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Cancel Loox: The Right Way
How to cancel loox and understand your south african consumer rights
What is loox and why merchants use it
Loox is a review-collection and display app built primarily for Shopify stores to gather customer photo and video testimonials. It helps e-commerce merchants build social proof by automating review requests and showcasing visual feedback directly on product pages.
If you are a Shopify store owner or have signed up for Loox directly, you may have subscribed to one of their tiered plans to collect and display customer reviews. Understanding what Loox does before you cancel helps you make an informed decision about whether to keep the service or move to an alternative.
How loox works
Loox automates the process of requesting reviews from your customers via email. Once customers submit photo or video reviews, you can display these reviews as widgets on your product pages, in email campaigns, or across advertising channels. The app integrates directly with your Shopify store, so reviews appear seamlessly alongside your products.
Common reasons merchants subscribe to loox
Store owners use Loox to increase conversion rates by showing social proof, reduce manual review-collection efforts, and create user-generated content for marketing. Many also rely on Loox's analytics to understand which products customers photograph most often and which reviews drive engagement.
Loox pricing and plan options in south africa
Loox charges monthly subscriptions billed in USD and converted to ZAR at current exchange rates. Below is a breakdown of the four main plans and their approximate South African Rand costs.
Loox subscription plans and features
| Plan | Approx. ZAR/month | Core features | Best for |
|---|---|---|---|
| Beginner | R245 | Review request emails, photo-review discounts, multilingual support, AI-assisted replies | New stores testing reviews |
| Scale | R754 | All Beginner features plus video reviews, Google Shopping integration, referral rewards, no Loox branding | Growing stores with video content |
| Convert | R1,886 | All Scale features plus AI sorting, review highlights, auto-translate, auto-replies, flagging | Stores prioritizing review management |
| Unlimited | R5,659 | All Convert features plus unlimited review emails and referral upsells | High-volume enterprises |
How loox billing works
If you subscribed through the Shopify App Store, Shopify manages your billing and charges appear on your Shopify invoice. If you signed up directly with Loox, they bill you separately. Your actual ZAR amount depends on the USD-to-ZAR exchange rate at billing time, so expect small month-to-month variations.
Why you might want to cancel loox
You may be considering cancellation for a variety of valid reasons. Understanding what prompts cancellation helps you decide whether cancellation is right for you or whether a plan downgrade might work better.
Common reasons to cancel
Many South African store owners cancel Loox because review collection feels redundant with native Shopify reviews, customer engagement with photo reviews drops over time, or the monthly cost no longer aligns with business growth. Others find that competitor tools like Judge.me or Trustpilot offer better value or integration options for their specific market.
Budget constraints are another reason; if your store is seasonal or still scaling, a R245 or R754 monthly subscription may feel unnecessary during slower sales periods.
Signs you should keep loox instead
If you run a visual product category (fashion, beauty, home decor), rely heavily on user-generated content for marketing, or see measurable conversion improvements from photo reviews, keeping Loox may justify the cost. Video reviews in particular tend to convert better than text-only feedback.
Before you cancel, pull your analytics from the Loox dashboard to see how many reviews drive clicks or sales. This data helps you make a confident decision.
How to cancel loox based on how you subscribed
Your cancellation method depends on whether you subscribed via Shopify or directly with Loox. Follow the steps that match your billing arrangement to avoid confusion or accidental re-billing.
Cancelling if you subscribed via shopify app store
This is the most straightforward cancellation route. Shopify handles all billing, and uninstalling the app stops future charges immediately.
- Log in to your Shopify admin dashboard.
- In the left sidebar, click Apps and sales channels (or Apps in older Shopify versions).
- Search for "Loox" in your installed apps list.
- Click the Loox app entry to open its details page.
- Click the Remove app or Uninstall button.
- Read the confirmation message and click Remove to confirm. Shopify will stop billing you immediately after uninstallation.
- Check your next Shopify invoice (within 5-7 days) to confirm Loox no longer appears as a line item.
Pro tip: Uninstall the app before your renewal date if possible. If you cancel after renewal, Shopify's refund policy varies; contact Shopify support within 48 hours of accidental charges for a faster resolution.
Cancelling if you were billed directly by loox
Direct billing is less common but does occur. If Loox was invoiced separately on your credit card or bank statement (not through Shopify), follow these steps.
- Gather all billing receipts and emails from Loox showing charges. Note the exact amount, currency, and charge date.
- Visit the Loox website or check your billing receipt for their support contact email or ticket system.
- Email Loox support with a clear cancellation request:
- State your name, registered email, and account ID (if you have it).
- Request cancellation effective immediately or at the end of your current billing cycle (your choice, but immediate stops future charges).
- Ask for written confirmation of cancellation with the termination date.
- Keep a copy of your cancellation email and Loox's response for your records.
- Monitor your bank statement or credit card for 30 days to ensure no further charges appear.
Warning: Users have reported continued charges after requesting cancellation. If you see a charge after your confirmed cancellation date, immediately dispute it with your bank or credit card company and reference the cancellation confirmation email from Loox.
What happens to your data and reviews after cancellation
Cancelling Loox means the app stops collecting new reviews and the review widgets stop displaying on your store. Understanding what happens to your existing reviews helps you decide whether to export data before you cancel.
Your reviews and data retention
When you uninstall or cancel Loox, your collected reviews may be retained by Loox according to their terms of service for up to 90 days, but they will not display on your live storefront. The review widgets disappear immediately from your product pages.
Loox does not automatically transfer your reviews to another platform, so if you want to keep your review data for records or to migrate to a competitor tool, export your reviews before you cancel.
How to export your reviews before cancellation
Most Loox accounts offer a download or export option in the dashboard. Log into Loox, navigate to your reviews section, and look for an Export or Download as CSV button. Save this file to your computer before you uninstall the app.
If you cannot find an export option or have already cancelled, contact Loox support and request a data export. They typically provide this within 5 business days.
Will you receive a refund after cancellation
Refund eligibility depends on how you subscribed and South African consumer protection law. Loox does not advertise an automatic 14-day cooling-off refund, but you may have rights under the Consumer Protection Act.
Refund policy for shopify app store subscriptions
If Loox was billed through Shopify, Shopify handles refunds, not Loox. Shopify's refund policy allows you to request a refund within 48 hours of a charge if you uninstall the app before your renewal date. Contact Shopify support directly with your invoice number to request a refund.
If you cancel after renewal, Shopify refunds are evaluated case-by-case. The sooner you contact them after an unwanted charge, the higher your chance of approval.
Refund policy for direct loox billing
Loox does not publish a standard refund policy. Refunds are handled at Loox's discretion on a case-by-case basis. Your best approach is to request a refund when you contact them for cancellation, especially if you cancel within 14 days of signup.
Pro tip: Frame your refund request clearly: "I signed up on [date], realised this service does not meet my needs, and am requesting cancellation and a full refund within 14 days of signup per my consumer rights."
Your consumer rights under south african law
South Africa's Consumer Protection Act (CPA) protects you as a consumer when you cancel online services. Knowing your rights strengthens your position if Loox refuses to cancel or refund your subscription.
Key consumer protections in south africa
The Consumer Protection Act grants you the right to cancel distance contracts (online subscriptions included) within 14 calendar days of conclusion without penalty, unless you explicitly agree to begin performance before the end of the 14-day period.
If Loox began charging you immediately upon signup without your explicit consent to start the subscription before the cooling-off period ended, you likely qualify for a full refund. Additionally, the CPA requires that all material terms (price, renewal date, cancellation method) be clearly disclosed before you subscribe.
What to do if loox refuses your cancellation or refund request
If Loox does not respond to your cancellation request within 5 business days or refuses to refund a charge made within 14 days of signup, escalate your complaint to the National Consumer Commission (NCC). You can file a complaint online at www.ncc.org.za or contact them at 0861 662 633.
The NCC investigates subscription complaints at no cost to you. Provide them with your signup confirmation, all billing receipts, cancellation emails, and any proof that Loox breached the CPA's disclosure or cooling-off requirements.
Disputing charges with your bank
If Loox continues to charge you after cancellation, contact your bank or credit card company immediately. Request a chargeback or dispute on each unauthorized charge. Provide your cancellation confirmation email as evidence. Most banks reverse unauthorized subscription charges within 5-10 business days.
Common mistakes to avoid when cancelling loox
Cancellation can feel frustrating, especially if you are unsure of your next steps. Many customers make small mistakes that delay cancellation or leave them vulnerable to ongoing charges.
Mistake 1: uninstalling the app without confirming in writing
If you subscribed via Shopify, uninstalling stops the billing immediately. However, if you subscribed directly with Loox, uninstalling the app from Shopify does not cancel your direct subscription with Loox. You must contact Loox support separately to cancel direct billing and obtain written confirmation.
Mistake 2: not checking your billing statement after cancellation
Some users report unexpected charges weeks or even months after cancellation. Set a phone reminder to check your bank statement 30 days after cancellation. If you see a Loox charge, dispute it immediately with your bank and forward your cancellation confirmation email as proof.
Mistake 3: deleting cancellation emails before 90 days have passed
Keep all cancellation confirmation emails for at least 90 days. If a dispute arises, these emails are your strongest evidence. Store them in a dedicated folder or save them as PDFs on your computer.
Mistake 4: assuming shopify's cancellation covers all billing
If you have any doubt about whether you are billed via Shopify or directly, contact Loox support and ask explicitly: "Am I billed by Shopify or directly by Loox?" This clarification takes one email and saves you weeks of potential confusion.
A checklist to ensure your loox cancellation is complete
Use this checklist to confirm every step of your cancellation is finished and you are protected from future charges.
| Task | Status | Notes |
|---|---|---|
| Exported reviews and data from Loox dashboard | ☐ | Save CSV file to your computer |
| Confirmed billing source (Shopify or direct) | ☐ | Email Loox if unsure |
| Uninstalled Loox app from Shopify (if applicable) | ☐ | Confirm removal in Apps & sales channels |
| Emailed Loox support and requested cancellation in writing (if direct) | ☐ | Save confirmation email with termination date |
| Received written cancellation confirmation from Loox or Shopify | ☐ | Include termination date and reference number if provided |
| Checked bank statement 5-7 days after cancellation | ☐ | Confirm Loox no longer appears as a charge |
Stopee helps you cancel subscriptions with confidence
Cancelling a subscription should not be complicated or stressful. Stopee (stopee.com) is a consumer advocacy platform that helps South African shoppers and business owners cancel unwanted subscriptions, understand their consumer rights, and recover refunds.
If you need support navigating Loox cancellation, disputing a charge, or filing a complaint with the National Consumer Commission, Stopee has helped thousands of consumers take control of their subscriptions. Visit Stopee (stopee.com) today to explore your options and connect with resources tailored to your situation.
Why choose stopee for subscription help
Stopee specialises in subscription cancellations and consumer protection. Our guides are written by consumer advocates who understand South African law, subscription traps, and the steps that actually work. Whether you are cancelling Loox or another service, Stopee (stopee.com) provides step-by-step instructions, consumer law references, and escalation pathways if a company refuses to cooperate.
Stopee also tracks consumer complaints about services like Loox, so you can read real experiences from other South African users before you subscribe or to understand what others faced during cancellation.
Contact and escalation information for loox
If you need to reach Loox directly, use the contact information below. Loox is headquartered in Israel and may respond slightly slower to South African inquiries, but persistence and clear documentation speed up responses.
Loox headquarters and support channels
Primary office: Ramat Gan, Israel (some operations also reported in Tel Aviv-Yafo)
Support contact: Check your Loox billing receipt or dashboard for the support email. Most Loox support is handled through an in-app ticket system or support@loox.com (verify this address on the official Loox website or Shopify App Store page before sending sensitive information).
If Loox does not respond within 5 business days, escalate your complaint to the National Consumer Commission at www.ncc.org.za or call 0861 662 633.
Summary: cancel loox with clarity and protection
Cancelling Loox is straightforward if you follow the right steps for your billing method. Whether you subscribed via Shopify or directly, uninstalling the app or emailing support for written cancellation confirmation protects you. Export your reviews before cancellation, monitor your billing statement for 30 days afterward, and keep all confirmation emails as proof.
South African consumer law is on your side. If Loox refuses to cancel, delays refunds beyond 14 days of signup, or continues charging you after cancellation, the National Consumer Commission will investigate at no cost to you.
Stopee (stopee.com) is here to support you through every step. Our guides, checklists, and consumer law resources have helped thousands of South Africans cancel subscriptions with confidence and recover refunds they deserve. Start your cancellation today with Stopee.