Manage Loom

How to cancel your loom subscription: your complete UK guide

Understanding loom and when cancellation makes sense

Loom is a cloud-based video messaging platform that lets you record, share, and manage video content through screen capture and webcam functionality. If you use it for work, education, or personal projects, you likely have a subscription that renews automatically each month or year. We at Stopee know that cancelling subscriptions can feel unnecessarily complicated, which is why we're here to walk you through the process step by step.

You might be considering cancellation for several reasons: you've found a cheaper alternative, your team no longer needs asynchronous video communication, or you're simply tightening your budget. Whatever your reason, you have clear consumer rights under UK law that protect your ability to cancel fairly and without hidden obstacles.

Why consumers cancel loom

Most subscribers cancel Loom because their business needs have shifted, they've switched to competitor tools, or their organisation has centralised video messaging through other platforms. Some teams discover that free alternatives meet their requirements, whilst others find the subscription cost no longer justifies the usage level.

The good news is that Stopee has tracked cancellation patterns across thousands of SaaS platforms, and Loom's cancellation process is generally straightforward once you know the correct steps. Understanding your rights before you start makes the entire experience smoother and faster.

Before you cancel: the right questions to ask

Ask yourself whether you're cancelling because Loom genuinely doesn't fit your needs, or whether you're reacting to a specific frustration that could be resolved differently. If you're on a paid tier and wondering whether a free trial might meet your needs, contact Loom's support team first to explore downgrades rather than full cancellation.

Most importantly, check your current billing cycle. If you're on an annual plan and cancel mid-year, you may be entitled to a refund depending on how long you've used the service. Stopee always recommends reviewing your subscription agreement before submitting any cancellation request.

Loom's subscription tiers and what you're paying for

Loom operates a tiered pricing model with clear distinctions between free, paid, and enterprise options. Understanding which tier you're on helps you anticipate what access you'll lose and whether you need to export your video library before cancelling.

Understanding your billing cycle

Your billing cycle begins on the date you first subscribed and repeats at monthly or annual intervals depending on your plan choice. Monthly subscriptions renew automatically on the same day each month unless you cancel, whilst annual plans lock your pricing for twelve months but require a single larger payment upfront.

This distinction matters significantly for cancellation timing. If you're on a monthly subscription, you can typically cancel immediately and your access ends at the end of your current billing period. If you're on an annual plan, cancellation rules vary by circumstances, and UK consumer law may entitle you to a partial refund if you've only used the service for a short time.

Annual versus monthly payment structures

Choosing between annual and monthly payments is a commitment decision that affects your cancellation options. Monthly subscriptions offer flexibility but often cost more per month than the equivalent annual rate. Annual subscriptions lock in lower per-month pricing but require you to commit to twelve months upfront.

When you're ready to cancel, Stopee recommends checking whether your contract specifies a cooling-off period. Under UK consumer protection law, distance contracts (including digital subscriptions) typically include a 14-day cooling-off window during which you can cancel and receive a full refund, provided you haven't substantially used the service.

Your consumer rights under UK law

The Consumer Rights Act 2015 is your legal shield against unfair contract terms and hidden cancellation barriers. This legislation gives you specific protections when you're a consumer (as opposed to a business user) purchasing services from a trader.

The 14-day cooling-off period

When you enter into a distance contract such as a digital subscription, UK consumer law grants you a statutory 14-day period to cancel without penalty and receive a full refund. This period runs from the date you subscribe or from the date the contract terms are provided to you, whichever is later.

Important: The 14-day right applies only if you haven't substantially used the service. If Loom considers that you've made "significant use" of the platform during this window, they may claim that the cooling-off right has been waived. However, Stopee's position is that light usage-such as recording a few test videos or exploring features-typically doesn't constitute substantial use.

To exercise your 14-day right, contact Loom's support team or use their cancellation portal and explicitly state that you're cancelling within the cooling-off period. Document your request with screenshots or email confirmations.

Unfair contract terms and cancellation penalties

Under the Consumer Rights Act 2015, any contract term that causes a significant imbalance in the parties' rights and obligations in a way that's contrary to good faith is considered unfair and unenforceable. This applies to Loom's terms of service.

For example, if Loom's cancellation policy required you to pay the entire remaining annual subscription as a penalty for early termination, that term would likely be unfair and unenforceable. Similarly, if Loom made the cancellation process deliberately obscure or impossible to locate, you could challenge that on fairness grounds.

Stopee has helped thousands of consumers understand that they have more cancellation flexibility than companies initially suggest. If Loom resists your cancellation or imposes what feels like an unreasonable fee, escalate to the appropriate regulator.

Escalation and regulatory support

If Loom refuses to cancel your subscription or withholds a refund you believe you're entitled to, you can escalate your complaint to the Information Commissioner's Office (ICO) or, for billing disputes, the Financial Ombudsman Service (FOS).

First, however, give Loom a clear written complaint outlining why you believe they're breaching consumer law. Send this via email and keep a copy. If they don't respond satisfactorily within 14 days, escalate to the relevant authority. Stopee recommends documenting every interaction at this stage.

How to cancel your loom subscription: step-by-step process

Cancelling Loom involves a straightforward process via your account dashboard, though the exact steps depend on whether you subscribed through Loom's website, a mobile app, or a third-party marketplace.

Cancelling directly through loom's website

This is the most common cancellation method and gives you the clearest confirmation and audit trail. Follow these steps carefully:

1. Log in to your Loom account at loom.com using your email address and password.
   • If you've forgotten your password, click "Forgot password" and follow the reset link sent to your email.
2. Navigate to your account settings by clicking your profile icon in the top-right corner.
   • Look for a dropdown menu or "Settings" option.
3. Select the "Billing" or "Subscription" section from the settings menu.
   • This section displays your current plan, renewal date, and payment method.
4. Locate the "Cancel subscription" button or link, typically positioned near the bottom of the billing section.
   • Pro tip: If you don't immediately see a cancellation option, scroll down or check under "Plan details" or "Manage plan".
5. Click the cancellation button and you'll be presented with a confirmation screen.
   • Loom may ask why you're cancelling; provide honest feedback if you wish, but this is not required.
6. Confirm your cancellation by clicking the final "Confirm cancellation" or "Yes, cancel" button.
   • Warning: Some platforms show a confirmation screen asking whether you're sure; this is your final checkpoint. Do not click back without confirming cancellation if you're sure you want to proceed.
7. You should receive an immediate confirmation message on screen and an email confirmation sent to your registered email address.
   • Save this email; it serves as proof of cancellation for Stopee's records and for any future disputes.
8. Your access will terminate at the end of your current billing period (your next renewal date).
   • If you're on a monthly subscription, this is typically 30 days from cancellation; if on annual, it's 12 months from your last payment date.

Cancelling via the loom mobile app

If you prefer to manage your subscription through the iOS or Android app, follow this alternative route:

1. Open the Loom app on your iPhone or Android device and log in.
2. Tap the profile or account icon (usually a circle with your initials or photo in the bottom-right corner).
3. Select "Account settings" or "Settings" from the menu.
4. Tap "Subscription" or "Billing" to view your current plan.
5. Look for "Cancel subscription" or "Manage subscription" and tap it.
6. Confirm the cancellation by following the on-screen prompts.
7. You'll receive a confirmation email within a few minutes.

Pro tip: Cancelling through the app stores (Apple App Store or Google Play Store) won't cancel your Loom subscription directly; you must cancel within Loom's own settings to ensure your billing account is properly updated. Stopee recommends using the website method for maximum clarity.

Cancelling an enterprise or team subscription

If you manage a team or enterprise Loom account with multiple users, the cancellation process differs slightly. First, you typically need admin privileges on the workspace. Next, navigate to workspace settings (not personal account settings) and look for "Team billing" or "Workspace subscription". From there, you can cancel the entire workspace subscription or adjust the number of licensed seats. For complex enterprise setups, contact Loom's business support team directly to ensure you cancel the correct billing entity.

What happens after you cancel

Cancelling feels definitive, but there are several important things to understand about your access and data in the days and weeks after you submit your cancellation request.

Your access timeline after cancellation

Your Loom access doesn't terminate immediately; instead, it ends at the conclusion of your current billing cycle. If you're on a monthly subscription and cancel on the 5th of the month, your access continues until the end of that month (typically the 5th of the following month). If you're on an annual subscription, you retain full access for the remainder of those twelve months.

Some users find this reassuring because it gives them time to download their video library or transition to a competitor platform. Others prefer immediate cancellation; unfortunately, most SaaS providers don't offer this option unless you're within the 14-day cooling-off period.

Data retention and video downloads

Before your access ends, download or export any videos you wish to keep. Loom typically allows you to download your own recordings for a period after cancellation, but this grace period is limited. Stopee recommends exporting your content within 48 hours of cancelling to avoid any risk of data loss.

To download your Loom videos, log into your account and navigate to each video individually. Click the video, select "Download" or a similar option (exact naming varies), and save the file to your device. If you have hundreds of videos, this process can be time-consuming; plan accordingly.

Refund processing

If you're entitled to a refund-whether via the 14-day cooling-off period or because you're cancelling an annual subscription within a reasonable timeframe-Loom typically processes it to your original payment method within 10 to 15 business days. Keep your cancellation confirmation email and any refund notification emails as proof for your records.

Stopee notes that some refunds appear as credit back to your original card and may take longer to process if your payment provider is involved (for instance, if you paid via Apple Pay or Google Pay). If your refund hasn't appeared within 20 business days, contact Loom's support team with your confirmation email and ask for a refund status update.

Common mistakes people make when cancelling loom

Cancelling a subscription feels straightforward, but many consumers stumble because they overlook critical details or fall for common traps. Here's what Stopee has learned from helping thousands of users navigate this process.

Mistake 1: confusing pause with cancellation

Some SaaS platforms offer a "pause subscription" option alongside "cancel subscription". If you click pause, your subscription continues to renew in the background and you'll still be charged. Always explicitly select cancel unless you genuinely intend to pause and resume later. Check your email confirmation to verify that Loom processed a true cancellation, not a pause.

Mistake 2: cancelling through your payment provider instead of loom

Many consumers attempt to cancel a subscription by instructing their bank to block payments from Loom or by disputing the charge with their card provider. This is risky because it can damage your credit history and Loom may lock your account for non-payment. Always cancel directly through Loom's account settings first, then verify the cancellation in writing. Only involve your bank if Loom refuses to honour your cancellation request.

Mistake 3: not downloading your videos before the access period ends

After you cancel, Loom grants you continued access until your billing period ends. However, Stopee has encountered cases where users lost access to their video library because they didn't download their recordings in time. Your videos are not permanently stored by Loom after cancellation, especially if your account is deleted or deactivated due to non-payment.

Mistake 4: ignoring the 14-day cooling-off window

If you're within 14 days of subscribing and have barely used Loom, you're entitled to a full refund with no questions asked. Many users don't realise this right exists and simply accept monthly charges even though they've decided Loom isn't for them. If you're within the window, explicitly mention the Consumer Rights Act 2015 cooling-off period in your cancellation request to Stopee's knowledge base.

Mistake 5: not keeping cancellation confirmations

Without written proof of your cancellation request and Loom's acknowledgement, you're vulnerable to disputes later. If Loom claims they never received your cancellation request and continues charging you, you'll struggle to prove them wrong without documentation. Always screenshot your cancellation confirmation screen and save the email confirmation Loom sends you.

After cancellation: what to do next

Cancelling is emotional-you've made a decision to move away from a tool your team once relied on. Here's how to ensure everything runs smoothly in the days after you submit your cancellation.

Verify your cancellation in writing

Within 24 hours of cancelling, Stopee recommends sending a follow-up email to Loom's support team (support@loom.com) referencing your cancellation. Include your account email address, the date you cancelled, and your cancellation confirmation number (if one was provided). This creates a paper trail and guards against Loom's claims that they never received your request.

Update your team and collaborators

If your team uses Loom for sharing feedback or asynchronous video communication, inform them of the cancellation date so they can plan alternatives. Provide them with details about where they can access archived Loom links and suggest competitor tools if appropriate. Stopee recommends giving your team at least one week's notice before access expires.

Monitor your billing statements

After cancellation, watch your next billing statement carefully. You should not see another Loom charge after your current billing period concludes. If you do see a charge, contact Loom immediately and reference your cancellation confirmation. If Loom refuses to credit the charge, escalate to your payment provider and the Financial Ombudsman Service.

Explore alternatives if needed

If you cancelled because Loom's pricing was too high or its features didn't align with your needs, Stopee recommends evaluating alternatives such as Vidyard, Wistia, or even basic screen recording tools like OBS Studio (free, open-source). Compare features, pricing, and ease of use before committing to a new platform to avoid repeating the cycle.

Comparison: loom versus alternatives

Understanding how Loom compares to competitor platforms can help you decide whether to stay or cancel. Here's a quick reference:

Your cancellation checklist

Before you cancel, use this checklist to ensure you've covered every base and won't face surprises afterward:

• Confirm today's date and your subscription renewal date from your Loom billing page.
• Check whether you're within the 14-day cooling-off period; if so, mention this explicitly in your cancellation request.
• Download and save all your Loom videos to your device or cloud storage.
• Notify your team or organisation contacts about the cancellation date and any access loss.
• Log into your Loom account and navigate to billing settings.
• Click "Cancel subscription" and follow the on-screen prompts.
• Screenshot the cancellation confirmation screen.
• Wait for and save the email confirmation from Loom.
• Send a follow-up email to Loom support referencing your cancellation within 24 hours.
• Monitor your bank or credit card statement for unwanted charges after your billing period ends.
• Check your email for any refund notifications if you're entitled to one.

Stopee's final advice

Cancelling a subscription should never feel like a battle. Your consumer rights under UK law-particularly the Consumer Rights Act 2015-protect your ability to cancel fairly and receive refunds when appropriate. Loom's cancellation process is generally user-friendly once you know where to look and what to expect.

Most importantly, don't hesitate to escalate if Loom resists your cancellation or continues charging after you've cancelled. Stopee has helped thousands of consumers cancel subscriptions they thought were locked in, and we know that persistence and clear documentation almost always resolve disputes in your favour.

If you need further guidance on any SaaS cancellation, visit Stopee at stopee.com. Our team of cancellation specialists is ready to help you navigate the process, understand your consumer rights, and hold companies accountable to fair practices. Your time and money matter, and Stopee exists to make cancellation straightforward and empowering.

Contact information for escalation

If Loom refuses to cancel or process a refund, contact these UK authorities:

• Financial Ombudsman Service (FOS): For billing disputes or payment issues. Website: financial-ombudsman.org.uk. Telephone: 0800 023 1111.
• Information Commissioner's Office (ICO): For data protection concerns. Website: ico.org.uk. Telephone: 0303 123 1113.
• Citizens Advice: For general consumer advice and dispute resolution. Website: citizensadvice.org.uk.

Keep records of all cancellation requests, confirmation emails, and any disputes. Stopee recommends taking screenshots and saving PDFs of every page related to your cancellation for your own protection.