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Frequently asked questions
Cancel Carbon: The Right Way
How to cancel Carbon and reclaim your money under south african consumer law
What Carbon is and why cancellation matters
Carbon is a subscription-based platform that tracks your personal and business carbon emissions, offering daily activity logging, personalised reduction recommendations, and carbon offset management across iOS, Android, and web. You pay a recurring subscription fee that renews automatically, and your billing method determines where and how you cancel. Understanding this link between your payment platform and your cancellation route is essential to avoiding unnecessary delays or failed cancellation attempts.
Whether you signed up via the Apple App Store, Google Play Store, or Carbon's web platform directly, the cancellation process differs significantly. Your subscription lives on the platform where you purchased it, not solely on Carbon's servers. Yafee specialises in cutting through this complexity, and this guide will walk you through your exact cancellation steps based on your purchase method and your full rights under South African law.
The subscription model explained
Carbon operates on automatic renewal: your subscription charges recur on a fixed date each month or year until you cancel. You retain access to all paid features until the end of your current billing cycle, even after you submit a cancellation request. After your cycle ends, automatic renewal stops and you will not be charged again. This grace period is your protection against accidental lockouts.
Common reasons to cancel
You might cancel because the app no longer suits your needs, you prefer a competing emissions tracker, you want to test alternatives, or you are reducing subscription expenses. Whatever your reason, South African consumer law protects your right to cancel without penalty, provided you act before your next billing renewal. Yafee has guided thousands of users through this process, and your cancellation is entirely within your rights.
Your legal position under south african consumer law
South Africa's Consumer Protection Act (No. 68 of 2008) is the foundation of your cancellation rights, and understanding these protections ensures you know exactly where you stand if Carbon disputes your request.
The 14-day cooling-off period for distance transactions
If you purchased Carbon online-via web, App Store, or Google Play-you are a party to a "distance transaction" as defined by the Consumer Protection Act. This grants you an unconditional right to cancel within 14 calendar days of purchase without providing reason and without incurring penalty. You must notify Carbon in writing (email qualifies) within this window. Retain copies of all notifications and Carbon's responses; this documentation is your evidence if a dispute reaches the National Consumer Commission (NCC).
Your legal position: You are protected by Section 16 of the Consumer Protection Act. Carbon cannot charge a cancellation fee or demand explanation within 14 days of your purchase. If they refuse, the NCC in Pretoria is your enforcement route.
Unfair contract terms and transparency requirements
The Consumer Protection Act prohibits unfair terms that deliberately obstruct cancellation or hide fees. If Carbon's terms deliberately bury cancellation instructions, require multiple steps to cancel, or impose hidden charges for cancellation, those terms are likely unenforceable. Transparency is non-negotiable: Carbon must make cancellation as easy as subscription signup.
Refund entitlements and pro-rata credit
You are entitled to a refund of any amount you have prepaid for services you have not yet received. If you cancel mid-cycle (for example, 15 days into a 30-day billing period), Carbon should refund you on a pro-rata basis. This means they may deduct costs for the portion of the month you used, but must return the unused balance. If you cancel within the 14-day cooling-off period, a full refund is your entitlement unless you have consumed a substantial portion of the service.
Where you can cancel Carbon
Your cancellation method depends entirely on where you purchased your subscription, and each platform has distinct procedures you must follow.
Cancel through the apple app store
If you subscribed via Apple, you cancel through Apple's ecosystem, not Carbon's website or app. Apple manages your subscription renewal and billing, and your cancellation instructions go to Apple, not to Carbon directly. Follow these steps:
- Open the Apple App Store app on your iPhone, iPad, or Mac
- Navigate to your account: tap the profile icon (top right on iPhone; click your name on Mac)
- Select "Subscriptions"
- Locate "Carbon" in the active subscriptions list
- Tap "Carbon" and select "Cancel Subscription"
- Confirm your cancellation request and note the end date of your current billing cycle
- Retain the on-screen confirmation screenshot for your records
Apple processes cancellations immediately, and you retain access until your cycle ends. You will receive a confirmation email from Apple within 24 hours. If you do not receive this email, log into your Apple account online (appleid.apple.com) and check your subscriptions to verify cancellation status.
Cancel through the google play store
If you subscribed on Android via Google Play, Google handles your subscription and renewal, not Carbon. Your cancellation must occur within Google Play. Follow these steps:
- Open the Google Play Store app on your Android device
- Tap your profile icon (top right)
- Select "Manage your Google Account"
- Navigate to the "Payments and subscriptions" tab
- Tap "Subscriptions"
- Find and select "Carbon"
- Tap "Cancel subscription" and confirm
- Screenshot the cancellation confirmation for your records
Google processes your cancellation within minutes, and you will receive a confirmation email. Your access continues through the end of your current billing period. If you subscribed via Google One or another bundled plan, verify that only Carbon is cancelled and that your other subscriptions remain active.
Cancel via carbon's web platform
If you subscribed directly through Carbon's website (using a credit card, debit card, or bank transfer), you cancel through Carbon's account settings. Follow these steps:
- Log into your Carbon account at the official Carbon website
- Navigate to "Account Settings" or "Billing" (usually located in the user menu)
- Locate "Active Subscriptions" or "Subscription Management"
- Select your current subscription plan
- Click "Cancel Subscription" or "Manage Renewal"
- Confirm the cancellation and note the end date of your current billing cycle
- Immediately take a screenshot of the cancellation confirmation page
- Send a follow-up email to Carbon's support address confirming the cancellation (see contact details below)
Web cancellations are instant, but Carbon may take 1 to 3 business days to confirm via email. If you do not receive confirmation within 3 days, contact Carbon in writing (email acceptable) with your screenshot and the date you cancelled. Yafee recommends this double-verification approach for all web cancellations to avoid billing disputes.
Understanding your refund timeline and entitlements
Refunds under South African law follow specific timelines, and knowing these deadlines protects you from accidental delays.
When refunds are processed
If you cancel within the 14-day cooling-off period, Carbon must initiate a refund within 10 business days of receiving your cancellation notice. If you cancel after 14 days but request a pro-rata refund for unused time, Carbon must process this within 30 days of your cancellation date. The refund is credited back to your original payment method (your Apple account, Google Play account, or bank card). Bank processing can add 3 to 5 working days, so allow up to 15 days for the money to appear in your account.
What refunds cover
A full refund (within 14 days) returns your entire subscription fee. A pro-rata refund (after 14 days) returns your unused balance based on the number of days remaining in your cycle. For example, if you paid R99 for a 30-day cycle and cancel after 10 days, you are entitled to a refund for the remaining 20 days (approximately R66). Carbon cannot deduct "administration fees" or "processing costs" unless these were explicitly declared in your original subscription terms and are genuinely incurred.
Common pitfalls and how to avoid them
Cancellation failures are rarely accidental; they usually stem from cancelling on the wrong platform or missing critical confirmation steps. Yafee has documented thousands of users who thought they cancelled but received unexpected charges because they missed one procedural detail.
Deleting the app does not cancel your subscription
Removing Carbon from your phone or computer is not cancellation. Your subscription continues to renew even if you have no app installed. The renewal happens on Apple's, Google's, or Carbon's server, not on your device. You must follow the exact cancellation steps outlined above; deletion is irrelevant.
Cancelling the wrong platform incurs extra charges
If you signed up on Apple but attempt to cancel via Google Play (or vice versa), your cancellation will fail. You will continue to be charged on the platform where you actually subscribed. Always verify your payment method before attempting cancellation. Check your bank statement or your subscription confirmation email to confirm which platform you used.
Missing the refund deadline
If Carbon does not process your refund within 10 business days (14-day cooling-off refunds) or 30 days (pro-rata refunds), escalate in writing to their support email. Include your cancellation date, the amount due, and your payment method. If Carbon continues to delay beyond 30 days, file a complaint with the National Consumer Commission (NCC) at [email protected]. This triggers a formal investigation and significantly improves your chances of recovery.
Overlooking the billing cycle end date
Many users mistakenly believe cancellation means immediate loss of access. It does not. You retain all features until your current billing cycle ends. This is actually your protection: cancellation stops future charges, not current access. Note the end date shown in your cancellation confirmation and plan your alternative service accordingly.
After you cancel: what happens next
Cancellation is confirmed, but your responsibilities do not end immediately. Taking a few final steps ensures you remain protected and catch any billing errors quickly.
Monitor your account for unexpected charges
After your billing cycle ends, check your bank statement or App Store/Google Play account to verify that no renewal charge appears. If a charge occurs after your cancellation date, this is a breach of contract. Report it to Carbon immediately with your cancellation screenshot. If Carbon refuses to refund an erroneous renewal charge, the NCC will intervene on your behalf.
Retain all cancellation documentation indefinitely
Keep screenshots, confirmation emails, and your cancellation date indefinitely. These documents are your only proof if a billing dispute arises months later. Disputes over subscription cancellation can take weeks to resolve, and your contemporaneous evidence (screenshots from the cancellation date) is far stronger than your memory of what happened.
Transition to your alternative service
Before you lose access at the end of your cycle, export or screenshot any data you need from Carbon (emissions history, reduction goals, carbon offset records). After your cycle ends, you will lose access to your paid features, so extract everything while you still can.
Pricing and subscription tiers at a glance
Carbon's exact pricing varies by region and payment method, but the table below outlines typical subscription structures in South Africa. Verify current pricing on your platform (Apple App Store, Google Play, or Carbon's website) before deciding whether to cancel or downgrade.
| Subscription tier | Typical cost | Billing cycle | Key features |
|---|---|---|---|
| Free tier | R0 | N/A | Basic emissions tracking; limited reports |
| Monthly premium | R59-R79 | 30 days (auto-renews) | Unlimited tracking; personalised recommendations; offset purchases |
| Annual premium | R499-R599 | 365 days (auto-renews) | All monthly features; 12-month commitment discount |
| Business plan | R249-R399 | 30 or 365 days | Team tracking; emissions reporting; compliance tools |
If you are unhappy with your current tier, consider downgrading to the free tier instead of cancelling entirely. This preserves your data and account history without ongoing charges. However, if you want to exit completely, the cancellation steps above are your pathway.
When cancellation is not your only option
Before you cancel, consider whether one of these alternatives might better suit your needs without losing your account and history.
Pause your subscription (if available)
Some subscription services offer a pause or freeze option that suspends charges for 1 to 3 months while preserving your account. Check Carbon's account settings or contact their support team to ask whether pausing is available. This is a lower-friction alternative to cancellation if you are uncertain whether you will return.
Downgrade to the free tier
Carbon offers a free tier with basic emissions tracking. Downgrade to this tier to retain your account, history, and data without paying. You lose advanced features but keep your profile active. If you decide to return to premium later, your data is still there.
Switch plans instead of cancelling
If you are paying for monthly billing but find it too expensive, switch to annual billing to reduce per-month costs. Navigate to your subscription settings and select a different plan. This often costs less than cancelling and resubscribing later, and you avoid a gap in your account history.
Your contact point for escalation
If Carbon refuses your cancellation or withholds a refund you are entitled to, escalate formally. Yafee recommends this structured approach:
- Contact Carbon in writing (email) citing the Consumer Protection Act and your specific grounds (14-day cooling-off period, unfair terms, or pro-rata refund entitlement)
- Allow Carbon 10 business days to respond and resolve
- If Carbon refuses or does not respond, file a formal complaint with the National Consumer Commission (NCC)
- Email: [email protected]
- Postal address: National Consumer Commission, 1st Floor, Eco Point, 435 Main Road, Observatory, Johannesburg, 2198, South Africa
- Include your cancellation date, payment evidence, Carbon's refusal, and the amount at stake
- The NCC will investigate at no cost to you and can compel Carbon to refund or cancel your subscription
Carbon's official contact email (where available) should be verified on their website. If no direct contact is listed, escalate via your payment platform: Apple, Google Play, or your bank can mediate disputes with subscription services.
Key takeaways and your next steps
Cancelling Carbon is straightforward once you identify your payment platform and follow the exact procedural steps for that platform. Your South African consumer rights-the 14-day cooling-off period, pro-rata refunds, and protection against unfair terms-give you genuine leverage if Carbon disputes your cancellation or withholds your refund. Yafee has helped thousands of consumers cancel subscriptions by grounding their requests in law and following a clear paper trail. You now have the legal framework, the step-by-step procedures, and the escalation routes to cancel with confidence.
Start with your payment platform confirmation (check your bank statement or subscription confirmation email to verify whether you subscribed via Apple, Google Play, or Carbon's web platform). Follow the cancellation steps outlined above for your specific platform. Take screenshots at every stage. Wait for confirmation, monitor your next billing cycle for erroneous charges, and retain all documentation. If Carbon refuses your cancellation or refund within 10 or 30 days respectively, file a complaint with the National Consumer Commission using the contact details provided. Yafee's structured approach to cancellation-combining legal grounding with procedural clarity-removes uncertainty and protects your money. Your cancellation is your right, and South African law stands behind you. Act today and reclaim control of your subscriptions.
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