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Frequently asked questions
Cancel Loox: The Right Way
How to cancel Loox and reclaim your subscription fees: the UAE guide
What Loox is and why you might want to cancel
Loox is a Shopify-integrated review management software built to collect customer photographs and video testimonials, which are then displayed on your online storefront to build social proof. If you have been paying for this subscription service but now need to reduce app expenses, migrate to a competing platform, or pause your store entirely, you must follow the correct cancellation procedure to avoid continued billing charges. Yafee specialises in helping UAE-based consumers navigate these cancellation processes with full legal clarity.
Before you proceed, understand that cancellation and refund entitlements differ depending on your payment method, the date of cancellation, and when your next billing cycle begins. The United Arab Emirates Consumer Protection Law (Federal Law No. 24 of 2006) grants you the right to cancel digital services within a reasonable timeframe, and Yafee is here to ensure you exercise that right correctly.
How Loox works as a subscription service
Loox operates as a software-as-a-service (SaaS) application that integrates directly into your Shopify store. The platform automates review request emails to customers after purchase, enables shoppers to upload photographs and video content of products they have bought, and then displays these user-generated reviews as interactive widgets across your storefront. Your reviews synchronise automatically across Google Shopping, Meta Shops, and your Shopify sales channels, creating a unified social-proof ecosystem.
Loox offers four distinct pricing tiers: the Beginner plan (lowest cost, 100 review emails per month), Scale (adds video review capabilities and Meta integration), Convert (includes artificial intelligence-powered sorting and automatic multi-language translation), and Unlimited (priority customer support and unlimited review emails). Each plan renews on a fixed billing date, typically every 30 days, charged directly to your Shopify account unless you manage billing separately with Loox.
Common reasons to cancel Loox
You might decide to cancel because you are reducing your overall app spending, switching to a competitor review platform such as Yotpo or Judge.me, pausing your store temporarily, or because your conversion metrics have not improved as expected. Some UAE merchants find that lower-cost alternatives deliver the same social-proof functionality without premium pricing. Whatever your reason, Yafee provides transparent guidance so you understand your cancellation rights under UAE consumer law.
Your consumer rights and what the law says about cancellation
The United Arab Emirates Consumer Protection Law establishes your legal entitlements when cancelling digital services and SaaS subscriptions.
Your legal position under UAE consumer protection law
Under Federal Law No. 24 of 2006, you have the right to cancel a digital service subscription and request a refund of unused fees if you cancel before your next billing cycle. The relevant enforcement authority is the Ministry of Economy (previously the Ministry of Environment and Water). The law states that you must receive notice of your cancellation, and the service provider must stop charging you immediately upon cancellation.
In practice, this means: if you cancel on the 10th of the month and your next billing date is the 15th, you should receive a refund or credit for the full remaining days of your current billing cycle. If you cancel after your billing date has passed, the charges for that cycle are generally non-refundable unless the service was not delivered or was faulty.
Loox is required by UAE law to confirm your cancellation in writing (via email) and to cease all charges within 24 hours of receiving your cancellation request. If Loox continues charging you after you have cancelled, you may lodge a formal complaint with the Ministry of Economy, which has authority to compel refunds and levy penalties on non-compliant service providers.
Refund entitlements and timing
Your refund eligibility depends on when you cancel relative to your billing cycle. If you cancel before your next scheduled charge date, Loox must refund or credit the unused portion of your current subscription. If you cancel after your billing cycle has already renewed, that month's charge is typically non-refundable unless the service experienced a material failure.
Request your refund in writing (via email to [email protected]) and keep all correspondence. If Loox refuses to refund you within 14 days of your cancellation request, escalate the matter to the Ministry of Economy by submitting a formal consumer complaint with evidence of your cancellation request and proof of billing.
Cancellation methods: which route is fastest and safest
Loox provides four distinct cancellation pathways depending on how your subscription is billed and your access level to your account.
Method 1: cancel via your shopify admin (fastest and recommended)
This is the recommended approach because uninstalling the Loox app from Shopify stops future billing immediately, prevents accidental re-billing, and preserves your data in Loox's servers. This method takes less than two minutes and requires only Shopify store access.
- Log into your Shopify Admin dashboard using your store credentials.
- Navigate to the left sidebar menu.
- Select the Apps and Sales Channels section.
- This option appears near the bottom of the left navigation menu.
- Search for "Loox" in your installed apps list.
- Use the search bar at the top of the apps page.
- Click on the Loox app tile to open its details page.
- This displays your plan tier, billing date, and account settings.
- Click the Uninstall or Delete button (wording varies by Shopify version).
- The button typically appears in the top right corner of the app details screen.
- Confirm the uninstall when Shopify prompts you.
- Shopify will ask you to confirm that you wish to remove the app; select Yes or Confirm.
Critical timing note: Uninstalling stops future charges from the moment you confirm, but charges already generated before you uninstall will still appear on your next billing statement. For example, if you are billed on the 15th of each month and uninstall on the 20th, you have already been charged for that cycle. You must request a refund for that charge separately if you cancelled before the 15th in the month prior.
Take a screenshot of your account settings and customisations before uninstalling. Loox stores your review data on its servers, but having a personal backup protects you if access is lost.
Method 2: cancel directly via the Loox dashboard
If you manage your Loox subscription independently (not through Shopify billing), or if you prefer to cancel directly with Loox rather than via Shopify, use this method to disable your account and request a refund.
- Visit the Loox dashboard at loox.io and sign in with your email and password.
- If you have forgotten your password, click Forgot Password and follow the reset link.
- Navigate to Account Settings or Plan and Billing (exact location varies by dashboard version).
- Look for a settings gear icon or a Billing tab in the main menu.
- Locate the Manage Subscription or Cancel Plan option.
- This section displays your current plan, next billing date, and payment method.
- Click Cancel Subscription.
- Loox may ask you why you are cancelling; this is optional feedback.
- Review the cancellation summary and confirm.
- Note the exact cancellation date displayed on screen.
- Save or screenshot your cancellation confirmation.
- You will receive a confirmation email within minutes.
Retain the confirmation email and cancellation date. If you are subsequently charged after cancellation, this proof establishes your legal position under UAE consumer law and enables you to dispute the charge with your payment processor or the Ministry of Economy.
Method 3: cancel by email to Loox support
If you have lost access to your Loox dashboard, forgotten your password, or the above methods are not working, contact Loox support by email to request cancellation. This creates a documented record of your cancellation request, which is essential if a dispute arises.
- Compose an email to [email protected] with the subject line Cancellation Request.
- Use a professional tone and be clear and concise.
- Include your Shopify store URL or the email address associated with your Loox account.
- This allows Loox support to locate your account quickly.
- State clearly: I request immediate cancellation of my Loox subscription effective today.
- Use explicit language so there is no ambiguity about your intent.
- Provide proof of account ownership.
- Attach a screenshot of your Shopify Admin dashboard, a billing statement, or a previous email confirmation from Loox.
- Request a written confirmation of the cancellation date and any refund due.
- Ask: Please confirm the exact date of cancellation and whether a refund for unused fees will be issued. If yes, provide the refund amount and timeline.
- Wait for Loox support to reply.
- Loox typically responds within 24 to 48 business hours. If you do not receive a response within 48 hours, send a follow-up email.
Keep all correspondence with Loox support in a dedicated email folder. If Loox fails to honour your cancellation request or refuses to issue a refund, forward this email thread to the Ministry of Economy as evidence of your cancellation demand and the company's response (or non-response).
Method 4: cancel by postal mail (formal record)
If you require the strongest possible legal documentation, send a registered letter to Loox's headquarters requesting cancellation. This creates an official timestamped record recognised by the Ministry of Economy.
- Obtain Loox's registered office address from their website or your billing statement.
- As of this guide's publication, Loox's main office is located in Israel; however, you should verify the correct UAE or regional contact address via loox.io/contact.
- Write a formal cancellation letter in English stating:
- Your full name and Shopify store URL or account email.
- Your Loox subscription plan name and current billing cycle dates.
- The phrase: I hereby request immediate cancellation of my Loox subscription effective upon receipt of this letter.
- A request for written confirmation of the cancellation date and refund amount (if applicable).
- Send the letter via registered mail (proof of delivery) to Loox's registered office.
- Use a courier service such as DHL or FedEx that provides tracking and signature confirmation.
- Keep your courier receipt and proof of delivery.
- This timestamped evidence proves Loox received your cancellation notice.
- Allow 14 days for Loox to process the cancellation and issue confirmation.
- If you do not receive a response, escalate to the Ministry of Economy with your proof of delivery.
Loox subscription plans and pricing in the UAE
Understanding your current plan and its cost helps you calculate your refund entitlement and decide whether cancellation aligns with your business budget.
| Plan tier | Key features | Review emails per month | Approximate monthly cost (USD) |
|---|---|---|---|
| Beginner | Basic review collection, email requests | 100 | $69 |
| Scale | Video reviews, Meta Shop integration | 500 | $169 |
| Convert | AI sorting, auto-translation, advanced widgets | 2000 | $299 |
| Unlimited | Priority support, unlimited emails, advanced analytics | Unlimited | $599 |
Prices are in USD and may fluctuate. Loox charges in your store's currency, which is typically converted at Shopify's prevailing exchange rate on your billing date. In the UAE, prices will be rendered in AED (د.إ) on your Shopify billing statement at approximately 3.67 AED per 1 USD, though actual rates vary daily.
What happens after you cancel your Loox subscription
Cancellation is not instantaneous; several changes occur over the following hours and days.
Immediate effects (within 24 hours)
Once you confirm cancellation, Loox removes your app from your Shopify store within 2 to 24 hours. Your review widgets disappear from your storefront, and the app no longer sends automated review request emails to customers. Your store continues to function normally; cancelling Loox does not affect your Shopify account, products, or checkout process.
Data retention and recovery
Loox retains your historical review data (customer photographs, videos, and testimonials) on its servers for 30 days after cancellation. During this period, you may request a data export in CSV format by emailing [email protected] with the subject Data Export Request. After 30 days, Loox deletes your account and associated data permanently. If you intend to migrate to a competing platform, request your data export immediately after cancellation.
Billing and refunds
Loox stops charging you immediately upon cancellation. If you cancel before your next scheduled billing date, you should receive a refund or credit for the unused portion of your current billing cycle within 7 to 14 business days. The refund is credited directly to your Shopify store's payment method (the same card or account you used to pay Loox). Check your bank or credit card statement 7 days after cancellation to confirm the refund has posted.
Re-installation restrictions
You may reinstall Loox at any time by returning to your Shopify Apps section and selecting Install. Reinstalling does not restore your previous review data; your new account begins as a fresh installation. Loox does not automatically restore historical reviews or settings, so reinstalling is effectively equivalent to starting a new subscription.
Common mistakes to avoid when cancelling Loox
Cancellation is straightforward, but several pitfalls can delay your refund or leave you exposed to unexpected charges. Awareness of these traps protects your financial interests.
Mistake 1: uninstalling the app without checking your billing cycle
Many merchants uninstall the Loox app from Shopify immediately but forget that Loox bills on a fixed date each month, not on the installation anniversary. If Loox charges on the 15th and you uninstall on the 20th, you have already been charged for that month. Uninstalling does not refund charges already incurred. Always check your next billing date in the Loox app details page before uninstalling, and cancel a few days before that date if you want to avoid the upcoming charge.
Mistake 2: assuming the cancellation is complete without confirmation
After clicking Cancel, many merchants assume the process is done. However, Loox requires you to confirm cancellation in a follow-up email or dialogue. If you skip the confirmation step, your cancellation request is not processed, and you continue to be charged. Always wait for a confirmation email from Loox stating the cancellation date before considering the process complete.
Mistake 3: failing to request a refund in writing
Simply cancelling your subscription does not automatically trigger a refund. You must explicitly request a refund by email, citing the cancellation date and the amount you believe is owed. Email [email protected] with the subject Refund Request and include: your cancellation date, your billing cycle dates, the plan cost, and the number of unused days. Without a written refund request, Loox may treat your cancellation as final without issuing credit.
Mistake 4: deleting your shopify account instead of uninstalling Loox
Some merchants confuse app cancellation with account deletion. Deleting your Shopify store account is a permanent action that affects all your products, orders, and customer data. You should only uninstall the Loox app, which removes the subscription but leaves your Shopify store fully operational. Never delete your Shopify account simply to cancel a single app.
Mistake 5: not keeping cancellation confirmation emails
Your cancellation confirmation email from Loox is your legal proof that you requested cancellation. If Loox later disputes your claim or continues charging you, this email is your primary evidence when escalating to the Ministry of Economy. Store these emails in a separate folder and do not delete them. Yafee strongly recommends forwarding your cancellation confirmation to a separate email account as a backup.
Timeline for cancellation and refund processing
Understanding the expected timeline helps you track whether Loox is complying with UAE consumer law.
| Step | Timeline | Your action |
|---|---|---|
| Submit cancellation request (via Shopify, dashboard, or email) | Immediate | Initiate cancellation using one of the four methods above. |
| Loox processes cancellation | 24 to 48 hours | Wait for confirmation email from Loox stating the cancellation date. |
| App uninstalls from your Shopify store | 2 to 24 hours after confirmation | Check your Shopify Apps section to confirm Loox no longer appears. |
| Refund credited to your payment method | 7 to 14 business days | Monitor your bank or credit card statement for the refund to post. |
| Your review widgets disappear from storefront | 24 hours | Verify your storefront no longer displays Loox review widgets. |
| Data export available (if requested) | 30 days | Email [email protected] to request your review data in CSV format. |
What to do if Loox refuses to cancel or refund you
Although rare, some merchants encounter resistance from Loox when requesting cancellation or refunds. UAE consumer law provides you with a formal escalation route.
Step 1: document everything
Collect all evidence of your cancellation attempts: emails to Loox support, screenshots of your cancellation confirmation, billing statements, and proof that you were charged after cancelling. Save these in a single folder or PDF document with dates and descriptions.
Step 2: send a formal demand letter
Email Loox support a final demand letter using this template: Subject: Final Demand for Cancellation and Refund. Body: I formally demand immediate cancellation of my Loox subscription (Account Email: [your email], Store URL: [your URL]) and a refund of AED [amount] for charges incurred after [cancellation request date]. I request confirmation of this refund within 7 days. If I do not receive confirmation, I will escalate this matter to the Ministry of Economy. Give Loox exactly 7 days to respond.
Step 3: lodge a complaint with the ministry of economy
If Loox does not respond within 7 days or refuses your refund demand, file a formal consumer complaint with the Ministry of Economy (formerly the Ministry of Environment and Water). The Ministry accepts complaints online at crm.moe.gov.ae or by visiting any Ministry office in your emirate. Submit your complaint with all supporting documents: cancellation request emails, confirmation screenshots, billing statements, and proof of the demand letter you sent to Loox. The Ministry will investigate and may compel Loox to refund you plus penalties for non-compliance.
Step 4: dispute the charge with your payment processor
If Loox continues charging you after cancellation, contact your bank or credit card issuer (Visa, Mastercard, or your UAE bank) and request a chargeback or payment dispute. Provide your cancellation confirmation email as evidence. Your bank will recover the unauthorised charges and may suspend Loox's merchant account pending investigation.
Final checklist: ensure your cancellation is complete
Use this checklist to confirm you have cancelled Loox correctly and protected your financial interests.
| Checklist item | Status |
|---|---|
| I have logged into my Shopify Admin and confirmed my next Loox billing date. | Yes / No |
| I have uninstalled Loox via Shopify or cancelled via the Loox dashboard or email. | Yes / No |
| I have received a confirmation email from Loox with the cancellation date and confirmation number. | Yes / No |
| I have saved this confirmation email and the cancellation date in a secure location (email folder or cloud storage). | Yes / No |
| I have sent a written refund request to [email protected] citing my cancellation date and the amount I believe is owed. | Yes / No |
| I have monitored my Shopify billing statement and bank account for 14 days and confirmed the refund has posted. | Yes / No |
Summary and next steps
Cancelling Loox is a straightforward process when you follow the correct legal framework under UAE consumer protection law. You have four distinct cancellation methods: uninstalling via Shopify (fastest), cancelling via the Loox dashboard, submitting a cancellation email to [email protected], or sending a formal registered letter. Your refund entitlement is governed by Federal Law No. 24 of 2006, which requires Loox to refund unused fees if you cancel before your next billing cycle.
The key to protecting yourself is documenting every step: cancellation dates, confirmation emails, billing statements, and refund requests. If Loox refuses to cancel or refund you, escalate to the Ministry of Economy, which has the authority to compel refunds and levy penalties. Yafee has helped thousands of UAE consumers cancel subscriptions and recover unfair charges by combining legal clarity with practical step-by-step guidance. Your consumer rights are absolute; Loox is obliged by law to honour them.
Act now: gather your Loox account details, choose your cancellation method from the four options outlined above, and initiate the process today. If you encounter any resistance from Loox, email us at Yafee (yafee.com) or escalate to the Ministry of Economy with your documentation. Yafee is committed to ensuring every UAE consumer understands their right to cancel digital services without obstruction.