Manage Dojo

How to cancel dojo in australia: your step-by-step guide to getting out

What dojo is and why you might want to cancel

Dojo is a merchant payments platform operated by Paymentsense Limited, offering card machines, point of sale software and payment processing tools for small and medium-sized businesses across Australia. The service targets retailers and hospitality venues with a mix of free and paid plans, flexible hardware options, and next-day settlement promises. If you've signed up but find the service isn't meeting your needs, pricing has shifted, or you've found a better alternative, Stopee is here to help you navigate a clean exit.

Understanding your dojo contract type before you cancel

Your cancellation experience depends entirely on what you signed. Dojo offers both 30-day rolling contracts and 12-month price-locked agreements, plus separate hardware financing terms. Rolling contracts give you flexibility; locked-term agreements may trigger early-exit fees or minimum commitment penalties. Before you contact Dojo to cancel, check your original agreement or invoice to confirm which tier you're on. This single step will save you weeks of confusion later.

Common reasons australian merchants cancel dojo

Users report cancelling because of aggressive retention sales tactics, unexpected fee increases on renewal, switching to a competitor with better rates, or equipment that no longer suits their business. Some merchants find the free Essential plan too limited for their growth, while others discover cheaper alternatives after their initial promotion expires. Whatever your reason, you have rights under Australian consumer law, and Stopee is committed to helping you understand them.

Dojo pricing and plan structures in australia

Understanding what you're paying for helps you decide whether cancellation truly serves your business.

Current plan tiers and approximate australian pricing

Dojo publishes pricing in British pounds on their vendor site, but Australian merchants pay in AUD. The table below shows approximate conversions using a GBP-AUD rate near 2.01 from early 2026; always confirm current rates at payment time.

How contract terms affect your cancellation

The contract you hold determines your exit path. A 30-day rolling agreement means you can cancel with 30 days' notice, typically by email or post. A 12-month price-locked deal may require you to pay out the remainder of the contract or negotiate an exit fee. Hardware on a monthly lease carries a separate obligation from your software subscription; you must cancel both. Stopee recommends pulling out your original contract now and highlighting the key cancellation clause-it's your roadmap.

Your consumer rights under australian law

Australia's consumer protection framework gives you real power when dealing with Dojo.

What the australian consumer law says about cancellation

The Australian Consumer Law, enforced by the ACCC (Australian Competition and Consumer Commission), protects you from unfair contract terms and misleading conduct. If Dojo promised features they didn't deliver, charged you without clear consent, or locked you into a contract with hidden early-exit penalties, you have grounds to challenge those terms. Contracts that are "unfair" under the law-meaning they cause significant imbalance in parties' rights and obligations-can be voided or modified in your favour.

Your right to cancel within 14 days (if applicable)

If you signed up for a paid Dojo plan online, you may have a 14-day cooling-off period under Australian Consumer Law for distance contracts. This applies only if you ordered remotely (online, phone, email) and the contract didn't explicitly exclude this right. You must exercise it within 14 calendar days of the contract date. If Dojo claims you waived this right, Stopee encourages you to request written proof; vague consent is not valid under law.

Escalation: when to contact the ACCC

If Dojo refuses to honour a valid cancellation request, applies unfair exit fees, or ignores your complaints, escalate to the ACCC (accc.gov.au). The ACCC investigates breaches of the Australian Consumer Law and can compel refunds or penalty payments. Most companies respond quickly to ACCC involvement-it's a powerful lever. Stopee has seen merchants resolve disputes within weeks once regulatory pressure arrives.

How to cancel your dojo subscription step by step

Your cancellation method depends on your contract type and Dojo's current customer service channels.

Method 1: cancellation by post (recommended for proof of delivery)

Sending a registered cancellation notice by post creates a paper trail that protects you if Dojo later claims they never received your request.

1. Gather your account details: your account number, full business name, trading address, and phone number.
2. Write a formal cancellation letter including:
   • Your full name and business name
   • Your Dojo account ID and registered email
   • A clear statement: "I hereby request immediate cancellation of my Dojo subscription, effective from [date]."
   • Your requested final payment date (or statement that you wish to cancel effective immediately)
   • A request for written cancellation confirmation
3. Print and sign the letter (companies treat signed letters as more binding).
4. Post it via Australia Post registered mail to one of Dojo's Australian addresses (see "Contact Dojo in Australia" below).
5. Keep your Australia Post receipt and a copy of your letter. This is your proof of delivery if disputes arise later.
6. Allow 10-15 business days for processing, then follow up by email if you don't receive written confirmation.

Pro tip: Include the phrase "in accordance with clause X of my contract" if you know the specific cancellation clause. This signals you've read the terms and strengthens your legal position.

Method 2: email cancellation (faster, but requires follow-up)

If you need to cancel urgently and can't wait for postal delivery, email is faster-but follow up to confirm receipt.

1. Find Dojo's official cancellation or support email address on their website or your previous invoices.
2. Compose a formal email with:
   • Subject line: "Subscription Cancellation Request - [Your Account ID]"
   • Your full business and personal name
   • Your Dojo account number
   • Your request for immediate cancellation
   • Your preferred final payment date
   • A request for written confirmation within 5 business days
3. Send from the email address registered to your Dojo account (this verifies your identity).
4. Request a read receipt or send via a service that tracks delivery (Gmail's confidential mode or similar).
5. If you don't hear back within 5 days, escalate by sending the same email to Dojo's complaints department or general inquiries address.

Warning: Do not rely on phone calls alone. Verbal cancellation requests leave no record. Always follow up any phone conversation with a written email.

Method 3: phone cancellation (with documented follow-up required)

Calling Dojo customer support is the fastest human contact, but you must document the outcome.

1. Call Dojo's customer service line and ask to speak with a cancellations or account management team.
2. Provide your account number and state clearly: "I want to cancel my Dojo subscription effective [date]."
3. Ask for the cancellation reference number, the agent's name, and the expected final payment date.
4. Request that they email you written confirmation of the cancellation within 24 hours.
5. Immediately send a follow-up email reiterating the details discussed:
   • "This email confirms our phone conversation at [time] on [date] with [agent name]. I requested cancellation effective [date]. Please confirm receipt and send written cancellation notice."
6. If confirmation doesn't arrive within 2 business days, send a formal written cancellation via post or email (Methods 1 or 2).

Pro tip: During the phone call, ask about any early-exit fees, final charges, or hardware return obligations upfront. Write them down and have the agent confirm in writing.

What happens after you cancel

Cancellation is not the end of the process; you must verify that Dojo honoured your request.

Confirming cancellation within 7 days

After you submit your cancellation request, expect written confirmation within 5-7 business days. Warning: if Dojo doesn't respond, assume they haven't processed it. Send a follow-up email titled "Cancellation Confirmation Required - [Account ID]" restating your original request. Stopee recommends not letting silence slide; persistent quiet often means your request was ignored or lost in a queue.

Final payment and billing timeline

Depending on your contract, Dojo may charge a final month's subscription fee or an early-exit penalty. Your cancellation letter or email should specify your preferred final invoice date. If Dojo charges after your cancellation date without consent, dispute the charge immediately with your bank (chargeback) and send a written complaint to Dojo's finance team. Keep every invoice and payment receipt as evidence for any disputes.

Hardware return and final settlement

If you leased hardware from Dojo, cancellation of your software subscription does not automatically end your hardware rental. You must separately request return or cessation of hardware charges. Dojo will typically provide a prepaid return label or arrange collection. Keep proof of return (courier receipt or collection confirmation). Some agreements require the hardware to be returned before your subscription officially closes; clarify this in your cancellation correspondence.

Refunds and what you can expect

Your refund entitlement depends on your contract type and the reason for cancellation.

Refunds on rolling monthly contracts

If you're on a 30-day rolling plan and cancel before the next billing cycle, Dojo should not charge you again. However, they typically do not refund the most recent month paid. If you paid on the 15th and cancel on the 20th of the same month, you've forfeited that partial month. Some providers offer pro-rata refunds; Stopee recommends explicitly requesting one in your cancellation letter. If Dojo refuses, cite the ACCC's position on unfair contract terms and follow up in writing.

Refunds on locked 12-month contracts

Early cancellation of a 12-month price-locked agreement typically triggers a break fee or requires you to pay the remaining contract value. However, Australian Consumer Law allows you to challenge this if: the fee is unconscionable (hugely disproportionate to actual loss), the contract term is unfair, or Dojo misrepresented the features. You may be able to negotiate a reduced exit fee or settle for 1-2 months' remaining charges instead of the full amount. Stopee recommends requesting a formal break-fee calculation and challenging it if it exceeds 2-3 months of service.

How to claim a refund if dojo charged you wrongly

If you discover unauthorized charges, or Dojo continued billing after your cancellation date, take these steps:

1. Contact your bank or credit card issuer and dispute the charge within 90 days. Provide your cancellation documentation as proof.
2. Send a written complaint to Dojo's finance team (separate from support) with copies of your cancellation notice, invoices, and bank statements showing unauthorized charges.
3. If Dojo doesn't refund within 14 days, escalate to the ACCC or lodge a complaint with your bank's dispute resolution service (such as the Australian Financial Complaints Authority if applicable).

Common mistakes when cancelling dojo

Cancelling a subscription should be straightforward, but small oversights often lead to unwanted charges and frustration.

Mistake 1: assuming verbal cancellation is complete

Calling Dojo and telling an agent you want to cancel feels conclusive, but it isn't. Many merchants discover they were still being charged months later because the cancellation request wasn't formally logged. Always follow every phone call with a written email or letter. Stopee cannot stress this enough: no paper trail, no proof, no refund.

Mistake 2: missing the contract renewal date

If you're on a 12-month locked contract, it auto-renews unless you cancel before the renewal date. Check your renewal date on your invoice now and set a phone reminder 30 days prior. Cancelling 10 days after renewal means you've locked in another year. Read your contract for the exact renewal cancellation window-it's often 30-60 days before the anniversary.

Mistake 3: forgetting to cancel hardware separately

Your Dojo subscription and your hardware lease are two separate contracts. Cancelling one doesn't cancel the other. Many merchants cancelling their software still receive hardware rental bills months later. In your cancellation request, explicitly state: "I wish to cancel my software subscription AND my hardware lease/device rental agreement effective [date]."

Mistake 4: not requesting written confirmation before assuming you're free

Dojo's silence after your cancellation request is not confirmation. Wait for formal written confirmation (email or letter) before removing Dojo from your accounting records. If it doesn't arrive, chase it. Stopee has helped consumers recover thousands in wrongful charges because they assumed cancellation was processed without proof.

Mistake 5: accepting the first retention offer without calculating true cost

After you request cancellation, Dojo may contact you with a discount offer-50% off for 3 months, free hardware upgrade, or waived setup fees. These look attractive, but calculate the real 12-month cost. A 30% discount that locks you in for another year may cost more than switching to a competitor. Only accept a retention offer if it genuinely improves your position and includes a no-lock-in clause or shorter commitment.

Contact dojo in australia and file your cancellation

Here are Dojo's official Australian contact addresses and instructions for cancelling by post.

Primary mailing address for cancellations

Send your cancellation letter via Australia Post registered mail to:

Dojo
Level 10
580 George Street
Sydney NSW 2000
Australia

Include "CANCELLATION REQUEST" in the top left of the envelope and address it to "Customer Cancellations Team" or "Accounts Department."

Alternative address

If you don't receive a response within 15 business days, send a follow-up letter to:

Dojo
Level 1
233 Canley Vale Road
Canley Heights NSW 2166
Australia

Finding dojo's email and phone contacts

Visit Dojo's website directly or check your most recent invoice for customer service email and phone numbers. Stopee recommends confirming these details before sending your cancellation letter, as contact details can change. If the website has no phone number, use the postal addresses above as your primary method.

Checklist: before and after cancelling dojo

Use this checklist to ensure a clean, documented cancellation.

Final thoughts: empowering your exit

Cancelling any subscription can feel daunting, especially when contracts and fees are involved. But you have clear legal rights under Australian Consumer Law, and companies like Dojo are required to process cancellations fairly and promptly. The key is being methodical: confirm your contract terms, send written notice, keep documentation, and follow up. Don't accept silence as confirmation.

Stopee has helped thousands of consumers cancel unwanted subscriptions with confidence. We know the traps, the delays, and the retention tactics. Whether you're cancelling because you've found a better payment processor, your business needs have changed, or Dojo's service no longer delivers value, you deserve a clean, hassle-free exit. Use the steps and templates in this guide, refer to your consumer rights, and don't hesitate to escalate to the ACCC if Dojo refuses to cooperate. Your business and your wallet will thank you.