1. Digital Product Refunds
Carbonite offers refunds for digital products under the following conditions:
- Refund requests must be made within 30 days of purchase
- The product must not have been downloaded or activated
- Refunds will be issued to the original payment method
- Processing time for refunds is 5-10 business days
2. Subscription Cancellations
You may cancel your Carbonite subscription at any time:
- Monthly subscriptions can be canceled before the next billing cycle
- Annual subscriptions canceled within 60 days receive a prorated refund
- No refunds for partial months of service
- Cancellation takes effect at the end of your current billing period
3. Money-Back Guarantee
Carbonite offers a 30-day money-back guarantee for new customers:
- Applies to first-time purchases only
- Full refund available if canceled within 30 days
- Does not apply to renewal purchases
- Some exclusions may apply for enterprise plans
4. How to Request a Refund
To request a refund or cancel your subscription:
- Log in to your Carbonite account
- Navigate to the Billing section
- Select "Request Refund" or "Cancel Subscription"
- Follow the on-screen instructions
- You will receive confirmation via email
5. Exceptions
The following situations are not eligible for refunds:
- Products purchased more than 30 days ago
- Services that have been substantially used
- Bundled products where partial refunds aren't possible
- Products purchased through third-party resellers
6. Refund Processing
Approved refunds are processed as follows:
- Credit card refunds: 5-7 business days
- PayPal refunds: 3-5 business days
- Bank transfers: 7-10 business days
- You will receive email confirmation when processed
7. Contact Information
For questions about our return policy:
- Email: refunds@carbonite.com
- Phone: # (Option 3 for billing)
- Live Chat: Available through your account dashboard
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