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Cancellation & Refund Policy

This is the first time the full text of Norton's Cancellation & Refund Policy was captured, so the diff shows the whole document as "added." There is no earlier text to compare it to, which means no actual change in your rights can be identified here. Nothing in this update takes anything away from you; the document lays out Norton's existing refund windows (60 days for annual plans, 14 days for monthly), how to turn off auto-renewal, and special rules for Germany, the Netherlands, the UK, and Quebec.

Cosmetic change: formatting, typos, or contact details.

20260811_rev01COLOUR MARKS THE SEVERITY OF A FLAGGED CLAUSE · + AND − MARK ADDED AND REMOVED
1Applicable for: Android,Mac,Windows,iOS
2
3You 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.
4
5Your 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.
6
7Our policy is independent of any statutory rights that you may have under the law.
8
9### Stop your subscription from automatically renewing
10
11**How to stop your subscription from automatically renewing and your renewal charges?**
12Before the day you are due to be charged, all you need to do is to:
13
14- [Contact us](https://support.norton.com/) or
15
16- Sign in to your [account](https://my.norton.com/) and then:
17
18 1. Click on **My Account**.
19 2. Select **My Subscriptions** from the dropdown.
20 3. Click **Cancel Subscription Renewal** or **Manage Renewal** located below the subscription you want to cancel the renewal for.
21 4. Next to **Plan Renewal**, click **Unsubscribe**.
22 5. Select a reason according to your scenario and click **Next**.
23 6. You are provided various options and offers to continue with your subscription.
24 If you still want to go ahead and cancel, click **No thanks, cancel my subscription**, and then click **Next**.
25 7. The confirmation message is displayed. Please allow up to 24 hours for this change to appear in your account.
26
27After the subscription is canceled, a confirmation email will be sent to the email address associated with your Norton account. Please allow 24 to 48 hours for the email to arrive.
28
29**For Japan:**
30
31If 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.
32
33If your order number starts with SY, visit [here](https://www.nortonstore.jp/orderstatus/) to turn off Auto Renewal. You will need your "original order number" and the email address that was used when you ordered.
34\*Your original order number is in the email that we sent at the point of the first purchase completion.
35
36It typically takes a few hours from your request for the change to take effect.
37
38**Effects of stopping your subscription from automatically renewing:**
39
40- Your subscription will continue through the end of your already paid subscription term, after which it will end and not automatically renew.
41
42- Any benefits associated with automatically renewing subscriptions may end when you stop your subscription from automatically renewing.
43
44**Add-on subscriptions:**
45
46- 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.
47
48- 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.
49
50### Cancel your subscription contract and request a refund
51
52You 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).
+ ADDEDBaseline: you must uninstall the software after cancelling

For reference, when you cancel and ask for a refund, you are required to remove the software from all your devices.

53**Annual subscriptions** (one-year term or more):
54
55- 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.
+ ADDEDBaseline: 60-day money-back guarantee on annual plans

For reference, the captured policy gives a full refund on yearly plans (including each yearly renewal) if you ask within 60 days of being charged.

56
57- Each annual renewal is also eligible for a full refund, if requested within 60-days of being charged.
58
59- 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.
60
61**Monthly subscriptions** (month to month renewals):
62
63- The purchase of a monthly subscription is eligible for a full refund, if requested within 14-days of the date of purchase.
64
65- Subsequent monthly renewals are not eligible for a refund.
+ ADDEDBaseline: monthly renewals are not refundable in most regions

For reference, monthly plans only get a refund within 14 days of the first purchase. After that, each monthly renewal charge is non-refundable unless you are in Quebec, where pro-rated refunds apply. This was already the policy, not a new restriction.

66
67- 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.
68
69**Add-on subscriptions** (linked to a main subscription):
70
71- Main subscription contract cancellation:
72
73 - 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.
74
75- Add-on subscription contract cancellation:
76
77 - 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.
78
79**Trial subscriptions** (when a payment method is required to start a free trial):
80
81- Trial for annual subscriptions:
82
83 - 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.
84
85- Trial for monthly subscriptions:
86
87 - 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.
88
89 - Subsequent monthly renewal fees are not eligible for a refund.
90
91**How to cancel your subscription contract and request a refund?**
92[Contact us](https://www.norton.com/sp/en/us/home/current/contact) to submit a request. 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.
93
94### Cancel your subscription contract and request a refund - Germany, Netherlands & the UK only
95
96You 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).
97**Annual subscriptions** (one-year term or more):
98
99- 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.
100
101- Each annual renewal is eligible for either:
102
103 - A full refund under our 60-day Money Back Guarantee, if requested within 60 days of being charged.
104
105 OR
106
107 - 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.
108
109- 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.
110
111**Add-on subscriptions** (linked to a main subscription):
112
113- Main subscription contract cancellation:
114
115 - 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.
116
117- Add-on subscription contract cancellation:
118
119 - 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.
120
121**Trial subscriptions** (when a payment method is required to start a free trial):
122
123- 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:
124
125 - A full refund under our 60-day Money Back Guarantee, if requested within 60-days of being charged.
126
127 OR
128
129 - 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.
130
131**How to cancel your subscription contract and request a refund?**
132[Contact us](https://www.norton.com/sp/en/us/home/current/contact) to submit a request. 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.
133
134### Cancel your subscription contract and request a refund - Quebec
135
136You 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).
137
138**Annual subscriptions** (one-year term or more):
139
140- The purchase of an annual subscription is eligible for either:
141 - A full refund under our 60-day Money Back Guarantee, if requested within 60-days of the date of purchase.
142 OR
143 - After the expiration of the 60-day Money Back Guarantee, a pro-rated refund of the days left in your current subscription term.
144- Each annual renewal is eligible for either:
145 - A full refund under our 60-day Money Back Guarantee, if requested within 60-days of the date of being charged.
146 OR
147 - After the expiration of the 60-day Money Back Guarantee, a pro-rated refund of the days left in your renewed subscription term.
148- 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.
149
150**Monthly subscriptions** (month to month renewals):
151
152- The purchase of a monthly subscription is eligible for either:
153 - A full refund, if requested within 14-days of the date of purchase.
154 OR
155 - After the expiration of the 14-day Money Back Guarantee, a pro-rated refund of the days left in your current subscription term.
156- Each monthly renewal is eligible for a pro-rated refund of the days left in your renewed subscription term.
157- 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.
158
159**Add-on subscriptions** (linked to a main subscription):
160
161- Main subscription contract cancellation:
162 - 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.
163- Add-on subscription contract cancellation:
164 - 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.
165
166**Trial subscriptions** (when a payment method is required to start a free trial):
167
168- Trial for annual subscriptions:
169 - 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:
170 - A full refund under our 60-day Money Back Guarantee, if requested within 60-days of being charged.
171 OR
172 - After the expiration of the 60-day Money Back Guarantee, a pro-rated refund of the days left in your renewed subscription term.
173- Trial for monthly subscriptions:
174 - If you do not cancel your trial, the subscription fee for your first month following the end of your trial is eligible for either:
175 - A full refund under our 14-day Money Back Guarantee, if requested within 14-days of being charged.
176 OR
177 - After the expiration of the 14-day Money Back Guarantee, a pro-rated refund of the days left in your subscription term.
178 - Each subsequent monthly renewal fee is eligible for a pro-rated refund of the days left in your subscription term.
179
180**How to cancel your subscription contract and request a refund?**
181[Contact us](https://www.norton.com/sp/en/us/home/current/contact) to submit a request. 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.
182
183### Right of Withdrawal - European Economic Area countries, Switzerland & the UK only
184
185- 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."
186
187- For more information, please visit [How to exercise your Right of Withdrawal](http://www.norton.com/row).
188
189### Norton Virus Protection Promise
190
191Virus Protection Promise is a virus removal service provided by Norton experts.
192If 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:
193
194- You must have an automatically renewing device security subscription with antivirus for the virus removal service.
195- If we are unable to remove the virus, your refund will be based on the actual price paid for the current term of your Norton subscription. 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.
196- Virus Protection Promise only covers Windows PCs, Mac, Android and/or iOS devices, and does not extend to IoT (Internet of Things) devices.
197- Proof of purchase may be required if the subscription is purchased from a third-party.
198- We are not responsible for, and the refund DOES NOT apply to any damage(s) incurred as a result of viruses.
199- 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.
200
201[License and Services Agreement](https://www.gendigital.com/legal/license-services-agreement)
202[What is Norton Virus Protection Promise?](https://www.norton.com/sp/en/us/home/current/solutions/v62458994)
203
204### Exceptions to our Cancellation and Refund Policy
205
206- The following purchases are not eligible for a refund under our policy:
207
208 - Not For Resale (NFR) and complimentary software;
209
210 - Certain of our offerings sold with other third-party offerings (e.g. when a third-party sells our subscription together with a computer);
211
212 - Certain purchases completed and fulfilled, and also renewed, by a third party (e.g. app store, service provider, reseller, retailer, vendor, etc.);
213
214 - Repeat purchases that were previously refunded and,
215
216 - Norton Services already redeemed or where setup has been performed.
217
218### Information required to request a refund
219
220When submitting a refund request, you must be able to provide one of the following:
221• Order number
222• Product serial number
223• Product key
224As part of processing your refund request, our support team will also verify and authenticate your account.
225
226Visit [Member Services and Support](https://www.norton.com/sp/en/us/home/current/contact) for help with your subscription and orders.
227
228**DocID:** kb20100113164023EN
229**Last modified:** 05/12/2026
+ ADDEDFull policy captured for the first time (no prior text to compare)

The earlier snapshot had no readable text, so every line shows up as new. This is a baseline capture, not a rewrite of the policy. The document itself says it was last modified on 05/12/2026, which is before both snapshot dates.