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Frequently asked questions
Cancel Loox: Step-by-Step Guide
How to cancel Loox on shopify and reclaim control of your store
What Loox is and why you might need to cancel
Loox is a customer review and social proof platform built into Shopify. It automates the collection of photo and video reviews from your customers, then displays them on your product pages and checkout to build trust and increase conversions. The app handles the entire workflow: sending review requests after purchase, managing submissions, and embedding review widgets across your storefront.
However, not every tool serves every merchant indefinitely. You may be considering cancellation because the app is not delivering the review volume you expected, your store's needs have shifted, or you want to test an alternative solution. Understanding your cancellation rights and the process itself ensures you avoid unnecessary charges and protect your business interests.
Who uses Loox and why they subscribe
Loox is designed for Shopify store owners who want to accelerate sales through social proof. Fashion retailers, beauty brands, and direct-to-consumer businesses commonly adopt it to showcase authentic customer feedback and reduce purchase hesitation. The app also powers referral programs and upsell flows, allowing merchants to incentivise customers to submit reviews in exchange for discounts or store credit.
Common reasons merchants decide to cancel
You may choose to cancel for several legitimate reasons. Low review submission rates or engagement from customers make the monthly fee less justifiable. Some merchants find a competitor app that better fits their budget or feature set. Others shift focus to different marketing channels, consolidate their subscription stack to reduce costs, or scale to a point where Loox's pricing no longer aligns with their margin targets.
Your legal position under indian consumer law
As a consumer or business user in India, your right to cancel a subscription is protected by the Consumer Protection Act, 2019 (CPA). This legislation grants you the right to cancel goods or services within a specified period and receive a refund, provided you follow the correct procedure.
Under the CPA, distance contracts (contracts entered online) must allow you to cancel within 14 days from the date of purchase, unless you have already used the service substantially. Shopify processes Loox charges on your behalf, but the CPA still applies to the relationship between you and Loox (operated by Croxaint Digital Private Limited).
Your specific consumer rights with Loox
You have the right to cancel your Loox subscription at any time. However, the refund entitlement depends on when you cancel. If you cancel within 14 days of your first billing date and have not substantially used the app, you are entitled to a full refund under the CPA. If you cancel after the 14-day period, Loox may retain charges for the current billing cycle, as you have already received access to the service.
Furthermore, you have the right to cancel without providing a reason. The company cannot force you to continue a subscription or impose punitive terms for exercising your cancellation right. If Loox refuses to process your cancellation or withholds a refund you are entitled to, you can escalate your complaint to the Central Consumer Protection Authority (CCPA) or your local State Consumer Commission.
Loox pricing plans and billing structure
Loox operates as a monthly subscription billed directly through your Shopify admin. You cannot manage or cancel the subscription through Apple App Store or Google Play; Shopify handles all charges and payment processing. Your subscription tier determines how many review request emails you can send and what features you unlock. Pricing scales with your store's order volume, so your monthly bill may increase as you grow.
Pricing tiers in india (USD converted to INR)
Below are the current Loox subscription tiers shown in USD. Shopify converts charges to Indian Rupees (INR) based on the exchange rate at the time of billing. Confirm the exact rupee amount in your Shopify admin before deciding, as rates fluctuate and the conversion may differ from what you see here. This information helps you understand what you are paying each month and whether the value justifies the cost.
| Plan | Price (USD/month) | Approximate INR | Best for | Key features |
|---|---|---|---|---|
| Beginner | $12.99 | ≈1,075 INR | New stores | Supports up to 500 total orders; basic review collection |
| Scale | $39.99 | ≈3,300 INR | Growing stores | First 300 orders included; $40 per additional 300 orders |
| Convert | $99.99 | ≈8,280 INR | High-volume stores | First 300 orders; $40 per additional 300; referral program access |
| Unlimited | $299.99 | ≈24,840 INR | Enterprise merchants | Unlimited requests, referrals, upsells, and priority support |
How Loox billing cycles work
Loox charges recur on the same date each month. If you signed up on the 15th, you are billed on the 15th of every month until you cancel. Your first billing date marks the end of any free trial. If you do not cancel before that date, you are committed to the full month's charge, even if you uninstall the app on day 20.
This means timing your cancellation carefully is essential. Cancel before your next billing date to avoid an unwanted charge. If you are charged after cancelling, you can request a refund from Loox within 30 days of the charge.
How to cancel Loox step by step
Cancelling Loox is straightforward once you know the correct procedure. Follow these steps to uninstall the app and stop recurring charges immediately. Yafee recommends completing these steps before your next billing date to avoid charges for the upcoming month.
Step 1: access your shopify admin and navigate to apps
- Log into your Shopify admin dashboard using your merchant account credentials.
- From the sidebar menu, select "Apps and sales channels."
- Click "App and sales channels" to view your installed applications.
- Locate Loox in the list of active apps and click on it to open the app details page.
Step 2: uninstall the Loox app from your shopify store
- On the Loox app details page, look for the "Uninstall" or "Remove" button, typically located in the top-right corner or at the bottom of the page.
- Click the uninstall button. Shopify will prompt you to confirm the action.
- Read the confirmation message carefully. It may warn you that uninstalling will remove all Loox widgets from your store and stop sending review requests.
- Click "Uninstall" or "Confirm" to complete the removal.
Step 3: verify cancellation and check your shopify billing page
- Return to your Shopify admin homepage and navigate to "Settings."
- Select "Billing and plan" from the settings menu.
- Scroll down to "Subscription apps" or "App charges" to view your active subscriptions.
- Confirm that Loox no longer appears in your list of active subscriptions. If it still shows as active, wait 24 hours and refresh the page, as the change may not update immediately.
Step 4: contact Loox support if the app does not uninstall
- If Loox remains active after uninstalling, reach out to Loox customer support directly through their website or help centre.
- Provide your Shopify store URL and the date you attempted to uninstall.
- Request written confirmation that your subscription has been cancelled and that no further charges will be applied.
- Keep this confirmation email for your records in case you need to dispute a future charge or escalate a complaint.
Step 5: monitor your next billing statement
- Check your Shopify billing statement on or shortly after your next billing date to confirm no Loox charge has appeared.
- If you see a charge after cancelling, note the date and amount immediately.
- If an unwanted charge appears, contact Loox within 30 days to request a refund, citing your cancellation date.
Refund entitlements and how to claim them
Your right to a refund depends on when you cancel relative to your purchase date and how much you have used the service. Under the Consumer Protection Act, 2019, if you cancel within 14 days of your first billing date and have not substantially used the app, Loox must refund your payment in full.
When you qualify for a full refund
You qualify for a full refund if you cancel within 14 days of your initial subscription purchase and have not substantially used Loox's features. "Substantially used" typically means you have not sent review requests, collected reviews, or actively integrated Loox widgets into your store. If you cancel immediately after signing up but before the first billing date, you are almost certain to receive a full refund.
When Loox may retain charges
If you cancel after 14 days or after substantially using the service, Loox may retain charges for the current billing cycle. However, Loox must refund you for any future billing cycles. For example, if you cancel on day 20 of a monthly subscription, Loox may keep that month's charge but must not bill you again. If you are already in your second month, they must refund the second month's charge if you request it within 30 days of the billing date.
How to request a refund from Loox
- Send a written cancellation and refund request to Loox at their official contact address: Croxaint Digital Private Limited, Mumbai, India (exact address available in the "Contact information" section below).
- Include your full name, email address associated with the Loox account, Shopify store URL, subscription start date, and cancellation date.
- Clearly state that you are requesting a refund under the Consumer Protection Act, 2019, citing your cancellation date and the reason for cancellation.
- Send the request via email and also post a registered letter if Loox does not respond within 7 days.
- Keep copies of all correspondence for your records.
Timeline for refund processing
Loox must process your refund within 14 days of receiving your cancellation request, as per RBI (Reserve Bank of India) payment processing guidelines. If the refund does not appear in your bank account within 21 days, contact your bank and Loox simultaneously. Provide both parties with your cancellation request email and the date Loox acknowledged your request.
What happens after you cancel Loox
Once you uninstall Loox from your Shopify store, several changes take effect immediately. Understanding what to expect helps you avoid confusion and plan your next steps effectively.
Immediate changes to your store
All Loox review widgets disappear from your product pages, collection pages, and checkout within minutes of uninstallation. Existing reviews already collected and stored in Loox remain in the Loox platform but are no longer visible on your storefront. Customer review requests stop being sent automatically. Any pending review submissions that customers were working on will be lost if customers do not complete them before uninstallation.
Billing changes after cancellation
Your Loox subscription charge ceases immediately. The next billing cycle does not occur. If you were on a monthly plan that billed on the 15th, no charge appears on the 15th of the next month. However, if you uninstall on the 20th of a month and your billing date is the 15th, the 15th charge has already been processed and is non-refundable unless you meet the refund criteria outlined above.
Recovering your review data
Before uninstalling, export all your collected reviews from Loox if you plan to migrate to a competitor platform. Log into your Loox account within your Shopify admin and navigate to your reviews section. Download or export your review data in CSV format if this option is available. Once you uninstall the app, accessing this data becomes more difficult, though Loox may preserve it on their servers for a limited period.
Common mistakes to avoid when cancelling Loox
Cancelling a subscription should be straightforward, but several pitfalls can cost you money or leave you confused. Stay vigilant and follow these guidelines to protect your interests.
Mistake 1: assuming uninstalling the app stops charges
Uninstalling Loox from your Shopify store does not automatically cancel your subscription. Shopify treats uninstallation and subscription cancellation as separate actions. You must uninstall the app and then verify that the subscription no longer appears on your billing page. If you simply remove the app without confirming cancellation, you may continue to be charged.
Mistake 2: cancelling within the free trial and forgetting the first billing date
If Loox offered you a free trial (typically 7 or 14 days), your first charge occurs after the trial ends, not immediately. If you do not cancel before the trial ends, you are automatically charged. Mark your calendar with the trial end date and set a phone reminder to cancel if you are unsure about keeping the app.
Mistake 3: not checking your shopify billing page after uninstalling
After uninstalling, visit your Shopify billing settings to confirm that Loox no longer appears under "Subscription apps." Do not assume cancellation based on uninstalling alone. Wait 24 hours for the system to update, then verify. This single step prevents accidental charges and disputes.
Mistake 4: ignoring unwanted charges and missing the refund window
If you see a Loox charge on your Shopify bill after cancelling, act immediately. You have 30 days from the billing date to request a refund. If you wait longer than 30 days, your refund claim weakens significantly, and Loox may refuse the request. Set a phone reminder to check your Shopify billing statement on the 1st of every month.
Mistake 5: not requesting a refund in writing
Verbal requests or in-app messages do not create a record. Always request cancellation and refunds in writing via email and (if necessary) registered post. This creates an audit trail and strengthens your position if you need to escalate to the State Consumer Commission.
Comparison with alternative review platforms
Before you cancel Loox, you may want to understand how it compares to other review solutions available in India. This table summarizes the key differences to help you decide whether to cancel or switch.
| Platform | Monthly cost (USD) | Best for | Review types | Key strength |
|---|---|---|---|---|
| Loox | $12.99 - $299.99 | Shopify stores needing social proof | Photo, video, text reviews | Native Shopify integration; referral program |
| Judge.me | Free - $299 | Shopify and WooCommerce stores | Photo, video, text reviews | Competitive pricing; strong free tier; easy migration |
| Yotpo | Free - $500+ | Enterprise merchants | Photo, video, text, ratings | Advanced analytics; loyalty program integration |
| Trustpilot | Free - Custom pricing | Brands seeking independent reviews | Text and ratings only | High consumer trust; transparent review moderation |
| Native Shopify reviews | Free | Budget-conscious stores | Text and ratings only | No third-party fees; built-in functionality |
Escalation and dispute resolution
If Loox refuses to cancel your subscription or process a refund you are entitled to, you have formal escalation routes under Indian consumer law. Do not accept refusal as final; the law protects your rights.
Step 1: send a formal cancellation notice to Loox
Send a registered letter or email to Croxaint Digital Private Limited (Loox's operating company) demanding cancellation of your subscription and a refund of all charges made after your cancellation date. Include copies of your Shopify billing statements, screenshots of your uninstallation, and the dates of all communications. Give Loox 7 days to respond.
Step 2: file a complaint with the state consumer commission
If Loox does not respond or refuses your request, file a formal complaint with your State Consumer Commission under the Consumer Protection Act, 2019. You can file online at the NCDRC (National Consumer Disputes Redressal Commission) portal or visit your local state consumer office. Yafee's team has helped thousands of consumers navigate this process; the same protections apply to you.
Step 3: report to the central consumer protection authority (CCPA)
For systematic non-compliance (if Loox regularly refuses cancellation requests), file a complaint with the CCPA. This body investigates unfair trading practices and can impose penalties on the company.
Your cancellation checklist
Use this checklist to ensure you have completed every step correctly and protected yourself from future charges. Yafee recommends printing or saving this list and checking off each item as you complete it.
| Action | Completed? | Date |
|---|---|---|
| Accessed Shopify admin and located Loox app | Yes / No | ___/__/____ |
| Clicked "Uninstall" and confirmed removal | Yes / No | ___/__/____ |
| Waited 24 hours and checked Shopify billing page | Yes / No | ___/__/____ |
| Confirmed Loox no longer appears in subscription list | Yes / No | ___/__/____ |
| Saved cancellation confirmation email or screenshot | Yes / No | ___/__/____ |
| Monitored Shopify billing for unwanted charges | Yes / No | ___/__/____ |
Contact information for Loox (Croxaint digital private limited)
If you need to contact Loox directly to dispute a charge, request a refund, or formally cancel your subscription, use the official contact details below. Send all formal requests in writing via email and registered post to create a documented record.
Official contact details
Company name: Croxaint Digital Private Limited (Loox)
Registered office: Mumbai, India
Email: [email protected] (general support)
Help centre: help.loox.io
Shopify app page: Available through your Shopify admin under "Apps and sales channels"
For refund disputes or formal cancellation requests, send a registered letter to the company's Mumbai office with a copy to their email address. Keep proof of posting and all correspondence for your records. If you do not receive a response within 7 days, file a complaint with your State Consumer Commission.
Final summary and next steps
Cancelling Loox is a straightforward process: uninstall the app from your Shopify admin, verify the subscription no longer appears on your billing page, and monitor your next billing statement to confirm no unwanted charges occur. You have strong consumer protections under the Consumer Protection Act, 2019, which guarantees your right to cancel at any time and receive a refund if you meet the stated criteria.
Timing is crucial; cancel before your next billing date to avoid additional charges. If you are charged after cancelling, request a refund within 30 days. If Loox refuses, escalate your complaint to the State Consumer Commission or the Central Consumer Protection Authority.
Yafee specializes in helping consumers and merchants navigate subscription cancellations, refund claims, and consumer rights disputes. Whether you need guidance on cancelling Loox, disputing an unwanted charge, or filing a formal complaint, Yafee's legal resources and step-by-step guides ensure you understand your rights and complete the process correctly. Visit yafee.com today to access free templates, checklists, and detailed guides for all major SaaS platforms. Yafee has helped thousands of consumers cancel subscriptions successfully and recover refunds they deserved.