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Cancel Dojo: Your Complete Guide to Exiting Smoothly
How to cancel Dojo in australia and protect your merchant account
Why merchants cancel Dojo and what this means for you
Dojo is a merchant payments platform operated by Paymentsense Limited, offering card machines, point-of-sale software and payment processing solutions to Australian retailers and hospitality businesses. The service provides flexible hardware options, real-time reporting and next-day settlement promises across tiered subscription plans.
Merchants cancel Dojo for several documented reasons: aggressive renewal pricing, unexpected fee increases after promotional periods expire, discovery of lower-cost alternatives, or service features that no longer match business growth. Others report frustration with retention sales tactics or hardware that no longer suits their operational needs. Whatever your reason, Yafee is here to guide you through the cancellation process with precision and clarity.
Your cancellation experience depends entirely on your contract type, the hardware arrangements you hold, and the timing of your notice. Understanding these variables before you contact Dojo will save you weeks of back-and-forth communication and potential financial disputes.
Understanding your Dojo contract structure before cancellation
Dojo operates two primary contract structures in Australia, each with different cancellation implications.
Rolling 30-day agreements explained
A 30-day rolling contract means you can cancel your subscription with 30 days' written notice. There are no early-exit fees, no minimum commitment penalties, and no lock-in period beyond the initial notice window. This structure gives you maximum flexibility and aligns with consumer-friendly contract law in Australia. Once your 30-day notice period expires, Dojo must cease charging your account.
12-month price-locked contracts and their exit costs
A 12-month price-locked agreement ties you into a fixed fee for 12 months from the date you signed. Cancellation before the 12-month term expires may trigger an early-exit fee or require you to pay the remainder of your contract in full. This fee structure is legal under Australian law provided it was disclosed clearly in your original agreement and complies with the unfair contract terms provisions of the Australian Consumer Law. Before you cancel, retrieve your original invoice or terms document to confirm which structure you hold.
Hardware financing and separate lease obligations
Hardware arrangements operate independently from your software subscription. If you lease a Dojo device on a monthly basis, that lease carries its own cancellation timeline and potential fees separate from your subscription plan. If you purchased hardware outright (pay-once option), no cancellation applies to the device itself. Yafee recommends checking your invoice to identify whether your hardware is leased or owned before you submit your cancellation request.
Australian consumer law protections and your cancellation rights
The Australian Consumer Law, enforced by the ACCC (Australian Competition and Consumer Commission), grants you specific protections when cancelling subscription services.
Your legal position under the australian consumer law
Under the Australian Consumer Law, all consumer contracts must include clear, transparent cancellation terms. If Dojo fails to disclose cancellation costs, notice periods or early-exit fees upfront, you have grounds to dispute those charges with the ACCC. Furthermore, if any contract term is deemed "unfair" under Schedule 2 of the Australian Consumer Law, it may be unenforceable regardless of what Dojo claims. Unfair terms typically include automatic renewal without explicit consent, hidden fees, or disproportionate penalty clauses. Consequently, if Dojo imposes charges that seem excessive or undisclosed, you retain the right to escalate your complaint to the ACCC at no cost to you.
Consumer guarantees and service quality disputes
If you are cancelling because Dojo failed to provide services as promised (for example, the payment processing was unreliable, settlement was delayed beyond the advertised next-day promise, or support was unavailable), you have recourse under the consumer guarantees section of the Australian Consumer Law. These guarantees state that services must be rendered with due care and skill, fit for purpose, and delivered within a reasonable timeframe. If Dojo breached these guarantees, you may be entitled to a refund, credit, or compensation in addition to your cancellation.
Disputing unexpected fees and renewal charges
Merchants frequently report that Dojo increased fees at renewal without adequate notice or consent. Under Australian law, any material price increase must be notified to you in writing at least 20 business days before the increase takes effect, and you must be given the option to cancel without penalty if you reject the new terms. If Dojo charged you an increased fee without this notice period, you have the right to demand a refund of the excess amount. Document all communications requesting a refund, as this creates a clear paper trail for escalation to the ACCC if Dojo refuses.
Cancellation methods and which approach suits your situation
Dojo accepts cancellation via three primary channels in Australia; your choice depends on the urgency of your request and your need for documented proof.
Postal cancellation to dojo's registered office
Sending a written cancellation notice by post to Dojo's registered Australian address creates a formal, dated record of your cancellation request. This method is particularly important if you hold a 12-month locked contract or dispute any fees, as it establishes a clear legal record in case of subsequent disputes. Post your letter to the address listed in the final section of this guide, and allow 5 to 7 business days for delivery plus processing time.
Email cancellation with read receipt confirmation
Many merchants prefer email cancellation for speed and immediate confirmation. If you choose email, send your request to Dojo's merchant support email address and request a read receipt and cancellation confirmation in writing. Email creates a time-stamped record that Australian courts and the ACCC recognise as valid proof of notice. Yafee recommends keeping all email confirmations in a dedicated folder for at least 12 months after cancellation in case disputes arise.
Phone cancellation and the documentation trap
Cancelling by phone is quickest but carries a significant risk: Dojo may not send you a written confirmation, and you will have no proof of the date and time you cancelled. Furthermore, phone representatives may attempt to retain you with offers or discounts before processing your request. If you cancel by phone, immediately send a follow-up email to Dojo confirming the call details (date, time, representative name if provided) and requesting written confirmation of your cancellation date. This protects you if Dojo later claims they never received your cancellation.
Step-by-step cancellation procedure for Dojo in australia
Follow these steps in order to ensure a clean, documented exit from your Dojo account.
Step 1: retrieve and review your contract terms
- Log into your Dojo merchant dashboard or locate your original signup email and invoice.
- Search for the section titled "Cancellation", "Term", or "Termination" in your agreement document.
- Note the notice period required (usually 30 days).
- Identify any early-exit fees or remaining contract value.
- Check whether your hardware is leased or owned.
- Take a screenshot or PDF of the relevant cancellation clause and save it with a date label (e.g., "Dojo_Contract_2025-01.pdf").
- If you cannot locate your original contract, email Dojo support requesting a copy of your current terms and ask them to confirm your cancellation notice period in writing.
Step 2: calculate your notice period and any potential exit costs
- Determine today's date and count forward by your required notice period (30 days is standard).
- If your contract is 30-day rolling, your cancellation becomes effective 30 days after Dojo receives your notice.
- If your contract is 12-month locked, calculate the remaining contract value and note whether Dojo will charge it upfront or waive it.
- If you believe any proposed exit fee is excessive, unfair, or undisclosed, prepare a note explaining your objection before you submit cancellation. You will use this in step 5 if needed.
- Write down your account number, merchant ID, and the email address or phone number associated with your Dojo account. You will need these details in step 3.
Step 3: draft your formal cancellation notice
- Open a word processor and compose a cancellation letter or email using this template structure:
- [Your full name]
- [Your merchant account number or business name]
- [Today's date]
- "I hereby request cancellation of my Dojo merchant account, effective [date 30 days from today]."
- "Please confirm receipt of this notice and the date my account will cease operating."
- "Please confirm the final amount due, if any, and when it will be charged."
- Keep your notice brief and factual. Do not explain your reasons for cancelling or make accusations about service quality in this formal notice; those arguments belong in a separate complaint to the ACCC if needed.
- Save a copy of this letter with the filename "Dojo_Cancellation_Notice_[date].pdf" for your records.
Step 4: submit your cancellation via your chosen channel
- If posting by mail:
- Print your cancellation letter and sign it by hand.
- Insert it into an envelope with your Dojo account details clearly visible on the outside.
- Use registered post (Australia Post "Track & Trace" service) to the Dojo address listed in the final section of this guide.
- Retain the tracking receipt and take a photo of the addressed envelope before you post it.
- Budget 5 to 7 business days for delivery.
- If cancelling by email:
- Compose a new email with your cancellation letter in the body.
- Use a subject line: "Formal Cancellation Request - Dojo Account [Your Account Number]".
- Send to Dojo's primary support email address and request a read receipt and written confirmation.
- Screenshot the sent email with the timestamp visible before you close the compose window.
- If cancelling by phone:
- Immediately follow your phone call with an email replicating step 4 (email method) as documented proof.
Step 5: monitor for confirmation and escalate if needed
- Within 2 business days of your submission, you should receive a written confirmation from Dojo stating:
- The date they received your cancellation notice.
- The date your account will be deactivated (usually 30 days from receipt).
- The final amount due, if any, and the payment date.
- If Dojo does not respond within 3 business days, send a follow-up email: "Re: Confirmation of cancellation notice sent on [date]. Please confirm receipt and provide a cancellation effective date."
- If Dojo attempts to negotiate, retain you with discounts, or disputes your cancellation right, do not engage in discussion. Instead, reply in writing: "My cancellation notice stands. Please confirm the effective cancellation date and any final charges. I expect written confirmation within 2 business days."
- If Dojo refuses cancellation or claims you do not have the right to cancel, escalate immediately to the ACCC (see section below).
Step 6: verify account deactivation and export final records
- On your confirmed cancellation effective date, log into your Dojo dashboard and verify that the account is disabled or marked "Closed".
- Before access is removed, download and save all final transaction reports, settlement statements, and customer data relevant to your business records. These may be required for accounting, tax, or dispute purposes.
- Request a final settlement statement from Dojo confirming all charges, credits, and the final balance due or to be refunded.
- Confirm that no further charges appear on your linked bank account after your deactivation date. Monitor for at least two billing cycles (typically 60 days) to ensure Dojo has not attempted phantom charges after cancellation.
Dojo pricing and plan structures in australia
Understanding your current plan and what you are paying each month helps you decide whether cancellation truly serves your business interests.
Current plan tiers and australian pricing
| Plan name | Monthly cost (AUD) | Key features | Best for |
|---|---|---|---|
| Essential | Free | Basic payments, real-time reporting, email support | Low-volume retailers starting out |
| Plus | ~$24 per location | Pre-authorised payments, bill-splitting, integrations, Sidekick tools | Growing hospitality and retail venues |
| Small business flat fee | ~$81 | Flat-rate processing up to turnover cap, multi-user access | High-volume merchants seeking predictable fees |
| Hardware (purchase) | From ~$159 | Device ownership, no ongoing rental, device support included | Merchants preferring ownership over monthly lease |
| Hardware (monthly lease) | Variable | Low upfront cost, device support, separate cancellation terms | Merchants wanting flexibility and support coverage |
How pricing renewal and fee increases work
Dojo's published pricing in Australian dollars may vary based on promotional offers, bundle discounts, and contract lock-in rates. At renewal, if you are on a 30-day rolling plan, Dojo may propose a price increase; you have 20 business days to accept or reject the new terms. If you reject the increase, you retain the right to cancel without penalty. If you are on a 12-month locked plan, your renewal rate is fixed and cannot change until the 12-month term expires. Nevertheless, merchants frequently report surprise increases at renewal because promotional rates (often 50% off for the first three or six months) expire without prominent warning. Yafee advises checking your Dojo dashboard or requesting a renewal notice 60 days before your contract end date to avoid this common trap.
Refunds, final charges and what to expect after cancellation
Once your cancellation is effective, Dojo will process final charges and any applicable refunds according to your contract and the Australian Consumer Law.
Outstanding transactions and settlement timing
On your cancellation effective date, Dojo will stop accepting new transactions from your account. However, any transactions that were processed before the cancellation date will continue to settle into your nominated bank account according to Dojo's standard settlement schedule (typically next business day). This means you may continue to receive deposits for 1 to 3 business days after your account closes. This is normal and does not mean your cancellation has failed.
Final invoices and exit fees
Within 7 business days of your cancellation effective date, Dojo should issue a final invoice itemising:
- Any prorated charges for the final partial billing period.
- Any early-exit fees (if your contract required them).
- Any hardware lease penalties or device return obligations.
- Any credits owed to you (for example, if you prepaid fees that covered a period after cancellation).
If this final invoice includes charges you believe are incorrect or unfair, you have the right to dispute them in writing within 14 days. Document your objection and send it to Dojo's billing department with a copy to your own records. If Dojo does not respond or refuses to adjust the charge, escalate the dispute to the ACCC.
Refund timelines and how to chase a delayed refund
If your final invoice shows a credit owed to you, Dojo must process the refund within 30 days of the invoice date under standard Australian consumer law. If 30 days pass and you have not received the refund, send Dojo a formal request via email: "I issued a cancellation notice on [date] and received a final invoice dated [date] showing a refund of $[amount] due. This refund has not been received as of [today's date]. Please confirm the refund date within 2 business days or provide a tracking reference." If Dojo does not respond within 5 business days, escalate to the ACCC with copies of your cancellation notice, final invoice, and chasing emails.
Common cancellation mistakes and how to avoid them
Most merchants who face disputes after cancellation made one of these preventable errors; avoiding them now will protect your account and your finances.
Failing to keep written proof of your cancellation request
The single most common mistake is cancelling by phone or casual email without requesting written confirmation. If you later dispute a charge or need to escalate to the ACCC, you will have no dated, documented proof that you cancelled. Always submit your cancellation in writing (post or email with read receipt) and always request a written confirmation from Dojo. Yafee has helped thousands of consumers resolve billing disputes simply because they retained their cancellation paperwork.
Not checking your contract before submitting cancellation
Submitting a cancellation notice without knowing your contract type (rolling or locked) can result in unwanted surprises when Dojo invoices you for an early-exit fee. Spend 10 minutes retrieving and reviewing your original agreement before you contact Dojo. This single step prevents weeks of dispute and potential avoidable charges.
Ignoring final charges after your cancellation effective date
Many merchants assume their account is truly closed once the cancellation effective date passes, then are shocked to see a charge appear weeks or months later. Monitor your bank account for at least 60 days after your confirmed cancellation effective date. If any charge appears after the date Dojo confirmed your account would close, contact Dojo immediately with evidence of your cancellation notice and confirmed effective date. If Dojo cannot explain the charge, demand a refund and escalate to the ACCC if refused.
Cancelling hardware without addressing the subscription separately
Hardware leases and software subscriptions are two separate contracts. Cancelling one does not automatically cancel the other. If you lease a Dojo device, you must explicitly cancel the lease when you cancel your subscription plan. Request confirmation that both your subscription and your hardware lease will terminate on the same date. If you own hardware outright (pay-once purchase), no cancellation applies, but you should still receive a final invoice confirming the subscription closure.
After cancellation: what happens to your data and account access
Cancellation is complete, but several practical steps remain to protect your business continuity and records.
Data export and record retention
After your cancellation is confirmed, Dojo will eventually delete your account data from their systems. Before that happens, download all transaction reports, settlement statements, customer data, and configuration records from your dashboard. These records are essential for tax purposes, accounting reconciliation, and future disputes. Save them as PDF or CSV files on your own secure server or cloud storage with clear date labels. Australian tax law requires you to retain business records for five years, so treat Dojo's data export as a permanent backup, not optional archiving.
Updating your payment processing with a new provider
Before your Dojo account closes, arrange your new payment processor and ensure all customer-facing payment terminals, online checkout links, and recurring billing systems are updated. Coordinate the switchover so that no transaction window is missed. If you operate multiple locations or payment channels (in-store, online, phone), confirm that every channel has been migrated to your new processor before your Dojo cancellation effective date arrives.
Informing customers and managing transition communications
If your business accepts recurring payments or subscriptions through Dojo, inform your customers of the transition well in advance. Communicate your new payment processor and confirm that no service interruption will occur. This is particularly important for hospitality venues and subscription-based retailers, where payment processing disruptions directly affect revenue.
When to escalate your dispute to the ACCC
If Dojo refuses to cancel your account, disputes your cancellation right, or imposes charges you believe are unfair or undisclosed, the ACCC is your formal escalation route.
Documenting your complaint for the ACCC
- Collect all relevant documents:
- Your original Dojo contract or terms and conditions.
- Your cancellation notice (post receipt or email screenshot with timestamp).
- Dojo's confirmation of cancellation (or evidence that they refused to confirm).
- Any invoices or final charges you dispute.
- Screenshots of emails or chat logs showing Dojo's responses (or lack thereof).
- A timeline of key dates (sign-up date, cancellation request date, confirmed effective date, any charge dates after cancellation).
- Write a brief summary of your complaint (one to two paragraphs) explaining:
- What you requested (cancellation).
- What Dojo did or failed to do.
- What harm resulted (unexpected charges, account still active, refund withheld).
- What resolution you are seeking (refund, account closure, compensation).
- Compile all documents into a single PDF or folder with clear file names and dates.
Filing a complaint with the ACCC
Visit the ACCC's official website (www.accc.gov.au) and navigate to the "Report a Complaint" section. Select the category "Online shopping and internet" or "Financial services and credit" depending on your issue. Upload your documents, provide your contact details, and submit your complaint. The ACCC will review your case and may contact Dojo on your behalf to seek resolution. There is no cost to lodge an ACCC complaint, and the process typically takes 4 to 8 weeks. In the meantime, continue monitoring your bank account for unauthorised charges and keep all new communications with Dojo in your complaint file.
Postal address for Dojo cancellation in australia
Use this address for registered mail cancellation of your Dojo merchant account:
Dojo
Level 10, 580 George Street
Sydney NSW 2000
Australia
Alternatively, you may send your cancellation to their second registered office at:
Dojo
Level 1, 233 Canley Vale Road
Canley Heights NSW 2166
Australia
Use Australia Post "Track & Trace" registered mail to either address. Both are monitored by Dojo's administration team and will process your cancellation request. Yafee recommends the George Street address as the primary contact point, as it is Dojo's main Sydney office and processes requests more quickly.
Summary: your complete cancellation checklist
| Task | When to complete | Status |
|---|---|---|
| Review your Dojo contract terms | Before you submit cancellation | ☐ |
| Calculate your notice period and any exit fees | Before you submit cancellation | ☐ |
| Submit your formal cancellation notice by post or email | On your chosen cancellation date | ☐ |
| Request and retain written confirmation from Dojo | Within 3 business days of submission | ☐ |
| Monitor your bank account for final charges | Ongoing for 60 days after effective date | ☐ |
| Download and archive all transaction records from your Dojo dashboard | Before your cancellation effective date | ☐ |
Final guidance and next steps
Cancelling Dojo is straightforward when you follow the documented steps above: retrieve your contract, understand your notice period and any fees, submit a formal written cancellation notice, request confirmation, and monitor for unwanted charges. The Australian Consumer Law protects you at every stage, and the ACCC stands ready to help if Dojo refuses to cooperate.
Yafee specialises in helping merchants navigate subscription cancellations across dozens of providers. By following this guide-starting with your contract review and ending with your final bank account check-you will avoid the most common pitfalls and secure a clean exit from Dojo. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover disputed charges by maintaining clear written records and understanding their legal rights under Australian law. Your cancellation is valid, your rights are protected, and your exit is in your control.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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