Manage Totalav

How to cancel TotalAV and protect your money in south africa

What TotalAV is and why you might want to cancel

TotalAV is a subscription-based antivirus and system optimisation service that combines malware protection, VPN access, and device cleanup tools across multiple devices. You can purchase it directly from the TotalAV website or through the Apple App Store and Google Play Store for mobile devices.

If you've subscribed and now want to cancel, you have clear options in South Africa. Whether you purchased on the web or via an app store, this guide walks you through the exact steps, your refund rights, and what happens after you cancel.

Why consumers cancel TotalAV

You might cancel because you've found an alternative solution, the service doesn't meet your needs, or you want to reduce your monthly expenses. Whatever your reason, you deserve a straightforward cancellation process without hidden obstacles.

Your consumer rights under south african law

South Africa's Consumer Protection Act (CPA) gives you concrete protection when you buy digital services like TotalAV.

The 7-day cooling-off period

If you were sold the subscription as an unsolicited agreement (for example, during a promotional campaign or through a third party), you have the right to cancel within 7 days of purchase and receive a full refund. This cooling-off period applies even if you've already used the service.

Your right to clear cancellation terms

Under the CPA, TotalAV must provide you with transparent cancellation terms before you pay. If the cancellation process is deliberately hidden or made unnecessarily difficult, the National Consumer Commission (NCC) can intervene. Stopee recommends documenting all cancellation attempts if the company makes the process difficult.

TotalAV pricing in south africa

Below are the main plans and their representative pricing. Your actual ZAR pricing may differ depending on current promotions and your region.

Prices fluctuate based on seasonal promotions. Check your invoice to confirm your exact billing amount.

How to cancel TotalAV on the web

If you purchased your subscription directly from the TotalAV website, follow these steps to cancel and disable auto-renewal.

1. Visit the TotalAV website and log into your account using your registered email and password.
   • If you've forgotten your password, use the "Forgot password" link before proceeding.
2. Navigate to your account dashboard or settings menu.
   • Look for a section labeled "My Account," "Dashboard," or "Profile."
3. Select "My Subscriptions" or "Active Subscriptions."
   • This section shows all active plans tied to your account.
4. Locate your TotalAV subscription and click "Cancel Subscription" or a similar option.
   • TotalAV may ask you why you're leaving; you can skip this or provide feedback.
5. Verify your identity when prompted.
   • You may need to enter the first six digits of your payment method or confirm your registered email.
6. Confirm the cancellation by clicking the final confirmation button.
   • You should receive a confirmation email within a few minutes.

Pro tip: Screenshot or save the cancellation confirmation page. This proves you cancelled within the refund window if you need to dispute a charge later.

Disable auto-renewal on the TotalAV website

Even if you don't want an immediate refund, you should disable auto-renewal to prevent future charges. Log into your account, go to "My Subscriptions," and toggle off the auto-renewal option. This step alone stops TotalAV from charging you again after your current subscription period ends.

How to cancel TotalAV on mobile (iOS and android)

If you purchased TotalAV through the Apple App Store or Google Play Store, you must cancel through those platforms, not through TotalAV directly. This is because Apple and Google manage the billing relationship.

Cancel on iPhone or iPad (iOS)

1. Open the Settings app on your iOS device.
2. Tap your name at the top of the Settings menu.
   • This opens your Apple ID settings.
3. Select "Subscriptions."
   • You'll see all active subscriptions linked to your Apple ID.
4. Find and tap "TotalAV."
   • If you have multiple subscriptions, scroll to locate it.
5. Tap "Cancel Subscription" or a similar option.
   • Apple may offer a final deal; you can decline and proceed with cancellation.
6. Confirm your choice by tapping "Confirm" or "Yes."
   • Your subscription will end at the next billing date.

Warning: Deleting the TotalAV app from your device does NOT cancel your subscription. You must follow the steps above in Settings to stop charges.

Cancel on android (Google play)

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right corner.
   • This is usually a circular image or your initial.
3. Select "Payments and subscriptions."
   • This shows your payment history and active subscriptions.
4. Tap "Subscriptions."
   • You'll see a list of all active plans.
5. Find "TotalAV" and tap it.
   • This opens the subscription details page.
6. Tap "Cancel subscription."
   • Google may prompt you with a retention offer; select "Keep cancelled" or confirm cancellation.

Pro tip: On both iOS and Android, you'll retain access to TotalAV until the end of your current billing period. After that date, the app will no longer provide protection.

What happens immediately after you cancel

Cancelling your subscription is an emotional moment, and you may worry about what stops working right away.

Access and features during your final billing period

When you cancel, TotalAV does not cut off your access immediately. Instead, you keep full access to all premium features-antivirus scanning, VPN, password manager, system cleanup-until your current billing period ends. This means if your annual subscription renews on 15 June, and you cancel on 1 June, you still have access through 15 June.

After your subscription ends

Once your final billing period expires, the following happens:

• Premium antivirus protection stops working. Your device reverts to basic protection (if any).
• The VPN disconnects and becomes unavailable.
• The password manager still stores your passwords but you cannot access or edit them.
• System cleanup and optimisation tools are disabled.
• You will no longer receive security updates from TotalAV.

Plan your alternative antivirus solution before your TotalAV access expires to avoid leaving your device unprotected.

Will you receive a refund?

Stopee has helped thousands of consumers understand refund rights, and TotalAV offers clear windows for refunds depending on your plan and purchase method.

Refunds for web purchases

TotalAV's refund policy differs based on your subscription length:

• Annual or biannual plans: You are eligible for a full refund if you request it within 30 days of purchase or renewal.
• Monthly, quarterly, or add-on services: You are eligible for a full refund if you request it within 14 days of purchase or renewal, even if you were billed for an annual commitment.

To request a refund on a web purchase, email cancel@totalav.com with your account email, order number, and reason for the refund request. Keep this email for your records.

Refunds for iOS and android purchases

If you purchased through the Apple App Store or Google Play Store, TotalAV does not handle your refund. Instead, you must request a refund directly from Apple or Google:

• Apple App Store: Visit reportaproblem.apple.com, select your TotalAV purchase, and request a refund. Apple typically processes refunds within 5 to 7 business days.
• Google Play: Open Google Play Store, go to "Payments and subscriptions," tap "Subscriptions," select TotalAV, and tap "Request refund." Google processes refunds within a similar timeframe.

Important: Simply cancelling auto-renewal does not automatically trigger a refund. You must actively request a refund within the eligible window. Stopee recommends submitting refund requests immediately if you change your mind about the service.

Cooling-off refunds under south african law

If you purchased TotalAV as an unsolicited agreement or were convinced to subscribe through pressure tactics, the Consumer Protection Act gives you a 7-day cooling-off period for a full refund. Contact cancel@totalav.com and reference the CPA cooling-off provision if this applies to your situation.

Common cancellation mistakes to avoid

Many people struggle with cancellation because they expect it to be harder than it is, or they take the wrong first step.

Mistake 1: deleting the app instead of cancelling the subscription

Your biggest risk is uninstalling TotalAV from your phone and thinking you're done. Removing the app does nothing to stop auto-renewal. Your subscription will continue to charge you every month or year. Always follow the official cancellation steps through Settings (iOS) or Google Play (Android).

Mistake 2: not checking your refund eligibility window

If you wait 45 days after purchase to request a refund, you'll miss the 30-day window for annual plans or the 14-day window for monthly plans. Stopee advises checking your invoice date immediately and calculating your deadline before contacting support.

Mistake 3: confusing "cancel subscription" with "disable auto-renewal"

On the web portal, you can toggle auto-renewal off without fully cancelling your subscription. This prevents future charges but keeps your account active. If you want to end access sooner or avoid confusion, proceed with a full cancellation instead.

Mistake 4: cancelling through an alternate email address

If you registered with one email but try to cancel using a different one, TotalAV's system may not recognise your account. Use the exact email address you provided during signup.

Mistake 5: not saving your cancellation confirmation

If a future charge appears on your statement despite cancellation, you'll need proof that you cancelled. Screenshot the confirmation page or save the confirmation email. This protects you if you need to dispute the charge through your bank.

Timeline: when does access actually end?

Understanding the timeline helps you plan a smooth transition to an alternative antivirus solution.

Cancellation checklist for south africa

Use this checklist to ensure you complete every step correctly:

• Check your invoice to find the exact purchase date and plan type.
• Calculate whether you're within the 14-day (monthly) or 30-day (annual) refund window.
• Identify whether you purchased on the web, iOS App Store, or Google Play.
• Log into your account and navigate to the correct cancellation section.
• Complete the cancellation process and save the confirmation.
• If eligible for a refund, email cancel@totalav.com or contact Apple/Google within the window.
• Check your bank statement 5 to 10 days later to confirm the refund posted.
• Download or note a backup antivirus solution before your access expires.

How to contact TotalAV for cancellation support

If you encounter problems cancelling or have questions about your refund, Stopee recommends reaching out directly to TotalAV's cancellation team.

Primary contact method

Email: cancel@totalav.com. Include your account email, order number, and a clear description of your issue. Response times typically range from 24 to 48 hours during business days.

If your email goes unanswered

If TotalAV does not respond to your cancellation or refund request within 5 business days, escalate the complaint to the National Consumer Commission (NCC) in South Africa. The NCC investigates unfair business practices, including deliberately obstructed cancellation processes. You can file a complaint online at ncc.org.za.

Final thoughts: take control of your subscriptions

Cancelling TotalAV is straightforward when you follow the correct steps for your purchase method. Whether you bought on the web or through an app store, you have clear rights under South African consumer law-including the 7-day cooling-off period and the 14 to 30-day refund window.

Stopee empowers you to cancel with confidence by providing transparent, step-by-step guidance tailored to South Africa. If TotalAV makes cancellation difficult or refuses a legitimate refund, the National Consumer Commission stands ready to enforce your rights. Don't hesitate to document every interaction and escalate if needed.

Visit Stopee at stopee.com to explore guides for cancelling other subscriptions and to share your experience. Stopee has helped thousands of consumers navigate cancellation traps and recover refunds. Your subscription should work for you, not against you.