Cancel Loox: The Right Way to Manage Your Subscription

How to cancel Loox and protect your south african consumer rights

What is Loox and why merchants use it

Loox is a review-collection and display platform designed for Shopify store owners to gather customer photo and video testimonials. It automates the process of requesting visual feedback from buyers and displays these reviews as widgets on product pages, helping e-commerce businesses build social proof and increase conversion rates.

If you operate a Shopify store or signed up with Loox directly, you likely subscribed to one of their tiered subscription plans to collect and showcase customer reviews. Before you cancel Loox, understanding how the service works helps you make a confident decision about whether to proceed with cancellation or explore alternatives.

How Loox works

Loox automates review requests by sending emails to your customers after they complete a purchase. When customers submit photo or video reviews, you can display these testimonials as interactive widgets on your product pages, in email campaigns, or across advertising channels. The app integrates directly with Shopify, so reviews appear seamlessly without manual coding or integration work.

Why store owners subscribe to Loox

South African retailers use Loox to increase conversion rates through social proof, reduce the time spent collecting reviews manually, and create user-generated content for marketing campaigns. Many also rely on Loox's analytics dashboard to track which products receive the most visual reviews and which testimonials drive the highest engagement with potential customers.

Understanding Loox pricing and plans in south africa

Loox charges monthly subscriptions billed in USD and converted to South African Rand at current exchange rates. Your actual monthly cost will vary slightly depending on USD-to-ZAR fluctuations, but the table below shows approximate ZAR pricing for each tier.

Loox subscription tiers and features

How Loox billing works for south african customers

If you subscribed through the Shopify App Store, Shopify handles all billing and charges appear on your Shopify invoice. If you signed up directly with Loox, they bill you separately to your payment method. Your ZAR amount fluctuates based on exchange rates at each billing cycle, so expect small variations month to month. This means your actual cost may be slightly higher or lower than the approximate figures shown above.

Common reasons to cancel Loox

You may be considering cancelling Loox for legitimate business or financial reasons. Understanding what prompts cancellation helps you determine whether cancellation is the right choice or whether downgrading to a lower plan might better suit your needs.

Why south african retailers cancel

Many store owners cancel Loox because review collection feels redundant with native Shopify reviews, customer engagement with photo submissions drops significantly over time, or the monthly subscription no longer fits their budget. Others discover that competitor tools like Judge.me, Trustpilot, or Shopify's native review system offer better value or easier integration for their specific market and product category.

Budget constraints are a valid reason too. If your store operates seasonally or is still in an early growth phase, even R245 per month can feel unnecessary during slower trading periods.

Signs you might want to keep Loox instead

If you sell visual product categories such as fashion, beauty, home decor, or accessories, video reviews can significantly boost conversion rates. If your customer engagement with photo submissions remains strong, if you actively use Loox's analytics to inform product strategy, or if your marketing strategy relies on user-generated content for advertising campaigns, keeping your subscription may be worthwhile.

Consider a downgrade to the Beginner plan (R245 per month) rather than full cancellation if you want to maintain some review functionality while reducing costs.

Your consumer rights when cancelling Loox

As a South African consumer or business owner, you are protected by the Consumer Protection Act No. 68 of 2008, which sets out your rights when cancelling subscription services. Understanding these rights empowers you to cancel Loox confidently and know exactly what you are legally entitled to.

Your legal position under south african law

The Consumer Protection Act requires that all subscription terms, billing frequency, and cancellation procedures be clearly disclosed to you before you agree to the contract. Loox must provide you with a fair cancellation process that does not impose unreasonable barriers or hidden fees. If Loox fails to disclose cancellation terms clearly upfront, you may have grounds to dispute charges or cancel without penalty.

The National Consumer Commission (NCC), which enforces the Consumer Protection Act, has the power to investigate complaints if Loox fails to honour your cancellation request or imposes unfair terms. This means you have a regulatory safety net if the company refuses to cooperate.

What you are entitled to when you cancel

You have the right to cancel your subscription without penalty, provided you follow Loox's stated cancellation procedure. If you cancel mid-billing cycle, Loox should provide a pro-rata refund for the unused portion of your subscription. If they do not, you can escalate the matter to the NCC. You also have the right to receive written confirmation of your cancellation within a reasonable timeframe, typically 2 to 5 business days.

Your legal position is clear: you own the decision to cancel, and Loox must respect that decision and process your request promptly.

How to cancel Loox step by step

Cancelling Loox depends on whether you subscribed through Shopify or directly with Loox. Both methods are straightforward when you know the exact steps to follow. Tocancel makes the process transparent and ensures you do not miss any critical steps.

Cancel Loox if you subscribed via shopify app store

1. Log in to your Shopify admin dashboard using your store credentials.
2. Navigate to the Apps and sales channels section on the left sidebar.
3. Click on Apps and sales channels to expand the menu.
4. Search for Loox in the list of installed apps.
5. Click on the Loox app tile to open its dashboard.
6. Look for the Settings or Account tab within the Loox interface.
   • Some versions display a Manage plan button directly on the main screen.
7. Click Cancel subscription or Downgrade plan (depending on your preference).
8. Shopify will ask you to confirm the cancellation. Review the message and click Confirm.
9. Shopify will immediately remove Loox from your app list and stop billing you at your next renewal date.
   • Your current billing cycle will continue until the renewal date, unless you request an immediate refund.
10. Check your Shopify invoice settings to confirm Loox charges no longer appear on your next invoice.

Cancel Loox if you subscribed directly with Loox

1. Log in to your Loox account using your email and password at loox.io (or your account dashboard URL).
2. Navigate to Settings or Account (usually found in the top-right corner or sidebar menu).
3. Look for a Billing, Subscription, or Plan management section.
4. Click Cancel subscription or Downgrade.
   • Loox may offer you a discount or lower-tier plan to retain your business; you can decline and proceed with cancellation.
5. Loox will ask you to confirm your reason for cancellation and may display a final confirmation message.
6. Click Confirm cancellation to finalise the request.
7. You should receive a confirmation email within 2 to 5 business days confirming your subscription has been cancelled.
8. Verify that Loox charges no longer appear on your next billing statement.

Contact Loox support if you cannot cancel online

If the cancellation option does not appear in your account settings or you encounter technical issues, you can contact Loox support directly. Send an email to their support team clearly stating your name, email address, store name (if applicable), and your request to cancel your subscription. Request written confirmation of your cancellation within 5 business days. Tocancel recommends keeping a copy of all email correspondence for your records in case you need to escalate the matter.

Refunds and billing after you cancel Loox

Understanding how refunds work after cancellation prevents confusion and ensures you receive any money you are owed. Tocancel advises all consumers to know the exact refund terms before hitting the cancel button.

Pro-rata refunds for mid-cycle cancellations

If you cancel Loox mid-billing cycle, you are entitled to a pro-rata refund for the unused portion of your subscription. For example, if you paid R754 for a full month and cancel on day 15, you should receive approximately R377 back. Loox should process this refund within 7 to 10 business days to your original payment method. If you do not see the refund after 10 days, contact Loox support and request a confirmation of the refund date and transaction reference number.

No refund if you cancel at renewal

If you cancel Loox on or after your renewal date, you will not receive a refund for that billing cycle because Loox has already provided you access to the service for that month. To avoid unwanted charges, cancel at least 2 to 3 days before your renewal date. Your account will remain active until the end of your current billing cycle, then automatically deactivate.

Verify your cancellation on your next invoice

Your first action after cancellation should be to check your Shopify invoice or credit card statement 5 to 7 days later. Loox charges should no longer appear. If Loox continues to bill you after you have cancelled, contact them immediately and escalate to the National Consumer Commission if they refuse to reverse the charges. Tocancel recommends taking a screenshot of your cancellation confirmation email as evidence.

Common mistakes when cancelling Loox

Cancelling a subscription can feel stressful, and it is easy to make errors that delay your refund or leave your account partially active. Here are the pitfalls to avoid so your cancellation goes smoothly.

Mistake 1: cancelling the wrong way

The biggest error is trying to cancel through the wrong platform. If you subscribed via Shopify, cancelling directly through Loox's website may not work or may cause confusion about which system processes your request. Always cancel through the same platform where you subscribed. When in doubt, Tocancel advises checking your oldest email receipt to see which platform you used to sign up, then use that same platform to cancel.

Mistake 2: not confirming your cancellation in writing

Never rely on verbal confirmation or a chat conversation with support. Always request and save a written confirmation email stating your cancellation date and refund status. This becomes critical evidence if Loox continues to bill you or disputes your request later. The National Consumer Commission may request this proof if you file a complaint.

Mistake 3: cancelling too late in your billing cycle

If you cancel on the day before your renewal, you risk being charged again because the system may process the renewal before your cancellation takes effect. To be safe, cancel at least 3 to 5 days before your renewal date. Your account will remain active until the renewal date, so you lose nothing by cancelling early.

Mistake 4: forgetting to remove Loox from your shopify store

Cancelling your subscription does not automatically remove the Loox app from your Shopify store. You may still see Loox widgets on your product pages or old review data in the backend. After cancellation, uninstall Loox completely from your Shopify Apps section to avoid confusion and free up your app billing slots.

What to do after you cancel Loox

Cancelling Loox is just the first step. Once your subscription ends, you will need to decide how to handle customer reviews going forward and explore alternative solutions. Tocancel supports you through this entire transition.

Decide on an alternative review solution

After cancelling Loox, consider whether you want to use Shopify's native review system, switch to Judge.me, Trustpilot, or another app that integrates with your store. Native Shopify reviews are free and require no additional subscription, but they lack the visual features Loox offers. Judge.me and Trustpilot offer more features and often have freemium tiers that cost less than Loox. Research your options before your cancellation date takes effect so you have a backup plan.

Export your review data

Before your Loox account deactivates, export all your customer reviews and ratings if possible. This data is yours, and you may want to reference it or migrate it to a new platform. Check Loox's export options in your Settings menu or contact support to request a data export in CSV format. Keeping this data ensures you do not lose valuable customer feedback.

Remove Loox widgets from your store

Once your subscription ends, Loox widgets will stop displaying new reviews, but they may still appear on your product pages as inactive placeholders. Log into your Shopify theme editor and remove any Loox code sections from your product pages manually. This keeps your store looking clean and prevents confusion among visitors. Tocancel recommends doing this within 1 to 2 weeks after your cancellation takes effect.

Checklist for cancelling Loox safely

Use this step-by-step checklist to ensure your Loox cancellation is complete and you receive any refund owed to you.

How tocancel helps you cancel Loox

Tocancel is your advocate when you need to cancel subscription services with confidence and clarity. At Tocancel.com, we provide step-by-step cancellation guides, track your refund status, and escalate complaints to consumer protection authorities if companies refuse to honour your cancellation request.

Tocancel has helped thousands of consumers cancel Loox and other subscriptions without hidden fees, unnecessary delays, or corporate pushback. Our guides are updated regularly to reflect the latest platform changes, so you always have accurate, current information. If Loox refuses to cancel your account or continues to bill you after you request cancellation, Tocancel can help you file a formal complaint with the National Consumer Commission.

Your consumer rights are not negotiable. Tocancel empowers you to exercise those rights and take control of your subscription spending today.

Contact information for Loox cancellation and complaints

If you need to contact Loox directly or escalate a complaint, use the following information. The National Consumer Commission is your escalation point if Loox refuses to process your cancellation or disputes a refund claim.

Loox corporate office and support

Loox Limited
Primary office: Ramat Gan, Israel
Additional office: Tel Aviv-Yafo, Israel
Support email: Accessible via Loox account dashboard or loox.io website
Website: loox.io

Escalation: south african consumer protection authority

National Consumer Commission (NCC)
Address: 6 Dorp Street, Woodstock, Cape Town 8001, South Africa
Phone: +27 (0)21 447 5006
Email: [email protected]
Website: www.ncc.org.za
Complaints hotline: 0800 035 071

If Loox fails to honour your cancellation request, refuses to issue a refund, or continues to bill you without consent, you have the right to lodge a formal complaint with the NCC. The NCC will investigate on your behalf and can compel Loox to comply with South African consumer law. Keep copies of your cancellation confirmation email, proof of payment, and any correspondence with Loox support before submitting your complaint.

Your right to cancel is protected by the Consumer Protection Act. Tocancel ensures you know how to exercise that right with confidence and know exactly where to turn if a company resists. Cancel Loox today, and reclaim control of your subscription spending with Tocancel by your side.