Information about compliance with export control regulations regarding your existing product and service

In order to comply with export control regulations, we are suspending all new sales of Norton products and services in Russia and Belarus. Here are answers to some of the common questions on this regulation.

1. Why did Norton decide to pause new sales in Russia and Belarus?

   All new sales of Norton products and services in Russia and Belarus were suspended in order to comply with export control regulations.

2. Why did Norton disable Autorenewal state for existing customers? I have an active product.

   In order to comply with export control regulations and extensive limitations on payment, your subscription has been extended for the next 90 days at no additional cost to you.

3. As an existing customer, Can I reinstall the product when my product is not working (e.g., technical error)?

   No. Under the current export control regulations, reinstalling the product would be considered a “software update,” which we are not permitted to provide to our existing customers in Russia and Belarus at this time.

4. As an existing customer, what are my options if my computer is infected?

   The Norton product and protection definitions installed on your computer will continue to function as-is with the version that was downloaded. However, new security definitions or updates will not be delivered to you because they are “software updates,” which are not permitted under current export control regulations. We will also be unable to support you if your device is compromised due to any virus or malware.

5. As an existing customer, Can I use all the features that I am entitled to?

   Yes. Existing customers will continue to have access to their products.

6. I previously purchased a product and did not activate it. Can I activate it?

   No. Activations of previously purchased products are not permitted at this time.

7. As an existing customer, Can I have a refund as I am not happy with the product or the experience as it is?

   In order to process a refund, we will need to screen you against the applicable sanctions lists and also determine a valid refund method. Given extensive limitations on payments in Russia and Belarus, we may not be able to effectively provide you with a refund at this time.