Anti Virus No. 4xxxxxxx7

Completed

Vivienne Parker

• January 15, 2025 14:54

I read the email that this product was renewing the day after it arrived in my inbox.  As I took out a superior product with Avira in September 2024 (Internet Security. Product number 4xxxxxxx2) I do not need the old one. I cancelled the renewal thinking I was in time to cancel for 2025 because the contract itself does not actually renew until February 2025.  I now realise that I must request the refund of £42.99 which was taken from my bank account on 13 January 2025. Please arrange for the refund of £42.99 which I am claiming within 60 days of the renewal payment being taken.

I was not able to use the online request because it assumes there is only one contract to cancel and I did not want the system cancelling the newer contract in error and causing me more problems.

The new contract was taken out over the phone in September 2024 and I tried to cancel the old one at the time, but was persuaded to keep it (against my better judgement). The young man I spoke to was very reluctant to just cancel it and kept talking as though I was about to lose something I might need when I knew that I would not. I gave in - I do hope this goes through smoothly.  Thank you.  

Yes 0 No

• 

  pascha45

  • January 16, 2025 08:05
  • Edited

  Hello Vivienne,

  For your security, we have removed the publicly posted information about your Avira licences. Please never post personal data such as licence details (contract reference numbers) in a public forum.

  Unfortunately, we cannot understand your description of your licences.
  You can view the contractual deadlines for your contract cancellation and refund using your purchased licence data and include them in your cancellation and refund. We do not have any documents for the timely termination, also the required order date for the termination of your licence. How did you proceed with your existing contract in September 2024 (cancellation?) - after the conversation with support - after you concluded a new contract?

  Below you will find illustrated instructions on how to cancel your licence in compliance with the GDPR (General Data Protection Regulation) at the bottom of this page:

    

  Here is another illustrated guide on how to get a refund:

  Request a refund for your Avira order via email – Official Avira Support | Knowledgebase & Customer Support | Avira

  Again, we do not have any data that is urgently required for the deadlines for GDPR-compliant refunds (see Avira request for refund). 

  Unfortunately, with the best of intentions, we cannot follow your information about the conversation with the young man (?) !

  You are writing here in the Avira Community, a publicly accessible forum, an ‘user2user’ forum.
  The publicly accessible Avira Community is unfortunately not a way to contact Avira Support!

  See the Avira Community guidelines available to you: ‘How to create a post? ⇒ Details matter’!

  Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
   
  In the Avira  "Knowledgebase & Customer Support"  you will find various instructions on handling and the requirements for the Avira licence (including GDPR), which are available to every Avira reader and Avira customer.

  Neither your Avira licences with your specified reference numbers nor the mentioned contacts with the support team are stored under the email address you have used here. How many e-mail addresses do you have in your Avira customer account?  Please check your e-mail addresses for ordering licences! Thank you for your understanding.

  Kind regards

  Yes 0 No
• 

  pascha45

  • January 17, 2025 07:48

  Hello Vivienne,

  Additional information:
  Here, in the Avira Community, there is no information from you about:

  • Your Avira customer account
  • Your Avira licence with the exact name of the last installed update with version number
  • We do not know your OS (with last update and version number)
  • When did you cancel your previous licence? (Receipt with date of cancellation)?
  • Have you taken note of the important notice periods and the information available to you and cancelled your contract in due time?
  • Did you deactivate the automatic licence renewal in your customer account on time? ⇒ (annual subscription 35 days before the expiry date) 

  With this information, we will be pleased to try to help you with your request.

  Kind regards

  Yes 0 No

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