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This document is modified from the Policies/FAQ page on the Cisco Learning store: https://learningnetworkstore.cisco.com/policies-faqs.

Table of Contents

About the Cisco Cloud Native Store

The Cisco Cloud Native Store provides easy access to Cisco’s newest connectivity, security, and observability SaaS products.

This page offers important information on the Cisco Cloud Native Store policies. It also answers common questions such as how to pay for products, how orders are processed, and how to get assistance.

Customer Support

Our support team is here to help. Should you have any questions or need help, you can contact the customer support team at anytime by emailing: eti_support@cisco.com.

Coupon Redemption Instructions

Please follow these steps to use promotional coupon codes on the Cisco Cloud Native Store.

  1. Log in with your account. If you do not have an account, create one.

  2. Add the product you would like to purchase to your shopping cart.

  3. Navigate to your shopping cart, then enter your code in the "Coupon Code" field and click "Apply".

  4. Proceed through the checkout process to complete your order.

  5. Once your order is complete, a welcome email with access information will be sent to the email address you provided.

Payment Options

You can find a list of the payment methods we accept in the shopping cart during the purchase process. Our servers encrypt all information submitted, so you can be confident that your payment information will be kept safe and secure.

Processing Orders

Regardless of which payment type you use, when you complete the order process, you will receive an order confirmation number on the screen, in email, and in My Orders under My Account on the store website. The My Orders page displays the status of your transaction. Once the transaction is complete and confirmed, your products and services will be made available or shipped to you.

Receipts and Invoices

You will receive an email receipt after you complete your purchase and each time your subscription renews.

You can find your invoice in the My Account page. Once you navigate to the My Account page, locate your order, and click on the 'View Invoice' button.

Subscriptions:

Your subscription starts immediately from the time of purchase. If you opt-in to auto-renew, your subscription will renew automatically at the end of your subscription period. If you do not wish to auto-renew, your plan will downgrade from the Pro plan to the free tier at the time of your next renewal. You will still have access to your product but with some limitations.

If your credit card is expiring before your next subscription renewal date, you can update your payment information in the My Account page.

Cancellations and Refunds

You may cancel your recurring subscription at any time. The effective date of cancellation will be the date of your current subscription expiration. Upon the cancellation effective date, you will retain access to your product with the features offered in the free version.

The Cisco Cloud Native Store team would like you to have the best possible experience with the products you purchase. While each product may have its own specific return and guarantee policy, the store generally does not grant refunds on products that have been used. After a subscription is purchase is complete, you will not be refunded for the current subscription term but you can cancel before your next subscription renewal date.

Certain subscription-based products may allow for a refund or credit if we cancel it before product activation is complete. If you have decided that you have purchased the wrong product or the wrong quantity, do not use your product and Contact customer support to request a refund immediately. To refund an unused product, we require that you make your request to us by contacting customer service within 30 days of purchase. We will refund your money once we have validated that you have not accessed your product. Returns completed within the same business day may be considered a canceled sale rather than a return. We will make every effort to refund your transaction in the same method, and to the same account, you used to pay for your purchase. Refund processing usually begins within 48 hours (United States Pacific Time) of your request. Always refer to the Terms of Use agreement for more information.

If you have any questions or a problem with your product or service, we recommend you contact our customer support team so that we can help resolve the issue.

Privacy Policies

Cisco cares about the confidentiality and protection of your personal data. For more information about Cisco privacy policies, you can also read Cisco’s Privacy Statement.

Communications and Opt-in Policies

When you make a purchase from the Cisco Cloud Native Store, we use the information you provide to process your order. We will send you an email to confirm your order and may need to contact you by email if we have questions about your order. We respect your privacy and will not sell or rent your information to third parties, or market to you without your permission.

During a transaction, you may be asked for communication preferences. Should you decide to change your communication preferences at a later time, simply click on the communications preferences link in the email you receive and change your communication options. When you unsubscribe, you will no longer receive any marketing related emails. You will continue to receive emails regarding your subscription such as confirming purchases and renewals.

Cookies

For your convenience, we use cookies that help us recognize you during future trips or orders on the store. The cookie will remember your system, access level and preferences—it is not used to record any personal information. The cookies are encrypted using 128-bit encryption and cannot be read by any other webpage. The cookie itself contains no personal data; it is simply a unique identifier for the Cisco Cloud Native Store to recognize your browser.

Cisco.com ID and Other Account Information

In some cases, we may need you to provide identifying information to validate that you are entitled to purchase, receive, or use a particular product or application. In these cases, we may ask for your Cisco.com ID or other identifier, such as email address for your account. As with all personal data, this information will be kept confidential and used only for order processing and delivering your products and services.

Product Terms and Conditions

During the checkout process, you will be requested to accept a terms and conditions agreement. Your acceptance is required to purchase and access the product. When you accept the terms and complete the order, the version of the agreement, as well as the date and time of acceptance and purchase, is saved in our records. You may preview, review, or copy the terms at any time by clicking here.

Shopping Tools and Account Benefits

Shopping Cart:

If you are logged in and need to leave during a shopping session, your shopping cart will be saved and returned the next time you enter the store.

My Account:

If you make a purchase, or your account detail was provided during an order made on your behalf, your order information will be associated with your account and saved into the My Account page. From there, you can view a list of all the products purchased via your account , review the purchase details, and get access to your electronic downloads and/or services.

Taxes and Importation Costs

Depending on the order, sales tax may be calculated and charged if applicable. Any sales tax charged will be indicated once billing and/or shipping address details have been entered at checkout.

The price indicated does not include anticipated VAT applicable to you based on the information provided. The total price may change during the course of the transaction depending on several factors. However, you will have the opportunity to review final pricing before you submit your order.

If you are based in the EU and are purchasing for a company registered for VAT, you may not have to pay VAT on your purchase. In this case, please enter your VAT ID number when prompted during the checkout process. To be prompted for a VAT ID number, be sure to enter a Company Name when entering your billing information. When your VAT ID number has been validated, your VAT will be automatically updated to zero, if applicable. If your order does not qualify for VAT exemption, we will not be able to remove this charge from the order.

Instructions are provided during the checkout process for any tax-exempt individuals and entities.