If you believe that the Company has violated your rights, you may file a complaint with the Company within 3 (three) months. The complaint must be written in the official language, in legible writing and signed by the complainant. If the Complaint is in a language other than the official language, the Company has the right to require the Complainant to provide a translation into the official language at the Complainant's expense, which must be certified by a translation bureau or a notary public as proof that the content of the Complaint has not been altered in the process of translation.

The standard complaint form can be found here, but you can also submit your complaint in free form.

In your complaint, you must include:

-Your name or the name of the company on whose behalf you are complaining;

-your address,

-your personal identification number or date of birth, and your company number if you are complaining on behalf of a company,

-telephone number (if available) or e-mail address (or any other contact information needed to reply),

-the circumstances and documents on which you base your complaint.

You can submit your complaint in the following ways:

-By e-mail: support@neopay.online or info@neofinance.com

-By registered post, sending it to the following address: Ukmerges st. 126, LT-08100, Vilnius

-By visiting the customer service point at Ukmerges st. 126, LT-08100, Vilnius

Complaints are investigated free of charge.

The complaint must be resolved within 15 (fifteen) working days. If, in an exceptional case, the Complaint cannot be dealt with in a timely manner, the designated employee of the Company must inform the Complainant thereof.  In all cases, the processing of the complaint shall not take longer than 35 (thirty-five) working days. The Applicant shall be informed in writing of the decision taken during the complaint. The reply shall be signed by the Chief Executive Officer of the Company or by the Chairman of the Complaints Committee.

In order to confirm your identity, you may be asked to provide proof of your identity upon arrival at the service point.

Please be informed that if the consumer is not satisfied with the response, he/she has the right to appeal to the Bank of Lithuania (Totorių g. 4, 01121, Vilnius, Lithuania) in writing or electronically within 1 (one) year after contacting the Company.

For more information on dispute resolution at the Bank of Lithuania, please visit the Bank of Lithuania's website: http://www.lb.lt/lt/vartotoju-ir-finansu-rinkos-dalyviu-gincai

In the event that the Company is approached by an applicant who is not a consumer, the Rules of the "Rules of the Out-of-Court Dispute Resolution Procedure for Disputes between Consumers and Participants of the Financial Market at the Bank of Lithuania" approved by the Bank of Lithuania shall not apply. In such a case, the Company shall examine the complaint and provide a reply to the applicant within 15 (fifteen) working days from the date of receipt of the complaint, but not later than within 30 (thirty) working days.

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THIRD PARTY SERVICES

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We regularly use Google Analytics software to optimize marketingmessages from Google LLC. It allows tracking visitors online behaviour: thetime spent on the website, geographic location and usage specifics of thewebsite. This information is collected through tracking pixels and/or cookies.The information obtained through tracking pixels and/or cookies is anonymousand is not bundled with personal data. Google processes personal information onits servers in various countries around the world. Personal information can beprocessed on a server that is not in the country where the user resides. We donot share this information with any other third parties that would be able toaccess it freely.

This website has an interface with third-party communication channels“Linkedin” and “Facebook”, where we place information about the Company'sactivities and act as separate data controllers. The cookies used by thischannel allow us to obtain aggregated statistics and insights into how visitorsinteract with our posts, ads, this website, videos and other content on thesesocial media.  

You can learn more about the third-party monitoring technologies used onour website here:

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HOW TO MANAGE COOKIES?

In order for the website to function properly,you do not have to accept all the cookies used here but doing so will makebrowsing easier for you. You can block all but the necessary cookies, however,some features of this website may not work as intended and you may need toreset some options each time you visit our website.

Most browsers allow you:

§  to check which cookies are storedand to delete cookies one by one;

§ blockall third-party cookies;

§ blockcookies from specific websites;

§ blockall cookies on the website;

§  delete all cookie preferences whenclosing the browser.

How to disable cookies?

You can refuse cookies by adjusting the cookiesettings on our website. When you open the page, you will see a cookie icon atthe bottom right corner. By clicking this icon, you will access the cookiesettings. You can disable all cookies except those that are necessary. Aftermaking your changes, click the “Save” button at the bottom.

It is important toremember that the website requires "Required cookies" to functionproperly, it is not possible to disable these cookies.

versions of the cookie policy

We regularly review the cookies used on thewebsite and, if necessary, notify you of any material changes to the visitortracking technology used here by updating this Cookie Policy.

The latest revision of this Policy was made on 05/28/2025.

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