Ending your Dojo membership made easy

About Dojo

Dojo is a leading payment processing service provider in the United Kingdom, offering card payment solutions to businesses of all sizes. Operating as part of the Paymentsense group, Dojo provides card machines, payment terminals, and integrated payment systems that enable merchants to accept debit and card payments from customers. The company has established itself as a significant player in the UK payment processing market, serving thousands of businesses across retail, hospitality, and service sectors.

Dojo's service offering includes various payment terminals ranging from portable card readers to countertop machines, alongside mobile payment solutions and online payment gateways. The company positions itself as providing transparent pricing and modern technology to help businesses manage their transactions efficiently. However, as with any contractual service, circumstances change, and business owners may find themselves needing to cancel their Dojo agreement for various reasons.

Understanding your rights as a consumer and knowing the proper procedures for cancellation is essential when dealing with payment processing contracts. These agreements often involve minimum terms, notice periods, and specific cancellation procedures that must be followed correctly to avoid unnecessary charges or complications. This guide will help you navigate the cancellation process with confidence and ensure your rights are protected throughout.

Subscription plans and pricing

Dojo offers several payment processing solutions tailored to different business needs. The company's pricing structure typically includes both upfront costs for equipment and ongoing transaction fees. Understanding the specific plan you have signed up for is crucial when considering cancellation, as different agreements may have varying terms and conditions.

Payment terminal options

Dojo provides multiple hardware options for businesses. Their portable card machines allow merchants to take payments anywhere within range, whilst countertop terminals suit fixed-location businesses. The company also offers smartphone and tablet payment solutions that connect via Bluetooth or audio jack, providing flexibility for mobile businesses and market traders.

Transaction fees and charges

The ongoing costs with Dojo primarily consist of transaction fees charged as a percentage of each payment processed. These rates vary depending on the type of card used, with debit cards typically attracting lower fees than credit cards. Business owners should review their merchant agreement carefully to understand the exact rates applicable to their account.

Additional charges may include monthly service fees, PCI compliance fees, and charges for certain types of transactions. Some Dojo contracts include minimum monthly processing requirements, meaning businesses must process a certain value of transactions or pay a minimum fee. These details significantly impact the overall cost of the service and may influence your decision to cancel.

Cancellation terms and conditions

Understanding the contractual obligations you entered into with Dojo is fundamental to executing a proper cancellation. Payment processing agreements in the UK are legally binding contracts, and therefore, specific terms govern how and when you can terminate the service. Failing to follow these procedures correctly can result in continued charges or early termination fees.

Contract length and minimum terms

Many Dojo agreements include a minimum contract period, commonly ranging from 12 to 36 months. This means that if you wish to cancel before this period expires, you may face early termination charges. These fees are designed to compensate the provider for the subsidised or free equipment provided at the start of the contract. The exact amount varies but can be substantial, so checking your specific contract terms is essential.

After the minimum term expires, contracts typically roll over into a monthly arrangement. At this point, your cancellation rights become more flexible, though you must still provide the required notice period. This rolling contract means you are no longer locked in for extended periods, making cancellation more straightforward and less costly.

Notice periods and requirements

Dojo requires customers to provide written notice when cancelling their service. The notice period specified in your contract must be adhered to strictly. Common notice periods range from 30 to 90 days, meaning you must inform Dojo of your intention to cancel well in advance of your desired termination date. During this notice period, you remain contractually obligated to pay all applicable fees and charges.

This is where postal cancellation becomes particularly important. Written notice sent by Recorded Delivery provides you with proof that you have fulfilled your contractual obligation to notify Dojo of your cancellation. This evidence is invaluable if any dispute arises about whether proper notice was given or when it was received.

Why businesses cancel Dojo services

Business owners choose to cancel payment processing services for various legitimate reasons. Some find more competitive rates elsewhere, particularly after their initial contract period ends and they can shop around without penalty. Others may be closing their business, changing their business model to no longer require card payment facilities, or consolidating services with a different provider.

Technical issues or poor customer service experiences also prompt cancellations. Some merchants report difficulties with equipment reliability, problems with fund settlements, or challenges in resolving disputes. Whatever your reason for cancelling, you have the right to terminate your agreement provided you follow the correct procedures and meet your contractual obligations.

How to cancel Dojo by post

Cancelling your Dojo service by post is the most reliable and legally robust method available to you. Whilst other communication methods exist, postal cancellation via Recorded Delivery provides you with independent proof of delivery that protects your interests should any dispute arise about your cancellation.

Why postal cancellation is recommended

Sending your cancellation notice by post, specifically using Royal Mail's Recorded Delivery service, creates an official record of your communication. This proof of posting and delivery is recognised in UK law and provides you with concrete evidence that you fulfilled your contractual obligation to provide written notice. In practice, this means if Dojo claims they never received your cancellation or disputes the date you sent it, you have independent verification from Royal Mail.

Phone calls leave no paper trail, and whilst you might note the date and time you called, you cannot prove what was discussed or agreed. Email can be more reliable, but messages can be filtered, lost, or claimed as undelivered. Therefore, postal cancellation remains the gold standard for contract termination, particularly for important commercial agreements like payment processing services.

Essential information to include

Your cancellation letter must contain specific information to be valid and effective. Include your full business name exactly as it appears on your Dojo agreement, along with your merchant account number or customer reference number. This ensures Dojo can immediately identify your account and process your cancellation correctly.

State clearly and unambiguously that you are cancelling your service and provide the date from which you wish the cancellation to take effect. This date must respect the notice period specified in your contract. For example, if you have a 60-day notice period and you send your letter on 1st January, your cancellation date should be no earlier than 2nd March.

Include details about returning any equipment. Dojo typically requires customers to return card terminals and other hardware within a specified timeframe after cancellation. Confirming your intention to return equipment and requesting clear instructions demonstrates your good faith and helps prevent disputes about unreturned items.

The correct postal address for cancellation

Sending your cancellation letter to the correct address is absolutely critical. Using an incorrect address could invalidate your notice or cause significant delays that extend your contract unnecessarily. The official address for Dojo cancellations is:

• Dojo
• 1 Forbury Square
• The Forbury
• Reading
• RG1 3EB
• United Kingdom

Always verify this address before sending your cancellation, as companies occasionally relocate their offices or change their correspondence addresses. You can confirm the current address by checking recent correspondence from Dojo or contacting them to request their official cancellation address.

Using Recorded Delivery

When you visit the Post Office to send your cancellation letter, specifically request Recorded Delivery service. This service costs a few pounds but provides you with a receipt showing the date of posting and a unique tracking reference. You can then track your letter online through the Royal Mail website and receive confirmation when it has been delivered.

Keep your proof of posting receipt in a safe place along with a copy of your cancellation letter. This documentation forms your evidence that you provided proper notice in accordance with your contract. Should Dojo continue to charge you after your cancellation date or claim they never received your notice, this evidence will be crucial in resolving the dispute.

How Postclic simplifies the process

For business owners juggling multiple responsibilities, managing postal cancellations can be time-consuming. Postclic offers a practical solution by handling the entire postal cancellation process on your behalf. The service allows you to create your cancellation letter digitally, then Postclic prints, envelopes, and sends it via tracked delivery to the correct address.

This approach saves you the trip to the Post Office whilst still providing the legal protection of postal cancellation. You receive digital proof of sending and can track your letter's progress online. The service ensures your letter is professionally formatted and sent to the correct address, reducing the risk of errors that could invalidate your cancellation notice.

Following up on your cancellation

Once you have confirmed your letter has been delivered, allow a reasonable period for Dojo to process your cancellation. You should receive written confirmation acknowledging your cancellation and confirming the effective date. This confirmation should also include instructions for returning any equipment and details about final charges or refunds.

If you do not receive confirmation within two weeks of delivery, follow up with Dojo directly. Reference your cancellation letter, provide the date it was delivered, and request written confirmation. Keeping records of all communications during this period protects you if any issues arise later.

Customer reviews and tips

Understanding the experiences of other Dojo customers who have navigated the cancellation process can help you prepare for potential challenges and ensure a smoother experience. Whilst many cancellations proceed without issues, being aware of common problems helps you take preventative action.

Common experiences with cancellation

Customer feedback regarding Dojo cancellations varies considerably. Some business owners report straightforward experiences where their cancellation was processed efficiently once proper notice was provided. These customers typically emphasise the importance of following the correct procedures, providing adequate notice, and maintaining clear records of all communications.

However, other customers have reported challenges. Some mention difficulties in obtaining clear information about cancellation procedures, whilst others describe situations where cancellation requests were not processed promptly, leading to continued charges. A recurring theme in negative experiences involves disputes about whether proper notice was given or when it was received, which underscores the importance of using Recorded Delivery for your cancellation letter.

Equipment return considerations

Returning Dojo equipment properly is crucial to avoiding additional charges. Most contracts require you to return all hardware within 14 to 28 days of your cancellation date. Failing to return equipment can result in charges for unreturned items, which can be substantial given the value of payment terminals.

When returning equipment, use a tracked postal service and keep proof of return. Take photographs of the equipment showing its condition before packaging it, and retain your tracking information. This evidence protects you if Dojo claims equipment was not returned or was returned damaged. Some customers recommend requesting a returns authorisation number from Dojo before sending equipment back, as this helps ensure your return is properly processed.

Monitoring your bank account

After your cancellation date, monitor your bank account carefully to ensure Dojo has stopped taking payments. Payment processing companies typically have direct debit or continuous payment authority to collect their fees, and these arrangements should be cancelled automatically when your service terminates. However, errors can occur, resulting in continued charges after cancellation.

If you notice any charges after your cancellation date, contact Dojo immediately and request a refund. Provide copies of your cancellation notice, proof of delivery, and any confirmation you received. Under UK payment regulations, you have rights to reclaim unauthorised payments, so if Dojo does not resolve the matter promptly, you can contact your bank to dispute the charges.

Practical tips for successful cancellation

Start the cancellation process early. Calculate your notice period carefully and send your cancellation letter well in advance of when you need the service to end. This buffer time helps accommodate any administrative delays and ensures you are not paying for service beyond when you need it.

Keep meticulous records. Create a dedicated file containing your original Dojo contract, your cancellation letter, proof of delivery, all correspondence with Dojo, and records of any phone calls or emails. This organised approach makes it much easier to resolve any disputes and provides clear evidence of your actions.

Read your contract thoroughly before cancelling. Understanding your specific terms, including notice periods, early termination fees, and equipment return requirements, helps you plan your cancellation effectively and avoid unexpected charges. If any terms are unclear, seek clarification from Dojo in writing before proceeding.

Your rights as a business customer

As a business customer in the UK, you have certain rights when cancelling commercial contracts. Whilst business-to-business contracts have fewer statutory protections than consumer contracts, you are still entitled to fair treatment and clear information about cancellation procedures. The terms of your contract must be transparent and not contain unfair clauses that unreasonably favour Dojo.

If you believe Dojo is not honouring your cancellation or is charging you unfairly, you have options for recourse. You can raise a complaint through Dojo's formal complaints procedure, and if that does not resolve the matter, you may be able to escalate to the Financial Ombudsman Service, depending on your circumstances. Keeping detailed records of your cancellation process strengthens your position should you need to pursue a complaint.

Understanding your contractual rights and following proper cancellation procedures empowers you to terminate your Dojo service confidently and efficiently. By using postal cancellation via Recorded Delivery, maintaining thorough documentation, and following the guidance in this article, you protect your interests and ensure a clean break from your payment processing agreement. Remember that proper notice and clear communication are your strongest tools in achieving a successful cancellation without complications or unnecessary costs.