Extra benefits at no extra cost

Stay Safe Virus Guarantee

By simply keeping the (automatic) renewal active for your subscription to Avast Premium Security (and other Avast packages which include it — like Avast Ultimate), you also keep our Stay Safe Virus Guarantee. That way, if your device becomes infected, you have access to our virus removal service, and if we’re unable to fix, you’ll get your money back.

How it works

Here’s how to make sure you’re receiving the Stay Safe Virus Guarantee, and how to use it:

Step 1

1. Keep Auto-renew

Purchase Avast Premium Security and simply keep ‘Auto-renew’ in your payment options

Terms & Conditions

Step 2

2. Software installed

Make sure that the Avast Premium Security software is installed on your device.

Step 3

3. Call our helpline

If your device becomes infected with a virus, call our helpline on +61 1800 290 688 (24/7, toll-free)

Step 4

4. Remote connect

We’ll remotely connect to your device to remove any viruses, malware or other harmful programs. And if we’re unable to fix the problem, you’ll receive a full refund.

You may still be wondering...

What is the Stay Safe Virus Guarantee?

The Stay Safe Virus Guarantee is a special guarantee included with your service. If your device becomes infected with a virus that we are unable to fix, you will get your money back.

Am I eligible for the Stay Safe Virus Guarantee?

You are eligible for the Stay Safe Virus Guarantee if you have a premium security subscription and auto-renewal payment enabled for one of the following products:

Avast Premium Security (Windows), Avast Security Premium (Mac), Avast Mobile Security Premium (Android or iOS)
Avast Ultimate or Avast Ultimate VIP (Multi-device, Windows, Mac, or Android)

NOTE: When you purchase an Avast subscription via the official Avast website, auto-renewal payment is enabled by default unless you manually unsubscribe from future renewals.

For information about your Avast subscriptions, refer to the following article:
Managing subscriptions via your Avast Account

Why do I only get the Stay Safe Virus Guarantee for Avast products like Avast Premium Security and Avast Ultimate?

We only provide the Stay Safe Virus Guarantee for Avast Premium Security subscriptions and subscriptions to Avast bundles which include Avast Premium Security, like Avast Ultimate, because they include our antivirus software.

How much does the Stay Safe Virus Guarantee cost?

The Stay Safe Virus Guarantee has no extra cost. You only need to have an Avast Premium Security subscription and auto-renewal payment enabled. The same applies to Avast Ultimate, which also includes our antivirus software.

Do I need to cancel the Stay Safe Virus Guarantee if I cancel my subscription to Avast Premium Security or Avast Ultimate?

No. You do not need to do anything additional if you cancel your Avast Premium Security or Avast Ultimate subscription.

Where can I learn more about the Stay Safe Virus Guarantee?

To learn more information, refer to the following webpages:

How do I get help?

If your device becomes infected with a virus, call our experts at +61 1800 290 688 (24/7, toll-free). Our experts will confirm that you are eligible for the Stay Safe Virus Guarantee and help you resolve the issue.

What happens if I call and will you help me to fix my device?

One of our experts will help you. We will troubleshoot your device to remove any viruses, malware, or other harmful programs. If we are unable to fix the problem, you will receive a full refund for your Avast Premium Security product.

How do I get a refund if you can't help me?

One of our experts will process the refund if they are unable to help resolve your issue. The refund will be for the cost of your Avast Premium Security subscription, and paid according to the registered payment method in your Avast Account.

How long will my refund take to process?

We will start processing your refund immediately. For payments made by credit/debit card or PayPal, the refund process can take up to 7 business days. For other payment methods, the refund process can take up to 14 business days.

Visit our Support Center for more FAQs

Virus Protection Guarantee Terms and Conditions

Virus Protection Guarantee is a promise by Avast that if your device is infected by a virus whilst under the protection of our anti-virus software and we are unable to remove the virus from your device, you will be entitled to a refund. The following terms and conditions (the “TCs“) apply:

All capitalized terms used in these TCs shall have the same meaning as given to them in the Avast End User License Agreement (the “EULA”). Any matters not specifically addressed in the TCs shall be governed by the EULA.
In order for you to qualify for the Virus Protection Guarantee, the following conditions must be met:
a. You must have an automatically renewing subscription to an Avast anti-virus consumer product (the “AV Product”) bought directly from Avast or our reseller Digital River. If you opt out of auto-renewal, you will not be entitled to the Virus Protection Guarantee.
b. You must have the fully updated AV Product installed and active on the device with all AV Product components enabled prior to the infection of the virus.
c. You must have a valid subscription to the AV Product at the moment of invoking the Virus Protection Guarantee.
d. You must have bought the AV Product in one of the following locales: EN-GB; EN-US; EN-UK; EN-Ww; EN-NZ; EN-AU or EN-CA.
If you notify our customer care team about a virus that was not removed from the device by our AV Product and our experts are unable to remove the virus, you will be eligible for a refund that will be based on the actual price paid for the current term of your subscription to the AV Product. Any refund will be net of any discounts or refunds received and less any applicable taxes, except in certain states and countries where taxes are refundable.
While we will make commercially reasonable efforts to remove a virus from your device, you understand and agree it is possible that a virus may not be removable, and we do not guarantee that it will remove all viruses from your device.
For avoidance of doubt, the Virus Protection Guarantee does not apply to any damages incurred as a result of viruses infecting your device and we are not responsible for those. Your only remedy in such a situation is the refund. To the extent permitted by applicable law, we will have no liability for loss of or recovery of data, service, or loss of use of systems or networks arising in connection with the Virus Protection Guarantee or any act or omission, including negligence, by us and/or our representatives. To the extent permitted by applicable law, we reserve the right to terminate the Virus Protection Guarantee in our sole discretion. The Virus Protection Guarantee is not transferable.