Terminate contract

FAQs about terminating your contract

Learn how to terminate your contract. On this page, you'll find FAQs about the terminationcancellation process and the necessary steps.

How can I terminate my contract?
Stationary
E-Commerce
We're sorry to hear that you no longer wish to use our services.
Please use our contact form to cancel one of our services.
IMPORTANT:
Please have your terminal ID ready for proper allocation (VU, debtor or customer number are also acceptable).
What deadlines do I have to observe when terminating?
The contract must be cancelled at least 3 months before the end of the contract term to avoid automatic renewal for another 12 months.
Please note that there may be exceptions with individual deadlines.
Can I also terminate my contract by e-mail?
Stationary
E-Commerce
Contract termination via e-mail is not possible.
Please use our contact form for all termination requests.
IMPORTANT:
Please have your terminal ID ready for proper allocation (VU, debtor or customer number are also acceptable).
Where should I send my notice of termination?
Stationary
E-Commerce
To cancel one of our services, please use our contact form.
IMPORTANT:
Please have your terminal ID ready for proper allocation (VU, debtor or customer number are also acceptable).
What information must my notice of termination contain?
Stationary
E-Commerce
Through our contact form, we collect all relevant information from you.
IMPORTANT:
Please have your terminal ID ready for proper allocation (VU, debtor or customer number are also acceptable).
How do I terminate when I close my business?
Stationary
E-Commerce
To allow for early termination of the fixed contract period, proof of business deregistration is required. A business re-registration does not meet the necessary criteria. If business deregistration is not available, a landlord’s confirmation of termination and vacating of the business premises must be provided instead. For medical institutions, a de-registration certificate of the medical license must be submitted to PAYONE.
Please use our contact form to cancel one of our services and select "Business Closure" from the dropdown menu.
How long will it take to process my termination?
The processing of a termination usually takes about 5 to 10 working days. In exceptional cases, processing times may be longer.
What confirmations will I receive after terminating?
You will receive a written confirmation of termination via e-mail.
What do I do if I don't receive a confirmation of termination?
Stationary
E-Commerce
If you have not received a termination confirmation, first ensure that your completed termination form was sent correctly. Please check the proof of dispatch.
Then, contact our customer service to inquire about the status of your termination. Provide all relevant details, such as your terminal or customer ID and the date you submitted the termination. Keep a record of all your contact attempts in case you need proof later.
What alternative solutions are there instead of termination?
Instead of termination, the following alternative solutions may be of interest to you:
Contract amendment: Adjusting the contract terms to better meet your current needs.
Contract transfer: Transferring the contract to another person or company.
Additional support: Using additional support or services to resolve existing issues.
Please inquire about these options through our contact form so we can find the right solution for you.
What reasons can I give for terminating?
You can submit your notice of termination for various reasons, such as insolvency, cost concerns or an inadequate product offering for your needs (e.g., missing payment methods or innovations).
A termination can also occur due to an incompatible POS connection, lack of a personal contact, reliability issues with the technical platform, change of ownership, business closure or a delayed business opening.
Is there a termination template I can use?
Stationary
E-Commerce
To cancel one of our services, please use our contact form.
IMPORTANT:
Please have your terminal ID ready for proper allocation (VU, debtor or customer number are also acceptable).
Can I revoke my termination?
Yes, it is possible to reverse your cancellation, provided this is done within three months of the cancellation date. If this period is exceeded, a new contract will be necessary.
Our customer retention team is ready to offer you alternative solutions. To initiate the retention process, please also use our contact form for sales inquiries.
Can I take out another contract after terminating?
Yes, after termination, you can sign a new contract at any time. We would be delighted to welcome you back as a customer.
Please contact our sales team to discuss the details and find the best terms for you. We are happy to assist you in ensuring a smooth restart.