Cancellation & Refund Policy

Before, Norton paid back the days left in your subscription. Now it only pays back the full months left, counted from the month after you ask. If you have, say, two and a half months left, you can lose that half month of value — and if less than a full month remains you may get nothing back at all.

“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.”

What you can do — If you're in Germany, the Netherlands or the UK and want out, ask for the refund near the start of a month rather than partway through, so you don't lose a partial month.

The promise used to say you "will be entitled" to a refund if Norton's experts can't remove a virus, with all conditions listed right in this policy. It now says you "may be eligible," adds that limits and requirements apply, and moves the actual conditions to a separate page. That means the rules can be changed on that page without any update to this policy, and the wording gives Norton more room to say no.

“Eligibility requirements, limitations, and terms apply. For complete details, see [Norton Virus Protection Promise Terms & Conditions here](https://www.norton.com/virus-protection-promise).”

What you can do — Read the separate Virus Protection Promise terms at norton.com/virus-protection-promise before relying on it, and save a copy of the page in case it changes.

Swiss customers were named in the right-of-withdrawal section before and are not anymore. The right is also now limited to people who bought straight from Norton, so buying through a reseller or app store leaves you out. Swiss customers still have Norton's 60-day money-back guarantee on annual plans, so this is a bounded loss rather than a total one.

“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.”

What you can do — If you're in Switzerland or bought through a reseller, rely on the 60-day (annual) or 14-day (monthly) money-back guarantee instead, and check the reseller's own refund terms.

The no-refund list now includes purchases that are simply billed by a third party, not just ones sold and delivered by one. It also grew from "complimentary software" to complimentary software, products or services. If your Norton charge shows up on a phone bill, internet provider bill or app store account, Norton can point you elsewhere for a refund.

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

What you can do — Check who actually bills you for Norton. If it's an app store or your internet or phone provider, request the refund from them and check their refund window, which is often shorter.

The old policy named every click, including the retention screen where Norton offers you deals to stay and the exact "No thanks, cancel my subscription" button. Those details are gone, replaced with "follow the on-screen instructions." The cancellation path itself hasn't been taken away, but you now have less written proof of what the screens should look like if you get stuck or steered into an offer.

“Follow the on-screen instructions to complete the cancellation.”

What you can do — Cancel well before your billing date, keep clicking through any offers to stay, and save the confirmation message and email — allow 24 hours for the account to update and up to 48 hours for the email.

That country section previously said nothing about monthly plans. It now states plainly that only the first monthly payment can be refunded within 14 days and later monthly charges cannot. This is mostly a clarification, but it closes the door on arguing for the pro-rated refund that annual plans in those countries get.

“- Subsequent monthly charges are not eligible for a refund.”

What you can do — On a monthly plan, turn off auto-renewal before your next billing date — once a monthly charge goes through, you generally can't get it back.