Refund and Returns Policy

Last Updated: April 4, 2026 Version 2.0 Applicable To: Kingdom of Saudi Arabia & 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 Registration4030526004
Registered AddressWasil Al Najah Company, Prince Sultan Street, 7026, Jeddah, Kingdom of Saudi Arabia
2 Definitions
TermDefinition
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 delivery Saudi E-Commerce Law Art. 13; Consumer's express consent to immediate performance.
Software (Downloaded/Accessed) WAIVED upon delivery Exception for digital content and information programs.
Access Accounts (Steam, PSN, Xbox, etc.) WAIVED upon delivery Digital content exception; credentials constitute full performance of service.
In-Game Currency / Top-Ups WAIVED upon delivery Consumable digital goods exception; irreversible once credited.
Gift Cards / Prepaid Cards WAIVED upon delivery Monetary value cards; non-refundable once code is revealed.
Subscriptions / Memberships WAIVED upon activation Service commences immediately upon activation.

4.3 Express Consent to Waiver

By completing a purchase on NeoPlay.me and clicking "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:

  • Contact our Customer Support immediately via email: support@neoplay.me
  • Or submit a ticket at: neoplay.tawk.help
  • Provide your full name, order number, and reason for 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:

SituationDetails
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
Replacement A new, valid product key or access credentials for the same product. Within 2–5 Working Days
Store Credit The full purchase amount credited to your NeoPlay.me wallet for future use. Within 3 Working Days
Full Refund A 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:

  • Cancel the transaction; and
  • 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:

ItemDetails
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:

Email support@neoplay.me
Support Portal neoplay.tawk.help
Contact Page neoplay.me/contact-us
Address Wasil Al Najah Company, Prince Sultan Street, 7026, Jeddah, Kingdom of Saudi Arabia
Commercial Registration 4030526004

Privacy Policy

Last Updated: 1st July 2024 Version 1.0 Applicable To: Kingdom of Saudi Arabia & GCC Countries

We prioritize the protection of your data and have established safety and confidentiality rules to ensure its best possible protection. While we need to collect certain information when you order, please be assured that personal data is not collected without your prior consent. These rules apply to all those involved with the company.

1 About Us

These are the terms and conditions ("Terms") upon which Wasil Al Najah, a private company incorporated under the laws of Saudi Arabia under company registration number 4030526004 and having its registered office at Office Prince Sultan Street, 7026 ("Wasil Al Najah", "we", "us", "our") sell and supply access codes to digital content to you through the website www.neoplay.me and through our mobile applications ("Webapp").

  • The website lists various digital content, e.g. downloadable game titles and other downloadable content ("Content").
  • We sell official keys, issued by the publisher and/or the developer of relevant Content ("Developer"), which allow the user to unlock, access, and download the relevant Content from the Developer's platform ("Code(s)").
  • We are not the Developer of the Content and we do not own or operate the Developer's platform.
2 Who Does This Privacy Notice Apply To?

This privacy notice applies to individuals who access, browse, and use our website. Its aim is to provide information on how we collect and process your personal data through your use of the website.

3 Third Party Links

The website may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy notices. When you leave our website, we encourage you to read the privacy notices of every website you visit.

4 Types of Personal Data We Process

Throughout this privacy notice, we use the term "processing" to refer to all activities involving your personal data. The personal data we collect about you depends on the particular activities carried out through our website. We typically collect and process the following kinds of personal data:

  • Identity and Contact Data: Includes your name, postal address, email address, date of birth, and any personal data provided when contacting us.
  • Financial Data: Includes information necessary for processing payments and fraud prevention.
  • Transaction Data: Details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data: Includes internet protocol (IP) address, browser type and version, time zone setting and location, and other technology on the devices you use to access our website.
  • Usage Data: Information about how you use the website, such as the services you view or search for, page response times, and page interaction information.
  • Marketing and Communications Data: Your preferences in receiving marketing communications from us and your communication preferences.
5 How We Use Your Personal Data

The table below sets out the purposes for which we use your personal data and the legal grounds for doing so.

Purpose / Activity Type of Data Grounds for Processing
To allow you to create and manage a user account on our website, including managing your public profile, wish list products of interest, preferences, feedback, product reviews and survey responses, connecting with other website members and sharing games with your friends. Identity and Contact Data
Profile Data		 Necessary for the performance of a contract with you or in order to take steps at your request prior to entering into a contract.

Necessary for our legitimate interests of enabling users to create and develop personalised accounts, to facilitate purchases and recording of product and service preferences, for running our business and to develop new business.
To check your age eligibility to buy certain Codes, to process and deliver your order including managing payments, fees, charges and refunds; processing IG Credits and gift card credits; and collecting and recovering money owed to us. Identity and Contact Data
Profile Data
Financial Data
Transaction Data		 Necessary for the performance of a contract with you or in order to take steps at your request prior to entering into a contract.

Necessary to comply with a legal obligation.

Necessary for our legitimate interests to administer our services, to collect sums due to us and to keep our records updated.
To respond to queries submitted through the website, telephone, social media or other means and to manage our relationship with you including: (i) product and service support; (ii) notification of changes to our services, terms of sale, cookies policy, privacy notice or other policies; (iii) user feedback, product review and survey facilities; (iv) user complaints and disputes; (v) administering your marketing and communication preferences; (vi) administering your data protection, privacy and other rights. Identity and Contact Data
Profile Data
Financial Data
Transaction Data
Technical Data
Usage Data
Marketing and Communications Data		 Necessary for the performance of a contract with you or in order to take steps at your request prior to entering into a contract.

Necessary to comply with a legal obligation.

Necessary for our legitimate interests for responding to user queries, attracting new users, affiliates and partners, running our business and to develop new business, keeping our records updated and to gauge consumer satisfaction with our services and/or the codes they purchase.
To administer and protect our business, products, services, networks, systems, the website and data and property hosted on or made available through the website including implementing and monitoring security measures, troubleshooting, data and usage analysis, testing, system maintenance, support, reporting and hosting of data. Identity and Contact Data
Profile Data
Financial Data
Transaction Data
Technical Data
Usage Data
Marketing and Communications Data		 Necessary for the performance of a contract with you or in order to take steps at your request prior to entering into a contract.

Necessary to comply with a legal obligation.

Necessary for our legitimate interests for running our business, IT systems administration, network security, to identify and/or prevent fraud, to collate statistical business to enhance our services and business, and in the context of a business reorganisation or group restructuring exercise.
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you. Identity and Contact Data
Technical Data
Usage Data
Marketing and Communications Data		 Necessary for our legitimate interests to study how users use our services, to develop them, to grow our business, to inform our marketing strategy and output and to conduct marketing.
To use data analytics to monitor usage of the website, to measure the performance of the website and to optimise the website, to improve our services, marketing strategy and output, user interactions, relationships and experiences. Technical Data
Usage Data		 Necessary for our legitimate interests to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy.
To make suggestions and recommendations to you about products or services that may be of interest to you, including by way of news updates and other communications and to observe the readership of our news updates and other communications through the use of tracking technologies. Identity and Contact Data
Technical Data
Usage Data
Marketing and Communications Data		 Necessary for our legitimate interests to develop our products and services, direct market and grow our business.
Instant-Gaming partners only: To register you as a new Instant-Gaming partner; to manage and administer our business relationship; to administer, collect and make payments, fees and charges relating to our business relationship; to comply with our legal obligations, including maintaining records; to comply with our insurance policies and to exercise or defend our legal rights, or to comply with court orders. Identity and Contact Data
Financial Data
Transaction Data
Technical Data
Usage Data
Marketing and Communications Data		 Necessary for the performance of a contract with you or in order to take steps at your request prior to entering into a contract.

Necessary to comply with a legal obligation.

Necessary for our legitimate interests to keep our records updated, manage sums payable by or to us, effectively manage and grow our business.

Generally, we do not rely on consent as a legal ground for processing your personal data although we will request your consent before sending direct marketing communications to you via email, text message or other electronic means.

Marketing

We would like to send you information about our services, upcoming game releases, preorders and offers, which may be of interest to you. Where we have your consent or it is in our legitimate interests to do so, we may do this by email and/or by mobile push notifications.

If you have previously agreed to being contacted in this way, you can unsubscribe at any time by using the 'unsubscribe' link in emails, changing your notifications settings on your mobile device or by contacting us using the information set out in section 13 below. You can also manage your personal data associated with your user account via the settings page.

If you agree as part of our cookie's framework, we will use certain technologies that allow us to see whether news updates and other communications we send to you have been viewed and read. We use this information for our legitimate interests to develop our products and services, direct market and grow our business.

6 Disclosure of Your Personal Data

Except as set out in this privacy notice, we do not disclose to any third-party personal data that we collect from you or you provide to us. We may have to share personal data with the parties set out below for the purposes set out in section 5 above.

Third Parties

Companies assist us in providing our services. For example, our payment gateway provider(s), assists us with the processing of your payments (depending on your chosen method of payment for Codes), customer services, technical support, managing cancellation rights and where applicable issuing refunds or other payments.

External Third Parties

Companies that provide products and services to us such as professional advisors, IT systems suppliers and support, data storage, IT developers, analytics companies, website hosting providers and other service providers.

Public and Government Authorities

Entities that regulate or have jurisdiction over us. We will disclose personal data in order to comply with any legal obligation, if we are ordered to do so by a court of competent jurisdiction, law enforcement, regulatory or administrative authorities or in order to enforce a contract with you or to protect our rights, property or safety and/or that of our staff, website users and others.

Corporate Activity

Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

ℹ️ We require all third parties who we disclose personal data which we collect under this privacy notice, to respect the security of personal data and to treat it in accordance with the law. We do not allow our service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions. Unless prevented by applicable law, we will notify you when your personal data may be provided to third parties in ways other than explained above, and you may have the option to prevent this sharing at the time that we notify you.
7 Data Processing and Transfer

Location of Data Processing

Personal data of users accessing our website from Saudi Arabia may be processed for marketing and analysis purposes.

Data Transfer

By accessing our website, you acknowledge and agree that your personal data may be transferred to and processed by third party partners.

International Transfers

We are located in Dubai and so your personal data will be received and processed by us in Dubai. It may be necessary for us to disclose some of your personal data to our trusted suppliers or partners who provide us with products and services that assist us in providing our services to you. Our trusted suppliers and partners are located inside the European Economic Area and Saudi Arabia. We will ensure that any local/international transfers of your personal data are in accordance with applicable laws.

8 Compliance with Laws

We ensure that our privacy policy complies with all applicable laws and regulations regarding data protection and privacy, including:

  • California Consumer Privacy Act (CCPA)
  • General Data Protection Regulation (GDPR)
  • Saudi Arabian data protection and privacy laws and regulations
9 Data Protection Measures

Wasil Al Najah LLC implements appropriate technical and organizational measures to safeguard personal data processed on our behalf, in accordance with Saudi Arabian laws and regulations.

Data Security

We have security measures in place to prevent personal data from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal data to those who have a genuine business need to know it. Those processing your personal data will do so only in an authorised manner and are subject to obligations of confidentiality.

⚠️ You recognise that no entity can keep personal data fully secure. If you have reason to believe that any of your personal data is no longer secure, please notify us immediately by contacting us using the information provided in section 13 below.
10 Data Sharing and Disclosure

Personal data processed by Wasil Al Najah LLC may be shared with us for the purposes outlined in this Privacy Policy. Such sharing and disclosure will be conducted in compliance with applicable laws and regulations.

Updating Your Personal Data

It is important that the personal data we hold about you is accurate and current. Please keep us informed, using your user account settings page, if any of your personal data changes during your relationship with us. You can also contact us using the information provided in section 13 below to update your personal data.

Data Retention

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of a legal dispute in respect of our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

11 Your Legal Rights

Under certain circumstances, by law you may have the right to:

  • ① Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • ② Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate personal data we hold about you corrected.
  • ③ Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to object to processing (see below), where we may have processed your personal data unlawfully or where we are required to erase your personal data to comply with local law. We may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • ④ Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your personal data which override your rights and freedoms.
  • ⑤ Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the personal data is unlawful but you do not want us to erase it; (c) where you need us to hold the personal data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your personal data but we need to verify whether we have overriding legitimate grounds to use it.
  • ⑥ Request the transfer of your personal data to you or to a third party. This enables you to ask us to provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the personal data to perform a contract with you.
  • ⑦ Right to withdraw consent: If you provide your consent to the processing of your personal data for a specific purpose, you have the right to withdraw your consent for that specific processing at any time. Once we have received notification that you wish to withdraw your consent, we will take steps to ensure we no longer process your personal data for the purpose(s) you originally agreed to, unless we have another legitimate basis for doing so in law. Withdrawal of consent will not affect the lawfulness of processing based on consent before withdrawal.
ℹ️ In order to exercise one or more of your rights in respect of your personal data, please contact us in writing using the information provided below. We will need you to provide us with information to identify you on our records, as well as proof of your identity and address, and the information to which your request relates.

Please note that the settings page of your user account enables you to update, manage and download certain of your personal data and to disable your user account and delete all personal data associated with your user account.

You have the right to make a complaint to the data protection supervisory authority. However, we would appreciate the chance to deal with your concerns before you contact the supervisory authority and therefore ask you to please contact us in the first instance using the information provided below.

12 Changes to This Privacy Notice

We will change this privacy notice from time to time and any changes will be contained in a revised privacy notice posted on the website. This version of the privacy notice was last updated on 1st July 2024 and historic versions can be obtained by contacting us using the information provided in section 13 below.

13 Contact Us

If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us through the support and contact us links on the website or by logging into your user account. You can also reach us directly:

Email support@neoplay.me
Support Portal neoplay.tawk.help
Contact Page neoplay.me/contact-us
Platform Address Building 4, Sultan Street, Jeddah, Kingdom of Saudi Arabia
Company Address 24 North Building, Sultan Street, Jeddah, Kingdom of Saudi Arabia
Commercial Registration 4030526004

Terms & Conditions

Last Updated: April 4, 2026 Version 2.0 Applicable To: Kingdom of Saudi Arabia & GCC Countries
📋 Please read the following important terms and conditions before purchasing any access codes for digital games and/or content through this website. By using our website or making a purchase, you agree to be bound by these Terms.
1 Introduction

These are the Terms and Conditions ("Terms") for General Terms of Sale: Access Codes & Accounts for Digital Content sold through this website. By using our website or making a purchase, you expressly agree to be bound by these Terms in their entirety.

2 Who We Are

These are the terms and conditions ("Terms") upon which Wasil Al Najah Company, a private company incorporated under the laws of the Kingdom of Saudi Arabia, sells and supplies access codes to digital content to you through the website www.neoplay.me ("Website").

Company NameWasil Al Najah Company
Commercial Registration4030526004
Registered AddressPrince Sultan Street, 7026, Jeddah, Kingdom of Saudi Arabia

We list various digital content on our Website, such as downloadable game titles, gift cards, subscriptions, in-game currency, and other digital content ("Content"). We sell official keys issued by the publisher or developer of the Content ("Developer"), allowing users to unlock, access, and download the Content from the Developer's platform ("Code(s)"). We do not develop the Content or operate the Developer's platform. You may also be subject to the Developer's end user license agreement and other terms.

3 Compliance with Applicable Laws

These Terms are 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 Unified Consumer Protection Guidelines
  • Applicable e-commerce and consumer protection laws across GCC member states (UAE, Kuwait, Bahrain, Qatar, Oman)
4 How to Contact Us

You can contact us through the following channels:

Email support@neoplay.me
Support Portal neoplay.tawk.help
Contact Page neoplay.me/contact-us
Registered Address Wasil Al Najah Company, Prince Sultan Street, 7026, Jeddah, Kingdom of Saudi Arabia
Commercial Registration 4030526004
5 About You (Eligibility)

To purchase Codes from us, you must:

  • Be at least 18 years of age, or the age of majority in your jurisdiction
  • Have a valid user account on the Website ("User Account")
  • Have a valid payment method accepted on our platform
  • Have a device capable of accessing and downloading the Content ("Device")
⚠️ Keep your User Account details secure and do not share them with third parties. If you are a minor, you must have parental or guardian permission to purchase Codes and comply with age restrictions for certain Content. You are responsible for all activities conducted through your User Account.
6 Your Device and Data

Before ordering, ensure your Device meets the hardware and software requirements for the Content. You are responsible for any data fees incurred from third parties (e.g., your internet provider). Check the file size and system requirements of your Content before purchasing.

7 Your Privacy and Personal Data

Any personal data you provide will be handled in accordance with our Privacy Policy and in compliance with the Saudi Personal Data Protection Law (PDPL). We collect, process, and store your data only to the extent necessary to fulfill our contractual obligations and improve our services.

8 Our Contract with You

When you purchase Codes from us, you enter into a contract for the supply of Codes to access and download Content from the Developer's platform. The contract is formed when we send you a Confirmation Email accepting your order. You will be bound by:

  • These Terms and Conditions
  • Our Refund and Returns Policy
  • Our Privacy Policy
  • Any additional terms we notify you of, with a 30-day notice period
  • The Developer's end user license agreement for the Content
9 Ordering from Us

To place an order, log into your User Account, select your Content, choose any available editions or features, and proceed with payment. We will send a Confirmation Email if we accept your order, forming a legally binding contract.

ℹ️ We reserve the right to refuse or cancel any order for reasons including but not limited to unavailability of Content or payment authorization issues.
10 Accessing Your Code and Content

After receiving the Confirmation Email, the Code or account details will be provided via email or through your account dashboard. You will need to visit the relevant gaming/redemption platform to activate and download the Content. Delivery of digital products is typically instant upon payment confirmation.

11 Price and Payment

The price for Codes is displayed on the Website in Saudi Riyals (SAR). All prices are inclusive of applicable Value Added Tax (VAT) at the rate of 15% as mandated by the Saudi General Authority of Zakat and Tax (ZATCA). We accept the following payment methods:

  • Credit/Debit Cards (Visa, Mastercard)
  • mada (Saudi debit cards)
  • Apple Pay
  • STC Pay
  • Other payment methods as specified at checkout
🔒 Payment processing is handled securely by our authorized payment gateway partner, HyperPay, in compliance with PCI-DSS standards. Prices are subject to change without notice but will not affect orders that have already been confirmed.
12 Your Rights to End the Contract

In accordance with the Saudi E-Commerce Law, you may end the contract if:

  • You have a legal right to end the contract due to a defective product
  • We notify you of changes to these Terms that you do not agree with
  • There are material errors in the price or description of the Code
  • Delivery is delayed beyond fifteen (15) days from the date of purchase
  • We suspend supply of the Code for technical reasons lasting more than 14 days
⚠️ Important: Due to the nature of digital products that can be accessed immediately upon delivery, the standard seven (7) day withdrawal period under Article 13 of the Saudi E-Commerce Law does not apply once the Code has been delivered or accessed. By completing your purchase, you expressly consent to immediate delivery and waive your right of withdrawal. For full details, see our Refund and Returns Policy.
13 Permissions to Use Content

When you buy a Code, you receive a license to use the Content according to the Developer's end user license agreement. You do not own the Content and must comply with all related restrictions. The license is:

  • Non-exclusive
  • Non-transferable
  • For personal use only
14 Our Rights to End the Contract

We may end the contract and suspend or terminate your User Account if:

  • You breach these Terms
  • Your payment fails or is reversed (chargeback)
  • We have reasonable grounds to believe your account is being used for fraudulent activity
  • You attempt to resell, distribute, or transfer Codes to third parties
15 Nature of the Codes and Content

We will ensure Codes are free from defects and use reasonable efforts to keep them virus-free. However, Codes and Content may have minor bugs that are the responsibility of the Developer. We are not liable for issues caused by the Developer's platform or third-party services.

16 Faulty Codes
⏱ Check Codes upon receipt and notify us of any defects within three (3) days of delivery. Ensure you have the necessary base game title and updates installed.

For full details on defective products and remedies, see our Refund and Returns Policy.

17 Limitation of Liability

We are liable for foreseeable loss or damage caused by our breach of these Terms. We do not exclude or limit liability where it would be unlawful to do so under Saudi or applicable GCC law. Our total liability shall not exceed the amount paid by you for the specific Code or Content in question.

We are NOT liable for:

  • Loss arising from your failure to meet system requirements
  • Issues caused by the Developer's platform or third-party services
  • Indirect, consequential, or incidental damages
  • Loss of data, profits, or business opportunities
18 Intellectual Property

All content on the Website, including text, graphics, logos, and software, is the property of Wasil Al Najah Company or its licensors and is protected by intellectual property laws of the Kingdom of Saudi Arabia and international treaties.

🚫 You may not use, reproduce, or distribute any content from the Website without our prior written consent.
19 Prohibited Activities

You agree NOT to:

  • Violate any applicable laws or regulations of the Kingdom of Saudi Arabia or your jurisdiction
  • Infringe on the intellectual property or other rights of any third party
  • Distribute viruses, malware, or other harmful software
  • Engage in fraudulent activities or impersonate any person or entity
  • Use the Website to collect or store personal data about others without their consent
  • Resell or commercially exploit Codes purchased for personal use
20 Changes to These Terms

We may update these Terms from time to time. The most current version will be posted on the Website with the "Last Updated" date. Material changes will be communicated to registered users via email with a 30-day notice period.

ℹ️ Your continued use of the Website after any changes constitutes your acceptance of the updated Terms.
21 Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts in Jeddah, Kingdom of Saudi Arabia.

Regulatory 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

For consumers in other GCC states, local consumer protection laws may also apply to the extent required by mandatory provisions of those jurisdictions.

22 Contact Us

If you have any questions or concerns about these Terms, please contact us:

Email support@neoplay.me
Support Portal neoplay.tawk.help
Contact Page neoplay.me/contact-us
Address Wasil Al Najah Company, Prince Sultan Street, 7026, Jeddah, KSA
Commercial Registration 4030526004