Arcserve Return Policy
Arcserve is confident that our products will meet the needs and expectations of all of our customers. To ensure customer satisfaction, Arcserve offers a free 30-day trial period1 in which to evaluate Arcserve ShadowProtect® Server, ShadowProtect for Small Business, ShadowProtect Desktop, ShadowProtect Virtual, and Arcserve ImageManager2 before purchase. Arcserve also offers a free 30-day trial period in which to evaluate Arcserve ShadowProtect SPX. We recognize, however, that in rare circumstances, there may be a need to return these software products after purchase. Consequently, within thirty (30) days of purchase, if a customer is dissatisfied for any reason, Arcserve will either exchange the product or refund the purchase price.3 Prior to processing your return request, you must deactivate any active licenses.4
Arcserve ShadowProtect IT Edition and Arcserve ShadowProtect IT Edition Pro may be purchased under a variety of subscription models: Two-Week Subscriptions (14 calendar days), One-Month Subscriptions (30 calendar days), Three-Month Subscriptions (90 calendar days), or Annual Subscriptions (365 calendar days). The ShadowProtect IT Edition and ShadowProtect IT Edition Pro return policies vary by subscription model. Due to the short duration, Arcserve cannot accept returns of Two-Week Subscriptions. One-Month Subscriptions may be returned for any reason within two weeks (14 calendar days) of purchase, in which event Arcserve will refund the difference between the purchase price of the One-Month Subscription and the price of a Two-Week Subscription as of the date of purchase. Three-Month and Annual Subscriptions may be returned for any reason within thirty (30) days of purchase, in which event Arcserve will refund the difference between the purchase price of the Three-Month or Annual Subscription and the price of a One-Month Subscription as of the date of purchase. ShadowProtect IT Edition and ShadowProtect IT Edition Pro returns must be processed through the vendor from which the software was purchased, but customers must ship the software media directly to Arcserve.
United States and Canada
Attn: Returns, 380 Data Drive, Suite 300
Draper, Utah, 84020
Toranomon Toho Bldg. 5F
1-1-23 Toranomon, Minato-ku,
Tokyo Japan 105-0001
13.02, 201 Kent Street
Sydney, NSW, 2000
For the return to be valid, the returned media must be postmarked no later than the date provided by Arcserve at the time of the return. Fees for software media charged at the time of purchase and shipping costs associated with returns are nonrefundable.
Arcserve Granular Recovery for Exchange (“GRE”) software may be purchased and licensed on a perpetual, subscription or fixed-term project basis (“Project License”). Due to the nature of the GRE Project License, Arcserve cannot accept returns of GRE Project Licenses. GRE perpetual licenses may be returned for any reason within sixty (60) days of purchase, in which event Arcserve will refund the difference between the purchase price of the GRE perpetual license and the price of a GRE Project License as of the date of purchase. Arcserve does not accept returns of GRE subscription licenses.
Unused Arcserve Cloud Services Cloud Credits may be refunded, at Arcserve ’s discretion, within thirty (30) days of purchase. Cloud Services usage fees are nonrefundable.
Arcserve Premium Support can only be returned together with the Arcserve product with which it was purchased, in accordance with this Return Policy. Arcserve Incident Support is not refundable or transferrable. Maintenance renewals and product upgrades may be returned for any reason within thirty (30) days of purchase, in which event Arcserve will refund the purchase price, provided that the customer has not activated the product upgrade or opened a support case with Arcserve Support.
There are no refunds for the following: fees for the Arcserve Academy Program, Instructor-Led Arcserve Academy Courses, and/or Certification Exams; fees and charges associated with Arcserve Cloud Services; software Media Kit purchases; subscription fees and charges for Arcserve products licensed on an MSP basis; and all other products or services not expressly referenced in this Return Policy.
Certain products and services may not be available in your country.
For all returns of Arcserve products and services, unless the product or service is purchased directly from Arcserve, returns and exchanges must be processed through the vendor from which the product or service was obtained. The vendor may charge a restocking or return fee. In the event that Arcserve, in its sole discretion, determines that a customer is abusing the Return Policy, Arcserve may reject a requested return or exchange.
1 The 30-day trial period applies only to Arcserve software licensed on a perpetual basis. For the Managed Service Provider (“MSP”) versions of our software, a 15-day trial period is offered.
2 Arcserve does not offer a trial period for any intelligentFTP® Jobs, HeadStart Restore® Jobs, and/or ShadowStream® Jobs (collectively, “ImageManager Jobs”). ImageManager Jobs may be returned or refunded within thirty (30) days of purchase.
3 This Return Policy applies only to perpetual versions of the referenced software. Subscriptions to MSP versions of the software are nonrefundable.
4 There is no requirement to deactivate Arcserve ShadowProtect IT Edition, Arcserve ShadowProtect IT Edition Pro, or Arcserve Granular Recovery for Exchange.