SRG Digitals Adobe Products Policy

A customer’s request for a refund does not automatically create an entitlement to a refund.

Where an Adobe license has been procured through Adobe, Adobe VIP Marketplace, an authorized distributor, or another applicable Adobe licensing channel, any refund by SRG Digitals may be conditional upon the corresponding license/order being successfully cancelled, returned, credited, or otherwise accepted by Adobe or the relevant upstream distributor.

If Adobe or the distributor declines the return, has made the order non-returnable, or does not issue the corresponding credit to SRG Digitals, SRG Digitals is not obligated to fund an upstream-denied refund from its own funds, except where required by applicable law or where SRG Digitals itself has materially failed to provide the product purchased.

Adobe currently provides a return mechanism for eligible NEW and RENEWAL VIP Marketplace orders within 14 days of the original order, including eligible partial quantity returns. However, Adobe’s current VIP Marketplace guidance states that full or partial returns are accepted only where the relevant licenses are not currently in use.

Therefore, SRG Digitals may refuse a refund where the license has already been used, consumed, activated in a manner that renders it ineligible for upstream return, or otherwise falls outside Adobe’s return eligibility.

Adobe products are digital products and may be provisioned specifically for the customer.

Once any license, entitlement, subscription, product invitation, license seat or account access has been successfully provisioned, assigned, activated, accessed or used, the order may become non-refundable if Adobe or the applicable distributor no longer accepts its return.

Adobe’s VIP terms also state, in applicable VIP arrangements, that once a product has been installed or accessed it cannot be returned, subject to consumer-law rights and the applicable program terms.

A refund is not guaranteed merely because the customer:

• changes their mind;
• no longer requires the software;
• does not use the subscription after delivery;
• purchases another subscription;
• purchases an incorrect plan despite receiving accurate product information;
• fails to install or use the supplied entitlement;
• subsequently decides that another Adobe plan would be more suitable.

Where a return remains available through Adobe or the distributor, SRG Digitals may nevertheless attempt to facilitate it within the applicable return window.

Where SRG Digitals has supplied a materially different Adobe product, license type, duration or quantity from the product confirmed in the customer’s order, the customer must promptly notify SRG Digitals.

Subject to verification, SRG Digitals may correct, replace or return the affected license.

Adobe’s VIP documentation also recognizes incorrect product/platform/quantity and duplicate orders or billing as circumstances relevant to returns under applicable VIP arrangements.

Adobe’s General Terms expressly prohibit fraudulent activities, including payment and refund fraud. Adobe may also suspend or terminate access where its terms have been breached.

Accordingly, SRG Digitals reserves the right to withhold, suspend or decline a refund while suspected fraud or abuse is being investigated, including circumstances involving:

unauthorized or stolen payment methods; false payment confirmations; forged receipts; chargeback abuse; refund fraud; false identity information; account resale; credential sharing; deliberately misleading order information; attempts to obtain both continued Adobe access and a refund; or other activity reasonably indicating fraudulent or abusive conduct.

Where fraud is confirmed, SRG Digitals may refuse any discretionary refund to the extent permitted by applicable law and may preserve transaction records for dispute, payment-provider, distributor, Adobe or legal review.

Adobe states that an Adobe account is intended for the individual account holder and prohibits sharing account information or enabling other people to use the services through that person’s account credentials.

Where evidence indicates that a customer has shared credentials, resold access, transferred access to unauthorized users, or otherwise breached applicable Adobe licensing restrictions, any refund request may be suspended or denied where the underlying Adobe/distributor return is unavailable or where the request constitutes abuse.

Repeated login activity is not, by itself, automatic evidence of fraud.

Adobe currently allows many Creative Cloud individual subscriptions to remain signed in on up to two computers, while the applications may generally be actively used on only one computer at a time. Attempting to activate a third computer can trigger an activation-limit restriction.

However, abnormal, simultaneous, geographically inconsistent or excessive login/device activity, particularly where it indicates account sharing, unauthorized redistribution or circumvention of Adobe licensing restrictions, may result in a security review.

A refund will not be granted merely because Adobe restricts, challenges or suspends access resulting from the customer’s breach of device, user or credential-sharing restrictions.

SRG Digitals does not represent that Adobe universally prohibits the use of VPN services.

However, VPN, proxy, anonymization or rapidly changing geographic login activity may be considered as part of a fraud/security investigation when accompanied by other risk indicators such as payment-location discrepancies, account sharing, unauthorized access, identity mismatches, suspicious device activity or attempts to circumvent licensing restrictions.

Where a customer’s activity triggers an Adobe, distributor, payment-provider or SRG Digitals security review, any refund may remain pending until the review is completed.

VPN usage alone shall not automatically invalidate an otherwise valid refund claim unless the use violates the applicable license terms, was used to circumvent regional/product restrictions, forms part of fraudulent conduct, or makes the upstream order ineligible for return.

Adobe permits customers, in appropriate circumstances, to change their account’s primary email address. Therefore, changing an email address by itself is not an Adobe-defined act of fraud.

However, because Adobe subscriptions and Named User licenses may be identity-linked, customers must provide accurate account and email information to SRG Digitals.

If the customer changes, transfers or replaces an email address or Adobe identity after the license has been provisioned, SRG Digitals may require identity verification and may suspend any refund or replacement while determining whether the entitlement can be legitimately reassigned, returned or corrected.

SRG Digitals is not responsible for a refund where the customer’s voluntary email/account modification causes loss of access, identity conflict or return ineligibility and SRG Digitals supplied the subscription correctly.

Customers are responsible for checking the email address, Adobe ID and other provisioning information before confirming the order.

Where an entitlement has been successfully issued against information supplied by the customer, and the customer subsequently states that the email was incorrect, any correction or refund will depend on whether the license can still be reassigned, cancelled or returned through Adobe or the relevant distributor.

A replacement or refund is therefore not guaranteed after provisioning.

Adobe’s current VIP Marketplace documentation describes Named User Licensing as an identity-based model in which one license is purchased for an individual user. Adobe currently states that each named-user license generally has two permitted activations, subject to product-specific exceptions.

The customer therefore agrees not to treat a Named User license as a multi-user/shared subscription unless the relevant Adobe license specifically permits such use.

Adobe’s General Terms provide that Adobe may suspend or terminate use/access where a customer breaches its terms, fails to make required payment or otherwise falls within Adobe’s termination provisions.

A suspension, restriction or termination caused by the customer’s own violation of Adobe’s terms does not automatically create a right to a refund from SRG Digitals.

Where Adobe permanently terminates or restricts a license because of customer misconduct and refuses to return or credit the underlying product, SRG Digitals may treat the order as non-refundable, subject to applicable law.

SRG Digitals may request reasonable verification before approving a refund, replacement or account-related change, including:

original order details, payment evidence, customer email, Adobe ID, transaction reference, proof of control of the registered email, evidence relating to a chargeback or payment dispute, or other reasonable information required to determine whether the request is legitimate.

Failure to provide reasonable verification may result in the refund request remaining pending or being declined where SRG Digitals cannot establish entitlement to the refund.

Customers should contact SRG Digitals before initiating a chargeback where a legitimate support, provisioning or refund issue exists.

Initiating a chargeback while retaining or continuing to use the Adobe entitlement may be treated as potential payment/refund fraud and investigated accordingly.

SRG Digitals reserves the right to provide the payment processor, bank, card network or other dispute-resolution provider with appropriate order, provisioning, communications, access and transaction records.

Where Adobe or its distributor imposes a return deadline, a customer must submit their request early enough for SRG Digitals to investigate and process the upstream cancellation within that deadline.

A request received after Adobe’s eligible return period may be declined where the underlying order can no longer be returned.

For applicable VIP Marketplace NEW/RENEWAL orders, Adobe currently uses a 14-day order return window, subject to eligibility.

For purchases made directly from Adobe, Adobe publishes different cancellation consequences depending upon the subscription type. For example, certain annual prepaid plans become non-refundable after the applicable initial 14-day period, while annual paid-monthly plans may involve an early termination charge.

These Adobe direct-purchase rules are provided as background only. Reseller transactions remain subject to the reseller terms and applicable Adobe/VIP/distributor return rules.

Where an Adobe education product is purchased, the customer is responsible for meeting Adobe’s applicable education eligibility requirements.

Adobe verifies student and teacher eligibility and may require a school-issued email address or additional proof of eligibility.

A customer who provides inaccurate, false or misleading education information will not be entitled to a discretionary refund merely because Adobe subsequently rejects or changes the subscription due to eligibility failure.

Certain Adobe products or consumable entitlements have additional restrictions. Adobe states that consumables may be non-returnable once any part has been used, even where another license might otherwise fall within a return window.

Refund eligibility therefore depends upon the exact product purchased.

Where a refund has been approved and the upstream Adobe/distributor return has been completed where required, SRG Digitals will process the eligible refund through an appropriate payment method.

Banking, card-network, payment-gateway or intermediary processing times are outside SRG Digitals’ direct control.

Any lawful, clearly disclosed and genuinely non-recoverable payment-processing costs may be deducted only where permitted by applicable law and the terms governing the transaction.

SRG Digitals may require that the corresponding Adobe license, entitlement or subscription be cancelled, removed, de-provisioned or otherwise surrendered before releasing an approved refund.

A customer may not ordinarily receive both:

(a) continued use of the Adobe entitlement; and

(b) a refund of the amount paid for that same entitlement.

Attempts to obtain both may be investigated as refund abuse or fraud.

Nothing in this policy allows SRG Digitals to retain payment where SRG Digitals failed to supply the purchased service, knowingly supplied a materially incorrect product and fails to correct it, or where applicable law requires a refund or remedy.

This policy is intended to distinguish legitimate product/service problems from customer-caused access issues, misuse, licensing violations, fraud, change-of-mind requests and upstream non-returnable Adobe orders.

Use of Adobe products remains subject to the relevant Adobe licensing terms, General Terms of Use, product-specific terms, VIP/VIP Marketplace terms where applicable, and any other Adobe agreement applicable to the customer’s product.

Adobe may modify its policies from time to time. Where Adobe’s applicable terms change, the current applicable Adobe terms will govern Adobe licensing and upstream return eligibility.

Nothing in this policy excludes or restricts any customer right that cannot legally be excluded under applicable consumer or commercial law.

Where a mandatory law requires a remedy notwithstanding a provision of this policy, the mandatory law will prevail to the extent required.

A refund request submitted to SRG Digitals does not automatically guarantee a refund. For Adobe reseller transactions, refund eligibility may depend on the relevant product, whether the license has been provisioned or used, the time elapsed since ordering, compliance with Adobe licensing requirements, fraud/security review and whether Adobe or the applicable distributor accepts and credits the corresponding return.