• Failed delivery: you were charged but the coins, gems, cosmetic or pass never appeared in your account.
• Duplicate charge: you were billed twice for the same item.
• Unauthorized purchase: a purchase was made on your account without your consent (subject to verification).
• Subscription error: a renewal was billed after a successful cancellation.

• Items that have been consumed, opened or used (e.g. spent gems, opened lootbox, applied cosmetic).
• Change of mind after the item was delivered.
• Losses, ban-related forfeitures, or dissatisfaction with rarity drops.
• Subscriptions for periods already enjoyed.

The store that processed your payment owns the refund:

• Google Play: Google Play → Account → Order history.
• Apple App Store: reportaproblem.apple.com.
• Stripe / PayPal / Razorpay (web): email support@neonludo.com.

Statutory rights (such as the EU 14-day cooling-off period for unused digital content) always apply where the law grants them.

We aim to respond within 3 business days. Approved refunds are returned to the original payment method within 5–10 business days, depending on the provider and your bank.

Filing a chargeback without contacting support first may result in account suspension while we investigate. We are happy to resolve most issues directly.

Refund support: support@neonludo.com. Please include your username and the transaction ID.