Refunds and Returns
For answers to general questions about the PNGO, including registration and placing an order, please see PNGO Programme FAQs.
What is the Microsoft Software Donations Programme?
As part of Microsoft’s Affordable Access to Computing Programme, Microsoft operates the Microsoft Software Donations Programme in partnership with PNGO, providing support and software donations to eligible xxxx organisations.
Microsoft XXXCOUNTRY aim is to build XXXCOUNTRY prosperity, both socially and economically, through their Citizenship programmes.
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How can I find out if my organisation is eligible?
Please see Microsoft Eligibility Criteria for further information.
How much software can my organisation request?
Each eligible organisation may request up to six software titles, and up to 50 user licenses per title, every two year period, with the following exceptions:
For server titles, organisations may request one server licence per title and up to 50 Client Access Licences (CALs). i.e. organisations may not order two copies of the same server title.
Server licences and accompanying CALs will, together, count as two separate titles towards the six-title limit.
Organisations may order additional licences of software titles that they already received through the Microsoft Software Donations Programme (as part of their previous order within the two-year ordering cycle). This is true even if the current title is an upgraded version of the original software. Such orders will not count against the six-title limit. However, the total number of licences requested for this title (between the two orders) may not exceed 50.
How often can my organisation request software?
Each eligible organisation may place a maximum of two orders (one per year) within a two-year period:
An organisation's first order initiates a two-year ordering cycle. After the ordering cycle has begun, an organisation must wait one full year before placing a second order. i.e. an organisation that ordered 01/07/06 may place a new order 01/07/07.
The combined total of products ordered in a two-year period may not exceed six titles and 50 user licences per title (or one licence per server title).
Once two years have passed since an organisation's original order, the order limits will be reset. i.e. a customer that placed an order on 01/07/06 may order six new titles and 50 licences per title (or one licence per server title) on 01/07/08.
Is there a minimum amount of products and software assurance that I need to order?
Microsoft's Open Licence Programme specifies that each donation request must include a total of at least five "seats."
A request meets the five-seat minimum requirement if the total number of Microsoft products in the cart is equal to five or if one of the products counts as five seats.
Products that count as five seats are those that support multiple devices or users. The five-seat products available through PNGO Programme have one of these characteristics:
- The name includes the term "processor license."
- The name includes the term "external."
- The product provides multiple software applications for testing purposes: for example, Visual Studio.
- The product includes multiple client access licenses.
Thus, an organisation must request at least 5 individual licences, or one title that meets the five seat minimum by itself, to be eligible for a donation. Please see below for examples of orders that meet the five seat minimum:
2 Publisher 2003 licences
1 Project 2003 Standard Edition licence
1 Visio 2003 Standard Edition licence
1 Office 2003 Standard Edition licence
5 Office 2003 Standard Edition licences
1 SQL Server 2000 (1 processor licence)
1 Exchange Server licence
4 Exchange Server Client Access Licences (CALs)
Visit the Placing an Order page.
How soon will we get the software?
Once your order has been accepted and processed, the normal turnaround time for licence requests is up to 14 days.
What format will my order come in, and how will I receive it?
Orders are fulfilled using Microsoft Open Licensing.
This means that instead of shipping full packaged product and paper licences to you, you will receive:
Microsoft product media (ie: CDs) delivered by XXX (depends on region) .
An email advising you that your Open Licence order has been accepted and processed by Microsoft, which will include:
Your Authorisation and Licence Agreement numbers.
Directions on how to download licensing agreements from the Microsoft eOpen website.
Product licence key codes that can be used with the media to install the software.
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What is Software Assurance? How does it apply to my donation?
Software Assurance is a Microsoft programme that allows recipients to upgrade licences to any new release of eligible products within two years of the initial request. This means free upgrades for software that comes with Software Assurance within this two-year period. Software Assurance replaces the need to request upgrades for your organisation's volume licences.
Additionally, if you return to the online shop within the two-year ordering period to request additional licences for a product that has undergone a version upgrade, it will not count as an additional title toward limit of six titles per two-year period. The number of licences you order will, however, count toward the 50 licenses per title limit.
When you make a donation request for a Microsoft title or licences in
the online shop, the product description will state clearly if the
product comes with Software Assurance. For products that come with
Software Assurance, your organisation will receive free upgrades for
two years from the time of your original donation request.
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What should I do if I want to return my order?
If you wish to return one or more items received through the Microsoft Software Donations Programme, the entire order should be returned to TechSoup Stock. Microsoft returns can only be accepted providing media disks are in their original, unopened packaging, and none of the software has been installed. To be eligible for a return, the organisation must not have accessed the license keys on Microsoft’s eOpen Web site.
Please e-mail us at firstname.lastname@example.org with 'Order Return Request' as the subject line, and include the following information in the text of your email:
- Organisation Name
- Registered Charity Number
- Order Confirmation Number
- Reason for return or refund request
PNGO Customer Service of the impending return by calling [phone
number]. Once all items in the original order have been received and
verified, your refund will be processed. In the case where you wish to
place a revised order, we will notify you when your account has been
When returning products, package items securely in a sturdy shipping box. Please be sure to enclose a note that references your order number and describes the reason for return, and mail to:
[Program Name] Returns
Please note: To receive a refund on products ordered through the Microsoft Software Donations Programme, items should be returned within 60 days of delivery.
Please allow approximately 10-15 business days for refund processing and for the ordering limits on your account to be reset.
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How can I find out more about Microsoft?
One of the areas in which Microsoft works, to make a difference socially within Citizenship, is through Community Affairs. Microsoft has successfully established an extensive network of non-profit partners who they work with to support community-based programmes and local projects which will enable more people to have access to technology. They give to a range of major charity projects both financially and through gifts in kind. In addition they support the investment of their employees in the community.
For more information about Microsoft’s wider Citizenship programmes, please see Microsoft Country Citizenship.