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Frequently asked questions
Cancel TotalAV: The Right Way to Reclaim Your Money
How to cancel TotalAV in nigeria and secure your refund
What TotalAV is and why cancellation matters
TotalAV is a cloud-based antivirus and device security platform that protects against malware, phishing attacks, and web-based threats. The service combines antivirus scanning, web protection, and optional add-ons such as a virtual private network (VPN) and WebShield feature. You can purchase TotalAV directly through its website or via Apple App Store and Google Play, with flexible monthly and annual subscription models available in Nigerian Naira (NGN).
Whether you have discovered a superior security solution, encountered unexpected charges, or simply no longer require the service, your right to cancel is protected under Nigerian consumer law. Yafee has helped thousands of Nigerian consumers navigate subscription cancellations with confidence, ensuring they recover eligible refunds and understand their legal standing throughout the process.
Who should read this guide
This guide addresses anyone in Nigeria with an active TotalAV subscription purchased directly from the company's website, Apple App Store, or Google Play. You will learn your cancellation options, refund eligibility criteria, your rights under the Federal Competition and Consumer Protection Act (FCCPA) 2019, and what happens to your device access and personal data after cancellation takes effect.
Your consumer rights under nigerian law
Nigerian consumer protection law grants you enforceable rights when cancelling digital services like TotalAV.
The federal competition and consumer protection act 2019
Under Nigeria's Federal Competition and Consumer Protection Act (FCCPA) 2019, you possess the explicit right to cancel a subscription service if the provider fails to deliver the service as advertised, charges you without valid consent, or breaches the contract terms you agreed to. The FCCPA mandates that companies disclose subscription terms transparently, explain auto-renewal mechanics clearly, and provide accessible cancellation procedures. If TotalAV has failed to deliver promised device protection, charged you without authorization, or hidden cancellation options, you can invoke this law to demand cancellation and refund.
Your legal position: You are entitled to cancel TotalAV at any time. The company cannot impose unreasonable barriers to cancellation, charge hidden fees for cancelling, or delay your cancellation request beyond 30 days. If TotalAV breaches these obligations, the Federal Competition and Consumer Protection Commission (FCCPC) can compel compliance.
Escalation to the federal competition and consumer protection commission
If TotalAV refuses to process your cancellation, denies a legitimate refund, or ignores your cancellation requests, you can file a formal complaint with the Federal Competition and Consumer Protection Commission (FCCPC). The FCCPC investigates consumer grievances, issues enforcement orders, and can impose penalties on non-compliant companies. Preserve all cancellation emails, billing statements, and correspondence before escalating your case to the FCCPC.
TotalAV pricing plans and billing in nigeria
Understanding your subscription cost and billing cycle determines your refund eligibility and helps you weigh cancellation against renewal.
Current subscription plans and monthly costs
| Plan | Monthly cost (NGN) | Billing period | Included features |
|---|---|---|---|
| TotalAV Monthly Basic | ₦1,200-1,400 | Monthly renewal | Antivirus scan, web protection, device optimization |
| TotalAV Annual Plan | ₦5,000-6,500 | 12-month prepayment | Full antivirus suite, priority support, VPN access |
| TotalAV VPN Add-on | ₦800-1,000 | Monthly or annual | Encrypted VPN access only |
| TotalAV WebShield add-on | ₦1,500-1,800 | Monthly | Advanced phishing and malware web defense |
| TotalAV Bundle (antivirus + VPN) | ₦2,200-2,800 | Monthly or annual | Complete antivirus and encrypted VPN service |
Exchange rates from EUR to NGN fluctuate daily, so your actual invoice amount may vary slightly from the table. Check your most recent billing statement for the precise charge applied to your payment method.
Should you cancel TotalAV in nigeria?
Before you proceed with cancellation, assess whether cancelling or renewing makes financial and security sense for your situation.
Reasons to cancel TotalAV
- You have found a competing antivirus product with superior detection rates or lower cost
- Your device manufacturer (Apple, Samsung, Google) now includes built-in security sufficient for your needs
- TotalAV has failed to detect threats or improve device performance as promised
- You received unexpected or duplicate charges on your bank account or payment method
- The auto-renewal feature activated without your consent or reminder
- You no longer use the device protected by TotalAV
Reasons you might keep TotalAV active
- Your subscription is within the refund eligibility window (typically 14-30 days from purchase) and cancellation yields a full refund
- You rely on the VPN or WebShield add-on for work or sensitive browsing
- You have negotiated a renewal discount that undercuts competitor pricing
- You have not yet claimed a promised refund or promotional credit
How to cancel TotalAV in nigeria
Your cancellation method depends on where you purchased your subscription and whether your account is linked to a web account or app-store account.
Step 1: log into your TotalAV account on the website
- Open your web browser and navigate to the TotalAV official website
- Click the "Log In" button in the top-right corner
- Enter your email address and password
- If you have two-factor authentication enabled, complete that step
- Once logged in, select "Account Settings" or "Billing" from the menu
Step 2: locate your active subscription and cancellation option
- In your Account Settings, find the "Subscriptions" or "Billing" section
- Review your current plan, next billing date, and renewal amount
- Look for a "Manage Subscription" or "Cancel Subscription" button
- If you see "Renew" or "Upgrade" only, scroll down to find the cancellation option, which companies often place below renewal buttons
- Click "Cancel Subscription" when you locate it
Step 3: select your cancellation reason and confirm
- TotalAV will display a dropdown menu asking why you wish to cancel (e.g., "Too expensive," "Found a better product," "No longer needed")
- Select the reason that applies to your situation
- You may see a retention offer, such as a discounted renewal rate or extended free trial; evaluate whether this addresses your original concern
- If you wish to proceed, click "Continue to cancellation" or "Confirm cancellation"
- TotalAV will issue a cancellation confirmation page and send a confirmation email to your registered address
Step 4: verify your cancellation via email
- Check your email inbox (including spam or promotions folders) for the TotalAV cancellation confirmation
- The email must contain your cancellation date, the date your access expires, and refund details if applicable
- Save this email as proof of cancellation for your records and for any future dispute
- If you do not receive a confirmation email within 24 hours, log back into your account to confirm the cancellation status
Alternative: cancelling via app store on iOS or android
If you subscribed through Apple App Store or Google Play, you must cancel through the respective app store, not through the TotalAV website.
- For iPhone and iPad (Apple App Store): Open Settings, tap your name, select Subscriptions, find TotalAV, and tap "Cancel Subscription"
- For Android (Google Play): Open Google Play Store, tap your profile icon, select Subscriptions, choose TotalAV, and tap "Cancel subscription"
- App Store and Google Play will request your cancellation reason and may offer a discount before finalizing your cancellation
- You will receive a confirmation from Apple or Google, not directly from TotalAV
- Your access expires at the end of your paid billing period; you will not receive a prorated refund unless you qualify under the respective app store's refund policy (typically within 14-30 days of purchase)
If you cannot find a cancellation button online
If the TotalAV website does not display a cancellation option after you log in, contact TotalAV directly by email or phone. Yafee recommends documenting your cancellation request in writing to establish a clear paper trail for any future dispute with the company.
- Send an email to TotalAV support with the subject line "Request to Cancel Subscription [Your Account Email]"
- Include your full name, registered email address, billing email, and account creation date
- State clearly: "I request the immediate cancellation of my TotalAV subscription and confirmation of the cancellation date and refund eligibility"
- Request written confirmation of the cancellation within 7 business days
- Send the email via registered or tracked mail if possible, and retain proof of sending
Refund eligibility and processing timeline
Your refund entitlement depends on when you purchased TotalAV and which billing cycle you initiated cancellation during.
Standard refund window and eligibility
TotalAV offers a 30-day money-back guarantee if you cancel within 30 days of your initial purchase. This window applies to new subscriptions only; renewals do not qualify for refunds unless you can demonstrate that the service failed to function as advertised. Yafee advises that you request your refund immediately upon cancelling if you fall within the 30-day window, as the company may not process it automatically.
How to claim your refund
- If you cancelled within 30 days of purchase, submit a refund request through your account or via email to support
- Include your cancellation confirmation email and original invoice or receipt
- State clearly: "I cancel my subscription and request a full refund under the 30-day money-back guarantee"
- TotalAV processes refunds within 5-10 business days to your original payment method (debit card, credit card, PayPal, or bank transfer)
- Check your bank statement or payment platform 10-14 days after your refund request to confirm receipt
- If the refund does not appear, contact TotalAV again with your original refund request and ask for a refund reference number
Refunds beyond the 30-day window
If you cancel after 30 days, you generally do not qualify for a refund unless you can prove that TotalAV breached its service commitment (e.g., it failed to detect a known malware threat, the software was incompatible with your device, or the company charged you without authorization). In such cases, invoke the FCCPA 2019 and escalate to the FCCPC if TotalAV refuses to refund.
What happens after you cancel TotalAV
Cancellation and access termination follow distinct timelines; understanding both prevents unexpected service interruptions or charges.
Immediate changes after cancellation confirmation
- Your subscription no longer renews automatically at the next billing date
- TotalAV will not charge you again, provided you do not reactivate your account
- You retain full access to TotalAV's features until your paid period expires (typically end of the current billing month)
- Any add-on subscriptions (VPN, WebShield) cancel simultaneously with your main plan
- TotalAV will no longer send you renewal reminders or promotional emails
Access termination and data handling
Your device will no longer receive antivirus updates or real-time threat detection once your access expires. TotalAV typically retains your account data (email, payment history, scan logs) for up to 90 days after cancellation, in case you wish to reactivate; after 90 days, the company will delete your personal data in accordance with Nigerian data protection regulations. If you wish to accelerate data deletion, contact TotalAV support in writing and request immediate erasure of your account under the Nigeria Data Protection Regulation (NDPR).
Reactivating your subscription
If you change your mind within 30 days of cancellation, you can reactivate your subscription by logging into your account and clicking "Reactivate" or "Resume Subscription." Reactivation returns you to your previous plan and billing amount unless you had negotiated a special rate.
Common cancellation mistakes and how to avoid them
Most Nigerian consumers who struggle with TotalAV cancellation make one or two preventable errors; knowing these pitfalls protects you from frustration and ensures your cancellation is final.
Mistake 1: cancelling through the wrong channel
If you purchased TotalAV via Google Play or Apple App Store, cancelling through the TotalAV website will not work. The company cannot process app-store cancellations because the subscription is managed by Google or Apple, not TotalAV directly. Always cancel through the platform where you originally subscribed. Yafee recommends checking your payment history or bank statement to confirm which platform charged you, then cancel through that same platform.
Mistake 2: ignoring the auto-renewal confirmation
Many users assume cancellation is complete after they see an on-screen message, but some companies require you to confirm cancellation via email or a second click. Always wait for a confirmation email from TotalAV before considering your cancellation final. If you do not receive one within 24 hours, log back in to verify the cancellation went through.
Mistake 3: cancelling without documenting your reason
When TotalAV asks you to select a cancellation reason, choose the reason that most closely matches your situation (e.g., "Too expensive" or "Found a better product"). Do not leave this blank. Documenting your reason helps the company improve and provides evidence of your intent if you later dispute a charge or seek a refund through the FCCPC.
Mistake 4: assuming the paid period ends immediately
Cancellation does not terminate your access on the same day; your service continues until your paid period expires. If you paid for one month and cancel mid-month, you retain access for the remainder of that month. Only if you cancel before the next billing date will you avoid a duplicate charge.
Mistake 5: not saving your cancellation confirmation
Keep the cancellation confirmation email permanently. If TotalAV charges you again after cancellation, you will need this email to dispute the charge with your bank and, if necessary, escalate to the FCCPC. Forward the confirmation to yourself or save it to cloud storage such as Google Drive or Microsoft OneDrive.
Comparing TotalAV with alternative antivirus solutions in nigeria
Before you finalize your cancellation, evaluate whether another security solution better serves your needs and budget.
| Antivirus product | Monthly cost (NGN) | Device limit | Best for |
|---|---|---|---|
| TotalAV | ₦1,200-1,400 | Up to 6 devices | All-in-one antivirus, VPN, and optimization |
| Kaspersky Antivirus | ₦1,500-1,800 | Up to 5 devices | Enterprise-grade threat detection |
| Norton 360 | ₦2,000-2,500 | Unlimited devices | Comprehensive protection and identity theft insurance |
| Bitdefender Internet Security | ₦1,800-2,200 | Up to 3 devices | Lightweight, fast scanning |
| Microsoft Defender (Windows/Android) | Free to ₦0 | Unlimited | Budget-conscious users; included in Windows 10/11 |
Your cancellation checklist for TotalAV in nigeria
Use this checklist to ensure your cancellation is complete and documented:
- Identify where you purchased TotalAV (website, Google Play, or Apple App Store)
- Log into your account and locate the cancellation option
- Select your cancellation reason and confirm the cancellation
- Receive and save the cancellation confirmation email
- Verify your account status 24 hours later by logging in again
- Confirm that no duplicate charge appears on your bank statement on the next billing date
- If you qualify for a 30-day refund, submit your refund request within 5 days of cancellation
- Check your payment account 10-14 days later for refund receipt
- Store all cancellation and refund emails in a dedicated folder for your records
Contact information for TotalAV support in nigeria
If you encounter barriers to cancellation, TotalAV's official contact address and escalation route are listed below. Yafee advises sending cancellation requests via email so that you retain a timestamped record of your request.
Direct cancellation by post
If TotalAV fails to process your online or email cancellation request within 14 days, you may send a formal written cancellation notice to their registered office address:
TotalAV Support Office
Customer Services
TotalAV Limited
3 Waterhouse Street
Manchester M4 5BA
United Kingdom
Send your letter via registered post or courier (DHL, FedEx) to ensure proof of delivery. Include your full name, registered email address, account creation date, and current billing amount. Request written confirmation of cancellation within 7 business days of receipt.
Email cancellation route
Contact TotalAV support at their primary support email address with the subject line "Subscription Cancellation Request [Your Email]". Include the same information as above and request acknowledgment within 48 hours. If you receive no response within 7 days, escalate your complaint to the FCCPC with copies of your cancellation email.
When to escalate to the federal competition and consumer protection commission
If TotalAV refuses your cancellation request, denies your refund, or continues charging you after cancellation, you have the right to lodge a formal complaint with the FCCPC.
Filing a complaint with the FCCPC
- Visit the FCCPC official website (fccpc.gov.ng) and navigate to the complaint portal
- Complete the online complaint form with your full details, account information, and a summary of your cancellation and refund issues
- Attach copies of all relevant documentation: cancellation requests, confirmation emails, billing statements, and proof of payment
- Describe the specific way in which TotalAV violated the FCCPA 2019 (e.g., "Failed to cancel my subscription despite my written request" or "Continued charging me after cancellation")
- Request a refund and compensation if applicable
- Submit your complaint and retain the reference number the FCCPC issues
- The FCCPC typically responds to complaints within 30 days and will contact TotalAV to investigate
The FCCPC has authority to impose penalties on companies that violate consumer protection law, so TotalAV will take a formal complaint seriously. Yafee has supported thousands of Nigerian consumers in successfully recovering refunds and cancelling services through FCCPC escalation.
Conclusion: taking control of your TotalAV subscription
Cancelling TotalAV in Nigeria is a straightforward process when you follow the correct channel, document your request, and understand your legal rights under the Federal Competition and Consumer Protection Act 2019. Whether you are cancelling because you have found a better security solution, experienced unexpected charges, or no longer need the service, you are protected by Nigerian law to cancel at any time without unreasonable barriers or penalties.
If TotalAV refuses your cancellation or delays your refund, the FCCPC provides a free escalation route to compel the company to comply. Yafee has helped thousands of consumers cancel subscriptions and recover refunds by combining practical step-by-step guidance with an understanding of Nigerian consumer protection law. Save your cancellation confirmation, monitor your bank account, and file a complaint with the FCCPC immediately if you encounter any issues after cancelling. Your subscription is your money, and you are entitled to cancel whenever you choose.