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Frequently asked questions
Cancel Acuity Scheduling: The Right Way
How to cancel Acuity Scheduling in malaysia and avoid surprise charges
What is Acuity Scheduling and why you might want to cancel
Acuity Scheduling is a cloud-based appointment booking and scheduling platform designed for service-led businesses such as salons, clinics, coaching practices, and consulting firms. The platform automates online booking, sends appointment reminders, manages staff availability, and processes online payments from a single dashboard. As of 2026, Acuity became part of Squarespace, and cancellation support is now handled through official Acuity channels.
What you are paying for with Acuity
Acuity Scheduling operates as a Software as a Service (SaaS) subscription, meaning you pay a recurring monthly or annual fee to maintain access. You are not buying the software outright; you are renting access to the platform and its features. If you do not cancel before your next billing cycle, Acuity automatically charges your payment method again for the next subscription period.
The service includes unlimited appointment slots, branded booking pages, client reminders via email, online payment processing via Stripe or Square, staff management tools, and integrations with apps such as Zoom and Google Calendar. Higher-tier plans add text message reminders, group class scheduling, client subscription packages, and support for multiple time zones. For Malaysian users serving clients across Southeast Asia, time zone configuration is important before you decide to cancel, as poor setup can disrupt appointment scheduling.
Why malaysian users often struggle to cancel
Acuity does not publish Malaysia-specific cancellation contact details or address. The official support window is Monday to Friday, 9:00 AM to 5:00 PM EST (Eastern Standard Time), which translates to 10:00 PM to 6:00 AM Malaysia Standard Time the same day. This time difference creates a real barrier if you need live support. Furthermore, the cancellation process is not clearly signposted in the account settings for first-time users, and many Malaysian customers report confusion about when charges will stop after they cancel. Yafee has helped thousands of Acuity users across Malaysia clarify this exact issue.
Acuity Scheduling pricing and annual cost in malaysia
Understanding what you are currently paying helps you decide whether cancellation makes sense or whether you can negotiate a downgrade instead.
| Plan name | Approximate annual cost (MYR) | Billing frequency | Core features |
|---|---|---|---|
| Emerging | RM 72.00 | Annual | Unlimited appointments, 1 staff member, basic reminders |
| Growing | RM 120.00 | Annual | Multiple staff, classes, packages, text reminders |
| Powerhouse | RM 216.00 | Annual | Advanced features, priority support, custom integrations |
| Calendly (alternative) | RM 47.00 per month | Monthly | Simple scheduling, calendar sync, basic reminders |
| Setmore (alternative) | RM 118.00 per month | Monthly | Team scheduling, SMS reminders, online payments |
If you are looking at alternatives, Calendly and Setmore both offer month-to-month billing, which gives you flexibility if your business changes. The true cost of staying with Acuity depends not only on the plan tier but also on your renewal date. If you cancel three months into an annual contract, you may still have nine months of charges ahead.
Your legal position under malaysian consumer protection law
When you cancel a SaaS subscription in Malaysia, your rights are governed by the Consumer Protection Act 1999 (Act 599) and the Consumer Protection (E-Commerce) Regulations 2012. These laws protect you against unfair contract terms and require businesses to honour cancellation requests promptly.
What the law says about your cancellation rights
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (which includes online SaaS agreements) within 14 calendar days of entering into the contract or receiving written confirmation, whichever is later. However, this 14-day cooling-off period applies only to new subscriptions; it does not apply if you are already well into an active subscription period.
Consequently, if you signed up for Acuity more than 14 days ago, your statutory cooling-off period has expired. You can still cancel at any time under the terms of the contract itself, but Acuity's own terms of service (rather than consumer law) will govern whether you receive a refund and when charges stop.
Your legal position: You have the statutory right to cancel any SaaS subscription at any time by written notice to the provider. Acuity must acknowledge your cancellation and cease billing within a reasonable time (normally within the next billing cycle). If Acuity charges you after you have sent a valid cancellation request, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) or pursue the matter through small claims court if the amount is below RM 5,000.
How to escalate if Acuity refuses to cancel
If you submit a cancellation request and Acuity continues to charge you, or if your cancellation is not acknowledged within 7 days, you have a formal escalation path. Write to the Ministry of Domestic Trade and Consumer Affairs (MDTCA) with a copy of your cancellation request, a screenshot of your billing history showing the unwanted charge, and proof that Acuity did not respond. The MDTCA will investigate for free and can compel Acuity to refund improper charges.
How to cancel Acuity Scheduling step by step
Acuity Scheduling allows you to cancel entirely through your online account without needing to telephone support or send a postal letter. Follow these steps to cancel immediately and avoid surprise charges.
Before you cancel: what you must do first
The most common mistake is clicking cancel without preparing your data first. Once you cancel, you lose access to your account and cannot export anything. Start here.
- Log into your Acuity Scheduling account using your email and password.
- Go to https://acuityscheduling.com and click "Log in" at the top right.
- If you have forgotten your password, click "Forgot password?" and follow the reset email.
- Navigate to your billing or account settings page and screenshot your current plan name, renewal date, and any active discounts.
- Click your profile icon (top right corner) and select "Settings".
- Select "Billing" or "Subscription" from the left menu.
- Take a full-screen screenshot showing the plan tier, next billing date, and current annual or monthly price.
- Export all client records, appointment history, and staff schedules before proceeding.
- In the main dashboard, locate "Reports" or "Export" options (usually under "Settings" or "Integrations").
- Export appointments as a CSV or PDF file; download it to your computer.
- Export your client contact list and payment history separately.
- Save all files to a folder on your computer labelled "Acuity Backup".
- Save copies of all invoices and payment receipts you have received by email.
- Search your email inbox for messages from "[email protected]" or "[email protected]".
- Download or forward these to a dedicated folder for your records.
Cancel your Acuity account through the billing panel
Once your data is safe, proceed to cancel. This step takes two minutes and triggers immediate cancellation.
- Return to your Settings menu and select "Billing" or "Subscription".
- Look for a button labelled "Cancel subscription", "Downgrade", or "Manage plan".
- If you do not see it immediately, scroll down the page; it is usually at the bottom of the billing section.
- Click the cancellation or downgrade button.
- You may be offered a discount or a downgrade to a cheaper plan as a retention offer.
- If you are sure you want to cancel entirely, ignore these offers and continue.
- Select your reason for cancellation from the dropdown menu (optional).
- Acuity may ask why you are leaving so they can improve the service.
- You can skip this step if you prefer not to provide feedback.
- Click "Confirm cancellation" or "Cancel subscription" to finalise your request.
- A confirmation page will appear immediately.
- Take a screenshot of this confirmation page as proof of your cancellation.
- Check your email for a cancellation confirmation message from Acuity within 24 hours.
- Look for an email from "[email protected]" or "[email protected]".
- If you do not receive a confirmation email within 24 hours, log back in and verify your subscription status.
If you subscribed via apple app store or google play
If you set up Acuity through the mobile app and your subscription is billed through Apple or Google rather than directly by Acuity, you must cancel through that platform instead. Cancelling in the Acuity account settings alone will not stop App Store or Google Play charges.
- For Apple App Store (iPhone or iPad):
- Open the Settings app on your iOS device.
- Tap your name at the top, then "Subscription".
- Find "Acuity Scheduling" in the list and tap it.
- Tap "Cancel subscription" and confirm the cancellation.
- For Google Play (Android):
- Open the Google Play Store app on your Android device.
- Tap your profile icon (top right), then "Payments and subscriptions".
- Select "Subscriptions" and find "Acuity Scheduling".
- Tap "Cancel subscription" and follow the prompts to confirm.
- Allow up to two billing cycles for the charge to stop completely, as app store systems can delay synchronisation with merchant systems.
What happens after you cancel
Cancellation is not always instantaneous in terms of access and billing. Understand what you can and cannot do in the days and weeks after you submit your cancellation request.
Access and data after cancellation
Once you cancel, you lose access to your Acuity account immediately. Your booking page will no longer be available to clients, and you cannot log in to edit appointments or client records. For this reason, exporting your data before cancellation is non-negotiable. If you exported your data properly before cancelling, you will have all the information you need to move to a competing platform or keep records in a spreadsheet.
When charges will stop
If you cancel on the 15th of a month and your subscription renews on the 20th of each month, you will not be charged again on the 20th. Acuity processes cancellations effective immediately. However, if you had already been charged for the next period before you cancelled, Acuity may not refund that charge unless you initiated the cancellation before the billing date. Therefore, the timing of your cancellation relative to your renewal date matters significantly.
Refund eligibility and how to claim
Refunds for SaaS subscriptions in Malaysia are not automatic. Acuity's refund policy depends on when you cancelled relative to your most recent charge and whether you have activated key features of your plan.
When you are eligible for a refund
You may be eligible for a partial or full refund in these scenarios:
- You cancelled within 14 days of signing up and before your first billing cycle (statutory cooling-off period).
- You were charged twice due to a system error or duplicate transaction; in this case, the second charge should be refunded within 30 days of your request.
- Your cancellation request was submitted before your renewal date, but Acuity charged you anyway; this charge should be reversed and refunded.
- You are within the Malaysian statutory cooling-off period and you did not substantially use the service.
How to request a refund
Acuity does not offer automatic refunds for cancellations outside the 14-day cooling-off period. If you believe you are entitled to a refund, you must request it explicitly.
- Gather proof of your cancellation and the charge in question.
- Screenshot of your cancellation confirmation from Acuity.
- Screenshot of the charge on your bank or credit card statement.
- The invoice email from Acuity for that charge.
- Contact Acuity support via email or through the help centre with your refund request.
- Email: Write to [email protected] with the subject "Refund Request: [Your Account Email]".
- Include all attachments and explain why you believe the charge should not have occurred.
- Allow up to 14 days for a response. Acuity support staff are based in the United States and may take longer during weekends and US holidays.
- If Acuity denies your refund request but you believe you are entitled to one under Malaysian consumer law, escalate to the Ministry of Domestic Trade and Consumer Affairs with a copy of your email exchange.
Common mistakes when cancelling Acuity
You are not alone if you have stumbled on any of these pitfalls; Yafee has guided hundreds of Malaysian users through each of these issues.
Not exporting data before cancelling
Once your subscription ends, you cannot log back in to recover client records, appointment history, or staff schedules. The most common regret is losing a client contact list that you had never backed up. Export everything to a CSV file or PDF before you press the cancel button. Do this even if you think you will not need the data; you almost certainly will.
Cancelling but continuing to use integrations
If you use Acuity's integrations with Zoom, Stripe, Google Calendar, or other third-party apps, cancelling Acuity does not automatically disconnect those integrations. Your calendar appointments may continue to sync, or payment processing may continue if you have not removed API keys. Log into your connected apps and revoke Acuity's access before you cancel to prevent data leakage or unexpected charges from connected services.
Assuming your cancellation is complete without confirmation
Acuity's confirmation page appears immediately, but the official confirmation email can take up to 24 hours. Many users assume they have cancelled when they see the page, but the email is the real proof. If a charge appears on your next billing date and you have no email confirmation, it will be harder to dispute. Keep that email.
Cancelling via app only without cancelling at the web account level
If you use the Acuity mobile app and cancel through the app, but your subscription is billed through Apple or Google, you must also cancel your app store subscription separately. Cancelling through one channel alone does not automatically cancel the other. Check both your Acuity web account and your device's subscription settings to be sure.
When to cancel versus when to downgrade instead
Full cancellation is not always the right choice. In some situations, downgrading to a cheaper plan keeps your booking page active and preserves your client data without wasting a paid subscription.
| Situation | Better option | Why |
|---|---|---|
| You are taking a career break or parental leave but plan to return to your business in 6 months. | Downgrade to the cheapest tier (Emerging at ~RM 6/month). | Your booking page stays live and clients can reschedule appointments independently; you do not lose your custom domain or client list. |
| You have moved your business online and no longer need appointment scheduling. | Cancel entirely. | You have no use for the platform; export your data and move to a platform that fits your new model. |
| You are unhappy with features but might try a different plan tier. | Downgrade first, test the tier below, then cancel if it still does not fit. | You can always cancel later; staying subscribed at a lower cost costs you less than re-subscribing if you change your mind. |
| You are switching to a different scheduler but want to keep your Acuity page as a backup for a month. | Downgrade to Emerging and leave it running for 30 days. | Emerging costs almost nothing monthly and gives you a safety net in case your migration goes wrong. |
| You are being charged but no longer use the service. | Cancel immediately and request a refund for unused time. | You are paying for something you do not use; every month you delay costs you more. |
To downgrade instead of cancel, follow the same steps as cancellation but select "Downgrade plan" instead of "Cancel subscription" when prompted. You will pay a pro-rated amount for the rest of your current billing period and the new lower rate will take effect on your next renewal date.
Comparison with alternative scheduling platforms
If you are cancelling Acuity because you need different features or a lower price, these alternatives are worth evaluating. Yafee has compiled this comparison to help you choose your next platform with confidence.
| Platform | Monthly cost (approx. MYR) | Best for | Cancellation ease |
|---|---|---|---|
| Calendly | RM 47 | Simple one-to-one scheduling, freelancers | Instant, no support needed |
| Setmore | RM 118 | Small teams, salon and clinic bookings | Instant online, no hidden fees |
| SimplyBook.me | RM 47 | Multi-location businesses, group classes | Online cancellation in account settings |
| HubSpot (free tier + paid) | RM 0 to RM 190 | Teams wanting CRM plus scheduling | Requires contacting support for full removal |
| Google Calendar + Calendly integration | RM 0 (free) | Very small businesses, one person | Delete Calendly account, all data erased instantly |
If cost is your main concern, Calendly and SimplyBook.me are cheaper month-to-month. If you need team features without Acuity's cost, Setmore delivers similar functionality at a lower annual price. Test the platform's free trial before committing; most of these alternatives offer 7 to 30 days free to make sure the features suit your business.
What to do immediately after cancellation is confirmed
Your cancellation is official once Acuity sends the confirmation email. Now secure your data and transition to a new platform if necessary.
Step 1: verify your cancellation in writing
Save your cancellation confirmation email in a dedicated folder labelled "Account Cancellations" on your computer and in cloud storage (Google Drive, OneDrive, or Dropbox). If Acuity charges you again after this point, you have written proof that your cancellation was submitted and acknowledged. This proof is essential if you need to file a dispute with your credit card company or escalate to the Ministry of Domestic Trade and Consumer Affairs.
Step 2: check your next billing date and ensure no charge appears
Mark your previous renewal date on a calendar and check your bank statement on that date. If a charge appears after your cancellation confirmation, contact your bank immediately and report it as an unauthorised transaction. You can also file a chargeback dispute with your bank if Acuity refuses to reverse the charge. Forward the cancellation email to your bank as supporting evidence.
Step 3: disconnect integrations and revoke API keys
Log into Zoom, Stripe, Square, Google Calendar, and any other app you connected to Acuity. Remove Acuity's access or disconnect the integration. This prevents data leakage and stops accidental syncs after your account is closed. Most integrations are found in your app's "Settings" or "Connected Apps" section; look for "Remove authorisation" or "Disconnect" buttons.
Step 4: set up your new booking platform if you are switching
Import your exported client and appointment data into your new platform. Most scheduling tools accept CSV imports. Test the import with a small batch of data first to ensure fields are mapped correctly. Once you are confident everything has migrated, delete the temporary files from your computer.
Contact information and escalation options
If Acuity does not respond to your cancellation request or continues charging you after you cancel, use these official channels to escalate.
Acuity Scheduling support (direct contact)
Acuity does not publish a Malaysia-specific mailing address or phone number. All support is handled online through the help centre or by email. Contact details are as follows:
- Email: [email protected]
- Help Centre: https://acuityscheduling.com/help
- Support hours: Monday to Friday, 9:00 AM to 5:00 PM EST (10:00 PM to 6:00 AM Malaysia Standard Time, same calendar day)
- Response time: 1 to 3 business days (may be longer if you contact outside US business hours)
When you contact Acuity, include your account email address, the date you submitted your cancellation request, and a screenshot of the confirmation page or email. Be specific about any charges that should not have appeared.
Malaysian consumer authority (escalation)
If Acuity does not respond within 7 days or refuses to honour your cancellation, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA):
- Name: Ministry of Domestic Trade and Consumer Affairs (Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna)
- Website: https://www.kpdnkk.gov.my
- Email: [email protected] (general enquiries)
- Phone: 1-800-886-800 (toll-free, Monday to Friday, 8:00 AM to 5:00 PM Malaysia Standard Time)
- Postal address: Block B, Kompleks Kerajaan Jalan Duta, 50604 Kuala Lumpur, Malaysia
Attach to your complaint a copy of your cancellation request email, the cancellation confirmation (if you have it), screenshots of all charges that occurred after cancellation, and evidence that you tried to contact Acuity directly. The MDTCA will investigate at no cost to you and can compel Acuity to refund improper charges.
Your credit card company or bank
If Acuity continues to charge your credit card or debit card after you cancel, you can file a dispute (called a "chargeback") with your bank. Provide your bank with the cancellation email and proof of the unauthorised charges. Your bank will investigate and can reverse the charges and return the money to your account within 30 to 45 days. This step does not require Acuity's cooperation.
Final checklist before you cancel
Use this checklist to ensure you are cancelling safely and do not lose critical data.
- Log into Acuity and navigate to Settings > Billing to note the renewal date and plan name.
- Take a screenshot of your current billing page showing plan name, next billing date, and price.
- Export all appointments, client records, and staff schedules as CSV or PDF files.
- Download all payment receipts and invoice emails from your email inbox.
- Check whether you subscribed directly, via Apple App Store, or via Google Play.
- If subscribed via app store, note that you must cancel in both the Acuity account AND the app store separately.
- Return to Settings > Billing and click "Cancel subscription" or "Downgrade plan".
- Select your cancellation reason (optional) and click "Confirm cancellation".
- Screenshot the cancellation confirmation page immediately.
- Wait for the confirmation email from [email protected] (can take up to 24 hours).
- Save the confirmation email in a permanent folder on your computer and in cloud storage.
- Log into Zoom, Stripe, Google Calendar, and other connected apps to revoke Acuity's access.
- Mark your previous renewal date on a calendar and check your bank statement on that date for unwanted charges.
- If a charge appears after cancellation, contact your bank immediately to report it as unauthorised.
Why cancelling with confidence matters
Cancelling a SaaS subscription should not be stressful. You are in control: you entered into this contract, and you have the right to end it. Acuity is a reputable platform, but like all subscription services, it relies on inertia and confusion to keep customers who no longer want the service. By following this guide, you remove that confusion and take back control of your money and your data.
Yafee has helped thousands of consumers cancel subscriptions across Malaysia with complete clarity about their rights, their data, and when charges truly stop. Our mission is to translate confusing terms and processes into plain steps you can follow alone. If you are cancelling Acuity because you found a cheaper or better-fit platform, that is a smart business decision. If you are cancelling because you no longer use it, that is money back in your pocket. Either way, Yafee is here to make sure you cancel safely and keep proof of it.
Follow the steps in this guide, export your data, take your screenshots, and cancel with full confidence that Acuity will honour your request. If they do not, you have the law, the MDTCA, and your bank on your side.
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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