New Customer: 

- Once a package has been decided on, ensure the customer understands the below.

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Product information:  

- The NordVPN package you’ve chosen is for 6 devices. It comes with threat protection and dark web monitoring. 

- If the Monthly option is selected: The monthly cost is XXX  

- If the Annual option is selected: The cost annually is XXX  

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Sales Process:  

- You will receive an SMS with a link to redeem the product. 

- Instructions on how to redeem the code and product code will be sent via SMS and are available in our Help Center. 

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Turn Around Time: 

- Activation will be immediate. 

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Upgrades/Downgrades: (Only mention if the Monthly package was chosen) 

- Should you wish to upgrade to the annual product, you will need to wait until the monthly product us up for renewal. The monthly product will then be cancelled. 

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Cancellation: 

- Monthly product: If you wish to cancel your package, a 30-day cancellation notice is required. A Clawback is applicable should you cancel within 12 months. 

- Annual product: The product you have purchased is a one-off payment. Should you wish to cancel within 12 months, a refund will not be applicable. 

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Renewal: 

- Monthly product: In the 11th month of your subscription, you will receive an email to say that the NordVPN account is up for renewal. 

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Cooling off - Direct Marketing outbound only excludes portal and Inbound: 

- A cooling-off period of 5 working days is applicable if you wish to cancel the service.   

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Billing for new customers (new profile on Solid)  

- The first bill will be the pro-rata amount for the month.  

- You will receive your first invoice within 5 working days after product activation.  

- If product activation occurs from the 26th to the end of the month, the first bill will be for the pro-rata amount plus the following month’s subscription. 

- Payment for the first invoice (bill) is collected within 5 working days from product activation. 

- Your monthly invoices will be available on MyAccount from the 11th, and payment will be collected on the last working day of the month. 

Billing for existing customers: 

- You will be billed pro rata and one month in advance, which will be debited on the last working day of the month your service is activated.  

- Thereafter, you will be invoiced the normal subscription fee as per your package.  

- This payment will be delayed to the last working day of the following month, should your activation take place around the 25th of the month.  

- Thereafter, you will be invoiced the normal subscription fee of RXXX and debited on the last working day of every month. 

                                                               Don't forget to conclude the sale with the debit order declaration

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Confirmation: 

- You will receive an order tracking email with a link to view and track your order.  

- By simply logging on to your Mweb My Account or accessing the Mweb mobile app, you will find all you need to know about the status of your order. 

- Is there anything else I can assist with? 

- Thank you very much, kindly hold for the 3-question survey 

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