How do I get a refund for the remainder of my subscription?

[Rita S]

I need to know how to request a refund for the unused time of my subscription. I paid for three years on May 1, 2024. I want the money back for the time that I cannot use Kaspersky. I did not authorize UltraAV to be loaded onto my computer. I received no notice from Kaspersky regarding this change, either by email or in the app. We have been having trouble with Kaspersky for a few weeks but had no idea why. The chat function has been disabled, my email was not "registered", and the phone number is busy. The option should have been given to cancel service (and receive a partial refund) or to move to UltraAV. You should not be deciding that for me, and I am highly disappointed. How do I get a refund?

[WGK]

22 hours ago, Rita S said:

I need to know how to request a refund for the unused time of my subscription. I paid for three years on May 1, 2024. I want the money back for the time that I cannot use Kaspersky. I did not authorize UltraAV to be loaded onto my computer. I received no notice from Kaspersky regarding this change, either by email or in the app. We have been having trouble with Kaspersky for a few weeks but had no idea why. The chat function has been disabled, my email was not "registered", and the phone number is busy. The option should have been given to cancel service (and receive a partial refund) or to move to UltraAV. You should not be deciding that for me, and I am highly disappointed. How do I get a refund?

I also want a refund!  I don't want UltraAV.

 

[Zee-Jay]

I want to share my latest experience about getting the subscription refund. I bought Kaspersky Premium for 3 years on June 7 2024 using my US credit card. I reside in US and this is where I bought it.

I wrote and email to NEXWAY support and gave order #, License key and my email and explained that I do not want to switch to UltraAV and would like a prorated refund. This was on 10/16/2024.

On 10/17/2024 I received an email from *****@*****.tld informing me that my order was cancelled, and that the order will be refunded within the next 7 business days. Attached to email is a credit note with prorated amount to be refunded to my visa card.

And I can already see the refund on my credit card.

This is great news! 

Thank you Kaspersky for being such a great service for so many years! 

 

 

Edited October 17 by Zee-Jay

[toddd3d]

I am chiming in to say I had an active subscription to Kaspersky plus with over 2 years remaining, I have contacted Kaspersky several times to inquire about a refund for the unused time and have gotten zero response. I am a Kasperksy user for well over 10 years much like freedomfries posted, and actually recommended the product to many people. I also would not have even consider UltraAV as the product I would switch to if Kaspersky wasn't available. I understand that the situation is bigger than the product, but I am entitled to a refund. I already cancelled autorenewal on the UltraAV site and asked them to remove my personal and payment info from their database. I have had to find a new AV solution and switched to bitdefender, it would be nice if I could get my refund to offset the cost. I find the lack of response and the company making an assumption that U.S. Customers would be ok with them making a decision on our behalf offensive. 

[ediosn2014]

Does this work?

[toddd3d]

As an update to my previous post, contacted kaspersky through the chat option on their website and after a long discussion was told that because my purchase was more than 30 days old I could not be issued a refund. I pressed further in the chat and was told someone would email me within 24 hours, 24 hours later I received an email with the same standardized response, that because my purchase was more than 30 days old no refund. So I responded with this, as I have 2 years on my subscription that I paid $87.99 per year for:

Quote

Here is the thing, the US government did not put restrictions on Kaspersky within 30 days of my purchase. The U.S. put them on more recently, so unless I could see into the future I had no way of knowing that your company was going to have an issue and offer me a product of a lesser quality that I would not have chosen to buy if given the opportunity. YOU could have informed your customer base but FAILED to do so. YOU are taking my money for a product you are NOT providing. UltraAV is junk, I am sure you know that, but it gave Kaspersky a way to slither out of their responsibility to their U.S. customers. If you had replaced your product with an acceptable alternative or emailed to give existing customers the choice to opt out and receive a refund we would not be having this discussion. Instead you are giving me a standardized response and stealing my money.

If you are a US customer dealing with this, and you haven't already contacted Kaspersky, do it. To be honest it is probably a futile endeavor, but they deserve to hear about your dissatisfaction as does the rest of the user base being affected.

Edited October 23 by toddd3d

[Crawford Ewans]

Same issue here. I bought a newer version of this antivirus, but the previous license is still valid. I can no longer use it as I changed the motherboard and some other hardware. Need a good solution.

[butterdemon]

 What a disappointment...I've used Kaspersky for years, and was more than satisfied...This policy, which I had nothing to do with, affects me...

 The way you just decided that my money,which I work hard for,is being denied refund. Money for a job that wasn't completed... Fraudulent..

 You guys can suck it..

  

[Flood and Flood's wife]

On 10/25/2024 at 3:55 AM, Crawford Ewans said:

Same issue here. I bought a newer version of this antivirus, but the previous license is still valid. I can no longer use it as I changed the motherboard and some other hardware. Need a good solution.

Hello @Crawford Ewans, 

Welcome!

 All valid Kaspersky licenses will keep functioning until their original expiration date, reference: Guide on Kaspersky software availability in the United States, Subscriptions and automatic renewal

IF (you) wish you can still use Kaspersky: use a good, free VPN to get Kaspersky software & updates from a country other than the US - read Updating anti-virus databases and application modules & Kaspersky update servers & see following image, *also* - again using a VPN, download latest version from this link: https://www.kaspersky.com/downloads#update-product

Any issues or concerns please post back?

Thank you🙏
Flood🐳+🐋