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NortonLifeLock Cancellation and Refund Policy

You may change your mind, or your needs may change, and that's what our Cancellation & Refund Policy is for, although we would be sad to see you go.

Your cancellation, return, and refund eligibility may differ if you purchased from or are billed through a third party (e.g., app store, service provider, retailer, etc.). Review your offer terms for more information.

Our policy is independent of any statutory rights that you may have under the law.

Stop your subscription from automatically renewing

How to stop your subscription from automatically renewing and your renewal charges?
Before the day you are due to be charged, all you need to do is to:
  • Contact us; or

  • Sign in to your account and then:

    • Visit My Subscriptions tab;

    • Click Cancel Subscription Renewal next to the subscription you want to cancel the renewal for; and

    • Confirm your cancellation.

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 subscription term, after which it will end and not automatically renew.

  • Any benefits associated with automatically renewing subscriptions may end when you stop your subscription from automatically renewing.

Add-on subscriptions:
  • In case of add-on subscriptions linked to a main subscription, the cancellation of the renewal for your main subscription will also cancel the renewal for the added-on subscriptions.

  • However, the cancellation of the renewal for your added-on subscriptions will not cancel the renewal for your main subscription, and your renewal price will be adjusted accordingly.

Cancel your subscription contract and request a refund

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 annual renewal 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 an annual renewal, 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.

  • Monthly renewals 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 monthly renewals, 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 simultaneously. The same refund rights as above will apply to your main subscription contract and all add-on subscriptions linked to it.

  • Add-on subscription contract cancellation:

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

Trial subscriptions (when a payment method is required to start a free trial):
  • Trial for annual subscriptions:

    • If you do not cancel your trial, the subscription fee for your first year following the end of your trial and then each subsequent annual renewal fee 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 subscription fee for your first month following the end of your trial is eligible for a full refund, if requested within 14 days of being charged.

    • Subsequent monthly renewal fees are not eligible for a refund.

How to cancel your subscription contract and request a refund?
Contact us or submit a request via live chat (not available in all countries). The request will be processed in a few days, and the refund will be paid using the same payment method as the one used for the payment, except as otherwise mutually agreed.

Cancel your subscription contract and request a refund - Netherlands & the UK only

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 annual renewal 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 of the days left in your renewed subscription term, beginning the month after you request the refund.

  • 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 an annual renewal, within 60-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 simultaneously. The same refund rights as above will apply to your main subscription contract and all add-on subscriptions linked to it.

  • Add-on subscription contract cancellation:

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

Trial subscriptions (when a payment method is required to start a free trial):
  • If you do not cancel your trial, the subscription fee for your first year following the end of your trial and then each subsequent annual renewal fee 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 of the days left in your renewed subscription term, beginning the month after you request the refund.

How to cancel your subscription contract and request a refund?
Contact us or submit a request via live chat. The request will be processed in a few days, and the refund will be paid using the same payment method as the one used for the payment, except as otherwise mutually agreed.

Right of Withdrawal - European Economic Area countries, Switzerland & the UK only

  • Within the European Economic Area, Switzerland, and the UK, you may have a statutory right to withdraw from your contract for any or no reason within 14 calendar days of the day your order is confirmed. This is known as the "Withdrawal Period."

  • For more information, please visit How to exercise your Right of Withdrawal.

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 device, you will be entitled to a refund even if no other refund right applies. The following terms and conditions apply:
  1. You must have an automatically renewing device security subscription with antivirus for the virus removal service.

  2. If we are unable to remove the virus, your refund will be based on the actual price paid for the current term of your subscription. If you have a subscription from NortonLifeLock purchased with either another offering from NortonLifeLock or a third party offering, your refund will be limited to the price of only your subscription for the current term, not to exceed the total price paid. Any refund will be net of any discounts or refunds received and less any applicable taxes, except in certain states and countries where taxes are refundable.

  3. Except in Japan, if you purchased a fixed-term subscription through our retail channel and acquired Virus Protection Promise by activating the subscription renewal, you will immediately lose the benefits of Virus Protection Promise if you stop your subscription from automatically renewing within your first year.

  4. Virus Protection Promise only covers PCs, Mac, Android and/or iOS devices, and does not extend to IoT (Internet of Things) devices, such as for example, televisions, cameras, thermostats, refrigerators and baby monitors.

  5. Proof of purchase may be required if the subscription is purchased from a third-party.

  6. We are not responsible for, and the refund DOES NOT apply to any damage(s) incurred as a result of viruses.

  7. Applicable law or regulation(s) of the country in which the virus removal service will be performed may limit or alter the availability or scope of the Virus Protection Promise.

For full details and to access the Norton Virus Protection Promise Terms and Conditions for your country, please click here.

Exceptions to our Cancellation and Refund Policy

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

    • Not For Resale (NFR) and complimentary software;

    • Certain of our offerings sold with other third-party offerings (e.g. when a third-party sells our subscription together with a computer);

    • Certain purchases completed and fulfilled, and also renewed, by a third party (e.g. app store, service provider, reseller, retailer, vendor, etc.);

    • Repeat purchases that were previously refunded; and,

    • Norton Services already redeemed or where setup has been performed.

Visit Member Services and Support for help with your subscription and orders.

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DOCID: kb20100113164023EN
Operating System: Android;Mac;Windows;iOS
Last modified: 11/18/2021