At Webroot Antivirus, customer satisfaction is one of our priorities. We strive to maintain a clear and convenient process for order cancellations and refund requests. This Refund and Cancellation Policy outlines the conditions, eligibility criteria, and procedures associated with products and services purchased through our website.
Order Cancellation Policy
Customers can submit an order cancellation request within 14 days from the purchase date, provided the purchased product or service has not already been activated, redeemed, completely delivered, or fulfilled.
Every cancellation request is assessed based on the current order status, the type of product purchased, and the relevant terms and conditions.
To initiate an order cancellation, customers should reach out to our customer service team using the contact details provided on our website.
Cancellation Eligibility
An order may qualify for cancellation when:
- The cancellation request is received within 14 days of the original purchase.
- The purchased software or service remains unused, unactivated, and unredeemed.
- The software license key has not been revealed, registered, or associated with a customer account.
- The order has not been completely processed or fulfilled.
- The cancellation request complies with the applicable purchasing terms.
Certain downloadable products and completed services may become ineligible for cancellation after activation or delivery, unless applicable consumer protection laws provide otherwise.
How to Cancel an Order
Customers seeking to cancel an order should contact our customer service department and provide the following details:
- Full name of the customer.
- Order reference number or transaction identification number.
- Email address associated with the purchase.
- Name of the purchased product or service.
- Reason for requesting cancellation, if the customer chooses to share it.
After receiving the request, our team will examine the order information and inform the customer about the cancellation status.
Refund Policy
Customers may submit a refund request within 15 days of purchasing a product or service, subject to the eligibility conditions described in this policy.
Each refund application will be assessed according to the purchased product or service, its fulfillment status, and whether it has been activated, redeemed, or used.
Once a refund is approved, reimbursement will generally be processed within 15 days following eligibility confirmation or receipt of returned merchandise, when applicable.
Approved refunds will normally be returned through the same payment method used to complete the original purchase.
Refund Eligibility
A refund request may be considered eligible under the following conditions:
- The request is submitted within the designated refund eligibility period.
- The purchased product remains unused, unactivated, and unredeemed.
- The software activation key has not been disclosed or connected to a customer account.
- Physical products, where applicable, are returned in their original packaging and condition.
- The purchased service has not been fully performed or completed.
- The request complies with the conditions communicated during the original purchase.
All refund applications are reviewed in accordance with applicable terms and consumer protection regulations.
Non-Refundable Products and Services
The following types of purchases may be excluded from refund eligibility:
- Antivirus software with license keys that have already been activated or redeemed.
- Downloadable digital products that have been accessed or used after the applicable cancellation rights have lawfully expired.
- Products or services created or customized according to specific customer requirements.
- Services completed with the customer’s prior agreement, where refund exclusions are legally permitted.
- Items that cannot be returned because of their condition or product characteristics.
- Promotional or discounted products where a legally valid refund exclusion was clearly communicated before purchase.
These exclusions do not override any statutory cancellation or refund rights available to customers under applicable laws.
Refund Processing Time
After a refund application has been examined and approved, the reimbursement process will generally begin within 15 days.
Refunded amounts are usually returned to the payment method used during the original transaction.
Additional processing time may be necessary depending on the customer’s bank, payment provider, or credit card issuer.
We do not impose additional refund processing charges unless such fees are permitted by applicable law and clearly disclosed beforehand.
Returning Physical Products
When a refund request concerns a physical product, customers may need to return the item with its original packaging and included materials.
Return shipping expenses are generally the customer’s responsibility unless the product is defective, incorrectly delivered, or relevant laws require a different arrangement.
We encourage customers to use shipping services that provide tracking information to help prevent delivery-related issues or lost packages.
Refunds for physical merchandise may be processed after the returned product has been received and inspected.
Damaged, Defective, or Incorrect Products
If your order includes a product that is defective, damaged, or different from what you purchased, please notify our customer service team promptly.
Share your order information and a clear explanation of the problem so our team can investigate the issue.
Depending on the circumstances and applicable consumer protection requirements, eligible customers may be offered a replacement, correction, refund, or another suitable resolution.
Changes to This Policy
Webroot Antivirus reserves the right to revise this Refund and Cancellation Policy periodically to reflect modifications to our products, business practices, operational procedures, or applicable legal requirements.
Any updated terms will be published on this page. We recommend that customers review the current policy before placing an order.
Contact Us
If you need assistance with an order cancellation, refund request, or eligibility-related question, please contact Webroot Antivirus through the official communication channels listed on our website.
Website: https://web.headaccountant.com/
Email: Please refer to the customer service email address displayed on our website.