Manage Totalav

How to cancel TotalAV in new zealand and reclaim your money

What is TotalAV and why kiwis use it

TotalAV is a cross-platform security suite designed to protect your Windows, macOS, iOS and Android devices from malware, spyware and web-based threats. The software bundles antivirus detection, real-time web protection, a VPN add-on and device cleanup tools into one subscription.

You can buy TotalAV direct from the company's website or through app stores (Apple App Store and Google Play). The service offers monthly, annual and bi-annual plans with frequent promotional pricing that can make cancellation confusing when you're ready to stop paying.

How TotalAV bills new zealand customers

TotalAV charges you in NZD via the platform where you purchased. Monthly subscriptions renew automatically every 30 days, while annual plans renew each year. The company enables auto-renewal by default, meaning you'll keep paying unless you actively cancel before the next billing date.

TotalAV pricing in new zealand

Here's what TotalAV costs in NZD across its main subscription tiers.

Annual plans cost significantly less per month than monthly subscriptions, but they lock you in for a full year. If you bought during a promotional offer, your renewal price may be higher.

Why you might want to cancel

You may cancel TotalAV because the software slows your device, you've found a cheaper alternative, you no longer need the protection, or you simply forgot about the recurring charge. Whatever your reason, cancelling quickly protects your bank account.

Your consumer rights when cancelling TotalAV

New Zealand consumer law gives you strong protections when cancelling software subscriptions. Understanding these rights helps you push back if TotalAV refuses a refund.

The consumer guarantees act 1993 and subscription services

Under the Consumer Guarantees Act, services supplied in New Zealand must be fit for purpose, delivered with reasonable care and skill, and match any description TotalAV gave you. If the software doesn't work as promised, you can claim a refund even outside TotalAV's standard refund window.

The Fair Trading Act 1986 also protects you from misleading marketing. If TotalAV advertised features or performance it doesn't actually deliver, the Commerce Commission enforces your right to a remedy.

Distance selling rules for online purchases

When you buy TotalAV online, you have a 14-day cooling-off period under distance selling rules. This means you can cancel within 14 days of purchase and request a full refund, provided you've notified TotalAV within that window.

How to cancel TotalAV (step-by-step for each platform)

Your cancellation method depends on where you bought TotalAV. Each platform has its own process, and using the wrong method could delay your cancellation.

Cancel TotalAV via the website (recommended for web purchases)

Cancelling through TotalAV's official website is the most straightforward route if you bought direct from totalav.com. You'll disable auto-renewal and keep access until your paid period ends.

1. Log into your TotalAV account at the official website using your email and password.
   • If you've forgotten your password, click "Forgot password" and follow the reset email from TotalAV.
2. Navigate to "My Subscriptions" or "Manage Subscription" in your account dashboard.
   • This section may appear under Settings, Account or Billing depending on site updates.
3. Find your active subscription and select "Cancel subscription" or "Disable auto-renewal".
   • Read the confirmation message carefully-it should confirm the cancellation date.
4. Complete identity verification if prompted.
   • TotalAV may ask for a verification code sent to your email, or the first six digits of your payment method.
   • Enter the code or digits and confirm.
5. Check your email for a cancellation confirmation from TotalAV.
   • Pro tip: screenshot or save this email as proof of your cancellation request.
6. Verify your subscription status on the website one day later.
   • Return to "My Subscriptions" and confirm it shows "Cancelled" or "Auto-renewal disabled".

Warning: Cancelling auto-renewal is not the same as requesting a refund. Your subscription remains active until the end of your current billing period. If you bought within the refund window, you must separately request a refund (see "Will you get a refund?" section below).

Cancel TotalAV via apple app store (iOS)

If you subscribed to TotalAV through the Apple App Store on your iPhone or iPad, you must cancel through Apple's system, not TotalAV's website.

1. On your iPhone or iPad, open Settings.
   • Scroll to the top and tap your name.
2. Tap "Subscriptions".
   • You'll see a list of all active app subscriptions.
3. Find "TotalAV" in the list and tap it.
   • The app may appear as "TotalAV Mobile Security" or similar.
4. Tap "Cancel subscription" or "Cancel free trial" if applicable.
   • A warning appears explaining you'll lose access on the renewal date.
5. Confirm the cancellation when prompted.
   • Apple sends a confirmation email to your Apple ID address.

Pro tip: Disable auto-renewal at least 24 hours before your next renewal date to avoid an unexpected charge. Apple processes the cancellation immediately, but the charge may still go through if you're within 24 hours of renewal.

Warning: You cannot cancel an active App Store subscription mid-period and receive a refund directly through TotalAV. You must request refunds through Apple using its refund process (Settings > your name > Purchase History). Apple grants refunds on a case-by-case basis within 45 days of purchase.

Cancel TotalAV via google play store (Android)

Android users who subscribed through Google Play manage and cancel through their Google account, not TotalAV's website.

1. Open the Google Play Store app on your Android device or visit play.google.com in a browser.
   • If using a browser, log into your Google account.
2. Tap your profile icon (top right) and select "Manage subscriptions" or "Payments and subscriptions".
   • On play.google.com, click the account icon, then "Manage subscriptions".
3. Find "TotalAV" and tap it.
   • The app may appear under its full name "TotalAV Mobile Security".
4. Tap "Cancel subscription".
   • You'll see a reason selector; choose the reason that applies to you.
5. Confirm the cancellation.
   • Google sends a confirmation email to your account email address.

Pro tip: Google Play cancellations take effect immediately, but you keep access until the end of your paid period. Refunds on Google Play subscriptions are available within 7 days of the renewal charge if you request them directly through Google.

Will you get a refund from TotalAV

TotalAV's refund policy depends on how long you've been a customer and which plan you purchased. The good news is that New Zealand consumer law may give you stronger refund rights than TotalAV's own terms state.

TotalAV's standard refund windows

These are the official refund periods TotalAV offers for web-based purchases only.

The key phrase in every row is "Must fully terminate service". Disabling auto-renewal does not automatically trigger a refund. You must actively request a refund from TotalAV support within the window above.

How to request a refund from TotalAV

1. Visit the TotalAV support page or contact form at totalav.com.
   • Look for "Contact us", "Support" or "Help" in the footer.
2. Select "Billing" or "Refund" as your issue category.
   • Some support systems use "Subscription issues" or "Account".
3. Write a clear message explaining you purchased on [date], want a refund, and include your order number.
   • Be direct: "I request a full refund of $X.XX under TotalAV's 14-day refund policy."
   • Attach screenshots of your purchase receipt and cancellation confirmation email.
4. Submit the form and wait for TotalAV support to respond.
   • Response times typically range from 24 to 72 hours.
   • Check your spam folder for replies.
5. If TotalAV denies your refund but you're within the legal refund window, escalate to the Commerce Commission (see "Consumer rights escalation" below).
   • Save all email correspondence with TotalAV as evidence.

App store refunds (Apple and google play)

Important: Refunds for subscriptions purchased through Apple App Store or Google Play must be requested through those platforms, not through TotalAV.

Apple App Store refunds: Open Settings, tap your name, select Purchase History, find the TotalAV charge, tap "Report a problem" and request a refund. Apple reviews refund requests within 24 to 48 hours and grants them on a case-by-case basis within 45 days of purchase.

Google Play refunds: Log into your Google Play account, find the TotalAV subscription charge in your order history, select the order and tap "Request refund". Google processes refunds within 7 days of the charge if you request them promptly.

Pro tip: App store refunds are harder to obtain than web refunds. If possible, buy TotalAV direct from the website to keep full control over cancellation and refunds.

What happens after you cancel TotalAV

Cancelling TotalAV is quick, but understanding what happens next prevents confusion and surprises on your bank statement.

Your access and billing after cancellation

When you disable auto-renewal on TotalAV's website or app store, your subscription stays active until the end of your current billing period. You keep full access to all features (antivirus, VPN, web shield) for the time you've already paid for.

On the day after your paid period ends, TotalAV will stop protecting your devices and remove your access to premium features. The company should not charge you again; however, check your bank statement one week after the expected renewal date to confirm no charge appeared.

Protecting yourself from accidental re-charges

Save your cancellation confirmation email from TotalAV, Apple or Google. Keep this email for at least two billing cycles in case a dispute charge appears on your bank statement.

If TotalAV charges you after you've cancelled, contact your bank or credit card company immediately. Provide your cancellation confirmation email as evidence. Your bank can dispute the charge and recover the money within 60 days in most cases.

Data retention and privacy after cancellation

TotalAV retains your account data (email, payment details, device information) after cancellation per its privacy policy. If you want TotalAV to delete your account entirely, contact support and request data deletion. The company must respond within 20 working days under the Privacy Act 2020.

Pro tip: Request written confirmation of data deletion. Keep this email in case TotalAV later tries to charge a "new" account linked to the same email address.

Common mistakes when cancelling TotalAV

Cancelling subscriptions can feel stressful, especially when money is at stake. Here are the mistakes Stopee sees most often when customers cancel TotalAV, and how to avoid them.

Mistake 1: disabling auto-renewal but not requesting a refund

Many customers think disabling auto-renewal automatically triggers a refund. It doesn't. You must take two separate actions: cancel auto-renewal to stop future charges, then submit a separate refund request within the refund window. Stopee recommends treating these as two distinct tasks.

Mistake 2: cancelling through the wrong platform

If you bought TotalAV on the Apple App Store, cancelling through TotalAV's website won't work. Your subscription remains active on Apple's system and you'll keep being charged. Always cancel through the same platform where you purchased.

Mistake 3: missing the refund deadline

Monthly plans have a 14-day refund window from purchase; annual plans have 30 days. After that window closes, TotalAV typically won't refund, even if the software never worked properly. Circle your refund deadline on your calendar and submit your request at least two days before it expires.

Mistake 4: not keeping proof of cancellation

If TotalAV charges you again after you've cancelled, you'll need evidence that you requested cancellation. Take screenshots of your cancellation confirmation screen, save all confirmation emails, and note the date and time you cancelled. Stopee advises storing these in a folder on your device or cloud storage.

Mistake 5: assuming the cancel button completed your request

After you click "Cancel subscription", TotalAV may ask you to confirm in an email link or verify your identity. Some customers think the cancellation is complete after clicking the button, but it's not final until you've verified. Always complete any follow-up steps TotalAV requests.

Checking if TotalAV is right for you (keep or cancel)

Before you cancel, ask yourself whether TotalAV genuinely isn't meeting your needs, or whether you're simply paying for features you haven't used. Stopee helps consumers make informed cancellation decisions.

If more than three reasons in the right column resonate with you, cancelling TotalAV likely makes financial and practical sense. Stopee empowers you to make that decision confidently.

How stopee helps you cancel TotalAV

Cancelling subscriptions doesn't have to be a maze of confusing screens and buried support contacts. Stopee connects you to verified cancellation steps for TotalAV and hundreds of other services, removing the guesswork and protecting your money.

Whether you're cancelling because TotalAV doesn't fit your needs, you found a cheaper alternative, or you simply forgot about the recurring charge, Stopee has helped thousands of consumers cancel subscriptions quickly and secure refunds. Our step-by-step guides are written by subscription specialists who know every platform's cancellation traps.

Visit Stopee.com today to access cancellation guides for TotalAV and other subscriptions you no longer use. Stopee also tracks your subscription spending, alerts you before renewal dates, and shows you how much you could save by switching providers. Take back control of your recurring payments with Stopee.

Cancellation address and contact information for TotalAV

TotalAV does not publicly list a New Zealand mailing address. The company only provides a U.S. postal address, which makes physical mail requests slow and unreliable.

TotalAV headquarters (USA): TotalAV (parent company: Systweak Software), postal address typically listed on the website under "Contact us" in the footer.

For New Zealand customers, your fastest option is to cancel online through your account dashboard or app store, then follow up with email support if you need a refund. If TotalAV refuses to honour the Consumer Guarantees Act or Privacy Act, escalate your complaint to the Commerce Commission (comcom.govt.nz) or Privacy Commissioner (privacy.org.nz) at no cost.

Document every step: save screenshots of your cancellation request, keep all confirmation emails, and note dates and times. This evidence protects you if a dispute arises. Stopee recommends treating cancellation as a documented transaction, not a casual click.