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.
Ecosystem funds and early interest
Before adding funds, review the supported balance type, permitted ecosystem uses, fees, expiry if applicable, and the available procedure for unused funds. A concept or simulated balance does not establish that customer money has been accepted. The applicable offer must explain these conditions before you authorize a payment; this notice does not promise unrestricted cash withdrawal or redemption.
Contact support about an incorrect, duplicate or missing funds entry, including the transaction reference and amount but no card details. Customer payments and ledger entries must be reconciled before resolving a return. Mandatory consumer and payment remedies continue to apply. Early-interest requests carry no payment or reservation fee. Future financial services will have their own disclosed terms and remedies before use.
Unused eSIMs and technical problems
Eligibility for an unused-profile cancellation depends on the selected package and supplier checks. Installation, activation or data usage may prevent supplier cancellation. Contact support before deleting the profile. A supplier cancellation does not automatically reconcile the original customer payment.
For a service problem, provide your device model, destination, order reference and the steps already tried. Review compatibility, activation timing and settings first. Top-ups may have separate conditions. Where the offer is undelivered or fails applicable requirements, mandatory remedies remain available.
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.