Manage Carbon

How to cancel carbon and understand your refund rights in south africa

What carbon is and why you might want to cancel

Carbon is a subscription-based mobile app and web platform that helps you track and reduce your personal or business carbon emissions. You monitor your environmental impact through daily activity logging, receive personalised reduction recommendations, and manage carbon offset purchases all in one place.

The service operates across iOS, Android, and the web, with billing managed through the platform where you purchased your subscription-Apple App Store, Google Play Store, or the web directly. This multi-platform approach means your cancellation process depends entirely on where you signed up, and understanding this is your first step toward a smooth exit.

Whether you're cancelling because the app no longer fits your lifestyle, you've found an alternative emissions tracker, or you simply want to pause your subscription, Stopee is here to guide you through every detail of the cancellation process and your consumer rights in South Africa.

How the subscription works

Carbon charges a recurring subscription fee (exact pricing varies by region and plan) that renews automatically unless you actively cancel. Your subscription is tied to your account on the platform where you purchased it-not to Carbon's servers alone. This means Apple, Google, or Carbon's web system controls when your subscription renews, and each platform has different cancellation rules.

You'll continue to access paid features until the end of your current billing period, even after you cancel. However, automatic renewal stops immediately, so you won't be charged again after your current period expires.

Why you might cancel carbon

Common reasons for cancellation include: the app's features no longer match your needs, you prefer a different carbon-tracking service, you want to test other emissions calculators, or you're tightening your subscription spending. Whatever your reason, you have the right to cancel without penalty, provided you do so before your next renewal date.

Your consumer rights under south african law

South Africa's Consumer Protection Act (No. 68 of 2008) gives you specific protections when cancelling subscriptions, and understanding these rights strengthens your position if Carbon resists your cancellation request.

14-day cooling-off period and distance transactions

If you purchased your Carbon subscription online (via web, App Store, or Google Play), you fall under the category of a "distance transaction" under the Consumer Protection Act. This means you have the right to cancel within 14 calendar days of purchase without providing a reason and without incurring any penalty.

To invoke this right, you must notify Carbon in writing (email counts) within the 14-day window. Keep a copy of your notification and any response-this becomes evidence if a dispute arises. Most refund requests made within this period should be honoured, though Carbon may deduct reasonable costs if you've already used significant features.

Unfair contract terms and automatic renewal

The Consumer Protection Act also prohibits unfair contract terms, including those that make cancellation deliberately difficult or hidden. If Carbon's terms make cancellation unreasonably hard to complete, or if they charge cancellation fees, those terms may be unenforceable under South African law.

Automatic renewal clauses must be transparent and easy to cancel. If Carbon buried the cancellation instructions or made the process deliberately confusing, you have grounds to escalate to the National Consumer Commission (NCC) in Pretoria.

Refund rights and proration

You're entitled to a refund of any amount you've prepaid for services you haven't yet received. If you cancel mid-cycle, Carbon should refund you on a pro-rata basis for unused days, unless their terms explicitly state otherwise and that term is not deemed unfair. Stopee recommends requesting a pro-rata refund in writing when you cancel, even if Carbon doesn't advertise it.

How to cancel carbon on iOS (Apple app store)

Cancelling your Carbon subscription on iOS requires you to access Apple's subscription management system directly-Carbon cannot cancel your subscription for you on their own platform.

Step-by-step cancellation on iPhone or iPad

1. Open the Settings app on your iPhone or iPad.
   • Look for the grey gear icon on your home screen.
2. Tap your Apple ID name at the top of the Settings menu.
   • If you're not signed in, sign in with your Apple credentials first.
3. Select Subscriptions from the menu options.
   • This shows all active and past subscriptions linked to your Apple ID.
4. Locate Carbon in the list of active subscriptions and tap it.
   • If you don't see Carbon, it may already be cancelled, or you purchased it under a different Apple ID.
5. Tap Cancel Subscription (or Edit Subscription, then Cancel).
   • Apple will show you the cancellation date and any remaining access period.
6. Confirm the cancellation by tapping the final confirmation button.
   • You'll receive an email confirmation from Apple within minutes.

Alternative: cancelling directly within the carbon app on iOS

Some users report being able to tap Manage Subscriptions or Settings within the Carbon app itself, which redirects them to the App Store subscription screen. If this option appears in Carbon, you can use it as a shortcut, but the end result is the same-you're cancelling through Apple's system, not Carbon's.

Pro tip: Apple often shows you promotional offers ("keep this subscription for half price") when you attempt cancellation. Ignore these if you've decided to leave-they're designed to change your mind, and accepting them restarts your subscription term.

Warning: Do not delete the Carbon app from your iPhone without first cancelling the subscription through Settings. Deleting the app does not cancel the subscription; you'll continue to be charged.

How to cancel carbon on android (Google play store)

Cancelling on Android is similar to iOS but uses Google Play's subscription management system instead. Carbon has no control over this process and cannot issue the cancellation themselves.

Step-by-step cancellation on android phone or tablet

1. Open the Google Play Store app on your Android device.
   • Look for the coloured triangle play button icon.
2. Tap your profile icon in the top right corner.
   • It's usually a small circular avatar or image of your Google account.
3. Select Manage subscriptions or Subscriptions (wording varies by device and Android version).
   • This opens a list of all subscriptions associated with your Google Play account.
4. Find Carbon in the list and tap it.
   • You'll see your subscription status, renewal date, and plan details.
5. Tap Cancel subscription.
   • Google Play will ask you why you're leaving-this feedback is optional but helpful for improving services.
6. Confirm cancellation by tapping Cancel subscription again.
   • Google will send you a confirmation email and show a cancellation date on your account.

Alternative: cancelling from within the carbon app on android

Open the Carbon app, find Settings or Account, and look for Manage Subscriptions. Tapping this takes you directly to Google Play's subscription page, saving you a few steps. However, you must still complete the cancellation through Google Play-not through Carbon's own interface.

Pro tip: Write down your cancellation confirmation number or take a screenshot of the confirmation screen. If you're ever charged again by mistake, you'll have proof that you cancelled.

Warning: Like iOS, Google Play may offer retention deals when you attempt cancellation. These are designed to keep you subscribed and restart your billing cycle-decline them if you're certain you want to leave.

How to cancel carbon via the web

If you purchased your Carbon subscription directly through the Carbon website (rather than through Apple or Google), your cancellation process is different and requires account deletion.

Web-based cancellation and account deletion

1. Log into your Carbon account on the Carbon website.
   • Use the email and password associated with your subscription.
2. Navigate to Account Settings or Subscription Management.
   • Look for a menu option labelled Settings, My Account, or Billing-exact wording varies by platform.
3. Review your subscription status and look for a Cancel or Delete Account option.
   • Carbon's web system requires account deletion to cancel subscriptions purchased directly on their website. This is different from app store cancellations.
4. Select Delete Account.
   • Carbon will warn you that this action is permanent and may remove your tracked data and emission history.
5. Confirm the deletion and follow any verification steps (such as clicking a confirmation link in an email).
   • Your account and subscription will be deleted within 24-48 hours.

Pro tip: Before deleting your account, export or save any important emissions data or reports you want to keep. Once your account is deleted, Carbon may not recover this data.

Warning: If you purchased a web subscription but later set up a separate iOS or Android subscription, both must be cancelled independently. Deleting your web account does not cancel app store subscriptions.

What happens after you cancel carbon

Cancelling feels anticlimactic-one moment you're in your account, the next you're wondering if it really worked. Here's exactly what to expect.

Access and billing after cancellation

You retain full access to Carbon's paid features until the end of your current billing period. If you cancelled on 15 March and your billing cycle renews on 30 March, you can still use the app fully until 29 March. On 30 March, your access to premium features stops automatically, and you'll see prompts to resubscribe.

Automatic renewal stops immediately upon cancellation. No further charges will appear on your next billing date unless you resubscribe.

Check your payment method (credit card or linked account) within 5 business days to confirm that no charge appears. If you're charged after cancellation, contact the payment platform (Apple, Google, or your bank) immediately and dispute the charge under the Consumer Protection Act if necessary.

Data retention and deletion

Cancelling your subscription does not automatically delete your account or data. Your emission history, personal settings, and tracked activities remain on Carbon's servers for a period defined in their privacy policy.

If you want your data deleted, you must request it separately from Carbon or delete your account (especially on web). Stopee recommends requesting data deletion in writing via email to ensure you have written confirmation of the request and Carbon's response timeline.

Reactivating your subscription later

If you decide to return to Carbon, you can resubscribe through the same platform. Your data may be restored if Carbon retains it, but this is not guaranteed. Contact Carbon's support team before resubscribing if continuity of your emissions data is important to you.

Will you get a refund after cancellation

Refunds depend on which platform you used, how long ago you purchased, and how much of the subscription you've already used.

Refunds on iOS (Apple app store)

Apple, not Carbon, handles all refunds for App Store subscriptions. Carbon cannot refund you directly, even if you request it. Instead, you must contact Apple through the App Store app or Apple's website.

Apple typically grants refunds within 45 days of purchase if you cancel within that window. After 45 days, refunds are at Apple's discretion and are not guaranteed. If you believe your refund request meets South African consumer law requirements (such as the 14-day cooling-off period), mention this in your refund request to Apple.

To request a refund from Apple: open the App Store, tap your profile, select Purchase History, find Carbon, and tap Report a Problem. Explain your reason for the refund and submit. Apple typically responds within 48 hours.

Refunds on android (Google play store)

Google Play offers a 48-hour automatic refund window only for your first Carbon subscription ever. If you cancel within 48 hours of your very first subscription purchase, Google automatically refunds your payment without questions.

After the 48-hour window closes, refunds are at Google's discretion and are not automatic. You must contact Google Play support directly. Google may refuse refunds for subscriptions you've had for more than 48 hours, especially if you've used significant features.

However, South African consumer law may override Google's terms. If you're within 14 days of purchase (the cooling-off period), request a refund and cite the Consumer Protection Act. Google often honours these requests to avoid regulatory escalation.

To request a refund on Google Play: open the Play Store, tap your profile, go to Manage subscriptions, find Carbon, and tap Report a Problem. Choose Refund and explain that you're exercising your 14-day cooling-off right under South African law.

Refunds for web-based purchases

If you purchased Carbon directly through their website, you must request a refund directly from Carbon, not from a third-party platform. Email their support team (contact details below) with your order confirmation number, date of purchase, and a clear request for a pro-rata refund if you're cancelling mid-cycle.

Carbon should respond within 7-10 business days. If they refuse a refund within 14 days of purchase, escalate to the National Consumer Commission (NCC) in South Africa, citing the cooling-off period and unfair contract terms if applicable.

Pro tip: Always request a refund in writing (email) rather than via chat or phone. Written requests create a paper trail and are much harder for a company to ignore.

Carbon pricing and subscription plans

Exact pricing for Carbon in South Africa is not publicly listed in our verified sources, as costs vary by region, plan tier, and promotional offers at the time of purchase.

Where to find current pricing

Pricing typically includes individual plans (for personal use) and business plans (for corporate teams). Monthly and annual options are usually available, with annual subscriptions offering modest discounts.

Common mistakes to avoid when cancelling carbon

Cancellation sounds simple-tap a button and you're done-but many users stumble on small oversights that leave them charged for months after they thought they'd cancelled.

Deleting the app instead of cancelling the subscription

This is the most common mistake. You delete the Carbon app from your phone to clear space or because you assume it will cancel your subscription. It won't. Your subscription remains active on the platform (App Store, Google Play, or web), and you'll continue to be charged monthly.

Always cancel through your phone's Settings (iOS) or the Play Store app (Android) before deleting the Carbon app. Deletion is a separate action and has no effect on billing.

Cancelling on one platform but not another

If you've used Carbon on both iOS and Android, or switched devices during your subscription, you may have active subscriptions on multiple platforms without realising it. Cancelling on iOS doesn't affect your Android subscription.

Log into each platform where you've used Carbon and confirm cancellation on all of them. Check your email for subscription confirmation receipts to identify every platform you've paid for.

Not confirming the cancellation

It's tempting to assume the cancellation has gone through after you tap the final button. Instead, take a screenshot of the confirmation screen or write down the cancellation date provided. If you're charged again in 30 days, you'll need proof that you cancelled.

Pro tip: Set a phone reminder for one day after your current billing cycle should end. Check your bank or card statement to confirm no charge appears. If it does, you have instant proof of a billing error and can dispute it immediately.

Ignoring retention offers during cancellation

When you tap Cancel on Apple or Google Play, the platform often displays a discount or limited-time offer to keep you subscribed. These are deliberately designed to make you hesitate. If you've already decided to leave, ignore them completely. Accepting restarts your subscription and billing cycle, undoing your cancellation.

Not requesting a refund in writing

If you believe you're entitled to a refund (within 14 days, for example), don't assume the company will offer it automatically. You must request it in writing. A spoken request to customer service staff carries no weight and can be denied with no explanation.

Email Carbon directly with your cancellation request and refund justification. Include your order number, purchase date, and a clear statement that you're exercising your cooling-off right under the Consumer Protection Act. Keep a copy for your records.

Your cancellation checklist

Before you cancel, print or screenshot this checklist to ensure you've covered every step.

Cancellation address and contact information

If you need to escalate a dispute or contact Carbon directly, use the following channels.

Carbon support and contact details

Carbon's primary contact method is through their website and app support systems. For cancellation disputes, billing questions, or refund requests, email their support team at the address listed on joincarbon.com (support contact details vary by region).

When contacting Carbon: Provide your account email, order number (from your app store receipt), and the date you attempted cancellation. Explain that you're within the 14-day cooling-off period if applicable, and request a written response within 7 business days.

If Carbon refuses to honour your cancellation or refund and you believe your rights under the Consumer Protection Act have been violated, escalate to the National Consumer Commission (NCC).

National consumer commission (South africa)

Address: Postal: The National Consumer Commission, Cnr Koeberg and Houghton Drive, The Woodlands Estate, Woodmead, Johannesburg, 2191, South Africa.

Phone: +27 (0)11 670 1627

Email: info@thencc.org.za

Website: thencc.org.za

The NCC handles complaints about unfair contract terms, deceptive marketing, billing disputes, and refusal to honour cancellation requests. Filing a complaint is free and can pressure Carbon to comply with your cancellation or refund request.

Final summary and next steps

Cancelling Carbon is straightforward when you know the right steps, but the process varies depending on whether you subscribed via iOS, Android, or the web. The key is acting decisively: identify your platform, cancel through the correct channel (Apple Settings, Google Play, or Carbon's website), confirm the cancellation with a screenshot, and verify your bank statement within days to catch any billing errors.

Your rights under South Africa's Consumer Protection Act are stronger than you might expect. You have the right to a 14-day cooling-off period for distance transactions, the right to fair contract terms, and the right to pro-rata refunds for unused services. If Carbon refuses to honour these rights, the National Consumer Commission is ready to advocate on your behalf.

Stopee has helped thousands of consumers cancel subscriptions with confidence, and we're committed to empowering you to take control of your own accounts. If you've cancelled Carbon and faced resistance, or if you're unsure whether you're entitled to a refund, Stopee remains your trusted guide through every step of the consumer rights process.