Cancelling Joyn: what to do, and when?

You cancel Joyn using the form at joyn.be/stop, at least 30 days before the end of your contract year. This is set out in article 11.1 of the terms and conditions (checked on 25 October 2026). They also say that cancelling by e-mail or post is not accepted, that the contract otherwise renews for a year, and that amounts already paid are not refunded.

This article gives the step-by-step plan: first the date, then the cancellation itself, then what to do about your customers and their points. It is practical information, not legal advice, and your contract may differ from the public terms.

What do the terms say about duration and cancellation?

According to article 11.1 of Joyn’s terms and conditions:

• the first contract runs for one year,
• it is renewed every year unless you cancel at least 30 days before the end,
• you cancel through the form at joyn.be/stop; cancelling by e-mail or post is not accepted,
• amounts already paid are not refunded.

Joyn’s subscriptions page also states that prices apply to an annual contract and exclude VAT.

Step by step: how to cancel

1. Find your start date. Look in your contract or confirmation e-mail for the date your subscription began. The end of the contract year is one year later, and every year after that.
2. Count back 30 days. That is your last cancellation date. Add a safety margin of a week or two and set a reminder in your diary.
3. Ask for your customer data. Ask Joyn in writing beforehand which data you can take with you and in what format. Do not wait until the last week.
4. Fill in the form at joyn.be/stop. Use the form, not an e-mail or a letter, because under the terms other channels are not accepted.
5. Keep the proof. Take a screenshot of the confirmation and keep any confirmation e-mail. That way you can show later that you cancelled, and when.
6. Check the confirmation and the billing. Make sure you receive a confirmation and that no new invoices follow after the end date. Contact Joyn if anything looks wrong.

What do you do about your customers’ points?

Under Joyn’s terms, if the agreement ends after cancellation, you keep honouring customers’ points for one more month. That gives you a clear transition period.

A practical plan:

• Tell your customers well in advance, at the till and through your own channels: until when they can use their points, and what the new card will be.
• Let them use their balance during that month.
• Decide for yourself whether to make a gesture for customers who switch with a large balance, for example a free extra on their first visit with the new card. That is your choice and your cost.

How do you set up the new card without a gap?

The easiest approach is to start the new card while Joyn is still running, so your team and your customers can get used to it. With Fidelia you can do that using the 14-day free trial: you create the card, print the QR stand and let your first customers add the card to their phone. The card lives in Apple Wallet and Google Wallet, so there is no app. After that, you pay from €29 a month, excluding VAT.

Two things to remember: choose a stamp rule your team can explain in one sentence, and put the old Joyn cards away at the till as soon as you switch, so there is no confusion.

Common mistakes when cancelling

• Missing the date and being locked in for another year.
• Cancelling by e-mail or letter when the form is required.
• Not keeping proof of the cancellation.
• Not telling customers, so they suddenly seem to lose their points.
• Starting the new card too late, leaving you briefly without a loyalty system.

In short

Cancel Joyn at joyn.be/stop, at least 30 days before your contract year ends, keep the proof and make a plan for your customers’ points. Not sure where to go yet? First read what to check in choosing a Joyn alternative, or see Fidelia’s pricing and the home page.