Returns and Cancellation

Clear cancellation and returns before an order is placed.

This page explains how OneTrax handles consumer cooling-off rights, hardware returns, subscriptions, installation appointments, custom work, and faulty products.

Need to cancel?

Email [email protected]with your name, account email, order reference, device name, and what you want to cancel or return.

Consumer cooling-off

Online consumer orders usually have a 14-day cancellation period.

If you order as a consumer online, you normally have 14 days to cancel a hardware order from delivery. Service subscriptions also normally have a 14-day cancellation period from the start of the contract.

If you ask OneTrax to start a service during the cooling-off period, you may be charged for the service already provided before you cancel.

Return timing

Tell us you want to cancel within the applicable cancellation period.
Return hardware promptly and in reasonable condition.
Refunds are processed after the returned hardware is received or return evidence is provided.

OneTrax Go hardware

Portable tracker returns should include the device, supplied cable or accessories, packaging where possible, and any order details needed to identify the order.

Fleet installs

Installation appointments, fitted hardware, and call-out costs may be treated differently once work has started or been completed. Fleet cancellation terms should be confirmed in the quote.

Custom and bespoke work

Custom dashboards, dedicated environments, bespoke hardware, enclosure changes, and feature work may be non-standard or personalised. Cancellation terms are confirmed before work starts.

Subscriptions

Recurring services can be cancelled under the agreed plan terms.

OneTrax Go is monthly rolling. Fleet starts with a 3-month starter period, then rolls monthly. Custom normally has a 12-month term. Cancelling a subscription may stop live tracking, SIM connectivity, alerts, history access, and portal access.

Faulty goods

If you believe a tracker is faulty, contact support. Your statutory rights are not affected. OneTrax may ask for diagnostics, photos, installation details, or the device to be returned for inspection.