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Frequently asked questions
Cancel TotalAV: Step-by-Step Guide
How to cancel TotalAV in south africa and protect your rights
What TotalAV is and why you might cancel
TotalAV is a subscription-based antivirus and system optimisation platform that combines malware protection, VPN access, and device cleanup tools across multiple devices. You can purchase 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 under South African law. 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. Yafee has helped thousands of consumers navigate software cancellations with confidence and clarity.
Common reasons 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 or unnecessary delays.
Your consumer rights under south african law
South Africa's Consumer Protection Act (CPA), administered by the National Consumer Commission (NCC), 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. The CPA protects this right regardless of the sales channel.
Your right to transparent 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 can intervene. Document all cancellation attempts if the company makes the process difficult-this evidence supports any complaint you lodge later.
Your legal position
You have the right to cancel TotalAV at any time after the initial cooling-off period expires. The company must honour your cancellation request within a reasonable timeframe (typically 5 to 10 business days) and stop charging your payment method. If auto-renewal charges continue after you cancel, you can dispute those charges with your bank or card issuer and escalate to the NCC if TotalAV refuses to refund them.
TotalAV pricing in south africa
Below are the main plans and their representative pricing in South African Rand.
| Plan name | Billing period | Devices covered | Key features | Typical price (ZAR approx.) |
|---|---|---|---|---|
| Mobile Security (iOS/Android) | Monthly | 1 | Mobile protection, VPN | R180-200 |
| Mobile Security (iOS/Android) | Annual | 1 | Mobile protection, VPN | R1,000-1,200 |
| Antivirus Pro (website) | Annual | 3 | Basic antivirus, malware scanning | R1,600-1,800 |
| Internet Security (website) | Annual | 6 | Antivirus, VPN, web protection | R2,100-2,300 |
| Total Security (website) | Annual | 8 | Antivirus, VPN, password manager, system cleanup | R2,400-2,600 |
Prices fluctuate based on seasonal promotions. Check your invoice to confirm your exact billing amount and renewal date.
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.
Step 1: log into your TotalAV account
- Visit the TotalAV website and log into your account using your registered email and password
- If you've forgotten your password, click the "Forgot password" link before proceeding
- Check your email inbox for the password reset link
Step 2: navigate to your subscription settings
- Navigate to your account dashboard or settings menu
- Look for a section labeled "My Account," "Dashboard," "Profile," or "Settings"
- This is usually accessible from the top-right corner of the page or a user menu
- Select "My Subscriptions" or "Active Subscriptions"
- This section shows all active plans tied to your account
- You will see your current billing period and next renewal date
Step 3: disable auto-renewal or cancel
- Locate the subscription you want to cancel and click "Cancel" or "Disable auto-renewal"
- Read any final prompts carefully-TotalAV may offer a discounted renewal as a retention offer
- Decline this offer if you are certain you want to cancel
- Confirm your cancellation by clicking the final confirmation button
- TotalAV will display a confirmation message on screen
- You should receive a confirmation email at your registered address within minutes
Step 4: verify the cancellation
- Return to "My Subscriptions" to confirm that the subscription status has changed to "Cancelled" or "Inactive"
- If the status still shows "Active," wait 5 to 10 minutes and refresh the page
- If it remains active after this time, contact TotalAV support immediately
- Keep the confirmation email for your records-this proves you cancelled on the date shown
How to cancel TotalAV on the apple app store or google play store
If you subscribed to TotalAV through a mobile app store, the cancellation process differs slightly from the web method.
Cancelling on apple app store (iOS)
- Open the Apple App Store on your iPhone or iPad
- Tap the user icon in the top-right corner
- Select "Subscriptions"
- You will see all active subscriptions linked to your Apple ID
- Tap "TotalAV" in the subscriptions list
- Review the next billing date and plan details
- Tap "Cancel Subscription" and confirm your choice
- Apple will display a cancellation confirmation immediately
- Your subscription will end at the current billing period expiry
- Screenshot the confirmation screen for your records
Cancelling on google play store (Android)
- Open the Google Play Store app on your Android device
- Tap the user profile icon in the top-right corner
- Select "Payments and subscriptions" and then "Subscriptions"
- This displays all active Google Play subscriptions
- Tap "TotalAV" in the list
- Review your billing details and renewal date
- Tap "Cancel subscription" and follow the prompts to confirm
- Google Play will show you your refund eligibility (if within 48 hours of purchase)
- Confirm cancellation by tapping the final confirmation button
- Save a screenshot of the cancellation confirmation
How to cancel TotalAV by email
If you experience difficulties cancelling through the web portal or app store, you can cancel by email directly.
Step 1: prepare your cancellation email
- Open your email client and create a new message to [email protected]
- Use a clear subject line such as "Subscription Cancellation Request"
- Include the following information in the body of your email:
- Your full name
- The email address associated with your TotalAV account
- Your subscription plan name and renewal date
- A clear statement: "I request immediate cancellation of my TotalAV subscription"
Step 2: send and keep proof
- Send the email from the account email address used for TotalAV
- This confirms your identity to TotalAV's support team
- Save a copy of the sent email in a separate folder for your records
- Note the date and time you sent the cancellation request
- Check your inbox and spam folder for a response within 5 to 10 business days
- TotalAV should confirm cancellation and provide a reference number
- If you do not receive a response, send a follow-up email
Refunds and what happens after cancellation
Understanding your refund eligibility is essential to protecting your money.
Refund eligibility within 7 days
Under the Consumer Protection Act, if you purchased TotalAV within the last 7 days and request a refund, you have the right to receive one in full, regardless of how much you've used the service. Contact TotalAV immediately by email to [email protected] and request a refund, stating that you are exercising your cooling-off period right.
Refunds after 7 days
Once the 7-day cooling-off period ends, TotalAV's standard refund policy applies. Most annual plans offer a 30-day money-back guarantee from the purchase date. Monthly subscriptions typically do not include a refund period and will charge you for the full month. Check your original confirmation email to determine your refund window and the terms that applied at purchase.
What happens to your access after cancellation
Once you cancel, TotalAV will stop charging your payment method on the next renewal date. Your access to the service will continue until the current billing period expires. You will receive a final confirmation email on or near that expiry date. After expiry, you will no longer be able to log into your account or use any TotalAV features.
Reclaiming cancelled auto-renewal charges
If TotalAV continues to charge your card after you cancel, contact your bank or card issuer immediately and dispute the charge as unauthorised. Provide the bank with your cancellation confirmation email as evidence. If the company refuses to refund disputed charges, you can lodge a complaint with the National Consumer Commission (NCC) and request assistance. Yafee recommends keeping all cancellation proof for at least 12 months.
Common cancellation mistakes to avoid
Cancelling cleanly protects you from hidden charges and stress later.
Mistake 1: assuming deactivation equals cancellation
Disabling the app on your phone does not cancel your subscription. You must actively cancel through the TotalAV website portal or app store subscription menu. Yafee has seen many consumers continue to be charged because they mistakenly believed deleting the app would stop billing.
Mistake 2: not checking your email confirmation
TotalAV sends confirmation emails to confirm cancellation. If you do not receive one within 10 minutes of clicking "Cancel," log back into your account and verify the subscription status. If it still shows "Active," contact support. Missing the confirmation email can mean your cancellation was not processed.
Mistake 3: cancelling mid-cycle and losing access
If you cancel immediately after paying for an annual subscription, your access will typically end immediately or at month's end-you will not receive a refund for unused months unless you are within the 7-day cooling-off period or the 30-day money-back guarantee. Review your refund eligibility before cancelling.
Mistake 4: ignoring a cancellation request receipt with a reference number
If you cancel by email, TotalAV will send a reference number. Write this number down along with the date you received it. If charges continue or disputes arise, this reference number proves you requested cancellation and when. Organisations like Yafee recommend filing this number away for 18 months.
Escalation: what to do if TotalAV refuses to cancel
If TotalAV ignores your cancellation request or continues to charge after you cancel, you have formal recourse under South African law.
Step 1: document all attempts
- Gather all cancellation emails, confirmation screenshots, and bank statements showing charges after your cancellation date
- Write a timeline of events showing when you cancelled and when charges appeared
- Take screenshots of your account showing the "Active" status if the company claims cancellation succeeded
Step 2: send a formal demand letter
- Draft a letter addressed to TotalAV's registered office stating:
- Your full name, account email, and subscription details
- The date(s) you attempted to cancel
- The dates and amounts of unauthorised charges after cancellation
- A demand for immediate refund of all charges after your cancellation date
- A deadline of 14 days for TotalAV to respond
- Send this letter by registered mail or certified email (with read receipt) to TotalAV's address
Step 3: lodge a complaint with the national consumer commission
- If TotalAV does not refund within 14 days, contact the National Consumer Commission (NCC) at www.ncc.org.za or call 0860 000 408
- Provide the NCC with:
- A copy of your demand letter
- All cancellation proof and screenshots
- Bank statements showing unauthorised charges
- Your timeline of events
- The NCC can investigate and compel TotalAV to refund you if they find the company in breach of the Consumer Protection Act
Yafee has observed that most companies honour cancellation requests promptly once a formal complaint reaches the NCC. Acting quickly strengthens your position.
Cancellation checklist
Use this checklist to ensure you cancel TotalAV correctly and protect yourself.
| Action | Status | Notes |
|---|---|---|
| Logged into TotalAV account and checked renewal date | [ ] Done | Know when your next charge is due |
| Submitted cancellation request via web portal, app store, or email | [ ] Done | Save date and time of request |
| Received cancellation confirmation email from TotalAV | [ ] Done | Save with reference number if provided |
| Verified account status shows "Cancelled" or "Inactive" | [ ] Done | Check 10 minutes after request; refresh if needed |
| Monitored bank or card account for 30 days after cancellation | [ ] Done | Watch for unexpected charges |
| Saved all proof (emails, screenshots, receipts) for 12 months | [ ] Done | Store in separate folder for future reference |
Contact details and escalation address
If you need to contact TotalAV directly for cancellation or complaints, use the following methods:
- Email cancellation: [email protected]
- General support: Visit the TotalAV website support portal or check your account for a support email
- Formal complaint escalation: Write to TotalAV's registered office (address available on their website or in your terms of service)
- Consumer authority: National Consumer Commission (NCC), South Africa. Website: www.ncc.org.za. Telephone: 0860 000 408
Final summary
Cancelling TotalAV is straightforward when you follow the correct steps and understand your legal rights. Under the Consumer Protection Act, you have the right to cancel at any time, and the company must honour your request within a reasonable timeframe. If you purchased within 7 days, you can claim a full refund. Document every cancellation attempt, verify that your status changes to "Cancelled," and monitor your bank account for 30 days after cancellation to catch any unauthorised charges.
If TotalAV refuses to cancel or continues charging after you cancel, gather your proof and contact the National Consumer Commission. Yafee has helped thousands of South African consumers navigate software cancellations with confidence, and your rights are protected by law. Do not hesitate to escalate-the NCC exists to enforce these protections on your behalf.