Manage Totalav

How to cancel TotalAV and avoid surprise charges in the philippines

What TotalAV is and why cancellation matters

TotalAV is a subscription-based antivirus and privacy software service operated by Protected.net Group Limited, a UK-registered company. If you signed up for TotalAV, you likely enrolled in an auto-renewing plan that charges your card automatically at the end of each billing period unless you actively cancel it.

Many Philippine users discover too late that their annual introductory offer (often as low as ₱1,000-₱2,500) jumps to ₱5,594-₱8,418 on renewal. The service includes real-time antivirus protection, malware removal, phishing protection, and on higher tiers, add-ons like Total VPN and Total Password Manager. If you no longer need these features, or if the renewal price shocks you, cancellation is your right-and Stopee has helped thousands of consumers in the Philippines navigate exactly this situation.

Pricing and what you actually pay

TotalAV charges in USD, converted to PHP at your card issuer's rate. Here are the main annual plans:

If you signed up for a promotional offer and were not aware of the renewal price, you have grounds to dispute the charge under the Consumer Act of the Philippines (Republic Act No. 7394), which requires companies to disclose all material terms upfront. Stopee recommends documenting your original offer terms as soon as you notice the discrepancy.

Auto-renewal and your billing cycle

TotalAV sends a reminder email 30 days before your renewal date. However, many users delete this email or miss it in their inbox. Cancelling before that renewal date stops all future charges, but your service remains active until the current billing period expires. If you cancel on day 350 of a 365-day annual plan, you keep access for the remaining 15 days.

Your consumer rights under philippine law

The Consumer Act of the Philippines (RA 7394) protects you when dealing with subscription services like TotalAV. You have the right to clear disclosure of all terms, including renewal price and cancellation procedures. If TotalAV failed to clearly disclose that your price would increase, or if you were enrolled without explicit consent, you may be entitled to a refund.

Key protections you have

Under RA 7394, TotalAV must:

• Disclose the renewal price before charging you
• Provide a simple, accessible cancellation method
• Process your cancellation within a reasonable timeframe
• Honor your request to stop charges immediately
• Issue a refund if you cancel within 14 calendar days of signing up (for new subscriptions)

If TotalAV refuses to cancel your subscription or denies a refund you believe you are owed, you can file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Bureau. Stopee advises gathering screenshots of your account, emails from TotalAV, and your payment records before escalating.

How to cancel TotalAV step by step

Cancellation via the TotalAV website account is the most direct and traceable method. Follow these steps carefully to ensure your cancellation is recorded.

Cancel through the TotalAV website

1. Go to totalav.com and log into your account using your email and password.
   • If you forget your password, click "Forgot password" and reset it via the email link.
   • If you no longer have access to that email, contact TotalAV support before proceeding.
2. Navigate to My Account or My Subscriptions (the exact label varies).
   • Look for a gear icon or profile menu in the top-right corner.
   • Select Billing or Subscription Management.
3. Locate your active plan and click Cancel Subscription or Manage next to it.
   • Do not click "Pause"-that temporarily suspends the account but does not cancel it.
   • Look for red or warning-colored buttons labeled "Cancel" explicitly.
4. Verify your identity using two-factor authentication (2FA) if prompted.
   • Enter the code sent to your email or phone number.
   • Keep a record of the timestamp when you complete this step.
5. Review the cancellation summary page.
   • Confirm the cancellation end date (when your access will expire).
   • Check whether a refund is offered.
   • Do not close the page until you see a "Cancellation confirmed" message.
6. Screenshot or download the cancellation confirmation page.
   • This is your proof. Email it to yourself immediately.
   • Save the confirmation number if one is displayed.
7. Check your email for a cancellation confirmation from TotalAV within 24 hours.
   • If you do not receive one, contact support with your screenshot as proof.
   • Do not assume silence means approval.

Warning: Some users report that TotalAV support pages are difficult to navigate. If you cannot find the cancellation button after logging in, contact live chat or email support immediately rather than waiting. Stopee has seen cases where users gave up and missed their cancellation window.

Cancel via TotalAV customer support

If the website cancellation fails or you encounter errors, contact TotalAV support directly. This method is slower but creates a paper trail.

1. Visit totalav.com/support and select your support channel.
   • Live chat is usually fastest (available during business hours).
   • Email support: submit a cancellation request to support at totalav.com (check the contact page for the exact address).
   • US phone support: +1-833-821-2330 (note this is a US number, so international call charges may apply).
2. Clearly state: "I want to cancel my TotalAV subscription effective immediately."
   • Provide your account email, subscription ID, and renewal date.
   • Do not ask for a refund yet-first confirm the cancellation is recorded.
3. Ask the support agent to confirm in writing that your subscription has been cancelled and when your access will end.
   • Request they email you a cancellation confirmation immediately.
   • If they refuse, escalate to a manager.
4. Save every email and screenshot of the live chat transcript.
   • Copy and paste the chat into a text file if the website does not offer a download.
   • This proof becomes critical if you are charged again.

Pro tip: Stopee recommends opening your cancellation request via live chat and immediately following up with an email to the support team. This creates two records and speeds up processing.

What happens after you cancel

Cancellation and access loss are two different moments. Understanding the timeline protects you from unexpected charges.

Your service access after cancellation

When you cancel TotalAV, you retain full access to the software until the end of your current billing period. For example, if you cancel on March 10 and your annual plan renews on March 31, you can use TotalAV for 21 more days. You will not be charged for those 21 days, and you do not get a pro-rated refund for them-that is how auto-renewal subscriptions work.

Before that access expires, uninstall TotalAV or switch to another antivirus provider. If you stay unprotected, your device is vulnerable to malware. Stopee recommends having a replacement solution (Norton 360, McAfee Total Protection, Bitdefender, or Kaspersky Total Security) ready before you cancel.

Check your card statement after cancellation

Monitor your bank or credit card statement for 30-60 days after cancellation. If TotalAV charges you again despite cancellation, you have the right to dispute the charge with your card issuer. This is called a chargeback, and your bank will reverse the transaction if you can prove you cancelled.

• Log into your bank's app and review pending and completed transactions.
• Look for charges from "TOTALAV", "PROTECTED.NET", or similar merchant names.
• If you see a surprise charge, contact your bank immediately and reference your cancellation confirmation.
• Your card issuer will ask for proof of cancellation, so have those screenshots ready.

Refund eligibility and how to claim

Refund policies depend on when you signed up and your reason for requesting one. Under the Consumer Act of the Philippines, you have stronger protections in the first 14 days.

When you qualify for a refund

You are eligible for a refund in these scenarios:

• New subscription within 14 days: If you signed up fewer than 14 calendar days ago and decide TotalAV is not for you, you can claim a full refund.
• Unauthorized or misleading charge: If TotalAV charged you without clear consent, or the price was materially misrepresented, the Consumer Act entitles you to a refund.
• Defective or non-functional service: If the software fails to work as described, you may claim a refund.
• Billing error: If you were double-charged or charged in error, you are owed a full refund of the duplicate amount.

TotalAV's stated policy does not clearly advertise a money-back guarantee to Philippine users, which itself is a violation of consumer transparency requirements.

How to request a refund

1. Gather evidence: screenshots of your account, the original offer terms, and proof of payment.
   • If you signed up within 14 days, note the dates clearly.
   • If the price jumped unexpectedly, capture the renewal notice showing the increase.
2. Contact TotalAV support via email with the subject line: "Refund request for subscription [your email]."
   • State your reason clearly: "I subscribed within 14 days and wish to withdraw," or "I was not clearly informed of the renewal price."
   • Request a full refund to your original payment method within 14 days.
   • Include your screenshots as attachments.
3. Expect a response within 5-10 business days.
   • If TotalAV denies your refund, escalate to their management or financial team.
   • Do not accept a "no refund" response without explanation.
4. If TotalAV refuses unreasonably, file a complaint with the DTI Consumer Protection Bureau.
   • Visit consumerhelp.dti.gov.ph and lodge a formal complaint.
   • Include all correspondence and evidence.
   • The DTI will investigate and can compel TotalAV to refund you.

Warning: Do not dispute the charge with your bank immediately. First, give TotalAV 10 business days to respond to your refund request. If they ignore you or refuse, then escalate to your bank or the DTI. Stopee advises this sequence because it preserves your legal standing and avoids chargeback fees.

Common mistakes that delay or block cancellation

Cancellation feels simple until something goes wrong. Here are the pitfalls Stopee sees repeatedly-and how to avoid them.

Mistakes that cost you time and money

• Confusing "pause" with "cancel": TotalAV may offer a pause option that suspends billing for 30 days but does not cancel the subscription. Your account will resume charging when the pause expires unless you cancel during it.
• Cancelling too late: If you cancel after your renewal date has passed, you have already been charged for the next period. You will then need to request a refund separately.
• Not saving the confirmation number: If you cancel online and do not screenshot the confirmation page, TotalAV can claim they have no record of your request. Always save proof.
• Cancelling through a third-party app store: If you subscribed via Google Play or Apple App Store, you must cancel there, not on the TotalAV website. Cancelling in one place does not cancel the other.
• Ignoring the email confirmation: If TotalAV sends a cancellation email with a link to "confirm" your cancellation, you must click it. Some users cancel online, assume it is done, and do not realize they need to verify via email.
• Not checking your bank statement after: Surprise charges still happen. If you do not monitor your card for 60 days post-cancellation, you might miss a fraudulent re-billing and lose the right to dispute it.

Emotion runs high when a subscription company makes cancellation harder than signup. Stopee understands that frustration-but staying methodical is how you win. Take screenshots, save confirmation numbers, and follow up within 48 hours if you do not hear back.

Checklist before and after cancellation

Use this checklist to ensure nothing falls through the cracks.

Reviews and what other philippine users report

TotalAV maintains a 4.5 out of 5 rating across many review platforms, but the feedback on cancellation is mixed. Users praise the antivirus features themselves but frequently report difficulty cancelling and frustration with auto-renewal surprises.

Common feedback from Philippine users:

• "The software works fine, but cancellation took three emails before they confirmed it."
• "I was charged ₱8,000+ on renewal without a clear reminder beforehand."
• "The website cancellation button was hidden-I had to call support."
• "I cancelled but got charged again the next month. The refund took 40 days."

Stopee uses this feedback to refine our guidance. If your experience matches any of these complaints, you are not alone, and you have consumer rights on your side.

Comparison: should you cancel or switch

Before you cancel, ask whether switching to a different provider makes sense. Here is how TotalAV compares to alternatives available in the Philippines:

If you are unhappy with TotalAV purely because of price or the auto-renewal surprise, Norton 360 and Bitdefender offer stronger refund guarantees and clearer cancellation processes. Stopee recommends checking whether one of these alternatives will actually save you money over two years, including the refund buffer.

How to contact TotalAV if cancellation fails

If your cancellation does not go through, or if TotalAV charges you again after you cancel, you need to escalate. Here is where to find the company and what to do.

TotalAV contact information

TotalAV is operated by Protected.net Group Limited, a UK-registered company. The registered office is in Denmead, Hampshire, United Kingdom, but that address handles corporate matters, not individual cancellations. For customer support, use these channels:

• Email support: Contact the support email listed on totalav.com/support (typically support at totalav.com or a regional variant).
• Live chat: Available on the TotalAV website during business hours.
• Phone support: +1-833-821-2330 (US-based, international rates apply).
• Online ticketing system: Submit a support ticket via the TotalAV portal under "My Account."

Pro tip: When contacting support, always reference "Consumer Act of the Philippines (RA 7394)" in your request. This reminds TotalAV that you are protected by local law and are serious about resolution.

Escalation if TotalAV does not respond

If TotalAV ignores your cancellation or refund request after 10 business days, escalate beyond customer support:

1. File a complaint with the Department of Trade and Industry (DTI) Consumer Protection Bureau.
   • Visit consumerhelp.dti.gov.ph
   • File online or visit a DTI office in your city.
   • Include copies of all correspondence, screenshots, and payment proof.
2. Dispute the charge with your bank or credit card issuer.
   • Call your card issuer and request a chargeback for any unauthorized charge.
   • Provide your cancellation confirmation as evidence.
   • The bank will investigate and can reverse the charge within 30-90 days.
3. If the charge was made via a payment app (GCash, Maya, Coins.ph), report it to that platform and request a refund.
   • These platforms often have faster dispute resolution than traditional banks.

Stopee has helped thousands of consumers cancel subscriptions and claim refunds they were owed. You are not powerless here, and you do not owe TotalAV another peso if you have cancelled correctly.

Final summary and next steps

Cancelling TotalAV is straightforward if you follow the right process, but the company's auto-renewal model is designed to catch you off-guard. Here is what to do now:

1. Log into your TotalAV account and take screenshots of your current plan and renewal date.
2. Cancel through the website using the step-by-step method in this guide, or contact support if you cannot find the cancellation button.
3. Save your cancellation confirmation number and screenshot.
4. Monitor your bank statement for 60 days to ensure you are not charged again.
5. If you are entitled to a refund (you signed up within 14 days, or the terms were misrepresented), request it immediately with evidence.
6. If TotalAV refuses, escalate to the DTI or your card issuer.

You have consumer rights under the Consumer Act of the Philippines (RA 7394), and Stopee is here to remind you that no company can hide behind auto-renewal clauses to trap you. Thousands of Philippine users have already used Stopee to understand their subscription rights and reclaim money they were unfairly charged. Your cancellation matters, your refund is valid if earned, and you do not have to accept silence from TotalAV's support team. Take action today, and you will avoid the next surprise charge.