonably expect, taking account of the nature of the Game. Directive (EU) 2019/770, as implemented in the applicable Member State, may entitle an EEA consumer to have non-conforming digital content brought into conformity, receive a proportionate price reduction or terminate the relevant paid contract.

If Purchased Credits or a paid virtual item are not delivered correctly, use the recovery controls on the Add Credits page and then contact support with the transaction reference. We may require a reasonable opportunity to investigate and restore conformity. This section does not limit rights that cannot lawfully be excluded.

9. Fair use and prohibited activity

You must comply with the Game Rules. Prohibited activity includes unauthorised automation, scripts, exploits, reverse engineering beyond what law expressly permits, manipulation of network requests or entity records, duplicate reward claims, fraudulent payments, baseless chargebacks, impersonation, abusive city names, credential sharing for commercial use and interference with another player or the Service.

You may not sell accounts, Purchased Credits, Gameplay Assets or virtual items; advertise an external real-money market; use the Service to launder value; or misrepresent Neon Grove as providing a financial return. Security testing requires prior authorisation except to the extent protected by applicable law and the responsible-disclosure process in the Security Policy.

10. Intellectual property and licence

The Service, software, visual identity, world of Elyndor, artwork, LumaBot character, text, music, interfaces, databases and game systems are owned by or licensed to Neon Grove and protected by copyright, trade mark, database and other intellectual-property laws. No ownership is transferred to you.

We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to access and use the Service for lawful, non-commercial entertainment in accordance with these Terms. Additional rules for screenshots, streaming, fan works, feedback and player-provided city names appear in the Intellectual Property Policy.

11. Availability, updates and changes

We aim to keep the Service available but do not promise uninterrupted operation. Maintenance, provider outages, security events, internet conditions or force-majeure circumstances may cause delay or temporary unavailability. Production timers and rewards may be recalculated or restored where a confirmed technical defect affected them.

We may change game balancing, interfaces, missions, catalogues and free content to operate, secure or improve the Game. A change that materially affects an already purchased digital item, an unused Purchased Credit balance or a consumer’s contractual rights will be communicated with reasonable notice where required. We will not use this clause to avoid a statutory conformity obligation.

12. Suspension and account closure

We may restrict a feature or suspend an account where reasonably necessary to investigate fraud, protect users, comply with law, prevent ongoing damage or enforce these Terms. We will consider the seriousness, evidence, recurrence and impact of the conduct. Where appropriate and legally permitted, we will explain the principal reason and provide a route to appeal.

You may request account closure through support. Before closure, unresolved provider payments, return reservations, chargebacks, support disputes and records subject to legal retention may need to be resolved. Closing an account does not automatically create a right to cash value for Gameplay Assets or used digital content.

13. Liability

Nothing in these Terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, intentional misconduct, gross negligence where applicable, or any liability that cannot be limited under mandatory law. Nothing limits mandatory consumer rights.

To the fullest extent permitted by law, Neon Grove is not responsible for indirect or unforeseeable loss, loss caused by your breach, third-party internet failure or unauthorised external markets. For a paid consumer contract, any permitted aggregate limitation will not be lower than the amount paid for the affected digital content and will not apply where such limitation is prohibited.

14. Governing law, complaints and contact

These Terms are governed by the mandatory law applicable to the operator and, for an EEA consumer, by any mandatory consumer-protection rules of the consumer’s habitual residence. Nothing requires an EEA consumer to waive the jurisdiction of courts available under mandatory law.

Before commencing formal proceedings, please submit a complaint through the authenticated Support page or email support@neongrovecity.com. Privacy matters may be sent to gamedev@neongrovecity.com. The Complaints & Dispute Resolution Policy explains review and escalation.

We may update these Terms to reflect legal, security or product changes. The effective date and version appear above. Material changes will be presented through an appropriate notice before they take effect where law requires renewed information or consent.