Cancel Loox: The Right Way to Stop Your Subscription

How to cancel Loox and stop paying for reviews you don't need

What Loox is and why you might want to cancel

Loox is a Shopify-integrated review management app that collects customer photos and videos to build social proof on your store. If you've been paying for this subscription but want to reduce costs, switch to a competitor, or pause your store altogether, you have the right to cancel without penalty or hidden charges. Tocancel exists to help you understand exactly how to do that in the UAE, and what consumer protections you have if the company tries to keep charging you.

The app automates review request emails to customers, lets shoppers upload photos and videos of products, and displays those reviews as widgets on your Shopify storefront. It syncs with Google Shopping, Meta Shops, and your Shopify theme, meaning your reviews appear across sales channels. You're billed monthly via your Shopify account, and your plan determines how many review emails you can send each month.

Why businesses cancel Loox

You might cancel because your conversion rate hasn't improved, you've found cheaper alternatives, or you're simply reducing app spending. Some store owners pause operations and no longer need the tool. Others switch to native Shopify review features or competitors like Yotpo or Trustpilot. Whatever your reason, you deserve a straightforward cancellation process and clarity on what happens to your money. Tocancel guides you through every step so you don't lose a refund opportunity or remain charged after you've quit.

Loox pricing tiers in the UAE

Understanding your plan helps you identify which cancellation method applies and whether you're overpaying. Loox offers four tiers, billed monthly in your Shopify account:

If you're on a higher tier than you need, you can downgrade instead of cancelling. However, if you want to stop paying entirely, your three paths forward are cancellation via Shopify, direct cancellation through Loox, or email request to support.

Your consumer rights when cancelling Loox in the UAE

Before you take action, understand what the law guarantees you and what you can demand if Loox refuses to cooperate.

UAE consumer protection law and your cancellation rights

The UAE Federal Law No. 24 of 2006 on Consumer Protection (and its amendments) gives you explicit rights when buying services like Loox. You have the right to cancel a subscription service within 14 days of purchase without penalty, as long as you do not start using the service during that window. After 14 days, you can still cancel, but the seller may charge a proportional fee for services already delivered. In practice, this means Loox can bill you up to the cancellation date, but nothing beyond it.

Your legal position is this: once you cancel, Loox must stop charging you immediately. Any charge that appears after your cancellation date is a billing error and you can dispute it. If Loox refuses to acknowledge your cancellation or keeps charging you, the UAE's General Authority for Consumer Protection (GACP) has the power to force the company to refund you and pay a penalty.

Do not assume that uninstalling an app from Shopify is the same as cancelling with the provider. Uninstalling stops the integration, but your billing account may remain active. You must actively cancel the subscription to trigger the company's obligation to stop charging you.

Your right to a refund

Under UAE consumer law, you are entitled to a refund if Loox fails to deliver the service as advertised or if you cancel within the statutory window. If you cancel mid-month, you are entitled to a pro-rata refund for days you did not use. For example, if you're billed AED 100 per month (30 days) and cancel on day 20, you should receive a refund for the 10 days you did not use, roughly AED 33.

Loox does not have the right to claim a "processing fee" or "early termination charge" for a SaaS subscription in the UAE. These are prohibited under consumer law. If the company refuses to refund you or delays payment beyond 14 days, escalate to the GACP with your cancellation confirmation and billing statements.

How to cancel Loox in the UAE: step-by-step methods

You have three primary cancellation routes. The fastest is via Shopify. If that fails, you can cancel directly on the Loox dashboard. If both fail, email support with documented proof of your cancellation request. Tocancel recommends following all three steps in sequence to create a clear paper trail.

Method 1: cancel Loox via your shopify admin (fastest)

This is the recommended approach because uninstalling via Shopify stops future billing immediately and is visible in your account history. Follow these steps in order:

1. Log into your Shopify Admin dashboard using your store credentials.
   • Visit admin.shopify.com and enter your store URL.
   • Use your email and password to sign in.
2. Navigate to Apps and Sales Channels from the left sidebar menu.
   • Click "Apps and Sales Channels" to see your installed applications.
3. Search for "Loox" in the search bar.
   • Type "Loox" and press Enter to find the app.
4. Click on Loox to open its app page and details panel.
   • Review the plan information and billing status.
5. Select the "Uninstall" button (the exact wording varies by Shopify version; it may say "Delete app").
   • Scroll to the bottom of the app page to find the uninstall option.
6. Confirm the uninstall when the popup appears.
   • Click "Uninstall" again to confirm you want to remove the app.
   • Your data will remain on Loox's servers, but you will no longer see the reviews widget on your store.
7. Verify the app no longer appears in your Apps and Sales Channels list.
   • Refresh the page to confirm the uninstall was successful.
   • Screenshot this confirmation for your records.

Take a screenshot of your Apps list after uninstall to prove you cancelled on a specific date. This protects you if Loox continues to bill you and you need to escalate to the GACP.

Critical timing note: If Loox bills you on the 15th of each month and you uninstall on the 20th, you have already been charged for that cycle. That charge will appear on your next Shopify billing statement. However, you should not be charged again on the 15th of the following month. If you are, that is a billing error and you can dispute it through Shopify Payments or the GACP.

Method 2: cancel directly via the Loox dashboard

If you manage your subscription directly with Loox (rather than being billed through Shopify), or if you want to cancel your account entirely and not just uninstall the app, use this method:

1. Visit loox.io and log in with your email and password.
   • Use the same credentials you use to access your Loox reviews.
2. Navigate to Account Settings or Plan and Billing (the exact location varies by dashboard version).
   • Look for a settings gear icon or a "Billing" link in the top right or left sidebar.
3. Locate the "Manage Subscription," "Cancel Plan," or "Downgrade" option.
   • Read the cancellation terms carefully before proceeding.
   • Note the effective cancellation date.
4. Select "Cancel Subscription" and confirm.
   • Loox will ask for a reason for cancellation; you do not have to disclose this, but it may help them improve.
5. Loox will send you a confirmation email; save this email in a folder labelled "Cancellations."
   • If you do not receive an email within 1 hour, proceed to Method 3 (email support).

Your confirmation email is your proof of cancellation. Forward it to Tocancel's support if you need help disputing a subsequent charge, or keep it as evidence if you file a complaint with the GACP.

Method 3: request cancellation by email to Loox support

If you've lost access to your account, forgotten your password, or the above methods aren't working, contact Loox support directly by email. This creates a documented request that Loox cannot deny receiving:

1. Compose an email to [email protected] with the subject line "Cancellation Request - Immediate."
   • Use a professional tone and be direct.
2. In the email body, include:
   • Your full name and Shopify store URL or Loox account email address.
   • A clear statement: "I request immediate cancellation of my Loox subscription effective today, [date]. Please confirm receipt and provide a cancellation confirmation number."
   • A screenshot of your Shopify Admin showing the Loox app, or your most recent billing statement showing the charge.
   • Your phone number (so Loox can reach you to confirm).
3. Send the email using a monitored inbox (not a spam account).
   • Use Loox's registered email address for the account if possible.
4. Expect a response within 24 to 48 business hours.
   • If Loox does not respond, resend the email with "FOLLOW-UP: " in the subject line.
   • If there is still no response after 5 business days, escalate (see section below).
5. When Loox replies, ask them to confirm in writing:
   • "Your subscription will cease on [date]. No further charges will be applied to your account after this date."
   • Ask for a refund of any charges applied after your cancellation date.
6. Save all email correspondence in a folder or export as PDF.
   • You will need this if you escalate to the GACP or dispute the charge through Shopify Payments.

Email creates a legal record. Loox cannot later claim they never received your cancellation request if you have a timestamp and delivery confirmation.

What happens after you cancel Loox

Cancellation is not instant, and several things change in your account immediately. Understand what to expect so you're not surprised by what you see (or don't see) over the next few days.

Timeline and what to monitor

After you cancel, follow this timeline to ensure the process completes:

Your reviews data remains on Loox's servers for 90 days after cancellation, so you can request an export if you want to archive them elsewhere. After 90 days, Loox may delete your data, so act quickly if you want to preserve those reviews.

Retrieving your review data

Before your cancellation takes full effect, export your review data if you want to keep a record. Log into your Loox account, navigate to Settings, and look for an "Export" or "Download data" option. Some review platforms charge for this; Loox typically allows one free export per account. If you cannot find the export option, email [email protected] and request a full data export in CSV or JSON format. This protects you if you later want to migrate to a different review app or dispute a quality-of-service complaint.

Refunds and disputed charges

You deserve a refund if Loox fails to provide the service or if you cancel within your rights. Here's how to claim it and escalate if the company refuses.

When you qualify for a refund

You are entitled to a refund in these situations:

• You cancel within 14 days of your first charge and have not actively used the service.
• You cancel mid-month and request a pro-rata refund for unused days.
• Loox continues to charge you after you've successfully cancelled.
• The app fails to function (e.g., reviews don't display, emails aren't sent) and Loox cannot fix it within 5 business days.
• Loox misrepresents the service (e.g., claims unlimited reviews but imposes hidden limits).

In each case, you do not need Loox's permission to claim a refund under UAE consumer law. You can initiate a chargeback through Shopify Payments, your bank, or your credit card company if Loox refuses.

How to request a refund from Loox

Start by asking Loox directly:

1. Email [email protected] with the subject "Refund Request."
2. Include your Shopify store URL, your billing email, and the specific charge you want refunded (date and amount).
3. State the reason clearly: "I cancelled my subscription on [date] and am entitled to a pro-rata refund for [number of unused days]" or "I was charged after my cancellation date."
4. Request the refund within 14 days of the charge.
5. Ask for a timeline: "Please process this refund within 7 business days and confirm by email."
6. Save the reply and monitor your bank account.

Loox should refund you within 7 to 14 business days. If the refund doesn't appear, proceed to the escalation section below.

Dispute the charge through shopify payments

If Loox refuses to refund you or doesn't respond within 7 days, dispute the charge through Shopify Payments:

1. Log into your Shopify Admin and go to Finances > Billing.
2. Find the Loox charge you want to dispute.
3. Click the charge and select "Dispute" or "Report unauthorized charge."
4. Choose "Refund requested by customer" and upload your cancellation confirmation email or screenshot.
5. Shopify will contact Loox on your behalf and investigate. Shopify typically resolves disputes within 10 business days.

Shopify acts as an intermediary and is obliged under UAE law to investigate consumer complaints fairly. If Loox cannot prove the charge was authorised after your cancellation date, Shopify will reverse it.

Escalate to the UAE's general authority for consumer protection

If Loox refuses to refund you and Shopify's dispute process fails, file a formal complaint with the GACP. This is your final lever, and Loox must cooperate:

1. Visit the GACP website at ec.gov.ae (English version available).
2. Click "File a Complaint" and select "E-commerce or digital service."
3. Fill in the form with:
   • Your name, email, and phone number.
   • Loox's service details (website, app name, subscription plan).
   • A clear description of the billing error or refusal to cancel.
   • Dates of your cancellation request and subsequent charges.
   • Copies of all emails, screenshots, and bank statements showing the disputed charge.
4. The GACP will review your complaint and contact Loox within 5 business days.
5. Loox is legally required to respond. If they refuse or don't respond, the GACP can issue a formal order requiring them to refund you and pay a penalty.

Filing with the GACP is free and you do not need a lawyer. This is your statutory right under UAE consumer law. Most companies comply immediately once a GACP complaint is filed because non-compliance carries significant fines.

Common cancellation mistakes and how to avoid them

Cancellation seems simple, but many store owners make mistakes that cost them money or leave them exposed to continued billing. Learn what to avoid so you don't become trapped by Loox's billing cycle.

Mistake 1: uninstalling the app without cancelling the subscription

This is the most common error. Uninstalling Loox from Shopify removes the widget from your store, but your subscription account remains active and you continue to be billed. The app no longer works, but you're still paying for it. To avoid this, always follow the cancellation method (dashboard or email) after uninstalling via Shopify. Do both, not one or the other.

Mistake 2: not saving your cancellation confirmation

If you cancel via the Loox dashboard and don't screenshot the confirmation page or save the confirmation email, you have no proof you cancelled. If Loox continues to charge you, they can claim you never requested cancellation. Always screenshot and save. Create a folder on your computer labelled "App Cancellations" and store every confirmation there. This also helps Tocancel and the GACP if you need to escalate.

Mistake 3: cancelling too close to your billing date

If you're billed on the 15th of each month and cancel on the 14th, you're still charged on the 15th because the billing system has already processed the cycle. Check your Loox plan details to find your exact billing date, then cancel at least 5 days earlier to ensure the cancellation processes before the next charge. If you miss this window, budget for one more month and submit a refund request immediately after the charge posts.

Mistake 4: assuming Loox will refund you automatically

Loox does not automatically refund you for unused days. You must request it explicitly. Even if you cancel mid-month, the company will only refund you if you ask within 14 days of the charge. Don't assume it's automatic. Email support the day you cancel and state clearly: "Please issue a pro-rata refund for unused days." This creates a paper trail and forces Loox to respond.

Mistake 5: not keeping records of every interaction

If you email Loox support and they don't respond, or if they cancel you but continue charging, you need evidence of your requests. Forward every email to yourself with a timestamp. Take screenshots of every dashboard page showing your cancellation request. If you ever need to file a complaint with the GACP or dispute a charge, you'll thank yourself for keeping these records. Tocancel recommends creating a spreadsheet with the date, method, and confirmation of every cancellation attempt.

After cancellation: your next steps

Once you've successfully cancelled Loox, your work isn't finished. Monitor your billing and follow these steps to close the loop.

Monitor your next billing statement

On your next scheduled billing date, log into Shopify and review your Finances section. You should see no charge from Loox. If a charge appears, it's a billing error. Screenshot it immediately, then follow the dispute process outlined above. Don't wait; dispute it within 30 days of the charge so you don't lose your chargeback rights.

Check your review widget has been removed

Visit your Shopify storefront (the front-facing store, not the Admin) and verify that the Loox review widget no longer appears. If it's still showing, uninstall the app again or contact Shopify support. The widget should disappear within 2 hours of cancellation, but sometimes Shopify's cache delays this. Wait 24 hours, then check again. If the widget persists after 24 hours, this suggests the uninstall didn't work and you may still be running the app; in this case, cancel again immediately.

Consider alternative review platforms

If you cancelled because Loox didn't meet your needs, you might consider alternatives. Native Shopify reviews are free but limited. Yotpo, Trustpilot, and Kustomer offer more features at various price points. Before switching, make sure the new platform integrates with Shopify and allows you to import your existing reviews from Loox (many do via CSV export). This avoids losing your social proof during the migration.

Document your cancellation for tax and accounting purposes

If your business uses accounting software (Xero, QuickBooks, FreshBooks), document the cancellation date in your records. This helps you avoid being charged for the subscription in future financial audits and ensures your expense records are accurate. Note the refund amount (if any) as a deduction in the month you received it.

Pricing comparison: Loox and alternatives

Before you finalize your cancellation decision, compare Loox to other review platforms available in the UAE. This table shows the key differences to help you choose the right platform for your store:

If you're cancelling Loox to reduce costs, Shopify's native review feature may be sufficient. If you need video reviews and social proof, expect to pay AED 35-350 per month (USD 9-99) depending on the platform. Tocancel recommends evaluating your conversion data over 90 days before committing to a new platform; many store owners cancel review apps because they haven't given them enough time to generate results, not because the tool is broken.

Your cancellation checklist

Use this checklist to ensure you've completed every step and protected yourself legally:

• Write down your Shopify store URL and your Loox account email address.
• Note your Loox billing date (found in Account Settings or Shopify Billing).
• If your billing date is within 5 days, plan to cancel after the charge posts and request a refund instead.
• Log into your Shopify Admin and navigate to Apps and Sales Channels.
• Uninstall Loox and screenshot the confirmation.
• Log into your Loox dashboard and navigate to Plan and Billing.
• Click Cancel Subscription and screenshot the confirmation.
• Save the confirmation email from Loox (or send a follow-up email if you don't receive one within 1 hour).
• Send an email to [email protected] asking for written confirmation of your cancellation date.
• Create a folder labelled "Loox Cancellation" and save all screenshots, emails, and documents there.
• Wait 2 hours and visit your storefront to confirm the Loox widget is gone.
• On your next Shopify billing date, check your Finances section for any Loox charges.
• If a charge appears, screenshot it and dispute it immediately through Shopify Payments.
• If Shopify's dispute fails, file a complaint with the GACP at ec.gov.ae within 30 days of the charge.
• Monitor your bank account for any refund from Loox (expect 7-14 days).

Loox reviews: what store owners say

Real store owners in the UAE and globally have shared their experiences with Loox. Here's what they commonly report:

Pros: Easy setup, integrates seamlessly with Shopify, automated email collection, video reviews build trust, support responds quickly to technical issues, works across sales channels (Google Shopping, Meta).

Cons: Higher plans are expensive for small stores, reviews don't display if you disable JavaScript, customer email requests sometimes go to spam folders, no built-in review moderation (you must manually approve), difficult to import reviews from other platforms, cancellation process is not clearly signposted in the app.

Many cancellations happen because store owners expect reviews to drive an immediate conversion lift. In reality, building a review collection takes 3-6 months and results are gradual. If you've only used Loox for 4 weeks, consider running it for at least 90 days before cancelling. If you've used it for 6+ months and seen no improvement, then cancellation and a refund request are justified.

Contact information and support

If you need to contact Loox during or after the cancellation process, use these official channels:

Loox support email: [email protected]

Loox website: loox.io

General Authority for Consumer Protection (GACP, UAE): ec.gov.ae (complaint portal in English available)

Shopify Payments support: From your Shopify Admin, go to Help > Contact Support

If you need guidance on your consumer rights or help drafting a cancellation email, Tocancel is here to support you. Tocancel has helped thousands of consumers cancel subscriptions they no longer need and claim refunds they're entitled to. Visit Tocancel.com to access free templates, live chat support, and detailed guides for every major SaaS platform used in the UAE and globally. Remember: you have the right to cancel, the right to a refund, and the right to escalate to the GACP if the company refuses to cooperate. Exercise these rights with confidence.