Manage Loona

How to cancel loona and protect your subscription rights in south africa

Understanding loona and why you might want to cancel

Loona is a subscription-based app offering guided conversational prompts and relaxation activities designed to help you build meaningful connections and develop calm evening routines. The app combines social features with curated content, accessed through iOS, Android, or direct website purchases.

If you've decided Loona no longer fits your needs-whether due to cost, lack of engagement, or a change in priorities-you deserve a straightforward cancellation process. At Stopee, we understand that cancelling subscriptions should be simple, not frustrating. This guide walks you through every step, from how to cancel on your specific platform to what happens next and how to claim a refund if you're entitled to one.

When cancellation makes sense

You might choose to cancel Loona if you're not using the app regularly, if the weekly or monthly cost doesn't justify the value you're getting, or if you want to reduce your overall subscription expenses. Many users also cancel after completing a free trial without realizing automatic renewal has kicked in. Whatever your reason, you have consumer rights protecting you in South Africa.

The cost of staying subscribed

Loona's pricing ranges from R154.99 per week to R409.99 per year, depending on the plan you choose. If you're on a weekly or monthly plan and forget to cancel, charges add up quickly. The sooner you take action, the sooner you stop paying for a service you're not using.

Your consumer rights when cancelling loona

South Africa's Consumer Protection Act (CPA) gives you legal protections when cancelling digital subscriptions, and you should know them before you act.

What the consumer protection act covers

Under the CPA, you have the right to cancel a subscription within 14 calendar days of the date you conclude the agreement-this applies even if you've already started using the service. For Loona, this means if you signed up within the last 14 days, you may be entitled to a full refund, regardless of what the company's terms say. Loona's own policy states "all sales are final and non-refundable," but this does not override your legal rights under South African law.

Additionally, the CPA requires that cancellation be "as easy as the process of conclusion"-in plain English, if you could sign up in two taps, you should be able to cancel in two taps as well. If Loona makes cancellation deliberately difficult or hidden, that's a breach of consumer protection law.

What to do if loona refuses to honour your rights

If you cancel within 14 days and Loona refuses your refund request, you can escalate your complaint to the National Consumer Commission (NCC). The NCC investigates violations of the CPA and can force companies to refund you, plus pay a penalty. Keep records of your cancellation request, the date you signed up, and any correspondence with Loona support. Stopee recommends documenting everything-screenshots, email confirmations, and payment records-so you have proof if you need to file a formal complaint.

How to cancel loona on iOS (App store)

If you subscribed to Loona through Apple's App Store, your cancellation is handled directly in your iOS Settings, not in the Loona app itself.

1. Open the Settings app on your iPhone or iPad.
   • Look for the grey gear icon on your home screen.
2. Tap your name at the top of the screen.
   • You'll see your Apple ID profile card.
3. Select "Subscriptions."
   • This shows all active subscriptions linked to your Apple account.
4. Find and tap "Loona" in the list.
   • You'll see the current plan, renewal date, and price.
5. Tap "Cancel Subscription."
   • Apple will ask you to confirm. Select "Confirm Cancellation."
   • You may see a retention offer asking you to stay-decline it if you're certain.
6. Verify the cancellation in your Settings.
   • Return to Subscriptions and confirm Loona no longer appears as active, or shows "Expired" status.

Pro tip: Take a screenshot of the cancellation confirmation. If Loona continues to charge you, you'll have proof you cancelled and can dispute the charge with Apple or your bank.

Warning: Deleting the Loona app does NOT cancel your subscription. Many users make this mistake. You must cancel through Settings as described above.

What to expect after cancelling on iOS

Your subscription remains active until the end of your current billing cycle. If you cancel on day 5 of a 7-day subscription, you keep full access for 2 more days. After the cycle ends, you lose access to paid content. You will not be charged again unless you manually resubscribe.

How to cancel loona on android (Google play)

Android users subscribe through Google Play Store, and the cancellation process mirrors Apple's but takes place in the Play Store app instead of system Settings.

1. Open the Google Play Store app on your Android phone or tablet.
   • Tap the profile icon in the top right corner (your photo or initial).
2. Select "Payments and subscriptions" from the menu.
   • This opens your subscription management hub.
3. Tap "Subscriptions."
   • You'll see all active subscriptions tied to your Google account.
4. Find and tap "Loona."
   • The subscription details page will open, showing your plan, price, and renewal date.
5. Tap "Cancel subscription" at the bottom of the screen.
   • Google will ask why you're cancelling-you can skip this or provide feedback.
   • Confirm your cancellation when prompted.
6. Check your email for a cancellation confirmation from Google Play.
   • This email serves as your receipt and proof of cancellation.

Pro tip: Forward the Google Play confirmation email to yourself and save it in a dedicated folder. If a dispute arises, you'll have timestamped proof.

Warning: Some Android users report that the "Cancel subscription" button doesn't appear immediately after tapping the subscription. If this happens, wait 24 hours and try again, or contact Google Play support directly.

What happens to your android subscription after cancellation

Like iOS, your Loona access continues through the end of your current billing period. If you're in the middle of a monthly subscription, you'll have access until the next renewal date. After that date passes, your access ends and no further charges occur unless you resubscribe manually.

How to cancel a direct website subscription

If you subscribed to Loona directly on theloona.app website rather than through an app store, the cancellation process is slightly different.

1. Visit the Loona website and log into your account.
   • Go to theloona.app and click your profile icon or account settings.
2. Navigate to "Billing," "Subscriptions," or "Account Settings"-exact wording varies.
   • Look for a section labeled "Manage Subscription" or "Payment Methods."
3. Locate your active Loona subscription.
   • You should see your plan, renewal date, and the amount you're paying.
4. Click "Cancel Subscription" or "Stop Recurring Billing."
   • Loona may ask for cancellation feedback-answer or skip.
   • Confirm your cancellation when prompted.
5. Check your email inbox for a cancellation confirmation.
   • Loona should send you a confirmation email within a few minutes.
   • If you don't receive one within 24 hours, contact Loona support at their Zendesk portal (loonainc.zendesk.com).

Pro tip: If you can't find your subscription settings on the website, check your email for an invoice or payment receipt from Loona. That email often contains a direct link to manage your subscription.

Warning: Direct website subscriptions sometimes use third-party payment processors. If Loona's website doesn't show a cancellation option, you may need to cancel through the payment processor instead-Stripe, PayPal, or your credit card company. Contact Loona support to clarify which processor handles your payment.

Common mistakes users make when cancelling loona

Cancelling a subscription should feel empowering, not stressful. Yet many users unknowingly extend their subscriptions or miss crucial refund deadlines. Here are the traps Stopee sees most often.

Deleting the app instead of cancelling

This is the number one mistake. Deleting Loona from your phone stops you using it, but your subscription keeps renewing and charging your payment method. You must cancel through your app store settings or the website, not by deleting the app.

Ignoring the 14-day refund window

South Africa's Consumer Protection Act gives you 14 days from sign-up to cancel and get a full refund. If you wait 20 days, Loona will likely refuse your refund request and cite their "no refund" policy. Mark your sign-up date on your calendar and act within 14 days if you want a refund.

Cancelling too late in the billing cycle

If you cancel on day 6 of a 7-day subscription, you still get charged for day 7. Cancelling early in your billing cycle (ideally within the first 1-2 days) gives you the most value and a longer period before the final charge. However, you will still be charged for that cycle regardless of when you cancel-your cancellation only prevents future renewals.

Not saving proof of cancellation

If Loona charges you again after you cancel, you'll need evidence that you cancelled. Screenshot your confirmation screen and save any confirmation emails. Without proof, disputing the charge becomes much harder.

Requesting a refund without documenting the reason

If you contact Loona support to request a refund, be specific. Don't just say "I want a refund." Instead, cite the CPA's 14-day cooling-off period or explain that you were charged without proper disclosure before signing up. Companies are more likely to honour refund requests backed by consumer law than vague requests.

What happens after you cancel loona

Cancelling your subscription triggers several changes to your account and access-knowing what to expect helps you avoid unwanted surprises.

Your access continues until the billing cycle ends

You don't lose access the moment you cancel. Loona allows you to keep using all premium features until your current billing period finishes. If you cancel a monthly subscription on the 5th, you have full access until the end of that month. Use this time to download or screenshot any content you want to keep.

No more charges after cancellation

Once your current billing cycle ends, Loona stops charging your payment method. Verify this by checking your bank or credit card statement 2-3 weeks after your cycle ends. If you see another charge, contact your bank immediately to dispute it-you have a strong case since you cancelled.

Your data and account remain unless you request deletion

Cancelling a subscription does not delete your Loona account or any data you've created (conversations, saved content, preferences). If you want Loona to delete your account and personal information, you must submit a separate data deletion request to Loona support. This is your right under the Protection of Personal Information Act (POPIA). Stopee recommends filing a POPIA data subject access request if you have privacy concerns.

Resubscribing is possible anytime

You can resubscribe to Loona at any time through your app store or the website. Some users cancel and resubscribe later to take advantage of promotional offers or free trials-this is allowed, though terms may have changed since you last subscribed.

Will you get a refund for loona

Refund eligibility depends on when you cancel, which platform you used, and whether you fall within South Africa's legal consumer protection window.

Loona's stated refund policy

Loona's official terms state: "all sales are final and non-refundable." This applies to subscriptions purchased directly on their website. However, this policy does not supersede your legal rights under the CPA. The CPA's 14-day cooling-off period overrides Loona's policy, meaning you can legally demand a refund within 14 days of signing up, even if Loona's terms say otherwise.

Refunds through app stores (Apple and google)

Apple and Google have their own refund policies separate from Loona's terms. Both platforms typically allow refunds within 48 hours of purchase, but this window is stricter than the CPA's 14-day period. User reports suggest refunds through app stores are handled case-by-case and are often denied, even for cancellations within the free trial period. Your best strategy is to cite the CPA's 14-day right, not the app store's narrower policy.

How to request a refund

If you cancel within 14 days of sign-up, contact Loona support immediately and request a refund under the CPA's cooling-off period. Reference section 5(1)(a) of the CPA, which grants you the right to cancel without reason within 14 days. Submit your request in writing via email or through Loona's support portal. Include your sign-up date, subscription plan, and payment amount. Keep copies of all correspondence.

If Loona refuses your refund, escalate to the National Consumer Commission and file a formal complaint. Stopee has seen the NCC compel refunds in cases where companies ignored the CPA's 14-day period.

What if you're charged after cancellation

If Loona charges you after your cancellation cycle ends, this is an unauthorized charge. Contact your bank or credit card company within 30 days and dispute the charge. Provide your cancellation confirmation as evidence. You have strong legal standing, and banks take post-cancellation charges seriously.

Loona pricing and subscription plans in south africa

Understanding what you're paying for helps you decide whether cancellation is the right choice. Here's the current Loona pricing as of 2024-2025 on the South African App Store.

Prices and plan names may vary depending on your device, any active promotions, or regional pricing adjustments. If you're paying more than the amounts shown above, you may be on a tier or offer that's no longer advertised-consider cancelling and resubscribing to a cheaper plan if you want to continue using Loona.

Your cancellation checklist for loona

Use this checklist to ensure you cancel correctly and protect yourself from unexpected charges or refund denial.

1. Note your Loona sign-up date and current billing cycle end date.
2. Decide which cancellation method applies: iOS Settings, Google Play, or website.
3. Complete the cancellation steps outlined in this guide for your platform.
4. Take a screenshot of the cancellation confirmation page.
5. Save any cancellation confirmation emails from Apple, Google, or Loona.
6. If you signed up within 14 days, email Loona support requesting a refund under the CPA's cooling-off period.
7. Check your bank or credit card statement 2-3 weeks after your billing cycle ends to confirm no new charges.
8. If a charge appears, contact your bank immediately and dispute it, citing your cancellation confirmation.
9. If Loona refuses a refund you're entitled to, file a complaint with the National Consumer Commission.

Why you should cancel with confidence

South Africa's consumer protection laws exist to protect you. Loona cannot trap you in a subscription, hide the cancellation process, or ignore your legal 14-day refund right. If you've decided to cancel, do it now-delay only gives Loona another chance to charge you.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover refunds they were legally entitled to. Whether you're cancelling Loona due to cost, lack of use, or a change in priorities, you have the right to a hassle-free cancellation and full transparency about your data. Visit Stopee today for guides on cancelling any subscription service, escalation templates, and consumer law resources tailored to South Africa. Stopee empowers you to take control of your subscriptions and stop paying for services you don't use.