Manage Loox

How to cancel loox and reclaim control of your review management

What loox is and why you might want to cancel

Loox is a review management platform designed for e-commerce stores on Shopify. It automates the collection and display of customer reviews, particularly photo and video testimonials, to help boost trust and conversions on your storefront.

The platform integrates directly with Shopify and sends automated review request emails to customers after purchase. It also offers incentive mechanics to encourage customers to submit photo reviews, plus widgets you can customise and place anywhere on your store.

You might decide to cancel Loox for several reasons: the cost doesn't justify the return, you've found a competitor tool you prefer, your store structure has changed, or you simply want to simplify your app stack. Whatever your reason, Stopee is here to guide you through the cancellation process clearly and painlessly.

Key features of loox

Loox offers automated review requests, photo and video review collection, customisable review widgets, integration with Shopify and other sales channels, SEO optimisation for reviews, and referral mechanics to incentivise customer participation. Depending on your plan, you also get access to AI-powered review sorting, auto-translated reviews, and AI-generated reply suggestions.

Why this guide matters for you

Cancelling a Shopify app can be confusing because billing is managed through Shopify's system, not Loox directly. Stopee has created this guide to help you avoid common pitfalls, understand your refund rights under Singapore law, and take action with confidence.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act protects you when you purchase goods and services, but digital services like SaaS apps have fewer statutory protections than physical goods.

What singapore law says about refunds

Singapore law does not mandate a 14-day cooling-off period for digital services such as SaaS subscriptions. This means Loox is not legally required to offer a refund after your trial ends simply because you change your mind.

However, you are still protected if the service is defective, not fit for purpose, or if you discover a billing error. If Loox fails to deliver promised functionality-such as review widgets not displaying properly or automated emails not being sent-you have grounds to request a refund or dispute the charge through Shopify.

When you can escalate a dispute

If Loox refuses to address a legitimate billing or service complaint, you can escalate to the Consumers Association of Singapore (CASE) or dispute the charge directly with Shopify. Since your billing is managed by Shopify, Shopify's own refund policies and dispute resolution process become your strongest lever.

Stopee recommends keeping clear records of all communications with Loox support and screenshots of any service failures before you escalate.

Loox pricing and plans explained

Understanding Loox's pricing structure will help you calculate what you stand to save by cancelling and assess whether a refund is likely.

Current loox plans and pricing

How loox billing works

All Loox subscriptions are billed through Shopify's platform, not directly by Loox. This means your credit card is charged by Shopify each month, and your billing history appears in your Shopify admin account under "Billing" or "Apps and sales channels" depending on your Shopify version.

Loox offers a 14-day free trial. If you cancel before day 14 and before your first charge, you will not be billed. After your trial ends, your first charge is processed by Shopify, and subsequent monthly charges renew automatically.

Pro tip: The prices above reflect current USD-to-SGD conversion rates at a specific point in time. Your actual charge may vary slightly due to Shopify's real-time conversion rates or your card issuer's fees. Always check your Shopify billing statement for the exact amount charged.

How to cancel loox step by step

Cancelling Loox is straightforward if you follow the correct process. The method depends on whether your subscription is still active and where it is billed from.

Cancel loox via shopify (the primary method)

Since Loox billing is managed through Shopify, uninstalling the app via your Shopify admin is the fastest and most reliable way to stop charges immediately.

1. Log into your Shopify admin dashboard.
2. Navigate to "Apps and sales channels" in the left sidebar menu.
3. Search for or locate "Loox" in your installed apps list.
4. Click on the Loox app entry to open its detail page.
5. Select the "Uninstall" button (usually located in the top right or under app settings).
6. Confirm the uninstall prompt. Shopify will ask if you want to remove the app-select "Uninstall" again to confirm.
7. Once uninstalled, Shopify will immediately stop all future charges for Loox in your billing cycle.

Warning: Uninstalling the Loox app from your Shopify store will remove all Loox functionality from your storefront, including review widgets and automated review request emails. Any review data stored in Loox may no longer be accessible via your store, though Loox may retain it on their servers depending on their data retention policy.

If your shopify store is paused or deactivated

If you have paused or deactivated your Shopify store but Loox charges are still being processed, this is a sign that the app was not properly uninstalled before you paused your store.

1. Reactivate your Shopify store temporarily so you can access the admin dashboard.
2. Follow the uninstall steps above to remove Loox from your apps list.
3. Contact Loox support directly to request a refund for charges incurred while your store was paused and the app was still active. Use their support portal at help.loox.io/support/solutions/articles/501000162473/create_ticket to submit a refund request.
4. Once the app is uninstalled, you can pause or deactivate your Shopify store again if you wish.

Pro tip: When you contact Loox support, provide your Shopify store URL and account email, along with a clear explanation of the dates your store was paused and the charges you want refunded. This speeds up their review process.

Contact loox support for refunds or disputes

If you believe you have been charged incorrectly or if you want to request a refund, contact Loox directly through their support channel.

1. Visit help.loox.io/support/solutions/articles/501000162473/create_ticket in your web browser.
2. Create a new support ticket with your account details and a clear description of the issue-whether it is a billing error, a request for a refund, or a complaint about service quality.
3. Loox support will review your request and respond within their standard support window (typically 24-48 hours).
4. If Loox declines your refund request, you can escalate the dispute to Shopify by opening a dispute or chargeback through your Shopify billing settings or your credit card company.

Stopee recommends documenting your reasons for the refund request in detail. Mention specific dates, amounts, and any service failures or billing errors you encountered. This evidence strengthens your case if you need to escalate beyond Loox support.

Will you get a refund after cancelling loox?

Refund eligibility depends on when you cancel and whether you have grounds for a dispute under Singapore consumer law.

Refunds during the free trial

Loox offers a 14-day free trial with no credit card required for most new accounts. If you cancel your Loox subscription within the 14-day trial period and before your first charge is processed, you will not be billed at all.

To confirm whether you are still in your free trial, check your Shopify billing history. If you see no charge from Loox, you are still within the trial window and can safely uninstall without any payment impact.

Refunds after your trial ends (paid subscriptions)

Once your free trial expires and your first charge is processed by Shopify, Loox generally does not issue automatic refunds for cancellations. Refunds are considered case by case and are not guaranteed.

However, you may still qualify for a refund if:

• You were charged multiple times in error (billing mistake).
• The service was defective or did not function as advertised (fit for purpose claim).
• You cancelled but were charged again due to a system error.
• Your store was paused or deactivated but Loox charges continued.

In any of these cases, contact Loox support with evidence and request a refund. Stopee has helped thousands of consumers recover refunds by providing clear documentation and citing consumer protection rights. Singapore's Consumer Protection (Fair Trading) Act gives you the right to dispute charges for services that fail to meet a reasonable standard of fit for purpose.

Disputing a charge if loox refuses

If Loox support denies your refund request and you believe the charge was unfair or the service was defective, you have two escalation paths:

• Contact Shopify directly through your Shopify admin and open a dispute or request a refund through Shopify's own billing dispute system.
• Dispute the charge with your credit card company or bank if you believe Loox breached consumer protection standards.

Warning: Do not dispute a charge as "fraud" unless you genuinely did not authorise the transaction. Disputing for service quality or refund requests should be framed as a billing dispute or service complaint to avoid damaging your relationship with Shopify or your payment provider.

What happens after you cancel loox

Cancelling Loox triggers several immediate and ongoing changes to your store and data access. Understanding these helps you prepare and avoid surprises.

Immediate changes to your storefront

When you uninstall Loox from your Shopify admin, the app is removed from your store immediately. This means:

• All Loox review widgets disappear from your storefront pages where they were displayed.
• Automated review request emails stop being sent to customers after their purchases.
• Any custom review sections or product review displays powered by Loox cease to function.

Your store will continue to function normally-only Loox-specific features are removed. Customer data, orders, and Shopify's native functionality remain intact.

What happens to your review data

After you uninstall Loox, your reviews and review data may still exist on Loox's servers, but they will no longer be accessible through your Shopify store. Loox's data retention policy allows them to keep your review data for a period of time after cancellation.

If you want to preserve your reviews before uninstalling, contact Loox support and request an export of all review data (typically provided in CSV or JSON format). This process can take 24-48 hours. Stopee recommends requesting this export before you uninstall the app to avoid complications.

Billing timeline after cancellation

Once you uninstall Loox via Shopify, all future charges stop immediately. However, charges that were already generated before you uninstalled may still be processed by Shopify if they fall within your current billing cycle.

For example, if you are charged on the 15th of each month and you uninstall on the 10th, you will not be charged. But if you uninstall on the 20th and your charge date is the 15th, that month's charge may have already been processed.

Common mistakes when cancelling loox

Cancelling an app can be stressful, especially when billing is involved. Here are the pitfalls most people encounter-and how to avoid them.

Uninstalling from your mobile app instead of the admin dashboard

If you use the Shopify mobile app and try to uninstall Loox from there, the action may not process correctly or may be incomplete. Always uninstall Loox using your full Shopify admin dashboard on a desktop or laptop browser to ensure the uninstall is fully registered in Shopify's system.

Assuming a paused store means loox charges will stop

Many store owners pause their Shopify store thinking this will automatically cancel all app subscriptions. It does not. Loox billing will continue even if your store is paused unless you actively uninstall the app. This is a common cause of unexpected charges.

Always uninstall Loox before pausing your store if you do not want to be charged.

Not checking your shopify billing history after uninstalling

After you uninstall Loox, log into your Shopify billing section and verify that no new Loox charges appear in your next billing cycle. Check your credit card statement as well. If a charge appears after uninstallation, contact Shopify support immediately and request a refund.

Confusing loox with shopify's native reviews feature

Shopify offers a built-in product reviews feature. If you want customer reviews on your store after cancelling Loox, you can enable Shopify's native reviews feature at no additional cost. This is a simple alternative if you still want review functionality.

Comparison: should you cancel or keep loox?

Before you commit to cancellation, consider whether the cost actually outweighs the benefit for your store's performance.

When to cancel loox

Cancel Loox if your store volume does not justify the monthly cost, if you have found a competitor tool with better pricing or features, or if review collection is simply not a priority for your business right now. Cancelling frees up budget for other growth initiatives and simplifies your app stack.

When to keep loox

Keep Loox if reviews are a proven conversion lever for your store, if your order volume is high enough to spread the cost per order, or if you are using advanced features like video reviews or AI sorting that add real value to your customer experience.

Cancellation checklist before you uninstall

Use this checklist to ensure you do not miss any critical steps before you cancel Loox.

1. Request a data export of all reviews and customer feedback from Loox support (allow 24-48 hours for processing).
2. Take screenshots of all active Loox widgets and review campaigns so you have a record of what was in place.
3. Check your Shopify billing history to confirm your current plan, price, and billing date.
4. Decide whether you want to enable Shopify's native reviews feature as a replacement.
5. Plan a date to uninstall Loox that aligns with your billing cycle if possible (early in the cycle to avoid a final charge).
6. Log into your Shopify admin via desktop and navigate to Apps and sales channels.
7. Uninstall Loox and confirm the action.
8. Wait 24 hours, then verify that no new Loox charge appears pending in your Shopify billing section.
9. Contact Loox support if you want to request a refund for any billing errors or service complaints.
10. Monitor your credit card statement for the next two billing cycles to ensure no unexpected Loox charges appear.

Contact information and escalation

If you encounter issues during or after cancellation, here is how to get help.

Loox support

Loox's support portal is located at help.loox.io/support/solutions/articles/501000162473/create_ticket. Submit a ticket for billing questions, refund requests, or technical issues. Response times are typically 24-48 hours during business days.

Shopify support

If Loox does not respond or you need help with billing management, contact Shopify support directly through your admin dashboard. Shopify handles all payment processing and can dispute charges or issue refunds on their end.

Singapore consumer protection escalation

If both Loox and Shopify decline your refund request and you believe you have been treated unfairly under Singapore's Consumer Protection (Fair Trading) Act, contact the Consumers Association of Singapore (CASE) or lodge a complaint with the Competition and Consumer Commission of Singapore (CCCS).

Final thoughts: take control of your subscriptions

Cancelling Loox is a straightforward process once you know the right steps. The key is to uninstall via your Shopify admin, verify that charges have stopped, and preserve your review data before disconnecting. If you believe you deserve a refund due to billing errors or service quality issues, do not hesitate to escalate your complaint-Singapore consumer law is on your side.

Stopee has helped thousands of consumers cancel subscriptions with confidence by breaking down the process into clear, actionable steps. Whether you are leaving Loox because of cost, because you have found a better tool, or because your business priorities have shifted, this guide has given you the knowledge to act decisively and protect your rights. Take control of your subscriptions today and redirect that budget toward the tools and services that actually drive growth for your store.