FAQs

By card, Apple Pay or Google Pay, through Stripe’s secure checkout. iTCare never stores your card details.

If you need to pay by bank transfer, please contact Termatrac to arrange it.

Yes. Prices in AUD include GST, and nothing is added at checkout. Australian GST does not apply to prices in USD.

Yes. At the end of each 12-month term, Silver renews for another 12 months at the price that applied to your current term. If Termatrac ever changes that price, we give you at least 30 days’ written notice before your renewal date, and you can cancel the renewal before the change takes effect without charge.

We email you a reminder 30, 14, 7 and 2 days before each renewal.

The annual fee covers the whole 12-month term, so no refund is given for unused time or services, except where the law requires it or Termatrac agrees in writing.

iTCare is Termatrac’s membership program for iTraker owners. It brings equipment care, training and support together in one place.

There are two levels: Basic, which is free, and Silver, a paid membership for each registered device that adds annual calibration, priority support and the full training library.

1. Register your company for free. You will need your name, email address, company name and company address.
2. Termatrac reviews and approves your company. We email you when it is approved.
3. Register your iTraker by its serial number. Once Termatrac verifies the device, your iTCare Basic cover starts.
4. Upgrade to Silver at any time from your account, if you want the extra benefits.

Your account stays pending until Termatrac has approved your company and verified at least one of your devices. While it is pending, you can see your account status, but member pages stay locked.

As soon as your company is approved, you can register your iTraker. We email you when each step is done.

Basic (free) covers device registration, product updates and notices, initial product training and the operator certificate, and support during standard business hours.

Silver adds, for each device:

• one calibration and certificate every membership year, with the return shipping included;
• priority technical support;
• the full online training library, refresher training and exclusive webinars;
• a loan device during calibration, where available;
• extended warranty, subject to the Terms and Conditions;
• the member resource library, member discounts and a digital membership certificate.

See the full comparison on the Membership page.

Silver is priced per device. In Australia and New Zealand, prices are in AUD and include GST:

Each device is priced by its position, and your total is the sum of your devices.

Outside Australia and New Zealand, Silver is billed in US dollars. The Membership page and checkout show your price.

Both are a 12-month membership for each device. With Monthly you pay in 12 monthly instalments. With Annual you pay once, upfront, and it costs 10% less than 12 monthly payments.

Silver Monthly is a fixed 12-month membership paid in monthly instalments; it is not month-to-month. If you end it during a 12-month term, the remaining monthly payments for that term become due, subject to applicable law.

You can stop it renewing at the end of the term at no cost. See How do I stop my Silver membership renewing?

The first 100 companies to activate iTCare Silver become Founding Members and receive an introductory first-year benefit:

• Silver Monthly: your first three monthly payments are waived. The other nine are charged at the normal monthly price, and you stay committed to the full 12-month term. Payment details are still needed at checkout.
• Silver Annual: 25% off your first year, the equivalent of three months.

Founding Members also receive a numbered Founding Member certificate.

1. Register your company for free.
2. Termatrac approves your company.
3. Register your iTraker and Termatrac verifies it.
4. Upgrade to Silver, Monthly or Annual.

While positions remain, the Founding Member benefit is applied at checkout. Termatrac confirms your Founding Member status. Registering for Basic on its own does not use a position.

• One Founding Member position per company, not per device or location. Devices added later are charged at the normal price.
• It applies to your first 12-month term only. Renewal is at the normal price.
• It has no cash value, cannot be transferred and cannot be combined with other offers.
• The offer closes when all 100 positions are taken.

Read the full Founding Member Offer Terms.

Once your company is approved, open My Device → Device Registration and enter:

• the serial number: “T5” followed by seven digits, for example T50000123. Leave off any letter printed after the digits;
• the model;
• the next calibration date shown in the iTraker App.

Termatrac then verifies the device and emails you when it is active.

Open the iTraker App and tap the device icon in the top bar. The iTraker Information screen shows the Next Calibration Date. Check that the serial number shown matches your device. Termatrac checks the date against our records when we verify the device.

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Silver includes one calibration and certificate for each device every membership year. It resets on the device’s membership anniversary, does not roll over if unused, has no cash value, and is not available while your account is on hold.

Sending the device to us is at your cost; Termatrac pays the return shipping. Repairs and replacement parts are not included.

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Yes, as a paid service. In Australia it is $315 plus GST, plus a $25 return shipping fee unless you enclose a return satchel or collect the device in person. In the USA and Canada it is $315 plus shipping.

Silver members in Australia and New Zealand can ask for a loan iTraker while their device is with us for calibration or an approved repair, subject to availability. One loan unit per service case.

• Termatrac pays the shipping to you, and you return it using our satchel or instructions.
• We confirm the return date in writing and send reminders before and after it.
• A unit not returned within 30 days of the agreed return date is treated as lost and may be charged at replacement value.

Read the full Loan Unit Terms.

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Every member follows the same pathway, one stage at a time:

1. Stage 1: an introductory video and a short introductory test.
2. Stage 2: the full training video.
3. Stage 3: the BASE or PRO certification exam. PRO covers both BASE and PRO features, so it is recommended if your company uses iTraker PRO.

Silver members also get exclusive webinars, a 30-minute call with our trainer (one per company) and the video library, with a new video every week.

The pass mark is 85%. Each trainee has 3 attempts; after that, Termatrac reviews and can allow another attempt.

Passing the BASE exam earns the Initial Operator certificate. Passing the PRO exam earns the Certified Technician certificate. Certificates are numbered and can be downloaded from your training pages.

Email support@termatrac.com or call +61 7 3386 3300, Monday to Friday, 8:00 AM to 5:00 PM AEST. You can also use our contact form; we usually reply within 1 to 2 business days.

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Contact Termatrac support first so we can assess the problem and approve the repair. Repairs and replacement parts are not part of the membership fee unless they are covered by warranty.

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We always send the emails needed to run your membership, such as security alerts, invoices and payment notices, renewal reminders, booking updates, replies to your requests, and training results and certificates.

The iTCare newsletter is off unless you turn it on in Account Settings, and every issue has an unsubscribe link.

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Signed-in members can go to Account Settings → Privacy and your data to ask for a copy of their data, a correction or deletion. You can also email us. There is no charge, and we aim to respond within 30 days. Deleting your personal information also closes your account, and some records, such as invoices, must be kept by law.

See our Privacy Policy for details.