Cancel Dojo the easy way

Dojo in one line

Dojo is a UK payment technology provider offering card terminals, mobile payment solutions and transaction processing for businesses, trading under PAYMENTSENSE LIMITED.

Core products and services

Dojo supplies card terminals (Dojo Go Max, Dojo Pocket, Dojo Wired), software integrations for EPOS and remote refund and reporting tools. It sells monthly plans and bespoke transaction pricing for businesses with different annual card turnover bands.

Company facts

Web / Support portal

1. Open Dojo support article: How to close your account - UK.
2. Sign in to your Dojo account on the portal or the Dojo app.
3. Submit an account closure request describing which locations/terminals you want closed.
4. Keep the support ticket ID and any confirmation email until final billing is complete.

iOS

1. Open the Dojo app on your iPhone.
2. Go to Settings or Help and select account closure or contact support.
3. Follow the in-app prompts and request written confirmation by email.

Android

1. Open the Dojo app on your Android device.
2. Use the Help or Account section to raise a closure request or open a support ticket.
3. Request an email confirming the closure and date when card acceptance stops.

Phone

1. Phone number is not publicly disclosed; if you have a contract document showing a support line, use that number.
2. Ask for a reference number and an email with the closure confirmation.
3. If closure affects terminals, confirm the exact terminal IDs to be closed to avoid closing the wrong location.

Email

1. If you have a Dojo support email from your onboarding paperwork, send a signed closure request including your account name, merchant ID and terminal IDs.
2. Ask for a written confirmation and keep copies of all emails.

Post

1. Prepare a signed letter stating account details, merchant ID, terminal IDs and the date you want services to stop.
2. Send by registered post to: Dojo, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep proof of postage and any reply from Dojo.

Moving location

If you move premises and the new address means you will not use Dojo services at the original location, request account or terminal closure and provide proof of the new premises such as a commercial lease or utility bill in the new name or address. Dojo does not publish a specific moving policy; provide merchant ID and terminal IDs when requesting closure.

Applicable law: Consumer Rights Act 2015 for services to be performed with reasonable care and skill.

Price increase

If Dojo increases prices during a fixed-term agreement, check your contract terms. If a unilateral price change breaches your written contract terms, you may rely on the Consumer Rights Act 2015 on unfair terms and on the Digital Markets, Competition and Consumers Act 2024 regarding subscription renewals. Provide your original contract and the notice of price increase as evidence.

Applicable law: Consumer Rights Act 2015; Digital Markets, Competition and Consumers Act 2024.

Death of the subscriber

When the business owner or named contact dies, request closure and supply a death certificate and proof of authority for the person handling the estate. Dojo has not published a specific death-of-subscriber policy; courts and estate administrators should provide evidence of authority to act.

Applicable law: Consumer Rights Act 2015 where service performance and contract terms are at issue.

Legitimate ground / service failure

Legitimate grounds include persistent inability to take card payments or repeated service faults. The Financial Ombudsman Service has adjudicated cases where terminals or payment ability were wrongly cancelled (see DRN-6059093 and DRN-5246554). Provide logs, transaction evidence and correspondence as proof.

Applicable law: Consumer Rights Act 2015.

End of commitment

If your contract term ends (for example a 12-month fixed plan), request closure before renewal. Provide the original contract date and merchant ID. If the plan was a 12-month fixed plan, confirm the end date in writing.

Applicable law: Consumer Contracts Regulations 2013 for pre-contract information and cooling-off rights where applicable.

Cooling-off period

For contracts concluded online, off-premises or by phone, you usually have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you cancel within 14 days you are entitled to a full refund unless you expressly asked for the service to start during the cooling-off period, in which case the provider may deduct a proportionate charge for services performed. Refunds of amounts taken under Dojo services are processed by the Merchant in accordance with the Merchant's terms; Dojo states that refunds are the Merchant's responsibility - contact the Merchant directly for refunds (Dojo terms).

Applicable law: Consumer Contracts Regulations 2013; Digital Markets, Competition and Consumers Act 2024 for subscription cancellation rights.

Before you cancel: negotiate

Dojo documents a Cancellation Rebate process on its support site, so it may offer retention terms or rebates if you request them. Open a support ticket via Cancellation Rebate - UK and ask for a rebate or contract re-rate. Provide your merchant ID, current blended rate, monthly turnover and a competing offer if available. If you want the vendor to match a competitor price, supply written evidence of the competitor offer.

What cancelling saves - yearly maths

Use these published prices to compute annual savings for common plans:

• Plus plan: £11.99 x 12 = £143.88 per year.
• Transaction fees plan (under £100,000 turnover): £39.99 x 12 = £479.88 per year.
• Dojo Go Max (pay monthly): £25 x 12 = £300 per year.
• Dojo Pocket (pay monthly): £20 x 12 = £240 per year.
• Minimum monthly charge noted in pricing: £24.95 - annual effect £24.95 x 12 = £299.40.

Example saving: if you are on the Plus plan (£11.99/month) and switch to a cheaper alternative with no monthly fee, your saving is £143.88 per year. If you cancel a Transaction fees plan at £39.99/month, your saving is £479.88 per year.

Cheapest alternative (single-location basic reader): SumUp reader entry-level merchants typically have no monthly fee and an upfront reader cost (for example a reader from £19 upfront). For businesses that want no monthly fee, switching from Dojo Plus (£11.99/month) saves £143.88 annually. Note: cross-check competitor pricing before switching.

Key UK consumer law

Rights relevant to Dojo cancellations include the Consumer Contracts Regulations 2013 (14-day cooling-off for contracts concluded online or off-premises), the Consumer Rights Act 2015 (services must be performed with reasonable care and skill and unfair terms can be challenged) and the Digital Markets, Competition and Consumers Act 2024 (subscription and renewal protections). The Financial Conduct Authority regulates payment services in the UK for aspects of payments under Dojo's terms (Dojo terms).

How to escalate

1) Complain to Dojo support and keep written records. 2) If unresolved, seek help from Citizens Advice for next steps: Citizens Advice cancellation guidance. 3) If the dispute concerns payment services or an incorrect account/terminal cancellation, consider lodging a complaint with the Financial Ombudsman Service and reference relevant case decisions (for example DRN-6059093). 4) For qualifying card payments, consider Section 75 or chargeback via your card issuer if the purchase qualifies.

Check final billing and refunds

Keep the closure confirmation and check the final invoice for any outstanding monthly charge or terminal rental. If you cancelled within a statutory 14-day cooling-off period and you asked for services to be performed during that time, expect a deduction for the services provided during the cooling-off window. For refunds related to payments you took via Dojo services, the Merchant handles refunds under the Merchant's terms; Dojo's terms state refunds are processed by the Merchant (Dojo terms).

Hardware, data and reactivation

If you used managed hardware, check whether you must return devices and whether Dojo charges for missing equipment. Export transaction and customer data from your account before closure because access may be removed. If you later want Dojo again, reactivation options depend on new onboarding and pricing; contract lengths such as a 12-month fixed plan may apply to new agreements.

Use this checklist to close Dojo and protect your business:

• Save the support ticket ID and any confirmation email after you request closure.
• Export transaction history and customer data before closure.
• If you paid monthly, check the final invoice; note the minimum monthly charge of £24.95 and reconcile any remaining charges.
• If you paid for hardware upfront (for example Dojo Go from £79 upfront or Dojo Pocket £239 upfront), confirm return requirements in writing.
• If you cancel within 14 days of ordering a service online, request a refund under the Consumer Contracts Regulations 2013 and be ready to accept a deduction for any services performed.
• If Dojo closed the wrong terminal, gather logs and escalate to the Financial Ombudsman referencing decision DRN-6059093.