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Frequently asked questions
Cancel Carly: Step-by-Step Guide
How to cancel Carly and recover control of your vehicle diagnostics
What Carly is and why south african drivers use it
Carly is a smartphone application that transforms your vehicle's on-board diagnostic system into a personal maintenance and health-monitoring tool. You connect a small OBD-II adapter to your car's diagnostic port, pair it with the Carly app, and gain immediate access to real-time engine data, fault code interpretation, and maintenance alerts that traditionally required a visit to your local mechanic.
The service operates entirely as a digital subscription. You purchase a license through Carly's website, Apple App Store, or Google Play Store, then activate premium features to monitor engine performance, decode warning lights, and anticipate repairs before costs escalate. South African vehicle owners value Carly because it removes dealership dependency and delivers transparency about their car's condition without intermediaries marking up diagnostic fees.
The platform you used to purchase Carly-whether directly from Carly's website, Apple, or Google-determines your cancellation route and refund eligibility. Yafee recommends locating your original purchase receipt immediately, because each platform enforces different cancellation timelines and refund conditions. This distinction is legally significant and directly affects whether you recover your money.
How Carly delivers its service in south africa
Carly operates a purely digital delivery model. The smartphone app downloads from your device's app store, and your subscription grants access to premium diagnostic functions. The OBD-II adapter-the physical hardware that connects to your car-is often sold separately from the software license, creating two distinct products that require separate management during cancellation.
This hardware-software separation matters enormously. The adapter cannot be returned once opened, but your software license follows different rules depending on your purchase channel. Yafee's analysis of South African cancellation disputes shows that most failures occur because users try to manage both products as a single transaction when they actually require separate cancellation processes for each component.
Why your purchase channel determines your cancellation route
Carly's website, Apple App Store, and Google Play Store operate under entirely distinct merchant agreements and consumer-protection frameworks. If you purchased directly from Carly's website, you communicate with Carly's customer service team directly, and Carly processes your cancellation and refund. If you purchased via Apple or Google, those companies own the transaction relationship-Carly cannot cancel or refund you regardless of how you request it, because Carly is not the merchant in your transaction.
This is the single most critical fact about cancelling Carly in South Africa. Attempting to request a refund from Carly when you purchased through Apple or Google wastes time because Carly has no authority over that transaction. You must contact Apple or Google directly to initiate your cancellation and refund request.
Your consumer rights under south african law
South African consumer law provides specific protections when you purchase digital services like Carly, and understanding these rights transforms cancellation from a discretionary favor into a legally enforceable entitlement.
The consumer protection act and your 14-day cooling-off period
The Consumer Protection Act (CPA), No. 68 of 2008, grants you a 14-calendar-day withdrawal period from the date you purchase any subscription service. During this window, you may withdraw from the contract without penalty, even if you have already activated and used the service-with one significant limitation. Once Carly's performance has substantially commenced-meaning you have fully activated premium features and made meaningful use of diagnostic functions-your right to withdraw may be extinguished under Section 16 of the CPA.
Your legal position: If you cancel within 14 days but before substantial use of premium features, Carly must refund your full payment. If you cancel after 14 days or after demonstrable heavy use, your refund rights weaken considerably. Yafee strongly recommends capturing screenshots of your first login date and initial app usage, because if Carly disputes your refund request, you will need proof of when you actually began using the service to enforce your rights.
The CPA also mandates that any digital service sold to you must be of good quality, fit for purpose, and delivered as described. If Carly fails to deliver the features advertised-for example, if the app does not connect to your vehicle's diagnostic system or fault codes display incorrectly-you have grounds to withdraw regardless of the 14-day window. This protection is particularly relevant for vehicle owners whose cars have compatibility issues with Carly's adapter.
Your right to dispute unfair contract terms
Under Section 52 of the CPA, you cannot be bound by contract terms that are unreasonably favorable to the seller or that impose unreasonable burdens on you as the consumer. If Carly's cancellation policy imposes conditions that contradict the CPA-for example, refusing all refunds after day 14 regardless of non-performance-those terms are unenforceable. Yafee advises documenting any unusually restrictive cancellation terms in Carly's terms of service, because these may form the basis of a complaint to the National Consumer Commission (NCC) if Carly refuses a legitimate refund.
How to cancel Carly through each purchase platform
Your cancellation process depends entirely on which platform processed your original payment: Carly's website, Apple App Store, or Google Play Store.
Cancelling a Carly website purchase
- Log into your Carly account at Carly's website using your registered email address and password.
- Navigate to your account settings or subscription management section.
- Look for a link labeled "Subscriptions", "Billing", "Account Settings", or "Manage License".
- If you cannot locate this section, search Carly's help documentation or contact Carly support directly.
- Locate your active Carly subscription or license in the subscription management area.
- Select the option to cancel, withdraw, or deactivate your subscription.
- Carly may ask you to confirm your cancellation and may offer alternative discount plans to retain you.
- Confirm that you wish to proceed with cancellation.
- Request a refund if you are within 14 days of purchase or if Carly has failed to deliver the service as described.
- If Carly's system does not automatically process your refund, contact Carly's customer service team by email with your order number, purchase date, and cancellation date.
- Cite the Consumer Protection Act if Carly hesitates to refund you within the 14-day window or if you can demonstrate non-performance.
- Confirm cancellation via email. Carly should send you a cancellation confirmation that shows your subscription is no longer active.
Cancelling an apple app store purchase
- Open the Apple App Store on your iPhone, iPad, or Mac device.
- Tap or click your profile icon in the top-right corner of the screen.
- Select "Subscriptions" from the menu that appears.
- Find Carly in your active subscriptions list.
- Tap or click Carly and then select "Cancel Subscription".
- Apple will ask you to confirm your cancellation and may offer continuation options.
- Confirm that you wish to cancel.
- Request a refund if you qualify under Apple's refund policy.
- If you cancel within 14 days of your original purchase and have not made substantial use of premium features, Apple will typically approve a refund automatically.
- If Apple refuses your refund, select "Report a Problem" and explain why Carly did not perform as described or why you are exercising your CPA withdrawal right.
- Apple will review your dispute and notify you of their decision within 5-10 working days.
- Verify cancellation by checking your Apple Subscriptions page-Carly should no longer appear in your active subscriptions.
Cancelling a google play store purchase
- Open the Google Play Store app on your Android device or visit play.google.com in a web browser.
- Tap or click your profile icon in the top-right corner.
- Select "Manage subscriptions" from the menu.
- Locate Carly in your active subscriptions list.
- Tap or click Carly and then select "Cancel subscription".
- Google will request confirmation of your cancellation.
- Confirm that you wish to proceed.
- Request a refund if you are within 14 days of purchase.
- Navigate to Google Play's order history and locate your Carly transaction.
- Select the transaction and choose "Request refund".
- Explain that you are exercising your withdrawal right under South Africa's Consumer Protection Act.
- Google will review your request and notify you of approval or rejection within 5-7 working days.
- Confirm cancellation by returning to your Manage Subscriptions page-Carly should no longer be listed as active.
Refund timelines and what to expect after cancellation
After you have successfully cancelled Carly, the refund process depends on which platform processed your payment.
When you will receive your refund
If you purchased directly from Carly's website, Carly typically processes refunds within 5-10 working days of your cancellation request, depositing the amount back to your original payment method. If you purchased via Apple, Apple processes refunds within 5-10 working days. If you purchased via Google Play, Google processes refunds within 3-5 working days. Your bank may require an additional 3-5 working days to credit the amount to your account, so allow 10-15 working days total for the full refund to appear.
If your refund does not arrive within 15 working days, contact the platform's customer service with your cancellation confirmation and ask for a refund status update. Keep copies of all cancellation confirmations and correspondence, because you may need this documentation if you escalate a dispute to the National Consumer Commission.
What happens to your app access after cancellation
Once you have cancelled your subscription, your access to Carly's premium diagnostic features will terminate. The app will remain installed on your device, but you will not be able to view real-time engine data, fault codes, or maintenance alerts. Some basic features may remain available in a free or read-only mode, but advanced diagnostic functions will be locked behind the paywall. If you uninstall the app after cancellation, you can reinstall it free of charge at any time without being charged again, provided you have not renewed your subscription.
The OBD-II adapter after cancellation
If you purchased a Carly OBD-II adapter, cancelling your software subscription does not require you to return the physical adapter. The hardware is yours to keep. However, without an active Carly subscription, the adapter cannot function with the Carly app. You may be able to use the adapter with competing vehicle diagnostic applications like Torque Pro or OBD Fusion, but compatibility is not guaranteed.
Pricing and refund eligibility at a glance
| Scenario | Refund eligible? | Timeline | Condition |
|---|---|---|---|
| Cancel within 14 days (no substantial use) | Yes, full refund | 5-10 working days | You must not have made meaningful use of premium features |
| Cancel after 14 days but service failed to perform | Yes, full refund | 5-10 working days | You must provide evidence that Carly did not deliver features as described |
| Cancel after 14 days and service worked as intended | No refund | N/A | Cooling-off period has expired and no non-performance grounds exist |
| Cancel within 14 days but after substantial use | Partial refund (discretionary) | 5-10 working days | Depends on how heavily you used premium features |
| Cancel via Apple or Google, within 14 days | Yes, full refund | 3-10 working days (platform) + 3-5 days (bank) | Contact Apple or Google; do not contact Carly |
| Cancel via Carly website, within 14 days | Yes, full refund | 5-10 working days | Contact Carly customer service directly via email |
Common mistakes that delay or block your cancellation
Cancelling Carly is straightforward when you understand the rules, but several common errors can delay your refund or prevent cancellation entirely. Yafee has reviewed thousands of cancellation disputes and wants to help you avoid these pitfalls.
Contacting the wrong company
If you purchased Carly through Apple or Google, emailing Carly to request a refund will not work. Carly cannot issue a refund for transactions it did not process. You must contact Apple or Google directly using the same account that made the purchase. This is the single most common reason refund requests fail. Verify your purchase channel in your email receipts, then contact the correct platform.
Cancelling the app without cancelling the subscription
Deleting the Carly app from your phone does not cancel your subscription or stop recurring charges. You must explicitly cancel your subscription through Carly's account settings, Apple's subscription management, or Google's subscription management. After you have cancelled the subscription, you may delete the app. If you delete the app without cancelling the subscription first, you will continue to be charged monthly or annually depending on your plan.
Waiting beyond 14 days before requesting a refund
Your withdrawal right under the Consumer Protection Act expires 14 calendar days after your purchase. If you delay beyond this date, you lose the automatic refund right unless you can demonstrate that Carly failed to perform as described. Act immediately if you want a refund without dispute. Yafee recommends submitting your cancellation request as soon as you decide to withdraw, rather than waiting or hoping the service will improve.
Not capturing evidence of purchase and cancellation dates
If Carly disputes your refund eligibility, you will need to prove when you purchased the subscription and when you cancelled it. Screenshot your original order confirmation, your first login date, and your cancellation confirmation. Without this documentation, the National Consumer Commission will have difficulty enforcing your rights if escalation becomes necessary.
After your cancellation is confirmed
Once Carly cancellation is complete and your refund has been processed, consider these follow-up steps to protect yourself.
Verify your bank statement
Check your bank account 15 working days after cancellation to confirm that the refund has been credited. If the refund does not appear, contact your bank's customer service and provide them with your cancellation confirmation and the original transaction reference number. Your bank can trace the refund and confirm whether it was sent by the platform or held up in processing.
Confirm no further charges appear
Monitor your bank statements for 30 days after cancellation to ensure no additional Carly charges appear. If you see a charge after cancellation, immediately contact the platform (Carly, Apple, or Google) and request a chargeback or reversal. Report the continued charge as a potential billing error.
Alternative vehicle diagnostic tools
If you found Carly useful but want to explore other options, consider Torque Pro (Android), OBD Fusion (iOS and Android), or Bluedriver (iOS and Android). These applications offer similar on-board diagnostic functionality at different price points and may suit your needs better. Yafee recommends reading recent South African user reviews before committing to a replacement service to ensure compatibility with your vehicle model.
If Carly refuses your refund or cancellation
If Carly denies your refund request or refuses to cancel your subscription despite your meeting the Consumer Protection Act criteria, you have escalation routes available.
Escalate to the national consumer commission
The National Consumer Commission (NCC) enforces the Consumer Protection Act and investigates complaints against businesses that violate consumer rights. If Carly refuses to honor your 14-day withdrawal right or denies a refund you are legally entitled to, you may lodge a complaint with the NCC. You can submit a complaint online at www.ncc.org.za or contact the NCC's complaint line at +27 (0)10 493 9000. Provide your purchase receipt, cancellation request, and documentation of Carly's refusal. The NCC will investigate and, if Carly has violated the CPA, will order Carly to refund you and may impose penalties.
Dispute the charge with your payment provider
If you paid by credit card or debit card, your bank has a chargeback process that allows you to dispute the transaction if the merchant has failed to provide the service or has refused a legitimate refund. Contact your bank's dispute resolution team, provide documentation of your cancellation request and Carly's refusal, and request a chargeback. Your bank will investigate and may reverse the charge on your behalf, provided you act within the chargeback window (typically 60-120 days from the original transaction).
Small claims court as a last resort
If the amount is below R 15,000 and the NCC's investigation does not resolve the matter, you may pursue a claim in Small Claims Court. You will need documentation proving your purchase, cancellation request, and Carly's refusal to refund. Yafee recommends exhausting the NCC and chargeback routes before pursuing court action, as court proceedings are time-consuming and require legal representation.
Key takeaways and next steps
Cancelling Carly is a straightforward process if you act quickly and contact the correct platform. Your legal right to withdraw from the subscription within 14 days is protected by South Africa's Consumer Protection Act, and you should exercise this right without hesitation if you no longer wish to use the service. Verify your purchase channel immediately-whether you bought through Carly's website, Apple App Store, or Google Play Store-because this determines your cancellation route and refund eligibility. Do not cancel the app; cancel the subscription. Do not contact Carly if you purchased via Apple or Google; contact those platforms directly. Capture screenshots of your purchase date and cancellation confirmation so that you have proof if a dispute arises later.
The National Consumer Commission exists to enforce your rights, and Yafee strongly encourages you to lodge a complaint if any platform refuses a legitimate refund. Yafee has helped thousands of consumers across South Africa cancel unwanted subscriptions and recover their money by understanding their legal position and following the correct procedural steps. If you are uncertain about your refund eligibility or your platform contact process, Yafee's guides provide the legal framework and practical steps you need to navigate cancellation confidently and recover what you are legally entitled to.
Contact information for escalation
National Consumer Commission (NCC)
Telephone: +27 (0)10 493 9000
Website: www.ncc.org.za
Address: 1st Floor, Eco Glades 2 Office Park, 420 Witch-Hazel Avenue, Highveld Ext 72, Centurion, 0157
If purchased via Apple: Contact Apple Support at support.apple.com or use the "Report a Problem" feature in your Apple ID account.
If purchased via Google: Contact Google Play Support at support.google.com/googleplay or use the "Request Refund" option in your order history.
If purchased via Carly's website: Contact Carly's customer service via email (check your purchase receipt for the support email address).
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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