Cancel Nayax: Step-by-Step Guide

How to cancel Nayax and avoid the 25% restocking fee in australia

Why you might want to cancel Nayax

Nayax supplies cashless payment terminals and cloud-based device management systems for vending machines, parking meters, EV charging stations and unattended retail across Australia. The service combines hardware readers with payment processing and remote telemetry, and most Australian merchants pay a monthly subscription starting from A$49 plus transaction fees between 2.5% and 5.95% depending on your transaction volume and chosen plan.

You might decide to cancel if your business model has shifted, your transaction volumes no longer justify the monthly cost, or you have found a provider with better pricing. The critical detail is this: Nayax enforces a strict 7-day cancellation window for hardware purchases, and any cancellation after that triggers a 25% restocking fee on the device cost. This guide from Tocancel walks you through your cancellation rights and the exact steps to protect your refund.

When cancellation makes financial sense

Start by calculating your total monthly spend: base subscription plus processing fees on your average monthly transaction volume. If you pay A$99 monthly subscription plus 3% processing on A$5,000 in transactions, your total is A$249 per month. If a competitor charges A$49 plus 2.5% on the same volume, that is A$174 total, meaning you lose A$75 monthly or A$900 annually. That calculation alone justifies taking action now. Tocancel recommends you check your original Nayax invoice immediately for your payment date, because this determines whether you fall within the 7-day refund window.

The cost of missing the 7-day deadline

If you submit your cancellation notice more than 7 days after full payment, Nayax will apply a 25% restocking charge to your hardware cost. A terminal purchased for A$400 means you lose A$100. However, you still have consumer protection options under Australian Consumer Law even after day 7, which Tocancel covers in detail below.

Your cancellation rights under australian consumer law

Your legal position in Australia is protected by the Australian Consumer Law (ACL), enforced by the Australian Competition and Consumer Commission (ACCC).

The 7-day cooling-off window for goods

When you purchase physical goods such as a Nayax terminal, you have a 7-day cooling-off period from the date of full payment. This window is your strongest cancellation position. During this period, you can cancel and receive a full refund with no restocking fee. The clock starts from payment, not from when the device arrives, so even if your terminal is still in transit, the 7-day period is already running.

After day 7 expires, Nayax is permitted to charge a 25% restocking fee on the hardware under its Sales Terms and Conditions. This is a contractual term, and it applies only to physical goods, not to the ongoing subscription service itself. Your immediate action is to confirm your payment date from your invoice right now.

Your rights for monthly subscriptions after the cooling-off period

Once you have accepted the hardware, your cancellation rights for the recurring subscription service depend on your signed merchant agreement. Many Nayax plans include minimum commitment periods, often 12 or 24 months for device leasing bundles. If your contract includes a minimum term with early termination fees, you may face a penalty to exit early. If your plan is month-to-month, you should be able to cancel with written notice, though Tocancel advises you to check your signed agreement for the exact notice period required.

Under the ACL, any unfair contract term that disadvantages you can be challenged. If Nayax charges you an unreasonably high early termination fee that far exceeds their genuine loss from your cancellation, you can escalate this complaint to the ACCC. Document your complaint in writing and send it to the ACCC if Nayax refuses to negotiate.

Step-by-step cancellation process

Nayax requires a written cancellation notice sent by post to their registered address in New South Wales.

Within the 7-day cooling-off window

1. Locate your original Nayax purchase invoice or receipt and confirm the payment date.
2. Count forward 7 days from that date. If today is within that window, proceed immediately to step 3.
3. Compose a brief cancellation notice that includes:
   • Your full name and business name (if applicable)
   • Your Nayax customer account number or reference code
   • The exact product name and model you are cancelling (e.g., "Nayax payment terminal, model X")
   • Your original purchase date and order number
   • A clear statement: "I wish to cancel this purchase and request a full refund under the 7-day cooling-off period."
   • Your preferred refund method (bank account details or original payment method)
   • Today's date and your signature
4. Print and sign this notice, then send it by registered post or Australia Post tracked mail to the official Nayax address: Suite 1, Level 4, 100 William Street, Woolloomooloo NSW 2011, Australia.
5. Keep a copy of your letter and your postal receipt as proof of delivery. Tocancel recommends you photograph both documents before posting.
6. Track your parcel online using your Australia Post tracking number to confirm delivery within 1 to 2 business days.
7. Once delivered, allow up to 5 business days for Nayax to process and confirm your cancellation in writing.
8. Expect your refund to arrive within 5 to 10 business days after Nayax confirms the cancellation.

After the 7-day window has closed

1. Check your merchant agreement for any early termination clause or minimum commitment period.
2. If you are past day 7 but wish to cancel anyway, compose a formal cancellation notice using the same format above, but add: "I am writing to cancel my subscription service and request cancellation of the device lease. I acknowledge that this cancellation falls outside the 7-day cooling-off window."
3. Send this notice by registered post to the same Nayax address as above.
4. Request written confirmation of the cancellation and any fees or final invoices due.
5. If Nayax applies what you believe is an unreasonable restocking fee or early termination charge, do not pay it immediately. Instead, lodge a dispute with the ACCC via their online complaints portal or by contacting your state consumer affairs department.
6. Tocancel advises you to gather all evidence: your original contract, invoices, correspondence with Nayax, and a written explanation of why you believe the fee is unfair.

Nayax pricing, plans and what you pay

Understanding Nayax costs helps you decide whether cancellation makes financial sense.

Your actual costs depend on your average monthly transaction volume and the plan you selected. Tocancel recommends you request an itemised invoice from Nayax showing the base fee, processing charges, and any device lease or rental component separately so you can calculate your true cost of ownership.

Common cancellation mistakes to avoid

Many Australian merchants waste time and forfeit refunds because they do not understand Nayax's strict requirements. Here are the traps that cost you money.

Waiting too long after deciding to cancel

The 7-day cooling-off window moves fast. If you are on day 5 and still deciding, stop deliberating and submit your cancellation notice now. Registered post takes 1 to 2 business days, and once your letter arrives at Nayax's office, the window may have already closed. Tocancel advises you to err on the side of speed: post your cancellation the same day you decide to cancel, even if you are still gathering documents.

Sending cancellation by email or phone

Nayax's Sales Terms and Conditions require a written notice by post. An email or phone call does not satisfy this requirement and gives you no proof of cancellation. If you call Nayax and they tell you "We will send you an email confirmation," that is not a valid cancellation notice under their terms. You must send a physical letter by registered post. Tocancel emphasises: email cancellations are never enough for Nayax; always use registered post and keep your tracking receipt.

Failing to include your account details in your cancellation letter

If your cancellation notice does not include your customer account number or order reference, Nayax staff may not be able to match it to your account and will ask you to resubmit. This delays your cancellation and eats into your 7-day window. Include every piece of identifying information in your letter: full name, business name, account number, order number, product model and original purchase date.

Not keeping proof of your posted cancellation

If Nayax later claims they never received your cancellation, you need evidence. Always use Australia Post tracked mail, photograph your letter before posting, and save your tracking receipt. Tocancel recommends you also photograph your invoice showing the payment date, because Nayax may dispute when your 7-day window started.

What happens after your cancellation is confirmed

Once Nayax confirms your cancellation in writing, several things must happen in sequence.

Your refund timeline

Nayax states that once your cancellation is confirmed, you will receive a refund within 5 business days. In practice, Australian bank transfers take 1 to 2 business days once the money leaves Nayax's account, so expect your refund to appear in your account within 7 to 10 business days of receiving Nayax's cancellation confirmation letter. If you do not see the refund after 10 business days, contact Nayax immediately in writing and ask for a refund status update.

Handling any remaining invoices or outstanding charges

Before your cancellation is finalised, Nayax may issue a final invoice for any prorated subscription fees or charges incurred up to your cancellation date. Review this invoice carefully. If you cancelled within the 7-day window, you should not be charged any restocking fee or cancellation penalty. If Nayax has deducted a 25% restocking fee from your refund and you are still within the cooling-off period, raise this immediately with Nayax in writing.

Keep all correspondence about your cancellation and refund. If a dispute arises later, you will need these documents to escalate your complaint to the ACCC or your state consumer affairs office.

Comparison: cancelling Nayax versus other payment providers

Deciding whether to cancel depends partly on what alternatives exist and how their cancellation terms compare.

Nayax's restocking fee of 25% is among the highest in the market. If you are comparing providers, Square and Eftpos Australia both offer longer cooling-off periods (14 days) and lower transaction fees. However, your choice also depends on which features matter most to your business: device capability, reporting tools, customer support and integration with your point-of-sale system. Tocancel recommends you calculate the total cost of ownership over 12 months with each provider before switching, accounting for hardware costs, base fees, and processing charges.

Your next steps and cancellation checklist

Take action today if you have decided to cancel Nayax.

Immediate actions (today)

• Find your original Nayax invoice or receipt and confirm the exact payment date.
• Count forward 7 days from that date and mark the deadline in your calendar.
• If you are still within the window, compose your cancellation letter using the format provided above.
• Print, sign and prepare your letter for posting.
• Visit your nearest Australia Post office or use an online ordering service and send your letter by registered post or tracked mail.
• Photograph your letter, your invoice and your Australia Post tracking receipt as proof.

Follow-up actions (within 7 days of posting)

• Track your parcel online to confirm delivery to Nayax's office.
• Allow up to 5 business days for Nayax to process your cancellation and send written confirmation.
• When confirmation arrives, check for any restocking fees, early termination charges or deductions from your refund.
• If you dispute any charges, gather all evidence and file a complaint with the ACCC immediately.

Final refund checklist

• Confirm that Nayax has issued a refund (they should provide a reference or transaction number).
• Wait 7 to 10 business days for the refund to appear in your bank account.
• If no refund arrives after 10 business days, contact Nayax in writing requesting a status update.
• Keep all cancellation correspondence, invoices and proof of posting for at least 12 months in case a dispute arises.

Key takeaway and contacting tocancel

Cancelling Nayax in Australia requires you to act fast, send a formal written notice by registered post, and stay within the 7-day cooling-off window to avoid a 25% restocking fee on your hardware. The moment you decide to cancel, post your notice: do not wait. Your cancellation letter must include your account details, the product details, your original payment date, and a clear cancellation request. Send it to Suite 1, Level 4, 100 William Street, Woolloomooloo NSW 2011, Australia, and keep your Australia Post receipt as proof.

If Nayax refuses your refund or applies what you believe is an unfair fee after the cooling-off period, you have the right to escalate your complaint to the Australian Competition and Consumer Commission (ACCC) under the Australian Consumer Law. Document everything in writing, gather all evidence, and lodge your complaint via the ACCC website or your state consumer affairs office.

Tocancel has helped thousands of Australian consumers and small business operators navigate the tricky cancellation windows of payment providers like Nayax. Our mission is to ensure you understand your rights, take confident action, and recover your money. If you need further guidance on your specific cancellation or want to report a dispute with Nayax, visit Tocancel for resources, templates and expert advice tailored to Australian consumer law. Your refund is within reach, and Tocancel is here to help you claim it.