Cancel Square the easy way

Core service

Square is a payments and business tools platform that lets merchants accept card and mobile payments, build an online store, run inventory, and manage staff and sales.

Who uses Square in the UK

Retailers, hospitality businesses and small merchants use Square Point of Sale and Square Online Store to process payments and run operations.

Which products matter for cancellation

Products that customers commonly cancel are Square subscriptions (Advanced Access, Email Marketing, Rewards), Square Online Store paid plans, and hardware rental or service agreements.

Web Dashboard (recommended for orders and subscriptions)

1. Open the UK dashboard at your Square account and sign in to your account.
2. For orders: go to Orders & payments > Orders > All orders, locate the order, select the menu (•••) and choose Cancel items.
3. For subscriptions or services: open Account settings or Subscriptions area and follow the cancellation or terminate service link.
4. Choose reason and follow prompts to Skip Refund or Continue to refund for orders.
5. Save or screenshot the confirmation page and request an email confirmation for your records.

iOS and Android (Point of Sale app)

1. Open the Square Point of Sale app on the device used for the sale.
2. Tap the menu (≡) > More > Orders.
3. Locate the order to cancel, tap the menu (•••) next to the order and choose Cancel items.
4. Select cancellation reason: Item(s) not in stock, Customer cancellation request, or Other, then choose Skip Refund or Continue to refund.
5. Keep screenshots of the cancelled order screen.

Phone

1. Call 1.844.213.7377 for data or privacy requests; for general merchant support use the phone number supplied in your account or official help pages.
2. Explain you want to terminate your use of Square Services and request confirmation in writing.
3. Note any call reference number and request the name of the agent.

Email

1. Send a clear cancellation request to [email protected] or use the account contact form in your dashboard.
2. Include your business name, merchant ID, email address, and the exact service or subscription to cancel.
3. Request written confirmation and a final invoice if any balance is due.

Post (registered letter)

1. Write a registered letter to: Square, One London Wall, EC2Y 5EB London, United Kingdom stating you cancel the named subscription or service.
2. Include your merchant details and a clear instruction to close the account or stop the subscription.
3. Keep the signed-for postage receipt as legal proof of the cancellation request.

Moving abroad or moving premises

If you move and cannot use the Square service in the new location, state the new address and supply proof such as a utility bill or tenancy agreement showing the new UK or overseas address. Square does not publish specific acceptance rules for moves; provide supporting documents when you request closure.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 when the contract was concluded at a distance.

Price increase

If Square raises the price of a subscription, check your contract or the notice received. If the price rise happens before the end of a fixed commitment and the change was not consented, you may accept the change or cancel the subscription. Provide the notice of price change as proof.

Applicable law: Consumer Rights Act 2015 on unfair terms and the CMA guidance on auto-renewal and unfair practices.

Death of subscriber

To cancel a merchant account after the death of the account holder, send a copy of the death certificate and a written instruction from the executor or administrator requesting account closure. Include evidence of authority to act on the estate.

Applicable law: Not a specific statute in the memo; follow Square's account closure process and provide legal proof of estate administration.

Legitimate ground accepted by Square

Square accepts cancellation reasons for orders before fulfilment such as Item(s) not in stock, Customer cancellation request, or Other, as visible in the order cancellation flow. For Payment Services, termination can be done at any time by accessing your Square Account.

Required documents: for order cancellations, the order ID and merchant account details; for contract terminations, your account login and identification as account administrator.

Applicable law: Financial Services (Distance Marketing) Regulations 2004 for Payment Terms cancelled within 14 days.

End of commitment

If your subscription has a stated minimum commitment period, cancellation at the end of that period follows the service's contractual terms. Provide the contract or billing statement showing the end date when you request closure to avoid confusion.

Applicable law: Consumer Rights Act 2015 regarding unfair contract terms.

Cooling-off period (14 days)

You may cancel a distance or off-premises contract within 14 days without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For Payment Terms specifically, cancellation within 14 days from the start of Payment Services constitutes cancellation under the Financial Services (Distance Marketing) Regulations 2004.

Required proof: date you started the service and your written cancellation request within 14 days.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; Financial Services (Distance Marketing) Regulations 2004.

Before you cancel: negotiate

Research did not return published retention offers from Square for UK customers. If you want to ask for a reduction, contact support via your dashboard or email [email protected] and request a plan downgrade or temporary pause. Use these steps: 1) Explain the reason and give your merchant ID. 2) Ask for a downgrade to the free Point of Sale plan (£0). 3) Ask for promotional pricing or a billing credit for unused months.

What cancelling saves you (example calculations)

Compare the common paid plans and a cheaper alternative. Example 1 - Square Retail POS Plus: 49 x 12 = 49 x 12 = £588 per year. Example 2 - Square Online Store Plus: 20 x 12 = £240 per year.

Cheapest competitor from the available research: Experi at £9 per month or £79 per year. Yearly saving if you cancel Square Online Store Plus (£240) and switch to Experi (£79): 12-month calculation: £240 - £79 = £161 saved per year.

Calculation shown: Square Online Store Plus: 20 x 12 = £240 per year. Experi annual: £79 per year. Saving: £240 - £79 = £161 per year.

Key UK laws and regulator

Relevant laws are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Financial Services (Distance Marketing) Regulations 2004, and the Consumer Rights Act 2015. The regulator to consult for financial services issues is the Financial Conduct Authority (FCA); for consumer disputes start with Citizens Advice.

Cooling-off and refunds

You have a 14-day cooling-off right for most distance contracts under the Consumer Contracts Regulations 2013. For Payment Services specifically, cancellation within 14 days is recognised under the Financial Services (Distance Marketing) Regulations 2004. Traders must reimburse payments within 14 days of being informed of the cancellation or receiving returned goods, subject to permitted deductions for diminished value.

Escalation path

1) Complain to Square first via your account or in writing. 2) If unresolved seek help from Citizens Advice for guidance. 3) For financial complaints escalate to the Financial Ombudsman Service if Square’s response is unsatisfactory. 4) For qualifying card payments consider Section 75 or chargeback via your card issuer.

Access and data

If you want your personal data deleted send a request to [email protected] or call 1.844.213.7377. Keep a local copy of invoices and transaction reports before deletion.

Final billing and refunds

Square processes refunds to the original payment method. Refunds must be issued within one year of the original transaction date; Clearpay refunds must be processed within 120 days. When a refund is issued the original processing fees are not returned to the seller. If Square balance is insufficient to cover the refund the linked bank account will be charged.

Reactivating or switching back

You can re-open an account by signing in to your Square Account and reactivating services or by creating a new account. For subscriptions, sign back into the subscription area and subscribe again or contact support to restore services.

Follow this checklist when cancelling Square to keep proof and limit financial risk.

• Sign in to your Square Account and record the account email and merchant ID.
• Cancel the subscription or order via the Web Dashboard and screenshot the confirmation.
• If cancelling an order before fulfilment, use Orders & payments > Orders > Cancel items and save the cancellation reason.
• If you need a refund, request it during cancellation and note the refund window: up to one year for standard transactions, 120 days for Clearpay.
• Request written confirmation by email and store the message.
• If you send a postal cancellation, use registered post to Square, One London Wall, EC2Y 5EB London, United Kingdom and keep the receipt.
• For data deletion requests email [email protected] and keep the response.
• Check bank statements for any final charges and allow 14 days for merchant refunds to be returned under the Consumer Contracts Regulations.
• If the merchant refuses a lawful cancellation, gather all evidence and contact Citizens Advice or the Financial Ombudsman Service.