Manage Loox

How to cancel loox and stop charges on your shopify store in nigeria

What loox is and why nigerian merchants use it

Loox is a review and social-proof application that integrates directly into Shopify stores. It collects customer photos and testimonials, then displays them as widgets on your product pages and collections. For Nigerian e-commerce merchants, Loox helps build trust by showing real customer feedback with visual proof of product quality.

The app works through Shopify's billing system, which means charges appear on your Shopify invoice in Nigerian Naira (₦) converted from USD. You do not pay Loox directly; instead, Shopify manages the billing relationship and handles payment processing.

If you are no longer using Loox or want to reduce subscription costs, Stopee can help you understand your cancellation options and what happens to your data after you leave.

Who typically cancels loox

Merchants cancel Loox for several reasons: budget constraints, switching to a competitor review app, declining customer engagement with reviews, or discovering that manual review management works better for their store. Some businesses find that the USD pricing, when converted to NGN, exceeds their marketing budget for a single tool.

Whatever your reason, cancelling is straightforward once you know the correct steps and what to expect afterward.

Your consumer rights when cancelling loox in nigeria

Nigeria's Federal Competition and Consumer Protection Act (2018) protects your right to cancel digital services, though the rules differ slightly from physical product returns.

What the law says about digital services

Under Nigerian consumer law, you have the right to clear information about service terms, billing cycles, and cancellation procedures before you subscribe. Loox must disclose pricing, renewal dates, and how to cancel. If Loox fails to provide this information upfront, your consumer protection authority can intervene.

Digital services like Loox fall under distance-selling rules, which give you a cooling-off period in most cases. If you cancel within 14 days of your first charge and have not used the service substantially, you may qualify for a refund. After 14 days, refunds depend on Loox's policy, not the law.

How to escalate if loox refuses to cancel or refund

If Loox ignores your cancellation request or refuses a refund you believe you are entitled to, contact the Nigerian Consumer Protection Council or file a complaint with the Federal Competition and Consumer Protection Commission (FCCPC). Document all emails, invoices, and cancellation attempts. Stopee recommends saving screenshots of your Shopify billing history and any support responses from Loox as evidence.

Pro tip: The FCCPC has an online complaint portal where you can file disputes against foreign service providers operating in Nigeria. Response times vary, but this carries weight with Shopify as well.

How to cancel loox step by step

Cancelling Loox requires you to uninstall the app from your Shopify admin, not from any mobile app store.

Cancelling via your shopify admin dashboard

1. Log into your Shopify admin account using your email and password.
   • Navigate to the URL: your-store-name.myshopify.com/admin
   • Sign in with the account that manages billing
2. Find the Apps and sales channels menu on the left sidebar.
   • Click Apps and sales channels
   • Select All apps
3. Scroll through the list to locate Loox.
   • Use the search bar at the top to type "Loox" for faster results
   • Click on Loox when it appears in the list
4. Click the Uninstall button on the Loox app page.
   • A confirmation popup will appear asking if you want to remove the app
   • Confirm your choice by clicking Uninstall
5. Shopify will remove Loox immediately and stop future charges.
   • You will receive a confirmation message in your Shopify admin
   • Check your email for a removal confirmation from Shopify (may take a few minutes)
6. Verify the cancellation by returning to Apps and sales channels and confirming Loox no longer appears in your installed apps.
   • This is your proof that uninstallation was successful

Why you cannot cancel through the app store or google play

Loox does not charge you through Apple's App Store or Google Play, even if you downloaded the Loox mobile app. Shopify itself handles all billing, which means the only place to cancel is through your Shopify admin dashboard. If you try to uninstall from your phone's app store, charges will continue because the app subscription lives in your Shopify account, not your device.

Warning: Many merchants mistakenly uninstall Loox from their phone and assume the subscription has ended. It has not. Always uninstall through Shopify admin to stop charges.

What to do if your shopify store is paused or deactivated

If you have paused your Shopify store (frozen your shop but kept the account active), Loox charges should pause automatically. However, Stopee advises you to uninstall Loox anyway before reactivating your store. If you reactivate without uninstalling, charges will resume immediately.

Check your billing history after pausing to confirm that Loox charges have stopped. If charges continue after 2-3 days, contact Loox support with your Shopify invoice screenshots.

What happens after you cancel loox

Cancelling Loox triggers several changes to your store and your account access.

Your review widgets and customer data

Within minutes of uninstalling, all Loox review widgets will disappear from your Shopify store. Customers will no longer see photo reviews or testimonials on your product pages. If you have collected hundreds of reviews, they remain stored in Loox's servers temporarily, but you lose the ability to display them or download them through the app.

Pro tip: Before cancelling, export your review data if you plan to use another review app or want to keep a backup. Loox support can guide you through data export; contact them before you uninstall.

Billing timing and pending charges

Uninstalling Loox stops future charges immediately. However, any invoices already generated by Shopify will still be processed. For example, if your billing cycle renews on the 15th of each month and you uninstall on the 20th, the charge that was already issued on the 15th will post to your Shopify account.

You cannot reverse charges that have already been invoiced, though you may request a refund directly from Loox support if the circumstances warrant it (see the refund section below).

Reinstalling and recovering your data

If you reinstall Loox later, your previous reviews may remain in the system depending on Loox's data retention policy. Contact Loox support to confirm whether your historical data will be available before you reinstall. This is not guaranteed, so do not rely on this for long-term data storage.

Can you get a refund after cancelling loox?

Refund eligibility depends on timing, your reason for cancelling, and Loox's discretion.

The 14-day free trial and immediate cancellation

Loox offers a 14-day free trial for new merchants. If you cancel within 14 days and have not been charged, you owe nothing and no refund is necessary. Your cancellation is complete when you uninstall the app.

If you cancel within 14 days but a charge has already posted to your Shopify invoice, request a refund from Loox support. This falls under your consumer right to a cooling-off period under Nigerian distance-selling law. Include your invoice number and the date you cancelled in your request.

Refunds after a paid billing cycle

Loox does not automatically refund charges after the first 14 days. Once you enter a paid subscription, you must request a refund manually by contacting Loox support. They review requests on a case-by-case basis and may approve refunds if:

• You cancelled in error and ask within 7 days of the charge
• Your store was paused but Loox continued to charge you
• You experienced a technical issue (e.g., the app malfunctioned and you could not cancel)
• You can demonstrate that Loox billing information was unclear or misleading

How to request a refund from loox

1. Gather your evidence: Shopify invoice screenshots, cancellation confirmation, and the dates of all charges.
2. Contact Loox support at help.loox.io or through the Loox app (before uninstalling).
   • Explain your situation clearly: e.g., "I cancelled on [date] but was charged on [date]" or "My store was paused and I should not have been charged"
   • Include invoice numbers and amounts in Nigerian Naira (₦) or USD
3. Request a refund or store credit in writing and ask for a written response.
   • Keep all correspondence for escalation if Loox refuses
4. If Loox denies your refund and you believe it violates Nigerian consumer law, escalate to the FCCPC or file a complaint through Stopee's partner channels.
   • Include all email exchanges and billing evidence

Pro tip: Loox support often approves partial refunds or store credits even when they do not offer full refunds. Be specific about your request and provide dates and amounts.

Loox pricing in nigeria and when to cancel

Understanding Loox pricing helps you decide whether the cost justifies the benefits.

How loox pricing works

Loox publishes pricing in US dollars (USD) on its website. When you subscribe, Shopify converts the USD amount to Nigerian Naira (₦) at the current exchange rate. This means your NGN charge will fluctuate based on USD/NGN movements. A plan listed at $59 USD might cost ₦25,000-₦30,000 depending on the exchange rate.

Warning: Loox pricing is not fixed in NGN. If the naira weakens against the dollar, your monthly charge in naira will increase automatically. Budget for 10-15% exchange rate variation month to month.

Standard loox pricing tiers (in USD)

Most Nigerian merchants start with the free plan or Growth plan. If you are on Pro or Enterprise and not seeing ROI, Stopee recommends cancelling and using a free alternative like Shopify's native review feature or a local review app.

Common mistakes when cancelling loox

Cancellation should be simple, but merchants often make errors that delay the process or result in unexpected charges.

Mistake 1: uninstalling from your phone instead of shopify admin

Your phone's app store is not connected to your Shopify billing. Removing the Loox app from Apple or Android does nothing to stop charges. You must go to your Shopify admin, navigate to Apps, find Loox, and click Uninstall. This is the only way to end your subscription.

Mistake 2: assuming your store pause stops loox automatically

Pausing your Shopify store should stop Loox charges, but if Loox was installed before the pause, it may remain active in your app list. When you reactivate your store, charges resume immediately. Always uninstall Loox from your Shopify admin as a precaution, even if your store is paused.

Mistake 3: not checking your shopify invoice after cancelling

Uninstalling Loox stops future charges, but already-issued invoices will post. Check your Shopify billing section 2-3 days after uninstalling to confirm that no new Loox charge appears. If a charge posts after your cancellation date, request a refund immediately with your cancellation confirmation as evidence.

Mistake 4: deleting your shopify store without uninstalling loox first

If you delete your entire Shopify store, all apps, including Loox, are uninstalled automatically. However, you will be billed through the end of your current billing cycle unless you contact Loox support to request an early termination refund. Cancel Loox before you close your store to avoid this charge.

Mistake 5: not exporting your reviews before cancelling

Once you uninstall Loox, you lose access to your review dashboard. If you ever need to retrieve customer testimonials, you will have to contact Loox support, and there is no guarantee they will still have your data. Export your reviews to a CSV file before you uninstall if you plan to migrate them to another platform.

Checklist before and after cancelling loox

Use this checklist to ensure a smooth cancellation and avoid common pitfalls.

Comparing loox to alternative review apps

If you are cancelling Loox because it is too expensive or does not meet your needs, consider these alternatives available in Nigeria.

Free and low-cost alternatives

Stopee recommends testing Judge.me if you are moving away from Loox. It offers similar functionality at a lower annual cost and supports easy import of your existing reviews if Loox allows export.

Summary and next steps

Cancelling Loox takes 5 minutes if you follow the correct steps: log into your Shopify admin, navigate to Apps, find Loox, and click Uninstall. Future charges stop immediately, though any already-invoiced amounts will post to your Shopify account. If you believe you are entitled to a refund under Nigerian consumer law (within 14 days of your first charge or due to billing errors), contact Loox support with your invoices and cancellation date.

Before you cancel, export your reviews and take screenshots of your current plan. After cancellation, verify that Loox widgets have disappeared from your store and that no new charges appear in your Shopify billing within 2-3 days.

If Loox refuses to acknowledge your cancellation or denies a refund you believe is justified, escalate to the Federal Competition and Consumer Protection Commission (FCCPC) or contact a consumer advocacy partner. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover charges in Nigeria. If you need guidance on disputing a charge or interpreting your consumer rights, reach out to Stopee at stopee.com for free advice tailored to your situation.

Loox cancellation contact information

Loox support: help.loox.io

Shopify billing support: your-store-name.myshopify.com/admin/help

Nigerian consumer escalation: Federal Competition and Consumer Protection Commission (FCCPC), Abuja, Nigeria. File complaints online at fccpc.gov.ng.

Keep all correspondence, invoices, and cancellation confirmations for at least 12 months in case you need to pursue a refund dispute later.