Manage Acuity Scheduling

How to cancel acuity scheduling in new zealand (and protect your wallet)

What acuity scheduling is and why you might cancel

Acuity Scheduling is an online appointment booking system that helps businesses manage client reservations, automate payment processing, send reminders, and sync with calendars. If you're a service provider (hairdresser, consultant, therapist, trainer), you've probably used it to let clients book time with you without the back-and-forth emails.

If you're reading this, you're likely considering cancellation. Maybe you've found a better alternative. Perhaps the pricing no longer fits your business model. Or you've simply outgrown the service. Whatever your reason, Stopee is here to walk you through the process step-by-step so you don't get stuck with unexpected charges or lose access to your data unexpectedly.

When cancellation makes sense

You should cancel Acuity Scheduling if:

• You're switching to a competitor like Calendly, Setmore, or another booking platform
• Your business no longer requires online appointment bookings
• The monthly cost is eating into your margins and you've explored cheaper alternatives
• You've discovered hidden fees or unwanted auto-renewal charges
• Customer service hasn't resolved ongoing technical or billing issues

Conversely, keep your subscription if the platform genuinely saves you time managing bookings and your clients prefer the booking experience.

When cancellation might backfire

Before you cancel, ask yourself: will you lose client convenience? If your booking link is embedded across your website, social media, and email signature, cancelling means rebuilding that infrastructure with a new platform. Plan your migration carefully to avoid downtime that costs you bookings.

Your consumer rights in new zealand and statutory protections

New Zealand consumer law gives you specific rights when you purchase digital services, and understanding them puts you in a stronger position to cancel fairly.

The consumer guarantees act and digital subscriptions

The Consumer Guarantees Act (1993) protects you when you buy goods or services. For subscriptions like Acuity Scheduling, this means the service must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Acuity stops working properly, charges you incorrectly, or misrepresents its features, you have grounds to complain and demand a remedy-including a refund.

However, digital services are treated differently from physical goods. The law recognises that once you've accessed or downloaded a service, reversing the transaction is harder. This is why Acuity Scheduling doesn't automatically refund you after 14 days-unless you subscribed via Squarespace, which includes its own cooling-off period.

Your cooling-off right with squarespace

If you signed up for Acuity Scheduling through Squarespace, you get an automatic 14-day full refund window. This is Squarespace's policy, not Acuity's, and it applies to Squarespace-linked subscriptions only. If you cancel within 14 days of your first charge, you'll receive a full refund automatically.

Direct Acuity subscriptions (paid via Acuity's own billing system) do not include this automatic cooling-off period. You must request a refund manually and justify your case based on service failure or misrepresentation.

Escalation options if acuity refuses your claim

If Acuity refuses to refund you and you believe the service was faulty or you were mis-charged, you have two escalation paths:

• Chargeback via your bank or credit card provider: Contact your bank immediately if you've been charged without authorisation or the service wasn't delivered as promised. Your bank can dispute the transaction directly with Acuity's payment processor. This typically takes 30-90 days but often succeeds.
• Complaint to the Commerce Commission: The Commerce Commission handles consumer disputes in New Zealand. You can lodge a complaint if you believe Acuity has breached the Fair Trading Act or Consumer Guarantees Act. Visit www.comcom.govt.nz or call 0800 943 600 for guidance.

Stopee recommends documenting everything: screenshots of charges, emails with customer support, evidence of service failures, and dates. This evidence is crucial if you need to escalate beyond Acuity's customer service team.

Acuity scheduling pricing plans and where your money goes

Before you cancel, review your current plan and pricing so you understand exactly what you're paying for and whether a downgrade makes more sense than full cancellation.

Current plan tiers (NZ pricing)

Pro tip: Acuity's pricing varies by billing cycle (monthly vs. annual) and region. Check your actual invoice in the Billing section of your dashboard to confirm your exact rate. Annual plans often offer 10-20% discounts, so if you're on a monthly plan, downgrades might save more than cancellation.

How to cancel acuity scheduling (step-by-step for new zealand users)

Acuity Scheduling requires you to cancel via the web dashboard-mobile apps don't have full cancellation options. Follow these steps carefully to avoid being charged again.

Cancellation via web dashboard (recommended and required)

1. Open your web browser and visit Acuity Scheduling's login page (acuityscheduling.com or your custom domain if you use one).
   • Do not use the mobile app for this process; the mobile interface doesn't give you full control.
2. Sign in with your email address and password.
   • If you've forgotten your password, use the "Forgot password?" link to reset it first.
3. Once logged in, look for the Account or Settings menu (usually in the top right corner or left sidebar, depending on your dashboard layout).
   • Click "Settings" or "Account Settings".
   • Then locate the "Billing" or "Billing & Plan" section.
4. Find the "Cancel subscription" or "Downgrade plan" button.
   • Acuity may offer you a discount to keep your subscription. Ignore this unless you genuinely want to stay.
   • Review any final charges or credits displayed on screen.
5. Click the cancellation button and confirm your choice when prompted.
   • Warning: Confirm immediately-Acuity often asks you twice to make sure you really want to cancel. If you don't confirm, your subscription remains active and you'll be charged at your next renewal date.
6. Check your email within 5 minutes for a cancellation confirmation from Acuity.
   • Save this email as proof of cancellation. If you're charged again, this becomes your evidence.
   • If you don't receive a confirmation email, return to Settings and verify your subscription status shows as "Cancelled" or "Inactive".

Special case: if you signed up via squarespace

Squarespace-linked Acuity subscriptions have different cancellation steps because Squarespace manages the billing, not Acuity directly.

1. Log in to your Squarespace account (not Acuity).
   • Go to Account Settings > Billing & Plans.
2. Find "Acuity Scheduling" or any third-party app subscription in your active plans list.
   • Click "Cancel subscription" next to Acuity.
3. Squarespace will ask why you're cancelling. Provide honest feedback (optional but helpful).
   • Click "Cancel subscription" again to confirm.
4. If you cancel within 14 days of your first charge, a full refund is issued automatically within 3-5 business days.
   • After 14 days, no automatic refund applies-you'd need to contact Squarespace support to request one manually.
5. Check your Squarespace billing dashboard to confirm the subscription no longer appears under active plans.
   • Acuity will disable your booking page immediately upon cancellation (not gradually).

Warning: If you've linked your Squarespace website to Acuity's booking widget, that widget will stop working once you cancel through Squarespace. Plan your website update before you cancel so you don't end up with a broken booking link on your homepage.

What happens to your account and data after cancellation

Cancelling Acuity doesn't mean you lose everything immediately-but you need to know what you can and cannot access afterwards.

Your access rights after cancellation

If you cancel a direct Acuity subscription (not via Squarespace), your account will downgrade to Acuity's free legacy plan automatically. This means:

• You keep your account and login-you don't lose the account entirely.
• Your booking page goes live-free mode: clients can still see and book appointments, but you have limited customisation and no payment processing.
• All your historical client data, past appointments, and contact information remain in your account for retrieval.
• You can export your client list and appointment history as a backup before cancellation if you prefer.

This is different from Squarespace-linked cancellations, which immediately disable your booking page entirely. Plan accordingly based on how you subscribed.

Booking continuity and client experience

Here's what matters most: your existing bookings don't automatically vanish. However, you control when and how new bookings stop.

• Clients with future appointments can still see them in confirmation emails and calendar invites.
• You must manually remove your availability or pause the booking page if you don't want new requests coming in.
• If you're migrating to a new platform, Stopee recommends giving clients 48-72 hours notice before your old booking link stops working. Include your new booking link in your final email so they can rebook instantly.

Support and billing records

After cancellation, you can still access your support tickets and billing history through your account dashboard for up to 12 months. This is helpful if you need to reference old invoices for tax purposes or dispute charges.

Will you get a refund after cancelling acuity scheduling

Refunds are the trickiest part of cancelling Acuity. The answer depends on how you subscribed and whether the service failed you.

Automatic refunds: squarespace subscriptions only

If you subscribed through Squarespace, you get a full refund if you cancel within 14 days of your first charge. This is Squarespace's standard cooling-off period, and it applies automatically-you don't need to ask.

• The refund is credited to your original payment method within 3-5 business days.
• After day 14, no automatic refund applies. You can still request one from Squarespace support, but they'll assess your case individually.
• Pro tip: If you're on an annual Squarespace plan that includes Acuity, the 14-day window resets if you're a new Squarespace customer, not a new Acuity user.

Direct acuity subscriptions: no automatic refund

If you paid Acuity directly (not through Squarespace, Zapier, or another reseller), Acuity does not process automatic refunds after cancellation. You cancel and your subscription stops-but your money doesn't come back unless you argue your case.

However, you can request a refund manually if:

• The service was faulty or didn't work as advertised (breach of Consumer Guarantees Act).
• You were mis-charged (duplicate charges, incorrect billing).
• You cancel within the same calendar month as your charge (some providers honour this as a courtesy).

Pro tip: Email Acuity support immediately after cancelling with a clear reason for your request. Mention the date of your charge, your subscription ID (visible on your invoices), and why the service didn't meet your expectations. Keep your tone professional-emotional appeals rarely work, but documentation does.

Chargeback as your fallback option

If Acuity refuses your refund request, contact your bank or credit card provider and initiate a chargeback. This is your legal right under New Zealand banking law. Provide your bank with:

• Proof of the charge (invoice or bank statement).
• Evidence you requested a refund from Acuity and were refused.
• Documentation of service failure (screenshots, support tickets, etc.).

Chargebacks take 30-90 days, but they succeed in roughly 70% of cases involving subscription disputes. Your bank will recover the money and reverse the charge.

Common mistakes to avoid when cancelling acuity scheduling

Cancelling a subscription should be simple, but Acuity's system has some hidden pitfalls. We've seen customers get caught by these repeatedly-don't let it happen to you.

Mistake 1: cancelling via mobile app instead of web

Acuity's mobile app doesn't give you access to full cancellation controls. If you try to cancel on your phone and can't find the Billing section, you're out of luck. You must log in via a web browser (desktop or mobile browser, not the app) to complete cancellation.

Pro tip: Open a mobile browser (Safari, Chrome) and visit acuityscheduling.com directly rather than opening the app.

Mistake 2: not confirming cancellation when prompted

Acuity asks you to confirm your cancellation twice. The first click is just intent; the second click is the actual cancellation. If you click once and leave, your subscription remains active and you'll be billed at your next renewal date. Always confirm the second time.

Mistake 3: assuming historical data disappears

Your client data, appointment history, and invoices don't vanish after cancellation. However, they do remain accessible only if you keep your account login. If you forget your password and can't reset it later, you may lose access to your data. Before you cancel, download a backup export of your clients and past appointments.

Mistake 4: leaving your booking page live after downgrading

When you cancel a paid subscription, Acuity downgrades you to the free plan (if direct subscription) or disables your page (if Squarespace). Your old booking link might still work in the free tier, which means clients can still book with you-but you have no payment processing or advanced features. If you're migrating platforms, manually pause or delete your availability in the old system so clients don't book with you twice.

Mistake 5: not waiting for the confirmation email

Cancel, get confirmation on screen, assume you're done-wrong. Wait for the cancellation confirmation email (5-10 minutes) before closing your browser or logging out. If the email doesn't arrive, log back in and check your subscription status. The on-screen confirmation alone isn't always proof; the email is your record.

Acuity scheduling cancellation checklist

Before you hit the cancel button, work through this checklist to make sure you're not caught off guard.

If you've ticked most of these, you're ready to cancel. If not, spend 15 minutes addressing the gaps now-it'll save you hours of headaches later.

After cancellation: your next steps

Cancelling is one moment. What matters is what happens next, and that's where many people stumble.

The first week after cancellation

Check your email and account status daily for the first 7 days after cancellation. Acuity sometimes sends follow-up messages, refund confirmations, or account downgrade notifications. Don't delete these-file them in a folder labelled "Acuity Cancellation" for your records.

Log in to your Acuity account on day 3 and day 7 to confirm your subscription status shows as "Cancelled" or "Inactive" in the Billing section. If it still shows as active, contact Acuity support immediately-your cancellation may not have processed.

Preventing duplicate bookings during migration

If you're switching to a new booking platform, the period between old and new is high-risk. Clients might book on both systems, confusing your schedule.

• Set an auto-responder on your Acuity booking confirmation email to redirect clients to your new platform link.
• Update your social media and website to reflect the new booking link 48 hours before Acuity goes inactive.
• Send an email to all past clients announcing the change and providing the new link.

Monitoring for unexpected charges

For 60 days after cancellation, check your bank or credit card statement weekly. Acuity's system is usually reliable, but billing glitches do happen. If you see a charge after your cancellation confirmation, screenshot it immediately and contact Acuity support with the evidence.

If Acuity refuses to reverse the charge, file a chargeback with your bank-Stopee has guided thousands of customers through this process and chargebacks almost always succeed when you have cancellation confirmation documentation.

Why stopee exists and how we protect you

Stopee (stopee.com) was created because too many consumers feel trapped by confusing cancellation processes. We understand that cancelling a subscription should never feel like a battle, yet many companies-from Acuity Scheduling to Spotify to Netflix-make cancellation deliberately difficult.

Our mission is to translate that complexity into clear, actionable steps. We've helped thousands of customers cancel subscriptions without losing refunds, data, or sanity. We fight on your behalf by documenting dark patterns, tracking policy changes, and ensuring you know your rights under New Zealand consumer law.

When you use Stopee to navigate cancellations, you're not just reading a guide-you're joining a community of people who refuse to accept hidden fees and obstructed exits. We've already saved our users hundreds of thousands of dollars in disputed charges and recovered refunds.

Contact details for acuity scheduling (escalation and formal complaints)

If Acuity's customer service doesn't resolve your cancellation or refund dispute, escalate using these official channels.

Direct contact options

Warning: Acuity does not list a New Zealand postal address for cancellations. If you need to lodge a formal complaint or dispute, you may need to contact their New York office directly or escalate to the Commerce Commission instead. Stopee recommends email over postal mail because it creates a timestamped record.

Escalation if acuity doesn't respond

If Acuity fails to respond to your cancellation or refund request within 10 business days, escalate to:

• Your bank or credit card provider: File a chargeback for unauthorized or failed service.
• Commerce Commission (New Zealand): www.comcom.govt.nz or 0800 943 600. Lodge a complaint about unfair business practices or Consumer Guarantees Act breaches.
• Stopee support: If you're stuck and need guidance, Stopee has escalation templates and can help you draft formal complaints to Acuity or your bank.

Final summary: cancel acuity scheduling with confidence

Cancelling Acuity Scheduling isn't complicated if you follow the right steps. Use your web dashboard, confirm twice, wait for your confirmation email, and monitor for refunds or unexpected charges. If Acuity refuses a refund you're entitled to, your bank and the Commerce Commission have your back under New Zealand consumer law.

Stopee exists to make cancellations transparent and fair. We've helped thousands of consumers cancel unwanted subscriptions without losing money or data, and we're here to help you too. Visit stopee.com if you need additional guidance, have questions about your consumer rights, or want templates for formal complaints to Acuity or your bank.

Your money is yours. Your data is yours. And your right to cancel without friction is non-negotiable. Cancel with confidence, and don't hesitate to escalate if you're treated unfairly.