Ending your Acuity Scheduling membership made easy

About Acuity Scheduling

Acuity Scheduling represents a comprehensive online appointment scheduling platform that enables businesses, service providers, and independent professionals to manage their booking systems efficiently. Operating within the United Kingdom market, this software-as-a-service solution facilitates automated appointment booking, calendar synchronisation, payment processing, and client communication management. The platform, which was acquired by Squarespace in 2019, serves a diverse range of sectors including healthcare practitioners, beauty therapists, consultants, educators, and professional services providers.

In accordance with UK data protection regulations, Acuity Scheduling processes personal information pursuant to the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. The service operates on a subscription-based model, whereby users enter into a contractual relationship that establishes specific terms governing service provision, payment obligations, and termination procedures. Understanding these contractual parameters proves essential for subscribers who may subsequently wish to discontinue their service arrangement.

The platform's functionality encompasses real-time availability display, automated confirmation and reminder communications, intake form customisation, and integration capabilities with various third-party applications. Furthermore, the system provides timezone detection, multiple calendar synchronisation, and comprehensive reporting features. These technical capabilities position Acuity Scheduling as a sophisticated business tool, yet the contractual obligations associated with its use require careful consideration, particularly regarding termination procedures.

Membership options and costs

Available subscription tiers

Acuity Scheduling operates a tiered pricing structure designed to accommodate varying business requirements and scales of operation. The subscription model comprises multiple service levels, each conferring distinct features and capabilities. Consequently, the contractual obligations and cancellation procedures may vary depending upon the specific tier to which a subscriber has committed.

Contractual payment obligations

The subscription agreement establishes a continuing payment obligation that persists until such time as the contract is properly terminated in accordance with the stipulated procedures. Monthly subscriptions typically operate on an automatic renewal basis, whereby payment is processed at regular intervals without requiring affirmative action from the subscriber. This automatic renewal mechanism, whilst convenient for continuing users, necessitates proactive cancellation measures for those wishing to terminate their service.

Annual subscription arrangements present distinct contractual considerations. Subscribers who elect annual payment terms generally benefit from reduced per-month costs; nevertheless, such arrangements may incorporate specific provisions regarding early termination and potential refund entitlements. The terms and conditions governing these arrangements warrant careful examination, particularly concerning any notice periods or financial implications associated with premature contract termination.

Additional costs and considerations

Beyond the base subscription fees, certain usage scenarios may incur supplementary charges. Payment processing fees, for instance, apply when subscribers utilise the integrated payment collection functionality. These transaction-based charges, whilst separate from the core subscription cost, form part of the overall contractual relationship. Furthermore, subscribers should note that certain third-party integrations may necessitate separate contractual arrangements with external service providers.

Understanding your cancellation rights

Consumer Rights Act 2015 provisions

The Consumer Rights Act 2015 establishes fundamental protections for consumers entering into contracts for services within the United Kingdom. In accordance with this statutory framework, consumers possess specific rights regarding contract termination, service quality expectations, and remedies for non-conforming service provision. These provisions apply to subscription-based software services, including appointment scheduling platforms such as Acuity Scheduling.

Pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers who enter into distance contracts—those concluded without simultaneous physical presence of both parties—benefit from a statutory cooling-off period. This period, extending fourteen days from contract conclusion, permits cancellation without penalty or stated reason. Nevertheless, subscribers should note that this right applies specifically to new contracts and does not confer an ongoing right to cancel established subscriptions without regard to contractual notice provisions.

Contractual notice requirements

Beyond statutory consumer protections, the specific terms and conditions governing Acuity Scheduling subscriptions establish contractual notice requirements. These provisions typically stipulate that subscribers must provide advance notification of their intention to terminate the service relationship. The requisite notice period ensures orderly contract conclusion and prevents automatic renewal charges from being processed.

Monthly subscription arrangements generally require cancellation prior to the next billing cycle to avoid charges for the subsequent period. Consequently, subscribers must ensure their cancellation communication is delivered with sufficient time for processing before the renewal date. Annual subscriptions may incorporate different provisions, potentially including requirements for notice several weeks in advance of the renewal date.

Documentation and evidence requirements

The importance of maintaining comprehensive documentation throughout the cancellation process cannot be overstated. Proper record-keeping serves multiple purposes: it provides evidence of compliance with contractual notice requirements, establishes a clear timeline of communications, and furnishes proof of cancellation should disputes subsequently arise regarding billing or service continuation.

Postal cancellation via Recorded Delivery or Special Delivery services offers superior evidential value compared to alternative communication methods. These postal services generate tracking information and delivery confirmation, creating an independent record of when cancellation notification was dispatched and received. This documentation proves particularly valuable should questions arise concerning whether adequate notice was provided in accordance with contractual requirements.

Step-by-step postal cancellation guide

Why postal cancellation provides optimal protection

Postal cancellation represents the most robust method for terminating subscription agreements from a legal and evidential perspective. This approach generates tangible proof of communication dispatch and receipt, elements that prove crucial should disputes arise regarding cancellation timing or effectiveness. Furthermore, postal communication creates a formal record that exists independently of the service provider's internal systems, which may be subject to technical failures or administrative oversights.

The use of Royal Mail's tracked services—specifically Recorded Delivery or Special Delivery—ensures that your cancellation communication is documented at multiple points throughout the delivery process. These services provide a certificate of posting, tracking information accessible online, and confirmation of delivery including the date and time of receipt. Consequently, postal cancellation eliminates ambiguity regarding whether notification was properly provided within required timeframes.

Preparing your cancellation correspondence

Your cancellation letter should incorporate several essential elements to ensure legal sufficiency and clarity of intention. The communication must unambiguously express your intention to terminate the subscription agreement, identify the specific account to which the cancellation relates, and specify the desired effective date of termination. Including your account details, registered email address, and any relevant customer reference numbers facilitates accurate processing and reduces the likelihood of administrative errors.

The correspondence should reference the contractual basis for cancellation and confirm compliance with any stipulated notice periods. Additionally, it proves prudent to request written confirmation of the cancellation and clarification regarding any final charges that may be processed. Maintaining a copy of all correspondence for your records ensures you possess complete documentation of the cancellation process.

Essential information to include

Your cancellation communication should contain the following components: your full name as it appears on the account, the email address associated with your Acuity Scheduling subscription, any customer or account reference number, a clear statement of your intention to cancel, the date from which you wish the cancellation to take effect, and a request for written confirmation of the cancellation. Furthermore, include your contact details for any necessary follow-up communications.

Addressing your cancellation letter

Acuity Scheduling, as a division of Squarespace following its acquisition, operates through its parent company's infrastructure. For postal correspondence regarding UK subscriptions, communications should be directed to the company's registered address. However, it is important to note that Acuity Scheduling primarily operates as a digital service, and obtaining a specific postal address for cancellation correspondence may require initial contact through their support channels to confirm the appropriate destination for formal written notices.

Given the digital nature of the service and its integration within the Squarespace ecosystem, subscribers should verify the current appropriate postal address for cancellation correspondence by consulting the most recent terms of service documentation or contacting customer support to obtain this information before dispatching cancellation letters.

Selecting appropriate postal services

Royal Mail offers several tracked postal services suitable for cancellation correspondence. Recorded Delivery provides tracking and confirmation of delivery, with compensation available should items go missing. Special Delivery Guaranteed offers enhanced features including guaranteed next-day delivery by 1pm, higher compensation limits, and more detailed tracking information. The selection between these services depends upon urgency requirements and desired levels of security.

The additional cost associated with tracked postal services—typically ranging from £3 to £7 depending upon the service selected—represents a prudent investment considering the evidential value provided. This expenditure ensures you possess independent proof of compliance with cancellation requirements, potentially preventing disputes regarding ongoing payment obligations.

Utilising professional letter services

Services such as Postclic offer an alternative approach to postal cancellation that combines the evidential benefits of tracked postal communication with enhanced convenience. These platforms enable users to compose, format, and dispatch cancellation letters digitally, with the service handling printing, envelope preparation, and posting through Royal Mail's tracked services. Consequently, users benefit from professional presentation, time savings, and digital proof of dispatch without requiring physical attendance at postal facilities.

Furthermore, such services maintain digital records of all correspondence, providing easily accessible documentation for future reference. This approach proves particularly valuable for individuals managing multiple subscription cancellations or those requiring streamlined administrative processes. The professional formatting ensures all necessary elements are properly presented, reducing the risk of processing delays due to unclear or incomplete information.

Timeline and follow-up procedures

Following dispatch of your cancellation letter, monitoring the tracking information ensures you can confirm delivery. Upon confirmation of receipt, allow a reasonable period—typically five to ten business days—for administrative processing. Should you fail to receive written confirmation of cancellation within this timeframe, follow-up communication becomes necessary to verify that your cancellation has been properly recorded and processed.

Maintain vigilance regarding your payment method to ensure no further charges are processed following the intended cancellation date. Should unauthorised charges appear, your postal cancellation documentation provides the evidence necessary to dispute such transactions with your financial institution and pursue refunds through appropriate channels.

Common reasons for cancelling

Business operational changes

Subscribers frequently terminate their Acuity Scheduling agreements due to fundamental changes in their business operations. Cessation of trading, business model pivots that eliminate appointment-based services, or transitions to employment arrangements that obviate the need for independent scheduling systems all constitute legitimate operational reasons for contract termination. Furthermore, businesses experiencing reduced client volumes may determine that the subscription cost no longer justifies the benefits provided, particularly if appointment volumes have declined to levels manageable through simpler, cost-free alternatives.

Migration to alternative platforms

The competitive landscape of scheduling software continues to evolve, with numerous alternative platforms offering varying feature sets, pricing structures, and integration capabilities. Subscribers may identify alternative solutions that better align with their specific requirements, offer superior functionality for their particular use case, or provide more favourable pricing arrangements. Additionally, businesses utilising comprehensive practice management or customer relationship management systems may discover that integrated scheduling functionality within these broader platforms eliminates the need for standalone scheduling software.

Cost considerations and financial constraints

Subscription costs, whilst individually modest, accumulate significantly when businesses maintain multiple software service subscriptions. During periods of financial constraint or when reviewing operational expenditures, businesses may scrutinise recurring costs and determine that certain subscriptions no longer deliver sufficient value to justify their continuation. This evaluation proves particularly relevant for businesses in early operational stages or those experiencing challenging trading conditions.

Technical or functional limitations

Subscribers occasionally encounter technical limitations or functional constraints that impede their ability to utilise the platform effectively for their intended purposes. Integration difficulties with existing systems, limitations in customisation options, or inadequate features for specific industry requirements may prompt users to seek alternative solutions. Furthermore, changes in business requirements over time may result in the platform's capabilities no longer aligning with operational needs.

Service quality concerns

Issues relating to platform reliability, customer support responsiveness, or feature functionality may contribute to cancellation decisions. In accordance with the Consumer Rights Act 2015, services must be provided with reasonable care and skill. Should subscribers experience persistent technical difficulties, inadequate support responses, or service performance that fails to meet reasonable expectations, these circumstances may justify contract termination and potentially entitle subscribers to remedies including partial refunds.

Regulatory or compliance considerations

Certain professional sectors operate under specific regulatory frameworks governing data handling, client communication, and record-keeping practices. Subscribers may determine that Acuity Scheduling's data processing arrangements, security measures, or compliance certifications do not adequately address their regulatory obligations. Consequently, migration to platforms offering enhanced compliance features or more robust security credentials becomes necessary to maintain regulatory compliance.

Important considerations before cancelling

Data export and preservation

Prior to finalising cancellation, subscribers must address data preservation requirements. Acuity Scheduling contains valuable business information including client contact details, appointment histories, payment records, and custom form responses. Exporting this data before account termination ensures continued access to information that may be required for ongoing business operations, tax compliance, or regulatory record-keeping obligations. The platform provides data export functionality; nevertheless, subscribers should verify that exported data is complete and in usable formats before proceeding with cancellation.

Client communication and transition planning

Professional service providers should implement appropriate client communication strategies before cancelling scheduling platforms. Clients accustomed to booking through Acuity Scheduling require notification of alternative booking arrangements. Furthermore, any outstanding appointments scheduled through the platform must be preserved and communicated through alternative channels to prevent client confusion or missed appointments that could damage professional relationships.

Financial reconciliation

Subscribers utilising Acuity Scheduling's integrated payment processing should ensure all outstanding transactions have been properly settled and funds transferred before account closure. Additionally, reviewing the final billing cycle and confirming no unexpected charges will be processed provides financial clarity. Understanding any potential refund entitlements for unused portions of annual subscriptions requires examination of the specific contractual terms governing your subscription tier.

Alternative solutions evaluation

Before terminating your current scheduling solution, ensuring you have identified and implemented a suitable alternative prevents service disruption. Whether transitioning to a different scheduling platform, implementing manual booking systems, or integrating scheduling functionality within broader business management software, having replacement systems operational before cancellation maintains business continuity and prevents client service interruptions.

The decision to cancel Acuity Scheduling, like any contractual termination, requires careful consideration of legal obligations, proper adherence to notice requirements, and comprehensive documentation. Postal cancellation via tracked services provides optimal protection and evidential value, ensuring compliance with contractual requirements whilst creating independent proof of proper notification. Services such as Postclic streamline this process, combining the legal benefits of formal postal communication with modern convenience and digital record-keeping. By following proper procedures and maintaining thorough documentation, subscribers can terminate their agreements confidently whilst protecting their legal position and ensuring no ongoing payment obligations persist beyond their intended cancellation date.