Cancellation service #1 in Australia
Dear Sir or Madam,
I hereby notify you of my decision to terminate the contract relating to the Totalav service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
How to Cancel Totalav: Complete Guide
What is Totalav
Totalav is a commercial antivirus and online security suite that bundles malware protection, system tune-up tools, ad blocking, a VPN and password management into tiered subscriptions. The vendor markets promotional first-year pricing and automatic renewals for ongoing protection. Totalav lists multiple device tiers and features such as real-time antivirus, ransomware protection and a VPN in its published plan matrix. The official billing documentation confirms promotional pricing for an initial period and renewal pricing thereafter, and it distinguishes purchases made through app stores from direct purchases for refund and management purposes.
Subscription plans and pricing (converted to A$ where needed)
The vendor’s public pricing shows a three-tier annual structure with differing device counts and bundled features. The official site displays numerical annual prices; the figures below convert those nominal amounts to Australian dollars as an approximate reference using market exchange rates around early January 2026. These are approximate conversions and the company may present localised pricing at checkout. Always check the original order confirmation for the billed amount.
| Plan | Devices | Core inclusions | Listed annual price (source) | Approx annual price (A$) |
|---|---|---|---|---|
| Total security | 8 devices | Antivirus, VPN, password manager, tune-up | $149 / year (site) | A$223 (approx) |
| Internet security | 6 devices | Antivirus, VPN, tune-up | $129 / year (site) | A$193 (approx) |
| Premium | 3 devices | Antivirus, tune-up | $99 / year (site) | A$148 (approx) |
Notes: promotional first-year offers commonly reduce the initial price; renewal pricing is typically higher and shown at purchase. If you purchased via an app store, the store’s billing and refund rules may apply.
| Feature | Premium (3 devices) | Internet security (6 devices) | Total security (8 devices) |
|---|---|---|---|
| Real-time AV | Yes | Yes | Yes |
| VPN included | No | Yes | Yes |
| Password manager | No | No | Yes |
Customer experiences with cancellation
What users report
Public consumer reviews and forum posts show a recurring pattern: a proportion of subscribers report unexpected charges at renewal, difficulties obtaining timely refunds, and friction when attempting to terminate auto-renewal. Multiple review platforms record complaints about retention offers and communication delays when users seek refunds within the advertised money-back period. These accounts span direct purchases and app-store purchases, the latter of which often direct users to the store’s refund procedures.
Recurring issues and practical takeaways
Reported problems commonly include contested renewals where promotional pricing rolled to a higher renewal amount, delays in refund processing beyond the stated 24-48 hours for approved refunds, and inconsistent outcomes depending on payment channel. Forum users advise keeping invoices, order confirmations and transaction records to support refund requests or card disputes. The official help pages acknowledge promotional pricing and set specific refund windows for annual versus monthly purchases.
How cancellations typically operate for Totalav subscriptions
Framework: Totalav’s published terms describe automatic renewal, promotional initial pricing and a money-back guarantee with defined eligibility windows. For annual plans the vendor documents a 30-day refund window for initial purchases or renewals; monthly or quarterly purchases have a shorter 14-day window. App-store purchases are governed by the store’s refund policies. These are contract terms you should reconcile with statutory consumer rights.
Billing cycles and proration
Renewal timing: recurring charges occur at the end of the paid period unless a cancellation or refund request is accepted and processed before renewal. The vendor’s policy distinguishes cancellation of auto-renewal from refund entitlement: turning off renewal does not automatically produce a refund. Proration: Totalav states that approved refunds typically result in immediate termination of access and a refund to the original payment method; the policy does not promise pro rata credits for unused time in every scenario.
Cooling-off period and statutory rights
Australian consumer law does not create a general unconditional online cooling-off right for digital subscriptions beyond what the seller promises. Nevertheless, refunds are available under the vendor’s stated money-back guarantee and where the digital content is faulty or not as described under the Australian Consumer Law. The ACCC’s enforcement activity shows regulators will scrutinise unclear renewal disclosures and misleading renewal communications. If a renewal or representation appears misleading, the statutory consumer guarantees and unfair contract terms regime may provide remedies.
Documentation checklist
- Order confirmation: retain the original order number, plan name and displayed renewal price.
- Payment evidence: bank/credit card or PayPal transaction records showing the date and amount charged.
- Refund eligibility window: note the purchase or renewal date to calculate 14/30 day refund windows per the vendor policy.
- Promotional terms: preserve screenshots of any advertised introductory pricing or trial terms used at purchase.
- Correspondence log: record dates and brief notes of any communications, including automated responses and ticket numbers.
- App store receipts: if purchased via Apple or Google, keep the store receipt and any store transaction IDs.
Practical legal options if a refund or cancellation is contested
Contractual basis: assess your position against the vendor’s published refund policy and the evidence you hold. If representations at purchase were materially different from what you were charged at renewal, this may give rise to a claim for misleading conduct or breach of contract. The ACCC has pursued cases where automatic renewal disclosures were not sufficiently clear.
Payment disputes and chargebacks
If a refund is declined or delayed, a cardholder can explore a dispute with the card issuer or payment provider. Banks and payment platforms have specific time limits and evidentiary requirements for chargebacks. Preserve the documentation checklist items above to support any dispute. Note that chargeback outcomes vary by scheme and provider.
Escalation to regulators or ombudsmen
Where contractual or statutory remedies are suspected, consumers may notify consumer protection authorities or the payments ombudsman. The ACCC and state regulators have taken action against subscription practices that obscure renewal conditions; documented complaints and aggregated consumer reports can prompt regulatory attention. Use dispute channels available to your payment method and consider formal complaint processes where appropriate.
Common pitfalls and mistakes to avoid
- Missing deadlines: failing to identify the exact purchase or renewal date can forfeit money-back eligibility.
- Insufficient records: not saving invoices, receipts or promotional screenshots weakens disputes.
- Assuming cancellations imply refunds: cancellation of future renewals is distinct from refund entitlement under the vendor policy.
- Mixing payment channels: app-store purchases may be treated differently from direct payments.
Address
- Address: LEVEL 34, 32 TURBOT STREET, Brisbane, Queensland, 4000, Australia
How to frame a refund claim legally
Frame your claim by identifying the contract terms at purchase, the exact charge you dispute, and the remedy sought (refund, credit or correction). Cite the vendor’s published refund timeframes and any supporting consumer guarantee arguments if the digital content was faulty or misrepresented. Keep demands factual, time-stamped and confined to verifiable points. Retain proof once submitted.
What to expect after cancellation of Totalav
Access and data: Totalav’s help pages indicate that approved refunds usually terminate access immediately. Expect processing times that vary by payment method; the vendor cites 24-48 hours for processing with up to 10 working days for banking systems to credit funds. Monitor your statements and the payment method used.
If a disputed renewal charge remains, documented escalation paths include the payment provider dispute mechanism and lodging a complaint with relevant consumer protection authorities. Keep the documentation checklist accessible and note the dates of all actions you take.
Next steps and recommended actions
1. Assemble the documentation checklist and confirm the purchase/renewal date against the vendor’s refund windows. 2. Decide whether to pursue a refund request or a payment dispute through your payment provider based on the evidence. 3. If the case raises concerns about misleading renewal disclosures, consider notifying the relevant consumer protection authority. 4. Monitor billing statements and app-store receipts for additional unauthorised charges. These measures preserve contractual and statutory remedies while keeping escalation options open.