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Last Updated: April 16th, 2024
These Terms of Service (“Terms”), End User License Agreement, and other documents referenced herein (collectively, the “Agreement”) are a binding agreement between Total Security Limited (incorporated in England under number 10161957) doing business (or trading) as TotalAV™ (“Total Security Group”, “we,” “us,” or “our”) and you (“you,” “yourself,” “User,” or “Customer”). This Agreement sets forth the terms and conditions of your use of all Total Security Group's products and services (collectively, the “Services”). Within the scope of such Services, this Agreement covers both (i) your service plan; and (ii) any additional services you order to supplement your service plan, as further described on Our Services & Prices page. By accessing, using, purchasing any product or service offered by us, or registering for or receiving any of the Services, you are agreeing to be bound by this Agreement.
If you do not accept and agree to this Agreement then you must not access or use the Services.
IMPORTANT NOTICE: YOUR USE OF THE SERVICES IS SUBJECT TO A MANDATORY ARBITRATION PROVISION AND CLASS ACTION WAIVER SET FORTH BELOW WHICH REQUIRE YOU TO ARBITRATE DISPUTES WITH US ON AN INDIVIDUAL BASIS AND WAIVE YOUR RIGHT TO A COURT HEARING, RIGHT TO A JURY TRIAL, AND RIGHT TO PARTICIPATE IN A CLASS ACTION UNLESS YOU OPT-OUT.
For Users in the United States: Mandatory Arbitration and Class Action Waiver
Certain entities and individuals are prohibited from using the Services pursuant to trade and economic sanctions and export and control laws. These restrictions prohibit companies and their subsidiaries from engaging in all or certain commercial activities with certain sanctioned countries (“Sanctioned Country”) and certain individuals, organizations, entities, or domain names (“Sanctioned National)” (see, for example, the U.S. Office of Foreign Assets Control restrictions on companies and their subsidiaries and related individuals that are named on the “Specially Designated Nationals” list). You are prohibited from registering for or signing up with, subscribing to, or using the Services if you are located in a Sanctioned Country or are listed as, or associated with a Sanctioned National or anyone set forth on the Specially Designated Nationals list, as determined by Total Security Group in its sole discretion. Registration, signing up, purchasing, or using the Services from any Sanctioned Country is a material violation of this Agreement, and grounds for immediate account termination by Total Security Group without the right to recover any of your data or fees which you have paid (or pre-paid) for such Services.
You may choose to cancel any Services at any time during the Term.
You can manage your billing preferences via the 'My Services' option located in your control panel. Alternatively, you can visit our Help Centre or calling 833-201-8681.
If you terminate your subscription before the end of your Term, you may continue to access the Services for the remainder of your Term provided that you have paid for the Services in full and remain subject to these Terms, including our rights to cancel the Services.
Cancel and Terminate Services Separately
If you choose to cancel one or more services provided by Total Security, each additional subscription on your account is treated as a separate entity for billing purposes. In the event of cancellation of a service, any remaining subscriptions will remain active and must be managed separately.
Refund for 12-Month Plan
If you are enrolled into our 12-month plan, you must cancel our antivirus protection Services and request a refund within thirty (30) days of enrolling into or renewing your subscription to receive a full refund for any payments made for the current term. To request a refund, please contact our billing department through our Help Centre.
Refund for Monthly/Quarterly/Bi-annual Plans
If you are enrolled into our monthly, quarterly or bi-annual plan, you must cancel our antivirus protection Services and request a refund within fourteen (14) days of enrolling into or renewing your subscription to receive a full refund for any payments made for the current term.
Refund for Additional Services
When you purchase additional services, for each additional service you must cancel and request a refund within fourteen (14) days from the date you register or renew the additional service(s). Such additional services include but are not limited to: Safe Browsing (VPN), Unlimited Devices, Family Protection, Home Protection, Additional Device, Adblock Pro, Password Vault, Advanced Cloud Scanning, Identity Protection, Smartphone Optimizer, Antivirus eBook, Priority Support, and Smartphone Protection.
You shall only be entitled to a refund if you comply with the terms and conditions of this section unless such refund is mandated by local law.
Information and Considerations for RAS. In the event that RAS is necessary, requested or recommended as part of our Technical Support Services, you should be aware of the following matters and considerations related to any use of our RAS:
Customer Responsibilities in Connection with Seeking or Utilizing RAS.
Disclaimers and Disclosures Regarding Customer’s Use of RAS. Our RAS are provided at your sole risk, and you assume responsibility for any and all consequences as a result of the RAS. In connection with the foregoing:
All trademarks, service marks or other similar items utilized by the Services are the property of their respective owners, including, without limitation, Total Security Group trading as TotalAV™. The ownership of all intellectual property rights relating to the Services shall remain with Total Security Group trading as TotalAV™ and its licensors. You agree not to take any action to jeopardize, limit, or interfere in any manner with Total Security Group’s or its licensor's intellectual property rights.
EXCEPT AS EXPRESSLY PROVIDED IN THIS AGREEMENT AND TO THE EXTENT PERMITTED IN ACCORDANCE WITH APPLICABLE LAW, TOTAL SECURITY GROUP AND ITS AFFILIATES, EMPLOYEES, AGENTS, SUPPLIERS AND LICENSORS DISCLAIM ALL WARRANTIES OF ANY KIND IN CONNECTION WITH THE SERVICES PROVIDED HEREUNDER, INCLUDING WARRANTIES COVERING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.
Total Security Group may, in its sole discretion, transfer or assign all or part of its rights under this Agreement and may transfer all or any portion of its duties and obligations under this Agreement. Total Security Group may engage subcontractors or agents in performing its duties and exercising its rights hereunder, without your consent. If you do not agree with any transfer or assignment under this section, you should discontinue your use of the Services and cancel your account.
You may only assign or part with any of your rights under this Agreement with our express written approval following a satisfactory credit check of the person you wish to transfer your rights to and completion by them of the Total Security Group sign-up process. If you wish to transfer your rights to a third party, please contact our Help Centre.
Notices relating to your Services and the terms of this Agreement will be provided to you via the email address you have registered for your Total Security Group account or through your control panel. It is your responsibility to ensure that the contact details Total Security Group holds for you remains current.
This Agreement (including the items incorporated by reference and modifications that may be made from time to time by Total Security Group), constitutes the entire agreement between Total Security Group and you regarding the Services, and supersedes all prior agreements between you and Total Security Group regarding the subject matters hereof. Any item or service furnished by Total Security Group in furtherance of the Services shall be covered by this Agreement unless otherwise explicitly provided. Should there be any conflict in terms between this Agreement and any other document, the terms set forth in this Agreement shall govern. Any references that are singular or plural and any references that are masculine, feminine, or neutral in gender, are meant to be used interchangeably as the context of the sentence might imply.
This Agreement will be enforced to the fullest extent permitted by applicable law. Except as set forth specifically above, if for any reason any provision of this Agreement is held to be invalid or unenforceable under applicable law to any extent, then (i) such provision will be interpreted, construed, or reformed to the extent reasonably required to render it valid, enforceable, and consistent with the original intent underlying such provision and (ii) such invalidity or unenforceability will not affect the validity or enforceability of any other provision of this Agreement and all such provisions shall remain in full force and effect.
Total Security Group reserves its right to take all legal steps available to enforce this Agreement. Total Security Group’s failure to exercise any right or remedy hereunder shall not operate as a present or future waiver of such provision or of Total Security Group’s rights to enforce such right or remedy in the future. No waiver of any provisions of this or any other Agreement with Total Security Group shall be effective unless expressly stated in writing and signed by both parties.
This Agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 or any equivalent local legislation to enforce any term of this Agreement.
If you have any questions or comments, please contact us at eula@totalav.com, visit our Help Centre or postal mail to:
Total Security US LLC
WeWork Giralda Place
2222 Ponce De Leon Blvd
Blvd Miami,
FL 33134
Total Security Limited trading as Protected (TotalAV™),
16-18 Barnes Wallis Road,
Segensworth,
Fareham,
Hampshire,
PO15 5TT,
United Kingdom
United States - 833 201 8681
United Kingdom - 0800 357 602
Europe
- +448081697741
Australia - 1800 952 291
Canada - 833 201 8681
International - (001) 833 201 8681
Total Security Limited trading as TotalAV™. Company Number 10161957
We are Total Security Limited doing business as TotalAV™ ("Total Security Limited"). Our company details are set out at the end of this document.
Our use of your personal information is regulated under:
We are responsible as “Controller” for the purposes of those laws.
As a company we are committed to protecting and respecting the privacy of your personal information. We want you to be confident that your information will be properly protected whilst in our possession.
The Privacy Policy below explains how we, and carefully selected third parties we work with, will collect and use the personal information of our customers and suppliers and users of our websites. If this describes you, please read the Privacy Policy carefully and make sure you’re comfortable with the content.
We will only ever use your personal data when the law allows us to. Most commonly, we will use your personal information in the following circumstances:
Generally we do not rely on consent as a legal basis for processing your personal information other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to these activities at any time by contacting us at dataprotection@totalav.com
If you have any questions about our use of your personal information, or you wish to exercise one of your rights under the GDPR, please contact us at dataprotection@totalav.com
Personal Information. This Privacy Policy applies to the personal data of users that is collected or used by Total Security Limited as set forth more fully below (the "Personal Information"). You should also read our Terms and Conditions, Billing Terms and DMCA Policy which are incorporated herein by reference. When you use our Services, you are agreeing to our rules and policies regarding your data and acknowledge you have read and understood this Privacy Policy.
Changes to this Privacy Policy. We may modify this Privacy Policy from time to time to reflect changes in or requirements of the law or modifications or updates to the Services made in accordance with our Terms and Conditions. We will notify you if such change materially affects your rights under this Privacy Policy. Changes will not apply retrospectively and, unless the change is required immediately for legal reasons, notice of the modified terms will be provided a reasonable period prior to the changes taking effect. If you do not accept and agree to this Privacy Policy, then you must not access or use the Services.
Information you give us. When you sign up for an Total Security Limited account, we keep the basic account information you give us, like your name, email address, telephone number, password and payment information.
Information we collect. We also collect and store your Personal Information as you use the Services and each time you interact with Total Security Limited, for example, when you:
We also store information about the Services you purchase, such as the activation code, date of purchase, and information relating to any support issue.
Automatic Information. We may collect information about the device you access the Services from, such as the IP address or other unique device identifiers. If you access your account from a mobile device, that mobile device may also provide us with details of your location. Most mobile devices allow you to disable this functionality.
Cookies. Total Security Limited uses "cookies" and other technologies to collect data that enable us to better understand and improve the usability, performance and effectiveness of our website. Cookies are files sent to your browser and stored on your computer. We use cookies to gather general information about your visits to our website, the files you have designated for backup, the configuration of your computer and your computer’s interaction with the Services, and stores this information in log files. We use this information to understand traffic and downloads on our website, enabling us to improve the website, provide the best online experience possible, and improve our customer service.
Strictly necessary cookies - These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website and remembering which files you have marked for backup. Without these cookies, Services you have asked for, like security or e-billing, cannot be provided.
Performance cookies - These cookies collect information about how you use the website. These cookies don’t collect information that identifies you and are only used to improve how the website works.
Functionality cookies - These cookies allow the website to remember choices you make, such as the configuration of your computer, to provide enhanced, more personal features.
Advertising cookies - These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are placed on the website by advertisers and advertising networks, with our permission. They remember that you have visited the site and this information is shared with other organisations such as advertisers. We use analytics data and the DoubleClick cookies for advertising purposes. You may opt out of the DoubleClick cookie by visiting the Google advertising opt-out page or you may opt out of Google Analytics by visiting the Google Analytics opt-out page. The Google Website has additional information available about their Policy for Advertising based on Interests and Location.
Other Technologies - We may also use other Internet technologies, such as web beacons or pixel tags and other similar technologies, to deliver or communicate with cookies and analyze your use of the Services. We also may include web beacons in e-mail messages so that we know when you have opened an email message received from Total Security Limited.
You may disable cookies by changing the settings on your browser. Check the help menu in your browser for further information. Remember that if you disable cookies it is likely to affect how our website works and you may not be able to access or use certain areas of our website or functionality. Unless you have adjusted your browser setting so that it will refuse cookies, our system will place cookies when you log on to our website.
We use the following cookies on our website:
Name and type of cookie | Purpose | How long until the cookie expires? | Legal Basis we rely on |
---|---|---|---|
FRT:DCR (Functionality cookies) | Fortifi Cookie to identify the device | 1 Year | legitimate business interest |
FRT:FPID (Functionality cookies) | Fortifi Cookie to store the fingerprint ID of the device | 1 Year | legitimate business interest |
FRT:FPRINT (Functionality cookies) | Fortifi Cookie to store the deceive fingerprint encrypted | 1 Year | legitimate business interest |
FRT:VIS (Functionality cookies) | Fortifi Cookie to store the visitor ID used by fortifi | 1 Month | legitimate business interest |
FRT:ADVTD (Functionality cookies) | Store Affiliate information | 1 Year | legitimate business interest |
skip-onboarding (Functionality cookies) | Used to surpass customer onboarding step | Session | legitimate business interest |
PHPSESSID (Strictly necessary cookies) | Information regarding users session | 1 Year | legitimate business interest |
LC (Strictly necessary cookies) | Identifies a logged in user | 1 Year | legitimate business interest |
Personal Information regarding children. The Services are not intended for use by individuals who cannot enter a legally binding a contract. Accordingly, Total Security Limited does not intentionally gather any Personal Information about individuals who are under the age of eighteen (18). If you are under eighteen (18) years of age or otherwise lack the capacity to enter into a binding contract do not use our Services. If Total Security Limited becomes aware that it has collected Personal Information from someone under the age of majority, such information will be deleted immediately.
We use your Personal Information to provide you with the Services,
In order to do so, we may use your Personal Information to contact you through desktop alerts and live chat, email and (where you have consented) SMS/Text messaging.
When subscribed and explicitly consented by yourself, you agree that TotalAV™ will, from time to time, communicate with you via SMS text messaging. The purpose of these communications is for either Billing and Account Information Updates. We facilitate the removal from all SMS communication through an opt-out process. Reply, STOP to opt-out from all further SMS communications.
If you wish to change the way we use your data, see your options below. Please be aware that if you choose not to provide us with certain Personal Information, we may not be able to make Services available to you.
Automated decision-making takes place when an electronic system uses personal information to make a decision without human intervention. We are allowed to use automated decision-making in the following circumstances:
You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making, unless we have a lawful basis for doing so and we have notified you.
We do not envisage that any decisions will be taken about you using automated means, but we will notify you in writing if this position changes.
We will not share your personal data to any 3rd parties for marketing purposes. However in order to fulfill your customer needs we may have to share your data as set out below:
If you have given consent to this, you can withdraw it at any time. Please use the unsubscribe link on the email communication you receive or by visiting our GDPR Form.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We may, from time to time, send you emails, SMS, desktop alerts or other communications, including: (1) notifications of detected problems with your Service; (2) notifications concerning the expiration of your account; (3) activity status reports; (4) service and software upgrade notices; (5) notices concerning new or related Services from Total Security Limited (or other service providers as discussed in this Privacy Policy); (6) notices concerning enhancements to the Services; (7) price change notices for the Services; (8) notifications regarding suspected unlawful or inappropriate use; and (9) requests for feedback on the Services.
If you wish to change the types of communications you receive from us or opt out of receiving any future communications, you can do so. See Your Options below.
General. Total Security Limited has security measures in place to protect against the loss, misuse, and alteration of your data. Personal Information provided to us is stored in secure facilities with access restricted to authorized personnel only. Although we make good faith efforts to store the Personal Information we collect in a secure operating environment that is not accessible to unauthorized users, we cannot guarantee complete security.
Secure Payments. To provide secure credit card processing when ordering from us, orders placed on our website are processed through a payment gateway (www.fortifi.io) which operates under its own privacy policy. If you choose to purchase or license the Services online using a credit card, the credit card information is sent to us using SSL (Secure Socket Layer) encryption, an industry-standard method for protecting data as it travels over the Internet, or a similar encryption technology that may become accepted as an industry standard, or better encryption method, in the future. To learn more about our credit card processing vendors and their respective privacy and other policies which apply when you make a payment through their services, please review the terms of their own privacy policies.
Email Communications. If you wish to change the types of communications you receive from us or opt out of receiving any future communications, you may do so by modifying your profile on your control panel, or by visiting our GDPR Form, or by clicking on the appropriate link in any TotalAV™ email communication that you receive.
SMS Communications. If you wish to opt out of receiving future SMS communications, you may do so by visiting our GDPR Form, or by following the opt out instructions in any TotalAV™ SMS communication that you receive.
Correcting Your Personal Information. You can access the Personal Information that we collect via your control panel. You can correct factual errors in your Personal Information on your control panel or by visiting our GDPR Form. Please provide sufficient details regarding the error. To protect your privacy and security, we take commercially reasonable steps to verify your identity before granting access or making any corrections to your Personal Information.
Location of Personal Information and Transfers.
Many of our external third parties are based outside the European Economic Area (EEA) and the United Kingdom so their processing of your personal data will involve a transfer of data outside the EEA and the United Kingdom.
Whenever we transfer your personal data out of the EEA (where relevant) or the United Kingdom, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please contact us by visiting our Help Center if you want further information on the specific mechanism used by us when transferring your personal data to any country outside the United Kingdom.
Your rights in connection with personal information. Under certain circumstances, by law you have the right to:
If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact us by visiting our GDPR Hub
No fee usually requiredYou will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is clearly unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances.
What we may need from youWe may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.
Time limit to respondWe try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
We may provide links to other third party websites as a convenience to you (collectively, the “Third Party Websites”). Please exercise care when visiting any Third Party Websites. The Third Party Websites have separate and independent privacy policies, notices and terms of use which govern your use of such websites and their use of any information they collect, we recommend you read these policies carefully. Total Security Limited expressly disclaims all liability for Personal Information you provide to any Third Party Websites.
Any questions or concerns regarding the use or disclosure of Personal Information should be directed to us at the address given below. We will investigate and attempt to resolve complaints and disputes regarding use and disclosure of Personal Information in accordance with the principles contained in this Privacy Policy.
If we are unable to resolve your complaint, you can escalate the issue in accordance with the dispute resolution procedure set out in the Terms and Conditions.
You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues or if you are based in the European Union, your local supervisory authority.
If you have any questions or comments, please contact us by visiting our Help Center or at the address listed below:
Total Security Limited trading as TotalAV™,
16-18 Barnes Wallis Road,
Segensworth,
Fareham,
PO15 5TT,
United Kingdom
We're so confident that you won't want to leave TotalAV™, we'll give you your money back if you do.
During the first 30 days for annual or 14 days for monthly subscriptions, if you decide TotalAV™ isn't for you, we'll refund your subscription fees in full. Your satisfaction is our top priority, and we’re so confident that you’ll be pleased with our services:
For full information on our Refund and Cancellation Policy including how to cancel please click here.
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