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Frequently asked questions
Cancel Loom: The Right Way to Retain Access
How to cancel Loom and protect your videos in the UAE
Understanding Loom and your reason to cancel
Loom is a cloud-based video messaging platform that lets you record your screen, camera, and audio simultaneously to share asynchronously with teammates or clients. You create one recording, generate a shareable link, and the message remains accessible in the cloud indefinitely-eliminating the need for lengthy synchronous meetings. The service excels at onboarding workflows, client feedback cycles, and process documentation.
Cancellation becomes necessary when your team adopts alternative tools, budget constraints tighten, or your workflow requirements shift. Unlike traditional software with complex offboarding procedures, Loom streamlines the cancellation process. The critical concern centres on understanding your refund eligibility and access timeline under UAE consumer law, not the cancellation mechanics themselves.
Common reasons to cancel Loom
You might cancel because your organisation has migrated to competing platforms such as Vidyard or Wistia, asynchronous video communication no longer aligns with your team's workflow, subscription costs no longer justify the value delivered, or you're consolidating software tools to reduce monthly expenditure. Yafee recognises that SaaS subscription cancellations should involve transparent processes and clear communication about your rights and timeline.
What happens to your videos after cancellation
Your existing video library remains accessible after you cancel-Loom does not delete your recordings when your paid plan expires. You retain the ability to watch, download, and share videos under the free Starter plan indefinitely. However, certain premium features such as custom thumbnails, transcripts, and advanced analytics become unavailable. If you require full access to premium functionality after cancellation, you must reactivate your subscription before those features disappear.
Your consumer rights under UAE law
The UAE Consumer Protection Law (Federal Law No. 24 of 2006) establishes specific protections when you cancel digital subscriptions and seek refunds.
Distance selling and cooling-off periods
UAE consumer legislation grants you a 14-day cooling-off period for distance contracts-which encompasses all online subscriptions purchased remotely. In accordance with Federal Law No. 24 of 2006, this period begins from the date you execute the contract. However, the cooling-off right terminates once you begin consuming the service. Since Loom operates as a continuous platform you access immediately upon purchase, this cooling-off window may expire quickly. Nevertheless, if Loom failed to disclose cancellation terms, billing cycles, or charges transparently before your purchase, you retain grounds to challenge any refund denial through the UAE Consumer Protection Authority.
Your legal position
You have the right to: receive clear, accurate information about billing frequency, cancellation methods, and any no-refund policies before committing to payment. You cannot claim a refund if: you actively used the service after purchase and the no-refund policy was clearly displayed at checkout. You may claim a refund if: Loom concealed material terms, made cancellation deliberately inaccessible, or charged you without authorisation.
Billing transparency and dispute resolution
UAE consumer law mandates that service providers disclose all billing terms, cancellation procedures, and refund policies in plain language before you commit financially. If Loom charged you without clear disclosure of these terms, or if the cancellation process proves deliberately obstructed, the UAE Consumer Protection Authority investigates complaints. Yafee advises you to document screenshots of Loom's billing page, your cancellation request timestamps, and any support communications-these materials become essential evidence if escalation becomes necessary.
Filing a complaint with the UAE consumer protection authority
If Loom refuses a refund you believe is due under UAE law, you can lodge a formal complaint with the UAE Consumer Protection Authority, which operates under the Ministry of Economy. The Authority handles disputes involving misleading billing practices, unfair cancellation policies, and breaches of consumer rights. Retain all evidence: cancellation request records, billing statements, screenshots of Loom's terms, and copies of any refusal correspondence from Loom support. Processing typically requires 30 to 60 days.
Cancellation methods available to you
Loom provides a single, mandatory cancellation pathway: your account dashboard on the web platform. Alternative cancellation channels-telephone, email, or postal address-do not exist as official options.
Cancel via the Loom web platform
Web-based cancellation represents the primary method and delivers immediate confirmation of your subscription termination. This process downgrades your account to Loom's free Starter tier and halts all future billing immediately.
- Open a web browser and navigate to loom.com; authenticate using your registered email address and password.
- Locate the workspace icon (typically positioned in the lower left corner of the interface) and click it.
- Select Workspace Settings from the dropdown menu that appears.
- Navigate to the Plan & Billing section within Workspace Settings.
- Locate the Cancel plan button and click it.
- Review the cancellation confirmation dialogue, which confirms your current plan, billing cycle end date, and access timeline.
- Click Confirm cancellation to finalise the process.
Cancel a subscription purchased through third-party platforms
If you subscribed to Loom via Apple App Store, Google Play Store, or Atlassian Marketplace, you must cancel through that platform instead. Loom's web cancellation process will not affect these subscriptions because billing flows through the third party's payment system.
- Apple App Store (iOS): Open Settings, select your Apple ID profile, navigate to Subscriptions, locate Loom, and select Cancel Subscription.
- Google Play Store (Android): Open Google Play, access your account, navigate to Subscriptions, find Loom, and select Cancel Subscription.
- Atlassian Marketplace: Log into your Atlassian account, access Manage Subscriptions, find Loom, and initiate cancellation through the interface provided.
What happens after you cancel
Understanding your access timeline and data retention after cancellation prevents unwanted surprises and ensures you preserve essential recordings.
Your access timeline and paid features
Your paid plan remains active through the end of your current billing cycle. If you cancel mid-cycle on day 10 of a 30-day billing period, you retain full access to premium features for the remaining 20 days without additional charge. On the cycle end date, your account automatically downgrades to the free Starter plan. This transition is irreversible unless you manually reactivate a paid subscription.
Video preservation and storage limits
Loom's free Starter plan permits you to store up to 25 videos indefinitely. If your library exceeds 25 recordings, Loom retains all existing videos but prevents you from recording additional content until you delete older recordings or upgrade. Consequently, you should download and archive critical videos before or immediately after cancellation to eliminate dependency on Loom's cloud storage infrastructure.
Transcript and analytics access
Advanced features including AI-generated transcripts, detailed analytics dashboards, and custom thumbnail functionality terminate when your paid plan expires. If you require these insights, export or document them before your billing cycle concludes. Standard playback, sharing, and download capabilities persist on the free plan indefinitely.
Refund eligibility and timeline
Loom operates on a no-refund policy for paid subscriptions, except in specific circumstances protected by UAE consumer law.
When Loom will not refund you
You will not receive a refund for unused time in your current billing cycle, even if you cancel on day one of a monthly subscription. Loom does not prorate charges or credit unused portions toward future service. This policy applies regardless of service utilisation-whether you accessed Loom extensively or never logged in, refunds remain unavailable under Loom's standard terms.
When you may qualify for a refund
You may challenge the no-refund policy if Loom failed to disclose it clearly before your purchase, if charges were processed without your authorisation, or if the service became unavailable or substantially defective. In such cases, the UAE Consumer Protection Authority can mandate a refund. Yafee recommends preserving all evidence of your purchase, the alleged failure, and any support interactions to support your claim.
Refund request procedure
Contact Loom support directly with a written request referencing your subscription dates, billing amount, and the specific legal basis for your refund claim (unclear disclosure, unauthorised charge, or service defect). Loom typically responds within 7 to 10 business days. If Loom declines, escalate your complaint to the UAE Consumer Protection Authority with supporting documentation. The Authority's investigation may compel Loom to issue a refund if evidence supports your position.
Common cancellation mistakes to avoid
Cancellation appears simple, but several pitfalls can complicate your process-remain vigilant and you will navigate these obstacles seamlessly.
Mistake 1: assuming your account deletes automatically
Cancelling your subscription downgrades you to the free Starter plan-it does not delete your account. Your email, workspace, and video library remain intact. If you want to delete your account entirely and remove all personal data, you must submit a separate data deletion request to Loom support. This step requires explicit action and will not occur through subscription cancellation alone.
Mistake 2: missing your billing cycle end date
Your paid features remain active only until your billing cycle concludes. If you cancel on day 5 of a 30-day monthly cycle, you retain premium access for 25 additional days. If you immediately need premium access to stop, clarify the exact end date in the cancellation confirmation email. Miscalculating this timeline may leave you without required functionality when you need it most.
Mistake 3: failing to download critical videos before cancellation
Once your plan downgrades to the free Starter tier, your 25-video storage limit becomes active. If you have more than 25 recordings, Loom keeps all videos but prevents new recordings until you delete older content. Download essential videos in advance to preserve them independently of Loom's platform.
Mistake 4: cancelling via email without web platform confirmation
Sending cancellation requests through email support does not constitute a valid cancellation. Loom requires you to cancel through the Plan & Billing section in Workspace Settings. Email requests may be acknowledged but do not stop future billing. Always complete the cancellation through the web platform to guarantee termination.
Pricing and plan comparison
Understanding Loom's pricing structure clarifies whether cancellation truly aligns with your budget constraints or whether alternative plans offer better value.
| Plan | Monthly cost (AED) | Video limit | Key features |
|---|---|---|---|
| Starter (free) | Free | 25 videos | Basic recording, sharing, standard playback |
| Standard | Approx. AED 45-55 | Unlimited videos | Custom branding, AI transcripts, advanced analytics |
| Professional | Approx. AED 90-110 | Unlimited videos | Team workspace, custom domains, dedicated support |
| Enterprise | Custom pricing | Unlimited videos | Advanced integrations, SSO, compliance features |
If you store fewer than 25 videos, the free Starter plan may eliminate the need to cancel entirely. Yafee advises evaluating whether downgrading-rather than cancelling-matches your actual usage pattern and preserves flexibility if your requirements change.
Mistakes and traps to recognise
Subscription services often employ subtle barriers to cancellation; awareness protects your interests and your payment schedule.
The free trial trap
If you enrolled in a free trial, cancellation must occur before the trial concludes to prevent automatic billing. Loom's free trial typically lasts 7 to 14 days. Calendar your cancellation date well before the trial expires-do not rely on reminder emails, as they often arrive after billing has already occurred.
The annual prepayment lock
If you selected an annual billing cycle rather than monthly, you prepaid for 12 months of service upfront. Cancelling does not refund the remaining months. Evaluate your cancellation against the prepaid balance-if nine months remain, you forfeit significant value unless you successfully claim a refund through the UAE Consumer Protection Authority based on legitimate grounds.
The workspace admin barrier
Only workspace administrators can access the Plan & Billing section. If a colleague created the workspace and you are a regular member, you cannot cancel independently. Request that the workspace owner initiate cancellation, or ask for admin privileges transfer before attempting to cancel.
The platform-specific cancellation maze
Cancelling through Loom's web interface does not automatically cancel subscriptions purchased via Apple App Store, Google Play, or Atlassian. You must cancel each separately. Overlooking even one platform means continued billing from that source.
Should you cancel or downgrade
Assess whether full cancellation aligns with your situation or whether downgrading to a free plan preserves flexibility.
| Scenario | Recommended action | Rationale |
|---|---|---|
| You store fewer than 25 videos and record rarely | Downgrade to free (do not cancel) | Free plan meets your needs; preserve account access and data |
| You no longer use Loom and want billing to stop | Cancel subscription | Eliminates future charges; account remains with videos intact |
| You temporarily need fewer features due to budget | Downgrade to Standard or free tier | Preserves flexibility to upgrade later; reduces immediate cost |
| You never want to access Loom again and want all data removed | Cancel + request account deletion | Terminates billing and initiates data removal process |
Recommended steps to complete your cancellation
Yafee has guided thousands of consumers through cancellation processes successfully; follow this checklist to avoid oversights and document your actions.
Pre-cancellation preparation
- Download and archive all videos you require for future reference or compliance purposes.
- Export or document any analytics, transcripts, or custom settings you wish to preserve.
- Verify your billing cycle end date from your most recent invoice.
- Take screenshots of your current plan, pricing, and cancellation terms for evidence.
- Note the date and time you initiated cancellation for your records.
Cancellation execution
- Log into your Loom account on the web platform (loom.com).
- Click your workspace icon and select Workspace Settings.
- Navigate to Plan & Billing.
- Click Cancel plan and review the confirmation dialogue.
- Confirm cancellation and save the confirmation page as a PDF or screenshot.
Post-cancellation verification
- Confirm you received a cancellation confirmation email from Loom.
- Verify your billing account reflects the downgrade to the free Starter plan.
- Confirm no charges appear on your credit card statement after the billing cycle concludes.
- If refund eligibility exists, submit a formal request to Loom support with supporting documentation.
When to escalate to the UAE consumer protection authority
If Loom refuses a refund you believe is justified, or if cancellation proves impossible despite your efforts, escalate your complaint formally.
Filing a complaint
Contact the UAE Consumer Protection Authority (Ministry of Economy) with your cancellation evidence, billing records, and explanation of the dispute. The Authority investigates at no cost and can compel Loom to issue refunds or correct billing errors. Processing requires 30 to 60 business days. Yafee recommends submitting complaints in writing-email to the Authority ensures you have written acknowledgment of receipt.
Your documentation requirements
- Copy of your subscription agreement and all terms and conditions pages as displayed during purchase.
- Screenshots of Loom's billing page showing charges and the stated cancellation policy.
- Copies of your cancellation request(s) and the exact date and time submitted.
- Any refusal correspondence from Loom support.
- Billing statements showing charges and the absence of promised refunds.
- Proof of payment (credit card statement extract or invoice).
Summary and next steps
Cancelling Loom involves navigating UAE consumer law protections, understanding your refund eligibility, and executing the web-based cancellation process methodically. Your videos remain safe after cancellation; premium features terminate on your billing cycle end date. If Loom refuses an unjustified refund, the UAE Consumer Protection Authority provides a formal escalation pathway at no cost.
Yafee has helped thousands of consumers cancel subscriptions while preserving their rights and data. Begin your cancellation by logging into your Loom account, navigating to Plan & Billing in Workspace Settings, and clicking Cancel plan. Document the confirmation for your records. If refund complications arise, escalate to the UAE Consumer Protection Authority with your supporting evidence. Visit yafee.com for additional SaaS cancellation guides and consumer rights resources tailored to the UAE market.