Manage Loop

How to cancel your loop subscription in south africa: your step-by-step guide

What is loop and why you might want to cancel

Loop is a South African company offering two distinct services: a zone-based 5G data device service and delivery management software for logistics teams. Understanding which Loop product you use is the first step toward cancelling the right service-and reclaiming control of your billing.

The two loop products explained

Loop's device and data service provides zone-based mobile connectivity through a free-to-use or purchased device, with plans ranging from R475 to R675 per month. Alternatively, Loop's delivery management software helps logistics teams plan routes, dispatch drivers, and track proof of delivery, with monthly costs starting at R1,750 for the Startup plan.

If you subscribed via the App Store or Google Play, you are using the mobile data service. If you signed up directly at Loop.co.za, you likely use the delivery software platform. Knowing the difference matters when you cancel-each has its own cancellation rules and notice periods.

Common reasons customers cancel loop

You might be cancelling because your business no longer needs delivery management software, your mobile data usage has dropped, or you have found a more affordable alternative. Whatever your reason, Stopee is here to guide you through the process without surprises or hidden charges.

Your consumer rights in south africa when cancelling loop

South African consumer law sets clear expectations for subscription services, and Loop must honour these rights when you decide to cancel.

Protection under the consumer protection act

The Consumer Protection Act 68 of 2008 grants you the right to cancel most distance contracts (including online subscriptions) within 14 calendar days of purchase, provided you have not yet received the service or used it. However, Loop's terms state that once a subscription period has begun, fees are non-refundable-which may conflict with your statutory cooling-off rights depending on the service type.

If Loop refuses a refund within your 14-day window and you have not materially used the service, you can lodge a complaint with the National Consumer Commission (NCC) or your provincial consumer protection authority. Stopee recommends keeping records of your purchase date, payment confirmation, and any communication with Loop support as evidence.

What happens with in-app purchases

If you bought your Loop subscription through the App Store or Google Play, you are protected by Apple's or Google's refund policy, not Loop's terms alone. Both platforms allow refunds within 48 hours of purchase for most apps and subscriptions. After 48 hours, you must contact Loop directly-but the app store's policy is your first line of appeal.

Loop pricing and plan structures for 2024-2025

Loop's pricing varies significantly depending on whether you choose a device-based data plan or delivery management software.

Current loop pricing in south african rands

Notice the cost difference: data plans range from R250 to R675 monthly, while delivery software starts at R1,750. Your cancellation timeline and refund eligibility depend entirely on which plan you hold.

How to cancel loop step by step

Stopee breaks down the cancellation process into clear, actionable steps-separated by where you subscribed.

Cancelling loop via the web (Loop.co.za)

If you signed up directly at Loop.co.za for a device plan or delivery software, follow these steps to cancel properly.

1. Log in to your Loop account at Loop.co.za using your email address and password.
   • If you have forgotten your password, click "Forgot password?" and follow the reset link sent to your registered email.
2. Navigate to your account settings or billing dashboard (usually labelled "Billing", "Subscriptions", or "Account").
   • Look for a section titled "Active subscriptions" or "Current plans".
3. Select the Loop plan you wish to cancel and click "Cancel subscription" or "Request cancellation".
   • Loop may ask you why you are leaving-this feedback is optional but helps the company improve.
4. Review the notice period required for your specific plan:
   • Startup and Core delivery plans: Provide at least 30 days' written notice before the next billing cycle.
   • Professional and Enterprise plans: Provide 90 days' notice after your 12-month initial commitment ends (these plans include a 90-day trial and 12-month lock-in).
   • Device plans (Pergig, Unlizones): 30 days' written notice is standard; check your contract terms for any exceptions.
5. Confirm your cancellation date in writing. Loop will send a confirmation email detailing when your access ends and your final billing date.
   • Pro tip: Screenshot or print this email as proof of your cancellation request in case disputes arise.
6. If you hold a free-to-use device (Loop Pergig or Unlizones plan), Loop will provide instructions for returning the device before or after your cancellation date. Follow these carefully to avoid charges for non-return.
   • Request a return shipping label if one is not provided automatically.

Cancelling loop subscriptions bought via app store or google play

If you subscribed through Apple's App Store or Google Play Store, you must cancel through that platform's account settings-not through Loop's website.

1. Open the App Store (on iPhone or iPad) or Google Play Store (on Android).
   • On iPhone: Tap your profile icon in the top-right corner.
   • On Android: Tap your profile icon in the top-right corner of the Play Store app.
2. Tap "Subscriptions" or "Manage subscriptions".
   • You will see a list of all active subscriptions tied to your account.
3. Find and select the Loop subscription you wish to cancel.
   • Tap "Cancel subscription" or "Unsubscribe".
4. Confirm the cancellation. The platform will ask if you are sure you want to cancel-tap "Yes" or "Confirm".
   • Your subscription will end at the end of the current billing period. You retain access until that date.
5. You will receive a cancellation confirmation email from Apple or Google.
   • Warning: If you delete the Loop app without first cancelling the subscription, your subscription will continue and you will be charged until you cancel through the app store settings.

Cancelling via written notice

Loop's terms allow cancellation via written notice sent to the address specified in your contract or billing portal. This method creates a formal record and is especially useful if Loop does not respond to in-app cancellation requests.

1. Compose a cancellation email or letter with the following details:
   • Your full name and registered email address.
   • Your Loop account number or subscription ID (found on your invoice or in the billing dashboard).
   • The words: "I hereby cancel my Loop subscription effective [date 30 days from today, or as specified in your contract]."
   • Your preferred cancellation date (ensure it respects the required notice period).
   • A request for written confirmation of cancellation.
2. Send the email to the support or billing email address listed in your Loop contract or on the Loop.co.za website.
   • If no email is visible, navigate to Loop.co.za's "Contact us" page and select "Billing" as the inquiry type.
3. Keep a copy of the email you sent, including the date and time sent.
   • Pro tip: Use email with read receipts enabled, or send the notice via registered mail if you need undeniable proof of delivery.
4. Wait for Loop's written confirmation. If you do not receive one within 5 business days, follow up with a second email or phone call to Loop support.
   • Stopee recommends requesting confirmation by email so you have a paper trail.

What happens to your loop account after cancellation

Cancelling your subscription does not mean your data and access disappear immediately-understanding the post-cancellation timeline helps you avoid losing important information.

Access and service termination timeline

Your Loop account access continues until the end of your paid billing period or until the notice period specified by your plan has elapsed-whichever is later. For example, if you cancel on the 10th of the month and your plan requires 30 days' notice, your access ends on the 10th of the following month.

After your access ends, you can no longer log in to your Loop account, access delivery data, or use your data allowance. If you hold a free-to-use device, you must return it by the date Loop specifies or you may incur return or non-return fees.

Protecting your data before cancellation ends

Loop retains your account data and history for a limited time after cancellation according to its internal data retention practices. To avoid losing critical delivery records, proof-of-delivery data, or customer information, export everything you need before your access ends.

1. Log in to your Loop account before the cancellation date.
2. Navigate to "Reports", "Data exports", or "Download history"-the exact menu depends on your plan.
3. Export or download delivery records, CSV files, and any custom reports as PDF or spreadsheet files.
4. Save these files to your computer or cloud storage (Google Drive, OneDrive, Dropbox) for future reference.
5. Test one file to confirm it opens correctly before you lose access.

Warning: Do not assume Loop will email you your data after cancellation. Take responsibility for exporting it yourself while you still have access.

Will loop give you a refund?

Refund eligibility is the question every cancelling customer asks-and Loop's answer is strict, though not absolute.

Loop's standard refund policy

Loop's terms state clearly: once a subscription period has started, monthly fees are non-refundable. If you cancel mid-month, you forfeit the remainder of that month's fee. Refunds for prepaid periods are considered only in exceptional cases at Loop's sole discretion-meaning you must ask and justify your request.

This policy aligns with many software-as-a-service (SaaS) providers, but it may conflict with your statutory rights under the Consumer Protection Act if you cancel within 14 days of purchase and have not meaningfully used the service.

Refund eligibility by subscription type

How to request a refund from loop

1. Contact Loop support immediately by email (support@loop.co.za or via the Loop.co.za contact form).
2. State your case clearly: the date you purchased, the reason for your refund request, and any evidence that you have not benefited from the service (e.g., minimal usage data, technical issues preventing use).
3. Mention that you are within the 14-day cooling-off window if applicable, or that the service was faulty or misrepresented.
4. Attach screenshots of your invoice, registration confirmation, and any error messages or support tickets showing the issue.
5. Ask Loop for a written response within 10 business days.
6. If Loop refuses and you believe your consumer rights were violated, escalate to the National Consumer Commission (NCC) or your provincial consumer protection authority with your email trail and evidence.

Stopee has helped thousands of consumers navigate refund disputes by standing firm on their legal rights-and you can too.

Common mistakes to avoid when cancelling loop

Cancelling a subscription feels simple, but small oversights can lock you into unwanted charges or cost you a refund you deserved.

Mistake 1: deleting the app without cancelling the subscription

Your Loop subscription continues even after you delete the app from your phone. Uninstalling does not cancel-it only hides the bill from your view. You must cancel through the app store settings or Loop's website first, then delete the app if you wish.

Mistake 2: missing the notice period requirement

Loop's notice periods are not suggestions. If you require 30 days' notice and you cancel on the 20th of the month with only 10 days left, you will still be charged for the full next month. Calculate your deadline carefully and submit your cancellation request well in advance of the required notice period.

Mistake 3: not exporting your delivery data before cancellation

If you use Loop's delivery software and cancel without backing up your delivery records, proof-of-delivery data, and customer information, you may lose access to years of operational history the moment your cancellation takes effect. Export everything while you still have access.

Mistake 4: forgetting to return a free-to-use device

Loop's free-to-use device plans (Pergig and Unlizones) require you to return the device. Ignoring this requirement can result in charges for non-return, defeating any savings you hoped to make by cancelling. Return the device on time and keep the shipping receipt as proof.

Mistake 5: not keeping cancellation proof

If Loop loses track of your cancellation request or claims it never received your notice, you need written evidence that you cancelled on time. Screenshot confirmation emails, print or photo your written notice, and retain bank statements showing when charges stopped. Stopee recommends keeping these records for at least one billing cycle after your cancellation date.

Your step-by-step post-cancellation checklist

Use this checklist to confirm you have completed every step and protected yourself from surprise charges.

When to cancel versus when to keep your loop subscription

Before you cancel, ask yourself whether the service truly no longer serves your needs or whether a brief pause, plan downgrade, or support ticket could solve your problem.

Reasons to keep your loop subscription

• You use Loop's delivery management software daily and it remains the most cost-effective solution for your team's routing and dispatch needs.
• Your 5G data plan covers your mobile usage at a price lower than competitors (compare against Vodacom, MTN, and Telkom rates in your area).
• You are within a long-term contract (Professional, Enterprise, or 12-month device plans) and early termination fees would cost more than completing the commitment.
• Loop support has already acknowledged a technical issue and is working toward a fix.

Reasons to cancel your loop subscription

• You have found a cheaper delivery management alternative with better features (e.g., superior route optimisation or real-time driver tracking).
• Your data usage has dropped and a lower-cost data plan from another provider (or a data-only prepaid option) better matches your actual needs.
• You signed up within the last 14 days, have barely used the service, and it does not meet your expectations.
• Loop support has not resolved a recurring technical issue within a reasonable timeframe (10-15 business days).
• You are paying for features you no longer use (e.g., geofencing in the Core plan when Startup would suffice).

How stopee can help you cancel loop with confidence

Cancelling Loop does not have to be stressful or risky. Stopee is a consumer advocacy platform dedicated to making cancellations simple, transparent, and fair. When you use Stopee, you gain access to step-by-step guides, real service details, and consumer rights information tailored to South African law.

Whether you are fighting a refund, tracking down a cancellation confirmation, or escalating a dispute with the National Consumer Commission, Stopee provides the knowledge and templates you need to advocate for yourself. We have helped thousands of South African consumers cancel subscriptions fairly and keep their money-and Stopee is ready to help you too.

Contact loop for cancellation and support

If you need to reach Loop directly, use the contact details below:

• Email: support@loop.co.za or billing@loop.co.za (check your invoice or Loop.co.za's contact page for the most current address)
• Website: Loop.co.za
• Account management: Log in to Loop.co.za and navigate to "Settings" or "Support" for live chat or ticketed support
• Device return address: Loop will provide this by email when you cancel; request a return shipping label if you are responsible for return costs

If Loop fails to respond or denies you a refund you believe you are entitled to, escalate your complaint to the National Consumer Commission (NCC) via its website at www.ncc.org.za or by calling 0861 662 881. You can also contact your provincial consumer protection authority for additional support.