In short. All requests are accepted on Telegram: @Neon_X_Admin. Start your message with the word "Complaint" so it does not get lost in the general chat.
We confirm that we received it within 2 business days and try to answer on the merits within 14 days. If we need more time, we will tell you and explain why.
1. What you can write to us about
- The service does not work right — errors, data loss, downtime, being charged for something you did not get.
- Payment and license — a payment was not credited, the wrong plan was activated, a refund question (see section 6 of the Terms).
- Another user's behavior — fraud, spam, threats, someone else's data in a listing, breaking the rules in the communities and the marketplace.
- Personal data processing — you believe we handled your data the wrong way.
- Rights infringement — your material, trademark or image is used without permission on our pages or by users of the service.
- How support works — nobody answered you, or the answer was rude or off the point.
2. How to file a complaint
Write to @Neon_X_Admin on Telegram and include:
- what happened — briefly, in your own words;
- when it happened (the date and roughly the time);
- the email of your Neon account and the name of your organization, if you work in a team;
- where exactly: a page of the site, a section of the personal account, Neon Hub or Neon X;
- screenshots, a screen recording, a transaction hash — anything that shows the situation;
- what you want: fix the error, refund the money, remove the material, restrict the user.
You can file a complaint in Russian or English. We read anonymous requests too, but without contact details we cannot answer and often cannot verify anything.
3. Timelines
| Step | Timeline |
|---|---|
| We confirm that we received the request | 2 business days |
| We answer on the merits | Up to 14 days |
| We tell you that we need more time if the case is complex | Before the 14 days run out |
| Urgent cases: leaked access, a threat to account security | We start as soon as we see it |
4. How we review complaints
- We read the request and, if something is missing, ask follow-up questions.
- We check our own records: action logs, the deal log, payment history, technical diagnostics.
- If the complaint is about another user, we give them a chance to explain, except when a delay would be dangerous.
- We make a decision and write to you about what exactly we did. If we refuse, we explain why.
Possible measures: fixing the error, a refund or a license extension, removing the material, a warning, restricting or closing access for the violator.
5. Complaint about another user
Describe who did what, attach screenshots of the conversation or the listing and a link to the profile. If it is about a deal in the marketplace, give its number: the deal keeps a log that shows who confirmed what and when. Remember that deals are made between users: we are not a party to the deal, but we can restrict anyone who breaks the rules of the service.
Material involving minors, threats, publishing someone else's data and fraud are reviewed out of turn.
6. Copyright and related rights infringement
If your material is used without permission, send us a notice and include:
- which material exactly is infringed and how you confirm your rights;
- the exact page address or the place in the service where the disputed material is posted;
- your contact details for a reply;
- confirmation that you believe in good faith that the use is unlawful and that the information in the request is accurate;
- if you act on behalf of the rights holder — proof of your authority.
We restrict access to the disputed material while the case is reviewed and tell the person who posted it. They have the right to send an objection — then we review both sides.
7. Complaint about data processing
Write to us about which data you mean and what, in your view, went wrong. We will answer within the timelines from section 3. Your rights and how to make requests are described in the Privacy Policy. You also have the right to contact the personal data protection authority in your country — a complaint to us does not stand in the way of that.
8. What we cannot do
- Overturn a platform's decision. Blocks and restrictions on OnlyFans, Fansly, X (Twitter), Telegram and other services are made by them. We are not their representative and cannot influence such decisions.
- Get back a crypto transfer sent to the wrong place. Such transactions are irreversible by the design of the network.
- Be the judge in a dispute between users. We look at the deal log and the rules of the service, but we do not replace a court and do not hold the parties' money.
- Disclose another user's data. We tell you what measures we took, but we do not hand over someone else's personal data without a legal basis.
9. If the answer did not satisfy you
Write to us again and explain what exactly you disagree with — another person from the team will look at the request. If that does not help either, you have the right to defend your rights in the manner provided by applicable law; for personal data questions — through the supervisory authority of your country.
10. Contacts
Telegram: @Neon_X_Admin. We answer in Russian and English. Related documents: Terms of Use, Privacy Policy, Cookies.