Manage Cartrack

How to cancel cartrack and avoid equipment fees in south africa

What is cartrack and why you might want to cancel

Cartrack is a vehicle tracking and fleet-management service that combines real-time GPS monitoring, stolen vehicle recovery and mobile app control for your car or business fleet. The service includes a hardwired tracking Unit installed in your vehicle, cloud-based dashboard access and 24/7 control-room support from Cartrack's operations team.

You subscribe monthly, and Cartrack charges recurring fees for the monitoring service. The company serves individual car owners, small business operators and large fleet managers across South Africa. Cancellation policies and consumer protections vary depending on whether you signed as a natural person (consumer) or as a commercial client, so check your contract terms carefully.

When cancellation makes sense

You might decide to cancel Cartrack if the monthly cost no longer fits your budget, you've switched to a competitor service, you no longer need tracking features, or you're unhappy with the tracking accuracy or customer support. Whatever your reason, cancelling early may trigger a termination fee, but you have legal protections under South Africa's Consumer Protection Act that Stopee helps thousands of consumers understand and enforce.

What you need to know before you start

Cartrack does not allow self-serve cancellation through the app or website. You must submit a written cancellation request by email or phone. The company requires one month's written notice if your contract has rolled over to month-to-month terms after the initial contract period expires. If you cancel before your contract end date, you may owe a reasonable termination fee based on Cartrack's acquisition costs, unless you qualify for a cooling-off refund or the Unit is defective.

Your consumer rights when cancelling cartrack

South African consumer law gives you specific protections when you cancel a tracking or subscription service. Understanding these rights is your strongest lever if Cartrack tries to overcharge you or delay your refund.

Cooling-off period and full refunds

If you bought Cartrack through direct marketing (phone, email, online), the Consumer Protection Act grants you a 5 business-day cooling-off window. This right applies from the moment you sign the agreement, regardless of whether the Unit has been installed.

• If you cancel during the cooling-off period and no Unit has been installed, Cartrack must refund your full payment within 15 business days of your cancellation notice.
• If the Unit was already installed when you cancel within the cooling-off window, Cartrack must refund you in full within 15 business days after you return the Unit to them.
• You are responsible for the reasonable costs of returning the Unit; Cartrack must not charge you for collection unless you caused damage beyond normal wear.

Defective equipment and misdescription claims

If the installed Unit does not work as described or is faulty, you have the right to return it within 10 business days of installation for Cartrack to inspect. If they confirm the defect, Cartrack must either replace the Unit free of charge or cancel your entire agreement and refund you according to the cooling-off rules above, even if you are outside the 5-day window.

Month-to-month cancellations and notice periods

Once your initial contract expires, most Cartrack agreements automatically roll into month-to-month terms. To cancel a month-to-month service, you must give one calendar month's written notice. Cartrack cannot charge you past the agreed cancellation date, and any refunds for overpaid months must be processed within 15 business days.

Methods to cancel cartrack in south africa

Cartrack offers only one official cancellation route: written notice. There is no app-based cancellation, no online form and no chat support option for ending your agreement. Here are your direct channels.

Primary contact details

Submit your cancellation request to Cartrack Client Services using one of these methods:

• Email: clientservices@cartrack.co.za (recommended; creates a written record)
• Phone: 011 250 3000 during business hours to speak with a client services representative
• Registered address for formal correspondence: Cartrack, South Africa (contact Client Services for the current postal address if you need to send a certified letter)

Pro tip: Always email first, even if you also call. This gives you proof of your cancellation request and the date you submitted it, which protects you if there is a billing dispute later.

Why written notice is required

Cartrack's terms require written cancellation because subscription agreements are legally binding contracts. A written notice creates a clear record of when you requested termination and what date you specified for the service to end. This protects both you and Cartrack if there are questions about billing or refunds after cancellation.

Step-by-step guide to cancelling cartrack

Follow these steps to cancel your Cartrack service cleanly and protect your refund rights.

1. Gather your account information.
   • Locate your contract number or account number (on your invoice or welcome email)
   • Write down your full name, contact phone number and email address
   • Note your vehicle registration number and the Unit ID if visible on your device
   • Check your current contract end date or month-to-month start date
2. Decide your cancellation date and calculate notice.
   • If you are in the initial contract period and want to cancel early, confirm you are willing to pay the termination fee or check if you qualify for a cooling-off refund (within 5 business days of purchase)
   • If your contract has rolled to month-to-month, your cancellation date must be at least one calendar month from today (e.g., if today is 15 January, your earliest cancellation date is 15 February or later)
   • Choose your preferred final service date and write it clearly in your email
3. Compose and send your cancellation email.
   • Write a simple, professional email to clientservices@cartrack.co.za
   • Subject line: "Cancellation Request - [Your Name] - Account [Your Account Number]"
   • In the body, include: your full name, contact number, account/contract number, vehicle registration, the cancellation date you have chosen, and a brief reason for cancellation (optional but helpful)
   • Example: "I request cancellation of my Cartrack service effective 15 February 2025. My account number is 123456, vehicle is ABC 123 GP, and I can be reached on 082 000 0000."
   • Send the email and take a screenshot or save a copy of what you sent
4. Request written confirmation of receipt.
   • Within 24 hours of sending, follow up with a brief email or phone call (011 250 3000) asking for written confirmation that your cancellation has been received and noting the effective date
   • Cartrack should acknowledge your request and confirm when your service will stop and when final billing will occur
   • Save this confirmation email in a dedicated folder
5. Arrange Unit return if required.
   • Ask Client Services in your follow-up contact whether the Unit must be returned or inspected
   • If return is required, ask for return instructions, the address, and confirmation of who pays for return postage (usually Cartrack if there is no damage)
   • Keep the proof of delivery from your courier (DHL, Postal, etc.) as evidence the Unit was returned
   • Do not remove the Unit yourself unless explicitly instructed; Cartrack may need to inspect it remotely first
6. Monitor billing and chase your refund.
   • After your cancellation date passes, check your bank account to confirm Cartrack has stopped charging you
   • If you are due a refund (cooling-off period, month-to-month overpayment, or defective Unit), it must arrive within 15 business days of cancellation or Unit return
   • If you do not receive your refund on time, email Client Services again, referencing your cancellation confirmation and requesting payment within 5 business days
   • Keep a record of all dates and amounts for your own reference

Warning: Do not delete your cancellation emails or confirmation messages until you have received your final invoice and any refund and confirmed there are no further charges. Keep these documents for at least one year.

Pricing and plans to help you decide

Cartrack's monthly subscription costs vary based on your location, the type of vehicle, and the features you choose. Below is a snapshot of typical monthly pricing in South Africa as of early 2025. All prices include VAT, and installation is free.

If your monthly bill has climbed or you have found a cheaper alternative (such as Tracki, Suretrack or Netstar), cancellation may save you R 300 to R 1000 per month, depending on your plan. However, early termination fees can range from R 500 to R 2000 or more. Calculate whether the savings over your remaining contract period justify the fee, or whether you qualify for a cooling-off refund or defect claim to avoid the charge entirely.

Refunds, final billing and what happens after cancellation

Understanding what to expect after you cancel protects you from surprise charges and helps you chase refunds if Cartrack owes you money.

When your service stops and final billing occurs

Once your cancellation notice is accepted and your chosen cancellation date arrives, Cartrack will stop all tracking services and disable your app access. You will receive a final invoice for any remaining days or fees owed up to and including your cancellation date. Cartrack should not charge you for any months after your cancellation date, even if the agreement was set to auto-renew.

Pro tip: Request your final invoice in writing as part of your cancellation email. This prevents disputes later and gives you a clear total to reconcile against your bank account.

Refunds for cooling-off, defects and overpayments

You are entitled to a refund in three situations:

• Cooling-off cancellation (within 5 business days of purchase): Full refund within 15 business days. If the Unit was installed, you must return it; Cartrack covers reasonable return costs.
• Defective Unit (within 10 business days of installation): If Cartrack confirms the fault, full refund within 15 business days of Unit return or agreement cancellation, whichever applies.
• Month-to-month overpayment: If you pay a month's fee but cancel mid-month after giving one month's notice, any unused portion of that month's subscription is refunded within 15 business days.

Early termination fees (charged if you cancel during the initial contract period without a valid reason) are deducted from your refund and are generally lawful under South African contract law, as long as they reflect Cartrack's genuine loss.

Equipment return and final steps

If you must return the tracking Unit, Cartrack will provide return instructions. Ship the Unit to the address they supply using a tracked courier service (DHL, Postal, FedEx). Keep your proof of delivery. Once Cartrack receives and inspects the Unit, they will process your final refund. Do not remove the Unit yourself unless you are explicitly told it is safe to do so; the device may still be powered and tamper sensors could trigger false alerts.

Common mistakes to avoid when cancelling cartrack

Cancelling a subscription service can feel frustrating, especially when billing is involved. We want to help you avoid the traps that cost other customers time and money.

Mistake one: cancelling via the app or not putting it in writing

Many customers try to delete the Cartrack app thinking it will cancel the service. It will not. Cartrack requires written cancellation by email or phone. Without written notice, you remain liable for ongoing charges. Always email clientservices@cartrack.co.za and keep a copy of your message.

Mistake two: not asking for written confirmation

A verbal cancellation over the phone or a quick chat is not enough. After you call 011 250 3000, always follow up with an email to lock in your request and get a written acknowledgement with your cancellation date. This protects you if there is a dispute later.

Mistake three: missing the one-month notice deadline on month-to-month terms

If your initial contract has expired and you are on month-to-month billing, Cartrack requires exactly one calendar month's notice. If you send your cancellation request on 10 January, your earliest cancellation date is 10 February. Missing this deadline means you will be charged for another full month. Check your contract terms to confirm your current billing cycle.

Mistake four: not gathering account details before you contact cartrack

Have your account number, vehicle registration and contract end date ready before you email or call. Client Services will ask for these immediately. Without them, your request may be delayed or misfiled. Stopee recommends keeping a one-page summary of your subscription details (account number, billing date, last invoice amount) in a notes app so you can reference it quickly.

Mistake five: not chasing your refund if it is late

Refunds must arrive within 15 business days. If your money does not show up by day 16, follow up immediately with Client Services in writing. Many refund delays are simply bureaucratic oversights; a polite second email often triggers payment the next day.

Mistake six: removing or damaging the unit before return

If Cartrack requires the Unit to be returned, do not try to remove it yourself unless you are trained. Damaging the device, cutting wires or breaking the enclosure can result in a non-return or damage fee of R 500 to R 1500. Ask Cartrack for removal instructions, or arrange for an installer to remove it safely.

Cancellation checklist: your step-by-step summary

Use this checklist to ensure you cancel cleanly and protect your refund rights.

Compare cartrack to other vehicle tracking services

Before you cancel, you might want to understand how Cartrack stacks up against other tracking options in South Africa. This comparison can help you decide whether to stick it out or switch.

If cost is your main reason for cancelling, Tracki offers similar basic tracking at a lower price. If you want to keep the stolen recovery feature, Suretrack and Netstar are comparable alternatives. However, switching means losing any existing device investment and signing a new contract with a new company. Weigh the cancellation fee against the long-term savings before you decide.

Final summary and how stopee can help

Cancelling Cartrack in South Africa requires written notice to Client Services at clientservices@cartrack.co.za or 011 250 3000. You must give one calendar month's notice if your contract has rolled to month-to-month terms. Early termination during your initial contract period may trigger a fee, but you are protected by the Consumer Protection Act if you cancel within 5 business days of purchase or if the Unit is defective.

The refund process takes 15 business days from your cancellation date or Unit return. Keep records of all emails, confirmations and delivery proofs so you can chase your money if it does not arrive on time. Do not delete your cancellation emails until you have received your refund.

If Cartrack refuses to refund you, charges you beyond your cancellation date or claims you owe an excessive termination fee, you have the right to escalate your complaint to the National Consumer Commission (NCC) or your provincial consumer protection office. Stopee has helped thousands of consumers cancel subscriptions, negotiate refunds and stand up to companies that ignore consumer law. Visit Stopee.com today to find cancellation guides for hundreds of services, track your refund deadlines and get step-by-step support when you need it. Stopee is your partner in taking control of your subscriptions and protecting your money in South Africa.

Cartrack contact details and registered address

• Email: clientservices@cartrack.co.za
• Phone: 011 250 3000
• Postal address: Contact Client Services to request current registered address for formal correspondence
• National Consumer Commission: complaints.ncc.org.za (if Cartrack refuses to process your cancellation or refund)