Cancel Total AV the easy way

Overview

Total AV is a consumer and small business cybersecurity suite sold by Total Security Ltd. Packages combine antivirus protection with extras such as VPN and password management in higher tiers.

Main features

Plans include antivirus scanning, device protection, and in mid and top tiers Total VPN and Total Password are included or available. Monthly and annual billing options exist; some plans offer a free trial on mobile that converts to a monthly subscription if not cancelled.

Company facts

Web (recommended fastest)

1. Visit your Total AV account and log in.
2. Open the control panel and click "My Subscriptions" or "My Services".
3. Select the subscription and choose to cancel or disable auto-renewal.
4. Keep the on-screen confirmation and wait for the confirmation email.
5. If you need help, use Total AV support pages: Official cancellation support.

iOS - cancel via Apple App Store

1. Open Settings on your iPhone and tap your Apple ID.
2. Tap Subscriptions and find Total AV.
3. Choose Cancel Subscription and follow prompts.
4. Request refund through Apple if needed; Total AV directs App Store purchases to the store for refunds.

Android - cancel via Google Play

1. Open Google Play Store app and tap your profile.
2. Tap Payments and subscriptions then Subscriptions.
3. Select Total AV and Cancel subscription.
4. Request refund through Google Play if required.

Phone cancellations

1. Call 833-386-3951 and explain you want to cancel and request confirmation by email.
2. Record date/time of call and the agent's name.
3. If the agent offers retention or discount, ask for written confirmation of the final terms.

Email cancellations

1. Send a clear cancellation request to [email protected] including account email and order details.
2. Ask for a confirmation email and keep your sent copy and any reply.

Cancellation by post

1. Write a short letter with your full name, account email, subscription ID and a clear statement: "I instruct you to cancel my Total AV subscription and stop automatic renewal."
2. Send by registered post to Total AV, 160 City Road, EC1V 2NX London, United Kingdom and keep the delivery receipt.

Cooling-off (right to withdraw)

UK consumers have a 14 calendar day cooling-off period for online and off-premises contracts. To use this right send a clear statement to the trader within 14 days and you are entitled to a full refund of prepaid fees. See the Subscription Contracts Act 2024 for the renewal cooling-off and the Consumer Contracts Regulations 2013 for the initial right.

Applicable law: Subscription Contracts Act 2024 / Consumer Contracts Regulations 2013

Price increase

If Total AV increases price unilaterally, check your contract for the clause that allows changes. The Consumer Rights Act 2015 forbids unfair terms including disproportionate cancellation penalties; if the price increase appears unfair keep written proof of the change from Total AV and your bank statements as evidence when you complain.

Required proof documents: copy of price increase notice from Total AV, prior invoice showing original price, bank statement showing payments.

Applicable law: Consumer Rights Act 2015.

Moving / relocation

Moving abroad is not automatically a statutory cancellation ground under UK consumer law for digital services, unless the contract specifically allows it. Provide the contract clause or written confirmation from Total AV if they accept relocation as a reason.

Required proof documents: copy of new address or travel documentation and correspondence with Total AV accepting the change.

Death of subscriber

Total AV's public policies do not list death of subscriber procedures. If you need to cancel because of a subscriber's death, contact support and be prepared to supply a death certificate and proof of relationship. Keep all correspondence and delivery receipts for postal communications.

Required proof documents: death certificate, account holder details, proof of authority to act.

End of commitment / non-renewal

If you are on a 12 month annual plan the minimum commitment period is 12 months. Cancel prior to renewal to avoid being charged for the next period. For annual plans the money-back guarantee applies if you cancel within the refund window (see Refund Policy).

Required proof documents: order confirmation showing start date and plan length.

Legitimate ground / service failure

If Total AV fails to provide services with reasonable care and skill you can request termination under the Consumer Rights Act 2015. Required proof documents include screenshots of failures, scan logs, correspondence with support, and evidence of unsuccessful troubleshooting.

Applicable law: Consumer Rights Act 2015.

Before cancelling: negotiate

When contacting support expect retention attempts. Research shows Total AV has offered discounted renewal rates when a customer attempts to cancel. To ask for a retention offer:

1. Contact support by phone or email and state you wish to cancel.
2. If offered a discount, request the exact new price, the duration of the offer and a written confirmation by email.
3. Request that the offer be applied immediately and that you receive a confirmation with an end date.

If the offer is not acceptable, proceed with your cancellation request and keep copies of all messages.

What cancelling saves - concrete maths

Calculate annual cost if you keep a monthly plan versus buying an annual plan and compare alternatives using the published Total AV prices.

• Total AV Plus: monthly £11 x 12 = £132. Annual price = £99. Annual saving by buying the annual plan: £132 - £99 = £33 per year.
• Total AV Internet Security: monthly £11.99 x 12 = £143.88. Annual price = £129. Annual saving by buying annual: £143.88 - £129 = £14.88 per year.
• Total AV Total Security: monthly £11.99 x 12 = £143.88. Annual price = £149. Annual difference: £149 - £143.88 = £5.12 extra per year for the annual plan.

Cheapest competitor alternative from research: F-Secure Total annual £59.99. Savings example vs Total AV Plus annual: £99 - £59.99 = £39.01 saved per year if you switch to F-Secure.

Key UK consumer laws

The main laws protecting UK consumers are the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. The Subscription Contracts Act 2024 adds rights specific to subscription renewals and cooling-off periods. These laws apply to Total AV because the company has a UK presence.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give a 14 calendar day right to cancel most online purchases. The Subscription Contracts Act 2024 provides a renewal cooling-off right. For statutory rights and text see the legislation: Subscription Contracts Act 2024.

Escalation steps

If Total AV refuses a lawful refund or fails to process a cancellation follow these steps: (1) Complain to Total AV in writing and keep copies. (2) Contact Citizens Advice for guidance. (3) Use your card issuer for chargeback if the payment qualifies. (4) For unresolved disputes escalate to the relevant ombudsman if sector-specific, or seek small claims court if necessary.

Unfair auto-renewal practices

The Competition and Markets Authority (CMA) treats hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. Document all steps you took to cancel and collect evidence of unclear terms or aggressive retention practices when complaining to regulators or your bank.

Check access and services

After cancellation expect access to end immediately when Total AV processes a termination or refund. Confirm your account status by logging in and keep the cancellation confirmation email.

Data and account retention

Total AV does not publish detailed data retention timelines. If you need copies of invoices or account data request them by email to [email protected] and keep the reply.

Final billing and refunds

If you are within the refund eligibility period (30 days for annual plans, 14 days for monthly according to Total AV policy), request a refund and expect access to end when refund is processed. For purchases via App Store or Google Play request the refund from the store.

Re-activation

To restart protection you can re-subscribe on Total AV's website or via the app. Keep your previous order number and account email to simplify re-activation.

Use the checklist to make a clean cancellation and keep evidence.

• Log in and attempt cancellation at "My Subscriptions" or "My Services" (fastest).
• If cancelling by email send to [email protected] and save sent messages.
• If cancelling by post send a registered letter to Total AV, 160 City Road, EC1V 2NX London and keep the receipt.
• Request and keep a cancellation confirmation email or receipt.
• If you want a refund check eligibility: 30 days for annual plans, 14 days for monthly plans.
• If you purchased via Apple or Google, cancel via the store and request refunds through the store.
• Take screenshots of account status, invoices and any price increase notices.
• If you hit a refusal, contact Citizens Advice and consider chargeback or Section 75 with your card issuer if eligible.