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Frequently asked questions
Cancel Dojo: The Right Way to Avoid Fees
How to cancel your Dojo payment terminal without early termination fees
Why you might cancel Dojo and what you need to know first
Dojo is a payment processing service offering card machines, payment terminals, and integrated payment solutions to UK businesses. Whether you are switching to a cheaper payment processor, consolidating your merchant services, or closing your business entirely, cancelling Dojo requires you to understand your contractual obligations and follow the correct procedure. 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. Understanding your rights and the exact steps to take puts you firmly in control. Yafee has helped thousands of business owners cancel payment processing contracts without paying unnecessary penalties. This guide walks you through everything: your contractual terms, cancellation methods, refund eligibility, and what happens after you cancel.
Who needs to cancel Dojo
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. Gather your original merchant agreement before starting, as you will need to reference your specific terms and contract end date.
The importance of correct cancellation
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 merchant 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.
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 method.
Critical action: 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.
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 upon cancellation. Your merchant agreement specifies which equipment belongs to you and what you must return.
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. Before you cancel, clarify the ownership status of every piece of equipment to avoid unexpected charges.
Dojo pricing, early termination fees, and what you will pay
Your Dojo costs break down into upfront equipment charges, ongoing transaction fees, and potential early exit charges if you cancel before your minimum term expires.
Standard Dojo charges
| Charge type | Typical cost | Notes |
|---|---|---|
| Monthly subscription | £10-£50 | Varies by plan and terminal type |
| Transaction fees | 1.2-1.8% | Percentage of card payments processed |
| Equipment lease (monthly) | £5-£15 | If terminal is leased, not owned |
| Early termination fee | Remaining contract value | Charged if you cancel before minimum term ends |
| Equipment return fee | £25-£75 | Charged if equipment is not returned within 14 days |
Calculating your early termination liability
If you cancel before your minimum term expires, Dojo will calculate your exit fee in one of two ways. First, they may multiply the remaining months of your contract by your average monthly processing fees plus subscription charges. Second, they may apply a flat exit fee specified in your merchant agreement. Request a settlement figure from Dojo before you cancel so you know exactly what you owe.
Your legal position and consumer rights
You have legal protections under the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977. These laws protect you from unfair contract terms and require that businesses treat you fairly when you end a service.
Your statutory rights as a consumer or business
Under the Consumer Rights Act 2015, you have the right to cancel a distance contract (including online or phone sign-ups) within 14 days without penalty, provided you have not yet used the service substantially. However, if you signed up for Dojo in person at your business location or if you have already used the service for payment processing, this 14-day cooling-off period may not apply.
For ongoing payment processing contracts, the key protection is that any early termination fee must be a genuine pre-estimate of loss, not a penalty. If Dojo's exit fee is significantly higher than the actual loss they would suffer from your early cancellation, you may challenge it as an unfair term under the Act.
Your legal position: You have the right to cancel your Dojo contract by providing written notice as specified in your merchant agreement. If Dojo refuses to cancel or charges you an unfair exit fee, you can escalate your complaint to the Financial Conduct Authority (FCA), which regulates payment processing services. If the dispute remains unresolved, you may refer the matter to the Financial Ombudsman Service, which investigates complaints about financial services firms at no cost to you.
Challenging unfair contract terms
If your Dojo contract contains terms that are unreasonably restrictive, excessive, or one-sided, you can challenge them. Examples include exit fees that far exceed Dojo's actual loss, automatic renewal clauses buried in small print, or clauses that allow Dojo to change your fees unilaterally without your consent. Document any unfair terms and reference them in your cancellation letter.
How to cancel your Dojo account step by step
Follow this procedure carefully to cancel Dojo without triggering unnecessary fees or disputes.
Step 1: gather your contract documents and check your end date
- Locate your original Dojo merchant agreement and any subsequent contract documents.
- Check the "Contract Term" or "Initial Term" section for your start date and contract length.
- Calculate your contract end date by adding the contract length to your start date.
- Verify whether your contract auto-renews and what notice period applies.
- If you cannot find your contract, request a copy from Dojo by emailing their merchant support team and quoting your merchant ID or account number.
- Dojo must provide this within 14 days of your request under data protection law.
- Calculate the number of days between today and your contract end date.
- If you have fewer than 90 days remaining, submit your cancellation immediately to meet the notice period.
Step 2: request a settlement figure from Dojo
- Contact Dojo's merchant support team in writing (email or letter) and request a formal settlement statement.
- Quote your merchant ID, business name, and account number.
- Ask them to confirm your contract end date, any remaining contract value, and the total amount you would owe if you cancelled today.
- Dojo must respond within 5 working days with a written settlement figure.
- This figure is valid for 14 days, so note the expiry date.
- If the settlement figure is significantly higher than you expected, review your contract to verify the calculation.
- If you dispute the settlement figure, write to Dojo explaining why you believe it is incorrect and reference the relevant contract clause.
- Keep copies of all correspondence.
Step 3: prepare and send your written cancellation notice
- Compose a formal cancellation letter or email to Dojo that includes the following information.
- Your full business name and registered address.
- Your merchant ID and account number.
- The date you wish to cancel (ideally your contract end date to avoid early termination fees).
- A clear statement: "I hereby give notice to cancel my Dojo merchant agreement, effective [date]."
- Reference to the notice period required in your contract and confirmation that you are providing adequate notice.
- Send your cancellation notice by registered post or tracked email to Dojo's merchant services department.
- Request a delivery confirmation or email read receipt.
- Keep a copy of your letter and proof of posting for your records.
- Send your notice at least 30 to 90 days before your intended cancellation date, depending on what your contract requires.
- Check your merchant agreement for the exact notice period, as this varies by plan.
Step 4: confirm cancellation and prepare equipment return
- After 5 working days, contact Dojo to confirm that your cancellation notice has been received and logged.
- Ask for a cancellation reference number in writing.
- Request a written acknowledgement of your cancellation date.
- Clarify which equipment you must return.
- Request a list of all terminals, card readers, and devices associated with your account.
- Confirm whether each item is owned by you or must be returned to Dojo.
- Ask for return instructions and the address to which you should send the equipment.
- Pack all leased or borrowed equipment securely and send it by tracked courier to the address Dojo provides.
- Keep proof of return (tracking number and delivery confirmation).
- Return equipment at least 7 days before your cancellation date to avoid recovery fees.
Step 5: verify cancellation and obtain written confirmation
- On your cancellation date, contact Dojo's customer service to verify that your account has been deactivated.
- Ask them to confirm that no further charges will be applied.
- Request a final written confirmation of cancellation with the date and time.
- Monitor your bank statements for the first 30 days after your cancellation date to ensure that Dojo stops charging you.
- If you are charged after your cancellation date, report this immediately to Dojo and escalate if necessary.
- Keep all cancellation documentation, receipts, and correspondence for a minimum of 6 years in case of dispute.
- These records protect you if Dojo later attempts to claim you still owe money.
Refunds and payment adjustments after cancellation
After you cancel Dojo, you may be eligible for refunds or credits depending on how your billing cycle aligns with your cancellation date.
What refunds you may receive
If you have paid for a service month in advance and your cancellation date falls partway through that month, Dojo should refund you on a pro-rata basis for the unused days. For example, if you paid £30 for a full month and cancelled 10 days into the month, you are entitled to a refund of approximately £20 for the remaining 20 days.
Request a pro-rata refund calculation in writing and allow Dojo 14 days to process it. If Dojo refuses to refund you, escalate your complaint to Yafee or a consumer dispute service, as this is a fair and legally expected practice under consumer law.
Settlement of final charges
Before your cancellation date, Dojo will calculate your final balance, including any remaining early termination fees, transaction fees, and subscription charges through your cancellation date. They will deduct this from any pending credits and issue a final invoice or collect the remaining amount via your registered payment method.
Review your final invoice carefully and query any line items that seem incorrect. If you dispute the amount, write to Dojo within 14 days with a detailed explanation of why you believe the charge is wrong.
Common mistakes to avoid when cancelling Dojo
Cancelling a payment processing contract is straightforward if you follow the correct steps, but small errors can result in unexpected charges or failed cancellations.
Missing your notice deadline
The most frequent mistake is failing to submit your cancellation notice by the deadline specified in your contract. If your notice period is 90 days and you submit it just 70 days before your contract end date, your cancellation may not be processed, and your contract will auto-renew. Calendar alerts, reminders from Yafee, or a conversation with your accountant can help you stay on track.
Cancelling verbally or informally
Dojo will not honour a cancellation unless you provide written notice. Verbal requests, text messages, or informal emails may not be logged as official cancellation requests. Always send your cancellation by registered post or email with a read receipt, and keep proof of delivery.
Failing to return equipment on time
If you do not return leased equipment within 14 days of your cancellation date, Dojo will charge you a recovery fee or continue billing you monthly for the device. Pack and post all equipment immediately after you receive your cancellation confirmation, and keep your tracking number as proof.
Not requesting a settlement figure upfront
Cancelling without knowing your total liability can result in unexpected bills appearing on your statement weeks later. Always request a written settlement figure from Dojo before you formally cancel, so you know exactly what you owe.
What happens after your Dojo cancellation
Once your cancellation is confirmed, you will need to arrange an alternative payment processing solution and update your customers if necessary.
Switching to a new payment processor
Before your Dojo cancellation takes effect, set up your new payment terminal or processing system with your chosen provider. This ensures there is no gap in your ability to accept card payments. Most new processors can go live within 5 to 10 working days of you signing up, so plan your switch accordingly.
Updating customer information
If your customers make payments directly via your Dojo terminal or online payment link, update them with your new payment details and methods. Send an email or notice explaining the change and confirm that their data is secure with your new provider.
Monitoring for post-cancellation charges
Check your bank statements weekly for 60 days after your cancellation to ensure Dojo has stopped charging you. If unexpected charges appear, report them to your bank immediately and provide them with a copy of your cancellation confirmation from Dojo. You may be able to recover unwanted charges via a chargeback claim.
Cancellation address and escalation contacts
Use the following address to send your formal written cancellation notice to Dojo.
Dojo merchant services contact details
Send your cancellation letter or a copy of your email confirmation to:
Dojo Merchant Services
Companies House Cardiff
(Check the official Dojo website or your merchant agreement for the current registered office address, as this may change.)
Alternatively, email your cancellation notice to Dojo's merchant support team at the email address listed in your merchant agreement or on your account dashboard. Request a read receipt and keep a copy of the email for your records.
If Dojo refuses to cancel or disputes your request
If Dojo refuses to honour your cancellation, charges you an unfair early termination fee, or fails to respond to your cancellation notice within 14 days, escalate your complaint through these official channels:
- Financial Conduct Authority (FCA): File a complaint online at www.fca.org.uk or write to the FCA at 12 Endeavour Square, London E20 1JN. The FCA regulates payment processing services and can investigate complaints about unfair contract terms and poor customer service.
- Financial Ombudsman Service: If the FCA investigation does not resolve your dispute, you can refer the matter to the Financial Ombudsman Service at www.financial-ombudsman.org.uk. This service is free and independent.
- Small Claims Court: If your dispute involves a refund or disputed charge of less than £10,000, you can file a small claims case at your local county court without needing a solicitor. Courts often side with consumers when contract terms are unfair or cancellation procedures have been breached.
Documentation to keep for escalation
Before you escalate any complaint, gather and retain the following documents:
- Your original Dojo merchant agreement and any amendments.
- Written cancellation notice and proof of delivery (tracking number or email read receipt).
- All correspondence from Dojo, including settlement figures and cancellation confirmations.
- Bank statements showing charges and the dates they were applied.
- Screenshots or printouts of your account dashboard if it shows contract terms or billing information.
Key checklist before you cancel Dojo
Use this checklist to ensure you complete every step correctly and avoid costly mistakes.
| Task | Deadline | Completed? |
|---|---|---|
| Locate your Dojo merchant agreement | Before you start | [ ] |
| Identify your contract end date and notice period | Before you start | [ ] |
| Request a written settlement figure from Dojo | 90 days before your preferred cancellation date | [ ] |
| Submit written cancellation notice to Dojo | 30-90 days before your cancellation date (as per your contract) | [ ] |
| Arrange return of all leased equipment | Within 14 days of receiving cancellation confirmation | [ ] |
| Verify cancellation and obtain written confirmation | On your cancellation date | [ ] |
| Monitor bank statements for unwanted charges | First 60 days after cancellation | [ ] |
When to keep your Dojo contract versus when to cancel
Before you cancel, weigh the cost of staying versus exiting to make the best decision for your business.
| Reason to keep Dojo | Reason to cancel Dojo |
|---|---|
| Your contract is ending or within 60 days of renewal (no early exit fee) | You have found a processor with significantly lower fees (calculate break-even point) |
| Your early termination fee is very high and you have only a few months left on your contract | Your business is closing or relocating and you no longer need the service |
| Your business processes high volumes and Dojo offers volume discounts | Dojo has poor customer service or frequent system downtime |
| You signed up recently and can still use the 14-day cooling-off period (if applicable) | You are being charged unfairly or your contract terms are unreasonable |
Reviews and feedback from business owners
Dojo holds a 4.5 out of 5 star rating from UK business owners. Most users praise the terminal's ease of use and the company's customer support team. However, some business owners report frustration with early termination fees, difficulty cancelling their contracts, and surprise charges appearing after cancellation. These issues underscore the importance of following the correct cancellation procedure and keeping detailed records.
If you have cancelled Dojo successfully or encountered problems, your feedback helps other business owners navigate the process. Yafee encourages you to share your experience and contribute to real-world reviews on independent business service platforms.
Summary and next steps
Cancelling Dojo is entirely possible without paying unnecessary early termination fees, provided you understand your contract terms and follow the correct legal procedure. Your rights are protected under the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977. Submit your written cancellation notice 30 to 90 days before your preferred cancellation date, request a settlement figure upfront, return all leased equipment within 14 days, and verify that all charges have stopped.
If Dojo refuses to cancel or charges you unfairly, escalate your complaint to the Financial Conduct Authority or the Financial Ombudsman Service. Yafee has helped thousands of business owners successfully cancel payment processing contracts, recover unfair charges, and transition smoothly to new providers. Follow this guide, keep all documentation, and you will avoid the pitfalls that trap many business owners into unwanted renewals and unexpected fees.
Contact Yafee today for personalised advice on your Dojo contract or to review your cancellation strategy before you submit your notice. Your business deserves a payment processor that meets your needs and respects your rights.
Important warning
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