Return Policy | Acronis Cyber Protection

At Acronis, we stand behind the quality of our cyber protection solutions. This Return Policy outlines your rights when purchasing Acronis software subscriptions, cloud services, and related products.

🔄 30-Day Money-Back Guarantee

For most Acronis Cyber Protect subscription plans (monthly or annual), we offer a 30-day money-back guarantee from the date of initial purchase. If you are not completely satisfied with the performance, features, or compatibility of the software, you may request a full refund within the first 30 days.

      ✅ Eligibility criteria:

      • Purchased directly from Acronis official website or authorized reseller (with proof).

      • Request submitted within 30 calendar days after purchase.

      • No excessive usage beyond fair trial limits (e.g., more than 5 TB of backup traffic).

      • Subscription must not have been renewed or upgraded to a different plan before refund request.

⏱️ Cancellation & Refund Timeline

Depending on your billing cycle and product type, refund processing times may vary. Below is the detailed timeline for different Acronis services:

Product / Service	Cancellation Window	Refund Amount
Acronis Cyber Protect (Monthly)	Within 30 days of purchase	Full refund (100%)
Acronis Cyber Protect (Annual)	First 30 days after billing	Full refund, minus any usage fees
Acronis Backup Advanced	14 days from activation	Pro-rated refund after 14 days
Acronis Disaster Recovery (DRaaS)	30 days money-back guarantee	100% if no disaster recovery test consumed
Add‑on storage / Extended retention	Non‑refundable after 7 days	Partial credit only if unused

⚠️ Important Renewals and auto‑billing charges: You may cancel auto‑renewal settings at any time via your Acronis account dashboard. Refunds for renewal charges are available within 15 days of the renewal date.

📄 How to Request a Return or Refund

Follow these simple steps to initiate a return or refund request:

Step 1: Log in to your Acronis account at cloud.acronis.com or the management console.
Step 2: Navigate to Billing & Subscription → Request Refund or contact the official billing department via the support portal.
Step 3: Provide your order number, registered email, and reason for return.
Step 4: Our team will review the request within 5–7 business days. Approved refunds are issued to the original payment method.

      📌 Important note: For hardware appliances (e.g., Acronis Cyber Appliance), please refer to the separate hardware return policy. Physical products must be returned within 14 days in original packaging, with return shipping arranged by the customer unless defective.
    

🚫 Non-Refundable Circumstances

While Acronis strives to provide fair refunds, certain situations are not eligible for a refund or credit:

Subscriptions older than 30 days from the purchase date (monthly plans) or 30 days after annual renewal.
Professional services, consulting fees, or custom implementation work already delivered.
Prepaid promotional plans or discounted bundles where the discount exceeds 50% of original value.
Violation of Acronis Terms of Service (abuse, unauthorized sharing, or prohibited use).
Refund requests submitted after account suspension due to payment failure.

If you believe your situation qualifies for an exception, please reach out to our official billing resolution team via the Acronis Customer Portal.

⚖️ Downgrades & Partial Credits

Customers looking to switch from a higher-tier plan (e.g., Acronis Cyber Protect Enterprise to Advanced) may receive a pro-rated credit for the unused portion of their subscription, provided the downgrade request is made within the first 60 days of the billing term. Credits are applied to future invoices or issued as a refund only under exceptional circumstances.

For volume licensing and multi‑year agreements, separate return terms apply as defined in your specific contract with Acronis or an authorized partner.

🗑️ Data Deletion & Account Closure

When you request a refund and cancel your Acronis subscription, your backed-up data will be retained for 30 days after cancellation (grace period). After this period, all customer data, backups, and configuration settings are permanently deleted from Acronis cloud infrastructure in compliance with GDPR and data protection regulations. We recommend downloading any critical data before submitting a cancellation request.

🔒 Return Policy Governing Law

This Return Policy is governed by the laws of Switzerland, without regard to conflict of law principles. For EU customers, statutory withdrawal rights under the Consumer Rights Directive (2011/83/EU) remain applicable for digital services within 14 days of purchase. In case of any conflict, the Acronis End User License Agreement (EULA) shall prevail.

Acronis International GmbH, Technoparkstrasse 1, 8005 Zurich, Switzerland

For official inquiries: use the "Support" section in your Acronis account dashboard (no external phone number provided).