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Cancel Dojo: The Right Way
How to cancel your dojo payment terminal and avoid early termination fees
Why businesses cancel dojo and what you need to know first
Whether you are switching to a cheaper payment processor, consolidating your merchant services, or simply closing your business, cancelling Dojo requires you to understand your contractual obligations and follow the correct procedure. Dojo is a payment processing service owned by Paymentsense, offering card machines, payment terminals, and integrated payment solutions to UK businesses. Many business owners discover too late that their Dojo contract locks them in with minimum terms, early termination fees, and specific notice periods that-if missed-result in unexpected charges.
The good news is that you have consumer protections under UK law, and Stopee has helped thousands of consumers and business owners cancel subscriptions like Dojo without paying unnecessary penalties. Understanding your rights and the exact steps to take puts you firmly in control. This guide walks you through everything: your contractual terms, cancellation methods, refund eligibility, and what happens after you cancel.
Who needs to cancel and why
You might be cancelling Dojo because your business no longer needs it, you found a better rate elsewhere, or you are closing your company entirely. Whatever your reason, the process differs depending on whether you are an individual merchant, a limited company, or a sole trader. Stopee recommends you gather your original contract and merchant agreement before starting-you will need these documents to reference your specific terms.
The importance of getting it right
Cancelling incorrectly or letting your notice period lapse can lock you into another billing cycle or trigger early termination charges ranging from £50 to several hundred pounds. Payment processing contracts are legally binding, and Dojo-like most processors-enforces their terms strictly. By following this guide, you avoid these traps entirely.
Understanding your dojo contract and cancellation terms
Your Dojo agreement contains specific terms that govern how you can cancel and what you owe if you exit early.
Minimum contract length and notice periods
Most Dojo contracts run for a minimum of 12, 24, or 36 months, depending on the plan you selected. Your merchant agreement will state the exact length of your initial term and any auto-renewal clause. Many agreements auto-renew for consecutive 12-month periods unless you provide written notice before your renewal date.
Pro tip: Mark your contract end date in your calendar at least 90 days before it expires. This gives you ample time to submit your cancellation notice and avoid unintended renewals.
Dojo typically requires 30 to 90 days' written notice before your contract end date to cancel without early termination fees. If you cancel before your minimum term expires, you may face an exit fee calculated as the remaining months of your contract multiplied by your average monthly processing fees or a flat charge-check your agreement for the exact calculation.
Equipment ownership and return requirements
Card machines supplied by Dojo may be owned by you outright, leased, or provided under a separate equipment agreement. Some terminals are free upfront but become your property; others must be returned. Your merchant agreement specifies which equipment belongs to you and what you must return upon cancellation.
Warning: If you fail to return leased equipment within 14 days of cancellation, Dojo may charge you a recovery fee or continue billing you for the device. Clarify ownership of every piece of equipment before you cancel.
Dojo pricing, fees, and what you will pay upon cancellation
Your Dojo costs break down into upfront equipment charges, ongoing transaction fees, and potential early termination penalties.
Breakdown of dojo charges
| Charge type | Typical cost | When you pay it |
|---|---|---|
| Card machine (upfront) | £0-£200 | Initial setup |
| Transaction fees (debit) | 0.75-1.25% | Per transaction |
| Transaction fees (credit) | 1.5-2.5% | Per transaction |
| Monthly service fee | £0-£10 | Monthly |
| Early termination fee | £50-£500+ | Upon early cancellation |
Equipment fees and what happens to your terminal
When you cancel, Dojo sends you a prepaid returns label or arranges collection of any leased equipment. You are responsible for all costs if you fail to return devices within the specified timeframe. Once Dojo receives your returned equipment in acceptable condition, they will confirm your account closure in writing.
How to cancel dojo: step-by-step for UK merchants
Follow these exact steps to cancel your Dojo account properly and create a documented record of your cancellation request.
Cancellation via phone or email
- Gather your merchant account number and contract documents
- Find your most recent invoice or statement from Dojo
- Locate your original merchant agreement to check your notice period requirement
- Note your exact contract end date
- Calculate your cancellation eligibility
- If your contract term has ended, you can cancel immediately with 30-60 days' notice (depending on your agreement)
- If your term is still running, confirm whether you will incur early termination fees
- Stopee recommends requesting a written settlement figure from Dojo before submitting your formal cancellation
- Contact Dojo by phone
- Call Dojo's merchant support line during business hours (typically 09:00-17:30, Monday to Friday)
- Speak to a member of the cancellations team and ask for a cancellation form
- Request a cancellation reference number via email confirmation
- Submit your written cancellation notice
- Complete Dojo's cancellation form if they provided one
- Include your merchant account number, name, and requested cancellation date
- State that you want all charges to cease from your specified date
- Ask for confirmation that your notice period meets their contractual requirements
- Send your cancellation via email or post
- Email to Dojo's merchant services team and request a read receipt
- Alternatively, send by recorded delivery to their registered office (see below)
- Keep copies of everything you send
- Confirm receipt and get written acknowledgement
- Within 5 working days, you should receive email confirmation that Dojo has received your cancellation
- If you do not hear back, follow up by phone and ask for a cancellation reference number
- Stopee strongly recommends obtaining written confirmation-this is your proof of cancellation date for dispute resolution
Postal cancellation for formal records
If you prefer a formal, documented cancellation, you may send your notice by post to Companies House or Dojo's registered office. This creates an official record and is particularly important if you suspect billing disputes.
- Prepare your formal cancellation letter
- Write on headed paper (your business letterhead)
- Include the date, your merchant account number, and your full name or business name
- State clearly: "I hereby cancel my Dojo payment processing agreement, effective [date 30-60 days from today]"
- Request written confirmation of your cancellation date and any final charges
- Include supporting documents
- Attach a copy of your merchant agreement showing the contract end date and notice period
- Include a recent invoice showing your account number
- Sign and date your letter
- Send by recorded delivery to Dojo's UK address
- Obtain the current registered address by visiting Companies House (companies-house.gov.uk)
- Send via Royal Mail Special Delivery (tracked and signed for)
- Keep your delivery receipt as proof of posting
- Follow up after 10 working days
- If you have not received acknowledgement, call Dojo and reference your recorded delivery reference
- Ask them to confirm receipt of your written notice
Your consumer rights and what UK law protects
As a consumer or small business owner in the UK, you benefit from legal protections that limit what Dojo can charge and require them to act fairly.
The consumer rights act 2015 and unfair contract terms
Under the Consumer Rights Act 2015, any contract term that is unfair, unclear, or creates significant imbalance against you is not binding. If Dojo's early termination fee is disproportionately high (for example, charging you for the entire remaining contract value when actual damages are minimal), you can dispute it as an unfair term.
Stopee recommends comparing your early termination fee to your actual monthly charges. If Dojo charges £300 to exit a contract with 6 months remaining at £20 per month, that fee is arguably unfair and you may refuse to pay it.
Business consumer protections
If your business employs fewer than 10 people, you are treated as a consumer for contract purposes and gain additional protections. Dojo cannot charge you penalties that go beyond genuine pre-estimated loss. You also have the right to cancel within 14 days of contract signature if Dojo did not provide clear, upfront disclosure of all charges.
Your right to a clear exit process
Dojo must provide you with a simple, cost-free way to cancel. If their cancellation process is deliberately obscured or they demand payment to access the cancellation form, you can report this to the Financial Conduct Authority (FCA) or your local Trading Standards office.
Avoiding common cancellation mistakes and traps
Many business owners accidentally extend their contracts by failing to act before key dates or falling for misleading renewal language.
Missing your notice deadline
The single most costly mistake is submitting your cancellation notice after your contract end date has passed. If your contract ends on 31 March 2024 and you send your cancellation on 15 April 2024, Dojo may treat this as a renewal and lock you in for another 12 months. Set a calendar reminder 90 days before your contract end date and cancel immediately.
Assuming verbal cancellation counts
A casual phone conversation saying "I want to cancel" is not enough. Dojo staff may fail to log your request or claim they never received it. Always follow up verbal cancellations with written notice (email or post) and keep the confirmation email. Stopee has helped consumers recover from situations where they verbally cancelled but Dojo continued billing because there was no written record.
Not checking for auto-renewal clauses
Your Dojo contract likely includes automatic renewal language. Even if your initial term ends, you must actively cancel to prevent the contract rolling over. Ignoring this creates unwanted renewal cycles and additional charges.
Failing to return equipment
You may cancel the service, but if you do not return the card machine within 14 days, Dojo can charge you a recovery fee or continue billing you for the device itself. Warning: Some merchants discover Dojo kept charging them months after cancellation because they forgot to return the terminal. Arrange equipment return as part of your cancellation request, not after.
After you cancel: what to expect and how to verify closure
Cancellation is not complete until you receive written confirmation and all charges stop.
Confirmation and final billing
Within 10 working days of your cancellation notice, Dojo should send you written confirmation including your final cancellation date and any outstanding fees. Review this carefully. Your final bill should include only charges up to your cancellation date plus any early termination fees (if applicable).
Pro tip: Request an itemised final statement showing every charge through your cancellation date. If you spot charges after your cancellation date, dispute them immediately with Dojo and escalate to your bank if needed.
Monitoring your bank statements
Continue checking your bank statements for 60 days after cancellation. Some payment processors accidentally continue billing due to system errors. If you see a Dojo charge after your confirmed cancellation date, contact your bank immediately and request a chargeback. You have strong grounds because the charge occurred after you provided written cancellation notice.
Storing your cancellation documentation
Keep all cancellation emails, confirmation letters, and merchant statements for at least 2 years. These documents protect you if Dojo disputes whether they received your cancellation or if you need to escalate a billing complaint to Trading Standards.
Refund eligibility and recovering overpayments
In most cases, Dojo does not refund paid fees-you pay as you use the service. However, you may recover money if you have been overcharged or billed after your cancellation date.
When you might get a refund
You are entitled to a refund if Dojo billed you for services after your confirmed cancellation date, charged you without authorisation, or overcharged transaction fees compared to your agreed rate. Stopee recommends requesting a refund in writing, quoting the specific transactions and amounts. If Dojo refuses, you can escalate to your payment processor's dispute team or your bank.
How to claim an overcharge or erroneous billing
- Request an itemised statement from Dojo covering the disputed period
- Compare charges to your agreed transaction rates in the merchant agreement
- Write to Dojo with specific examples (dates, amounts, and why you believe they are incorrect)
- If Dojo refuses, file a complaint with the Financial Conduct Authority
- As a last resort, contact your bank and request a chargeback for unauthorised charges after your cancellation date
Checklist: ensuring your dojo cancellation is complete
Use this checklist to confirm you have cancelled correctly and protected yourself.
| Task | Completed | Date |
|---|---|---|
| Reviewed original Dojo merchant agreement for notice period and early termination terms | Yes / No | |
| Calculated your contract end date and any early termination fees | Yes / No | |
| Submitted written cancellation notice 30-60 days before your cancellation date | Yes / No | |
| Received written confirmation from Dojo with cancellation date and final charges | Yes / No | |
| Returned all Dojo card machines and equipment within 14 days | Yes / No | |
| Verified no charges appear on bank statements 30 days after cancellation date | Yes / No |
Comparing dojo to alternatives before you cancel
Before you finalise your cancellation, consider whether switching to a different payment processor makes financial sense.
Key factors in choosing a new processor
| Processor | Transaction fees | Setup time | Equipment cost |
|---|---|---|---|
| Dojo (Paymentsense) | 1.5-2.5% | 1-3 days | £0-£200 |
| Square | 1.69% + 20p | Instant | £0-£99 |
| iZettle | 1.75% | 1-2 days | £0-£49 |
| SumUp | 1.69% | Instant | Free reader |
| Worldpay | 1.5-2.75% | 2-5 days | £0-£300 |
If your current Dojo fees exceed what competitors charge, the savings may justify early termination fees. Calculate your break-even point: divide your early exit fee by your monthly savings to see how many months it takes to recover the cancellation cost.
Contact information and escalation for billing disputes
If Dojo refuses to cancel your account or continues billing after your cancellation date, escalate your complaint using these channels.
Dojo customer service and cancellation address
Contact Dojo through their standard merchant services channels. For formal cancellation correspondence, verify the current registered address by visiting Companies House (companies-house.gov.uk) and searching for Paymentsense Limited, Dojo's parent company.
Send postal cancellation to:
Paymentsense Limited
Companies House registered address
(Confirmed via companies-house.gov.uk)
Send via Royal Mail Special Delivery
Escalation authorities
If Dojo disputes your cancellation or refuses to stop charging:
- Financial Conduct Authority (FCA): complain.fca.org.uk for payment processor disputes
- Trading Standards: Contact your local authority Trading Standards office for unfair contract terms or deceptive cancellation practices
- Your bank: Request a chargeback for any charges after your documented cancellation date
- Consumer Rights Act 2015: You can refuse unfair early termination fees if they exceed genuine pre-estimated loss
Why stopee exists to help you
Payment processors like Dojo rely on confusing contract language and complex cancellation processes to keep customers locked in. Stopee has helped thousands of consumers and small business owners cancel Dojo and recover overpayments by providing clear, step-by-step guidance and escalation support. By following this guide and documenting every step, you avoid unnecessary fees and exit cleanly.
You have the right to cancel your Dojo account. With the proper notice, written documentation, and knowledge of your consumer rights, you can cancel without penalty. Visit Stopee.com today for additional resources, template letters, and guidance on cancelling dozens of other UK subscriptions and services.