Cancellation Cartrack: Step-by-Step Guide

What is Cartrack

Service overview

Cartrack is a vehicle tracking and fleet-management service that provides real-time tracking, stolen vehicle recovery and related value-added services.

The service is subscription-based and includes hardware (a Unit) fitted to the vehicle plus app and control-room support.

Who uses it

Cartrack serves individual vehicle owners and businesses that require tracking, recovery and vehicle-management features.

Terms and consumer protections differ for natural persons (consumers) and commercial clients, so check the relevant contract terms.

How to cancel Cartrack

Primary cancellation method

• All cancellations must be submitted in writing to Cartrack Client Services - email [email protected] - or contact 011 250 3000 for assistance.
• Cartrack does not support self-serve cancellation via App Store, Google Play or the website; a written notice is required regardless of how you originally subscribed.

Step-by-step cancellation guide

• Prepare a written cancellation request including your full name, contact details, vehicle registration, account/contract number and preferred cancellation date.
• Email the request to [email protected] and keep a copy of the sent message and any delivery receipt.
• Ask for written confirmation of receipt and the effective cancellation date; follow up by phone on 011 250 3000 if you do not receive confirmation.
• If the Unit must be returned or inspected (e.g., for defective equipment), arrange return/inspection per Cartrack’s instructions and get proof of collection or return.
• If you are a consumer cancelling before the contract end, expect a reasonable cancellation fee based on Cartrack’s acquisition cost; if cancelling at term end, notify in writing as required.
• Note: after the initial contract expiry the agreement typically rolls over to a month-to-month basis and still requires one month’s written notice to cancel.

What happens when you cancel

Service access and billing

Once cancellation is effective, Cartrack should stop charging for ongoing subscription services after the agreed or notified effective date.

If the contract rolled to month-to-month after expiry, you still need to give one month’s written notice for termination.

Equipment and data

If a fitted Unit needs to be returned, follow Cartrack’s return instructions; Cartrack may inspect the Unit before finalising cancellation.

Cartrack will retain any service or tracking data in accordance with its terms and applicable law; request clarification from Client Services if you need data exported or deleted.

Will I get a refund?

Cooling-off and refund timelines

If the agreement resulted from direct marketing, consumers have a 5 business-day cooling-off right under the Consumer Protection Act.

• If no installation took place, a full refund must be paid within 15 business days after cancellation during the cooling-off period.
• If the Unit was installed, a full refund must be paid within 15 business days after the Unit is returned to Cartrack.

Defective Unit or misdescription

If the installed Unit is defective or not as described, you may return the vehicle with the Unit within 10 business days of fitment for Cartrack to inspect.

If Cartrack confirms the Unit is defective, they must either replace the Unit or cancel the agreement, which will trigger the appropriate refund or termination steps.

Cartrack plans and pricing

Pricing summary

Below are Cartrack’s commonly advertised monthly plans and features. Prices include VAT and apply as of early 2025.

All installations are free.

Your consumer rights in South Africa

Cooling-off and CPA protections

Under the Consumer Protection Act (CPA) No. 68 of 2008, consumers who bought via direct marketing have a 5 business-day cooling-off right.

Use this right to cancel for a full refund within the timeframes described, subject to the installation status of the Unit.

Other cancellation rights

• Natural persons may cancel at end of term without penalty, or at any time with 20 business days’ written notice (a reasonable cancellation fee may apply if before term end).
• If the Unit is defective, you may return the vehicle with the Unit within 10 business days of fitment for inspection and remedy.

Customer experiences

Positive feedback

Many customers praise Cartrack for effective stolen-vehicle recovery and an easy-to-use app, and Cartrack reports a high historical recovery rate.

Cartrack’s marketing and review summaries highlight fast recovery times and responsive control-room support for many users.

Negative feedback and common complaints

Some customers report hardware failures, billing issues and difficulties with cancellation or customer support responsiveness.

If you encounter problems, keep written records of all communications and escalate using the written channels described above.

Documentation checklist

What to include in your cancellation request

• Full name and contact details (phone and email).
• Vehicle registration and account/contract number.
• Preferred cancellation date and reason for cancellation.
• Statement requesting written confirmation of receipt and effective cancellation date.

Supporting documents to keep

• Copy of the original contract or service agreement.
• Proof of payment or recent invoices (showing debit orders or charges).
• Evidence of communication (sent emails, call logs and any replies).
• Proof of Unit return or collection, where applicable.

Common mistakes

Not submitting written notice

Many cancellations fail because the customer uses an app store or phone call only.

Always submit a written email to [email protected] and keep a copy for your records.

Missing required details or proof

Requests that do not include account details, vehicle registration or a clear effective date can delay processing.

If the Unit must be returned, not arranging return per Cartrack’s instructions can delay refunds or finalisation.

Comparative recap

Quick policy comparison

After cancelling

Confirmations and follow-up

Keep written confirmation of the effective cancellation date and any refund arrangements from Cartrack Client Services.

If billing continues after the effective date, provide proof of cancellation and contact Client Services immediately to resolve the matter.

Helpful links

• Cartrack FAQ
• Cartrack Standard Terms and Conditions
• Cartrack customer reviews and experiences

Address

Registered office

Cartrack (registered office): 13 Keyes Ave, Rosebank, Johannesburg, 2196, South Africa.

Contact for cancellations

Email: [email protected]

Phone: 011 250 3000