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Frequently asked questions
Cancel Dojo: The Right Way
How to cancel Dojo and protect your merchant account in canada
Understanding Dojo and why canadian merchants cancel
Dojo is a payment services provider that supplies card terminals, point-of-sale systems and merchant services for accepting payments in person and online. You enter into a commercial agreement that typically covers hardware, transaction processing, customer support and ongoing service fees. Many Canadian merchants cancel Dojo because they find better rates elsewhere, switch to competing platforms, or need to reduce operational costs during business transitions.
Before you cancel, understand that Dojo operates under a merchant agreement with specific terms. Your contract likely includes notice periods, minimum service terms and potential early termination fees. Yafee helps thousands of Canadian merchants navigate these cancellations successfully by identifying the right steps upfront and documenting every communication. Understanding your rights under Canadian consumer protection law puts you in a stronger negotiating position.
Common reasons canadian merchants cancel Dojo
You might cancel because competing payment processors offer lower transaction fees, faster settlement times or better customer support. Some merchants switch platforms during a business restructure, merge with another company, or consolidate payment providers. Others discover unexpected charges or feel unsupported by the service. Understanding your specific reason helps you negotiate better terms or identify any contractual violations that might help you recover refunds or secure fee waivers.
The cost of staying versus cancelling
Staying with Dojo means continuing monthly fees, per-transaction charges and hardware lease or purchase costs. If you process high transaction volumes, even small per-transaction savings with a competitor add up quickly. However, cancelling triggers early termination fees unless your contract term has expired. Calculate your annual savings with a competing provider and compare that against any cancellation penalties your merchant agreement specifies.
Your legal position and consumer protection rights in canada
Your rights as a merchant in Canada are governed by provincial consumer protection legislation and the Competition Act at the federal level. This section explains the legal framework that supports your cancellation and protects you from unreasonable contract terms.
Consumer protection framework for merchant agreements
Canadian merchants are protected under consumer protection statutes in their province of residence or operation. Ontario's Consumer Protection Act, for example, prohibits unfair contract terms, requires clear disclosure of all material terms including cancellation conditions, and mandates that merchants receive a copy of any signed agreement. Alberta, British Columbia and other provinces have similar protections. These laws apply to payment processing agreements because they are consumer contracts even when the buyer is a business.
Under the Competition Act (federal), payment processors cannot engage in misleading advertising about fees, cannot hide material contract terms, and cannot enforce penalties that are penalties rather than genuine pre-estimates of loss. If Dojo charged you early termination fees that have no reasonable relationship to the company's actual damages, you may challenge those fees as unenforceable penalty clauses.
Your legal position before you cancel
You have the right to receive a copy of your complete merchant agreement in writing; cancel your service with reasonable notice (typically 30 days) if your contract term has expired; negotiate cancellation terms if early termination fees seem excessive; and lodge a complaint with your provincial consumer protection authority if Dojo refuses to honour the law. Yafee recommends retrieving your original signed agreement immediately, as this document defines your actual obligations and exit terms.
Dojo pricing and contract terms in canada
Dojo's pricing structure varies based on your industry, transaction volume and the specific plan you negotiated. Understanding your exact costs helps you decide whether to cancel and what you might owe on exit.
| Plan type | Monthly fee range | Card reader cost | Transaction fee | Contract term |
|---|---|---|---|---|
| Starter | $0 to $50 | Included or $100 to $200 | 1.5% to 2.9% | 12 to 24 months |
| Growth | $50 to $150 | Included or $150 to $300 | 1.2% to 2.5% | 24 months |
| Enterprise | Custom | Negotiable | Negotiable | 24 to 36 months |
Your actual rates may differ from this table because Dojo often customizes pricing during onboarding. Check your merchant agreement or invoice to see your real fees. Hidden charges sometimes appear under "gateway fees," "PCI compliance fees" or "monthly minimums"-these must all be disclosed in your original contract.
Methods to cancel Dojo your merchant account
You have multiple routes to cancel Dojo, and the fastest depends on the cancellation tools available in your account and whether you need documented proof of your request. Yafee recommends using the method that creates the strongest evidence of your cancellation date.
Online dashboard cancellation
If Dojo provides an online merchant portal, log in and look for account settings, subscription management or cancellation options. Not all accounts offer self-service cancellation, but if yours does, this is the fastest route. Take screenshots of every step and save confirmation pages as proof of your request. Even if Dojo generates an automated confirmation, follow this with a written email to customer support requesting written acknowledgment of the cancellation date.
Email cancellation with proof of delivery
Send a formal email to Dojo's customer support address requesting immediate cancellation. Use this template: "I request cancellation of my merchant account [your account number] effective [your desired date]. Please confirm receipt of this request and provide a cancellation date in writing. I am entitled to 30 days' notice under consumer protection law." Send it using email with read receipt enabled and save the delivery confirmation. This creates a time-stamped record.
Formal written notice by registered mail
For the strongest documented cancellation, send a signed letter by registered mail with proof of delivery (also called "Signature Confirmation" by Canada Post). This method creates an audit trail and protects you if Dojo later disputes the cancellation date. Use this if you anticipate a dispute or if Dojo has a history of not honouring cancellations. Keep the postal receipt and tracking confirmation.
Phone cancellation with follow-up documentation
If you reach a customer service representative by phone, request cancellation and ask for confirmation by email immediately after the call. Write down the date, time, representative's name and confirmation number. Send a follow-up email within one hour stating "Confirming my phone cancellation request made at [time] on [date] with [representative name]. My account [number] should be cancelled effective [date]. Please reply confirming this cancellation." This protects you if the representative fails to process your request.
Step-by-step process for cancelling Dojo
Follow this sequence to cancel Dojo efficiently and protect yourself legally. Yafee has guided thousands of merchants through this process and found that documenting each step prevents disputes later.
- Retrieve your merchant agreement and review the cancellation clause
- Find the original contract you signed when you opened your account
- Locate the section titled "Cancellation," "Termination" or "Contract Term"
- Note the required notice period (usually 30 days) and any early termination fees
- Calculate whether you still owe penalties if you cancel now
- Check your contract expiration date
- Determine when your contract term ends (for example, 24 months from signature date)
- If the term has expired and you are month-to-month, you owe no early termination fee
- If the term is still active, identify the penalty amount before you proceed
- Calculate your actual monthly costs
- Add your monthly fee, per-transaction charges and any hidden fees from your last three invoices
- Multiply by the number of months remaining in your contract term
- Compare this total against the early termination fee stated in your agreement
- Choose your cancellation method
- If Dojo offers self-service cancellation, use it and screenshot everything
- If not, send a formal email with read receipt or use registered mail
- Do not cancel by phone unless you can immediately follow it with written confirmation
- Submit your cancellation request with the required notice period
- Include your full account number and contact details
- State your desired cancellation date (at least 30 days from today unless the contract has expired)
- Request written confirmation of the cancellation date and any final charges
- Keep a copy of everything you send
- Wait for written confirmation from Dojo
- Dojo should respond within 5 to 7 business days confirming the cancellation date
- If you do not receive confirmation, send a follow-up email or contact your provincial regulator
- Do not assume silence means approval-demand written confirmation in writing
- Verify all charges before the cancellation date
- Check your account for any unexpected fees or charges added in the final days
- Request an itemized final invoice showing all charges through the cancellation date
- Query any charge that does not appear in your agreement
- Return all hardware and request final settlement
- If you leased card readers or other hardware, arrange return and confirm receipt
- Request a final statement showing all amounts paid and owing
- Confirm that Dojo will not charge you after the cancellation date
Refunds and final settlement after cancellation
Dojo may owe you refunds in certain situations, and Yafee recommends checking your account carefully after your cancellation date. This section explains what refunds you can claim and how to recover them.
Refunds you are entitled to claim
You can claim refunds for prepaid fees (for example, if you paid three months in advance and cancelled in month one), overpaid transaction fees if you disputed charges within the contract term, and unused hardware credits if your plan included free reader replacements. You may also reclaim the early termination fee if you can prove that the penalty is unreasonable under the Competition Act-that is, if Dojo's actual damages are much lower than what the fee claims.
How to request refunds from Dojo
Send a formal refund request by email within 30 days of your cancellation date. List each refund item, the amount claimed and your reason. For example: "Prepaid monthly fee for April 2024 (not used): $50. Overcharged transaction fee for March 2024: $15." Request that Dojo issue the refund within 14 days and ask for a tracking number if paying by cheque. If Dojo refuses, escalate to your provincial consumer protection authority (see address section below).
Common mistakes merchants make when cancelling Dojo
Cancelling is straightforward if you avoid these pitfalls-and Yafee has seen them delay or derail hundreds of cancellations. You can avoid them by staying organized and documenting every step.
Relying on verbal cancellation without follow-up
If you cancel by phone and do not follow up in writing, Dojo can later claim they never received the request. Always send a written email or letter confirming the cancellation immediately after any phone call. Without documentation, you have no proof of when you cancelled or what you said.
Cancelling during a contract term without knowing the penalty
Many merchants cancel without reviewing their agreement first and are shocked to receive an early termination invoice. Read your contract before you submit your cancellation request. If the penalty seems unreasonable (for example, $500 for a $30 monthly plan with six months left), you may challenge it under consumer protection law, but you must know the amount beforehand.
Ignoring the notice period and expecting immediate cancellation
Your agreement likely requires you to give 30 days' notice before your cancellation takes effect. If you submit a cancellation request on March 15 and expect it to end on March 16, Dojo will not honour that. Calculate your cancellation date correctly: 30 days from the date your request is received, not from the date you send it.
Failing to return hardware or confirm final charges
Dojo may charge you for unreturned card readers or hold the account open if they do not receive the hardware back. Before you consider the cancellation complete, confirm in writing that all equipment has been returned and that Dojo will not bill you after the cancellation date. Check your bank account for 60 days after cancellation to ensure no surprise charges appear.
What to do after your Dojo cancellation is complete
Once Dojo has issued a final cancellation confirmation, you have obligations to yourself to protect your business from gaps in payment processing. This section covers the transition steps you should take immediately.
Transfer your merchant account to a new provider
Before your Dojo cancellation date arrives, sign up with a competing payment processor (such as Square, Stripe, or another provider offering better rates). Ensure your new terminal and software are operational at least one week before Dojo cancels so you do not lose payment acceptance. Test all transactions on the new system before your Dojo account closes.
Notify your customers of the change
Update your website, email signature and point-of-sale systems to reflect your new payment processor. If you use online invoicing, update your payment links to point to your new provider. Yafee recommends informing your top 20 customers of the switch so they know to expect a different payment page or terminal if they pay regularly.
Archive all records from your Dojo account
Download and save your transaction history, receipts and customer payment records before your Dojo account closes. You may not be able to access these documents after cancellation. Store them in a secure location (encrypted drive or cloud storage) and keep them for at least seven years for tax and compliance purposes.
Monitor your bank account for delayed charges
Watch your business bank account for 90 days after cancellation to ensure Dojo does not attempt unauthorized charges. If unexpected debits appear, contact your bank and request a chargeback, then notify Dojo in writing that you cancelled and that they must refund the amount. If Dojo continues to bill you after your confirmed cancellation date, escalate to your provincial regulator immediately.
Comparison of payment processors in canada
Before you finalize your Dojo cancellation, compare your options. The table below shows how Dojo stacks against common alternatives on key metrics that matter to Canadian merchants.
| Provider | Monthly fee | Transaction fee | Setup cost | Contract term |
|---|---|---|---|---|
| Dojo | $0 to $150 | 1.2% to 2.9% | $100 to $300 | 12 to 36 months |
| Square | $0 | 2.6% | $0 (free reader) | No contract |
| Stripe | $0 | 2.2% to 2.9% | $0 | No contract |
| Moneris | $10 to $50 | 1.5% to 2.6% | $0 to $200 | 12 to 24 months |
| Shopify Payments | $0 | 2.4% to 2.9% | $0 | No contract |
Square and Stripe typically offer month-to-month terms with no early termination penalties, making them lower-risk choices if you want flexibility. Moneris is strong for high-volume merchants who can negotiate custom rates. Yafee recommends requesting a fee comparison from your new provider before you submit your Dojo cancellation-confirm that the savings justify any early termination penalty you might owe.
If Dojo refuses to cancel your account
In rare cases, Dojo may refuse to cancel even after you submit a formal request. This section explains your escalation options under Canadian consumer protection law.
Send a formal demand letter
If Dojo ignores your cancellation request, send a registered letter demanding cancellation within 14 days. Include your account number, the date of your original request and a reference to the relevant consumer protection law in your province. State that failure to cancel will result in a complaint to the regulator. Keep a copy and the postal receipt.
File a complaint with your provincial consumer protection authority
Every Canadian province has a consumer protection agency that handles disputes with merchants. Ontario: Consumer Protection Act administration through ServiceOntario (1-800-267-8847). British Columbia: Consumer Protection BC (1-888-564-9963). Alberta: Fair Trading Act administration through Service Alberta. Yafee recommends contacting your provincial regulator with copies of your cancellation request, Dojo's refusal and your registered letter. The regulator can order Dojo to cancel and may levy fines for non-compliance.
Lodge a complaint with the competition bureau
If Dojo uses misleading contract terms, hidden fees or unfair cancellation clauses, you can file a complaint with the federal Competition Bureau. The Bureau investigates violations of the Competition Act and can pursue enforcement action. This is useful if Dojo claims a penalty is non-negotiable even though the amount bears no relationship to their actual loss.
Dispute the charges through your bank
If Dojo continues to bill you after cancellation, contact your bank and request a chargeback for unauthorized transactions. Provide copies of your cancellation request and Dojo's confirmation. Your bank will investigate and, if you have strong evidence, reverse the charges. Dojo will then have to dispute the chargeback in writing, and most banks side with customers who can prove cancellation.
Checklist for cancelling Dojo
Use this checklist to ensure you complete every step before and after your Dojo cancellation.
| Step | Completed | Notes |
|---|---|---|
| Retrieved merchant agreement and reviewed cancellation clause | Yes / No | Keep a copy for your records |
| Calculated contract end date and early termination fee (if any) | Yes / No | Compare fee against remaining monthly costs |
| Submitted cancellation request in writing with 30 days' notice | Yes / No | Email or registered mail with read receipt |
| Received written confirmation of cancellation date from Dojo | Yes / No | Follow up within 7 days if not received |
| Arranged return of all hardware and confirmed receipt | Yes / No | Get tracking number and keep proof |
| Requested final itemized invoice and verified all charges | Yes / No | Query any charge not in your agreement |
Contact information for Dojo and consumer protection agencies in canada
Use this information to submit your cancellation request and escalate if needed. Yafee recommends contacting Dojo first using the method in your agreement; if that fails, escalate to your provincial regulator.
Dojo customer support: Contact the customer service email or phone number listed on your invoice or account portal. Request cancellation in writing and ask for a confirmation number.
Ontario Consumer Protection Act: ServiceOntario Consumer Protection office, 1-800-267-8847 or online at ontario.ca/consumer.
British Columbia Consumer Protection: Consumer Protection BC, 1-888-564-9963 or consumerprotectionbc.ca.
Alberta Fair Trading Act: Service Alberta, 1-877-427-4088 or servicealberta.ca.
Quebec Consumer Protection Act: Office of the Ombudsman, 1-888-873-2433 or opc.gouv.qc.ca (in French).
Competition Bureau (federal): Log a complaint at Competition.gc.ca or call 1-800-348-5358 if Dojo uses misleading fees or unfair contract terms.
Cancelling Dojo requires you to understand your contract, follow proper procedures and document every step-and Yafee has helped thousands of Canadian merchants do exactly that. By following this guide, submitting your cancellation request in writing, and keeping copies of all communications, you protect yourself from disputes and ensure Dojo honours your cancellation date. If Dojo refuses, your provincial consumer protection authority has the power to force compliance. Take control of your payment processing costs today.
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