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Frequently asked questions
Cancel Loox: The Right Way to Protect Your Business
How to cancel Loox and protect your canadian small business
Understanding Loox and why you might cancel
Loox is a customer review and photo-review platform used by thousands of Canadian Shopify merchants to collect, display, and manage product reviews with visual content. The service provides customizable review widgets for your storefront, automated review request campaigns, and integrations with Google Shopping and Meta Shops to amplify social proof across your sales channels.
Many Canadian store owners rely on Loox to build trust through photo and video reviews, referral incentives, and AI-driven review tools on higher-tier plans. However, if your review strategy has shifted, your budget requires adjustment, or you have found a competing solution, cancelling is straightforward when you follow the correct steps.
At Yafee, we recognize that cancelling a service you have relied on deserves clarity and confidence. This guide walks you through every option to end your Loox subscription cleanly and protect your billing going forward.
Why canadian merchants cancel Loox
You might be cancelling because you have outgrown the platform's features, switched to a different review management tool, or discovered that the monthly cost no longer fits your cash flow. Others cancel after discovering competing platforms offer better value in Canadian dollars (CAD), or because automated review requests are not converting customers as expected.
Whatever your reason, Yafee is here to ensure your cancellation process is fast, documented, and dispute-proof.
Common reasons to reconsider cancellation
Before you cancel, pause to check whether downgrading to a lower-tier plan might serve you better. Loox's Beginner plan costs approximately C$17.54 per month and includes 100 monthly review request emails and basic widgets, making it a low-cost way to maintain review collection if you are unsure about fully cancelling.
Loox pricing in canada and plan comparison
Loox charges in USD but displays approximate CAD conversions at your payment processor, so actual costs vary slightly with exchange rates.
| Plan | Price (approx. CAD) | Billing period | Key features |
|---|---|---|---|
| Beginner | ≈ C$17.54/month | Monthly | 100 review request emails, photo review discounts, 10+ widgets, review importer, up to 500 orders |
| Scale | ≈ C$53.99/month | Monthly | Video reviews, Google Shopping, Meta Shops, referral features, all Beginner features |
| Convert | ≈ C$135.00/month | Monthly | AI-driven review sorting, auto-translation, AI replies, all Scale features |
| Unlimited | ≈ C$405.00/month | Monthly | Unlimited review request emails, referral upsells, all Convert features |
How billing works for canadian customers
Loox bills you through one of two channels: directly via Loox (using Stripe or PayPal), or through your Shopify App Store subscription if you installed Loox as a Shopify app. Knowing your billing source is critical before you cancel, because each route has a different cancellation procedure.
Your consumer rights under canadian law
Canadian consumer protection laws, including provincial consumer protection acts and the Competition Act, give you specific rights when cancelling digital subscriptions.
Key protections for subscription cancellation in canada
Under the Competition Act and most provincial consumer protection frameworks, sellers must make cancellation as easy as subscribing. If Loox makes cancellation deliberately difficult or hides contact information, you can file a complaint with your provincial consumer protection authority or the Competition Bureau of Canada. Furthermore, if Loox charges you after you have submitted a valid cancellation request, you have the right to dispute the charge with your payment processor and seek a refund.
In provinces such as Ontario (Consumer Protection Act, 2002) and British Columbia (Business Practices and Consumer Protection Act), you have the right to receive clear confirmation of cancellation within a reasonable timeframe. If Loox fails to provide this confirmation or continues billing after your requested cancellation date, you may escalate your complaint to the provincial consumer protection office.
Your legal position
You have the right to cancel your Loox subscription at any time, without penalty, following the cancellation procedure specific to your billing method. If Loox fails to honour your cancellation request or continues charging after you have provided notice, you can file a formal complaint with the Competition Bureau (1-800-348-5358) or your provincial consumer protection authority. Do not accept delays in processing your cancellation or vague assurances that you will be refunded later; insist on written confirmation of the cancellation date and final billing amount.
Methods to cancel Loox based on your billing setup
Your cancellation method depends on whether you pay Loox directly or through your Shopify subscription. Yafee recommends identifying your billing source first, then following the steps for your specific route.
Cancellation method one: direct billing (Stripe or PayPal)
If you signed up for Loox directly on the Loox website and provided your payment card or PayPal account, you are on direct billing. Follow these steps to cancel your account.
- Log in to your Loox account at app.loox.io with your email and password.
- If you have forgotten your password, click "Forgot password" and follow the email reset link.
- Navigate to your account settings or billing section (typically found in the top-right menu under your name or profile icon).
- Look for "Account settings", "Billing", or "Subscription".
- Locate the "Cancel subscription" or "Downgrade" button.
- If you see "Downgrade", you can also choose to move to the Beginner plan (free or minimal cost) instead of cancelling entirely.
- Click "Cancel subscription" and confirm your cancellation reason (this helps Loox improve, but is not mandatory).
- You may see a retention offer or discount; decline this if you are certain you want to cancel.
- Confirm the cancellation on the next screen and note the cancellation date.
- Loox will send a confirmation email to your registered address within 24 hours.
- Save or screenshot the confirmation email for your records.
- This serves as proof of your cancellation request if a billing dispute arises later.
Cancellation method two: shopify app store billing
If you installed Loox from the Shopify App Store and pay for it through your Shopify bill, you must cancel through your Shopify admin dashboard, not through Loox. Follow these steps.
- Log in to your Shopify admin at myshopify.com.
- Use your Shopify store email and password.
- Navigate to "Apps and sales channels" in the left sidebar menu.
- Click on "Apps and sales channels" to expand it.
- Search for "Loox" in the list of installed apps or use the search bar.
- You will see Loox listed with its icon and current plan.
- Click on the Loox app to open its details page.
- This shows your current plan, renewal date, and billing information.
- Click "Plan and permissions" or "Manage plan" (exact wording varies by Shopify version).
- Select "Cancel app" or "Uninstall app".
- Confirm your cancellation and select your reason (optional).
- Shopify will immediately stop billing you for Loox on your next renewal date.
- Shopify will send you a confirmation email within 24 hours.
- Save this email as proof of cancellation.
Timeline and billing cutoff after cancellation
Understanding when your charges stop is essential to avoid unexpected fees. Yafee recommends acting early in your billing cycle to minimize final charges.
When charges stop after cancellation
If you cancel mid-cycle, Loox typically honors your subscription through your next renewal date and does not issue a prorated refund. For example, if you cancel on the 15th of a month but your renewal is on the 30th, you will be charged on the 30th for that final month. Consequently, you should cancel at least three to five days before your renewal date to avoid a final charge.
Check your confirmation email or Loox account to identify your exact renewal date. If Loox charges you after your cancellation date, escalate immediately to your payment processor (Stripe, PayPal, or Shopify) to dispute the charge and request a refund within 60 days of the erroneous transaction.
Verification steps after cancellation
- Wait 24 to 48 hours after submitting your cancellation request.
- Loox processes cancellations within one business day.
- Log back into your Loox account (or attempt to) to confirm access has been revoked.
- If you can still log in, the cancellation may not have been processed; contact Loox support immediately.
- Check your email for a cancellation confirmation letter from Loox or Shopify.
- This email should state your cancellation date and final billing amount (if any).
- Monitor your payment method for any charges on or after your expected final billing date.
- Flag any unexpected charges immediately with your payment processor.
Refund eligibility and how to request a refund
Loox's refund policy is strict; cancellation does not automatically trigger a refund for unused service. Nevertheless, you may be eligible for a refund under certain circumstances.
When you may qualify for a refund
You may request a refund if Loox charged you after you had successfully cancelled, if you were double-billed due to a technical error, or if you paid for an annual plan and request a refund within 14 days of purchase. In accordance with Canadian consumer protection law, if Loox misrepresented a feature or failed to deliver the service as advertised, you have grounds to request a full refund from Loox or initiate a chargeback through your payment processor.
Steps to request a refund
- Gather your proof of cancellation email and payment receipts.
- Screenshot or save both documents.
- Contact Loox support at their official support email or help portal.
- Explain your reason for the refund request clearly (e.g., "I cancelled on [date], but was charged on [date]").
- Request a written response acknowledging your refund request within five business days.
- Do not accept verbal promises or indefinite waiting periods.
- If Loox denies your refund, escalate to your payment processor (Stripe, PayPal, or Shopify).
- File a dispute or chargeback claim, providing your cancellation confirmation as evidence.
- If the amount is significant and remains unresolved after 60 days, contact the Competition Bureau of Canada or your provincial consumer protection office.
- You may also pursue small claims court in your province.
Common mistakes to avoid when cancelling Loox
Cancelling should be simple, but small oversights can lead to unexpected charges and frustration. Stay alert to these pitfalls and you will protect yourself.
Mistake one: confusing app uninstall with account cancellation
On Shopify, uninstalling the Loox app does not automatically cancel your subscription if you had a multi-month or annual commitment. You must explicitly cancel your plan through "Manage plan" or contact Loox support in writing to confirm the cancellation. Consequently, uninstalling the app and assuming you are cancelled can lead to surprise charges on your next renewal date.
Mistake two: cancelling without noting the renewal date
If you cancel mid-cycle without checking when your next renewal is due, Loox may still charge you for that final month. Always log into your account, identify your renewal date, and cancel at least three to five days before that date to prevent a final charge.
Mistake three: not saving cancellation confirmation
Loox support can be slow to respond if a dispute arises. Save your cancellation confirmation email immediately and store it in a dedicated folder or cloud service. This evidence protects you if Loox later claims it never received your cancellation request.
Mistake four: relying on payment processor cancellation alone
Some merchants assume they can cancel directly through Stripe or PayPal without notifying Loox. This approach often fails because Loox may reactivate billing after you unblock the payment method. Always cancel through Loox's official account settings first, then monitor your payment method to ensure no further charges occur.
What to do after you cancel Loox
Your cancellation does not end your responsibility. Follow these post-cancellation steps to fully protect yourself and transition smoothly.
Secure your review data before losing access
Loox will delete your account data 30 days after cancellation. Before that window closes, export your reviews, customer feedback, and any custom configurations you wish to keep. Contact Loox support at [email protected] to request a data export if the option is not available in your account settings.
Monitor your billing for 90 days
Continue checking your payment method (credit card, PayPal, or Shopify invoice) for 90 days after cancellation. If an unexpected charge appears, dispute it immediately with your payment processor. Reference your cancellation confirmation email as evidence that you had already ended your subscription.
Update your shopify store widgets (if applicable)
If you had Loox review widgets embedded in your Shopify product pages, those widgets will stop functioning after your account is deleted. Review your store pages and remove any Loox code snippets to prevent broken elements on your site. Consider installing an alternative review app if you still want to collect customer feedback.
Review alternative platforms
If you are transitioning to a different review management platform, Yafee recommends comparing features and pricing before committing. Popular alternatives include Trustpilot, Judge.me, and Stamped.io. Ensure your new platform offers data import functionality so you can bring your existing reviews across.
If Loox refuses to cancel or continues billing
In rare cases, Loox may delay processing your cancellation or claim they never received your request. Here is how to escalate and protect yourself.
Document every communication attempt
Save all emails, chat transcripts, and account screenshots related to your cancellation attempts. If Loox claims no record of your request exists, your documented proof will be critical.
Escalation steps in order
- Send a follow-up email to Loox support ([email protected]) with "URGENT: Cancellation Not Processed" in the subject line.
- Reference your original cancellation date and provide your account email address.
- Request written confirmation of cancellation within 48 hours.
- If Loox does not respond within two business days, contact your payment processor (Stripe, PayPal, or Shopify) and file a dispute.
- Provide your cancellation confirmation email and proof of unauthorized charges.
- File a formal complaint with the Competition Bureau of Canada (1-800-348-5358) if Loox has engaged in deceptive marketing, hidden cancellation terms, or deliberately obstructed your cancellation request.
- The Competition Bureau can investigate unfair business practices and, in severe cases, pursue enforcement action.
- Contact your provincial consumer protection office (for example, Ontario's Consumer Protection Branch or BC's Consumer Protection Office) to report Loox for violating your cancellation rights.
- These offices maintain databases of consumer complaints and can issue cease-and-desist orders to repeat offenders.
- If the disputed amount is under C$15,000 (varies by province), pursue small claims court in your jurisdiction.
- Small claims court is designed for consumers and requires no lawyer; filing fees are minimal (typically C$50 to C$300).
Checklist: cancelling Loox safely and completely
Use this checklist to ensure you have completed every cancellation step and protected yourself from future charges.
| Task | Completed | Date completed |
|---|---|---|
| Identify your billing source (direct or Shopify) | ||
| Note your Loox renewal date | ||
| Export or back up your reviews and data | ||
| Submit cancellation request through correct channel | ||
| Save cancellation confirmation email | ||
| Remove Loox widgets from your Shopify store |
Comparing Loox with alternatives before you commit
Before cancelling, evaluate whether Loox truly fails to meet your needs or whether a downgrade would serve you better. Yafee has helped thousands of Canadian merchants compare review platforms to find the best fit for their budget and sales strategy.
| Platform | Starting price (approx. CAD) | Photo reviews | Video reviews | AI replies |
|---|---|---|---|---|
| Loox | C$17.54/month | Yes | Yes (Scale+) | Yes (Convert+) |
| Judge.me | Free tier available | Yes | No | No |
| Trustpilot | C$299+/month | Yes | Yes | Limited |
| Stamped.io | Free tier available | Yes | Yes | No |
Contact information and certified cancellation notice
If Loox fails to honour your digital cancellation request or you require formal legal notice, you may send a certified letter (registered mail with proof of receipt) to Loox's Canadian address. This provides undeniable proof of your cancellation intent.
Loox canadian address for certified cancellation notice
Use this address to send a certified letter if Loox fails to process your online cancellation request:
Loox Ltd. (Canada)
[Contact address pending confirmation with Loox]
When sending a certified letter, include the following information: your full name, Shopify store URL or Loox account email, your requested cancellation date, and a clear statement that you are terminating your subscription effective immediately. Request a signed receipt of delivery and keep a copy of your letter for your records. In accordance with Canadian consumer protection law, Loox must respond to certified cancellation notices within 10 business days and must cease billing no later than your next renewal date.
Support contact information
For direct communication with Loox support, use the following channels:
- Email: [email protected]
- Help portal: loox.zendesk.com
- Live chat: Available in your Loox app dashboard (during business hours, Eastern Time)
Always request written confirmation of any cancellation request you submit, whether by email or support ticket. Do not rely on verbal assurances or chat logs without email follow-up.
Final thoughts: take control of your subscription today
Cancelling Loox is simple when you follow the correct procedure for your billing method, document your cancellation request, and monitor your account for 90 days after cancellation. Your Canadian consumer rights protect you if Loox refuses to honour your request or continues charging without authorization. Do not hesitate to escalate to your payment processor, the Competition Bureau, or your provincial consumer protection office if disputes arise.
Yafee has helped thousands of Canadian small business owners cancel unwanted subscriptions safely and recover unexpected charges. Whether you are downgrading to a lower plan, switching to a competing platform, or simply cutting costs, our step-by-step guide ensures you cancel with confidence and complete transparency. If you have questions about your cancellation rights or need help documenting a billing dispute, Yafee is here to support you.