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Applicable for: Windows
What is Norton Virus Protection Promise?
Virus Protection Promise is a virus removal service provided by Norton experts. If they are unable to remove the virus from your Windows, MacOS, Android or iOS device, you will be entitled to a refund even if no other refund right applies.
Virus Protection Promise is a feature offered only with automatically renewing subscriptions and only applies to device security subscriptions with antivirus features.
For more information, see Terms & Conditions.
How to determine if you are eligible for the Norton Virus Protection Promise
Norton Virus Protection Promise availability is displayed under the eligible subscription in the Services tab when you sign into your account.
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Sign in to your account.
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In the My Subscriptions tab, select the subscription and check to see if the Virus Protection Promise is available.
Under About Subscription, Virus Protection Promise will be displayed.
How to use the Norton Virus Protection Promise if you think you are infected
If you think your device is infected, we recommend scanning it with the Norton app. Follow the steps below based on the type of your device.
Windows device
On a Windows device, run Full Scan and Startup Scan to completely scan your computer. For step-by-step instructions, read Run Norton scans to check for threats on your PC.
Mac OS device
On a Mac OS device, run Full Scan to perform an in-depth scan of your system. For step-by-step instructions, read Run Norton scans to check for threats on Mac.
Mobile device
On an Android or iOS device, run Smart Scan to manually check for security risks. For step-by-step instructions, read Run a scan in Norton 360 app to check for security risks on your mobile device.
If the scans haven't resolved the situation, continue in the section below.
Contact a Norton expert
If you think that your computer is still infected or the infection has not been removed, contact Member Services & Support.
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Last modified: 03/10/2026
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