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Frequently asked questions
Cancel Loom: The Step-by-Step Guide
How to cancel your Loom subscription: your complete UK guide
Understanding Loom and your cancellation rights
Loom is a cloud-based video messaging platform that enables you to record, share, and manage video content through screen capture and webcam functionality. If you use it for work, education, or personal projects, you likely maintain an active subscription that renews automatically. Under the Consumer Rights Act 2015, you have the right to cancel your subscription and receive a refund under specific circumstances, provided you act within the legal timeframe.
You might consider cancellation for several reasons: you have found a more cost-effective alternative, your team no longer requires asynchronous video communication, or you are tightening your operational budget. Whatever your reason, UK consumer law protects your ability to cancel fairly and without unnecessary obstacles. Yafee has guided thousands of UK consumers through subscription cancellations, and we are here to walk you through the Loom process step by step.
Why consumers cancel Loom
Most subscribers cancel Loom because their business requirements have shifted, they have switched to competitor tools, or their organisation has centralised video communication through other platforms. Some teams discover that free alternatives meet their needs, whilst others find the subscription cost no longer justifies their usage level.
The advantage of cancelling Loom is that the process is generally straightforward once you understand the correct steps and your legal position. Understanding your rights before you start makes the entire experience smoother and faster.
Before you cancel: questions to ask yourself
Ask yourself whether you are cancelling because Loom genuinely does not fit your needs, or whether you are reacting to a specific frustration that could be resolved differently. If you are on a paid tier and wondering whether downgrading to a free plan might meet your needs, contact Loom's support team first to explore alternatives rather than full cancellation.
Most importantly, check your current billing cycle. If you are on an annual plan and cancel mid-year, you may be entitled to a refund depending on how long you have used the service. Yafee recommends reviewing your subscription agreement before submitting any cancellation request, as this document contains your refund eligibility and notice period requirements.
Loom's subscription tiers and what you pay for
Loom operates a tiered pricing model with clear distinctions between free, paid, and enterprise options. Understanding which tier you are on helps you anticipate what access you will lose and whether you need to export your video library before cancelling.
| Subscription tier | Monthly cost | Annual cost | Key features | Best for |
|---|---|---|---|---|
| Starter (free) | £0 | £0 | Limited recording length, basic sharing | Personal experimentation |
| Business | £10 per user/month | £96 per user/year | Unlimited recordings, advanced analytics, priority support | Small to medium teams |
| Professional | £25 per user/month | £240 per user/year | Team management, custom branding, advanced integrations | Growing organisations |
| Enterprise | Custom pricing | Custom pricing | Enhanced security, SSO integration, dedicated support | Large organisations |
Understanding your billing cycle
Your billing cycle begins on the date you first subscribed and repeats at monthly or annual intervals depending on your plan choice. Monthly subscriptions renew automatically on the same day each month unless you cancel, whilst annual plans lock your pricing for twelve months but require a single larger payment upfront.
This distinction matters significantly for cancellation timing. If you are on a monthly subscription, you can typically cancel immediately and your access ends at the end of your current billing period. If you are on an annual plan, cancellation rules vary by circumstances, and UK consumer law provides specific protections for paid subscriptions.
Your legal position under UK consumer law
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have explicit rights when cancelling digital services and subscriptions. These protections apply whether you signed up online or through a mobile app.
Your right to cancel within 14 days
If you subscribed to Loom within the last 14 calendar days, you have an unconditional right to cancel and receive a full refund under the Consumer Contracts Regulations 2013. This 14-day period, known as the "cooling-off period," begins on the date your subscription becomes active, not the date you place your order.
Consequently, if you subscribed to Loom fewer than 14 days ago and have not used the service extensively, you can cancel immediately without providing a reason. Yafee advises that you document your cancellation date carefully, as this determines your eligibility for a refund.
Cancellation after 14 days
After the 14-day cooling-off period expires, your cancellation rights depend on the terms of your subscription agreement. Most subscriptions can be cancelled at any time, but you forfeit the right to a refund unless the service has failed to meet the standard required by law.
Nevertheless, if Loom has breached the contract-for example, if the service is unavailable, performs poorly, or fails to provide promised features-you may have grounds to cancel and claim a refund. In accordance with the Consumer Rights Act 2015, digital services must be fit for purpose and of satisfactory quality.
Refunds on annual plans
If you are on an annual plan, your refund eligibility depends on when you cancel within the 12-month period. Cancelling within 14 days entitles you to a full refund. After 14 days, you typically forfeit the full annual fee unless you have grounds to claim breach of contract.
In accordance with Loom's standard terms, some annual subscribers have reported receiving pro-rata refunds (refunds for the unused portion of their subscription), although this is not guaranteed. Yafee recommends contacting Loom directly to confirm whether your specific plan qualifies for a partial refund after the cooling-off period.
How to cancel your Loom subscription: step-by-step
Follow this procedure to cancel your Loom subscription and protect your refund rights.
Step 1: log in to your Loom account
- Navigate to loom.com and click "Log In" in the top right corner.
- Enter your email address and password associated with your Loom account.
- If you have forgotten your password, click "Forgot your password?" and follow the reset link sent to your email.
- Once logged in, you will see your dashboard with your recorded videos and workspace settings.
Step 2: access your account settings
- Look for your profile icon or initials in the top right corner of the dashboard.
- Click on your profile icon to open a dropdown menu.
- Select "Settings" or "Account Settings" from the available options.
- You will be directed to your account management page, where billing and subscription options are located.
Step 3: navigate to your subscription and billing section
- Within your account settings, locate the "Billing" or "Subscription" tab.
- Click on this tab to view your current plan, renewal date, and payment method.
- Your page will display your subscription status, the date of your next charge, and a "Manage Subscription" or "Cancel Subscription" button.
Step 4: initiate cancellation
- Click the "Cancel Subscription" or "Manage Subscription" button prominently displayed on the billing page.
- Loom will ask whether you want to proceed with cancellation and may offer a discount or downgrade option as an alternative.
- Review these options carefully. If you are certain you want to cancel, confirm that you wish to proceed.
- Loom will then ask for your reason for cancellation. Provide a brief reason if prompted (this information helps Loom improve, but your response is not required to complete cancellation).
Step 5: confirm your cancellation
- A confirmation screen will appear stating that your cancellation request has been received.
- Loom will send a confirmation email to the address associated with your account within minutes.
- Save this email and the reference number provided. This serves as your proof of cancellation for future disputes.
- Your access will continue until the end of your current billing period, after which your subscription will terminate.
Step 6: export your data before access ends
- Before your access expires, download all videos and transcripts you wish to retain.
- On your Loom dashboard, select each video you wish to export.
- Right-click and select "Download" or use Loom's export function if available.
- Store these files securely on your device or cloud storage outside of Loom.
Requesting a refund after cancellation
Your refund entitlement depends on whether you cancelled within or after the 14-day cooling-off period.
If you cancelled within 14 days
- Your refund should be processed automatically within 14 working days of Loom confirming your cancellation.
- Check your bank or payment method to confirm the refund has arrived. Most refunds appear within 5 to 10 working days.
- If the refund does not appear after 14 working days, contact Loom's support team with your cancellation confirmation email.
- Provide your account email, subscription start date, and the amount charged as proof of your claim.
If you cancelled after 14 days
- Refunds are not automatic after the cooling-off period, even on annual plans.
- Contact Loom's support team directly to request a refund, explaining your circumstances (for example, if the service failed to meet the quality or functionality you expected).
- If Loom declines your refund, you can escalate your complaint to Citizens Advice Consumer Service or submit a dispute to your payment provider (your bank or credit card company).
- Yafee advises keeping all evidence of your claim: screenshots of service failures, dates when the service was unavailable, and correspondence with Loom support.
Common mistakes to avoid when cancelling
Cancelling a subscription should be straightforward, and most problems stem from overlooking a single detail. Here are the pitfalls to sidestep.
Mistake 1: missing the 14-day cooling-off deadline
Your 14-day window for unconditional refunds begins on your subscription activation date, not on the date you receive your first confirmation email. If you are unsure when your subscription became active, contact Loom support to confirm the exact date before the 14-day period expires.
Mistake 2: cancelling without documenting the confirmation
Always save your cancellation confirmation email and any reference number provided. If a refund fails to appear or Loom later claims it never received a cancellation request, this documentation proves your case. Take a screenshot of the email if necessary.
Mistake 3: assuming annual plans are automatically refundable
Annual subscriptions are not automatically refunded in full after the 14-day period. If you are outside the cooling-off window, contact Loom directly to ask about pro-rata refunds or partial refunds for unused months. Do not assume they will offer one without asking.
Mistake 4: failing to export your data before access ends
Once your subscription expires, you lose access to your recorded videos immediately. Loom does not retain your data indefinitely after cancellation. Download all videos and transcripts you need before your final billing date.
Mistake 5: contacting the wrong support channel
Use Loom's official support portal or email support rather than social media messages or chat. Official channels create a documented record of your request, which strengthens any future dispute over a refund.
What happens after your subscription ends
Once your Loom subscription cancels and your billing period expires, several changes take effect immediately. Understanding these consequences helps you prepare and retrieve important content beforehand.
Access to your videos and workspace
You lose full access to your Loom workspace once your subscription expires. Paid features such as unlimited recording length, advanced analytics, team collaboration, and priority support terminate immediately. If you revert to the free tier, you retain access to basic features, but your video library may be restricted or removed depending on the length of time you have been inactive.
Your video library
All videos you recorded during your paid subscription remain in your Loom account if you upgrade to the free tier. However, if you delete your account entirely, Loom will permanently remove all videos within 30 days. Consequently, export any videos you wish to keep before deleting your account.
Billing and future charges
Once you cancel, Loom ceases all automatic payments. You will not be charged again unless you manually reactivate a paid subscription. Check your payment method records to confirm that no further charges appear after your cancellation date.
Timeline for cancellation and refund processing
Here is what to expect across each phase of the cancellation process.
| Phase | Timeframe | What you do | What happens |
|---|---|---|---|
| Days 1-14 (cooling-off period) | 14 calendar days from subscription activation | Cancel via account settings | Automatic refund processed within 14 working days |
| Day 15 onwards (after cooling-off period) | Any time | Cancel via account settings | Access ends at billing date. No automatic refund unless service failed. |
| Refund confirmation | 5 to 10 working days (from processing date) | Check your bank account | Refund credited to original payment method |
| Account deletion (optional) | Up to 30 days after final cancellation | Request account deletion via support | All videos permanently removed; account cannot be recovered |
If Loom refuses to cancel or refund
In rare cases, Loom may delay your cancellation or deny a refund you believe you are entitled to. You have formal remedies under UK consumer law.
Step 1: escalate within Loom
- Send a formal written complaint to Loom's support team via email, referencing your cancellation confirmation and the specific reason for your dispute.
- Request a response within 14 days.
- Keep a copy of this email for your records.
Step 2: contact citizens advice consumer service
- If Loom does not respond or refuses your refund claim without justification, contact Citizens Advice Consumer Service (the official UK consumer rights body).
- You can file a complaint at citizensadvice.org.uk or call them for guidance.
- Citizens Advice will escalate your case and pressure the company to comply with UK law.
Step 3: dispute the charge with your payment provider
- Contact your bank or credit card company and file a dispute for the charge (also called a chargeback).
- Provide your bank with copies of your cancellation confirmation and all correspondence with Loom.
- Your bank will investigate and can reverse the charge if they determine you are entitled to a refund.
Your legal position
Under the Consumer Rights Act 2015, you have the right to receive goods and services of satisfactory quality and fit for purpose. If Loom fails to provide the service as described, or if the service is unavailable or defective, you can claim a refund regardless of the cooling-off period. You also have the right to cancel any subscription at the end of a billing period with written notice, provided the terms of your contract do not restrict this right. If Loom refuses to honour your legal rights, Citizens Advice and your payment provider are your enforcement routes. Yafee has helped thousands of consumers navigate these disputes and enforce their rights.
Comparing alternatives to Loom before you go
Before you cancel, consider whether a competitor tool might meet your needs better. Here is how Loom compares to its main alternatives.
| Platform | Free tier | Paid tier (monthly) | Key strengths | Best for |
|---|---|---|---|---|
| Loom | Yes, limited | £10+ | Simple UI, fast sharing, team collaboration | Small to medium teams |
| Camtasia | 14-day trial | £8 (subscription) or £55 (one-time) | Advanced video editing, polished output | Professional creators and marketers |
| Vidyard | Yes, limited | £25+ | Sales-focused features, CRM integration | Sales teams and organisations |
| OBS Studio | Free (open-source) | No subscription | Full control, no watermarks, powerful | Technical users and power users |
| Screenflow (Mac only) | 7-day trial | £29 one-time purchase | Native Mac integration, high quality | Apple users and educators |
If you are cancelling because Loom's cost exceeds your budget, consider whether the free tier of Loom itself might suffice. If you need advanced video editing, Camtasia or Screenflow offer one-time purchases instead of recurring subscriptions. Yafee can help you compare contract terms across platforms if you are considering a switch.
Cancellation checklist: ensure nothing falls through the cracks
Use this checklist to confirm you have completed every step correctly.
- Record your subscription start date and your cancellation date (for 14-day verification).
- Log in to your Loom account and navigate to account settings.
- Click "Cancel Subscription" and confirm your cancellation request.
- Save the cancellation confirmation email with reference number.
- Export and download all videos and transcripts you need to keep.
- Note your billing renewal date; your access ends on or before this date.
- If cancelling within 14 days, verify that a refund is processed within 14 working days of the cancellation date.
- Check your bank account or payment method to confirm the refund has arrived.
- If no refund appears, contact Loom support with your cancellation confirmation.
- If Loom refuses to refund you after 14 days and you believe you have grounds to claim, contact Citizens Advice or your payment provider.
Your next steps: act now to protect your refund
Cancelling your Loom subscription is a straightforward process when you follow the correct steps and understand your legal protections. The key to avoiding frustration is acting promptly, documenting your cancellation, and exporting your data before your access expires.
If you are within the 14-day cooling-off period, cancel immediately to secure your refund automatically. If you are outside this window, contact Loom support directly to confirm whether you are eligible for a partial refund on an annual plan. Should Loom refuse to honour your rights, escalate to Citizens Advice Consumer Service or your payment provider without hesitation.
Yafee has guided thousands of UK consumers through subscription cancellations, disputes, and refund claims. We understand that navigating contract terms and consumer rights can feel overwhelming, which is why we break down each process into clear, legal steps. Visit yafee.com today to explore guides for cancelling other subscriptions and digital services, and to learn more about your consumer rights under UK law. Your refund, and your peace of mind, are worth protecting.