Cancel Loox: The Right Way to Manage Your Reviews

How to cancel Loox and reclaim control of your store's review strategy

Understanding Loox and why you might want to cancel

Loox is a review management platform built for Shopify stores that automates the collection and display of customer reviews, particularly photo and video testimonials. The service integrates directly with your Shopify dashboard, sends automated review requests to customers after purchase, and lets you customise review widgets to display across your storefront.

You may decide to cancel Loox for legitimate reasons: the monthly fee no longer justifies the return on investment, you have found an alternative tool that better suits your needs, your store structure has changed, or you simply want to reduce your app overhead. Your decision to cancel is valid regardless of reason, and Tocancel is here to guide you through the process with clarity and confidence.

Key features of Loox

Loox offers automated review request emails, photo and video review collection, customisable review widgets, Shopify integration, SEO optimisation for reviews, and incentive mechanics to encourage customer participation. Depending on your plan tier, you also gain access to AI-powered review sorting, auto-translated reviews, and AI-generated reply suggestions that save you time managing customer feedback.

Why cancelling Loox can be confusing

Unlike cancelling apps billed directly to your credit card, Loox subscriptions are managed through Shopify's billing system. This layered structure means you must navigate both the Loox app interface and your Shopify admin dashboard to complete cancellation. Many users underestimate this complexity, which is why Tocancel has created this step-by-step guide to ensure you cancel confidently and protect your refund rights.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act governs your rights when purchasing services, but digital SaaS subscriptions receive fewer statutory protections than physical goods.

What singapore law says about digital service refunds

Singapore does not mandate a 14-day cooling-off period for digital services such as SaaS subscriptions, which means Loox is not legally obligated to refund you simply because you change your mind after your trial ends. However, you retain important protections if the service is defective, fails to match its description, or if you discover a billing error.

Your legal position: If Loox fails to deliver promised functionality (for example, review widgets do not display correctly or automated emails are not sent), you have grounds to request a refund or dispute the charge through Shopify under the Consumer Protection (Fair Trading) Act. Keep detailed records of any service failures, screenshots, and your communications with Loox support before escalating.

When to escalate a dispute with Loox

If Loox refuses to address a legitimate service complaint or billing error, escalate to the Consumers Association of Singapore (CASE) or dispute the charge directly with Shopify. Since Shopify manages your billing, Shopify's refund policies and dispute resolution process are your strongest leverage point.

Tocancel recommends documenting all interactions with Loox support and keeping screenshots of any service issues, as this evidence strengthens your case if you need to escalate to CASE or file a chargeback with your payment provider.

Loox pricing plans and what you will save

Understanding Loox's pricing structure helps you calculate your monthly savings and assess whether you have grounds to request a refund on unused time.

Current Loox plans and monthly costs

If you are on the Scale plan at S$50.54 monthly, cancelling immediately saves you approximately S$607 per year. Even the Beginner tier at S$16.45 per month amounts to nearly S$200 annually, so the sooner you cancel, the faster you stop paying for a service you no longer use.

How to cancel Loox in four clear steps

Cancellation requires you to remove the Loox app from your Shopify store and confirm the cancellation through the Shopify app store. Follow these steps in order to ensure the subscription terminates immediately.

Step-by-step cancellation process

1. Log into your Shopify admin dashboard
   • Navigate to your Shopify store's admin URL (usually shopify.com/admin)
   • Enter your email and password to access your account
   • Ensure you have administrative or app management permissions
2. Locate the Loox app in your apps section
   • From the Shopify admin home, click on "Apps and sales channels" in the left sidebar
   • Select "Apps and sales channels" again if you see a submenu
   • Search for "Loox" using the search box at the top
   • Click on the Loox app when it appears in your installed apps list
3. Access the app settings and cancellation option
   • Within the Loox app page, look for a menu icon (three dots) or "Settings" option
   • Select "Remove app" or "Delete app" from the dropdown menu
   • Read the confirmation message carefully, as it will warn you that all Loox data and widgets will be removed from your store
4. Confirm cancellation and verify removal
   • Click "Remove" or "Confirm" when prompted
   • Shopify will immediately uninstall the app and stop charging your account effective immediately
   • Return to your Apps section and verify that Loox no longer appears in your installed apps list
   • Check your next billing date in Shopify settings to confirm no further charges will appear

Cancelling through Shopify's app store is the only reliable method to stop billing immediately. Direct contact with Loox support can cause delays, so use the Shopify dashboard to ensure your subscription ends without further charges.

What happens to your review data after cancellation

When you uninstall Loox from Shopify, all review widgets disappear from your storefront immediately, and your review data is no longer accessible through the Loox dashboard. Loox does not automatically export your reviews, so if you need to preserve customer feedback, contact Loox support before you cancel to request a data export. This step takes 24 to 48 hours and should be completed before you uninstall the app.

To export your data, email Loox support with your store URL and request a CSV export of all collected reviews. Keep this export file in case you want to migrate to a different review platform or analyse past customer feedback offline.

Refund eligibility and how to claim

Your refund depends on when you cancel relative to your billing cycle and whether Loox or Shopify offers prorated refunds for unused time.

When Loox will issue a refund

Loox typically does not offer refunds for unused time unless you cancel within the first seven days of your subscription or discover a service defect. However, if you cancel mid-billing cycle, Shopify may issue a prorated credit to your account based on the number of days remaining in your current monthly period.

To request a refund, contact Loox support at [email protected] with your store URL and subscription start date. Explain that you are cancelling and ask whether a prorated refund is available. Keep their response in writing, as this evidence helps you escalate to CASE or Shopify if they refuse.

How to dispute a charge if Loox refuses a refund

If Loox refuses to offer a refund and you believe the charge is unfair, you can dispute the transaction through Shopify or your payment provider. Log into your Shopify account, navigate to "Billing," and locate the Loox charge. Click "Dispute charge" and provide a clear explanation of why you believe the refund is justified (for example, service was not fit for purpose or you cancelled within the first week).

Shopify will review your dispute and may issue a credit to your store credit balance within 5 to 10 business days. If Shopify rejects your dispute, you can escalate to your credit card issuer or bank to file a chargeback, though this should only be your last resort after exhausting all other options.

Common cancellation mistakes to avoid

Many store owners make cancellation errors that delay refunds or leave them paying longer than necessary. Being aware of these pitfalls protects your money and saves frustration.

Mistake 1: relying on Loox support instead of shopify to cancel

Emailing Loox support to request cancellation often leads to long delays or incomplete removal of the app. Loox support may ask you to provide reasons or suggest cheaper plan options instead of cancelling outright. The only way to ensure immediate cancellation is to remove the app directly from your Shopify dashboard yourself. Tocancel strongly recommends using Shopify's app removal process rather than waiting for Loox support to process a cancellation request.

Mistake 2: failing to export your reviews before uninstalling

Once you uninstall Loox, your reviews are no longer accessible through the app. If you plan to migrate reviews to another platform or archive them for record-keeping, export your data before you cancel. Contact Loox support and request a CSV file of all reviews. This typically takes 24 to 48 hours, so allow time before you proceed with app removal.

Mistake 3: not checking for prorated refunds or credits

If you cancel mid-billing cycle, Shopify may automatically issue a prorated credit rather than a refund to your original payment method. Check your Shopify account within 24 hours of cancellation to confirm whether a credit appears. If you prefer a direct refund, contact Shopify support and request that your credit be refunded to your card instead of held as store credit.

Mistake 4: cancelling without documenting service issues

If your reason for cancelling is poor service or unmet functionality, document this evidence before you cancel. Take screenshots of broken widgets, save copies of undelivered automated emails, or note dates when customer support failed to respond. This documentation strengthens any refund claim or dispute you may file later with CASE or Shopify.

After you cancel Loox: what to do next

Cancellation marks the end of your Loox relationship, but a few practical steps help you transition smoothly and ensure your store continues to collect reviews through an alternative method.

Verify that Loox has stopped charging

Check your Shopify billing page within 48 hours of cancellation to confirm that no new Loox charges appear. Your next billing date should update to remove Loox from the list of apps being charged. If you see a charge after you cancelled, contact Shopify support immediately with proof of your cancellation (a screenshot of your apps page showing Loox is no longer installed) and request a credit or chargeback.

Choose an alternative review platform

Consider migrating to a competing review platform such as Yotpo, Trustpilot, or Judge.me. These alternatives offer similar functionality to Loox with different pricing structures and feature sets. Import your exported reviews into your new platform so you do not lose your customer feedback history. Tocancel has guides on how to cancel these services too, should you wish to switch providers later.

Update your store's review collection strategy

Without Loox, you need an alternative method to collect reviews. Consider using Shopify's built-in product reviews feature, which is free and does not require a third-party app. Alternatively, send manual review request emails to customers or use a lightweight alternative app that fits your budget and feature requirements better than Loox did.

Cancellation checklist for Loox

Use this checklist to ensure you have completed every step of the cancellation process and protected your refund rights.

Your rights compared to other SaaS cancellations

Understanding how Loox cancellation compares to other Shopify apps helps you know what to expect and when to escalate.

How Loox cancellation differs from other apps

Loox offers fewer refund protections than some competitors, which is why using Tocancel's method to cancel immediately through Shopify (rather than relying on Loox support) is critical. You avoid delays and ensure billing stops right away.

Protecting your rights if Loox refuses to cooperate

Should Loox ignore your cancellation request or continue charging after you uninstall the app, you have formal escalation routes under Singapore law.

Step 1: document everything

Collect all evidence of your cancellation attempt and any continued charges. This includes screenshots of your Shopify apps dashboard showing Loox is uninstalled, billing statements showing charges after cancellation, emails to Loox support, and any responses they sent you. Organise these in a folder or document for easy reference when you escalate.

Step 2: contact Loox directly one final time

Send a formal email to [email protected] stating that you cancelled your subscription on [date], that the app is no longer installed, and that you request confirmation that billing has stopped. Keep this email professional and factual. Save their response (or lack of response) as evidence.

Step 3: escalate to CASE or shopify

If Loox does not respond within 10 business days or continues to charge you, file a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg or by phone at +65 6100 0315. Alternatively, dispute the charge through Shopify's resolution centre. Provide CASE with all your documentation, including proof of cancellation and the charge records showing Loox continued billing after removal.

Tocancel recommends Shopify as your first escalation point, since Shopify controls the billing and can reverse charges faster than CASE can process a formal complaint. Shopify has financial incentive to police app billing fraud and will typically side with you if you provide clear evidence of unwarranted charges.

Your Loox cancellation summary

Cancelling Loox is straightforward once you understand the process and your consumer rights under Singapore law. You do not have a statutory cooling-off period for SaaS services, but you are protected against service defects and billing errors. Remove the app directly from your Shopify dashboard to ensure immediate cancellation, export your reviews before you uninstall if needed, and verify that billing has stopped within 48 hours.

If Loox refuses to stop charging or fails to deliver promised service, escalate to Shopify first, then CASE. Keep detailed records of all communications and charges as evidence to support your claim. Tocancel has guided thousands of consumers through SaaS cancellations and helped them recover thousands of dollars in erroneous charges. With this guide and your consumer rights as your foundation, you can cancel Loox with confidence and move forward with a review strategy that better serves your store.

Loox company details

Loox Online Ltd. is registered as a SaaS provider serving e-commerce merchants globally. For billing inquiries or disputes, contact Loox support at [email protected]. For cancellation, use your Shopify app dashboard directly rather than relying on email support to ensure immediate removal. If you have questions about your consumer rights in Singapore, contact the Consumers Association of Singapore (CASE) at www.case.org.sg or +65 6100 0315.

Tocancel remains your trusted guide for cancelling any SaaS subscription with confidence and protecting your consumer rights.