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Frequently asked questions
Cancel TotalAV: Step-by-Step Guide
How to cancel TotalAV in new zealand and reclaim your money
What is TotalAV and why new zealand users subscribe
TotalAV is a cross-platform security suite that protects your Windows, macOS, iOS and Android devices from malware, spyware and web-based threats. The software combines antivirus detection, real-time web protection, a VPN add-on and device cleanup tools into a single subscription package.
You can purchase TotalAV directly from the company's website or through app stores including the Apple App Store and Google Play. The service offers monthly, annual and bi-annual plans, often promoted at discounted rates that can make cancellation confusing when you decide to stop paying.
How TotalAV bills new zealand customers
TotalAV charges you in New Zealand dollars (NZD) via the platform where you made your purchase. Monthly subscriptions renew automatically every 30 days, while annual plans renew each year. The company enables auto-renewal by default, meaning you will continue to pay unless you actively cancel before your next billing date.
TotalAV pricing in new zealand
This table shows what TotalAV costs across its main subscription tiers in NZD.
| Plan | Price (NZD) | Billing cycle | Key features |
|---|---|---|---|
| TotalAV monthly subscription | $14.99 | Monthly | Full antivirus, web shield, VPN, spam filter |
| TotalAV annual plan | $84.99 | 12 months | Full antivirus, web shield, VPN, spam filter |
| TotalAV VPN add-on | $9.99 | Monthly | VPN service only |
| TotalAV WebShield monthly | $14.99 | Monthly | Web protection only |
| TotalAV 2025 annual plan | $89.90 | 12 months | Full antivirus, web shield, VPN, spam filter |
Annual plans cost significantly less per month than monthly subscriptions, but they lock you in for a full year. If you purchased during a promotional offer, your renewal price may be higher than the discounted rate you initially paid.
Reasons to cancel TotalAV
You may cancel TotalAV because the software slows your device, you have 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 from unwanted charges.
Your consumer rights when cancelling TotalAV
New Zealand consumer law gives you strong protections when cancelling software subscriptions. Understanding these rights empowers you to push back if TotalAV refuses a refund.
The consumer guarantees act 1993 and subscription services
Under the Consumer Guarantees Act 1993, services supplied in New Zealand must be fit for purpose, delivered with reasonable care and skill, and match any description TotalAV provided to you. If the software fails to 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 does not actually deliver, the Commerce Commission enforces your right to a remedy.
Your legal position: You have a statutory right to a refund if TotalAV's service does not match what was advertised or fails to perform its core functions. This right exists independently of TotalAV's own cancellation policy.
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 notify TotalAV within that window. This right applies regardless of whether TotalAV offers its own money-back guarantee.
How to cancel TotalAV step-by-step
Your cancellation method depends on where you bought TotalAV, as each platform has its own process. Using the correct method ensures your cancellation is processed without delay.
Cancel TotalAV via the website (for direct purchases)
Cancelling through TotalAV's official website is the most straightforward route if you bought directly from totalav.com.
- Visit totalav.com and log into your account using your email address and password.
- If you have forgotten your password, click "Forgot password" on the login page.
- Navigate to your account settings or subscription management page.
- This is typically found under "My Account", "Billing" or "Subscriptions" in the main menu.
- Locate your active subscription and select "Cancel subscription" or "Manage plan".
- Do not simply stop using the software; actively cancel to prevent future charges.
- Follow the on-screen prompts to confirm your cancellation.
- TotalAV may offer a discount to retain you; decline this unless you genuinely want to stay.
- Wait for a confirmation email from TotalAV to your registered email address.
- Save this email as proof of cancellation.
Cancel TotalAV via the apple app store
If you purchased TotalAV through the Apple App Store on your iPhone, iPad or Mac, you must cancel through Apple's subscription management system.
- Open the App Store app on your Apple device.
- On iPhone or iPad, tap the profile icon in the top-right corner.
- On Mac, click your name in the top-left corner of the App Store window.
- Select "Subscriptions" from the menu.
- You will see all active subscriptions linked to your Apple ID.
- Locate TotalAV in your subscriptions list and tap it.
- The subscription details will show your next billing date.
- Tap "Cancel subscription" or the red "X" icon next to TotalAV.
- Apple will ask you to confirm the cancellation and may offer retention incentives.
- Wait for Apple's confirmation email, which also confirms cancellation to TotalAV.
- Keep this email for your records.
Cancel TotalAV via google play
If you purchased TotalAV through Google Play on an Android device, you must cancel through Google's subscription management system.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top-right corner.
- Select "Payments and subscriptions" and then "Subscriptions".
- You will see all active subscriptions linked to your Google account.
- Tap on TotalAV in your subscriptions list.
- The subscription details will display your next billing date.
- Tap "Cancel subscription" at the bottom of the screen.
- Google will ask you to confirm the cancellation.
- Wait for Google's confirmation, which notifies TotalAV of your cancellation.
- Save the confirmation for your records.
Cancel TotalAV by contacting customer support
If you cannot cancel through the website or app stores, contact TotalAV's customer support team directly. This method is slower but leaves a documented trail of your cancellation request.
- Visit TotalAV's contact page and locate customer support options.
- TotalAV typically offers email, live chat and phone support.
- Send an email or start a live chat requesting cancellation of your subscription.
- Include your full name, email address and account details (such as your subscription number).
- Clearly state: "I request immediate cancellation of my TotalAV subscription, effective today."
- Ask for a written cancellation confirmation email from TotalAV.
- Do not accept a verbal confirmation; insist on a written record.
- Check your bank or payment method to confirm the charges have stopped.
- This usually takes 1-2 billing cycles to take effect.
How to request a refund from TotalAV
Cancelling your subscription and requesting a refund are two separate actions. Yafee advises you to request a refund explicitly, as TotalAV does not automatically issue one.
Refunds within the 14-day cooling-off period
If you purchased TotalAV within the last 14 days, you have a statutory right to a full refund under distance selling rules, regardless of whether you have used the software.
- Contact TotalAV in writing (email is acceptable) and state: "I exercise my right to cancel this purchase within the 14-day cooling-off period and request a full refund."
- Include your order number, purchase date and the email address associated with your account.
- Send this request to TotalAV's customer support email address.
- Check your order confirmation email for the correct support address.
- Keep a copy of your email and any confirmation response.
- Yafee recommends taking a screenshot of your email's sent confirmation.
- Monitor your bank account or payment method for a refund within 14 days.
- Refunds can take up to 14 days to appear, depending on your bank.
Refunds beyond the 14-day period
If you are beyond the 14-day cooling-off period, you can still request a refund if TotalAV has failed to deliver on its promises or if the software does not work as advertised.
- Document the specific problems you experienced with TotalAV.
- For example: "The antivirus failed to detect malware," or "The VPN repeatedly disconnected."
- Take screenshots or record dates and times of failures.
- Contact TotalAV and explain why the software has not met your expectations.
- Reference the Consumer Guarantees Act 1993, which requires services to be fit for purpose.
- State: "I request a refund because this service has not been fit for purpose."
- If TotalAV refuses, escalate your complaint to the Commerce Commission.
- The Commerce Commission is New Zealand's consumer protection authority and enforces the Fair Trading Act 1986.
- You can file a complaint on the Commerce Commission website at www.comcom.govt.nz.
After you cancel TotalAV
Cancelling your subscription does not immediately remove the software from your device. You have several follow-up tasks to complete the process fully.
Uninstall the TotalAV software
After cancellation is confirmed, uninstall TotalAV from your devices to free up storage space and avoid confusion.
- On Windows: Go to Settings > Apps > Apps and features, find TotalAV, and click Uninstall.
- On macOS: Open Applications, locate TotalAV, and drag it to the Trash. Empty Trash to complete removal.
- On iPhone or iPad: Press and hold the TotalAV app icon on your home screen, select "Remove App", then "Delete App".
- On Android: Open Google Play Store, go to your apps, find TotalAV, and tap "Uninstall".
Verify the cancellation with your bank
Contact your bank or payment provider to confirm that TotalAV charges have stopped. If you cancelled using a credit card, you can also review your online banking portal to check recent transactions.
If you see a charge from TotalAV after your cancellation date, contact TotalAV immediately and request a refund. If TotalAV refuses, file a dispute with your bank within 90 days of the unauthorised charge.
Common mistakes when cancelling TotalAV
Most cancellations fail because users overlook simple procedural steps. Taking care now prevents frustration and wasted money later.
Mistake 1: assuming deletion means cancellation
Deleting the TotalAV app from your device does not cancel your subscription. The software will reinstall on your next login, and your subscription will continue to renew. Always cancel through your account settings or the app store before uninstalling.
Mistake 2: ignoring the confirmation email
Do not assume your cancellation is complete until you receive a written confirmation email from TotalAV or the app store. Without this proof, TotalAV may claim you never cancelled and continue billing your account.
Mistake 3: cancelling on the wrong date
If you cancel on the day your subscription renews, you may be charged for another billing cycle. Cancel before your next billing date to avoid this. Check your most recent TotalAV receipt for your exact renewal date.
Mistake 4: not requesting a refund explicitly
Cancellation and refund requests are separate actions. Simply cancelling your subscription does not automatically trigger a refund. Contact TotalAV and explicitly ask for your money back within 14 days of purchase.
Mistake 5: failing to follow up if TotalAV refuses
If TotalAV denies your refund request beyond the 14-day window, escalate to the Commerce Commission. Yafee recommends documenting all communications with TotalAV and submitting them with your complaint to strengthen your case.
Checklist for cancelling TotalAV
Use this checklist to ensure you have completed every step of the cancellation process.
| Task | Status | Date completed |
|---|---|---|
| Log into your TotalAV account or app store | [ ] Complete | ___________ |
| Locate your subscription and select "Cancel" | [ ] Complete | ___________ |
| Confirm the cancellation on screen | [ ] Complete | ___________ |
| Receive and save confirmation email from TotalAV | [ ] Complete | ___________ |
| Request a refund if within 14 days of purchase | [ ] Complete | ___________ |
| Uninstall the TotalAV software from all devices | [ ] Complete | ___________ |
Comparing TotalAV to other antivirus options
If you are cancelling TotalAV because you want a different antivirus solution, consider how other providers compare. This table shows how TotalAV pricing stacks up against alternatives in the New Zealand market.
| Provider | Annual price (NZD) | Money-back guarantee | Platforms covered |
|---|---|---|---|
| TotalAV | $84.99 | 30 days | Windows, macOS, iOS, Android |
| Bitdefender Total Security | $119.99 | 30 days | Windows, macOS, iOS, Android |
| Norton 360 Deluxe | $129.99 | 60 days | Windows, macOS, iOS, Android |
| McAfee Total Protection | $99.99 | 30 days | Windows, macOS, iOS, Android |
| Windows Defender (built-in) | Free | N/A | Windows only |
How yafee helps you cancel TotalAV
Yafee is a consumer contract cancellation platform that specialises in helping New Zealand customers cancel unwanted subscriptions, including software services like TotalAV. Yafee guides you through every step of the cancellation process and ensures you understand your legal rights under New Zealand consumer law.
If you are unsure whether your refund request falls within the 14-day cooling-off period or whether TotalAV's service breaches the Consumer Guarantees Act 1993, Yafee's resources clarify your position. Furthermore, Yafee has helped thousands of consumers cancel recurring charges and recover refunds when providers refused to act.
Whether you are cancelling TotalAV directly or need guidance on escalating a dispute with the Commerce Commission, Yafee provides step-by-step checklists, email templates and legal reference materials to support your claim. Many users find that Yafee's templates accelerate their refund requests because they cite the relevant legislation and use language that subscription providers recognise and respect.
Consequently, cancelling through a structured process on Yafee reduces the risk of failed cancellations and missing refund deadlines. Yafee's platform is free to use and takes approximately 10 minutes to complete for most SaaS subscriptions.
Contacting TotalAV in new zealand
TotalAV does not publish a specific New Zealand mailing address. The company operates globally and processes cancellations through its website or customer support email. Consequently, the most reliable way to cancel is through your account portal on totalav.com or via your Apple App Store or Google Play subscription settings.
For escalation purposes, you can contact TotalAV's parent company, which is incorporated in the United States. However, your statutory rights under New Zealand law (the Consumer Guarantees Act 1993 and Fair Trading Act 1986) take precedence over TotalAV's terms of service. If TotalAV refuses to honour your refund request, file a complaint with the Commerce Commission, which will investigate on your behalf.
Commerce Commission contact details:
- Website: www.comcom.govt.nz
- Email: [email protected]
- Phone: 0800 943 600 (toll-free)
Summary: how to cancel TotalAV quickly and recover your money
Cancelling TotalAV is straightforward if you follow the correct procedural steps. Cancel through the website, Apple App Store or Google Play depending on where you purchased, and request a cancellation confirmation email. Within 14 days of purchase, you have a statutory right to a full refund under distance selling rules.
Beyond 14 days, you can still claim a refund if TotalAV has failed to deliver on its promises under the Consumer Guarantees Act 1993. Document the specific problems you experienced and cite the relevant legislation in your refund request. If TotalAV refuses, escalate to the Commerce Commission, which enforces New Zealand consumer protection law.
Yafee has helped thousands of consumers cancel subscriptions and recover refunds by providing structured cancellation guidance, email templates and legal references. Visit Yafee today to cancel TotalAV with confidence and reclaim your money within the statutory timeframe.