AVG Stay Safe Virus Guarantee - FAQs

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:

• AVG Internet Security (Windows), AVG Internet Security Premium (Mac), AVG AntiVirus PRO (Android), or AVG Mobile Security (iOS)
• AVG Ultimate or AVG Ultimate VIP (Multi-device, Windows, Mac, or Android)

For information about your AVG subscriptions, refer to the following article:

• Managing subscriptions via your AVG Account

Why don't I get the Stay Safe Virus Guarantee for my other AVG products?

We only provide the Stay Safe Virus Guarantee for AVG premium security subscriptions to ensure that your device has been protected with our security software.

How much does it cost?

The Stay Safe Virus Guarantee has no extra cost. You only need to have a premium security subscription and auto-renewal payment enabled.

Do I need to cancel the Stay Safe Virus Guarantee if I cancel my premium security subscription?

No. You do not need to do anything additional if you cancel your premium security subscription.

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

To learn more information, refer to the following AVG webpage:

• AVG Stay Safe Virus Guarantee

How do I get help?

If your device becomes infected with a virus, contact our experts using the relevant option below:

• United States and Canada: +1 480 920 6811; 24/7
• Great Britain: +44 2035 434 457; 24/7
• Australia: +61 290 489 733; 24/7
• France: +33 170 920 557; 8:00 - 17:00 CET
• Germany: AVG Customer Support; 9:00 - 17:00 CET
• Japan: 813-4233-9345; 10:00 - 19:00 JST
• Brazil: +55 11 3198-1382; 9:00 - 18:00 BRT

Our experts can see that you are eligible for the Stay Safe Virus Guarantee and help you resolve the issue.

What happens if I call?

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 premium security product.

Will you help me fix any device?

Our experts will help fix any device with an AVG premium security product installed if the subscription that covers the device is on auto-renewal payment method.

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 premium security subscription, and paid according to the registered payment method in your AVG 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.