Can I get a refund from Neo after being charged?

Only within a narrow window. The terms give a refund of fees paid where your subscription **included a domain provided by Neo** and you terminate within **seven days** of the subscription date. Beyond that, the terms say no refund will be made of any subscription paid in advance on closure of an account, and there's no pro-rata for unused months. Accidental, duplicate or unrecognised charges are still worth raising, email **hello@neo.space** with the invoice ID, charge date and last four card digits. Card-issuer routes (chargeback, or Section 75 in the UK) stay open if they refuse.

How do I cancel the Neo 15-day free trial before I get charged?

Neo Mail's free business email runs as a **15-day free trial**, and Neo states that after your free trial your card will be charged, the amount depending on the number of mailboxes, the plan and the billing cycle. So cancel inside the 15 days, not on day 16. Sign in at admin.neo.space, open Billing and Subscription and select Cancel Subscription, then screenshot the confirmation. If you bought a domain at signup you were charged for that domain immediately, separately from the mailbox trial, that's the charge the 7-day refund clause covers.

Is there a Neo cancellation fee?

No early-termination fee appears anywhere in Neo's terms or pricing page, the cost of leaving mid-term is the unused prepaid time, not a penalty. Because Neo sells monthly, yearly, two-yearly and four-yearly cycles that are billed up front, cancelling a four-year plan in month three simply forfeits the remainder, since the terms bar refunds of subscriptions paid in advance. Domain fees already charged are also non-recoverable once past the 7-day window. If you're billed anything described as a cancellation charge, ask support to itemise it and point to the clause that authorises it.

Can I downgrade my Neo plan instead of cancelling?

You can move between Starter ($2.49), Standard ($4.99) and Max ($9.99) per mailbox/month, but not selectively: Neo says it doesn't support picking different plans for different team members in the same organisation on the same domain, so your chosen plan applies to every email account. The practical lever is mailbox count, removing unused mailboxes cuts the bill because pricing is per mailbox. Changes normally bite at the next renewal rather than refunding the current term, so if you're mid-way through a prepaid year, downgrade *and* diarise the renewal date.

Why does Neo still email me that my subscription expired after I cancelled?

It's a known annoyance, not proof you're still billed. A Trustpilot reviewer said they'd cancelled over a month earlier and still received daily reminders that their subscription had expired. Treat those emails as marketing noise and verify the real state two ways: the Billing and Subscription screen in admin.neo.space should show no active plan or auto-renewal, and your card statement should show no new charge after the expiry date. If either disagrees, email **hello@neo.space** asking for written confirmation of the cancellation date, and ask them to suppress the renewal reminders.

What if Neo says they never received my cancellation request?

Reviewers report exactly this, requesting cancellation more than once, being told no request was received, then being pulled into verification arguments over the email address and account name before a refund was declined. Beat it with a single dated evidence bundle: send one email from the admin address to **hello@neo.space** with the domain, invoice ID, last four card digits, the date of your first request and the screenshot of the panel. State plainly that the earliest dated request is the effective cancellation date and that you want written confirmation. Keep every reply.

Can I cancel Neo from the mobile app or does it have to be the website?

It has to be the web admin panel. The Neo iOS and Android apps are mail clients, billing lives in the Neo Admin Panel at **admin.neo.space**, under Billing and Subscription. Neo bills your credit card directly rather than via Apple or Google in-app purchase, so there's nothing to cancel in your phone's subscription settings and deleting the app doesn't stop the charge. Sign in on a desktop browser if the panel is fiddly on mobile. App-store reviews are answered from **support@neo.space**, which is a useful second address if hello@ goes quiet.

Should I do a chargeback on Neo if they refuse a refund?

Make it the last step, not the first. One reviewer's business mailbox was suspended for a week during a dispute, and Neo asked them to get the bank to withdraw the chargeback and supply screenshot proof before matters moved. Ask support once, in writing, with invoice ID and dates; give a clear deadline. If that fails, your card issuer is the real lever, UK cardholders paying by credit card may also have Section 75 rights against the issuer. Export your mailbox data before you escalate, in case access is cut mid-dispute.

REFUND GUIDE

How to Get a Neo Refund Past the 7-Day Window.

Inside 7 days their own policy is on your side; statutory cooling-off rights may stack on top. Outside it, you've still got tools, a clear email, a card-issuer chargeback, the lot. Here's the playbook for Neo.

Last verified today against Neo’s own Terms · UK, US, and EU rights covered below

The short answer

For the Neo Mail / Neo Site subscription itself, the only written refund right is a 7-day one: if your subscription included a domain provided by Neo and you terminate within seven days of purchase, you are eligible for a refund of the fees paid. Outside that window there is no pro-rata refund, the terms state that on closure of an account no refund will be made of any subscription paid in advance, so a cancelled yearly or multi-year plan simply runs to its expiry date. Domain registration fees and any Partner/reseller purchase are separate: where you bought Neo through a Partner, that Partner's payment, cancellation and refund terms apply instead. Refunds for accidental or duplicate card charges are handled case-by-case by support at hello@neo.space, not by an automatic policy.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Neo, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What Neo actually says

“11.1 Where the Customer’s Subscription includes provision of a domain by Neo, and such Subscription is terminated by the Customer within seven (7) days from the date of Subscription, then the Customer is eligible to receive a refund of the Fees paid.”
, verbatim from Neo’s terms

7-day cancellation windowPro-rata refund: noStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Neo refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Neo’s own policy works on a 7-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Neo charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.
California ARL refund right
Refund if cancel was blocked or unclear.
If Neo made it hard to cancel under California ARL, you’re entitled to a refund of charges taken since the obstruction. Multiple class actions (including against Adobe + Hulu) have set the precedent.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Neo has ~45 days to defend. Works regardless of where Neo is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United Kingdom, European Union)

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Neo for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Neo subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Neo can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Neo is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use hello@neo.space, the route yoink has verified actually gets read for Neo.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Neo team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the FTC's Click-to-Cancel rule, cancellation must be available through a channel as simple as the one I signed up through. Please confirm by reply that the refund will be processed to my original payment method.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Neo

Go to **admin.neo.space** and sign in with your admin credentials. In the Email Control Panel, open **Billing and Subscription** in the left side panel, choose the option to manage your subscription, then select **Cancel Subscription**, pick a reason and confirm. Neo's help article says this ensures you won't be charged going forward. There is no published phone line, if the panel won't complete the cancellation, email **hello@neo.space** with your domain and invoice ID and ask for written confirmation of the cancellation date. Screenshot the confirmation screen either way.