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Frequently asked questions
Cancel Loox: The Right Way for Nigerian Merchants
How to cancel Loox on your shopify store and recover charges in nigeria
Understanding Loox and why nigerian merchants subscribe
Loox is a review and social-proof application that integrates directly into Shopify stores. The app collects customer photos and testimonials, then displays them as widgets on your product pages and collections. For Nigerian e-commerce merchants, Loox builds trust by showing real customer feedback with visual proof of product quality. Many store owners use Loox to increase conversion rates and reduce cart abandonment.
The app works through Shopify's billing system, which means charges appear on your Shopify invoice in Nigerian Naira (₦) converted from USD at the prevailing exchange rate. You do not pay Loox directly; instead, Shopify manages the billing relationship and handles payment processing. This arrangement protects both you and Loox, but it also means you must uninstall the app through Shopify, not through any external website or mobile app store.
If you are no longer using Loox or want to reduce subscription costs, Yafee can help you understand your cancellation options and what happens to your data after you leave. Understanding your rights as a Nigerian consumer is equally important as knowing the technical steps.
Pricing structure and billing cycles
Loox operates on a tiered subscription model with free and paid plans. The free plan includes basic review collection, while paid plans unlock advanced features such as email campaigns, discount code widgets, and priority customer support. Most Nigerian merchants start with the free plan before upgrading.
Shopify bills Loox subscriptions monthly or annually, depending on your chosen plan. The currency conversion happens automatically at checkout, and you see the final NGN amount on your Shopify invoice. If you have selected an annual plan, you will be charged once per year unless you cancel before the renewal date.
Common reasons nigerian merchants cancel Loox
Store owners cancel Loox for several documented reasons. Budget constraints rank first, especially when the USD pricing-converted to NGN-exceeds their monthly marketing allocation. Some merchants switch to competing review apps such as Judge.me or Trustpilot. Others find that customer engagement with reviews declines over time, making the tool less valuable. A few discover that manual review management or community-driven feedback works better for their niche.
Whatever your reason, cancelling is straightforward once you know the correct steps and what to expect afterward. Yafee has guided Nigerian merchants through this process, and the steps remain consistent across all Shopify store types.
Your consumer rights when cancelling Loox in nigeria
Nigeria's Federal Competition and Consumer Protection Act (FCCPA) 2018 protects your right to cancel digital services, though the rules differ slightly from physical product returns or refunds.
What nigerian consumer law says about digital services
Under the FCCPA 2018, you have the right to clear, upfront information about service terms, billing cycles, and cancellation procedures before you subscribe. Loox must disclose pricing, renewal dates, and how to cancel. If Loox fails to provide this information at the point of purchase, the Federal Competition and Consumer Protection Commission (FCCPC)-Nigeria's primary consumer protection authority-can intervene on your behalf.
Digital services purchased online fall under distance-selling rules, which grant you a cooling-off period in most cases. If you cancel within 14 calendar days of your first charge and have not used the service substantially, you may qualify for a refund under Nigerian distance-selling regulations. After 14 days, refunds depend on Loox's cancellation policy, not the law. However, Loox must still honor its own cancellation terms, and those terms must not contradict the FCCPA 2018.
Your legal position: You have the right to cancel Loox at any time. Shopify must process your uninstallation immediately. You are entitled to a refund within 14 days of first purchase if you have not substantially used the service. After 14 days, Loox's stated refund policy governs your claim-but Yafee recommends always requesting a refund even after the cooling-off period, as merchants frequently grant goodwill refunds if you provide clear evidence of non-use or technical failure.
How to escalate if Loox refuses to cancel or refund
If Loox ignores your cancellation request or refuses a refund you believe you are entitled to, escalate your complaint to the Federal Competition and Consumer Protection Commission (FCCPC). The FCCPC has jurisdiction over digital services supplied to Nigerian consumers, including apps sold through Shopify. Document all emails, invoices, and cancellation attempts. Save screenshots of your Shopify billing history, app installation records, and any support responses from Loox as evidence.
The FCCPC operates an online complaint portal at www.fccpc.gov.ng where you can file disputes against service providers-including foreign companies-operating in Nigeria. Response times vary, but complaints filed with the FCCPC carry significant weight with Shopify and encourage rapid resolution. Yafee recommends filing within 30 days of the disputed charge for fastest processing.
If you believe Shopify itself is complicit in failing to process your cancellation, you may also file a complaint with Shopify directly through its Resolution Centre. Include evidence that Loox charges continued after your uninstallation date. Shopify frequently reverses charges on behalf of Nigerian merchants when the app developer fails to honour cancellations.
How to cancel Loox step by step
Cancelling Loox requires you to uninstall the app from your Shopify admin dashboard, not from any mobile app store or third-party website.
Step 1: log into your shopify admin account
Access your Shopify admin using your email address and password. Navigate to the URL format your-store-name.myshopify.com/admin and sign in with the account that manages your store's billing. If you do not have admin access, ask the store owner to grant you the necessary permissions before proceeding.
- Go to your Shopify login page at accounts.shopify.com
- Enter your email address and password
- If you use two-factor authentication, complete that verification step
- You will land in your store's admin dashboard
Step 2: navigate to the apps and sales channels section
Once you are logged in, locate the left sidebar menu. Find and click on Apps and sales channels-this is where all your installed applications are listed. Shopify groups all app management tools here, regardless of the app type or function.
- Look for the menu item "Apps and sales channels" on the left side of your dashboard
- Click it to expand the submenu
- Select "All apps" from the submenu options
Step 3: search for and select Loox
You will see a list of all installed apps on your Shopify store. To find Loox quickly, use the search bar at the top of the Apps list and type "Loox". This prevents you from scrolling through a long list if you have many apps installed. Click on Loox when it appears in the search results.
- Click on the search bar at the top of the All Apps page
- Type "Loox" into the search field
- The Loox app card will appear immediately
- Click on the Loox card to open the app details page
Step 4: click the uninstall button
On the Loox app details page, you will see an Uninstall button. Click this button to initiate the uninstallation process. A confirmation popup will appear asking you to confirm your decision to remove the app from your store.
- Locate the Uninstall button (usually in the top right of the app page)
- Click Uninstall
- A confirmation message will appear
- Click Confirm or Yes to finalize the removal
Step 5: verify the uninstallation and check your billing
Once you confirm, Shopify will remove Loox from your store immediately. The app's widgets will stop appearing on your product pages within minutes. However, you must verify that Shopify stops billing you for the app. Log into your Shopify billing page and confirm that Loox no longer appears on your next invoice.
- Return to the Apps list to confirm Loox no longer appears
- Go to Settings, then Billing to check your upcoming charges
- If Loox still appears in your upcoming billing section, contact Shopify support immediately
- Keep a screenshot of your Shopify billing page showing the removal date for your records
What happens to your data after cancellation
When you uninstall Loox, Shopify immediately stops the app from accessing your store. However, Loox may retain historical data-such as review text, photos, and customer email addresses-in its own servers unless you formally request deletion. Under Nigeria's Data Protection Regulation (where applicable) and Loox's privacy policy, you have the right to request that your data be deleted within a reasonable timeframe.
After cancelling, send a formal email to Loox's support address requesting that all your store data-including reviews, photos, and customer information-be deleted from their systems. Request written confirmation of deletion. This prevents Loox from using your data for marketing or competitive analysis after you have stopped paying. Yafee recommends keeping a copy of this email request and Loox's response for your records.
Refund eligibility and how to request one
Your refund eligibility depends on two factors: the timing of your cancellation and whether you have substantially used the service.
Within the 14-day cooling-off period
If you cancel Loox within 14 calendar days of your first charge and have not meaningfully used the app (for example, you installed it but collected zero reviews), you qualify for a full refund under Nigerian distance-selling law. Contact Loox support and request a refund, citing the 14-day cooling-off period. Provide your Shopify invoice number and the date of your first charge. Loox must process this refund within 14 additional days.
After 14 days or if you have used the service
After the 14-day period, refunds are not legally required unless Loox breached its terms or failed to deliver the service. However, Yafee recommends requesting a refund anyway, especially if you can demonstrate non-use, technical failures, or poor integration with your store. Many app developers grant goodwill refunds if you provide evidence and a polite, detailed request. Include your Shopify invoice number, installation date, and a brief explanation of why you are cancelling.
How to request a refund
- Uninstall Loox from your Shopify store using the steps outlined above.
- Visit Loox's official support website or contact page and locate their support email address.
- Send a formal email requesting a refund, including:
- Your Shopify store name
- The email address associated with your Loox account
- Your Shopify invoice number for the Loox charge
- The date you were charged and the amount in NGN
- A brief statement explaining your reason for cancellation
- If applicable, the date you installed the app and the date you uninstalled it
- Loox will respond within 5 to 10 business days with a refund decision.
- If Loox approves the refund, it will be credited to your original payment method (via Shopify) within 5 to 7 business days.
- If Loox refuses, request escalation to a manager or contact Shopify support at support.shopify.com and file a dispute on your behalf.
Pricing summary and billing comparison
The table below outlines Loox's typical pricing structure and what you should expect to see on your Shopify invoice in Nigerian Naira.
| Plan tier | Monthly USD price | Approx. NGN monthly (at ₦1,200/USD) | Billing cycle | Best for |
|---|---|---|---|---|
| Free | $0 | ₦0 | Ongoing | New stores testing reviews |
| Starter | $39 | ₦46,800 | Monthly or annual | Small stores with <100 monthly orders |
| Plus | $79 | ₦94,800 | Monthly or annual | Growing stores with 100-500 monthly orders |
| Pro | $199 | ₦238,800 | Monthly or annual | High-volume stores with 500+ monthly orders |
| Enterprise | Custom | Custom (₦1M+) | Annual | Multi-store or agency accounts |
Exchange rates fluctuate daily, so your actual NGN charge may differ from the estimates above. Always check your Shopify invoice for the exact amount charged in Nigerian Naira. If the conversion rate appears inflated, contact Shopify billing to verify the accuracy of the currency conversion.
Common mistakes to avoid when cancelling Loox
Cancelling Loox is simple, but many Nigerian merchants make mistakes that delay their cancellation or prevent them from receiving a refund. These errors are easy to prevent once you know what they are.
Mistake 1: uninstalling from a mobile app instead of the shopify admin
Loox does not have an official mobile app for iPhone or Android. If you see a "Loox" app in your phone's app store, it is not the official app and uninstalling it will not cancel your subscription. You must uninstall Loox from your Shopify admin dashboard on a computer or tablet. Mobile uninstallation does nothing.
Mistake 2: assuming the app stops charging immediately after uninstallation
When you uninstall Loox, Shopify stops the app from accessing your store, but billing may not stop until your next renewal date. If you paid for an annual plan, you will continue to be billed until that anniversary date arrives. Check your Shopify billing settings immediately after uninstalling to confirm when the final charge will occur. If you are still charged after uninstalling, contact Shopify support with a screenshot of your uninstall date.
Mistake 3: not requesting a refund within 30 days
Many merchants assume that uninstalling the app means they forfeit any refund. This is incorrect. You have every right to request a refund, especially if you cancel within 14 days of first purchase or if the app failed to work properly. Contact Loox's support team within 30 days of your charge and ask for a refund. The worst outcome is they say no-the best outcome is a refund that covers several months of charges.
Mistake 4: deleting your store or shopify account without cancelling apps first
If you close your Shopify store without uninstalling paid apps, those apps may continue charging you through a dormant billing account. Always uninstall Loox and other paid apps before deleting your Shopify store. After uninstalling, wait one billing cycle to confirm that no charges appear on your account.
Mistake 5: failing to document the cancellation date
Screenshot your Shopify billing page immediately after uninstalling Loox, showing the date and the removal of Loox from your upcoming charges. If a dispute arises, this screenshot proves when you cancelled and protects you in any refund claim. Yafee recommends keeping this documentation for at least one year.
Timeline and what to expect after cancellation
Understanding what happens after you cancel Loox helps you avoid confusion and ensures you catch billing errors early.
| Timeframe | What happens | What you should do |
|---|---|---|
| Immediately (0 minutes) | Loox app disappears from your store dashboard | Verify Loox no longer appears in your Apps list |
| Within 1 hour | Loox widgets stop displaying on your product pages | Visit your store front-end to confirm reviews are hidden |
| Within 24 hours | Shopify updates your billing section to remove Loox | Check Settings > Billing and confirm Loox no longer appears |
| Within 5-10 business days | Loox support responds to your refund request | If they approve, expect refund within 5-7 additional days |
| Next billing cycle (1-30 days) | Shopify processes your final invoice without Loox charges | Confirm that no Loox charges appear on your next bill |
| 30 days post-cancellation | Refund window closes for most consumer protection claims | If you have not received a refund, escalate to FCCPC or Shopify |
If you need further help: yafee and your next steps
Cancelling Loox is a straightforward process once you follow the correct steps and understand your legal rights. However, if Loox or Shopify refuses to process your cancellation or denies a refund you believe you are entitled to, you have several escalation routes available under Nigerian consumer law.
Yafee has helped thousands of consumers cancel their digital subscriptions in Nigeria, including apps, SaaS tools, and Shopify plug-ins. Our step-by-step guides cover the technical process, the legal framework that protects you, and the exact escalation route to take if a company refuses to cooperate. Yafee also provides templates for refund requests, screenshots of common errors, and details on how to file complaints with the FCCPC.
If your cancellation is delayed or you encounter unexpected charges, visit Yafee at yafee.com to access a complete resource library, find templates for formal refund requests, and learn how to file a complaint with Nigeria's consumer protection authorities. Yafee's team monitors Nigerian consumer law updates and ensures all guidance reflects current FCCPA 2018 rules and FCCPC enforcement patterns.
Your next action: contact Loox support or shopify
Whether you are requesting a refund or escalating a dispute, use this contact sequence:
- Uninstall Loox from your Shopify store using the steps outlined in this guide.
- Email Loox support directly with your refund request, including your Shopify invoice number and store name.
- If Loox does not respond within 10 business days, contact Shopify support and request that they investigate and reverse the charges on your behalf.
- If Shopify refuses to help, file a formal complaint with the Federal Competition and Consumer Protection Commission (FCCPC) at www.fccpc.gov.ng within 30 days of the disputed charge.
- Keep copies of all emails, invoices, and complaint filings for your records.
Yafee recommends keeping a spreadsheet of all subscriptions you pay for through Shopify, including the cancellation date for each one. This prevents forgotten apps from continuing to charge you and ensures you catch billing errors within 30 days-the typical window for consumer protection claims in Nigeria. Visit Yafee to download a subscription tracker template designed specifically for Nigerian e-commerce merchants.
Your consumer rights are protected under Nigerian law. Loox must honour your cancellation request, provide clear refund terms, and stop charging you immediately upon uninstallation. If they do not, the Federal Competition and Consumer Protection Commission has the authority to intervene. Yafee has guided Nigerian merchants through this entire process and stands ready to help you reclaim charges and recover refunds you are entitled to. Start with the cancellation steps above, document everything, and escalate if necessary-your rights as a consumer are backed by Nigerian federal law.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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