Cancel Neon the easy way

Product and category

Neon Pagamentos SA is a Brazilian fintech and digital banking business. The brand provides digital accounts, cards and related financial services and is listed here as the service 'Neon'. For UK consumers the company maintains a contact address in London for cancellations.

Who uses Neon

The platform targets individuals and microentrepreneurs in Brazil who need deposit accounts, credit cards and personal loans. For UK residents or consumers with a Neon contract the guidance below explains how to cancel from the United Kingdom.

Company facts

For official pricing details see Neon pricing pages: Neon pricing and Neon plans docs.

Web cancellation - recommended first step

1. Sign in at neon.com. If you have a subscription area, open Account or Settings.
2. Locate Subscriptions or Plans and follow the Cancel or End Subscription link.
3. Download or screenshot any on-screen confirmation and save emails from Neon as proof.
4. If no web cancellation option exists, proceed to Email or Post below.

Email cancellation - formal written notice

1. Compose a clear statement: "I Cancel my subscription/account with Neon, account ID [your ID], effective immediately." Include name, email, and address.
2. Send to [email protected] and keep a copy of the sent message and time stamp.
3. If no reply within 5 business days, send a registered postal letter to the London address and keep proof of postage.

Post - registered letter

1. Write a short cancellation letter with your full name, account ID, date of birth or company number if relevant, and the statement that you cancel effective immediately.
2. Send by registered post to: Neon, 20-22 Wenlock Road, N1 7GU London, United Kingdom.
3. Retain the delivery receipt and photograph the completed letter for your records.

App store cancellations

1. If subscription was billed via Apple, open Settings on iPhone, tap your name, Subscriptions, find Neon and Cancel Subscription. Keep the App Store confirmation.
2. If billed via Google Play, open Play Store, tap profile, Payments and subscriptions, Subscriptions, find Neon and Cancel.
3. After cancelling with the store, check Neon account for any remaining obligations and contact support if billed incorrectly.

Phone support

1. Phone support details are not published by Neon. If you locate a phone number in your account or documentation, take the call reference number and immediately follow up by email to [email protected] repeating the cancellation in writing.
2. If unsure of the phone number's validity, rely on registered post or email to create evidence.

Moving address or relocation

If moving out of the service area is a contractual termination ground this must be stated in Neon s terms; Neon has not published a specific policy for termination due to moving. Provide your new address and proof such as a tenancy agreement or utility bill. Applicable law: Consumer Contracts Regulations 2013 where distance contracts apply.

Price increase

If Neon increases a subscription price and your contract allows you to terminate for that reason, keep the price increase notice and the effective date. Provide the notice from Neon and the cancellation statement. If a price increase was not properly communicated at renewal, Consumer Contracts Regulations 2013 and the CMA guidance on auto-renewal practices apply.

Death of subscriber

Neon has not published a UK-specific policy on termination on death. Common required documents are a death certificate and proof of authority for the estate. If Neon treats accounts as financial services, escalate to the Financial Ombudsman Service if necessary.

Legitimate ground

Neon has not published an exhaustive list of legitimate termination grounds. Under the Consumer Rights Act 2015 services must be performed with reasonable care and skill; if Neon fails to provide the contracted service, collect evidence such as screenshots, error messages and dates to support a claim under the Consumer Rights Act 2015.

End of commitment

If your plan has a fixed term and that term ends, Neon has not published general minimum commitment periods for UK customers. Check your signed terms or account dashboard for the end date and give written notice - keep a copy. Applicable law: Consumer Contracts Regulations 2013 for renewals and notice.

Cooling-off (change of mind)

For distance contracts made online or off-premises the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14 day cooling-off period during which you may cancel and receive a full refund unless you expressly consented to immediate digital content supply. Required proof: a clear statement of cancellation and a copy of your order confirmation. Law: Consumer Contracts Regulations 2013.

Before you cancel: negotiate

There are no public reports of specific retention offers that Neon makes to UK customers. If you want to try to keep the service, contact Neon at [email protected] and request a retention offer. State your account ID, how long you have been a customer and the reason for cancellation. Ask for a discount, a temporary pause or a lower-tier plan. Request the offer in writing and set a 5 business day deadline for a reply.

What cancellation saves you

Neon documents a Free plan at £0/month. Using competitor published UK prices, annual costs and savings versus Neon Free are:

• Filssi £29 x 12 = £348 per year. Saving by moving to Neon Free: £348 - £0 = £348/year.
• SME System £23 x 12 = £276 per year. Saving by moving to Neon Free: £276/year.
• Vupiy £12 x 12 = £144 per year. Saving by moving to Neon Free: £144/year.
• Prachesta £12 x 12 = £144 per year. Saving by moving to Neon Free: £144/year.
• Experi £9 x 12 = £108 per year. Saving by moving to Neon Free: £108/year.

Cheapest real alternative from the listed competitors is Experi at £9/month (£108/year). If your aim is immediate maximum saving, switching from Filssi to Neon Free saves £348/year (calculation shown above).

Key UK consumer law

Your cancellation rights in the United Kingdom draw on the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which provide a 14 day cooling-off period for distance contracts, and the Consumer Rights Act 2015 which requires services to be performed with reasonable care and skill and prevents unfair contract terms such as disproportionate cancellation penalties.

Auto-renewal and hard-to-cancel terms

The Competition and Markets Authority treats unclear auto-renewal and hard-to-cancel subscriptions as potential unfair practices. If Neon uses automatic renewals without clear notices you may have a remedy through Citizens Advice or via complaint escalation. See the CMA guidance and the Digital Markets, Competition and Consumers Act 2024 for recent provisions. Relevant sections on consumer protections include section 264 and section 266.

How to escalate a dispute

1) Complain to Neon first in writing to [email protected] and keep proof. 2) If unresolved, contact Citizens Advice for guidance (Citizens Advice - cancelling a service). 3) For regulated financial complaints consider the Financial Ombudsman Service. 4) For card payments, consider Section 75 or a chargeback via your card issuer where applicable.

Check final billing and refunds

If you cancel within the 14 day cooling-off period you are entitled to a full refund for services not performed. For refunds outside that statutory right Neon has not published a general refund timeline for UK customers. If you expect a refund, request it in writing and record the date you requested it. Under the Consumer Contracts Regulations a refund for cancellation during the cooling-off period should be processed promptly.

Access and data

Export any data you need from your Neon account before access is removed. If Neon stops access immediately after cancellation, keep copies of transaction histories, statements and any correspondence. If you need documents later, request them from Neon in writing to [email protected]. Keep copies of all responses.

Re-activation

If you plan to return to Neon later, check whether re-activation carries a fee or requires a new sign-up. Neon has not published a re-activation fee or policy for UK customers; ask Neon for the specific terms when you cancel.

Use this checklist to cancel cleanly and preserve evidence.

• Find your account ID, billing email and payment method.
• Attempt web cancellation and save screenshots of any confirmation.
• Send an email to [email protected] with a clear statement: "I Cancel my subscription/account, account ID [ID], effective immediately." Keep the sent message and timestamp.
• If no reply in 5 business days, send a registered letter to Neon, 20-22 Wenlock Road, N1 7GU London, United Kingdom and retain the receipt.
• If you paid by card and do not receive a refund you believe you are due, contact your card issuer about Section 75 or chargeback where applicable.
• Download and keep copies of statements, receipts and any on-screen confirmations for at least 12 months.
• If you feel your rights are breached, contact Citizens Advice and consider the Financial Ombudsman Service for financial disputes.