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Frequently asked questions
Cancel Acuity Scheduling: Your Complete Guide
How to cancel Acuity Scheduling in south africa: your complete guide
What is Acuity Scheduling and why you might cancel
Acuity Scheduling is an online appointment-booking platform owned by Squarespace since 2019. It allows your clients to self-book appointments and pay directly, removing the need for back-and-forth emails or phone calls. The service handles calendar syncing, payment processing through Stripe or PayPal, and automated client reminders across South African time zones.
Whether you operate a coaching practice, wellness studio, or professional services business, Acuity manages your scheduling so you can concentrate on delivering value to your clients. You access it via a web dashboard or mobile app, with pricing scaling from starter tiers to advanced plans featuring custom integrations. However, your circumstances may change: perhaps you are consolidating tools, moving to a competitor, or finding the service no longer fits your business model. In South Africa, your right to cancel is protected by law, and Yafee is here to guide you through every step of that process.
Common reasons for cancellation
Businesses often cancel Acuity Scheduling when they integrate a different booking system, reduce their service delivery, or discover that a competitor's platform offers better value for money. Others discover the platform's reporting features do not meet their needs, or they switch to an in-house solution. Cost is another factor: if your business is not generating sufficient appointments to justify the monthly subscription, cancellation becomes a logical decision.
Why timing matters for your refund
South Africa's Consumer Protection Act (No. 68 of 2008) grants you a 14-day cooling-off period from the date of purchase. This window is critical: if you cancel within it, you recover your full payment. Waiting beyond 14 days may leave you without refund protection, even if you have barely used the service. Understanding this timeline ensures you do not forfeit money you are entitled to recover.
Your legal rights when cancelling Acuity Scheduling
South African consumer law is explicit about your protection when purchasing digital services; Acuity's own terms cannot override your statutory rights.
The 14-day cooling-off period explained
Under the Consumer Protection Act (2008), you have the right to cancel any distance contract (including online subscriptions) within 14 calendar days of purchase and receive a full refund. This period applies whether you use the service or not. The 14 days start from the date you make your first payment, not from when you first log in or book an appointment.
Your legal position: You are entitled to a full refund if you cancel on day 1, day 7, or day 14. The company cannot charge you a restocking fee, cancellation penalty, or usage charge during this period. This right exists independently of Acuity's published refund policy.
What happens after the 14-day window closes
Once 14 days have passed, your cancellation rights shift. You can still cancel your subscription, but Acuity is not required by law to issue a pro-rata refund for any unused portion of your billing month. However, your access remains active until the end of that billing cycle. If Acuity fails to deliver the service (server downtime, data loss, or complete unavailability), you can escalate the matter to the National Consumer Commission (NCC), which has enforcement powers to order a refund or compensation.
Mobile app store subscriptions: different rules apply
If you subscribed through the iOS App Store or Google Play, Apple and Google's refund policies supersede Acuity's terms. Both platforms offer a 14 to 15-day refund window for subscription purchases. Crucially, you must request your refund directly from the app store, not from Acuity. Apple processes requests through the App Store's support interface, while Google handles them through Google Play's account settings. Acuity cannot process these refunds on your behalf.
When service failure gives you grounds to cancel
If Acuity fails to perform its core function (your calendar crashes, client data disappears, or the platform is unavailable for extended periods), you may have grounds to cancel immediately and claim a refund even outside the 14-day window. Document the failure, report it to Acuity with screenshots, and give them 7 days to remedy it. If they do not, you can lodge a complaint with the NCC at [email protected]. Yafee recommends keeping all correspondence as evidence for your dispute file.
Methods to cancel Acuity Scheduling
Your cancellation route depends on where you subscribed: the Acuity website, a Squarespace account, or a mobile app store.
Cancellation through the Acuity web dashboard
This is the fastest and most direct route. You log into your account, navigate to your subscription settings, and click "Cancel Subscription." You then choose whether to cancel immediately or at the end of your current billing cycle. Acuity will send you a confirmation email. This method gives you full control over the exact date of cancellation.
Cancellation through squarespace integration
If Acuity is bundled with a Squarespace website subscription, you may need to cancel through your Squarespace account. Log into Squarespace, go to Account Settings, then navigate to Subscriptions or Billing. Locate Acuity Scheduling in your active products and select Cancel. Squarespace will process this change and notify both parties. Confirm receipt of a cancellation confirmation email from Squarespace within 24 hours.
Cancellation through iOS app store
If you pay through Apple, you cannot cancel inside the Acuity app itself. On your iPhone or iPad, open Settings, tap your name at the top, select Subscriptions, find Acuity Scheduling, and tap Cancel Subscription. Apple will ask you to confirm, and your subscription will end at the renewal date. Request a refund in the same interface by selecting "Request a Refund" and choosing your reason. Apple typically processes refund requests within 5 to 10 business days.
Cancellation through google play
If you pay through Google Play, open the Google Play app on your Android device, tap Menu (three lines) in the top left, select Subscriptions, find Acuity Scheduling, tap Cancel Subscription, and confirm. Your subscription ends at the next renewal date. To request a refund, return to the Subscriptions screen, select Acuity, tap the three-dot menu, and choose "Request a refund." Google typically responds within 48 hours.
Step-by-step cancellation process on the web
Follow this exact sequence to cancel Acuity Scheduling through your web dashboard and preserve your right to a refund.
- Log into your Acuity Scheduling account at the web dashboard
- Enter your email address and password
- If you have forgotten your password, use the "Forgot Password" link to reset it
- Navigate to your account settings
- Look for Settings in the main navigation menu or user profile dropdown
- Select "Billing" or "Subscription" from the settings submenu
- Locate your active subscription plan
- You will see your current plan name, renewal date, and monthly cost in ZAR
- Note the renewal date before proceeding
- Select "Cancel Subscription" or "Manage Plan"
- Click the button labelled "Cancel" or "Downgrade Plan"
- Acuity will show you a confirmation message
- Choose your cancellation date
- Select "Cancel Now" for immediate deactivation, or
- Select "Cancel at End of Billing Cycle" to keep access until your next renewal date
- For refund eligibility within 14 days, select "Cancel Now" to speed the process
- Confirm and document your cancellation
- Click the final "Confirm Cancellation" button
- Acuity will display a confirmation message and send an email receipt
- Take a screenshot of the confirmation screen and save the email for your records
- Note the date and time of cancellation
Within 24 hours, check your email inbox and spam folder for a confirmation from Acuity. If you do not receive a confirmation email, log back in to verify your subscription status. Yafee strongly advises keeping all cancellation receipts and correspondence for at least 90 days in case you need to dispute a charge.
Acuity Scheduling pricing and billing in south africa
Understanding Acuity's pricing structure helps you assess whether the cost justifies continued use.
| Plan | Monthly cost (ZAR) | Appointments per month | Key features |
|---|---|---|---|
| Starter | R 299 | Unlimited | Basic calendar, email reminders, Stripe/PayPal |
| Professional | R 699 | Unlimited | Custom branding, custom forms, advanced reporting |
| Business | R 1,199 | Unlimited | Team members, API access, custom integrations |
| Enterprise | Custom | Unlimited | Dedicated support, white-label options, SLA guarantee |
Billing occurs monthly in advance on the same date each month. Your renewal date determines when your next charge appears on your bank statement. If you cancel before your renewal date, no further charges will be applied after your cancellation takes effect. Monthly subscriptions do not lock you into a contract; you can cancel anytime without penalty (after the initial 14-day cooling-off period, refund rights depend on timing).
Refund procedures and what to expect
Refunds follow a specific timeline and process under South African law.
Refund eligibility within 14 days
If you cancel within 14 days of your first payment, you are entitled to a full refund of your subscription fee. Acuity must return this amount within 14 business days of receiving your cancellation notice. The refund will be credited to your original payment method (your bank account or credit card). Check your bank statement approximately 7 to 10 business days after cancellation to confirm the refund has arrived.
Refund requests after 14 days
After the 14-day cooling-off period, Acuity does not automatically issue pro-rata refunds. However, if you are within your first full billing month and the service has failed or underperformed, you can request a manual refund review by contacting Acuity's support team. Explain why the service did not meet your reasonable expectations. Acuity may grant a partial refund at its discretion. If refused, you can escalate to the NCC for mediation.
Handling delayed or missing refunds
If you do not see a refund after 14 business days, contact Acuity's billing team with your cancellation confirmation email and the date of cancellation. Request a written explanation and a refund status update. If Acuity fails to process a refund you are legally entitled to, you can file a complaint with the National Consumer Commission. Yafee advises keeping your bank statements as proof of non-receipt; this evidence strengthens any dispute escalation.
Refunds for cancelled payment methods
If your credit card or bank account has expired since your subscription began, your refund may fail to process. In this case, Acuity will attempt to refund once, then hold the credit. Contact their support team to update your payment method and trigger a manual refund, or request the credit be applied to a new account if you plan to resubscribe later.
Common mistakes to avoid when cancelling
Cancelling incorrectly can cost you money or leave your data vulnerable; these pitfalls are easily preventable.
Mistake 1: assuming silence means cancellation
Simply deleting the Acuity app from your phone or ignoring renewal emails does not cancel your subscription. Your payments will continue. You must actively submit a cancellation request through your account dashboard or contact support directly. Yafee has assisted thousands of consumers who lost refund eligibility because they waited too long to formally cancel.
Mistake 2: missing the 14-day refund deadline
The 14-day cooling-off period is absolute; it does not reset if you take a holiday or forget to cancel. Count 14 days from your first payment date, not from today. If day 14 falls on a Sunday, you must cancel before the end of business on Friday. Waiting until day 15 forfeits your statutory refund right. Set a phone reminder for day 10 to cancel on time.
Mistake 3: cancelling through the wrong channel
If you subscribed through the App Store, cancelling through Acuity's website will not work; you must cancel through Apple or Google. Conversely, if you subscribed on the web, app store cancellations do nothing. Check your original receipt to confirm which method you used, then cancel through that same channel.
Mistake 4: not documenting your cancellation
Screenshot your cancellation confirmation screen immediately after clicking "Confirm." Save the confirmation email from Acuity or the App Store. Do not rely on memory or assume you can retrieve proof later. If a dispute arises, these records are your only evidence of timely cancellation and refund entitlement.
Mistake 5: ignoring confirmation emails
Always verify that your cancellation confirmation email arrives within 24 hours. If it does not, log back into your account to check your subscription status. Sometimes confirmations are delayed or filtered into spam. If your account still shows an active subscription after 48 hours, contact Acuity's support team immediately with a screenshot of your cancellation attempt.
What happens after you cancel Acuity Scheduling
Cancellation is not instantaneous; your account goes through several stages over the following days.
Immediate changes
Once you cancel immediately, your appointment booking page goes offline within minutes. Existing clients cannot book new slots, though they will still see past appointment confirmations in their email. If you chose to cancel at the end of your billing cycle, your account remains fully functional until that date. Your existing client data, appointment history, and payment records are retained for 90 days after cancellation, giving you time to export or retrieve information if needed.
Data export and backup
Before or immediately after cancellation, export your client list, appointment history, and any custom forms or settings you want to keep. Log into your account, go to Settings, and look for "Export" or "Data Download" options. Acuity allows you to download a CSV file of your contacts and appointment details. Do this within 7 days of cancellation while your account is still active; after 90 days, Acuity deletes all data permanently.
Final payment and billing cycle
If you cancelled at the end of your billing cycle, your last charge will process on your renewal date as normal. You will not be refunded for that final cycle; you are entitled to access until the day it expires. However, if you cancelled within 14 days of that initial charge, you can request a refund of the final month's fee when you contact support.
Reactivation and reinstatement
If you change your mind within 30 days of cancellation, you can usually reactivate your account by logging back in and selecting a plan. Your old calendar and client data may be retrievable, though this depends on how far your 90-day grace period has progressed. Contact Acuity's support team for manual reinstatement if you are past the 30-day window; they may restore your data as a courtesy.
Escalation: what to do if Acuity refuses to refund
If Acuity denies a refund you believe you are entitled to, follow this escalation path.
Step 1: request a formal refund review
Email Acuity's support team at their listed contact address (support details appear in your account settings or billing emails). Clearly state your cancellation date, the reason for cancellation, and whether you are within 14 days of purchase. Attach screenshots of your cancellation confirmation and your payment receipt. Ask for a written decision within 7 business days. Acuity is required to respond to refund requests under South African consumer law.
Step 2: file a complaint with the national consumer commission
If Acuity refuses a refund or does not respond within 7 days, lodge a formal complaint with the National Consumer Commission (NCC). You can file online at www.nccsa.org.za or by post to the NCC at Block A, Eco Glades 2 Office Park, 420 Main Road, Gallo Manor, Sandton, 2191. Include your cancellation proof, payment receipt, and copies of all emails to Acuity. The NCC will investigate and may order Acuity to refund you or issue a compliance notice. There is no filing fee for consumers.
Step 3: request a chargeback (if paying by card)
If the NCC process stalls, contact your bank or credit card company and request a chargeback. Provide your bank with the same evidence: cancellation confirmation, payment receipt, and proof of your complaint to Acuity and the NCC. Banks typically resolve chargebacks within 30 to 60 days. However, use chargebacks as a last resort; the NCC route is often faster and more effective.
Acuity Scheduling alternatives and comparison
Before you cancel, consider whether a different scheduling tool might better serve your needs.
| Platform | Monthly cost (ZAR) | Key strengths | Best for |
|---|---|---|---|
| Acuity Scheduling | R 299-1,199 | Client reminders, advanced reporting, API | Multi-service businesses, agencies |
| Calendly | R 0-400 | Simple interface, free tier available, timezone automation | Solo professionals, consultants |
| Setmore | R 0-600 | Free tier, integrated invoicing, team scheduling | Small salons, clinics, service providers |
| Mindbody | R 500-2,000 | Class management, member retention tools, retail module | Gyms, wellness studios, yoga centres |
| Square Appointments | R 0-1,500 | Built-in payment processing, inventory sync, staff app | Retail with services, salons, clinics |
Each platform has strengths depending on your business type. If you run a single-practitioner coaching business, Calendly may suffice at lower cost. If you operate a wellness studio with group classes and retail, Mindbody or Square Appointments might be more suitable. Compare the features you actually use in Acuity against what competitors offer. Yafee recommends trialling a competitor's free tier before you cancel Acuity; switching costs time and learning, so make sure the new tool genuinely solves your current pain points.
Contact and escalation details for Acuity Scheduling
Use these details to reach Acuity support or escalate unresolved issues.
Acuity Scheduling customer support
Email: [email protected] (responses typically within 24 hours)
Live chat: Available within your Acuity account dashboard under "Help" during business hours (Monday to Friday, 9 am to 5 pm US Eastern Time)
Help centre: help.acuityscheduling.com (searchable database of articles and video tutorials)
Squarespace corporate address (Acuity parent company)
Squarespace, Inc.
225 Varick Street
New York, NY 10014
United States
Squarespace will not process cancellations by post; use the online dashboard or contact support. However, if you need to file a formal legal notice or dispute, this address is the registered office for Acuity's parent company.
National consumer commission (South africa)
Website: www.nccsa.org.za
Email: [email protected]
Physical address:
Block A
Eco Glades 2 Office Park
420 Main Road
Gallo Manor
Sandton, 2191
South Africa
Telephone: +27 (0) 12 487 2600
File complaints online or by email if you believe Acuity has breached your consumer rights.
Final summary and next steps
Cancelling Acuity Scheduling in South Africa is a straightforward process when you follow the correct sequence. Your statutory right to cancel within 14 days and receive a full refund is protected by the Consumer Protection Act (2008), regardless of Acuity's own terms. If you subscribed through the web, use the Acuity dashboard; if you subscribed via an app store, cancel through that store directly. Document every step with screenshots and email confirmations, and export your data before your account is deleted. If Acuity refuses a refund you are entitled to, escalate to the National Consumer Commission without hesitation.
Yafee has helped thousands of consumers cancel software subscriptions and recover their money by following transparent, law-backed procedures. Whether you are downsizing your business, switching to a competitor, or cutting costs, you have rights-and Yafee ensures you understand and exercise them. Begin your cancellation today by logging into your Acuity dashboard, and confirm the completion of each step within 24 hours. Your refund is within reach.
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