Refund & Cancellation Policy

1. Scope

This policy applies to all purchases made from NeonTap, a product of Neon Visuals. It covers physical NeonTap cards and the NeonTap Pro subscription. By placing an order you accept the terms set out below. This policy should be read together with our Terms & Conditions and our Shipping & Delivery Policy.

2. Pro subscription: cancellation and effect on access

NeonTap Pro is billed as a single annual term. Payment for a term is final and is not refundable in whole or in part once the term has begun.

You may cancel at any time by writing to us. Cancellation stops the subscription from renewing at the end of the current term. Your Pro features remain active for the remainder of the term you have paid for, and access to those features ends when that term expires.

Your profile, your username and your card continue to work after a Pro term ends. Only features specific to Pro are withdrawn.

3. Physical cards: refund eligibility and condition

Physical NeonTap cards are produced to order and are not returnable. We do not accept returns or issue refunds for change of mind, for choices made incorrectly at the time of ordering, or for a decision not to use a card after delivery.

A card that is defective, that is damaged in transit, or that does not function as intended will be replaced free of charge. Report the fault by writing to us within 7 days of delivery, describing the problem and attaching photographs. Once we have confirmed the fault we despatch a replacement at no cost to you.

Replacement is the sole remedy for a defective card. We do not issue a refund in place of a replacement.

If you receive an item you did not order, write to us within 7 days of delivery and we will correct the order at our own cost.

4. Non-refundable items (including activated cards)

The following are not refundable:

• Activated cards. Once an activation code has been used, the card is bound to an account and cannot be returned or refunded.
• Cards that are undamaged and functioning correctly.
• Any subscription term that has been paid for, whether the features were used or not.
• Requests made more than 7 days after delivery, except where a card is found to be defective and the fault was reported within that period.

Where a delivery address cannot be served by our courier partners, and you do not wish to provide an alternative address, we refund the order in full. This is the only circumstance in which an undelivered physical card is refunded rather than re-despatched.

5. How to request a refund

Write to contact@neonvisuals.in from the email address associated with your order. Include your order reference, the tag ID printed on your card sheet where one is relevant, and a description of the problem. For a damaged or defective card, attach photographs.

We acknowledge every request within 48 hours of receiving it and inform you of our decision in writing. Requests made through channels other than the email address above may not be actioned.

6. Processing timelines and method of reversal

Where a refund is approved, it is made to the original payment method used for the purchase and is processed through our payment provider. We do not refund to a different account, to a wallet, or in cash.

Approved refunds are initiated within 7 business days of our decision. The time taken for the amount to appear in your account after that point depends on your bank or card issuer and is outside our control.

Approved replacements are despatched within 7 business days of our decision.

7. Contact

Neon Visuals Room No. 20, Vishwakarma Rahiwashi Sangh, Jogeshwari–Vikhroli Link Road, Mumbai, Maharashtra – 400093, India

Email: contact@neonvisuals.in Business hours: Monday – Saturday, 9:00 AM – 7:00 PM IST