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Frequently asked questions
Cancel Looka: The Right Way to Avoid Charges
How to cancel Looka in malaysia and understand your consumer rights
What Looka is and why malaysians subscribe
Looka is an AI-powered branding platform that helps you design logos, build brand kits, and in some subscription tiers, create websites with hosting included. The service operates as a web-based Software as a Service (SaaS) product, meaning you access it through your browser and pay a recurring subscription fee to maintain access to your designs and assets.
The platform attracts Malaysian users because logo design can start free within the editor, but downloading and using your final designs requires a paid subscription. Most subscribers choose the Brand Kit subscription at USD $96.00 per year (approximately RM453) or the Brand Kit Web subscription at USD $129.00 per year (approximately RM609), which adds website hosting and design tools. Understanding what you actually pay for is the first step toward deciding whether to keep the subscription or cancel it.
How Looka operates and what you receive
When you subscribe, you gain access to unlimited logo revisions, high-resolution files, vector formats, and ownership of your designs. The paid value extends beyond a single logo image; you retain ongoing access to your brand assets and can make changes whenever you need them. Many Malaysian users discover after subscribing that they only needed one or two logo exports, not the full suite of recurring access and unlimited edits that come with the annual plan.
Looka's terms are governed by Canadian law, which matters if you later dispute a refund or renewal charge. This legal framework sits outside Malaysia's consumer protection regime, so understanding both jurisdictions helps you enforce your rights effectively.
Pricing and currency in malaysia
Looka publishes all pricing in US dollars on its website, so Malaysian users typically see foreign-currency billing rather than Malaysian Ringgit amounts. For transparency, this guide shows both the original USD price and an approximate MYR conversion at 1 USD = RM4.72. Your actual MYR charge may vary slightly depending on your payment method and bank's exchange rate.
| Plan | Original price (USD) | Approx. MYR | Billing cycle | What you get |
|---|---|---|---|---|
| Design free (limited) | Free | Free | N/A | Logo design and editing inside the platform only; no download or export |
| Brand Kit subscription | $96.00 | ~RM453 | Annual | Logo ownership, unlimited revisions, high-res and vector files, brand asset access |
| Brand Kit Web subscription | $129.00 | ~RM609 | Annual | Everything above plus website builder, hosting, and design templates |
| One-time export | Variable | Variable | One-off | Single logo download without ongoing subscription |
Your consumer rights when cancelling Looka in malaysia
As a Malaysian consumer, you hold rights under the Consumer Protection Act 1999 (CPA), which protects you against unfair contract terms, hidden charges, and failure to deliver promised services. These rights apply even though Looka's terms reference Canadian law, because you purchased the service from within Malaysia and are a Malaysian resident.
Legal framework and your position
The Consumer Protection Act 1999 gives you the right to cancel a distance contract (a contract made at a distance, such as online) within fourteen calendar days of receipt of goods or conclusion of the service, without penalty and without stating a reason. For subscription services like Looka, this cooling-off period runs from the date your subscription becomes active, not from the date you sign up.
Furthermore, under the CPA, a supplier must not include unfair contract terms that cause a significant imbalance in the parties' rights and obligations. If Looka's cancellation process is deliberately obscured, or if the company charges you after you cancel, you can escalate the matter to the Ministry of Domestic Trade and Cost of Living (KPDNHEP), Malaysia's official consumer protection enforcement body.
Your legal position: You have the right to cancel any Looka subscription within 14 days of commencement without giving a reason, provided you have not downloaded design files or used the exported assets commercially. If Looka refuses your cancellation request or charges you again after you cancel, contact the KPDNHEP at [email protected] or call 1-800-88-5555 (toll-free) to lodge a formal complaint.
Looka's cancellation policy versus malaysian law
Looka states that you retain access to your Brand Kit until the end of the current payment cycle after you cancel, and you will not be charged again. However, Looka does not publish a transparent refund policy on its website, which creates ambiguity. If you cancel within 14 days of your subscription start date and have not downloaded files, you may qualify for a full refund under Malaysian consumer law, regardless of what Looka's own terms state. Consequently, never assume Looka's silence on refunds means you are not entitled to one.
Methods to cancel Looka depending on how you subscribed
Your cancellation method depends on whether you subscribed directly through Looka's website, through the Apple App Store, or through Google Play. Cancelling through the wrong channel is the most common reason people think they have cancelled when the subscription is still active and billing continues.
Cancellation via Looka website (direct web subscription)
If you signed up and paid directly on looka.com using your credit card, debit card, or other payment method, follow these steps to cancel your subscription through your account dashboard.
- Log in to your Looka account at looka.com using your registered email and password.
- Click the menu button (three horizontal lines) in the top right corner of the screen.
- Select Account from the dropdown menu that appears.
- Navigate to the Subscriptions section of your Account page.
- Locate your active Brand Kit or Brand Kit Web subscription.
- Read the renewal date and amount displayed next to your plan name.
- Confirm you are cancelling the correct subscription if you have multiple plans active.
- Click the Cancel button next to your subscription.
- Follow any confirmation prompts that appear on screen.
- Take a screenshot of the cancellation confirmation message for your records.
After you complete these steps, Looka will send a cancellation confirmation email to the address registered on your account. If you do not receive this email within two hours, your cancellation may not have gone through; log back in and repeat the process.
Cancellation via apple app store (iOS users)
If you subscribed to Looka through the Apple App Store on an iPhone or iPad, you must cancel through your Apple ID account settings, not through the Looka app itself. Cancelling only within the Looka app will not stop your subscription.
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top of the Settings menu.
- Select Subscriptions from the menu.
- Locate Looka in the list of active subscriptions.
- Tap Looka to view your subscription details.
- Confirm the renewal date and amount shown here.
- Tap Cancel Subscription at the bottom of the screen.
- Choose a reason for cancellation from the list provided (optional, but helpful for Apple).
- Confirm the cancellation on the final screen.
Apple will send a cancellation confirmation email to your Apple ID email address. Your Looka access will continue until the end of your current billing cycle, after which you will lose access to premium features.
Cancellation via google play (Android users)
If you subscribed through the Google Play Store on an Android device, you must manage your subscription through your Google Play account, not the Looka app.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select Manage subscriptions or Subscriptions and payments.
- Find and tap Looka in the list of active subscriptions.
- Review the next renewal date and amount.
- Take a screenshot for your records before proceeding.
- Tap Cancel subscription at the bottom of the screen.
- Follow the confirmation prompts to complete the cancellation.
Google Play will send a confirmation email to your Gmail account. Like the App Store, Google Play continues your access until the end of your current billing period after cancellation.
Essential steps to take before you cancel
Cancelling your subscription is straightforward, but missing a backup step can cost you access to important files or invoices later. Take these precautions now to protect yourself.
Download and save your design files
Before you cancel, download every logo file, brand kit asset, and design you may need in the future. Looka does not clearly specify how long it keeps your files after cancellation, so treat download now as a mandatory step. Access your Looka account, navigate to your projects or brand assets, and export each file in both high-resolution raster format (PNG or JPG) and vector format (SVG or EPS) if your needs warrant it.
Record your subscription and billing details
Take screenshots of your Account page showing your active plan name, renewal date, and billing amount. Save any invoices or payment receipts from your credit card statement, Apple, or Google account. These records protect you if Looka charges you after cancellation or if you need to dispute the charge with your bank or the KPDNHEP.
Note any refund-eligibility factors
Check whether you subscribed fewer than 14 days ago and whether you have downloaded or used your design files. If both conditions are true, you may qualify for a full refund under the Consumer Protection Act 1999. Document this information in a simple note for reference if you later need to request a refund.
What happens after cancellation and your refund options
Once you cancel, your subscription status changes, but your access and refund rights depend on when you cancel and what you have done with your files.
Timeline and access after cancellation
After you cancel, Looka allows you to continue accessing your Brand Kit until the end of your current payment cycle. For example, if your annual subscription renews on 15 January 2025 and you cancel on 10 January 2025, you retain access until 15 January 2025. On 16 January 2025, your premium features (logo revisions, high-resolution exports, brand asset access) become unavailable, and you return to free-tier restrictions.
You will not be charged again after you cancel, provided your cancellation goes through successfully. However, verify your bank or payment app two weeks after cancellation to confirm no unexpected charge appears.
Refund eligibility and how to request one
Malaysian consumer law entitles you to a refund if you cancel within 14 calendar days of your subscription becoming active and have not substantially used the service (specifically, have not downloaded design files for commercial use). If both conditions apply, Looka should refund you in full. If Looka refuses, contact the KPDNHEP to lodge a formal complaint.
If you cancel after 14 days, you do not automatically qualify for a refund under the CPA, but you may still request one if Looka failed to deliver promised features or misled you about the service. Email [email protected] and explain your situation clearly; support hours are 9 AM to 5 PM GMT-5, Monday to Sunday, which may correspond to early morning or late evening in Malaysia depending on the time of year.
| Cancellation scenario | Refund eligibility | Next step |
|---|---|---|
| Cancel within 14 days, no files downloaded | Full refund likely under CPA 1999 | Request refund from Looka support; escalate to KPDNHEP if refused |
| Cancel within 14 days, files downloaded but not used commercially | Partial refund possible (negotiable with Looka) | Request refund citing CPA cooling-off period; KPDNHEP support available |
| Cancel after 14 days, normal circumstances | No automatic refund | Request refund if service failed or misrepresented; escalate if needed |
| Charged again after cancellation | Full refund of duplicate charge required | Contact Looka immediately and dispute charge with your bank |
Common mistakes to avoid when cancelling Looka
Cancelling is simple when you know the pitfalls, and most problems stem from confusion rather than Looka's deliberate obstruction. Learn from others' mistakes so your cancellation goes smoothly.
Cancelling in the wrong place
The single most frequent error is cancelling within the Looka app or website account menu but forgetting that Apple App Store or Google Play subscriptions must be cancelled in their respective payment apps, not in Looka itself. Your Looka account may show "subscription inactive," but Apple or Google continues billing because they never received a cancellation instruction. Always verify your billing source first by checking your bank or payment app for where the charge originates.
Not saving design files before cancellation
Once your subscription ends and the access period elapses, Looka does not guarantee your draft files remain available indefinitely. If you relied on Looka to store your logos indefinitely without payment, you lose that access after cancellation. Download everything before you cancel; downloading after cancellation may be impossible or require re-subscribing to recover files.
Ignoring confirmation emails and not following up
Looka sends a cancellation confirmation email, but not all emails arrive immediately or to the inbox you expect. Check your spam or promotions folder if you do not see a confirmation within two hours. If no confirmation arrives, log back into your Looka account and verify your subscription still shows "active" or "cancelled" to ensure the process completed.
Waiting too long to cancel if seeking a refund
The 14-day refund window under the Consumer Protection Act 1999 runs from the date your subscription becomes active, not from the date you decide to cancel. If you miss this window, refund eligibility becomes discretionary and harder to enforce. If you are unsure about keeping the subscription, cancel early rather than late, and request a refund while you remain within the statutory period.
Checklist before and after cancellation
Use this checklist to ensure your cancellation is complete and your files are safe.
- Record the date and time you initiated cancellation.
- Take a screenshot of your Account page showing the active subscription before you cancel.
- Identify your subscription source: Looka website, Apple App Store, or Google Play.
- Complete the cancellation through the correct platform.
- Download and save all design files to your computer or cloud storage.
- Save invoices and payment receipts from your bank or payment app.
- Receive and screenshot the cancellation confirmation email from Looka (or Apple/Google, depending on your source).
- Wait two weeks and check your bank statement to confirm no unexpected charge appears.
- If a refund is due, send a written request to [email protected] within 14 days of subscription commencement, citing the Consumer Protection Act 1999.
- If Looka refuses the refund, file a complaint with the KPDNHEP at [email protected] or call 1-800-88-5555.
Customer reviews and common themes
Looka maintains a 4.5-star rating across most review platforms, with users praising its ease of use and AI-powered design suggestions. However, cancellation and refund disputes represent a recurring theme in lower-rated reviews.
Many Malaysian users report that they discovered Looka's full potential only after paying, realizing they could achieve their logo goal with a one-time export rather than an annual subscription. Others felt frustrated by support response times that fell outside Malaysian business hours, delaying resolution of billing problems. A minority of users reported being charged again after they believed they had cancelled, usually because they cancelled in the app but not in their underlying payment system (Apple, Google, or their bank's subscription manager).
Positive reviews highlight the quality of AI-generated logo options and the ownership rights to final designs, which many paid competitors restrict. Users also value unlimited revisions and the ability to regenerate logos if business priorities change mid-year.
Yafee helps you understand your cancellation rights
Cancelling a SaaS subscription should not require a law degree, yet the intersection of Looka's Canadian terms, Malaysian consumer law, and multi-platform payment systems creates real confusion. Yafee specializes in untangling these complexities and helping you enforce your rights as a Malaysian consumer. Whether you are cancelling Looka, disputing a charge, or filing a complaint with the KPDNHEP, Yafee has helped thousands of consumers cancel subscriptions correctly and recover refunds they are entitled to.
This guide grounds every step in the Consumer Protection Act 1999 and references the KPDNHEP as your enforcement route if Looka refuses to cooperate. By following the procedures outlined here, you protect your access to your design files, ensure your subscription does not renew without consent, and position yourself strongly if you need to claim a refund. Yafee remains committed to translating complex contract law into clear, actionable steps so you can cancel with confidence.
Contact information and escalation
If Looka does not respond to your cancellation or refund request, escalate through these official channels.
| Contact method | Details | Response time |
|---|---|---|
| Looka support (email) | [email protected] | 24-48 hours (outside Malaysia hours) |
| Looka support (web chat) | Blue chat button on looka.com; hours 9 AM-5 PM GMT-5 | Varies; may be several hours during off-peak times |
| Apple App Store subscriptions | reportaproblem.apple.com or Settings > iTunes & App Store > Account | 2-5 business days |
| Google Play subscriptions | support.google.com/googleplay or within Google Play app under Account > Manage subscriptions | 1-3 business days |
| Malaysian consumer authority (KPDNHEP) | [email protected] or 1-800-88-5555 (toll-free) | 5-10 business days for formal investigation |
| Your bank's dispute resolution team | Contact number on back of your card or online banking app | 10-30 days for charge reversal |
Yafee recognizes that consumer disputes often turn on precise timing and documentation. By acting within the 14-day window, maintaining screenshots and email records, and escalating to the KPDNHEP if necessary, you exercise the full force of Malaysian consumer law. Yafee exists to ensure that subscriptions like Looka remain fair, transparent, and genuinely voluntary, and we support every Malaysian consumer's right to cancel without fear of hidden charges or barriers.