Norton™ Shopping Guarantee - Benefits Terms and Conditions

Table of Contents
What does the Norton Shopping Guarantee Seal mean?
What is a Shopping Guarantee?
Important Information
What is a validity period?
How do I activate my benefits?
Identity Theft Recovery Assistance

Satisfaction Guarantee
How to Use the Service
Satisfaction Guarantee Terms
Price Protection Guarantee
How to Use the Service
Claim
Service Conditions and Limitations
Data Collection and Privacy

What does the Norton Shopping Guarantee Seal mean?
The Norton Shopping Guarantee is only available to merchants who have been deemed reliable after careful review. Wherever you see the Norton Shopping Guarantee seal, you can shop with confidence and your eligible purchase will be protected by the guarantees of the Norton Shopping Guarantee service offered by that merchant.

Refer to the merchant’s Web site and click on the Norton Shopping Guarantee Seal or check your Certificate of Guarantee email confirmation to verify which guarantees are offered by that merchant.

What is a Shopping Guarantee?
When you complete an eligible purchase from a Norton Shopping Guarantee merchant, you receive, at no cost to you, a 30-day Norton Shopping Guarantee that may include the following benefits:

Identity Theft Recovery Assistance. Provides help in the event of identity theft for up to 30 days after a sale, to help allay concerns about the security of your personal information. Up to total of $10,000 worth of specialist services. Some restrictions apply.

Satisfaction Guarantee. A 30 day guarantee of up to $1,000 of the purchase price, that you will receive the products/services you ordered on their site, in accordance with their terms of sale. Some restrictions apply...

Price Protection Guarantee.If within 30 days of the date of your eligible purchase you see the exact same product advertised on the same merchant Web site at a lower published retail price, you may claim your refund for the difference up to $100. Some restrictions apply...

Important Information

Some benefits may not be offered to you by all stores. Refer to the merchant’s Web site and click on the Norton Shopping Guarantee seal, refer to your transaction confirmation from the merchant, or check the Certificate of Guarantee email you receive subsequent to your purchase to verify benefits details and availability.

To receive the applicable benefits, your Norton Shopping Guarantee must be current and valid. When making a benefit claim, you and/or the merchant may be required to provide more information in order to authenticate your Guarantee. All benefit claims must be made within 30 days of the date of the eligible purchase in order to use the benefits, even if all of the terms of sale are not yet fulfilled. Once a valid claim is made, coverage applies until the claim is resolved.

There is no additional cost for these benefits. This is not a subscription service; and you will not be billed for this, and there is nothing for you to cancel. The benefits expire 30 days from the date of eligible purchase. Expiration will not affect any claims already in process.

For the avoidance of doubt, the services offered by Norton Shopping Guarantee are not:

  • A product warranty or extended warranty - You should contact the merchant directly or follow warranty instructions provided by the product manufacturer if the product is defective; Norton Shopping Guarantee’s protection does not affect, enhance or extend the merchant’s or manufacturer’s warranty;
  • A special return policy - You must follow the merchant’s return policy;
  • Any form of insurance - You are responsible if Your item is lost, stolen, or damaged after receipt;
  • A guarantee of product availability, shipping date, or speed - if a merchant is unable to ship your item, your recourse under Norton Shopping Guarantee is limited to a complete refund. Any further statutory rights you may have against the merchant, e.g. for damages, remain unaffected and are not covered by Norton Shopping Guarantee.
  • A product endorsement - Norton Shopping Guarantee does not certify or evaluate or endorse the quality, safety, performance, appropriateness, or legality of products sold by merchants registered with Norton Shopping Guarantee. Norton Shopping Guarantee is not responsible for the truth or accuracy of the description of such products, and does not provide or endorse any advice, opinion, offer, proposal, statement, data or other information displayed or distributed, purchased or paid through the merchant’s website(s). All claim determinations are final. Symantec reserve the right to determine all Norton Shopping Guarantee claims in its sole good faith discretion.

NSG’s protection is not a product of warranty or endorsement, nor is it a type of insurance.

What is a validity period?

Your Norton Shopping Guarantee validity period begins on the date you make your eligible purchase and lasts for 30 days. For example, if you make your eligible purchase on January 1, then your validity period continues until, and ends on, January 30.

How do I activate my benefits?

Go to Norton Shopping Guarantee Buyer Service Center to create an account and register your unique Norton Shopping Guarantee number within the 30 day validity period. The number is displayed on the order confirmation page of the merchant Web site from which you made your eligible purchase. The number is also included in the Certificate of Guarantee email sent to you. After you create your account and register your valid number, you may report a problem or claim any of the Norton Shopping Guarantee benefits available from the merchant. We reserve the right to require more information from you and/or the merchant to authenticate and process your claim.

The following terms apply to the Norton Shopping Guarantee benefits:

Identity Theft Recovery Assistance

What is Identity Theft?

Identity theft is the theft or compromise of personal information, such as name, credit card number, bank account number, or other method of identification that is used by someone to perform illegal activity using your identity. The most common illegal activities based on identity theft are: redirecting or opening a bank or credit card account, making unauthorized purchases, setting up services, securing loans, entering into a contract, or committing a crime.

The Identity Theft Recovery Assistance provides you with benefits that you may need to protect and/or restore your identity and good name after an unauthorized event. The Identity Theft Recovery Assistance benefit is not applicable for activities such as email spam, mailing address spam, or misuse of your personal information online (such as misrepresentation of your name, likeness, profile, or other information).

How to Use the Service:

At any time during the validity period of a Norton Shopping Guarantee, you can register or log in to the Norton Shopping Guarantee Buyer Service Center to utilize the Service. To use the service:

  • You must be the buyer of record of a valid Norton Shopping Guarantee issued within the immediately preceding 30 days.
  • Identity Theft Recovery Assistance service, resources and contact information are available from the Norton Shopping Guarantee Buyer Service Center. Simply follow the instructions to access our Identity Theft Recovery Assistance Resources Center.

Identity Theft Recovery Assistance Terms:

If within 30 days of your eligible purchase, you believe that your personal information has been compromised, you may submit a claim for your Identity Theft Recovery Assistance benefits. Regardless of the number of eligible purchases, you may only claim Identity Theft Protection benefits once in any 30 calendar day period.

IMPORTANT: If you suspect your identity or personal information has been compromised, you must first report it immediately to your local law enforcement agency and/or other applicable agencies, as required by local law and all potentially affected financial organizations.

  • You must provide suitable documentation showing that you have already notified your local law enforcement agency and/or other applicable agencies, as required by local law, and that the agency has officially recorded your complaint.
  • We reserve the right to request any information, document and/or official records from you, local law enforcement agencies and/or other applicable agencies, as required by local law or financial institutions to verify that your identity has been compromised and that the services requested are applicable

Norton Shopping Guarantee Identity Theft Recovery Assistance Benefits

The Identity Theft Recovery Assistance Service provides access to resources and assistance from dedicated ID Theft Specialists who will help you hire experts, lawyers, investigators, consultants, and other professional services, to guide you through the identity recovery process. In order for Norton Shopping Guarantee to provide this service, professional identity restoration services must be commercially available, and comply with laws and regulations. Otherwise, this benefit is not available to you.

IDENTITY THEFT RECOVERY ASSISTANCE SERVICES

The Norton Shopping Guarantee provides access to the following resources and services to protect and restore your identity after an unauthorized event.

  • Comprehensive educative measures to reduce future events.
  • Dedicated identity protection assistance to answer your questions and concerns if you suspect your identity has been compromised or misused.
  • Personalized assistance to walk you through the various steps needed to contact the necessary government, financial, and non-financial organizations to confirm if your identity has been compromised and, if appropriate, help you limit the consequences of identity misuse.

RESTORATION / RECOVERY SERVICES

Restoration, recovery or remediation services are handled by professionals that help you throughout the identity recovery process and provide legal, administrative and support services. This may include:

  • Investigators, case managers and other third-party business providers that help you restore your name and identity, recover your financial losses due to a stolen identity event, act on your behalf with creditors and financial institutions, and help prepare needed documents on your behalf.
  • Lawyers and other third party legal professionals, to represent you or your legal representative in case of a stolen identity, including the defense of a suit brought against you, the removal of any civil judgment wrongfully entered against you, legal assistance at an audit or hearing conducted by a governmental agency, legal assistance in challenging the accuracy of your consumer credit report, and the defense of any criminal charges brought against you arising from the actions of a third party using your personal identity.

Identity Theft Recovery Assistance Service Conditions and Limitations

  • We reserve the right to request any information, document and official records from you, local law enforcement agencies or financial institutions to determine if a professional identity restoration service is commercially available in your country of residence.
  • You must provide all assistance and cooperation required in the investigation, determination and remediation services provided to you. Failure to provide assistance will result in forfeiture of your rights to use the service.
  • Service will not be provided, or will stop, if we discover that you willingly participated in, or directed dishonest, criminal, malicious or fraudulent acts in relation with your claim.
  • The total value of the service provided has a lifetime limit of $10,000. We reserve the right to bill hours against the lifetime total value limit.
  • We reserve the right to refuse service requests we deem inappropriate or excessive in order to restore your identity.
  • We reserve the right to select any identity restoration service providers of our choosing.
  • The Identity Theft Recovery Assistance services are limited to identity restoration and remediation services, and excludes any other services you may require resulting from a stolen identity event.
  • The Identity Theft Recovery Assistance services provided by Norton Shopping Guarantee are not intended to be insurance and cannot replace any insurance you may be eligible to purchase for identity theft protection and restoration services. Any financial reimbursement provided are not intended to be indemnity payments for losses incurred by you in connection with your stolen identity.

Limitations on Liability:
1) NOTHING IN THESE TERMS SHALL EXCLUDE OR LIMIT NORTON SHOPPING GUARANTEE’S LIABILITY: (A) FOR DEATH OR PERSONAL INJURY RESULTING FROM NORTON SHOPPING GUARANTEE’S NEGLIGENCE OR THAT OF ITS SERVANTS, AGENTS OR EMPLOYEES; (B) FOR FRAUD OR FRAUDULENT MISREPRESENTATION; OR (C) FOR ANYTHING ELSE TO THE EXTENT THAT SUCH LIABILITY MAY NOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW. (2) SUBJECT TO PART (1) ABOVE AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW: (A) NO NORTON SHOPPING GUARANTEE PARTY SHALL BE RESPONSIBLE OR LIABLE TO YOU OR ANY THIRD PARTY FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES OR LOSSES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES WHICH MAY BE INCURRED IN CONNECTION WITH ANY NORTON SHOPPING GUARANTEE PARTY OR THE PROGRAM, OR ANY GOODS, SERVICES, OR INFORMATION PURCHASED, RECEIVED, SOLD, OR PAID FOR IN CONNECTION WITH THE PROGRAM, REGARDLESS OF THE TYPE OF CLAIM OR THE NATURE OF THE CAUSE OF ACTION, EVEN IF THE NORTON SHOPPING GUARANTEE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE OR LOSS; AND (B) THE NORTON SHOPPING GUARANTEE PARTIES’ TOTAL CUMULATIVE LIABILITY ARISING FROM OR RELATING TO THIS AGREEMENT SHALL NOT EXCEED ONE THOUSAND CANADIAN DOLLARS ($1,000) IN THE AGGREGATE. In addition to and without limiting any of the foregoing, no Norton Shopping Guarantee Party will have any liability for any failure or delay resulting from any condition beyond the reasonable control of such party, including but not limited to governmental action or acts of terrorism, earthquake, fire, flood or other acts of God, labour conditions, power failures and Internet disturbances.

Satisfaction Guarantee

The Satisfaction Guarantee allows you to make a claim if the merchant has not performed according to its express terms of sale. If a resolution is not obtained from the merchant after going through the steps of the Norton Shopping Guarantee Dispute Resolution Process, then our Claims Specialists will make a determination as to whether the express terms of sale were performed. The Claims Specialist has full discretion in resolving the claim. If the claim is resolved in your (the buyer's) favor, we will reimburse you for the amount of the purchase price, not to exceed $1,000.

How to Use the Service:

At any time during the validity period of a Norton Shopping Guarantee, you can register or log in to the Norton Shopping Guarantee Buyer Service Center to utilize the Service. To use the service:

  • You must be the buyer of record of a valid Norton Shopping Guarantee issued within the immediately preceding 30 days.
  • Select “Report a Problem Transaction” in the Buyer Service Center.

Satisfaction Guarantee Terms:

  • The express terms of sale, as stated on the merchant's Web site, are guaranteed for the full value of your eligible purchase (excluding shipping & handling and taxes) and up to a maximum of $1,000.
  • The compensation is limited to the full amount the Buyer paid the merchant for the items
  • You must submit a complete Report a Problem Transaction form within the 30-day validity period. All reported problems must be made in English.
  • Your acceptance of the item(s) purchased terminates the Satisfaction Guarantee, unless the defect was not discoverable or known at the time of acceptance, but in no circumstances will a claim be accepted after the 30-day validity period.
  • In lieu of a refund from the merchant, Norton Shopping Guarantee, at its sole discretion, will assist a chargeback to the buyer’s payment provider.
  • You have no rights under this Satisfaction Guarantee if:
    • The express terms of sale were performed by the merchant;
    • The merchant refunds to you an amount equal to or greater than the amount of the Satisfaction Guarantee;
    • You have not met your obligations under the terms of the transaction, including making full payment; or
    • Your purchase of the item violates any applicable governing laws and regulations.
  • The Satisfaction Guarantee will not cover, under any circumstances, any damages related to any of the following:
    • Damages in excess of the purchase price;
    • Shipping & handling
    • Taxes;
    • Express, implied or statutory product warranties or product guarantees of any kind, including but not limited to implied warranties of merchantability, and fitness for a particular purpose;
    • Special, incidental or consequential damages including punitive damages; nor
    • Diminution in value of the item.

Any litigation related to the administration of the Satisfaction Guarantee must be commenced within 1 year from the purchase date, except where the applicable period of limitation required by law is longer, then such period shall be the shortest allowable by law.

Price Protection Guarantee

The Price Protection Guarantee allows you to make a claim if you see the exact same product advertised on the same merchant's Web site at a lower published retail price within the 30-day validity period. If the claim is confirmed in your (the buyer’s) favor, we will refund you the difference up to $100.

How to Use the Service:

At any time during the validity period of a Norton Shopping Guarantee, you can register or log in to the Norton Shopping Guarantee Buyer Service Center to utilize the Service. To use the service:

  • You must be the buyer of record of a valid Norton Shopping Guarantee certificate or number issued within the immediately preceding 30 days.
  • Select “Guaranteed Transactions” in the Buyer Service Center.
  • To start the claim process for a particular transaction, click the “Price Claim” link for that transaction.

Price Protection Guarantee Terms:

Claim

You will be required to provide the following information:

  • Proof of guarantee: Your Shopping Guarantee number and your email address used during the eligible transaction. The Shopping Guarantee number is provided to you on the order confirmation page from your merchant or the Certificate of Guarantee email.
  • Details about the transaction: Web site where the eligible purchase was made, date of purchase, amount paid, description of the item and SKU (if applicable). This information is typically included in the purchase confirmation email you received from the merchant.
  • Proof of lower price: We recommend that you send us a screenshot and the URL of the same item you purchased, showing the new price. We cannot accept printed materials, or email text as proof of the lower price.

All claims must be made by sending an email to PriceClaim@NortonShoppingGuarantee.com. Our staff will verify your claim within 10 business days. We reserve the right to contact you and the merchant in order to get more information. All claims must be made in English.

Service Conditions and Limitations

a. You must make a claim following the instructions above. We will review such claim for completeness and legitimacy, and, if approved, will make payment directly to you.

b. Price Protection Guarantee, when included with the Norton Shopping Guarantee you receive, is available only as follows:

  • To be eligible, the value of a claim must be greater than $5, but may not exceed $100. per transaction. The maximum amount that you can claim in any 12-month period is $200.
  • The price reduction must be on the same item, with the same item SKU (if applicable), offered for sale on the same merchant's Web site, under the same merchant terms and conditions.
  • For ticket purchases, such as sporting events, shows, concerts, etc., the price reduction must be for the same date and time, same show, same venue, and same quantity of tickets. Seats must be in the same section and in the same row or better.
  • Price Protection Guarantee does not apply to any of the following:
    • Any item to which a volume discount, a coupon, a bundling arrangement (such as two-for-one), a customer rebate, an inventory liquidation, "Liquidation Sale," "going out of business," "free offer," "Deal of the Day" promotion or other similar special promotional pricing mechanism is applied.
    • Shipping, handling, taxes, surcharges, and any other similar fees.
    • Any currency fluctuation. All claims will be reviewed in Canadian Dollar only as priced on the merchant’s Website.
    • Any partial, incomplete or cancelled orders, or any order for which a Satisfaction Guarantee claim has been submitted.
    • One-of-a kind items (including antiques, artwork, rare coins and furs).
    • Limited edition items.
    • Services and additional costs (such as installation charges, extended or supplemental warranties, or memberships).
    • Used, altered, rebuilt and refurbished items.
    • Custom-built items.
    • Land and buildings.
    • Negotiable instruments (such as promissory notes, stamps and travelers checks).
    • Items provided under a leasing arrangement.
    • Cash or cash equivalent.
    • Items that do not have a standard SKU will not be eligible for Price Protection Guarantee.

Data Collection and Privacy

During your visit to a participating merchant’s Web site, Symantec may collect information regarding your visit. During the eligible transaction, the Norton Shopping Guarantee will collect certain information, including, but not limited to: your email address, transaction amount, and date and time of the eligible transaction in order to provide the Norton Shopping Guarantee Certificate email and unique guarantee number. We may also collect non-personally identifiable information via “cookies” during your visit to a participating merchant’s Web site. We will only use your information in accordance with the Norton Shopping Guarantee Privacy Notice.

November 5, 2015