NeoPlay
NeoPlay.me

Refund and Returns Policy

Last Updated: April 4, 2026
Version: 2.0
Applicable To: Kingdom of Saudi Arabia and GCC Countries

1. Introduction and Scope

This Refund and Returns Policy (“Policy”) forms an integral part of the Terms and Conditions of Wasil Al Najah Company (“Company”, “we”, “us”, or “our”). This Policy governs all purchases of digital products made through our website neoplay.me and associated platforms.

This Policy is designed to comply with:

  • The Saudi E-Commerce Law (Royal Decree M/126, dated 7/11/1440H) and its Executive Regulations
  • The Saudi Consumer Protection Law
  • The Saudi Personal Data Protection Law (PDPL)
  • GCC consumer protection frameworks and digital trade regulations
  • Google Merchant Center policies for digital goods

Commercial Registration: 4030526004
Registered Address: Wasil Al Najah Company, Prince Sultan Street, 7026, Jeddah, Kingdom of Saudi Arabia

2. Definitions

Digital ProductsGame keys, CD keys, software licenses, access accounts, memberships, top-ups, in-game currency, vouchers, prepaid cards, gift cards, and any other digital content delivered electronically.
ConsumerAny natural person purchasing Digital Products for purposes outside their trade, business, or profession.
DeliveryThe moment when Digital Products are made available to the Consumer via electronic means, including email, account delivery, or instant download.
Working DaysSunday to Thursday, excluding official public holidays in the Kingdom of Saudi Arabia.
Material DefectA defect that renders the Digital Product permanently non-functional, materially different from its description, or prevents its core functionality from being accessed.
Activation AttemptAny instance where the Digital Product has been revealed, displayed, entered into any platform, or subjected to any attempt to redeem, activate, download, access, or use.

3. General Principles

3.1 Nature of Digital Products

The Consumer acknowledges that Digital Products sold through NeoPlay.me are intangible goods that can be accessed, used, or redeemed immediately upon delivery. Due to this nature, Digital Products are treated differently from physical goods under applicable GCC laws.

3.2 Governing Law

This Policy shall be governed by and construed in accordance with the laws and regulations of the Kingdom of Saudi Arabia. In case of transactions with Consumers in other GCC countries, local consumer protection laws may also apply to the extent required by mandatory provisions.

3.3 Language

This Policy is provided in English. An Arabic version may be made available upon request. In case of conflict between language versions, the Arabic version shall prevail in accordance with Saudi law.

4. Right of Withdrawal (Cooling-Off Period)

4.1 Statutory Framework

Under Article 13 of the Saudi E-Commerce Law, Consumers generally have the right to cancel an e-commerce contract within seven (7) days of receiving the product, provided the product has not been used.

4.2 Exception for Digital Products with Immediate Delivery

Pursuant to Article 13 of the Saudi E-Commerce Law and equivalent provisions in GCC jurisdictions, the seven-day withdrawal right does NOT apply to Digital Products in the following circumstances:

Product CategoryWithdrawal RightLegal Basis
Game Keys (Instant Delivery)WAIVED upon deliverySaudi E-Commerce Law Art. 13; Consumer’s express consent to immediate performance.
Software (Downloaded/Accessed)WAIVED upon deliveryException for digital content and information programs.
Access Accounts (Steam, PSN, Xbox, etc.)WAIVED upon deliveryDigital content exception; credentials constitute full performance of service.
In-Game Currency / Top-UpsWAIVED upon deliveryConsumable digital goods exception; irreversible once credited.
Gift Cards / Prepaid CardsWAIVED upon deliveryMonetary value cards; non-refundable once code is revealed.
Subscriptions / MembershipsWAIVED upon activationService commences immediately upon activation.
4.3 Express Consent to Waiver

By completing a purchase on NeoPlay.me and clicking the “Add to Cart” and proceeding to checkout, the Consumer expressly:

  1. Acknowledges that Digital Products are delivered immediately upon payment confirmation;
  2. Requests and consents to the immediate performance of the contract;
  3. Explicitly waives their statutory right of withdrawal under Article 13 of the Saudi E-Commerce Law and equivalent GCC provisions; and
  4. Accepts that all sales are FINAL and NON-REFUNDABLE once delivered, except as provided in Sections 5 and 6 below.

5. Cancellation Before Delivery

5.1 Right to Cancel Prior to Delivery

The Consumer may cancel an order ONLY BEFORE the Digital Product has been delivered. To request cancellation:

5.2 Time Limit for Cancellation

Cancellation requests must be received within twenty-four (24) hours of order placement AND before the Digital Product has been delivered or accessed. If the product has already been delivered electronically, cancellation is not possible.

5.3 Refund Processing for Cancelled Orders

If cancellation is approved prior to delivery:

  • Refunds will be processed using the original payment method
  • Processing time: up to fourteen (14) days from the date of cancellation approval
  • The Consumer shall not bear any additional charges for the refund

6. Defective or Invalid Products

6.1 Consumer Rights

If a Digital Product is defective, invalid, materially different from its description, or cannot be activated/redeemed as promised, the Consumer is entitled to a remedy under the Saudi E-Commerce Law and Consumer Protection Law.

6.2 What Qualifies as a Defective Product

A Digital Product is considered defective ONLY if:

  • The product key was already used or redeemed prior to delivery
  • The product key is technically invalid or incorrectly generated
  • The product is materially different from its description on the website
  • The product does not function on the platform explicitly stated in the product description
  • The access account credentials are incorrect and cannot be rectified
6.3 What Does NOT Qualify as a Defect

The following situations do NOT constitute a defect, and no refund, replacement, or credit will be provided:

System RequirementsThe product does not work due to the Consumer’s failure to meet minimum system requirements disclosed on the product page.
Region RestrictionsThe Consumer purchased a product restricted to a different region despite clear region labeling on the product page.
Platform ErrorsThe Consumer attempted to redeem a key on the wrong platform or store.
User ErrorThe Consumer misplaces, loses, or forgets the product key after delivery.
Third-Party BlocksThe product is blocked by a third-party platform due to the Consumer’s own actions (e.g., chargebacks, cheating, TOS violations).
Expired OffersThe product included a time-limited bonus or offer that expired before the Consumer attempted to redeem it.
Change of MindThe Consumer simply changed their mind, found a better price elsewhere, or made a purchase in error.
Duplicate PurchaseThe Consumer purchased the same product twice. It is the Consumer’s responsibility to check their order history before purchasing.
6.4 Time Limit for Reporting Defects

Consumers must report any defect, invalidity, or activation issue within three (3) days of delivery. Reports made after this period will be reviewed on a case-by-case basis but may be rejected, as it is presumed that the product was functional at the time of delivery.

6.5 How to Report a Defect

To report a defective product:

  1. Contact our Support Team immediately at support@neoplay.me or via our support portal
  2. Provide: your order number, the product code received, a detailed description of the issue, and screenshot or video evidence of the error (mandatory)
  3. Our team will investigate the issue within two (2) Working Days of receipt
6.6 Remedies for Verified Defective Products

Upon verification of a valid defect, we will provide ONE of the following remedies at our discretion:

RemedyDescriptionTimeframe
ReplacementA new, valid product key or access credentials for the same product.Within 2-5 Working Days
Store CreditThe full purchase amount credited to your NeoPlay.me wallet for future use.Within 3 Working Days
Full RefundA full refund processed to your original payment method (mada, STC Pay, credit card, etc.).Within 14 days of approval
6.7 Burden of Proof

The Consumer bears the burden of proving that a Digital Product was defective at the time of delivery. Any evidence suggesting that the product was used, attempted to be used, or transferred to a third party prior to the defect claim may result in rejection of the claim.

7. Delayed Delivery

7.1 Delivery Commitment

We commit to delivering Digital Products within the timeframe specified on the product page or, if no timeframe is specified, within twenty-four (24) hours of payment confirmation. Most products are delivered instantly.

7.2 Consumer Rights for Delayed Delivery

In accordance with the Saudi E-Commerce Law, if delivery is delayed beyond fifteen (15) days from the date of purchase, the Consumer has the right to:

  1. Cancel the transaction; and
  2. Recover the full amount paid via the original payment method
7.3 Exception for Force Majeure

The right to cancel for delayed delivery shall not apply if the delay is caused by circumstances beyond our reasonable control, including but not limited to technical failures with third-party suppliers, payment processing delays, government actions or regulations, and natural disasters or public health emergencies.

8. Non-Refundable Products and Circumstances

The following are strictly NON-REFUNDABLE and NON-EXCHANGEABLE:

  • Products After Delivery: All Digital Products once delivered, as the Consumer has expressly consented to immediate performance and waived their withdrawal right.
  • Change of Mind: Purchases made in error, change of mind, or where the Consumer found a better price elsewhere.
  • System Requirements: Products that do not work due to the Consumer’s failure to meet minimum system requirements clearly disclosed on the product page.
  • Used or Activated Products: Products that show evidence of having been used, activated, or redeemed.
  • Wrong Region Purchases: Products restricted to a different region, where the region was clearly labeled on the product page.
  • Gift Cards and Store Credit: Store credit and gift cards are non-refundable and non-exchangeable for cash.
  • Promotional Items: Products purchased during promotional sales, unless required by applicable law.

9. Refund Processing and Timeframes

9.1 Approved Refunds

When a refund is approved in accordance with this Policy:

MethodRefunds are processed via the original payment method used for the purchase (e.g., mada, STC Pay, Apple Pay, credit card) unless the Consumer explicitly agrees otherwise in writing.
TimingNeoPlay will process the refund within fourteen (14) days from the date of official refund approval.
Bank ProcessingWhile NeoPlay completes the process within 14 days, the Consumer acknowledges that financial institutions may take up to forty-five (45) days to reflect the balance.
No Additional ChargesThe Consumer shall not bear any additional fees or administrative charges for the refund process.
9.2 Currency

All refunds are processed in Saudi Riyals (SAR), the same currency as the original transaction. Any exchange rate fluctuations shall be borne by the Consumer.

9.3 Partial Refunds

In certain circumstances, partial refunds may be granted at our sole discretion, including for products that are partially functional, bundled products where only part of the bundle is defective, or cases where the Consumer has partially used the product.

10. Fraud Prevention and Misuse

NeoPlay.me maintains a zero-tolerance policy for fraudulent claims. Digital Products are licensed for personal use only. The following actions may result in permanent account suspension and referral to authorities:

  • Submitting false or exaggerated defect claims
  • Using a product and then claiming it was never delivered
  • Reselling products purchased from NeoPlay.me and facilitating third-party claims
  • Filing chargebacks after receiving functional products
  • Exhibiting patterns of suspicious claim activity across multiple orders

Consumers found engaging in fraud will have their accounts permanently terminated and may be pursued under applicable fraud and cybercrime laws in the Kingdom of Saudi Arabia.

11. Complaints and Dispute Resolution

11.1 Internal Complaint Process

If you are dissatisfied with any decision regarding a refund or replacement, you may submit a formal complaint:

11.2 Response Timeframe

We aim to respond to all formal complaints within fourteen (14) days of receipt.

11.3 Escalation to Regulatory Authorities

If your complaint is not resolved to your satisfaction, you may escalate the matter to the competent authorities:

Kingdom of Saudi Arabia:

  • Ministry of Commerce — mc.gov.sa
  • Consumer Protection Association
  • Communications, Space and Technology Commission (CST)

Other GCC States:

  • UAE: Department of Economic Development / Telecommunications and Digital Government Regulatory Authority
  • Kuwait: Ministry of Commerce and Industry
  • Bahrain, Qatar, Oman: Respective consumer protection departments
11.4 Governing Law and Jurisdiction

Any disputes arising out of or in connection with this Policy or your purchase shall be governed by the laws of the Kingdom of Saudi Arabia and shall be subject to the exclusive jurisdiction of the competent courts in Jeddah, Kingdom of Saudi Arabia.

12. Contact Information

For any questions regarding this Refund and Returns Policy:

To top