Arbitration and Dispute Resolution
Published: September 12, 2012
When a customer has a dispute about Microsoft software, products, or services, Microsoft wants to resolve it quickly and fairly. We’ve added informal dispute resolution and binding arbitration clauses to many of our agreements and warranties for customers who live in the United States. Those agreements encourage Microsoft to resolve disputes informally within 60 days. If we can’t, either of us may commence arbitration with the American Arbitration Association. An impartial arbitrator near where you live (or in King County (Seattle area) Washington, if you prefer) will consider both sides and resolve the dispute promptly. Or you can bring an action in small claims court, either in the county where you live or in King County, Washington if you meet the court’s normal requirements.
Our arbitration agreements offer speedy and fair individual dispute resolution, but do not permit class action lawsuits or class-wide arbitration for customers who live in the United States. Class action lawsuits usually last for years. Our agreements strongly encourage Microsoft to resolve disputes informally before they get to arbitration, and our arbitration provisions are among the most generous in the country. For instance, we promptly reimburse filing fees, and, where we offer less to resolve a dispute informally than an arbitrator ultimately awards, we will pay the greater of the award or $1,000 for most software, products, or services plus double the customer’s reasonable attorney’s fees.
If you live in the United States and have a dispute, click on the software, product, or service below. The linked page will help you find your agreement or limited warranty, confirm it contains an arbitration clause, and point you to forms that may be used to start the dispute resolution process or commence arbitration.
Refunds
Or you may take advantage of our refund policy for certain Microsoft hardware or software acquired from a retailer within the last 45 days.
Bing Ads Program
If your business has its principal place of business in the United States, to resolve a dispute about the Bing Ads Program, first see your Bing Ads Terms and Conditions. The most recent version is posted here.
If yours contain an arbitration clause, you may notify Microsoft of a dispute or commence arbitration by following the Terms and Conditions and using these forms:
Games for Windows-LIVE Service
If you live in the United States, to resolve a dispute about the Games for Windows-LIVE Service, first see your Terms of Use. The most recent version is posted here.
The main arbitration and dispute resolution terms are in Section 4 of your Terms of Use. Then see the terms and forms below.
Kinect for Windows
If you live in the United States, to resolve a dispute about the Kinect Sensor for Windows, first see your Limited Warranty. The most recent version is posted here.
If yours contains an arbitration clause, you may notify Microsoft of a dispute or commence arbitration by following the Limited Warranty and using these forms:
Microsoft Office 2013
If you live in the United States, to resolve a dispute about Microsoft Office 2013, first see your Microsoft Software License Agreement. Then see the forms below depending upon how you acquired Microsoft Office 2013.
Microsoft Software License Agreements
Microsoft Office 2013 acquired from a store as packaged software or from Microsoft directly
The main arbitration and dispute resolution terms are in your Microsoft Software License Agreement, Section B of Additional Terms. More terms and forms are below.
Microsoft Office 2013 preinstalled on your computer or tablet from the computer or tablet manufacturer or software installer
All arbitration and dispute resolution terms are in your Microsoft Software License Agreement, Section B of Additional Terms. To notify your computer manufacturer or installer or Microsoft of a dispute please follow the Microsoft Software License Agreement, Additional Terms Sections B.2 or B.10. No form is needed. To commence arbitration use the form below.
Microsoft OneNote (acquired through Windows Store)
If you live in the United States, to resolve a dispute about Microsoft OneNote acquired through the Windows Store, first see your Microsoft Software License Terms. The most recent version is posted here. The main arbitration and dispute resolution terms are in your Microsoft Software License Terms, Section b of Additional Terms. Then see the terms and forms below.
Microsoft Services Agreement (Bing; Microsoft account (formerly Windows Live ID); Microsoft Hotmail; Microsoft Mail Desktop; Microsoft Movie Maker; Microsoft Photo Gallery; Microsoft SkyDrive; Microsoft Writer; MSN; Office.com; Windows Live Messenger)
If you live in the United States, to resolve a dispute about one of these services, first see your Microsoft Services Agreement. The most recent version is posted here.
If yours contains an arbitration clause, you may notify Microsoft of a dispute or commence arbitration by following the Microsoft Services Agreement and using these forms:
Skype (if Pay by Mobile selected)
If you live in the United States and selected Pay by Mobile, to resolve a dispute with Skype or your mobile phone carrier, first see your Skype Terms of Use. The most recent version is posted here. The main arbitration and dispute resolution terms are in your Skype Terms of Use paragraph 20.3. Then see the terms and forms below.
Microsoft Store
If you live in the United States, to resolve a dispute about the Microsoft Online Store or a product or service offered through it, first see your Terms of Use and Sale. The most recent version is posted here.
If yours contains an arbitration clause, you may notify Microsoft of a dispute by following the Terms of Use and Sale and using these forms:
Surface
If you live in the United States, to resolve a dispute about Surface, first see your Limited Warranty. The most recent version is posted here.
If yours contains an arbitration clause, you may notify Microsoft of a dispute or commence arbitration by following the Limited Warranty and using these forms:
Windows 8
If you live in the United States, to resolve a dispute about Windows 8, first see your Microsoft Software License Agreement. Then see the forms below depending upon how you acquired Windows 8.
Windows 8 acquired from a store as packaged software or from Microsoft directly
The main arbitration and dispute resolution terms are in your Microsoft Software License Agreement, Section 2 of Additional Terms. More terms and forms are below.
Windows 8 preinstalled on your computer from the computer manufacturer
All arbitration and dispute resolution terms are in your Microsoft Software License Agreement, Section 2 of Additional Terms. To notify your computer manufacturer or installer or Microsoft of a dispute please follow the Microsoft Software License Agreement, Additional Terms Sections 2.b or 2.j. No form is needed. To commence arbitration use the form below.
Windows 8.1 Preview
If you live in the United States, to resolve a dispute about Windows 8.1 Preview or Windows RT 8.1 Preview, first see your Microsoft Pre-Release Software License Terms for Windows 8.1 Preview, Windows 8.1 Pro Preview, Windows 8.1 Pro Preview with Media Center and Windows RT 8.1 Preview. The main arbitration and dispute resolution terms are in your Microsoft Pre-Release Software License Terms, Section 2 of Additional Terms. More terms and forms are below.
Windows Store
If you live in the United States, to resolve a dispute about a Microsoft application or service acquired through the Windows Store, see your Windows Microsoft Software License Agreement and any separate terms that came with your application or service. You may use these forms:
Windows Phone 8
If you live in the United States, to resolve a dispute about a Windows Phone 8, first see your Windows Phone Terms of Use and the Microsoft Services Agreement, both of which govern the Windows Phone 8, along with the Windows Phone Software License Terms provided by your phone’s manufacturer. The most recent version of the Windows Phone Terms of Use with the Microsoft Services Agreement at the end is here:
If yours contain an arbitration clause and you live in the United States, you may notify Microsoft of a dispute or commence arbitration by following the Terms of Use and Microsoft Services Agreement and using these forms:
Contact your phone manufacturer for your Windows Phone 8 Software License Terms.
Windows Phone Store/Marketplace
If you live in the United States, to resolve a dispute about Windows Phone Store/Marketplace or applications, content, or services acquired through it, first see your Terms of Use. The most recent version is posted here.
If yours contain an arbitration clause, you may notify Microsoft of a dispute or commence arbitration by following the Terms of Use and using these forms:
Xbox Console Bundle/Xbox LIVE Promotional Offer
If you live in the United States, to resolve a dispute about your Xbox console bundle/Xbox LIVE promotional offer, which includes an Xbox 360 S 4G console, Kinect, and a two-year Xbox LIVE subscription, first see your Terms and Conditions for The Xbox Console Bundle/Xbox LIVE Promotional Offer. The most recent version is posted here.
If yours contains an arbitration clause, you may notify Microsoft of a dispute or commence arbitration by following the Terms and Conditions and using these forms:
Xbox LIVE Service
If you live in the United States, to resolve a dispute about Xbox LIVE service, first see your Xbox LIVE Terms of Use. The most recent version is posted here.
The main arbitration and dispute resolution terms are in Section 4 of your Terms of Use. Then see the terms and forms below.
Xbox Music
If you live in the United States, to resolve a dispute about Xbox Music, first see your Terms of Use. The most recent version is posted here.
The main arbitration and dispute resolution terms are in Section 4 of your Terms of Use. Then see the terms and forms below.
Zune Music & Video Service
If you live in the United States, to resolve a dispute about Zune music and video service, first see your Terms of Use. The most recent version is posted here.
The main arbitration and dispute resolution terms are in Section 4 of your Terms of Use. Then see the terms and forms below.