NortonLive Services

Norton Virus Protection Promise

Virus Protection Promise includes a virus removal service provided by a Symantec service representative. In the unlikely event that Symantec is unable to remove the virus from your device, You may be entitled to a refund of the Norton subscription or Norton bundle (as applicable). In order to be entitled for a refund, the following terms and condition apply:
  1. You must purchase, renew, or upgrade your Norton subscription directly from Norton.com, or subscribe to the Norton Automatic Renewal Service online;
  2. Your refund will be a full refund based on the actual price paid for your current Norton subscription term. If you purchased a Norton bundle (defined as Norton subscriptions and/or Norton services), your refund will be based on the actual price paid for the term of your current Norton bundle. Or, if your bundled purchase contains a Norton subscription with a non-Norton subscription/product, your refund will be limited to the MSRP of your Norton subscription for the current term, not to exceed the total price paid for that bundle. The refund will be net of any discounts or refunds received and less any shipping, handling and any applicable taxes, except in certain states and countries where shipping, handling and taxes are refundable;
  3. If You have purchased the Norton subscription from a retailer, proof of purchase is required;
  4. You must have the purchased Norton subscription installed and activated on Your device prior to the time it being infected by viruses;
  5. Symantec is not responsible for, and the refund DOES NOT apply to any loss or damage(s) incurred as a result of viruses; and
  6. 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 avoidance of doubt, the Virus Protection Promise does not apply to devices with standalone Norton Family installed.