How to Cancel Paymentsense (UK 2026)

First, the thing Paymentsense will not lead with: it is Dojo now

Dojo is the brand of Paymentsense Limited. The company launched Dojo, moved its new business onto it, and left many existing merchants running on legacy Paymentsense contracts, pricing and hardware. Two things follow from that. First, if you cancel Paymentsense and sign with Dojo, you have not left the company, you have moved from its old terms to its current ones, and any guide that pretends otherwise is selling you something. Second, that move can still be genuinely worth making: current Dojo terms are more modern than legacy Paymentsense ones (a 12-month contract or a rolling option, no early exit fee, next-day settlement), and arranged through MerchantSwitch the Dojo terminal comes free with no monthly rental for the life of the contract. The question to answer before Step 1 is simple: is your problem the deal, or the firm? Old pricing and old kit point to moving within the group; a relationship you want out of points to a genuine exit, and both routes are covered below.

Paymentsense contract terms at a glance

Step 1: Find your agreement and read the notice clause

Legacy contracts vary, so pull out your paperwork and note the start date, minimum term and notice clause. Paymentsense’s help centre states a minimum of 90 days notice to cancel, so plan around 90 days unless your agreement clearly says less; merchants who have rolled onto monthly terms may be shorter. If you cannot find your copy, ask support to re-issue it, which they must do.

Step 2: Ask for your exit figure in writing

Paymentsense does not publish early termination fees for legacy contracts. Before serving notice, ask the direct question: what does leaving cost, itemised, in writing? Inside the minimum term, expect the agreement to govern what remains payable; outside it, the main cost is usually the 90 days of notice itself. An itemised figure lets you check every line against your contract, and challenge the ones that are not in it.

Step 3: Serve your notice, and make it provable

Contact Paymentsense with your Merchant ID and state plainly that you are giving notice to cancel. Then put it in writing, referencing the date of the call, so the 90 days runs from a date you can prove.

Cancellation letter template

[Your Business Name] [Your Address] [Date] Paymentsense Limited [Address for notices as stated in your agreement] Dear Paymentsense, RE: NOTICE OF CONTRACT TERMINATION Merchant ID: [YOUR MERCHANT ID] Account name: [YOUR BUSINESS NAME] I am writing to give formal notice to terminate my agreement with Paymentsense, in accordance with my agreement dated [CONTRACT DATE] and your published minimum notice period of 90 days. Please confirm in writing: 1. My contract end date following the notice period 2. An itemised statement of any outstanding balance or exit fees 3. Arrangements for courier collection of my card machine 4. The date on which Direct Debit collections will cease Yours faithfully, [Your Name] [Position]

Step 4: Expect a retention conversation, possibly wearing a Dojo badge

A legacy Paymentsense merchant serving notice is exactly who the company wants to move onto Dojo, so expect the retention offer to be a Dojo one: new terminal, current pricing, modern contract. Judge it like any other offer: get it in writing, check the contract length and exit terms, and compare it against independent quotes. One honest note in its favour: current Dojo terms run 12 months and then roll monthly with one month's notice, and the first 30 days are commitment-free, so accepting a move to Dojo does not lock you in the way a legacy renewal did. And if you would rather have that offer with a free terminal and no monthly rental, that is the version we arrange.

Step 5: Hand the terminal to the courier

Paymentsense arranges courier collection of the card machine as part of cancellation, which is more civilised than most providers. Your job is evidence: photograph the terminal, dock and cables before handover, get the collection reference, and chase written confirmation that the equipment was received, so a warehouse mix-up cannot become a charge on your final statement.

Step 6: Cancel the Direct Debit last

Keep the Direct Debit live until you hold written confirmation of closure and the final statement has settled. Charges can land during and just after the notice period, and an unpaid final statement is how a tidy cancellation turns into a debt collection letter.

If the cancellation goes wrong

Complain formally and ask for a final response. If you are unhappy with the answer and your business qualifies (most independent businesses do), you can take it to the Financial Ombudsman Service within six months of the final response. Our guide to complaining about a card machine provider covers eligibility, deadlines and the letter to send.

Your alternatives, honestly framed

Dojo appears below because moving from legacy Paymentsense terms to current Dojo terms is a real option many merchants take, but remember it is the same company. SumUp and Square are the clean breaks: different firms, no contract, flat pay-as-you-go rates.

Frequently asked questions about cancelling Paymentsense

Need help deciding?

Call 0333 041 3933 for a free review of your Paymentsense agreement. We will price both routes, current Dojo terms with a free terminal and no monthly rental, or a full exit to another provider, and tell you plainly which one the numbers favour.