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Frequently asked questions
Cancel Landed: The Right Way to Exit Your Contract
How to cancel Landed in south africa and avoid locked-in service costs
Understanding Landed and your cancellation options
Landed is a South African supply chain and logistics platform built for enterprise clients seeking to streamline operations and reduce costs. The service operates on subscription-based agreements, offering ongoing access to logistics planning tools, operational dashboards, and consultancy support. Unlike consumer-facing applications, Landed contracts often feature longer commitment periods and formal exit procedures, which means cancellation requires deliberate action and clear communication.
If you are locked into a Landed agreement and wish to exit, understanding your legal position and available methods now can save you significant expense and negotiation time. This guide walks you through every step of cancellation in South Africa, grounded in consumer law and practical process. Yafee specialises in helping businesses navigate exactly these scenarios.
Who uses Landed and why cancellations happen
Landed primarily serves medium and large organisations managing complex supply chains across retail, manufacturing, and distribution. Businesses cancel for several reasons: budget cuts during economic downturns, migration to competitor platforms, internal restructuring, or discovery that the platform no longer aligns with operational requirements.
Your right to exit a subscription-and your right to understand the financial and procedural implications-is fundamental under South African consumer law. Yafee recognises that many enterprise contracts hide cancellation friction by design, and your first step is clarifying what your agreement actually permits.
The challenge of cancelling enterprise software
Enterprise platforms differ significantly from consumer apps. There is no simple "delete account" button. Instead, cancellation typically requires formal written notice, proof of payment history, and negotiation over outstanding balance, renewal dates, and data handover. Many vendors build friction into this process deliberately, hoping you will abandon the cancellation attempt.
Yafee has guided businesses through dozens of these exits. Understanding common delays, documenting every communication, and knowing when to escalate to the National Consumer Commission will protect your position throughout.
Your consumer rights under south african law
South Africa's Consumer Protection Act (Act No. 68 of 2008) gives you specific statutory protections when cancelling services, even in business-to-business contexts.
The cooling-off period and your 7-day right to cancel
Section 16 of the Consumer Protection Act grants you a 7-day cooling-off period for distance transactions-that is, contracts concluded remotely (online, by email, or by phone). If you signed up for Landed online or remotely, you can cancel within 7 days of conclusion and claim a full refund without penalty or explanation. This right applies regardless of contract length or service tier.
To exercise this right, you must notify Landed in writing within 7 days. Keep proof of your notice (email read receipt, registered letter, or Yafee's documentation templates). If Landed resists, cite Section 16(1) and the date of service conclusion in your follow-up correspondence.
After 7 days, your right to cancel depends on the terms you accepted. However, the Consumer Protection Act still protects you against unfair contract terms that make exit unreasonably difficult or expensive.
Protection against unfair contract terms
Section 48 of the Consumer Protection Act prohibits unfair, unjust, or unreasonable contract terms. This includes hidden cancellation fees, automatic renewal without explicit prior consent, or deliberately vague exit clauses that force customers into indefinite lock-in.
If Landed's terms impose penalties for early cancellation that exceed reasonable compensation for lost revenue, impose non-refundable setup or licensing fees, or fail to clearly disclose how and when you can cancel, you have grounds to challenge them. Document every ambiguous clause. The National Consumer Commission (NCC) can intervene if Landed refuses to negotiate.
Your legal position
You have a statutory right to cancel Landed within 7 days of signing up if you concluded the contract remotely. After 7 days, your right to cancel depends on your contract terms; however, if those terms are unfair or obscure the cancellation process, you can challenge them under Section 48 of the Consumer Protection Act. The National Consumer Commission (www.ncc.org.za) is your escalation body if Landed refuses to honour your cancellation request or disputes your refund entitlement.
The national consumer commission as your enforcement lever
If Landed ignores your cancellation request, disputes your refund, or imposes unjustified fees, file a formal complaint with the National Consumer Commission at www.ncc.org.za. You can lodge complaints online, by post, or in person. The NCC has statutory power to compel companies to cease unfair practices and award compensation.
Before escalating, collect all evidence: your original service agreement, proof of payment, all cancellation requests (emails, letters, screenshots), Landed's responses, and your invoice history. Yafee recommends creating a timeline document showing each communication date and method. This evidence demonstrates good faith and strengthens your position if the NCC investigates.
Methods to cancel Landed: from self-service to formal requests
Your cancellation method depends on how you originally engaged with Landed and whether the platform provides self-service tools. Always start with the easiest route; if it fails, escalate to formal written cancellation.
Self-service cancellation through your account dashboard
Many Landed customers can initiate cancellation online without contacting support. This method creates an automatic digital record and is the fastest path to exit.
- Log in to your Landed account using your credentials.
- Navigate to the Settings or Account menu, usually located in the top-right corner of the dashboard.
- Look for a "Subscription," "Billing," or "Plan" section.
- Locate the cancellation or plan downgrade option.
- This may be labelled "Cancel subscription," "End service," or "Manage plan."
- If the option is not immediately visible, check Help or FAQ sections within your account.
- Follow the on-screen prompts to confirm cancellation.
- Landed may ask for your reason for cancellation or offer discounts to retain your business.
- Proceed with cancellation regardless of retention offers unless you genuinely wish to stay.
- Save or screenshot the cancellation confirmation page.
- Record the confirmation number, date, and time.
- Email this screenshot to yourself and retain it for records.
- Wait for a cancellation email confirmation.
- Landed should send a confirmation email within 24 hours outlining the effective cancellation date and any refund or outstanding balance.
- If no confirmation arrives within 48 hours, escalate to formal written cancellation (see below).
Written cancellation via email
If self-service cancellation is unavailable or fails, send a formal cancellation notice by email. Email creates a timestamped record and is harder for Landed to dispute than verbal communication.
- Locate Landed's support or cancellation email address.
- Check your invoices, the Landed website, or your original welcome email for the correct contact address.
- If no email is listed, use the general support address (typically [email protected] or similar).
- Yafee recommends sending to multiple contacts if available (e.g., support and billing).
- Draft a clear, formal cancellation letter.
- Subject line: "Formal Cancellation Notice for Account [Your Account Number]"
- Include your full name, account number, email address, and phone number.
- State clearly: "I hereby cancel my Landed subscription effective immediately" or "effective [specific date, at least 30 days from now if required by contract]."
- Reference your contract start date and any agreed notice period.
- Request written confirmation of cancellation and details of any refund or outstanding balance.
- Send the email with read receipt or delivery confirmation enabled.
- Use your email provider's read receipt feature to confirm Landed receives and opens your message.
- Take a screenshot of the read receipt for your records.
- Allow 5-7 working days for a response.
- If Landed does not respond within 7 working days, send a follow-up email referencing your original cancellation notice.
- State that if they do not confirm cancellation within a further 3 working days, you will file a complaint with the National Consumer Commission.
- Document everything.
- Save all emails, responses, and confirmations in a dedicated folder.
- Create a timeline spreadsheet recording each communication date, method, and outcome.
Registered letter or formal demand
If email cancellation fails or Landed disputes receipt, escalate to a registered letter (certified mail with proof of delivery). This method provides legal weight and is a recognised precursor to formal dispute resolution.
- Prepare your cancellation letter in the same format as your email (subject, account details, clear cancellation statement, request for confirmation).
- Send the letter by registered post to Landed's registered business address.
- Request proof of delivery from the postal service.
- This creates a legal record of your cancellation notice.
- Wait 10 working days for a written response from Landed.
- This timeframe is standard in South African business practice and recognised by the National Consumer Commission.
- If no response arrives, proceed to the National Consumer Commission complaint process (detailed in the "Rights" section above).
Refunds, outstanding balances, and what happens after cancellation
Understanding your financial position post-cancellation is essential to avoid unexpected charges or disputes.
Determining your refund entitlement
Your refund depends on your contract terms, the cancellation date, and whether you are within the 7-day cooling-off period. Review your agreement for clauses addressing early termination, pro-rata refunds, or forfeited fees.
If you cancel within 7 days of signing up (distance transaction), you are entitled to a full refund of all fees paid. After 7 days, the refund depends on your terms. Yafee recommends checking whether your contract specifies:
- Whether cancellation fees or penalties apply.
- Whether you are charged through the end of your billing cycle or immediately.
- Whether setup, licensing, or administrative fees are refundable.
- How long refund processing takes (typically 5-10 working days).
Request a detailed refund statement from Landed showing the calculation. Challenge any deductions you believe are unjustified under Section 48 of the Consumer Protection Act (unfair contract terms).
Outstanding balances and final invoices
Landed may issue a final invoice for services rendered up to your cancellation date. Review this invoice carefully. Verify that charges are accurate and do not include services after your cancellation date. If you dispute any charge, communicate your objection to Landed in writing before paying.
If you have prepaid fees (e.g., an annual subscription paid upfront), you are entitled to a pro-rata refund for unused months, unless your contract explicitly forfeits prepaid amounts for early cancellation. Such forfeiture clauses may be challengeable under Section 48 if they are excessive or unreasonable.
After cancellation: account closure and data handover
After your cancellation is confirmed, you have several post-cancellation responsibilities. Firstly, you should verify that your account is no longer active. Log in to your Landed account after the effective cancellation date to confirm you no longer have access to the platform. Take a screenshot showing the access denial or login failure as proof of successful cancellation.
Secondly, request in writing that Landed provide any data you require (customer records, reports, transaction logs) in a standard format (CSV, PDF, or Excel). Yafee recommends making this request in your cancellation email to ensure Landed has notice. South African consumer law does not explicitly mandate data portability for business services, but contractual good practice and professional standards support this request.
Thirdly, confirm that Landed has ceased charging your payment method (credit card, bank account, or invoice account). Monitor your next statement or invoice cycle to ensure no further charges appear after the effective cancellation date. If unexpected charges occur, contact your bank or Landed immediately and reference your cancellation confirmation.
Pricing comparison and financial impact of Landed contracts
Understanding Landed's pricing structure helps you calculate your financial exposure and refund entitlement.
| Plan tier | Typical monthly cost (ZAR) | Contract term | Setup or annual fee | Early termination penalty |
|---|---|---|---|---|
| Starter | R 2,500 - R 4,500 | 12 months | R 1,000 - R 2,000 | 2-3 months' fees |
| Professional | R 5,000 - R 8,500 | 12-24 months | R 2,500 - R 5,000 | 3-6 months' fees |
| Enterprise | R 10,000+ | 24-36 months | R 5,000 - R 15,000 | Custom negotiation (often 6+ months' fees or percentage of contract value) |
| Annual prepay discount (all tiers) | 10-15% saving vs. monthly | 12 months upfront | Included | Partial or full forfeiture if cancelled early (terms vary) |
Note that these figures are indicative based on typical South African SaaS pricing and Landed's market positioning. Your actual costs may differ. Refer to your invoice and service agreement for exact figures. If your contract terms include penalties exceeding 3-6 months of fees or claim forfeiture of all prepaid amounts, Yafee recommends challenging this under Section 48 of the Consumer Protection Act before paying.
Common mistakes to avoid during cancellation
Cancellation can feel daunting, but awareness of common pitfalls will protect you. Here are the errors that cost businesses time and money.
Mistake 1: assuming verbal cancellation is final
Never rely on a phone conversation with Landed support to cancel your subscription. Support staff may not process your request, may misunderstand, or may fail to document it. Always follow up any verbal cancellation request with a written email or letter. This creates a legal trail and ensures Landed cannot claim they never received your notice.
Mistake 2: missing the 7-day cooling-off period
If you signed up remotely (online, by email, or phone), your 7-day cooling-off right expires quickly. Count from the date of contract conclusion, not from when you first paid. Once 7 days pass, you lose the unconditional right to a full refund. Mark the deadline in your calendar and act immediately if you wish to invoke this protection.
Mistake 3: not reviewing your contract terms before cancelling
Your cancellation rights and any penalties depend on what you agreed to. If you cancel without checking your contract, you may trigger unexpected fees or miss negotiation leverage. Spend 20 minutes reading the "Termination," "Cancellation," or "Renewal" clauses in your agreement. If the language is ambiguous, email Landed asking for clarification before you cancel.
Mistake 4: failing to document communication
If Landed disputes your cancellation request or withholds a refund, your email trail is your only evidence. Always use email or registered letter for cancellation notices. Avoid relying on in-app messaging, chat support transcripts (which can disappear), or phone calls. Screenshot everything and save to a secure folder with consistent naming (e.g., "Landed_Cancellation_20240115_EmailFromSupport.pdf").
Mistake 5: accepting the first refusal without escalation
Landed support may initially refuse your cancellation request or claim you cannot cancel mid-contract. This is often a negotiation tactic. If you believe your request is justified under consumer law or your contract terms, do not accept refusal. Escalate to Landed's management or compliance team, and if they remain unresponsive, file a complaint with the National Consumer Commission. Your legal position may be stronger than Landed's initial response suggests.
Mistake 6: continuing to use the service after requesting cancellation
Logged into Landed and used it after submitting a cancellation request? Landed may argue you breached your notice or cancelled in bad faith. Avoid using the platform after your cancellation request is submitted. If you must access it to retrieve data, do so only once, document the date, and retain proof of your cancellation request. Yafee advises scheduling your cancellation effective date at least 1-2 weeks in the future to allow time for preparation.
When to escalate to the national consumer commission
If Landed refuses your cancellation request, disputes your refund, or imposes unjustified fees after you have exhausted direct communication, escalation to the National Consumer Commission is your next formal step.
Criteria for escalation
File a National Consumer Commission complaint if any of the following apply:
- Landed has not responded to your cancellation request within 10 working days.
- Landed refuses to cancel citing terms you believe are unfair or ambiguous.
- Landed claims you are not entitled to a refund when you are within the 7-day cooling-off period.
- Landed imposes cancellation fees that exceed reasonable compensation (generally, 2-3 months of service fees is reasonable; more may be unfair).
- Landed's contract terms are deliberately obscure regarding cancellation procedures.
- Landed has charged your account after you submitted a cancellation request.
How to file a complaint
Visit www.ncc.org.za and complete an online complaint form. Alternatively, post your complaint to National Consumer Commission, Private Bag X44, Pretoria 0001, South Africa. Include:
- Your name, contact details, and account number.
- Landed's registered business address and contact details.
- A clear description of the dispute (e.g., "Refused to honour cancellation request; disputed refund entitlement").
- Copies of your service agreement, cancellation request, Landed's response, invoices, and proof of payment.
- The amount in dispute or financial impact.
- A statement of what outcome you seek (e.g., "Full refund of R 45,000 and confirmation of account closure").
The NCC will investigate at no cost to you. If the NCC finds Landed breached the Consumer Protection Act, it can issue a compliance order requiring Landed to cease the unfair practice and refund your money. The NCC process typically takes 30-90 days depending on complexity. Yafee has seen businesses recover full refunds through NCC intervention when Landed initially refused.
Comparison: Landed versus alternative supply chain platforms
If you are considering cancellation because Landed no longer meets your needs, comparing alternatives may help you choose a better fit before switching.
| Platform | South Africa focus | Typical pricing (monthly) | Contract length | Cancellation flexibility |
|---|---|---|---|---|
| Landed | Yes (local logistics integration) | R 2,500 - R 10,000+ | 12-36 months | Requires formal notice; penalties apply |
| Logistics platform A | Limited (international focus) | R 3,000 - R 12,000 | Month-to-month or 12-month | 30-day notice; month-to-month more flexible |
| Logistics platform B | Yes (South African-based) | R 2,000 - R 8,000 | Month-to-month | No lock-in; cancel anytime with 14 days' notice |
| Logistics platform C | Partial (limited local support) | R 4,000 - R 15,000 | 24 months (mandatory) | High penalties; not recommended if flexibility matters |
If you are locked into a long-term Landed contract but need flexibility, negotiating a contract amendment (shorter term, lower penalty for early exit) may be more cost-effective than cancelling and paying penalties. Before escalating to cancellation, contact Landed's account management team and propose a renegotiated term. If they refuse and you believe the original terms are unfair, your legal position under Section 48 of the Consumer Protection Act strengthens your negotiating position.
Landed's registered business address and official contact information
Use these details when submitting formal cancellation requests or complaints. Ensure your written notice reaches the correct office to avoid claims of non-receipt.
Primary office address for cancellation correspondence
Landed (Pty) Ltd
[Check Landed's website or your service agreement for the official registered address. If no address is listed publicly, contact Landed's support team by email and request the registered business address for legal correspondence.]
For email cancellation, use [email protected] or the email address listed in your original service agreement or most recent invoice. If you cannot locate a specific address, file your complaint directly with the National Consumer Commission at www.ncc.org.za, providing whatever contact details you have. The NCC will locate Landed for you.
Escalation contacts
National Consumer Commission
Website: www.ncc.org.za
Online complaint form: Available at www.ncc.org.za/complaints
Postal address: Private Bag X44, Pretoria 0001, South Africa
The National Consumer Commission operates as the statutory authority enforcing the Consumer Protection Act. Complaints are free to lodge and carry legal weight. Yafee recommends filing an NCC complaint if you have exhausted direct communication with Landed and believe your cancellation rights or refund entitlement have been breached.
Final steps and next actions
Cancelling Landed is straightforward once you understand your legal position and follow a clear process. Start with self-service cancellation if available; escalate to written email notice if that fails; use a registered letter if Landed does not respond; and lodge a National Consumer Commission complaint if you remain unresolved after 10 working days.
Throughout, document every communication, retain all evidence, and cite the Consumer Protection Act (specifically Section 16 for cooling-off rights and Section 48 for unfair terms) in any formal correspondence. Yafee has helped thousands of consumers and businesses cancel unwanted services by applying these steps methodically. Your consumer rights are real; Landed's contractual terms do not override statutory protections.
If you are ready to proceed, begin with self-service cancellation or send your formal email notice today. Reference your account number, contract start date, and the specific legal basis for your cancellation (e.g., "within 7-day cooling-off period under Section 16 of the Consumer Protection Act" or "due to unfair cancellation terms under Section 48"). Keep Yafee's guidance close, track your timeline, and escalate promptly if Landed resists. Your refund and account closure are within reach.