Dojo branded a ‘rip-off’ over automatically adding ‘optional’ charges without stores’ explicit permission

Card merchant firm Dojo has been accused of ripping off retailers  by automatically adding a £5 per month ‘optional’ charge to their accounts without their explicit permission.

Messages from the card merchant firm to stores, seen by Better Retailing announced Dojo’s new £5 per month per card machine ‘Hardware Care’ service, which allows stores to replace damaged devices without additional cost.

The message read: “From 4 November we’ll automatically add this service to your account.”

Retailers reacted angrily to being automatically opted into the service, with the main message to stores also failing to prominently state that the service is optional, or provide prominent information on how to opt out of the service. ‘Dojo is a rip-off’ responded one shop owner.

Challenged by Better Retailing on why the retailers were automatically opted into an optional charge without their explicit permission, a Dojo spokesperson failed to provide an answer.

Asked why Dojo had not prominently shown that the service is optional, the company said it had sent stores information on the change each month from August onwards, with more planned for later this month.

The spokesperson claimed: “The full email clearly explains how customers can choose Hardware Care Light which is a free of charge option. [To opt out of the charge] customers simply need to click the link in the email and fill out a short form, or they can call our customer service team where the average pick-up time is less than two minutes.

Explaining the service, the email from Dojo to stores claimed those with the £5 per month service would ‘never miss a transaction’ by receiving ‘next day replacements’ for broken card machines. Stores that opt out of the £5 per month service will receive replacements within two to three business days, and additional fees ‘may apply’ if the replacement is not caused by faulty equipment or a ‘Dojo system failure’.