Refund policy

Returns & refunds

These rules apply to every purchase — outright and subscription alike. And to be clear up front: nothing in this policy limits your rights under the Australian Consumer Law. The consumer guarantees always apply, and always win.

  • Request your refund within 30 calendar days of delivery by emailing team@crucialtracking.com.au. As long as the request is made in time, the returned items can arrive back after the 30 days — we action the refund once we've received and inspected them.
  • A full refund needs a complete return. That means the original packaging with all the original box components and accessories, in original condition with no damage.
  • Incomplete returns may still be accepted, but incur a 20% restocking fee.
  • Installation damage isn't covered. We can't accept items damaged by incorrect installation — for vehicle wiring installs we recommend a professional auto electrician.
  • What needs to come back depends on what you bought:
    • Tracker + plan bundle — return the tracker and the SIM.
    • Plan with a SIM only — return the SIM.
    • Platform-only plan — nothing to return.
  • Return shipping is at your cost, except for faulty items.

Subscription cancellations

Monthly plans

Cancel any time. Cancelling stops the next billing cycle — your service keeps running to the end of the month you've paid for. Monthly payments already made aren't refunded.

Annual plans

Annual plans renew automatically each year until cancelled, and any cancellation requested before the renewal date is honoured. Cancel within the first 30 calendar days and you get a full refund under the returns rules above. After 30 days no refund is guaranteed, but we may offer a partial refund case by case — just ask.

Cancelling during your included year

Your tracker is yours from the moment you buy it. Cancelling a plan never means sending it back, and cancelling itself never costs you anything. Cancel during the 12 months of tracking included with your tracker and you keep the tracker, giving up only the tracking service for the months still to run.

When your plan ends

When a plan ends the SIM is deactivated and your tracker stops reporting, so live tracking and trip history stop being available. Please switch the tracker off, or post the SIM back to us, once your plan has ended, so it isn't left trying to connect to a service that has ended. Moving to a different plan instead? Leave it running and tell us, and we'll keep the SIM active.

SIM cards & IMEI locking

The SIM that comes with our data plans is IMEI-locked to the specific Crucial Tracking tracker it's activated with, and only works in compatible Crucial Tracking devices — CT-V03, CT-V05 and CT-A03. It won't work in phones or third-party hardware. Upgrading or replacing a tracker? Contact support and we'll re-pair the SIM to your new Crucial Tracking device.

Our other trackers are sold outright with your own SIM: the legacy CT-V04 and CT-A02 take any SIM with data, and the CT-A01 needs a customer-supplied Telstra Business IoT SIM specifically — our data plans don't cover it. In each case the SIM requirement is flagged before you buy.

Crucial Tracking is independent. We're not affiliated with, endorsed by, or an agent of Telstra or Optus.

Warranty

Every tracker carries a 12-month warranty: if a device fails in normal use within 12 months of the invoice date, we repair or replace it. The warranty excludes misuse, tampering, physical damage — including damage from incorrect installation — and damage from power surges or spikes. It sits alongside, and doesn't limit, the consumer guarantees you have under the Australian Consumer Law.

How to cancel or request a refund

  • Self-serve: log in to your store account and open Manage subscriptions to cancel a plan any time.
  • Through support: we can cancel plans and process refunds for you — email team@crucialtracking.com.au, call 0413 418 743 or message WhatsApp on +61 413 418 743.