Unused Credit Return Policy

1. Purpose and legal character

This Policy describes the limited process by which eligible unused Purchased Credits may be reviewed for return to the original payment method. The product interface may use the word “withdrawal” for navigation, but the underlying operation is an original-payment refund review, not cash withdrawal from a bank account.

Neon Grove does not provide player-to-player transfers, withdrawals to an arbitrary bank account, crypto settlement, interest or conversion of Gameplay Assets. This Policy does not transform Purchased Credits into legal tender, e-money or an investment.

2. Eligibility requirements

A request may be submitted only by the authenticated owner of the profile and must include at least 500 Purchased Credits. The requested amount must remain unused, be supported by one or more verified completed provider checkout lots on that account, be present in the authoritative wallet balance and not already be reserved by another active request.

Eligibility is assessed against ledger and source-lot records, not merely a number displayed in a legacy profile field. A stored balance without a verified source checkout cannot be quoted or returned as paid value.

3. Assets that are not eligible

Reward Points, Energy, Bio-Matter, Neon Seeds, Data Shards, Drone Batteries, XP, Season XP, City Reputation, virtual items, LumaBot shells, season rewards and every other Gameplay Asset have no cash value and are never eligible.

Purchased Credits already spent on delivered items, credits obtained through a duplicate or reversed payment, credits linked to a chargeback, fabricated legacy deposits and any amount not supported by an eligible completed checkout are excluded.

4. Quotation methodology

Return quotations are based on the remaining eligible portions of original checkout lots and the amount paid for each source pack, not on current exchange rates. Each return uses the currency of its original payment; amounts in different currencies are shown separately rather than combined into a single currency total.

The return amount, currency and number of source lots are shown before submission. A quotation is informational until the request is reserved. If the eligible balance, active reservations or lot allocation changes before submission, the backend rejects the stale quote and requires a fresh review.

5. Reservation and review

On valid submission, the requested Purchased Credits are removed from the spendable balance and placed in a withdrawal-reserve ledger entry. This prevents the same credits from being spent while the request is assessed. The request appears in transaction history with a review status.

Submission is not automatic approval. The review may consider payment status, lot allocation, account ownership, prior use, refund or chargeback state, suspicious activity, provider restrictions and any proportionate verification required under the Identity & Verification Policy.

6. Approval and payment route

If approved, the return must be processed against the relevant original Stripe payment or payments represented by the allocated checkout lots. Neon Grove does not request an IBAN or complete card number in the Game. The payment provider determines how the refund reaches the underlying card or wallet and may impose technical time limits or authentication requirements.

A multi-lot request may require more than one provider refund. Provider processing time begins after approval and is outside the direct control of Neon Grove. The account status will be updated when the administrative decision is recorded.

7. Decline and release of reserve

A request may be declined where credits were used, the source payment is not verified, the quote is stale, the account does not own the source records, the payment has been reversed or disputed, verification is lawfully required but not completed, fraud risk is substantiated, or the provider cannot process the requested original-payment return.

When a decline is recorded, the reserved credits are restored through a ledger entry unless the underlying payment was itself reversed, fraudulent or otherwise no longer supports the balance. The reason should be recorded and may be challenged under the Complaints Policy.

8. Fees, limits and taxation

Neon Grove currently does not state an operator withdrawal fee. The minimum request is 500 Purchased Credits. Any future fee, maximum or material condition must be disclosed before submission and may not be applied retroactively to an already accepted request.

A return normally reverses all or part of a prior consumer payment and is not represented as income or winnings. Players remain responsible for obtaining advice on any tax consequence specific to their circumstances.

9. Consumer rights

This operational return feature is additional to, and does not replace, mandatory cancellation, refund or conformity remedies under applicable consumer law. A consumer invoking a statutory right should identify that basis in the request so it can be assessed under the Refund Policy rather than solely under this voluntary unused-credit process.