Cancel Keeptruckin: The Right Way

How to cancel Keeptruckin in new zealand and reclaim your rights

What is Keeptruckin and why new zealand fleets cancel

Keeptruckin (now operating as Motive in some regions) delivers fleet management and electronic logging device solutions that combine hardware telematics with cloud-based software. The platform tracks your vehicles, monitors driver compliance, and manages hours-of-service logging for transport and logistics operations across New Zealand.

You subscribe to Keeptruckin's software platform and typically purchase or lease telematics hardware separately. Many New Zealand fleet operators initially sign up for the operational convenience, but some discover the service doesn't align with their fleet size, budget, or daily workflows. When that happens, cancelling your subscription becomes your legal right and your next move.

How keeptruckin's subscription model works

Keeptruckin operates on a recurring subscription basis. You pay monthly or annual fees for software access, and the company automatically bills you each billing cycle unless you actively cancel before your renewal date. This auto-renewal structure is standard in the SaaS industry, but it places the cancellation responsibility squarely on you.

Hardware devices are sold or leased separately from the software subscription. When your subscription ends, your devices may lose cloud connectivity and functionality. Therefore, you need a clear exit strategy before cancellation takes effect, so your operations don't suffer unexpected downtime.

Why cancellation decisions matter in new zealand

As a New Zealand consumer, you have specific legal protections under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Keeptruckin's Terms of Service reference US legal addresses for termination notices, which creates confusion for Kiwi customers and can delay your cancellation. Understanding your rights and cancellation options protects you from unexpected charges and ensures you stay in control of your subscription.

Your consumer rights under new zealand law

New Zealand consumer law gives you powerful protections when you cancel a service subscription, regardless of what Keeptruckin's Terms claim.

Consumer guarantees act 1993 protections

Under the Consumer Guarantees Act, Keeptruckin must provide services with due care and skill. If the service fails to meet that standard, or if the telematics hardware is faulty or unsafe, you can demand a refund, replacement, or repair. This right applies even if Keeptruckin's contract terms say otherwise.

You have the right to cancel if Keeptruckin materially breaches your contract. For example, if the system experiences prolonged outages that prevent you from logging driver hours for regulatory compliance, you can use that breach as grounds for immediate cancellation without penalty. Document every service failure with timestamps and screenshots.

The Fair Trading Act 1986 also protects you from misleading conduct. If Keeptruckin misrepresented features, pricing, cancellation terms, or hardware compatibility, you can lodge a formal complaint with the Commerce Commission. This is your enforcement lever if the company refuses to cooperate.

Your legal position: You have the right to a refund or cancellation if Keeptruckin fails to deliver the service as promised, regardless of contract length.

Cooling-off rights and subscription cancellation

Although standard 14-day cooling-off rights apply to most online purchases in New Zealand, Keeptruckin's subscription model may not automatically qualify for cooling-off refunds after day 14. However, you retain the unconditional right to cancel at any time if the company misled you about what the service includes, how it works, or what you'll pay.

Tocancel recommends documenting all communications with Keeptruckin from day one. Save email confirmations, screenshots of feature descriptions, pricing pages you relied on, and any support conversations. If you discover the service doesn't work as promised, these records become evidence for disputes with the Commerce Commission.

Step-by-step guide to cancelling Keeptruckin

Follow this process to cancel your Keeptruckin subscription cleanly, protect your data, and keep a paper trail for your records.

Contact methods and notice periods

Keeptruckin requires at least 30 days' written notice before your subscription term ends if you want the cancellation to take effect at natural expiry. The company's Terms of Service reference a US address for formal termination notices, but you can initiate cancellation via email or phone. Email is always your best option because it creates a dated, written record.

Use these contact methods:

• Email support: [email protected] (primary method for written proof)
• Phone: 1-855-434-3564 (US number; ask for confirmation in writing)
• Online account portal: Log in and look for subscription or billing settings (if available)

Because Keeptruckin has no publicly listed New Zealand cancellation address, email is your most reliable method. Always request written confirmation of your cancellation request within 24 hours.

How to cancel: the complete process

Follow these steps in order to ensure your cancellation is processed and recorded:

1. Log in to your Keeptruckin account and navigate to Account Settings or Billing
   • Look for a Subscription, Plan, or Billing tab
   • Check for a self-service cancellation option; this is the fastest route
   • If no self-service option exists, note the date and screenshot the account page
2. Send a formal cancellation email to [email protected] if self-service cancellation isn't available
   • Write a clear subject line: "Subscription Cancellation Request - [Your Account Name]"
   • Include your full account number, billing email, and current subscription plan
   • State your cancellation date clearly: "Please cancel my subscription effective [date 30+ days from today]"
   • Request written confirmation within 24 hours
   • Keep a copy of this email in a dedicated folder
3. If you don't receive confirmation within 48 hours, send a follow-up email marked "URGENT"
   • Reference your original email timestamp
   • Restate your cancellation request with the same date
   • Ask for a response in writing
4. Check your account settings one week before the cancellation date to confirm the status
   • Verify that your subscription shows as "Cancelling" or "Ending"
   • If it still shows as active, contact support again immediately
5. Request export of your fleet data before the cancellation takes effect
   • Ask support for data export in CSV or JSON format
   • Save this data locally and securely; you may need it for compliance or audit purposes
6. Confirm the cancellation has taken effect on your renewal date
   • Check your account status
   • Check your credit card or bank account to ensure no charge appears

By following this process, you create a clear documented trail that protects you if Keeptruckin charges you after cancellation or disputes your cancellation request.

Refunds and what you can expect

Your refund eligibility depends on the reason for cancellation and how much of your billing cycle remains.

Pro-rata refunds and early cancellation

If you cancel mid-contract before your term expires, Keeptruckin may owe you a pro-rata refund for the unused portion of your subscription. A pro-rata refund means you receive a refund calculated by the number of days you have left in your billing period, divided by the total days in that period.

For example, if you paid NZD 1,200 for a 365-day annual plan and cancel after 100 days, you have 265 days remaining. Your pro-rata refund would be approximately NZD 870 (265 days ÷ 365 days x NZD 1,200).

However, Keeptruckin may attempt to keep fees for services rendered or claim early termination penalties. This is where your consumer rights matter. Under New Zealand consumer law, you can dispute unreasonable penalty clauses. If Keeptruckin's penalty fee bears no reasonable relationship to the company's actual loss, you can challenge it with the Commerce Commission.

Hardware charges and lease agreements

If you leased hardware from Keeptruckin, your lease agreement is separate from your software subscription. Cancelling your subscription does not automatically cancel hardware leases. You must address lease cancellation separately or you'll continue receiving lease charges after your software cancellation.

Contact Keeptruckin's hardware or equipment team specifically about lease termination. Ensure you understand whether you owe equipment return shipping or restocking fees. These should be clearly stated in your lease agreement.

Tocancel advises that you request written confirmation that all charges, including hardware leases, will cease on your cancellation date. This prevents surprise invoices weeks or months after cancellation.

Pricing and what you're paying

Keeptruckin's pricing varies based on fleet size, features, and contract length. The following table shows typical pricing structures for New Zealand customers:

Hardware costs and device leases are billed separately and vary by device type. Always request an itemised invoice breakdown so you understand exactly what you're being charged for and what you can recover upon cancellation.

Common mistakes to avoid when cancelling

Cancelling a fleet management subscription can feel overwhelming, especially when your operations depend on it. Many fleet managers make mistakes that delay their cancellation or cost them money in refunds they could have claimed.

Mistake one: assuming account deletion equals cancellation

Deleting your Keeptruckin app or removing your login bookmarks does NOT cancel your subscription. The company continues billing you until you formally request cancellation and receive written confirmation. Always initiate cancellation through official channels, not by ignoring the service.

Mistake two: missing the 30-day notice deadline

Keeptruckin requires 30 days' notice before your renewal date. If you submit your cancellation request on day 29, you may be charged for another full billing cycle. Mark your renewal date on your calendar three months in advance and submit your cancellation request well before the deadline.

Mistake three: cancelling via phone without written follow-up

If you call to cancel but don't follow up with an email, the company can later claim you never requested cancellation. Always send a written confirmation email, even after a phone call. This protects you if there's a dispute.

Mistake four: ignoring hardware lease agreements

Your software subscription and hardware lease are separate contracts. Cancelling one does not automatically cancel the other. Review your contract to identify all separate agreements and cancel each one explicitly.

Mistake five: not requesting data export before cancellation

Once your subscription ends, you may lose access to your historical fleet data, driver logs, and compliance records. Request a data export in standard formats (CSV, JSON) before your cancellation takes effect. This protects you for audits and legal compliance.

Tocancel recommends setting three calendar reminders: one at 60 days before renewal (to review your decision), one at 35 days (to submit cancellation), and one at the renewal date (to confirm cancellation took effect).

What happens after your Keeptruckin subscription ends

Your cancellation is not truly complete until you confirm that charges have stopped and your access has ended. Take these steps in the days and weeks after cancellation.

Access and data retention

After your subscription ends, Keeptruckin will disable your account access. You will no longer see your vehicle tracking, driver logs, or compliance reports in the platform. This is why exporting your data before cancellation is essential.

Check Keeptruckin's data retention policy. Some companies delete inactive account data after 30 or 90 days. If you need historical records for compliance or disputes, download and store them securely on your own systems.

Device connectivity and functionality

Your Keeptruckin hardware devices will cease cloud connectivity once your subscription ends. This means you'll lose real-time GPS tracking and remote diagnostics. If you plan to migrate to another fleet management provider, ensure your new provider's hardware is compatible and ready before cancellation takes effect.

Billing confirmation

Check your credit card and bank statements for 60 days after your cancellation date. Confirm that no charges appear after your cancellation takes effect. If you see a charge, contact your bank immediately and file a dispute. Report the charge to Tocancel as well, so we can track patterns of non-compliance by Keeptruckin.

If Keeptruckin charges you after cancellation, contact your bank to dispute the charge and ask for a chargeback. Simultaneously, send Keeptruckin a formal letter demanding an immediate refund. If the company refuses, escalate to the Commerce Commission.

When you should consider cancelling Keeptruckin

Cancellation makes sense in these scenarios:

Escalation: when Keeptruckin refuses to cancel

If Keeptruckin refuses to process your cancellation or continues charging after you've requested it, you have legal recourse.

Step-by-step escalation process

First, send a formal written notice to Keeptruckin via email and registered mail (if possible). Reference your original cancellation request, the date you sent it, and the specific Consumer Guarantees Act or Fair Trading Act breach you're citing. Give the company 10 working days to respond.

If Keeptruckin does not respond or refuses your cancellation, lodge a formal complaint with the Commerce Commission. The Commerce Commission is New Zealand's official enforcement body for consumer protection. You can file a complaint online at www.comcom.govt.nz or by calling 0800 943 600.

Document everything: your cancellation email, the company's response (or lack thereof), all charges after cancellation, and any communications with support. The Commerce Commission will review your complaint and can force Keeptruckin to refund you and cease billing.

Tocancel also recommends leaving a detailed, factual review on independent software review platforms (such as Capterra or G2). This alerts other New Zealand fleet managers to cancellation difficulties and applies public pressure on Keeptruckin to resolve complaints.

Your cancellation checklist

Use this checklist to ensure you complete every step of the cancellation process:

• Calculate your 30-day notice deadline and mark it on your calendar
• Log in to your Keeptruckin account and check for self-service cancellation option
• Export all fleet data, driver logs, and compliance records in standard format
• Draft and send formal cancellation email to [email protected] with subject line and account details
• Save a copy of your cancellation email in a dedicated folder or cloud storage
• Wait 24 hours and follow up if you don't receive written confirmation
• Note your cancellation date and confirmation number (if provided)
• Identify and contact support separately about any hardware lease agreements
• Cancel hardware leases at least 30 days before lease renewal date
• Request pro-rata refund calculation in writing
• Set a reminder to check your account status one week before cancellation date
• Confirm cancellation took effect on your renewal date
• Monitor your credit card and bank statements for 60 days after cancellation
• If charges appear, dispute with your bank and contact Keeptruckin immediately
• If Keeptruckin refuses to stop charging, file a Commerce Commission complaint

Key takeaways and your next move

Cancelling Keeptruckin is your right as a New Zealand consumer, protected by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. You do not need permission or a special reason to cancel. You simply need to follow the correct process, document your requests, and protect yourself from unexpected charges.

Your action plan is straightforward: identify your renewal date, submit written cancellation 30 days in advance, export your data, and confirm cancellation took effect. If Keeptruckin refuses or continues billing you, escalate to the Commerce Commission. You have legal leverage, and you will win.

Tocancel has helped thousands of consumers cancel SaaS subscriptions and recover refunds they thought were lost. Our team understands the frustration of auto-renewing contracts and unresponsive support teams. Visit Tocancel to explore our cancellation guides for other services or request personalised assistance with your Keeptruckin cancellation.

Keeptruckin new zealand contact address

Keeptruckin has no publicly listed New Zealand cancellation address. All termination notices are directed to the US headquarters:

Keeptruckin Inc. (Motive)
Attn: Legal Department
San Francisco, California
United States of America

However, your cancellation email to [email protected] is your most reliable and fastest method. Email creates a dated record that Keeptruckin cannot dispute in any Commerce Commission investigation.

For Commerce Commission escalation:

Commerce Commission
Phone: 0800 943 600
Website: www.comcom.govt.nz
Online complaint form available 24/7