Refund Policy

If you bought credits and haven’t spent them, you can have your money back within 30 days of the purchase. You do not need a reason.

If you spent some of a bundle, we refund the ones you have left, at the per-credit price you actually paid for that bundle. Buy a ten-credit bundle at $29.99, spend three, and ask for a refund inside the window: you get the value of the remaining seven back. The three you spent are not refunded.

After 30 days, unspent credits are no longer refundable, but they also never expire. They stay in your account and work exactly the same whenever you come back.

These are always refunded, with no time limit. If you spent a credit and got something that wasn’t what you paid for, that is our problem, not yours:

• The file is corrupt, will not play, or downloaded incompletely.
• The highlight is mis-tagged — wrong jersey number, wrong team, wrong game, wrong court.
• The video is not what the preview showed.
• The quality is materially worse than the preview you watched before buying.
• You were charged twice for the same highlight.

In these cases we return the credit to your account, or refund the money if you would rather have that. Tell us which you prefer.

Preview every highlight before you spend a credit. Playback is free, needs no account, and shows you the actual clip.

A spent credit where the file worked and matched its preview. You watched the highlight before buying, and the download is a permanent file you keep. We cannot take it back.

If something about a purchase feels wrong and it is not on the list above, write to us and explain what happened. We read every message.

Email support@neonhighlights.com or use the contact form, from the email address on your account, and tell us:

• Whether you want unspent credits refunded, or a specific download put right.
• For a bad download, a link to the highlight and what went wrong.

We aim to reply within two business days. Approved refunds go back to the original card through Stripe and usually appear within five to ten business days, depending on your bank. We cannot refund to a different card or as store credit unless you ask for credits instead.

If you do not recognize a charge, it will appear on your statement as NEON HIGHLIGHTS.

Please email us before filing a chargeback with your bank. We can almost always resolve it the same week, and a chargeback takes months, costs us a fee on top of the refund, and takes money back from the videographer who filmed the highlight. If you are owed a refund under this policy, you will get it faster by asking us directly.

When a purchase is refunded, the videographer’s share of that sale is reversed too. If it has already been paid out, it is deducted from the next cash-out balance. The Videographer Agreement covers this in full.