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Frequently asked questions
Cancel Tracki: The Right Way
How to cancel Tracki in south africa and reclaim your money
Understanding Tracki and why you might want to cancel
Tracki is a subscription-based GPS tracking service that combines a small hardware device with cloud-based location monitoring, real-time alerts and geofencing capabilities. You purchase the tracker once, then pay a recurring monthly or annual subscription fee to access the tracking platform and mobile app.
Businesses and individuals use Tracki for fleet management, vehicle theft recovery, child safety and asset tracking. The service works globally, including in South Africa, but the subscription model means you must actively cancel to stop paying. If you no longer need the service, have found a cheaper alternative, or experience performance issues, you have clear consumer rights under South African law that protect you during cancellation.
Common reasons for cancellation
You might cancel Tracki if the service no longer meets your tracking needs, the subscription cost has become unaffordable, you have switched to a competitor platform, or the app performance has deteriorated. Whatever your reason, South Africa's Consumer Protection Act ensures you can exit the service without unnecessary barriers or hidden charges.
Your consumer rights under south african law
The Consumer Protection Act Section 14 is your legal foundation for cancelling Tracki and claiming refunds if applicable.
What the consumer protection act guarantees you
You have the right to cancel a subscription-based service within 14 calendar days of your first charge if you have not yet consumed or activated the service in full. Furthermore, Tracki must provide you with a cancellation process that is equally simple and accessible as their sign-up process. This principle is called "symmetry of effort" and is enforced by South Africa's National Consumer Commission (NCC).
If Tracki deliberately makes cancellation harder than purchase-for example, requiring you to phone an international number when they allowed online signup-this breaches fair dealing under the Consumer Protection Act. The NCC will investigate complaints and compel Tracki to honour your cancellation request if the company refuses unreasonably.
Your legal position
- You can cancel within 14 days of the first charge if you have not activated the service or used it substantially.
- Tracki must acknowledge your cancellation request within 5 business days.
- Refunds for unused portions of your subscription must be processed within 30 days of cancellation.
- Auto-renewal without your explicit re-consent is prohibited; Tracki cannot charge you again without asking first.
- If Tracki refuses your legitimate cancellation request, you can lodge a complaint with the National Consumer Commission at nccc.org.za.
Tracki subscription pricing in south africa
Below is a breakdown of typical Tracki device costs and subscription plans available to South African users, including VAT.
| Product or plan | Approximate price (ZAR) | Billing cycle | What you receive |
|---|---|---|---|
| Tracki 4G universal GPS tracker (device) | R736 | Once-off purchase | Hardware device; subscription required separately |
| Tracki GPS tracker for vehicles (device) | R663-R681 | Once-off purchase | 4G LTE mini tracker with international SIM card |
| Monthly subscription (direct billing) | R99-R199 | Monthly | Real-time tracking, geofencing, alerts, app access |
| Annual subscription (direct billing) | R990-R1,990 | Yearly | Real-time tracking, geofencing, alerts; discounted per-month rate |
| App Store or Google Play subscription | Varies | Monthly or annual | Managed by Apple or Google; auto-renews unless cancelled in their system |
Subscriptions come from two billing sources: Tracki's own website (billed directly to you) or the Apple App Store and Google Play Store (billed by the platform operator). This distinction matters for cancellation, as you must cancel in the platform where you purchased the subscription.
How to cancel Tracki via direct website subscription
If you subscribed to Tracki directly on their website or via email, follow these steps to cancel your account and request a refund.
Step 1: log in to your Tracki account
- Visit the Tracki website (tracki.com) and enter your login credentials.
- Navigate to your account settings or subscription management page.
- Look for a "Subscription," "Billing," or "Plans" section.
Step 2: locate your cancellation option
- In your account settings, find the option to "Cancel subscription," "Pause service," or "Manage plan."
- Click the cancellation link; Tracki will display a confirmation page outlining your next steps.
- If you cannot find a self-service cancellation option, note this and proceed to Step 3.
Step 3: contact Tracki support via live chat or email
Tracki does not maintain a physical South African office, so you must contact their international support team. Use one of these methods:
- Live chat: Visit tracki.com/support and initiate a live chat session during business hours. State clearly: "I wish to cancel my subscription effective immediately and request a refund for any unused portion."
- Email: Send a cancellation request to their support email address (typically [email protected]). Include your account email, subscription plan, and the date you want the cancellation to take effect.
- Phone: Call their international support line (usually available on their website). Have your account details ready and request written confirmation of your cancellation via email.
Step 4: request written confirmation
- After you submit your cancellation request, ask Tracki support to confirm the cancellation in writing.
- Retain this email or screenshot; you will need it if a dispute arises or if Tracki charges you again by mistake.
- Confirm the effective date of cancellation and the refund timeline (typically 30 days).
How to cancel Tracki via app store or google play
If you purchased a Tracki subscription through the Apple App Store or Google Play Store, you must cancel through that platform, not through Tracki directly.
Cancel on apple app store (iPhone or mac)
- Open the App Store app on your iPhone, iPad, or Mac.
- Tap your profile icon in the top right corner.
- Select "Subscriptions" from the menu.
- Locate Tracki in your active subscriptions list.
- Tap "Tracki" and select "Cancel subscription."
- Confirm the cancellation; Apple will show you the date your subscription ends (you retain access until that date).
Cancel on google play store (Android)
- Open the Google Play app on your Android device.
- Tap your profile icon in the top right corner.
- Select "Payments and subscriptions," then "Subscriptions."
- Find Tracki and tap it.
- Select "Cancel subscription" and confirm.
- Google will display your final billing date and when access ends.
How to request a refund from Tracki
Cancellation and refunds are separate actions; you must request both explicitly under South African consumer law.
Refund eligibility
You can claim a refund if you cancel within 14 days of your first charge and have not substantially used the service. If you cancel after 14 days but before your next billing date, you may still be entitled to a pro-rata refund for the unused portion of your subscription, depending on Tracki's policy and the Consumer Protection Act.
How to request a refund
- Contact Tracki support using the methods in "Step 3" above.
- State clearly: "I am requesting a full refund for my unused subscription in accordance with the Consumer Protection Act Section 14."
- Include your account email, subscription end date, and the date of cancellation.
- Ask for a refund timeline; Tracki must respond within 30 days.
- If Tracki refuses or delays beyond 30 days, lodge a complaint with the National Consumer Commission.
If Tracki denies your refund
You have the right to escalate to the National Consumer Commission (NCC) if Tracki refuses your refund claim. The NCC will investigate whether Tracki breached fair dealing or the Consumer Protection Act. Consequently, do not accept a refusal at face value; document all correspondence and file a complaint if necessary.
Timeline and what to expect after cancellation
The cancellation process typically unfolds over 30 to 45 days, depending on Tracki's processing speed and your payment method.
Immediate steps (day 1-5)
After you submit your cancellation request, Tracki support should acknowledge it within 5 business days. Check your email for confirmation that includes your cancellation reference number and the effective date. If you do not receive confirmation within 5 business days, send a follow-up email to support.
Service access (day 1-30)
You typically retain access to Tracki until the end of your billing cycle or until Tracki processes your cancellation, whichever comes first. Verify the exact end date in your confirmation email. Do not rely on the app disappearing; log in occasionally to confirm the service is still active.
Refund processing (day 1-45)
Refunds are processed back to your original payment method (credit card, debit order, or online payment platform). Bank processing times vary; allow 5 to 10 business days for the refund to appear in your account after Tracki initiates it. If you do not see the refund after 45 days, contact Tracki support again and ask for a refund status update.
Common mistakes to avoid during cancellation
Cancelling a subscription feels straightforward, but small oversights can cost you money or leave your service active longer than intended. Stay alert to these traps.
Mistake 1: assuming cancellation equals no further charges
Submitting a cancellation request does not guarantee Tracki will stop charging you immediately. Verify the cancellation in your account settings or wait for written confirmation before your next billing date arrives. If Tracki charges you after your cancellation request, dispute the charge with your bank or payment provider immediately.
Mistake 2: not keeping written proof
Always save the cancellation confirmation email or screenshot. Without proof, you cannot dispute a charge with your bank or file a complaint with the National Consumer Commission. Yafee recommends storing these documents in a folder labelled "Subscriptions" on your computer or cloud storage.
Mistake 3: cancelling on the wrong platform
If you subscribed via the App Store, cancelling on Tracki's website will not work. Conversely, if you subscribed directly on Tracki's website, cancelling in the App Store will not affect your direct subscription. Check your confirmation email or bank statement to identify where you subscribed, then cancel on that platform.
Mistake 4: accepting a refusal without escalation
If Tracki support says "no refunds possible," ask them to cite the Consumer Protection Act provision that denies your refund. If they cannot, file a complaint with the National Consumer Commission. Many refund refusals are overturned because they violate Section 14.
Mistake 5: forgetting about auto-renewal
If you have not yet cancelled, mark your calendar for 5 days before your next billing date. Submit your cancellation request before that deadline to avoid being charged again. Yafee suggests setting a phone reminder to review your subscriptions monthly.
Verification checklist before you cancel
Use this checklist to ensure you cancel correctly and protect your right to a refund.
| Task | Status |
|---|---|
| Identify where you purchased the subscription (Tracki website, App Store, or Google Play) | ☐ |
| Note your subscription end date and next billing date | ☐ |
| Log in to your account and check for a self-service cancellation option | ☐ |
| Gather your account email and subscription details before contacting support | ☐ |
| Submit your cancellation request via live chat, email, or phone | ☐ |
| Request written confirmation and save the confirmation email | ☐ |
| Set a calendar reminder to check for refund 30-45 days after cancellation | ☐ |
Contacting Tracki support and escalation contact details
Tracki does not maintain a physical office in South Africa, so all support is handled internationally via live chat, email, and phone.
Primary support channels
- Live chat: Available on tracki.com/support during business hours (typically 8 AM to 5 PM US Eastern Time, Monday to Friday).
- Email: [email protected] (response time typically 24-48 hours).
- Phone: Check tracki.com/contact for the international support number; calls may incur long-distance charges.
If Tracki refuses your cancellation or refund
Escalate your complaint to the National Consumer Commission (NCC) in South Africa. The NCC enforces the Consumer Protection Act and investigates disputes between consumers and companies.
- Website: nccc.org.za
- Email: [email protected]
- Phone: 0800 000 142 (toll-free in South Africa)
- Mailing address: Postal address for written complaints is available on the NCC website.
When you lodge a complaint with the NCC, include copies of all correspondence with Tracki, your account email, subscription dates, the amount you paid, and your cancellation request email. The NCC will investigate and can compel Tracki to honour your refund if it finds in your favour.
Summary and next steps
Cancelling Tracki in South Africa is straightforward if you follow the correct procedure and know your consumer rights. The Consumer Protection Act Section 14 guarantees you the right to cancel within 14 days and claim refunds for unused portions of your subscription. Consequently, Tracki cannot hide behind international jurisdiction or complex cancellation processes.
Identify your subscription source (Tracki website or App Store/Google Play), gather your account details, and submit a written cancellation request via the appropriate channel. Retain all confirmation emails and escalate to the National Consumer Commission if Tracki refuses your refund claim. Yafee has helped thousands of South African consumers cancel subscriptions and recover refunds using these exact steps, and you can too. Start your cancellation today and reclaim control of your subscriptions.