Start with the purchase reference
Contact support@neoweb.ai with the product, order or invoice reference, purchase date and a concise explanation. We may request proportionate evidence to establish the transaction and the issue. Do not email full card numbers, authentication secrets or eSIM installation credentials.
Cancellation, stopping future billing, supplier cancellation and refunding an original payment are different actions. A refund is complete only when the relevant payment process confirms it, not merely when a cancellation request is submitted.
Registrations, transfers and renewals
Successful domain operations commit to registrar and registry rules and may not support reversal or discretionary refunds. Check spelling, ownership, price and term before authorizing. Do not assume deleting a name from your portfolio returns registry fees or stops an operation already submitted.
A failed or uncertain provider operation must be reconciled before retrying. Customer charges and registrar outcomes should be reviewed together. Disabling future auto-renew does not reverse a renewal already completed. Mandatory consumer or payment rights continue to apply.
Payment errors and undelivered services
Duplicate charges, unauthorized payments, an incorrect charge or a paid service not delivered as agreed should be reviewed on the facts. Keep the existing transaction reference and avoid retrying an uncertain purchase. Where a refund is due, it should be returned through the original payment method where practicable; posting time depends on the payment provider.
Mandatory consumer rights
Nothing in this policy removes a withdrawal right, remedy for nonconformity or other protection that applies by law. Rules depend on your location and the legal classification of the offer. Any required request for immediate performance or acknowledgment affecting withdrawal rights must be separate and explicit in the purchase flow. A policy link alone does not obtain that consent.
How to request review
Contact support@neoweb.ai for service, billing and cancellation questions. Contact privacy@neoweb.ai for privacy, access and deletion requests. Include the relevant product and account or order reference, but never send a password, complete payment-card number, eSIM activation code or domain transfer code in an initial message.
If your request cannot be completed, ask for the reason, the applicable offer or supplier rule and the available escalation route. A dispute can be raised through applicable payment, consumer or legal channels without surrendering mandatory rights.