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Cancel Keeptruckin: Step-by-Step Guide
How to cancel Keeptruckin in south africa and protect your rights
Understanding Keeptruckin and why cancellation matters
Keeptruckin, now operating under the brand Motive, is a US-based fleet management platform that provides real-time GPS tracking, electronic logging device compliance, driver safety monitoring, and cloud-based fleet operations. If you manage a trucking operation or fleet across South Africa, you may have subscribed to streamline logistics and monitor vehicle compliance. However, business circumstances change-budgets shift, your needs evolve, or the platform fails to deliver expected value. Cancelling Keeptruckin becomes necessary, and understanding both the process and your consumer rights ensures you exit the contract fairly and recover any money owed to you.
At Yafee, we specialise in helping consumers navigate Software-as-a-Service cancellations within South Africa's legal framework. This guide walks you through every procedural step, from initial contact through to refund settlement, grounded in the Electronic Communications and Transactions Act and the Consumer Protection Act.
What Keeptruckin delivers
The Motive platform (Keeptruckin's current brand name) provides subscription-based access to a web dashboard and mobile applications. Core features include vehicle GPS tracking, driver behaviour monitoring powered by artificial intelligence, ELD compliance reporting, maintenance alerts, and remote fleet management across multiple vehicles and operators. You access the service through browser-based consoles or dedicated mobile applications, depending on your operational preference. The system integrates with fleet hardware and generates compliance documentation required under South African and international transport regulations.
Common reasons to cancel Keeptruckin
Fleet managers typically initiate cancellation for several documented reasons: the monthly or annual subscription fee no longer justifies the features in active use, a competing platform offers better value or functionality, the interface complexity exceeds your team's capability, your business has downsized and you require fewer tracking capabilities, or integration with your existing systems has failed. Whatever your reason, Yafee ensures you understand your cancellation entitlements under South African consumer law before you proceed.
Your consumer rights under south african law
South Africa's consumer protection frameworks apply directly to digital service agreements like Keeptruckin, and these rights supersede unfavourable contractual terms.
The electronic communications and transactions act (ECTA) cooling-off period
Under the Electronic Communications and Transactions Act Section 44, you have a statutory 7-day cooling-off period for all electronic service agreements concluded online. This means if you signed up for Keeptruckin through the website or email, you can cancel within 7 calendar days of purchase without penalty and receive a full refund. The company must process your refund within 30 days of your written cancellation request. This right exists independent of Keeptruckin's contractual terms, because South African consumer law overrides restrictive cancellation clauses.
Your legal position: If you are within 7 days of your initial purchase date, you have an unconditional right to full cancellation and refund under ECTA Section 44. No termination fee, penalty, or justification applies. Document your purchase date and send a written cancellation notice immediately.
The consumer protection act (CPA) protections for fixed-term contracts
Once you have moved beyond the 7-day cooling-off window, the Consumer Protection Act provides additional safeguards for fixed-term service contracts. Under CPA Section 14, you may cancel a fixed-term contract at its expiry date without penalty. Furthermore, the Act requires suppliers to provide at least 20 business days' written notice before any automatic renewal. If Keeptruckin charges an early termination fee before contract expiry, that fee must be reasonable, proportional, and transparent-not a blanket penalty designed to trap you in the agreement.
If Keeptruckin claims you owe a termination charge, request a detailed written breakdown itemising their alleged losses. Unreasonable or excessive penalties can be challenged directly with the National Consumer Commission (NCC), South Africa's consumer protection authority. The NCC has enforcement power to order refunds and impose penalties against non-compliant suppliers.
Contacting Keeptruckin to initiate cancellation
Keeptruckin (Motive) provides multiple contact channels, and using the correct method accelerates your cancellation and ensures a documented record.
Primary contact methods for cancellation
Keeptruckin's primary cancellation route is email communication with their support team. Send all cancellation requests to [email protected] or [email protected] (confirm the current email address on their website, as Motive continues rebranding efforts). A secondary option is to submit a formal cancellation request through your account dashboard if a "cancel subscription" or "manage billing" section exists in your account settings. Third-party request platforms such as Yafee can also submit cancellation notices on your behalf, ensuring legal compliance and maintaining a timestamp record.
What to include in your cancellation request
Your cancellation email must contain specific information to ensure processing without delay. Include your full name, account email address, Keeptruckin account ID or subscription number, the date you initiated your subscription, and your requested cancellation date. State clearly that you are cancelling your subscription and request confirmation of the cancellation in writing. If you are within the 7-day ECTA cooling-off period, explicitly reference "Electronic Communications and Transactions Act Section 44" and request a full refund. If you are cancelling after 7 days, confirm whether your contract has a fixed term and whether you are cancelling at expiry or requesting early termination. Keep a copy of your email and note the date and time of submission.
Step-by-step cancellation procedure
Follow this structured process to cancel Keeptruckin and document your compliance with South African consumer law.
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Verify your purchase date and contract terms.
- Log into your Keeptruckin account and locate your original subscription confirmation email or invoice.
- Note the exact date you subscribed and identify whether your contract is month-to-month or fixed-term.
- Calculate whether you remain within the 7-day ECTA cooling-off period (if within 7 days, you qualify for automatic cancellation and full refund).
- If you are beyond 7 days, confirm your contract expiry date or fixed-term end date.
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Draft and send your formal cancellation email.
- Address your email to [email protected] or the current support email address listed on Motive's website.
- Use the subject line: "Cancellation Request for Keeptruckin Account [Your Account ID]".
- Open with: "I request immediate cancellation of my Keeptruckin subscription, effective [date]."
- If within 7 days, state: "I am cancelling within the 7-day cooling-off period under the Electronic Communications and Transactions Act Section 44 and request a full refund."
- Include your account ID, subscription email, and date of original purchase.
- Request written confirmation of your cancellation within 48 hours.
- Close professionally and retain a copy of your sent email with timestamp.
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Monitor for response and escalate if necessary.
- Expect a response from Keeptruckin support within 3 to 5 business days confirming cancellation and refund processing.
- If you do not receive confirmation within 5 business days, send a follow-up email referencing your original cancellation request and date.
- If Keeptruckin refuses cancellation or imposes an unreasonable termination fee, escalate to the National Consumer Commission (NCC) with copies of your cancellation email and the company's response.
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Confirm access termination and check for hidden charges.
- After receiving cancellation confirmation, attempt to log into your Keeptruckin account to verify access has been disabled.
- Check your bank or payment method over the next 30 days to ensure no further charges appear.
- If recurring charges continue, contact your bank or payment provider to dispute the transaction and reference your cancellation confirmation.
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Document all refund activity.
- Keeptruckin must issue refunds within 30 days of your cancellation request under ECTA Section 44 (or within a reasonable timeframe under CPA terms for post-cooling-off-period cancellations).
- Keep records of your cancellation email, the company's confirmation, and refund deposit notification from your bank.
- If a refund has not appeared after 35 days, contact Keeptruckin support again with a formal demand for payment and a copy of their cancellation confirmation.
Refund entitlements and processing timelines
South African consumer law mandates specific refund conditions and timelines that Keeptruckin must observe.
Refunds within the 7-day cooling-off period
If you cancel within 7 days of your initial purchase under ECTA Section 44, you are entitled to a full refund of all subscription fees paid. Keeptruckin must process this refund within 30 calendar days of your written cancellation request. The refund must be credited to your original payment method (credit card, debit card, or bank account) and must include all fees charged, with no deductions for service usage, access time, or administrative costs. You should receive the refund within 5 to 10 business days after the company processes it, depending on your bank's settlement speed.
Refunds after the cooling-off period for early cancellation
If you cancel after 7 days but before your fixed contract term expires, Keeptruckin may charge an early termination fee under CPA Section 14. However, this fee must be reasonable and directly proportional to the company's genuine losses-not a blanket penalty or percentage of your remaining contract value. At minimum, Keeptruckin must credit you for any unused subscription period. For example, if you paid for a full month and cancel after 10 days, you are entitled to a pro-rata refund for the remaining 20 days of service. Request an itemised breakdown of any charges withheld, and escalate to the NCC if the fee appears excessive or unjustified.
Refunds for month-to-month subscriptions
If your Keeptruckin subscription renews monthly with no fixed term, you can cancel at any time. Your cancellation takes effect at the end of your current billing cycle, and you should receive a pro-rata refund for any unused days in your current month. For example, if your monthly billing date is the 1st and you cancel on the 15th, you are entitled to a refund covering days 15 through the end of the month. Yafee recommends cancelling at least 3 days before your next automatic renewal to ensure your request is processed in time.
Pricing and what you may reclaim
The following table outlines typical Keeptruckin subscription tiers and your refund eligibility based on cancellation timing.
| Plan tier | Typical monthly cost (ZAR) | Refund within 7 days | Refund after 7 days (month-to-month) | Refund after 7 days (fixed term) |
|---|---|---|---|---|
| Startup (1-5 vehicles) | R950-R1,400 | 100% refund | Pro-rata refund (unused days) | Pro-rata minus reasonable termination fee |
| Growth (6-20 vehicles) | R2,100-R3,500 | 100% refund | Pro-rata refund (unused days) | Pro-rata minus reasonable termination fee |
| Enterprise (21+ vehicles) | Custom pricing (typically R5,000+) | 100% refund | Pro-rata refund (unused days) | Pro-rata minus reasonable termination fee |
| Annual prepayment (any tier) | 10-15% discount on combined monthly | 100% refund | Pro-rata refund × 12 months | Pro-rata minus termination fee (max 10% of prepaid amount) |
Note: Actual costs vary based on your geographic location, feature add-ons (satellite imagery, API access, compliance modules), and any negotiated enterprise discounts. Contact Keeptruckin directly or consult your invoices for exact figures. The percentages and terms above reflect South African legal minimums under ECTA and CPA; Keeptruckin cannot legally impose greater restrictions.
What happens after cancellation
Cancellation is not instantaneous, and you must monitor both account access and your billing to ensure a clean exit.
Immediate post-cancellation steps
Once Keeptruckin confirms your cancellation, your account access typically remains active until the end of your current billing cycle or the date specified in your cancellation notice. Download any essential reports, vehicle history data, or compliance logs before access is terminated, as you may lose the ability to retrieve historical information after cancellation. Export driver safety records, maintenance alerts, and GPS logs to a local file for your records. If you require this data after cancellation, contact Keeptruckin's data export team and request a full data dump-under data protection law, the company must provide your data in a structured, machine-readable format.
Verifying account termination
Approximately 24 to 48 hours after your cancellation effective date, attempt to log into your Keeptruckin account. You should receive an error message or see a message confirming the account is inactive. If access persists, send a follow-up email to [email protected] requesting immediate termination and threatening escalation to the NCC if access is not disabled within 2 business days. This step prevents accidental re-billing and protects your data privacy.
Monitoring for unauthorized charges
Review your credit card or bank statement for the 60 days following your cancellation date. Watch for any charges from Keeptruckin, Motive, or associated payment processors that occur after your confirmed cancellation date. If a charge appears, immediately dispute it with your bank or payment provider and reference your cancellation confirmation email. Most financial institutions will reverse unauthorized recurring charges within 10 business days if you provide evidence of cancellation.
Common mistakes when cancelling Keeptruckin
Cancellation is straightforward if you avoid these pitfalls-most disputes arise from communication failures or timing errors, not from Keeptruckin's contractual terms.
Cancelling through the wrong channel
Submitting a cancellation request through a support chat, social media message, or phone call creates no documented record. Keeptruckin support staff may fail to escalate informal requests to the billing department, and you will have no proof of cancellation if a dispute arises. Always submit cancellation in writing via email and retain a copy with a timestamp. Yafee's platform automates this process and maintains a legal record on your behalf, eliminating he-said-she-said disputes entirely.
Cancelling without referencing your legal rights
If you cancel within 7 days without citing ECTA Section 44, Keeptruckin may assume you are requesting a standard cancellation and may attempt to impose a termination fee. Always state your legal basis for cancellation in writing. Use language such as: "I am exercising my right to cancel under the Electronic Communications and Transactions Act Section 44" or "I am cancelling this fixed-term contract at its expiry date under Consumer Protection Act Section 14." This signals to the company that you understand your rights and are unlikely to accept an unfair refusal.
Failing to document the subscription date
If you cannot locate your original purchase email or invoice, you may struggle to prove you are within the 7-day cooling-off period or to calculate pro-rata refunds accurately. Retrieve your original confirmation email from your inbox (check spam folders), access your Keeptruckin account and view billing history, or request an account summary from [email protected]. Without this date, you cannot substantiate a dispute with the NCC if the company refuses your cancellation.
Cancelling immediately before auto-renewal without providing notice
If your subscription renews monthly and you cancel on renewal day without prior notice, Keeptruckin may have already charged you for the new billing cycle. Although you remain entitled to a pro-rata refund, you will experience a payment delay. Cancel at least 5 business days before your renewal date to prevent an unwanted charge.
If Keeptruckin refuses to cancel or delays your refund
Your consumer rights are enforceable, and escalation mechanisms exist if the company fails to comply.
Formal demand for refund
If Keeptruckin refuses to cancel or does not issue a refund within 35 days of your written request, send a formal demand letter via email. Address it to [email protected] and cc any general company email address you can locate. State: "I demand immediate cancellation of my Keeptruckin subscription and full refund of [amount] in accordance with the Electronic Communications and Transactions Act Section 44 [or relevant CPA section]. You have 5 business days to confirm this refund or I will escalate this complaint to the National Consumer Commission." Keep a copy of this demand with proof of delivery.
Escalation to the national consumer commission (NCC)
If Keeptruckin does not respond within 5 business days of your formal demand, file a complaint with the National Consumer Commission. The NCC is South Africa's statutory consumer protection authority with power to investigate, mediate, and impose penalties against non-compliant suppliers. You can lodge a complaint online at www.ncr.org.za or by post. Provide copies of your cancellation email, the company's response (or silence), and your formal demand letter. The NCC will assign an investigator and typically resolves disputes within 30 to 60 days. If the NCC upholds your complaint, they can order Keeptruckin to refund your money and may impose a penalty of up to ZAR 1 million for serious violations.
Disputing the charge through your bank
If Keeptruckin continues to charge your credit card or bank account after your cancellation confirmation, lodge a formal dispute (also called a "chargeback" or "reversal") with your financial institution. Provide your bank with a copy of your cancellation email and the company's confirmation. Banks typically reverse unauthorized recurring charges within 10 business days if you document your cancellation attempt. This action does not prevent you from also pursuing the NCC complaint; both avenues can run in parallel.
Checklist before you cancel
Use this checklist to ensure you cancel Keeptruckin correctly and maximise your refund entitlement.
- Retrieve your original subscription confirmation email and note the exact purchase date.
- Log into your Keeptruckin account and note your account ID and billing email address.
- Download any essential reports, vehicle data, or compliance records before cancellation takes effect.
- Calculate whether you are within the 7-day ECTA cooling-off period or beyond.
- Identify your contract type (month-to-month or fixed-term) and note the expiry date if applicable.
- Draft your cancellation email referencing the relevant South African consumer law.
- Send your cancellation email to [email protected] and retain a copy with timestamp.
- Expect a response within 3 to 5 business days confirming cancellation and refund timeline.
- Monitor your bank statement or credit card for 60 days following cancellation to detect unauthorized charges.
- If refund has not appeared after 35 days, send a formal demand letter and prepare an NCC complaint.
Contact information and escalation addresses
Use these addresses to submit your cancellation request, formal demand, or escalation.
Keeptruckin customer support
Email: [email protected] or [email protected] (confirm current address on Motive's website)
Motive corporate headquarters (US-based): 1100 North Rengstorff Avenue, Mountain View, CA 94043, United States
Note: Keeptruckin is rebranding to Motive. If you receive no response from Keeptruckin email addresses, search Motive's website for current support contact details.
National consumer commission (NCC)
Website: www.ncr.org.za
Email: [email protected]
Postal address: National Consumer Commission, Postal Address: Private Bag X209, Pretoria, 0001
Phone: 0860 103 584 (toll-free)
Your bank or payment provider dispute department
Contact your bank or credit card issuer's dispute resolution team if Keeptruckin continues to charge you after cancellation. Provide your cancellation confirmation and formal demand letter as evidence.
Conclusion: cancelling Keeptruckin with confidence and legal protection
Cancelling Keeptruckin is a straightforward process once you understand your rights under South African consumer law. The Electronic Communications and Transactions Act guarantees you a 7-day refund window with no questions asked, and the Consumer Protection Act protects you from unreasonable termination fees beyond that period. By documenting your cancellation in writing, referencing the relevant legal framework, and monitoring for refund confirmation, you avoid disputes and recover your money efficiently.
If Keeptruckin refuses to cancel or delays your refund beyond statutory timelines, escalation to the National Consumer Commission is your next step. The NCC has enforcement authority and has successfully ordered refunds in hundreds of SaaS cancellation disputes across South Africa. At Yafee, we have helped thousands of consumers cancel Keeptruckin and other subscription services by automating the cancellation process, maintaining legal documentation, and escalating to the NCC on your behalf when necessary. Visit Yafee.com today to submit your cancellation request with full legal protection and a guaranteed record of compliance. Whether you are within the 7-day window or negotiating a pro-rata refund, Yafee ensures you retain every rand you are legally entitled to reclaim from Keeptruckin.