Cancel Dojo: The Right Way to Exit Your Subscription

How to cancel Dojo in australia: your step-by-step guide to getting out

Why you might want to cancel Dojo

Dojo is a payment processing platform operated by Paymentsense Limited, offering card machines, point-of-sale software and payment processing tools to small and medium-sized Australian businesses. The service targets retailers and hospitality venues with a mix of free and paid plans, flexible hardware options and next-day settlement promises. If you've signed up but find the service no longer meets your needs, your costs have shifted, or you've discovered a better alternative, Tocancel is here to help you navigate a clean exit with confidence.

Many Australian merchants cancel Dojo because of unexpected fee increases on renewal, aggressive retention sales tactics, switching to a competitor with better rates, or equipment that no longer suits their business growth. Others discover cheaper alternatives after their initial promotional period expires. Whatever your reason, you have consumer rights under Australian law, and Tocancel is committed to helping you understand and exercise them.

Understanding your Dojo contract type before you cancel

Your cancellation experience depends entirely on what you signed. Dojo offers both 30-day rolling contracts and 12-month price-locked agreements, plus separate hardware financing terms. Rolling contracts give you flexibility; locked-term agreements may trigger early-exit fees or minimum commitment penalties. Before you contact Dojo to cancel, check your original agreement or invoice to confirm which tier you're on. This single step will save you weeks of confusion later and protects you from unexpected charges.

What you pay for: current Dojo pricing in australia

Understanding your current plan helps you decide whether cancellation truly serves your business. Dojo publishes pricing in British pounds on their vendor site, but Australian merchants pay in AUD. The table below shows approximate conversions; always confirm current rates at payment time with Dojo directly.

Your consumer rights under australian law

Australian consumer protection law gives you real power when dealing with Dojo and other payment service providers. Understanding your rights is the first step to a confident cancellation.

What the australian consumer law says about cancellation

The Australian Consumer Law, enforced by the ACCC (Australian Competition and Consumer Commission), protects you when you cancel subscriptions and payment services. Under this law, Dojo must provide you with clear information about how to cancel, any exit fees, and your contract terms upfront. If Dojo has hidden cancellation clauses, misrepresented their fees, or made it deliberately difficult for you to exit, you have grounds to lodge a complaint with the ACCC. Your legal position is clear: you have the right to cancel, provided you follow the contract terms or give required notice.

Importantly, if you signed your Dojo contract online within Australia, the ACCC also protects you against unfair contract terms. This means Dojo cannot enforce contract clauses that are unfairly weighted against you, such as excessive early-termination fees or indefinite lock-in periods without consent. Tocancel recommends reviewing your contract now and identifying any term that feels unreasonable-it may not be enforceable.

Your right to a refund or fee adjustment

If you cancel mid-contract, your refund entitlement depends on your specific agreement. A 30-day rolling plan typically means you owe payment only up to your cancellation date. A 12-month locked plan may entitle Dojo to charge a portion of remaining fees, though Australian Consumer Law allows you to dispute this if the penalty is unreasonable. If Dojo has charged you without consent, or if you can prove the service failed to meet its advertised standards, you have the right to claim a refund or credit. The ACCC is your escalation point if Dojo refuses to negotiate fairly.

How to cancel Dojo: step-by-step method

Dojo does not operate an online cancellation portal, so you must initiate cancellation by post to their registered Australian office addresses. This section walks you through the exact process, including what to include in your letter and what to expect.

Cancellation by post to dojo's australian office

Sending a formal cancellation letter is the most reliable method because it creates a written record that protects you legally. Dojo's primary postal address for cancellations is Level 10, 580 George Street, Sydney NSW 2000. If that address is unresponsive, use the alternative head office address at Level 1, 233 Canley Vale Road, Canley Heights NSW 2166. Always send your letter via registered mail (Australia Post's Registered Mail or Australia Post Signature on Delivery service) so you receive proof of delivery.

1. Gather your account information
   • Your Dojo merchant account number
   • Your business name
   • The email address and phone number associated with your account
   • A copy of your original contract or most recent invoice
2. Write a formal cancellation letter
   • Address the letter to "Customer Support, Dojo" at either address above
   • State clearly: "I wish to cancel my Dojo merchant account effective immediately" or specify your desired cancellation date
   • Include your account number, business name and contact details
   • If you are within a locked contract, acknowledge this and request an exit fee calculation
   • Request a written confirmation of your cancellation date in reply
3. Send via registered mail
   • Do not use standard post; use Australia Post Registered Mail or Signature on Delivery
   • Keep your receipt and tracking number
   • Allow 5 working days for delivery and processing
4. Follow up if needed
   • If you do not receive written confirmation within 10 working days, call Dojo customer support and reference your registered mail tracking number
   • Request a cancellation confirmation email from Dojo
   • Save all email confirmations and correspondence
5. Check your final invoice
   • After cancellation is processed, you may receive a final invoice for remaining balance or early-exit fees
   • Review this carefully; if you disagree with charges, contact Tocancel or the ACCC for guidance on disputing unfair fees

Timeline and what to expect

Most cancellations are processed within 10-15 working days of Dojo receiving your registered letter. You should receive a written acknowledgement from Dojo stating your cancellation date and any final charges. If you do not hear back within 2 weeks, your cancellation request may have gone unnoticed-follow up immediately by phone or a second registered letter. Some merchants report that Dojo attempts to contact them before finalising cancellation to offer retention incentives; you are under no obligation to listen to these offers. Stay firm, keep records and restate your cancellation intent in writing if needed.

Managing your hardware and payment device

If you are leasing hardware from Dojo, your device cancellation is separate from your software subscription cancellation and requires explicit attention.

What happens to your Dojo hardware

If you own your Dojo hardware outright (pay-once model), it is yours to keep; cancelling your software subscription does not affect device ownership. However, if you lease your device monthly, Dojo may require you to return it or continue paying the rental fee even after your software cancellation. Your lease agreement will specify these terms. Contact Dojo to clarify your hardware status before you submit your cancellation letter. If your lease terms are unclear, request a written statement of your hardware obligations from Dojo immediately.

Steps to cancel hardware rental separately

If you lease hardware, include a specific hardware cancellation request in your postal cancellation letter. State: "I also wish to cancel my hardware lease agreement effective [date]." Include your device serial number or lease reference number. Request written confirmation that both your software subscription and hardware lease have been cancelled. Ensure Dojo provides instructions for returning the device, and follow their return process to avoid ongoing charges or equipment loss claims.

Potential charges and fees when you cancel

Understanding what Dojo may charge you on exit prevents nasty surprises when your final invoice arrives. Tocancel has helped thousands of Australian merchants navigate these fees with confidence.

Early exit fees and how to challenge them

If you are cancelling a 12-month locked contract before month 12, Dojo may charge an early-exit fee. This fee is typically calculated as a percentage of your remaining contract value. Under Australian Consumer Law, this fee must be a genuine estimate of Dojo's losses from early termination, not a penalty disguised as a fee. If Dojo charges you A$2,000 to exit a contract where you owe only A$600 more in real usage, that fee is likely unfair and unenforceable. Challenge unreasonable exit fees by writing to Dojo, citing the Australian Consumer Law, and requesting a fair calculation. If Dojo refuses, escalate to the ACCC.

Prorated billing and final charges

Your final invoice will typically include charges only up to your cancellation date. If you cancel mid-month, Dojo should prorate your fees and credit any overpayment. Review your final invoice carefully; if you spot a charge beyond your cancellation date, contact Dojo immediately and request a credit. Tocancel recommends keeping a record of your cancellation date in writing so you can verify billing accuracy.

After your Dojo cancellation

Cancellation is not truly complete until you have confirmed that all charges have ceased and your account is fully closed. Many merchants believe they have cancelled only to discover surprise charges weeks later-Tocancel is here to help you avoid this.

Steps to confirm your cancellation is final

1. Request written cancellation confirmation from Dojo within 10 days of sending your cancellation letter
2. Review your bank statements and credit card statements for 30 days after cancellation to ensure no further Dojo charges appear
3. Log into your Dojo account online (if access remains) and check that your status shows "Cancelled" or "Inactive"
4. Keep a copy of your cancellation letter and Dojo's written confirmation for your records
5. If any unexpected charges appear, contact your bank and Dojo immediately with your cancellation confirmation as evidence

What to do if unexpected charges continue

If Dojo continues to charge you after your cancellation date, act immediately. First, contact Dojo's customer support with your cancellation confirmation and request a refund for the post-cancellation charges. If Dojo refuses or does not respond within 10 working days, contact your bank and dispute the transaction as unauthorized. Finally, lodge a formal complaint with the ACCC, including copies of your cancellation letter, Dojo's response, and your bank statements. The ACCC can force Dojo to refund you and may impose penalties on the company for persistent unlawful billing.

Common mistakes merchants make when cancelling Dojo

Many Australian business owners cancel Dojo without realizing simple errors can delay or complicate their exit. Recognizing these pitfalls now will protect you from unnecessary stress and unexpected charges.

Mistake 1: cancelling by email without registered proof

Sending an email to Dojo support seems quick, but it leaves no verifiable record. Dojo may claim they never received it, or a support agent may lose your request in a busy inbox. Always send your cancellation by registered post so you have proof of delivery. If you email first, follow up with a registered letter that references your email date and time.

Mistake 2: not separating software and hardware cancellation

Many merchants cancel their software subscription but forget to explicitly cancel their hardware lease. This means you keep paying for a device you no longer use. Always specify both cancellations in your letter and request separate written confirmations for each.

Mistake 3: ignoring early-exit fees in your contract

If you are on a 12-month locked plan, you may owe an early-exit fee. Failing to budget for this or challenge it in writing means you pay the full amount without negotiation. Review your contract now, calculate the likely fee, and request a written fee estimate from Dojo before you submit your cancellation.

Mistake 4: not keeping records of all correspondence

Without documented proof of your cancellation request and Dojo's confirmation, you have no leverage if disputes arise. Save every letter, email, receipt and confirmation from Dojo. Create a file for your Dojo cancellation and review it monthly for 3 months after cancellation to ensure all charges have stopped.

Mistake 5: disputing charges immediately without contacting Dojo first

If you dispute charges with your bank before requesting a refund from Dojo, you may trigger a chargeback dispute that damages your relationship with Dojo and complicates resolution. Always contact Dojo first and give them 10 working days to respond. Only escalate to your bank if Dojo refuses or fails to respond.

Comparison table: should you stay or cancel Dojo?

This table summarizes the key advantages and disadvantages of staying with Dojo versus cancelling, to help you confirm your decision is the right one.

Contact information for Dojo cancellation

Use these addresses and methods to initiate your cancellation with Dojo. Tocancel recommends always sending your cancellation request by registered post to ensure delivery and create a legal record.

Dojo's australian postal addresses

Primary address (cancellations):

Level 10, 580 George Street, Sydney NSW 2000, Australia

Alternative head office address:

Level 1, 233 Canley Vale Road, Canley Heights NSW 2166, Australia

Send your cancellation letter via Australia Post Registered Mail or Signature on Delivery to ensure proof of delivery. Do not use standard post, as it leaves no verifiable record. Keep your registered mail receipt and tracking number for your records.

Escalation contacts if Dojo does not respond

If Dojo does not acknowledge your cancellation within 10 working days, or if you experience ongoing charges after your cancellation date, contact the ACCC (Australian Competition and Consumer Commission) to lodge a formal complaint. You can submit complaints online at accc.gov.au or call 1300 302 502. The ACCC can investigate Dojo's conduct and force them to refund you if they have breached Australian Consumer Law.

Final steps: closing the door on Dojo

Cancelling Dojo is a straightforward process once you understand your contract terms, your consumer rights, and the correct method for submission. Tocancel has helped thousands of Australian consumers cancel unwanted subscriptions and payment services by providing clear, step-by-step guidance and empowering them with knowledge of their legal rights. Your cancellation is valid only when you have sent a formal written request to Dojo by registered post and received written confirmation that your account and hardware lease (if applicable) have been terminated.

Remember: you have the right to cancel, you have the right to challenge unreasonable exit fees, and you have the right to escalate to the ACCC if Dojo refuses to honour your cancellation or continues charging you unlawfully. Keep all correspondence, check your bank statements for 30 days after cancellation, and do not hesitate to dispute charges if they appear after your confirmed cancellation date. Tocancel is your trusted resource for consumer-rights guidance and cancellation support-visit tocancel.com anytime you need help navigating subscription cancellations, understanding your rights, or escalating disputes with service providers.