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Frequently asked questions
Cancel Looka: Step-by-Step Guide
How to cancel your Looka subscription in new zealand
What Looka is and why you might want to cancel
Looka is an artificial intelligence-powered logo and brand design platform that helps individuals and small businesses create professional logos, brand kits and basic websites without hiring a professional designer. The service operates on two distinct models: one-time logo purchases and recurring subscription plans for ongoing access to brand assets and templates.
You may decide to cancel for legitimate reasons. Perhaps you have completed your branding project, discovered you prefer working with a human designer, realised the subscription cost no longer aligns with your budget, or found that the platform does not meet your creative needs. Yafee exists to help you understand your cancellation options and exercise your consumer rights under New Zealand law with confidence and clarity.
How Looka operates
Looka delivers logo packages and brand kits as digital files immediately after purchase, in formats including PNG, SVG, EPS and PDF. If you subscribe to their Brand Kit plan, you gain access to editable templates, colour variations and optional website builder tools depending on your plan tier. Looka charges in United States dollars, which means New Zealand customers will incur currency conversion fees applied by their bank or payment processor at the time of billing.
When cancellation makes sense for your business
You should cancel your subscription if the service no longer delivers measurable value, you have already downloaded all the assets you need, your business priorities have shifted, or you have chosen an alternative branding solution. Stopping charges now prevents them accumulating over months you will not use the service. Yafee recommends reviewing your subscription quarterly to ensure every dollar you spend actively supports your business objectives.
Your consumer rights under new zealand law
The Consumer Guarantees Act 1993 protects you when you purchase goods and services in New Zealand, regardless of whether the supplier is based overseas.
What the consumer guarantees act guarantees
Under the Consumer Guarantees Act 1993, services like Looka must be performed with reasonable care and skill, be fit for the purpose for which you purchased them, and be delivered within a reasonable timeframe. If Looka fails to deliver files, provide access to your account, operates in a misleading way regarding features or pricing, or breaches its obligations, you have grounds to request a refund, repair or remedy. The Consumer Guarantees Act applies regardless of what Looka's own terms and conditions state, because statutory consumer rights cannot be contracted away in New Zealand.
Your legal position
You have the right to cancel your subscription at any time. If Looka's terms state they require a notice period, but you have not received genuine service for a full billing cycle, or the service fails to meet the standards required by the Consumer Guarantees Act 1993, you may be entitled to a refund even if their terms suggest otherwise. This is because consumer legislation takes precedence over commercial terms.
What to do if Looka refuses to cancel or refund
If Looka ignores your cancellation request, declines a refund you believe you are entitled to, or fails to respond within 20 working days, contact the Commerce Commission. You can lodge a formal complaint at www.consumerprotection.govt.nz or telephone them directly on 0800 943 600. Yafee advises documenting every communication you have with Looka, including timestamps, email addresses, live chat transcripts and responses, so you have evidence if escalation becomes necessary.
How to cancel Looka: step-by-step methods
Cancellation works differently depending on whether you subscribed directly through Looka's website or via Apple App Store or Google Play Store, and the method you choose determines how quickly your cancellation takes effect.
Cancel directly via the Looka website
This is the fastest and most direct way to stop your subscription if you signed up on Looka's own platform.
- Visit looka.com and log in to your account using your email address and password.
- If you have forgotten your password, click the "Forgot password" link on the login screen and follow the email reset instructions.
- Navigate to your Account settings, then select the Subscriptions or Billing tab.
- You will see all active subscriptions and their renewal dates listed in this section.
- Find your Brand Kit subscription and locate the Cancel Subscription button next to it.
- Click or tap Cancel Subscription immediately.
- Looka will ask you to confirm your cancellation and may offer a discount code to keep you subscribed. You can ignore this offer and proceed with cancellation.
- Click the final confirmation button to complete the cancellation request.
- Check your email immediately for a cancellation confirmation from Looka.
- Save this email as proof of cancellation in case you need to dispute a future charge.
- Verify that no charge appears on your next billing date.
- If a charge does appear, contact Looka's support team at [email protected] with your cancellation confirmation and ask for an immediate refund of the unauthorised charge.
Cancel via apple app store subscription settings
If you subscribed to Looka through Apple's App Store on an iPhone or iPad, you must cancel through Apple's system, not through the Looka app itself.
- Open the Apple App Store app on your iPhone, iPad or iPod Touch.
- Tap the profile icon in the top right corner of the screen.
- Select Subscriptions from the menu that appears.
- You will see all your active subscriptions listed here.
- Tap Looka from the list of subscriptions.
- If Looka does not appear, your subscription may already be cancelled or expired.
- Tap Cancel Subscription or Turn Off.
- You may see a confirmation screen offering a discount. Proceed without accepting the discount.
- Confirm your cancellation by tapping the final confirmation button.
- Your subscription will end at the end of your current billing cycle, not immediately.
- Check your email for confirmation that Apple has processed your cancellation request.
- Apple may take 1 to 3 business days to send a confirmation email.
Cancel via google play store subscription settings
If you subscribed to Looka through Google Play Store on an Android device, you must cancel through Google's system to stop future charges.
- Open the Google Play Store app on your Android phone or tablet.
- Tap your profile icon in the top right corner.
- Select Payments and subscriptions from the menu.
- Then tap Subscriptions.
- Tap Looka from the list of active subscriptions.
- If you do not see Looka, your subscription may already be cancelled.
- Tap Cancel subscription.
- Google will ask you to select a reason for cancellation. This is optional, but providing feedback helps Google monitor service quality.
- Follow the on-screen prompts to confirm your cancellation.
- Your subscription will end at the end of your current billing cycle.
- Check your email for a cancellation confirmation from Google.
- Save this confirmation for your records.
Cancel by contacting looka's support team
If you cannot cancel through the methods above, or if your cancellation request is not processed, contact Looka's support team directly via email or live chat.
- Email [email protected] with the subject line "Subscription Cancellation Request".
- Include your account email address and the subscription plan you wish to cancel.
- State clearly that you wish to cancel your subscription effective immediately.
- Do not ask for a refund at this stage; focus on cancelling first.
- Ask Looka to confirm cancellation in writing and provide the date your cancellation takes effect.
- Request that they confirm no further charges will be applied to your payment method.
- Check your email for a response from Looka within 3 to 5 business days.
- If you do not receive a response, send a follow-up email marked "URGENT".
- Save all email correspondence as evidence of your cancellation request.
- This is essential if you need to escalate the matter to the Commerce Commission.
Pricing overview and subscription plans
Understanding Looka's pricing structure helps you calculate whether cancellation will save you money and what refund you might expect.
| Plan | Billing cycle | Approximate NZD cost (converted from USD) | What you get |
|---|---|---|---|
| One-time logo purchase | One-off payment | $30-$150 NZD | Logo files in multiple formats |
| Brand Kit monthly | Monthly | $15-$30 NZD per month | Editable templates, colour variations, website builder access |
| Brand Kit annual | Annual | $120-$240 NZD per year | All Brand Kit features at a discounted rate |
| Premium add-ons | One-off | $10-$50 NZD | Extended licensing, commercial use rights |
Currency conversion rates fluctuate daily. Looka charges in USD, so your New Zealand bank will convert the amount at its prevailing exchange rate, which may differ from the advertised USD price. Check your bank statement for the exact NZD amount you were charged.
Refunds and what to expect after cancellation
Cancelling your subscription stops future charges, but whether you receive a refund for charges already paid depends on several factors.
When you qualify for a refund
You may qualify for a refund in the following circumstances: you cancelled within 14 days of first purchase and have not materially used the service; Looka failed to deliver the service as described or advertised; you paid for a full year's subscription and cancelled early due to a fault in the service; or you can demonstrate that Looka charged you without your consent. Under the Consumer Guarantees Act 1993, if Looka's service does not meet the required standard of care, you have grounds for a full or partial refund.
When Looka is unlikely to refund you
Looka is unlikely to refund you if you simply changed your mind after downloading all your files, you cancelled after the initial 14-day period and the service performed as described, or you paid for a subscription and used it for several months before cancelling. If you subscribed via Apple or Google, refund requests must be directed to Apple or Google, not to Looka, as they process the payment and hold the funds.
How to request a refund from Looka
If you believe you qualify for a refund, email [email protected] within 14 days of the charge you wish to dispute. Include your account email, the transaction date, the amount charged in NZD, and a clear explanation of why you believe the refund is justified. Reference the Consumer Guarantees Act 1993 if Looka's service failed to perform with reasonable care and skill. Looka's support team must respond within 20 working days under New Zealand consumer law.
How to request a refund from apple or google
If you subscribed via Apple App Store, visit reportaproblem.apple.com, log in with your Apple ID, find the Looka charge you wish to dispute, and select "Report a problem". Select the reason for your refund request and submit. Apple will review your claim within 3 to 5 business days. If you subscribed via Google Play, open the Google Play app, go to your account, select Order history, find the Looka charge, tap the three-dot menu next to it, select "Request refund", choose your reason and submit. Google will respond within 3 to 5 business days.
After your cancellation takes effect
Once your subscription is cancelled, you will lose access to any features locked behind the subscription paywall, such as the website builder and certain template libraries. However, any logos or brand kits you have already downloaded will remain your property and you can continue to use them. Looka may retain your account data for 30 to 90 days before permanently deleting it; if you wish your data deleted sooner, email [email protected] and request permanent account deletion. Yafee recommends downloading all your files and exporting any brand guidelines before cancellation, as your access to cloud storage may be limited after your subscription ends.
Common mistakes to avoid when cancelling
Cancelling a subscription seems straightforward, but consumers often make preventable errors that delay the process or leave them vulnerable to unexpected charges.
Not checking your bank or card statement after cancellation
After you cancel, monitor your bank account or credit card statement for the next two billing cycles. If a charge appears after your cancellation confirmation date, contact Looka immediately and ask for a refund of the unauthorised charge. Keep your cancellation confirmation email as proof that you cancelled before the charge was applied. If Looka refuses to refund, escalate to the Commerce Commission with your bank statement and cancellation confirmation as evidence.
Cancelling through the wrong platform
If you subscribed via Apple or Google, cancelling directly through the Looka website will not stop charges from Apple or Google. You must cancel through the platform where you subscribed. Conversely, if you signed up on Looka's website, cancelling through Apple or Google will not work. Check your first invoice to confirm which platform processed your payment, then cancel through that platform only.
Not saving your cancellation confirmation
Always save the cancellation confirmation email or screenshot. If Looka charges you after cancellation and claims you never cancelled, your confirmation is your only proof. Without it, disputing the charge becomes significantly harder and you may not recover the money. Yafee advises saving cancellations to a dedicated folder on your computer or cloud storage for future reference.
Accepting a discount offer instead of proceeding with cancellation
When you click Cancel, Looka will often present a discount or special offer to keep you subscribed. If you do not intend to use the service, do not accept the offer. Accepting a discount reactivates your subscription and commits you to further charges. Proceed with cancellation without accepting any retention offer.
Trying to cancel by phone or post
Looka does not list a phone number or postal address for cancellations. Attempting to cancel by phone will not reach Looka's billing team. Email [email protected] is your primary cancellation method if the website portal does not work. Do not assume that silence means cancellation; always wait for written confirmation before considering your cancellation complete.
Comparison with alternative logo and branding services
If you are considering cancelling Looka, understanding how it compares to alternative platforms may help you decide whether to cancel or switch to another service.
| Service | Pricing model | Cancellation ease | Refund policy | Best for |
|---|---|---|---|---|
| Looka | Monthly or annual subscription (USD) | Online portal or email | 14-day window if unused | Ongoing brand asset access |
| Canva | Free tier or monthly subscription (USD) | Account settings menu | 14 days if unused | General design and templates |
| Adobe Express | Monthly subscription (USD) | Account settings | 14 days if unused | Professional brand design |
| Fiverr Logo Design | Per-project cost (one-off) | Not applicable (no subscription) | Dispute resolution via Fiverr | Custom human-designed logos |
| Local designer | Project-based quote | Not applicable (contract-based) | Depends on contract terms | Bespoke branding and consultation |
Contact Looka for support or escalation
If your cancellation request is not processed, you receive an unexpected charge, or Looka refuses to respond to your emails, use the following contact methods to escalate your complaint.
Email support: [email protected] - Email your cancellation request or refund claim here. Looka must respond within 20 working days under New Zealand consumer law. Include your account email, subscription details, and a clear statement of what you are requesting.
Live chat: Looka's website may display a live chat widget during business hours. Use this to request immediate assistance or obtain documentation of your cancellation request.
Commerce Commission escalation: If Looka does not respond within 20 working days or refuses your cancellation request without valid reason, lodge a formal complaint with the Commerce Commission at www.consumerprotection.govt.nz or call 0800 943 600. The Commerce Commission is New Zealand's peak consumer enforcement body and can compel businesses to comply with consumer law.
Your payment provider: If Looka continues charging after you have cancelled, contact your bank or credit card provider and request a chargeback or dispute. Provide your cancellation confirmation email as evidence. Your bank has an obligation to investigate the dispute and may reverse the charge on your behalf.
Summary: your path to a successful cancellation
Cancelling your Looka subscription is a straightforward process if you follow the correct method for your subscription platform. Log into your account or app, locate your subscription settings, click Cancel, and save your confirmation email. If Looka charges you after you have cancelled, contact them within 14 days and request a refund. If they refuse, the Commerce Commission has the power to investigate and compel compliance with New Zealand consumer law.
Yafee has helped thousands of consumers cancel unwanted subscriptions, understand their consumer rights under the Consumer Guarantees Act 1993, and recover refunds for unauthorised charges. If you need step-by-step guidance to cancel your Looka subscription, dispute a charge, or escalate a complaint to the Commerce Commission, Yafee provides plain-language instructions grounded in New Zealand law. Visit yafee.com today to access cancellation guides for Looka and hundreds of other services, so you take control of your subscriptions and protect your consumer rights with confidence.