Manage Infotracer

How to cancel infotracer and protect your privacy in south africa

What is infotracer and why south africans use it

Infotracer is an online subscription service that compiles background checks, people searches and public record lookups from aggregated data sources. The platform pulls information from both public records and proprietary databases to deliver search results to individual users and small businesses.

South Africans typically subscribe to Infotracer for personal research, locating individuals, verifying public information or conducting preliminary screening. While the service offers convenient access to consolidated data, it is not a regulated consumer-reporting agency under South African law, which means your rights and protections differ from traditional credit reporting services.

Who typically subscribes

Individual users access Infotracer for personal investigations, background research or locating contact details. Small business owners sometimes use it for preliminary checks before hiring or entering partnerships. If you subscribed impulsively, rarely use the service or have privacy concerns about data aggregation, cancellation is straightforward through Stopee's guidance below.

How the service works

You create an account, select a subscription tier and pay either a one-time or recurring fee. Access continues until you actively cancel or your subscription expires. The service does not require a credit check or approval process, making signup faster than traditional services but also making cancellation equally important if you change your mind.

Your consumer rights in south africa and why they matter

South African consumer protection law, primarily the Consumer Protection Act 68 of 2008, gives you specific rights when dealing with subscription services like Infotracer.

The consumer protection act and cooling-off period

The Consumer Protection Act requires that distance transactions (online purchases) come with a cooling-off period. You typically have 5 business days from purchase to cancel without penalty, provided you have not received or consumed the service. If Infotracer delivered your search results within that window, you may still have grounds to request a refund under consumer law.

Most importantly, any automatic renewal must be pre-authorised clearly before charging. If Infotracer charged you without explicit written consent to a recurring fee, the National Consumer Commission (NCC) can compel a refund. Stopee recommends saving all emails and receipts that show whether you agreed to automatic renewal.

Your escalation rights if cancellation is refused

If Infotracer refuses to cancel your account or process a refund you believe you are entitled to, you can lodge a complaint with the National Consumer Commission. The NCC has authority to investigate unfair contract terms, hidden charges and deceptive cancellation practices. Contact the NCC at complaints@nccc.org.za or via their website.

Additionally, your bank or card issuer can dispute a charge on your behalf if you can provide evidence that the service failed to deliver, was fraudulently charged or breached the cooling-off period. This is a powerful backup route if direct negotiation with Infotracer stalls.

Step-by-step cancellation methods for infotracer

Infotracer offers multiple cancellation routes, and Stopee recommends starting with the website method for fastest confirmation, then escalating to registered mail if the online option fails.

Cancel via the infotracer website (recommended first step)

This is the quickest route and leaves you with instant confirmation. Follow these steps carefully.

1. Log in to your Infotracer account using your registered email and password.
   • If you have forgotten your password, use the "Forgot Password" link to reset it first.
2. Navigate to your account settings or "My Account" section.
   • This is typically found in the top-right menu or under your profile icon.
3. Look for a "Subscription," "Billing" or "Manage Subscription" tab.
   • Do not confuse this with "Edit Payment Method"-you need the cancellation option specifically.
4. Select "Cancel Subscription" or "Opt Out" and confirm your choice.
   • Infotracer will likely ask why you are cancelling; provide brief feedback if you wish, but it is not required.
5. Take a screenshot of the cancellation confirmation page and save any confirmation email sent to your inbox.
   • Pro tip: Forward this confirmation to yourself with the subject line "Infotracer Cancellation Proof" and store it in a dedicated folder for future reference.
6. Verify that no further charges appear on your statement within 7 days.
   • If a charge posts after cancellation, contact Infotracer support with your confirmation number within 48 hours.

Cancel by email to infotracer support

If you cannot access your account or prefer written documentation, email is a reliable alternative. Use this method if the website option is not available or has not produced a clear confirmation.

1. Compose a cancellation email to support@infotracer.com with the subject line "Account Cancellation Request-[Your Name]."
   • Keep the subject clear and professional so your email is prioritised.
2. Include the following details in the email body:
   • Your full name as registered on the account.
   • The email address associated with your Infotracer account.
   • Your order number (if you have it from a receipt).
   • The date you purchased or first subscribed.
   • A clear statement: "I request immediate cancellation of my subscription effective today."
3. Send the email and immediately check for a read receipt or auto-response.
   • If you do not receive a human response within 48 hours, send a follow-up email with "URGENT: Follow-up to Cancellation Request" in the subject line.
4. Save all email correspondence in a folder labelled "Infotracer Cancellation."
   • Warning: Do not delete these emails; they are your proof of cancellation attempt and will be critical if a dispute arises.

Cancel by phone with infotracer customer service

Speaking directly with a representative can provide immediate clarity, though you must secure written confirmation.

1. Call Infotracer's customer service line at (800) 791-1427.
   • This is a US-based number; international calling rates may apply from South Africa.
2. When connected, clearly state: "I want to cancel my subscription effective immediately."
   • Do not be persuaded by retention offers unless they include a refund you did not expect.
3. Ask the representative for a confirmation number and note it down immediately.
   • Request that they email you a cancellation confirmation to your registered email address.
4. Follow up with a confirmation email of your own to support@infotracer.com stating the date, time and representative name from your call.
   • This creates a second layer of proof that you initiated cancellation verbally.

Cancel if you subscribed via apple app store or google play

If you signed up through a mobile app, cancellation happens through that platform's subscription management system, not through Infotracer directly.

1. For Apple App Store (iPhone/iPad):
   • Open Settings, tap your name, select Subscriptions.
   • Find Infotracer and tap "Cancel Subscription."
   • Confirm the cancellation and note the effective date.
2. For Google Play (Android):
   • Open Google Play, tap your profile icon, select Payments and Subscriptions, then Subscriptions.
   • Tap Infotracer and select "Cancel Subscription."
   • Confirm and save the cancellation confirmation.
3. In both cases, take a screenshot of the cancellation confirmation.
   • Even though you cancelled through the app store, send Infotracer an email confirming the cancellation so both parties have a record.

Cancel by registered mail (strongest legal option)

If all digital methods fail or you want the strongest possible proof, use registered mail to cancel. This leaves an official trail.

1. Address a letter to Infotracer at:
   • Data Management Department
     Infotracer
     227 Lewis Wharf
     (Check Infotracer's website for the full mailing address including city and postal code.)
2. Alternatively, use their PO Box if a street address is not available:
   • Contact Infotracer support to confirm the PO Box details before sending.
3. Write a brief, formal cancellation letter:
   • "Dear Infotracer, I hereby request the immediate cancellation of my subscription effective today. My account is registered under [Your Full Name] at [Your Email Address]. Please confirm this cancellation in writing within 5 business days. [Your Signature]."
4. Send the letter via registered mail with a proof-of-delivery receipt.
   • Keep the receipt and the photocopy of your letter for your records.
5. Allow 10-15 business days for a response.
   • If no response arrives, you have proof of attempted cancellation, which strengthens any dispute claim with your bank or the NCC.

What happens to your account after you cancel

Cancellation does not instantly vanish your account or erase your data, and understanding the timeline protects you from unexpected charges.

Account access and data retention

Most subscriptions allow access until the end of the current paid period, even after you cancel. If you paid monthly and cancel on day 15 of your month, you can usually search until day 30 or 31. Check your cancellation confirmation email for the exact end date.

Your personal data (search history, saved results, profile information) typically remains in Infotracer's system. You can request deletion under South African data protection law (POPIA-Protection of Personal Information Act). Email support@infotracer.com with the subject "Data Deletion Request" to formally ask Infotracer to erase your profile and search history.

Billing and automatic renewal

A successful cancellation stops all automatic renewals. However, if a charge has already posted before you cancelled, you remain liable for that billing cycle unless you qualify for a refund exception. Stopee advises checking your bank statement 7 days after cancellation to confirm no further charges appear.

If a charge posts after cancellation, you have two immediate steps: contact Infotracer with your cancellation confirmation number, then contact your bank to dispute the charge if Infotracer does not refund within 5 business days.

Refunds: when you might qualify and how to claim them

Infotracer's standard policy is that fees are non-refundable once service access or records have been delivered. However, South African consumer law creates exceptions that you should know.

Standard refund policy and its limitations

Once you have accessed search results or downloaded reports, Infotracer will typically refuse a refund. The company classifies this as a "delivered service." However, this stance does not override consumer law, and Stopee's evidence suggests many customers successfully dispute this position.

When you can claim a refund

You have strong grounds for a refund in these situations:

• Cooling-off period (5 business days): If you cancel within 5 business days of purchase and have not substantially used the service, consumer law entitles you to a refund.
• Unauthorized charges: If Infotracer charged you without explicit consent for automatic renewal, the charge is unlawful under the Consumer Protection Act.
• Service failure: If search results were not delivered, were significantly delayed or contained incorrect information that made the service unusable, you can request a refund.
• Billing errors: If you were overcharged, charged twice or billed for a service you did not purchase, dispute it immediately.

How to request a refund from infotracer

1. Email support@infotracer.com with the subject "Refund Request-Account [Your Email]."
2. Clearly state your reason, referencing the grounds above.
   • Example: "I purchased this subscription 3 days ago and have not used it. I request a full refund under the cooling-off period in the Consumer Protection Act."
3. Include your order number, purchase date and any proof (screenshots of charges, cancelled confirmation, etc.).
   • The more documentation you provide, the faster Infotracer will process your claim.
4. Allow 5-7 business days for a response.
   • If Infotracer refuses, escalate to your bank's dispute process (see below).

Dispute the charge with your bank or card issuer

Warning: This is your most powerful lever if Infotracer refuses a legitimate refund claim. Your bank has authority to reverse charges on your behalf.

1. Contact your bank's dispute or fraud team and explain the situation.
   • Provide your cancellation confirmation, refund request email and any proof that the service was not delivered or was unauthorized.
2. File a formal dispute (also called a "chargeback" or "transaction reversal") for the charge.
   • Your bank will investigate within 30-60 days and either reverse the charge or uphold it.
3. Keep all correspondence with your bank in a dedicated file.
   • Many banks will side with you if you have proof of cancellation and a refund request.

Infotracer pricing in south africa and what you are paying for

Infotracer's pricing structure is not transparently displayed for South African customers, and ZAR-denominated rates are rarely published online.

Available pricing information

Where to find your actual charges

Check your bank statement or email receipts from Infotracer for the exact amount you were charged. The service converts USD pricing to ZAR using its bank's exchange rate on the day of purchase, which may be higher than the mid-market rate. If you notice a significant markup, contact your bank to verify the conversion rate; some banks add a foreign exchange fee on top.

Common cancellation mistakes and how to avoid them

Cancellation often feels simple, but a single overlooked step can leave you paying for another month. Here are the traps Stopee sees most often.

Mistake 1: relying on email without follow-up confirmation

You send an email to support@infotracer.com and assume it is cancelled. Three weeks later, another charge appears. The reality is email support has high response delays, and your message may not have reached the correct department.

How to avoid it: Always follow up with a second email if you do not receive confirmation within 48 hours. Include your original email date in the subject line. Better still, combine email with a phone call or registered mail to create multiple proof points.

Mistake 2: cancelling through the app but not confirming with infotracer

You cancel your subscription via Apple App Store or Google Play and assume you are done. Months later, Infotracer is still sending you promotional emails or you discover renewal charges.

How to avoid it: App store cancellation stops payment through that platform, but Infotracer's internal system may not sync immediately. Send a follow-up email to support@infotracer.com stating you cancelled via [Apple App Store / Google Play] on [date] and request written confirmation that your account is closed.

Mistake 3: not saving proof of cancellation

You cancel, receive a confirmation, then delete the email. Months later, a dispute arises and you cannot prove you cancelled.

How to avoid it: Screenshot every confirmation page. Save every email. Print registered mail receipts. Store everything in a folder labelled "Infotracer Cancellation." This folder is your insurance policy.

Mistake 4: assuming the cooling-off period does not apply

You believe Infotracer's non-refundable policy is final and do not request a refund within 5 business days of purchase.

How to avoid it: The Consumer Protection Act's 5-day cooling-off period overrides any non-refund policy for distance transactions. If you purchased online within the last 5 business days, request your refund immediately, citing the Consumer Protection Act 68 of 2008. Do not accept a "no refund" response as final-escalate to your bank or the NCC.

Checklist: cancellation confirmation steps

Use this checklist to ensure you have completed cancellation correctly and have the proof you need.

Final steps and how stopee can help you stay cancellation-ready

Cancelling Infotracer is straightforward if you follow the steps above and keep your proof organized. The key is acting quickly, using multiple cancellation methods if the first one does not produce clear confirmation, and understanding that South African consumer law is on your side if the company tries to hide behind a non-refund policy.

Stopee (stopee.com) has guided thousands of South African consumers through subscription cancellations just like this one. Whether you are wrestling with automatic renewals, disputing unauthorized charges or simply want to close an account you no longer use, Stopee's step-by-step guidance and consumer rights framework ensure you keep control of your money and your data. Your decision to cancel is valid, and your rights are protected by law-do not let any company suggest otherwise.

Contact information for infotracer

Save these contact details for your cancellation attempt:

• Email: support@infotracer.com
• Phone: (800) 791-1427
• Postal address (registered mail):
  Data Management Department
  Infotracer
  227 Lewis Wharf
  (Confirm full address with support before sending.)
• Alternative mailing address (opt-out requests): PO Box details available upon request to support@infotracer.com

If infotracer refuses to help

Escalate to the National Consumer Commission:

• Email: complaints@nccc.org.za
• Website: www.nccc.org.za
• Phone: +27 (0)10 019 4800

File your complaint with copies of your cancellation request, confirmation emails, refund request and any bank correspondence. The NCC has legal authority to compel Infotracer to honour cancellations and refunds that breach the Consumer Protection Act.