Cancel Loox: The Right Way to Manage Your Reviews

How to cancel Loox and reclaim control of your shopify review management

Why you might cancel Loox and what your options are

Loox is a Shopify app designed to collect, display, and manage customer reviews complete with photos and videos for your online store. It automates review requests from buyers and embeds review widgets directly on your product pages to build social proof and customer confidence.

Many New Zealand e-commerce merchants use Loox to boost conversion rates and gather visual testimonials from real customers. However, if the service no longer aligns with your budget, your business goals, or your review strategy, you have every right to cancel. Whether you're switching to a competitor, scaling back, or managing costs, Tocancel is here to walk you through the cancellation process with clarity and confidence.

Common reasons to cancel Loox

You might choose to cancel if you're seeking lower subscription costs, moving to a different review platform, or reducing your review collection efforts. Some merchants also cancel when their Shopify store changes direction or when they find the review volume no longer justifies the monthly fee. Whatever your reason, cancelling Loox is a straightforward process, and Tocancel will guide you through each step so you avoid costly mistakes.

The difference between pausing, downgrading, and cancelling

Before you cancel entirely, understand that Loox offers three separate options. You can downgrade to a lower-tier plan directly within the Loox app to reduce your monthly cost while keeping your account active. You can pause your subscription temporarily if you expect to return later. Or you can fully uninstall the app from your Shopify admin to stop all charges immediately. Each option stops future billing, but only uninstalling removes Loox from your store completely.

Your consumer rights under new zealand law

Understanding your legal protections helps you approach cancellation with confidence and know when to escalate if the company refuses to cooperate.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, all digital services supplied in New Zealand must be of acceptable quality, fit for purpose, and supplied within a reasonable timeframe. This means Loox must deliver what it promises: reliable review collection, functioning widgets, and uninterrupted service. If Loox fails to meet these standards or stops working, you have legal grounds to seek remedies including refunds, service repair, or cancellation without penalty.

Your legal position is clear: if Loox does not perform as advertised or becomes unusable, the law is on your side. Document any failures, failed uploads, or service outages in writing so you have evidence if you need to escalate.

Cooling-off periods and refund entitlements

New Zealand law does not automatically grant a 14-day cooling-off period for digital services. However, Loox's own terms of service may include a money-back guarantee or trial period. Always check Loox's terms and conditions before signing up or immediately before you cancel, as this will clarify whether you're entitled to a refund for unused services.

If you cancel within any stated trial or money-back period, Loox should refund your payment in full. If they refuse, you can escalate to the Commerce Commission, which enforces consumer rights across New Zealand.

Escalation to the commerce commission

If Loox continues to charge you after you've cancelled, fails to process a refund, or ignores your cancellation request, you have the right to complain to the Commerce Commission. Save all emails, billing statements, and cancellation confirmation screenshots. The Commerce Commission's consumer complaints team will investigate and can force Loox to comply with New Zealand law.

Tocancel recommends documenting everything so that when you contact the Commerce Commission, you have a complete record of your attempt to cancel and any non-compliance by Loox.

Methods to cancel Loox: which path suits you

Loox operates as a Shopify app, not a standalone subscription through the App Store or Google Play, so you have specific routes to cancel.

Uninstalling via shopify admin

The most direct and permanent method is removing Loox entirely from your Shopify store through your admin dashboard. This immediately stops all future billing, disables review collection, and removes the Loox widget from your product pages. Uninstalling is irreversible, so only choose this option if you're certain you don't want to return to the service later.

Downgrading your plan within the Loox app

If you want to keep Loox but lower your costs, you can adjust your subscription tier directly within the Loox app settings. This option maintains your account and existing reviews while reducing your monthly spend. You avoid cancellation fees and can upgrade again if your business needs change.

Contacting Loox support directly

For any issues unrelated to app removal or plan changes, such as billing disputes or refund requests, contact Loox's support team via email at [email protected]. If you need help cancelling or have questions about refunds, email support provides a documented record of your request, which is invaluable if you later need to escalate to the Commerce Commission.

Why you cannot cancel through other app stores

Loox is installed through the Shopify App Store, not through Apple's App Store or Google Play Store. If you attempt to cancel or uninstall Loox through those other platforms, your cancellation will fail and you'll continue to be charged. You must use either your Shopify admin dashboard or the Loox app itself to cancel. Tocancel emphasises this point because many consumers waste time trying to cancel through the wrong platform.

Step-by-step cancellation instructions

Follow these clear, sequential steps to cancel Loox and stop future charges immediately.

How to uninstall Loox via shopify admin

1. Log into your Shopify admin account using your web browser.
   • Go to admin.shopify.com and enter your Shopify store email and password.
   • If you use two-factor authentication, complete that step.
2. Navigate to the Apps and sales channels section.
   • In the left sidebar, select Apps and sales channels.
   • Scroll down and click App and sales channel settings if you need to manage permissions.
3. Find and select Loox from your installed apps list.
   • Use the search bar at the top to type "Loox" for faster results.
   • Click the Loox app entry to open its management page.
4. Click the uninstall button.
   • You'll see an Uninstall app or Remove app button on the app page.
   • Click it, and Shopify will ask you to confirm the uninstall.
5. Confirm the uninstall and note the effective date.
   • Loox will stop collecting new reviews immediately, but existing reviews remain visible until the billing cycle ends.
   • Take a screenshot of the confirmation message for your records.
6. Verify your next billing date and check for a refund confirmation.
   • Log back into your Shopify billing page and confirm that Loox no longer appears on your active apps or upcoming charges.
   • If you uninstalled mid-cycle and are entitled to a prorated refund, Loox should process it within 5-10 business days.

How to downgrade or pause Loox within the app

1. Log into your Shopify admin and open the Loox app.
   • In your left sidebar, click Apps and sales channels, find Loox, and click to open it.
2. Navigate to your account or billing settings.
   • Look for a menu option labelled Account, Settings, or Billing within the Loox interface.
   • Click on it to view your current plan and pricing options.
3. Select a lower-tier plan or pause option.
   • Loox displays all available plans with their monthly cost in NZD.
   • Select the plan that suits your budget, or choose Pause subscription if that option exists.
4. Confirm your selection and save changes.
   • Loox will show a confirmation screen with your new plan and the effective billing date.
   • Screenshot this confirmation for your records.
5. Monitor your next billing charge.
   • Check your Shopify billing page 1-2 days before your next cycle to ensure the new plan amount appears, not your previous charge.

Pricing and what Loox costs

Understanding Loox's pricing structure helps you decide whether cancellation or downgrading makes sense for your budget.

If you're paying for a plan above your actual review volume, Tocancel recommends downgrading rather than cancelling entirely. You'll recover costs immediately and keep your review data intact. Only cancel if you've genuinely outgrown reviews as a strategy for your store.

What happens after you cancel Loox

Knowing what to expect after cancellation reduces confusion and helps you avoid post-cancellation charges.

Your reviews remain but Loox widgets stop working

After you uninstall Loox, your existing customer reviews remain stored, but the review widgets on your product pages will no longer display. If you reinstall Loox later, your historical reviews will still be accessible. However, if you're switching to a competing review platform, you'll need to export your reviews before cancelling so you don't lose that social proof.

Billing and refund timing

Loox's billing cycle typically runs on the date you originally signed up. If you cancel mid-cycle, you may be entitled to a prorated refund for unused days. Loox should process this refund within 5-10 business days to your original payment method. If you don't see a refund within that timeframe, email [email protected] with your cancellation confirmation and request a manual refund.

Verifying cancellation on your next billing date

The most reliable way to confirm Loox has fully cancelled is to check your Shopify billing page 1-2 days before your old next billing date. If Loox no longer appears in your active apps or pending charges, cancellation was successful. If you see a charge appear, contact Loox support immediately and escalate to the Commerce Commission if they refuse to refund it.

Refunds and how to claim them

If you're entitled to a refund and Loox hasn't processed it, you have clear legal rights under New Zealand consumer law.

When you're entitled to a refund

You qualify for a refund if you cancel within any stated trial period, if Loox fails to provide the service you paid for, or if you paid for a plan you never used. For example, if you signed up on the 1st of the month, paid in full, and cancelled on the 5th, you're entitled to a refund for the remaining 26 days of service. This is called a prorated refund and is standard practice under New Zealand consumer law.

How to request a refund from Loox

Email [email protected] with the subject line "Refund request for cancelled subscription" and include the following information: your Shopify store name, the email address linked to your account, your cancellation date, your original billing date, and the plan you were on. Request a refund for any unused portion of your final billing cycle. Loox should respond within 5 business days and process the refund within a further 5-10 business days.

If Loox refuses to refund you

If Loox ignores your refund request or refuses to refund you without a valid reason, you can escalate to the Commerce Commission. This is where Tocancel's advice becomes essential: save all emails, take screenshots of your billing page, and keep a record of your cancellation confirmation. The Commerce Commission will review your case and can compel Loox to refund you if they find that the company breached consumer law.

Your position is strong if you can prove you requested cancellation, Loox continued charging you, and you've given them a reasonable opportunity to refund you voluntarily.

Common mistakes to avoid when cancelling

Cancelling a subscription can feel overwhelming, but avoiding these pitfalls will save you time, money, and frustration.

Attempting to cancel through the app store or google play

Many consumers mistakenly try to cancel Loox through Apple's App Store or Google Play Store, only to find that the app continues charging them. This is because Loox is not a standalone app subscription; it's a Shopify app billed through your Shopify account. You must uninstall it through Shopify admin or downgrade through the Loox app itself. Tocancel cannot stress this enough: using the wrong platform wastes your time and leaves you exposed to continued charges.

Not checking your cancellation confirmation

After you uninstall Loox, take a screenshot of the confirmation page showing that the uninstall was successful and the effective date. This screenshot becomes your proof if Loox ever charges you again or if you need to escalate to the Commerce Commission. Many merchants skip this step and regret it later when a charge appears unexpectedly.

Forgetting to export your reviews before cancelling

If you're switching to a different review platform, export your Loox reviews before you cancel. Once Loox is uninstalled, retrieving your historical reviews becomes difficult and may require support from Loox. Plan ahead and ask Loox support how to export your review data in a format that your new platform can import.

Missing the refund window

Don't assume Loox will automatically refund you for unused days. Proactive refund requests are more likely to succeed. Email support within 7 days of cancellation and include your cancellation confirmation. If you wait several months, Loox may claim they cannot process a retroactive refund.

Cancelling without checking for alternative plans

Before you cancel entirely, check whether downgrading to a lower-tier plan would meet your needs at a lower cost. Many merchants cancel impulsively when a simple downgrade would have solved their problem. Tocancel recommends spending 5 minutes reviewing the plan comparison table above before you make a final decision.

After cancellation: your checklist

Once you've uninstalled or paused Loox, use this checklist to confirm everything is in order and no further charges will appear.

Comparing Loox to alternative review platforms

If you're cancelling because you're switching platforms, here's how Loox compares to common alternatives in the New Zealand market.

Judge.me often appeals to merchants looking to reduce costs without sacrificing visual review quality. Trustpilot suits brands that prioritise third-party credibility over in-page widget aesthetics. If you're cancelling Loox purely for cost reasons, exploring Judge.me or Shopify's native review tools may save you $20-$100 per month while still collecting customer feedback.

How tocancel can help you cancel with confidence

Navigating subscription cancellations can feel complicated, especially when refunds, billing dates, and consumer law come into play. That's where Tocancel steps in. Tocancel has helped thousands of New Zealand consumers cancel unwanted services, recover refunds, and understand their consumer rights without fear or confusion.

Whether you're cancelling Loox, upgrading to a cheaper plan, or disputing an unexpected charge, Tocancel provides clear, step-by-step guidance tailored to New Zealand consumer law. We translate legal jargon into plain English, walk you through each cancellation method, and show you exactly what to do if a company refuses to cooperate.

Our team of consumer rights advocates stays up to date with the latest changes to the Commerce Commission's enforcement priorities and tracks which companies are ignoring refund requests. This means the advice on Tocancel is always current and always in your favour.

Contact Loox support and escalation details

If you need to cancel, request a refund, or have questions about your Loox account, use the contact details below.

Loox support email: [email protected]

Expected response time: 5 business days

If Loox ignores your refund request or refuses to cancel your subscription, escalate to the Commerce Commission:

Commerce Commission, consumer complaints line
Postal address: Private Bag 47942, Ponsonby, Auckland, New Zealand
Phone: 0800 943 600
Online complaint form: www.comcom.govt.nz

Have your cancellation confirmation, billing statements, and all email communications with Loox ready when you contact the Commerce Commission. They will investigate and can force Loox to refund you if they find the company breached your consumer rights under the Consumer Guarantees Act 1993.

Tocancel is your partner in this process. Visit Tocancel today to find cancellation guides for hundreds of other services, understand your rights, and take confident action whenever you need to cancel. Tocancel makes cancellation simple, clear, and empowering-so you stay in control of your subscriptions and your budget.