Refund and Chargeback Policy
Last revised: 27 October 2026
Contact [email protected] within 14 days of purchase to request cancellation or a refund. Include the order ID, purchase date, amount and a detailed explanation. We may ask for supporting documents or clarification. An accidental purchase reported immediately may be cancelled at our discretion.
We consider each request individually. Reasons may include unreasonable non-delivery, a technical problem on our side that prevents delivery or access, a material difference between the service and its description or order summary, or an unauthorised or fraudulent payment.
Our usual policy is that customised work is not cancellable once preparation or delivery has started, fully delivered services are not refundable, and partially accessed or delivered services do not qualify for a partial refund. Depending on the circumstances, we may nevertheless offer a partial refund. These policy limits and the 14-day request period do not take away any mandatory rights under applicable law.
We aim to review requests within five business days and email the decision. Approved refunds are sent to the original payment method; the payment provider determines how long processing takes.
We ask customers to contact support before approaching their bank about a chargeback, as this may resolve the issue faster. An account may be suspended or closed while a dispute is investigated. To challenge an invalid claim, we may supply the payment processor with delivery timestamps, invoices, communications and transaction receipts. Such records are retained for at least 24 months.
Payments are processed through NetCo, a PCI-DSS Level 1 certified provider; we do not store or access cardholder data. Applicable card-network rules continue to apply.
This policy is governed by Nigerian law, with disputes subject to the courts of Nigeria, without limiting mandatory consumer rights or other applicable law. We may update the policy and communicate changes through the platform.
For policy questions: NeonDot Creatives
14, Shofidiya Close, Surulere, Lagos State, Nigeria
Email: [email protected]