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Frequently asked questions
Cancel Loom: The Right Way to Protect Your Money
How to cancel Loom in nigeria and keep your money flowing
What Loom is and why nigerians choose it
Loom is a video messaging and screen-recording platform that lets you capture, share, and comment on short videos directly from your browser or mobile device. Teams and individuals across Nigeria use Loom for tutorials, project updates, asynchronous feedback, and remote team communication without scheduling live calls.
The service appeals to Nigerian businesses because it works well across multiple time zones and does not demand high-bandwidth real-time connections. You record your screen or camera, generate a shareable link, and your colleagues watch and comment on their own schedule. This flexibility makes it especially valuable when managing unreliable internet or coordinating across distributed teams.
Where your Loom subscription actually lives
Your Loom account and billing depend entirely on where you purchased your subscription. If you signed up directly on Loom.com, you manage everything through your web dashboard. If you bought via Apple App Store or Google Play Store, your subscription lives in those platforms, not in Loom itself. This distinction matters enormously when you cancel-using the wrong method leaves your subscription active and your money flowing out.
At Yafee, we've observed thousands of Nigerian consumers accidentally leave subscriptions running because they deleted the app instead of cancelling the actual subscription. We'll walk you through each method so you avoid that costly trap.
Why you might cancel Loom
Cancelling makes sense if you've moved to a different tool, your team no longer needs asynchronous video messaging, your budget has tightened, or you're consolidating your software stack. Loom's free Starter tier includes unlimited recordings and basic sharing with a 5-minute maximum length, so downgrading is an option if you only need core features.
Loom pricing in nigeria and plan options
Understanding Loom's pricing structure helps you decide whether to cancel, downgrade, or maintain your subscription.
Current Loom plan tiers and costs
Loom publishes pricing in USD on their main website, and your actual charge in Nigerian Naira (NGN) depends on your payment method and current exchange rates at time of billing. The company does not publish localized Nigerian pricing officially, so you'll see charges converted to NGN when you check your billing statement.
| Plan | Best for | Key features |
|---|---|---|
| Starter (Free) | Solo users, light recording | Unlimited recordings, basic sharing, 5-minute max length |
| Standard | Small teams, regular use | Longer videos, comments, custom branding, up to 25 team members |
| Business | Teams and organisations | Advanced permissions, team management, analytics, unlimited team size |
| Enterprise | Large organisations with custom needs | Custom pricing, dedicated support, SSO, compliance tools |
When you should cancel Loom and when you shouldn't
Cancelling Loom is the right move in specific situations, and Yafee wants to help you decide clearly.
Strong reasons to cancel
Cancel if your team has switched to a competitor like Wistia, Vidyard, or built-in Slack video features that serve the same purpose. Cancel if your budget has contracted and you're cutting non-essential tools. Cancel if you signed up, rarely used it, and discovered you don't need screen recording in your workflow. Cancel if your team prefers live Zoom meetings or written documentation over asynchronous video.
Also cancel if Loom has raised prices significantly and the new cost no longer fits your budget. There is no shame in re-evaluating subscriptions as your situation changes. Cancel if you are consolidating vendors and replacing Loom with an all-in-one communication platform.
Reasons to keep your Loom subscription
Keep Loom if your team actively uses it for onboarding, customer support, or product feedback. Keep it if you record more than 5 videos per month and rely on custom branding or advanced commenting features. Keep it if your organisation has invested time in building a video library and knowledge base. Keep the subscription if you use Loom's integrations with tools like Slack, Jira, or Notion-removing it disrupts established workflows.
Consider downgrading to Starter instead of cancelling entirely. The free tier gives you unlimited recordings and basic sharing, which may satisfy your actual use case without the monthly charge.
Your consumer rights under nigerian law
Your cancellation rights are protected by law, and Yafee recommends you understand your position before you act.
The federal competition and consumer protection act 2018
Nigeria's Federal Competition and Consumer Protection Commission (FCCPC) enforces the Federal Competition and Consumer Protection Act 2018, which grants you the right to cancel digital services and receive a refund if the service fails to meet the standard of performance promised or if the charges are unfair or misleading. Under the Act, any subscription service must display its cancellation method clearly and must not use unfair contract terms that make cancellation deliberately difficult.
The Act also protects you against automatic renewal without explicit, informed consent. If Loom renewed your subscription without clear prior notification of the date and amount, you have grounds to request a refund-even if you failed to cancel manually.
Your legal position
You have the legal right to cancel Loom at any time. In accordance with the Federal Competition and Consumer Protection Act 2018, the cancellation method must be as easy as the purchase method. If Loom made you pay in 3 clicks, they must let you cancel in 3 clicks. You may request a refund for the current billing cycle if you cancel before the renewal date. If the company charged you after you submitted a cancellation request, escalate the complaint to the FCCPC (fccpc.gov.ng) and provide evidence of your cancellation attempt.
How to cancel Loom on each platform
The cancellation method depends on where you purchased your subscription; follow the steps for your specific platform.
Cancel Loom directly on loom.com
If you signed up directly on Loom.com and pay Loom directly, this is your cancellation path.
- Log in to your Loom account at loom.com using your email and password.
- Click your profile icon in the top right corner and select "Account settings" or "Billing".
- Locate the "Subscription" or "Plan" section in the left-hand menu.
- Click "View subscription" or "Manage plan".
- Scroll to the bottom and select "Cancel subscription" or "Downgrade to free".
- Loom will ask why you're leaving; select a reason (optional).
- Review the cancellation notice-Loom will confirm the date your subscription ends.
- Click "Confirm cancellation" or "Yes, cancel my plan".
- Check your email immediately for a cancellation confirmation from Loom.
Your subscription will end at the next billing date. You retain access to Loom until that date. Take screenshots of your confirmation email and the cancellation confirmation page from Loom.com; save these as proof for your records.
Cancel Loom via apple app store
If you purchased your Loom subscription through the Apple App Store on iPhone or iPad, Apple manages your subscription and billing, not Loom.
- Open the Apple App Store app on your iPhone or iPad.
- Tap your profile icon in the bottom right corner.
- Select "Subscriptions".
- Find "Loom" in the list of active subscriptions.
- Tap "Loom" to open the subscription details.
- Select "Cancel subscription" or "Edit subscription".
- Apple will display the cancellation date and ask you to confirm.
- Tap "Confirm" to finish.
Apple sends a cancellation confirmation to your registered Apple ID email address. Your subscription will remain active until the current billing cycle ends. Do not delete the Loom app-deletion does not cancel the subscription. Return to the App Store after 48 hours to verify that Loom no longer appears under active subscriptions.
Cancel Loom via google play store
If you purchased your Loom subscription through Google Play Store on an Android device, Google manages your subscription and billing, not Loom.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner and select "Payments and subscriptions".
- Choose "Subscriptions" from the menu.
- Find and tap "Loom" in your list of active subscriptions.
- Select "Cancel subscription".
- Google will ask you to confirm and display your cancellation date.
- Tap "Yes, cancel" to finalize the cancellation.
Google sends a confirmation email to your Gmail address. Your access continues until the current billing period ends. Do not uninstall the Loom app; uninstallation does not cancel the subscription. Log into Google Play after 48 hours to confirm that Loom no longer appears in your active subscriptions.
Cancel a Loom business or team subscription
If you manage a team or business subscription, the cancellation path is slightly different.
- Log in to your Loom account at loom.com as the billing administrator or account owner.
- Navigate to "Admin settings" or "Team settings" (visible only to account owners).
- Select "Subscription" or "Billing" from the admin menu.
- Locate your current plan and click "Manage subscription".
- Scroll to the bottom and select "Cancel subscription".
- Loom will display the impact on your team members-they will lose access on the cancellation date.
- Confirm the cancellation and save.
After cancellation, all team members lose access to paid features. Downloaded or exported videos will remain on your device, but cloud storage will no longer be available. Notify your team members of the cancellation date in advance so they can export any critical recordings.
How to request a refund from Loom
Cancelling your subscription does not automatically trigger a refund; you must request one if you believe you're entitled.
Eligibility for a refund
Loom typically does not offer refunds for unused portions of a billing cycle-most SaaS companies enforce a "no-refund" policy for subscriptions paid in advance. However, you have grounds to request a refund in these circumstances: (1) you cancelled within 14 days of purchase and the charge was made without clear consent; (2) you cancelled before your first renewal and the company charged you for a renewal without explicit notification; (3) the service failed to deliver its promised features or was unavailable for an extended period; (4) you were charged multiple times due to a billing error.
In accordance with the Federal Competition and Consumer Protection Act 2018, the FCCPC considers unfair contract terms that strip you of refund rights when the company promised performance it did not deliver. Document the reason for your refund request with screenshots and evidence.
Steps to request a refund
- Log into your Loom account and navigate to the subscription or billing section.
- Locate Loom's support contact email or use the in-app "Help" or "Contact support" option.
- Draft a clear, factual email to Loom support stating: (a) your full name and account email, (b) the date and amount of the charge, (c) the specific reason for your refund request, (d) the date you cancelled your subscription.
- Attach screenshots of your billing statement, cancellation confirmation, and any communication from Loom about the service failure or misleading charges.
- Send the email and request a read receipt or response within 7 days.
- If Loom denies your refund or does not respond within 14 days, escalate your complaint to the FCCPC at fccpc.gov.ng or file a complaint via their online portal.
Yafee advises you to keep every piece of evidence-screenshots, confirmation emails, billing statements, cancellation notices, and your refund request emails. The FCCPC requires documentation to investigate your complaint and compel the company to refund you.
What happens after you cancel Loom
Cancellation is not instant; understand what to expect in the days and weeks after you submit your cancellation request.
Immediate changes after cancellation
Your access to paid features-custom branding, advanced analytics, longer video limits, and team management tools-will end on your subscription's renewal date. You do not lose access immediately; you retain full functionality until the billing cycle closes. On the renewal date, Loom automatically downgrades your account to the free Starter plan.
Any videos you recorded remain in your account and are viewable in the free Starter plan (with a 5-minute length limit on new recordings). Team members you invited will still see existing recordings unless you delete them manually. Consider notifying your team of the change so they know when paid features will no longer be available.
Verify the cancellation after 48 hours
Log back into your Loom account 48 hours after cancellation to confirm the change took effect. Navigate to your account or billing settings and check that your plan now shows "Starter (Free)" or similar language. If you still see the paid plan active, contact Loom support immediately with your cancellation confirmation as evidence.
Monitor your next billing statement
Check your credit card, debit card, or bank statement for the next 1-2 billing cycles. Loom should not charge you after the cancellation date. If you see a charge post-cancellation, this is a billing error and grounds for a refund complaint to the FCCPC.
Common mistakes to avoid when cancelling Loom
Cancelling correctly is simpler than you think, and we want to help you sidestep the traps that catch many Nigerian consumers.
Deleting the app instead of cancelling the subscription
The single most common mistake is removing the Loom app from your phone or computer and assuming this cancels your subscription. It does not. Deleting the app removes only the software from your device; your subscription remains active in the App Store, Google Play, or Loom's billing system, and the company continues to charge you. Always cancel the subscription first, then delete the app.
Cancelling in the wrong location
If you bought on Google Play, you must cancel on Google Play-not in the Loom app or on Loom.com. If you bought on the Apple App Store, you must cancel on the App Store, not in the Loom app or on Loom.com. Cancelling in the wrong location leaves your subscription untouched and your money flowing. Match your purchase location to your cancellation location.
Assuming a downgrade is a cancellation
Downgrading from Standard to Starter is not the same as cancellation. When you downgrade, you retain a Starter subscription and lose access to paid features, but your account remains active. You will be charged zero naira for the Starter plan, but the subscription relationship persists. If you want to sever ties entirely, cancel all the way to zero subscriptions.
Ignoring the cancellation confirmation
After you submit a cancellation request, Loom sends a confirmation email within minutes. If you don't receive it, your cancellation may not have gone through. Check your email (including spam and promotions folders) within 30 minutes of cancellation. If no confirmation arrives, log back in and repeat the cancellation steps. Do not assume silence means success.
Cancelling too close to renewal
If your billing date is tomorrow and you cancel today, Loom may still process the renewal charge because the company's billing system runs overnight. To avoid a charge you don't want, cancel at least 3-5 days before your renewal date. Check your confirmation email for the exact cancellation and renewal dates so you know when your last charge will process.
What to use instead of Loom
If you are cancelling Loom because it no longer fits your workflow, Yafee recommends these alternatives for Nigerian teams and creators.
| Alternative | Best for | Pricing (approx.) | Free tier? |
|---|---|---|---|
| Wistia | Business video, analytics, branding | USD 99-599/month | Yes (limited) |
| Vidyard | Sales teams, personalised video | USD 50-100/month | Yes |
| Slack integrated clips | Team communication, no extra tool | Included in Slack subscription | Yes (Slack users) |
| Screen.so | Quick screen capture, sharing | Freemium | Yes |
| OBS Studio | Advanced recording, full control | Free, open-source | Yes |
| Zoom recordings | Meeting video, simple sharing | Included in Zoom plan | Yes |
Your cancellation checklist
Before you cancel, use this checklist to protect yourself and ensure you complete the process correctly.
- Identify where you purchased your subscription (Loom.com, Apple App Store, or Google Play).
- Log into your account and note your current plan name and next billing date.
- Take a screenshot of your subscription details and billing history.
- Follow the cancellation steps for your platform (Loom.com, App Store, or Google Play).
- Save your cancellation confirmation email and screenshot the confirmation page.
- Wait 48 hours, then log back in to verify your plan changed to Starter or "Free".
- Monitor your next 2 billing statements for any unexpected charges.
- If a charge appears after cancellation, gather evidence and contact Loom support within 48 hours of the charge.
- If Loom refuses to refund, file a complaint with the FCCPC at fccpc.gov.ng within 30 days of the unauthorised charge.
Contact information and escalation
If you encounter resistance when cancelling Loom, use these official channels to enforce your rights.
Loom support contact details
Loom's official support email is [email protected]. You may also use the in-app "Help" or "Contact support" option on loom.com. Include your account email, subscription plan, and cancellation request in a clear, factual email. Loom typically responds within 24-48 hours during Nigerian business hours (GMT+1).
Apple app store and google play support
If you cancelled on the App Store or Google Play and encounter a billing problem, contact Apple Support (support.apple.com) or Google Play support (support.google.com/googleplay) directly. Provide your subscription receipt and cancellation confirmation. Both platforms can force a refund if Loom's billing integration failed or if you were charged after cancellation.
Federal competition and consumer protection commission (FCCPC)
If Loom or the app store refuses your refund request, escalate to the FCCPC, Nigeria's consumer protection authority. Visit fccpc.gov.ng and file a formal complaint using their online portal. Attach your cancellation confirmation, refund request email, and evidence of the unauthorised charge. The FCCPC has the power to compel Loom to refund you and can issue a penalty if the company violated the Federal Competition and Consumer Protection Act 2018.
Your bank or payment provider
If Loom charged you after you cancelled and the company refuses to refund, contact your bank or payment provider (Interswitch, Flutterwave, Paystack, etc.) and request a chargeback or reversal. Provide your cancellation confirmation email and proof of the charge. Your bank can reverse the transaction and freeze Loom's merchant account if the company persistently breaches consumer protection law.
Summary
Cancelling Loom in Nigeria is straightforward when you follow the correct steps for your platform and know your legal rights under the Federal Competition and Consumer Protection Act 2018. Delete the app first and you'll waste time; cancel the subscription first and the app deletion is just cleanup. Match your purchase location to your cancellation location-Apple App Store subscriptions cancel on the App Store, Google Play subscriptions cancel on Google Play, and Loom.com subscriptions cancel on Loom.com.
Understand that cancellation does not refund the current billing cycle in most cases, but if you cancelled within 14 days of purchase without clear consent, or if Loom charged you after you cancelled, you have grounds to request a refund under Nigerian consumer law. Yafee has helped thousands of Nigerian consumers cancel subscriptions and recover unauthorised charges by knowing their rights and documenting every step. Save your confirmation emails, monitor your bank statements, and escalate to the FCCPC if the company refuses to honour your cancellation.
Your money is yours, and Loom has a legal duty to cancel promptly and clearly. If you face resistance, reach out to Yafee (yafee.com) or the FCCPC. Do not leave a subscription running out of fear or confusion-these steps protect you.