Norton Cancellation and Refund Policy

How to stop your subscription from automatically renewing and your future charges?
Before your billing date, you can:

• Contact us or

• Sign in to your account and then:

  1. Click on My Account.
  2. Select My Subscriptions from the dropdown.
  3. Click Cancel Renewal or Manage Subscriptions for the subscription whose renewal you want to cancel.
  4. Follow the on-screen instructions to complete the cancellation.
  5. A confirmation message is displayed. Please allow up to 24 hours for this change to appear in your account.

For Japan:

If your order number starts with APXXXXXXXX or NPXXXXXXXX or if you have Norton 360 Standard Plus, follow the steps above to turn off Auto Renewal for your subscription.

If your order number starts with SY, visit here to turn off Auto Renewal. You will need your "original order number" and the email address that was used when you ordered.
*Your original order number is in the email that we sent at the point of the first purchase completion.

If you cannot locate your order number, check how the charge appears on your credit card statement. If it appears as "ノートンストアjp", follow the instructions for order numbers beginning with SY. If it appears other than "ノートンストアjp", follow the instructions for order numbers beginning with AP or NP.

It typically takes a few hours from your request for the change to take effect. 

Effects of stopping your subscription from automatically renewing:

• Your subscription will continue through the end of your already paid period. After that, it will end and you will not be charged again.

• Any benefits associated with automatically renewing subscriptions may no longer be available.

Add-on subscriptions:

• For add-on subscriptions that are linked to a main subscription, cancelling the renewal of your main subscription will also cancel the renewal of the linked add-on subscriptions.

• However, cancelling the renewal of an add-on subscription will not cancel the renewal of your main subscription, and any future charges will be adjusted accordingly.

You may cancel your subscription contract and request a refund, under the below terms. Upon cancellation, you must uninstall and delete all copies of the software from your device(s).
Annual subscriptions (one-year term or more):

• Under our 60-day Money Back Guarantee, the purchase of an annual subscription is eligible for a full refund, if requested within 60 days of the date of purchase.

• Each subsequent annual charge is also eligible for a full refund if requested within 60 days of being charged.

• The purchase of a Norton Ultimate Help Desk 1-device or a Privacy Monitor Assistant annual subscription is eligible for a full refund, if requested within 60 days of the date of purchase, or in the case of a subsequent annual charge, within 60 days of being charged, provided that in either case services have not yet been redeemed.

Monthly subscriptions (month to month renewals):

• The purchase of a monthly subscription is eligible for a full refund if requested within 14 days of the date of purchase.

• Subsequent monthly charges are not eligible for a refund.

• •    The purchase of a Norton Ultimate Help Desk 3-devices or a Privacy Monitor Assistant monthly subscription is eligible for a full refund, if requested within 14 days of the date of purchase, or in the case of subsequent monthly charges, within 14 days of being charged, provided that in either case services have not yet been redeemed.

Add-on subscriptions (linked to a main subscription):

• Main subscription contract cancellation:

  • This will cancel your main subscription contract and all add-on subscriptions linked to it. The same refund rights described above apply to your main subscription contract and all linked add-on subscriptions.

• Add-on subscription contract cancellation:

  • Only the add-on subscription you wish to cancel will be cancelled. The same refund rights described above apply, but only to the add-on subscription contract you are canceling and requesting a refund for.

Trial subscriptions (when a payment method is required to start a trial):

• Trial for annual subscriptions:

  • If you do not cancel your trial, the first annual charge following the end of your trial, and then each subsequent annual charge, are eligible for a full refund, if requested within 60 days of being charged.

• Trial for monthly subscriptions:

  • If you do not cancel your trial, the first monthly charge following the end of your trial is eligible for a full refund if requested within 14 days of being charged.

  • Subsequent monthly charges are not eligible for a refund.

How to cancel your subscription contract and request a refund?
Contact us to submit a request. Requests are typically processed within a few days.  Refunds will be issued using the payment method used for the charge being refunded, unless otherwise mutually agreed. If you are a customer in France, you may also submit your request here.

You may cancel your subscription contract and request a refund under the terms below. Upon cancellation, you must uninstall and delete all copies of the software from your device(s).

Annual subscriptions (one-year term or more):

• Under our 60-day Money Back Guarantee, the purchase of an annual subscription is eligible for a full refund if requested within 60 days of the date of purchase.

• Each subsequent annual charge is eligible for either:

  • A full refund under our 60-day Money Back Guarantee, if requested within 60 days of being charged.

    OR

  • After the expiration of the 60-day Money Back Guarantee, a pro-rated refund for the full months remaining in your subscription period, beginning with the month following your refund request.

• The purchase of a Norton Ultimate Help Desk 1-device annual subscription is eligible for a full refund, if requested within 60 days of the date of purchase, or in the case of a subsequent annual charge, within 60 days of being charged, provided that in either case services have not yet been redeemed.

Monthly subscriptions (month to month renewals):

• The purchase of a monthly subscription is eligible for a full refund if requested within 14 days of the date of purchase.
• Subsequent monthly charges are not eligible for a refund.
• The purchase of a Norton Ultimate Help Desk 3-devices is eligible for a full refund, if requested within 14 days of the date of purchase, or in the case of subsequent monthly charges, within 14 days of being charged, provided that in either case services have not yet been redeemed.

Add-on subscriptions (linked to a main subscription):

• Main subscription contract cancellation:

  • This will cancel your main subscription contract and all add-on subscriptions linked to it. The same refund rights described above apply to your main subscription contract and all linked add-on subscriptions.

• Add-on subscription contract cancellation:

  • Only the add-on subscription you wish to cancel will be cancelled. The same refund rights described above apply, but only to the add-on subscription contract you are canceling and requesting a refund for.

Trial subscriptions (when a payment method is required to start a trial):

• Trial for annual subscriptions:

• • If you do not cancel your trial, the first annual charge following the end of your trial, and then each subsequent annual charge, are eligible for either:

    • A full refund under our 60 day Money Back Guarantee, if requested within 60-days of being charged.

      OR

    • After the expiration of the 60-day Money Back Guarantee, a pro-rated refund for the full months remaining in your subscription period, beginning with the month following your refund request.

• Trial for monthly subscriptions:

  • If you do not cancel your trial, the first monthly charge following the end of your trial is eligible for a full refund if requested within 14 days of being charged.
  • Subsequent monthly charges are not eligible for a refund.

How to cancel your subscription contract and request a refund?
To cancel your subscription contract and request a refund, select your country below:

• United Kingdom: submit a request using one of the available options here.
• Germany: submit a request through either of the available channels here or here.
• Netherlands: submit a request here.

Requests are typically processed within a few days. Refunds will be issued using the payment method used for the charge being refunded, unless otherwise mutually agreed.

You may cancel your subscription contract and request a refund under the terms below. Upon cancellation, you must uninstall and delete all copies of the software from your device(s).

Annual subscriptions (one-year term or more):

• The purchase of an annual subscription is eligible for either:
  • A full refund under our 60-day Money Back Guarantee, if requested within 60 days of the date of purchase.
    OR 
  • After the expiration of the 60-day Money Back Guarantee, a pro-rated refund for the remaining days in your subscription period.
• Each subsequent annual charge is eligible for either:
  
  • A full refund under our 60-day Money Back Guarantee, if requested within 60 days of the date of being charged.
    OR
  • After the expiration of the 60-day Money Back Guarantee, a pro-rated refund for the remaining days in your subscription period.
• The purchase of a Norton Ultimate Help Desk 1-device annual subscription is eligible for a full refund, if requested within 60 days of the date of purchase, or in the case of a subsequent annual charge, within 60 days of being charged, provided that in either case services have not yet been redeemed.

Monthly subscriptions (month to month renewals):

• The purchase of a monthly subscription is eligible for either: 
  •  A full refund, if requested within 14-days of the date of purchase.
    OR
  • After the expiration of the 14-day Money Back Guarantee, a pro-rated refund for the remaining days in your subscription period.
• Each subsequent monthly charge is eligible for a pro-rated refund of the remaining days in your subscription period.
• The purchase of a Norton Ultimate Help Desk 3-devices or a Privacy Monitor Assistant monthly subscription is eligible for a full refund, if requested within 14 days of the date of purchase, or in the case of subsequent monthly charges, within 14 days of being charged, provided that in either case services have not yet been redeemed.

Add-on subscriptions (linked to a main subscription):

• Main subscription contract cancellation:
  • This will cancel your main subscription contract and all add-on subscriptions linked to it. The same refund rights described above apply to your main subscription contract and all linked add-on subscriptions.
• Add-on subscription contract cancellation:
  • Only the add-on subscription you wish to cancel will be cancelled. The same refund rights described above apply, but only to the add-on subscription contract you are canceling and requesting a refund for.

Trial subscriptions (when a payment method is required to start a trial):

• Trial for annual subscriptions:
  • If you do not cancel your trial, the first annual charge following the end of your trial, and then each subsequent annual charge, are eligible for either:
    
    • A full refund under our 60-day Money Back Guarantee, if requested within 60-days of being charged.
      OR
    • After the expiration of the 60-day Money Back Guarantee, a pro-rated refund for the remaining days in your subscription period.
• Trial for monthly subscriptions:
  • If you do not cancel your trial, the first monthly charge following the end of your trial is eligible for either:
    
    • A full refund under our 14-day Money Back Guarantee, if requested within 14-days of being charged.
      OR
    • After the expiration of the 14-day Money Back Guarantee, a pro-rated refund of the remaining days in your subscription period.
  • Each subsequent monthly charge is eligible for a pro-rated refund of the remaining days in your subscription period.

How to cancel your subscription contract and request a refund?
Contact us to submit a request. Requests are typically processed within a few days. Refunds will be issued using the payment method used for the charge being refunded, unless otherwise mutually agreed.
 

If you purchased directly from Norton and you are a consumer in a European Union Member State, Norway, Iceland, Liechtenstein or the UK, you have a statutory right to withdraw from your contract within 14 calendar days, without giving any reason. The withdrawal period starts from the day your contract with Norton is concluded.

This statutory right is separate from the money-back guarantee and other refund options described elsewhere in this policy. If you are not entitled to a refund under your statutory withdrawal right, you may still qualify for a refund under those other options.

For full details, including eligibility, exceptions, refund timelines, and available withdrawal methods, see How to exercise your Right of Withdrawal.

Virus Protection Promise is a virus removal service provided by Norton experts for customers with an automatically renewing device security subscription with antivirus. If our experts are unable to remove the virus from your device, you may be eligible for a refund even if no other refund right applies. Eligibility requirements, limitations, and terms apply. For complete details, see Norton Virus Protection Promise Terms & Conditions here.
What is Norton Virus Protection Promise?

• The following purchases are not eligible for a refund under our policy:

  • Not For Resale (NFR) and complimentary software, products, or services;

  • Certain of our offerings sold together with third-party offerings (for example, when a third party sells our subscription with a computer);

  • Certain purchases that are completed, fulfilled, renewed or billed by a third party (such as an app store, service provider, reseller, retailer, or vendor);

  • Repeat purchases that were previously refunded; and

  • Norton Services that have already been redeemed or set up.

When submitting a refund request, you must be able to provide one of the following:
•    Order number
•    Product serial number
•    Product key
As part of processing your refund request, our support team will also verify and authenticate your account.