Cancel Acuity Scheduling the easy way

Overview

Acuity Scheduling is an online appointment booking and scheduling SaaS acquired by Squarespace. It lets businesses accept bookings, take payments and send confirmations and reminders.

Main uses

Small businesses, sole traders and multi-staff operations use Acuity to manage client self-scheduling, accept Stripe/Square/PayPal payments and integrate video meetings such as Zoom or Google Meet.

Where it fits

Acuity is positioned for service providers such as hairdressers, trainers, therapists, accountants and clinics that need calendar management and client-facing booking pages.

Web (Account) - detailed steps

1. Sign in at your Acuity account at acuityscheduling.com.
2. Open Account or Billing settings and locate Subscriptions or Plan section.
3. Choose to cancel or stop automatic renewal following the on-screen option.
4. Save changes and keep the confirmation email or screenshot of the billing page.

iOS (App Store) - detailed steps

1. Open iPhone Settings and tap your name, then Subscriptions.
2. Find the Acuity Scheduling subscription in the list.
3. Tap Cancel Subscription and keep the Apple confirmation email or screenshot.
4. For refunds, request directly from Apple if eligible; Acuity iOS pricing is managed by Apple.

Android (Google Play) - detailed steps

1. Open Google Play Store, tap your profile, then Payments and subscriptions - Subscriptions.
2. Select Acuity Scheduling and Cancel subscription.
3. Keep Google Play confirmation and request a refund through Google Play if applicable.

Email - detailed steps

1. Send an email to [email protected] including account email, plan name and your request to cancel.
2. Ask for written confirmation of cancellation and any refund eligibility.
3. Keep the support reply as proof.

Postal (Registered) - detailed steps

1. Write a signed letter addressed to Acuity Scheduling, Crown Way, CF14 3UZ Cardiff, United Kingdom, stating the account email and request to cancel.
2. Send by registered post and keep the delivery receipt.
3. If you do not receive confirmation, escalate via email and keep copies of all communications.

Phone

There is no public phone number listed for UK cancellations. Use web, app store, Play Store, email or registered post for documented cancellation attempts.

Moving or relocation

If you move and cannot use Acuity for the original business location this is not an automatic statutory ground for an immediate refund. Provide proof such as a new business address or utility bill to request a contract variation or early termination. Acuity does not publish a specific relocation cancellation rule.

Required proof documents: business address change document, utility bill or company registration showing new address.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for online contracts when within cooling-off period - see Regulations 2013.

Price increase

If Acuity applies a price increase, review your contract terms. You may have a right to cancel at the next renewal if renewal terms change materially. Traders must provide a renewal or cooling-off notice for renewal periods.

Required proof documents: copy of pre-increase invoice and the notice of price change.

Applicable law: Consumer Rights Act 2024 Part 4 Chapter 2 on subscription cooling-off rights - see Consumer Rights Act 2024.

Death of the subscriber

Death of the primary account holder is a legitimate ground to request termination. Provide the death certificate and proof of authority for the estate. Acuity does not publish a specific bereavement policy; supply official documents and request account closure and refund consideration.

Required proof documents: death certificate, executor or estate representative ID.

Legitimate ground (service not supplied with reasonable care)

Under the Consumer Rights Act 2015 services must be performed with reasonable care and skill. If Acuity fails to provide the agreed service, state the defects, provide screenshots and logs, and request termination and refund. Keep copies of communications with support.

Required proof documents: logs, screenshots, support ticket numbers, invoices.

Applicable law: Consumer Rights Act 2015 (services must be performed with reasonable care and skill).

End of commitment or subscription period

At the end of the paid period you may stop renewal by cancelling before the renewal charge. Acuity sends a renewal reminder 15 days before charging for renewals. If you cancel before renewal the subscription typically will not renew; specific timing is not published by Acuity.

Required proof documents: confirmation email showing cancellation and renewal reminder.

Cooling-off (initial purchase)

For annual Acuity subscriptions cancelled within 14 days of purchase Acuity states automatic full refunds apply. There are no refunds for monthly plans. If you are within 14 days of the first annual payment, request a refund citing this policy.

Required proof documents: original purchase invoice or receipt and account email.

Applicable law: Consumer Contracts Regulations 2013 - 14-day cooling-off period for online contracts. See Regulations 2013.

Before cancelling - how to negotiate

There are no published retention offers from Acuity Scheduling in the available research. To request a concession follow these steps:

1. Contact [email protected] and state your account email and reason for leaving.
2. Request specific options: downgrade to a lower plan, pause the account, apply a discount on renewal, or move to monthly billing if on annual.
3. Ask for a written offer by email and set a clear deadline for their reply (for example 7 days).

If Acuity does not provide a retention offer, proceed to cancel and select an alternative provider.

What cancelling saves - yearly math

Compute real yearly cost and saving by switching from monthly to annual or by cancelling now.

Starter plan: £18.00 x 12 = £216.00 per year. Annual Starter price = £192.99. Savings by paying annual = 216.00 - 192.99 = £23.01 per year.

Standard plan: £32.00 x 12 = £384.00 per year. Annual Standard price = £349.00. Savings = 384.00 - 349.00 = £35.00 per year.

Premium plan: £58.00 x 12 = £696.00 per year. Annual Premium price = £649.00. Savings = 696.00 - 649.00 = £47.00 per year.

Cheapest real alternative from competitors in this guide: LemonBooking at £16.25 per month. Yearly cost = £16.25 x 12 = £195.00. Compare to Acuity Starter monthly x12 = £216.00; switching to LemonBooking saves 216.00 - 195.00 = £21.00 per year.

Key UK consumer laws

Relevant laws include the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which provide a 14-day cooling-off period for online contracts and the Consumer Rights Act 2015 requiring services to be performed with reasonable care and skill. The Consumer Rights Act 2024 Part 4 Chapter 2 clarifies subscription cooling-off rights at renewals. See the official texts: Regulations 2013 and Consumer Rights Act 2024.

Auto-renewal and unfair terms

The CMA treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices. If renewal controls or cancellation are unclear keep evidence of your cancellation attempts and any renewal reminder emails.

How to escalate

1) Complain to Acuity via [email protected] and keep all replies. 2) If unresolved, get advice from Citizens Advice. 3) If the dispute relates to payments, use your card issuer for chargeback or Section 75 if the payment qualifies. 4) Report suspected unfair subscription practices to the Competition and Markets Authority (CMA).

Export data and client records

Before cancellation export your client list, appointments, invoices and any reports you need. Once the account is closed access to stored data may be restricted. Acuity does not publish a specific data-retention schedule in the available materials.

Final billing and refunds

Annual subscriptions cancelled within 14 days of purchase are automatically fully refunded by Acuity. Monthly plans are not refundable according to Acuity support. Legacy accounts may not be eligible for refunds. See Acuity tax and refund policies: Tax and refund policies.

Re-activation and re-joining

If you later return to Acuity you will typically be able to create a new account or reactivate; Acuity does not publish a single reactivation procedure in the available documentation. Keep payment receipts and account emails for reactivation assistance.

Use this checklist to prepare and complete cancellation smoothly.

• Export client data, appointment history and invoices.
• Check whether you are within 14 days of an annual purchase (eligible for refund).
• Cancel via the account web interface or App Store / Google Play depending on how you subscribed.
• Send a confirmation request to [email protected] and save the reply.
• If cancelling by post send a registered letter to Acuity Scheduling, Crown Way, CF14 3UZ Cardiff, United Kingdom.
• Keep screenshots of subscription status and renewal reminder emails (Acuity sends a renewal reminder 15 days before charging).
• If you paid by credit card and did not get an agreed refund, contact your card issuer for chargeback or Section 75 where applicable.