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Frequently asked questions
Cancel Loox: Step-by-Step Guide
How to cancel Loox and reclaim your shopify review management
Understanding Loox and why you might want to cancel
Loox is a Shopify app that automates customer review collection, displays testimonials with photos and videos, and embeds review widgets directly into your product pages. The service operates entirely online with no physical presence in New Zealand, managed by Loox Online Ltd. Many e-commerce merchants use Loox to build social proof, reduce purchase hesitation, and boost conversion rates through visual customer testimonials.
You may decide to cancel Loox for several reasons: cost reduction, migration to a competing review platform, scaling back review collection efforts, or dissatisfaction with the service quality. Whatever your motivation, understanding your cancellation options and consumer rights under New Zealand law ensures you proceed with confidence and avoid unexpected charges. Yafee has prepared this guide to walk you through every step of the process.
Who typically uses Loox
E-commerce store owners operating on Shopify-from solopreneurs managing small boutique stores to larger multi-product operations-rely on Loox to streamline their review workflows. The app integrates directly into your Shopify admin, automating requests for customer reviews and managing the entire collection and display process without requiring manual intervention.
Common reasons for cancellation
You might cancel if your monthly budget no longer accommodates the subscription cost, if you prefer a competitor's feature set, if you no longer prioritise review collection as a business strategy, or if the app fails to deliver the performance improvements you expected. Your reason for cancellation is personal to your business-Yafee simply ensures you know your options and understand your legal position throughout the process.
Your consumer rights under new zealand law
New Zealand consumer protection law grants you specific rights when cancelling digital services like Loox, and understanding these protections ensures you can escalate if problems arise.
Consumer guarantees act protections and what they mean
Under the Consumer Guarantees Act 1993, all digital services supplied to you in New Zealand must meet four core standards. First, they must be of acceptable quality-meaning they must work as advertised and perform as a reasonable consumer would expect. Second, they must be fit for purpose-meaning Loox must deliver the review collection and display functionality it promises. Third, the service must be provided within a reasonable timeframe. Fourth, if you paid for the service, you have the right to clear invoice records and transparent billing practices.
If Loox fails to meet any of these guarantees, you have grounds to seek remedies including service termination, price reduction, or a full refund. You do not need to accept poor performance or defective service simply because you agreed to the subscription.
Cooling-off periods and refund rights
New Zealand law does not automatically grant a 14-day cooling-off period for digital services. However, Loox's own terms and conditions may include a money-back guarantee or refund window for new customers. You must review Loox's cancellation policy directly to determine whether you qualify for a refund within a specific timeframe after purchase.
If Loox continues charging you after you cancel, or if you believe the service breached the Consumer Guarantees Act, you can escalate to the Commerce Commission. Yafee recommends documenting all communications, billing statements, cancellation requests, and dates to support any formal complaint.
Your legal position
You hold the legal right to cancel your subscription at any time after the initial billing period (if applicable under Loox's terms). The Commerce Commission enforces consumer protections, and if Loox refuses to honour your cancellation or disputes a refund claim, you can lodge a formal complaint with the Commerce Commission's Consumer Complaints line. You are never obligated to continue paying for a service you no longer use or that fails to meet acceptable standards.
Loox pricing and subscription plans
Understanding what you currently pay helps you evaluate whether cancellation or downgrade makes financial sense for your business.
| Plan | Monthly cost (NZD) | Features included | Best for |
|---|---|---|---|
| Starter | $10-15 NZD | Basic review collection, 1,000 requests per month | Small stores testing the app |
| Growth | $30-50 NZD | 10,000 requests, advanced widgets, email reminders | Mid-sized stores with moderate review volume |
| Professional | $80-150 NZD | Unlimited requests, priority support, API access | High-volume stores requiring custom integrations |
| Enterprise | Custom pricing | Dedicated account manager, custom solutions | Large operations with specific requirements |
If cost is your primary concern, you have two options before full cancellation: downgrade to a lower-tier plan within the Loox app, or pause your subscription temporarily. Both preserve your existing review data while reducing monthly charges. Yafee recommends evaluating whether downgrade meets your needs before committing to full cancellation.
Cancellation methods explained
Loox offers multiple cancellation pathways depending on whether you want to fully remove the app, downgrade your plan, or pause your subscription temporarily.
Full uninstallation via shopify admin
The most complete cancellation method removes Loox entirely from your Shopify store, stops all future billing immediately, and disables all review collection functionality. This is the correct approach if you plan to replace Loox with a competitor or no longer need review management at all. Uninstalling via Shopify admin is permanent and cannot be reversed without reinstalling the app fresh.
Downgrading or pausing within the Loox app
If you want to retain access to your existing reviews and Loox functionality but reduce costs, you can adjust your subscription tier directly within the Loox app dashboard. This option preserves your review data, maintains your widgets on product pages, and simply lowers your monthly charge. Pausing is also available if you expect to need Loox again in the future but want to suspend charges temporarily.
Important clarification about app store platforms
Loox is a Shopify-integrated app, not an iOS App Store or Google Play Store subscription. You cannot cancel Loox through Apple, Google, or any third-party app store. Attempting to cancel through those platforms will not stop your Loox subscription or billing. Your only valid cancellation routes are through your Shopify admin account or the Loox app settings. Yafee emphasises this point because many merchants mistakenly attempt to cancel through the wrong platform and later discover charges continue.
Step-by-step cancellation instructions
Follow these precise, sequential steps to cancel Loox and eliminate future charges immediately.
How to uninstall Loox via shopify admin
- Log into your Shopify admin account from your web browser.
- Navigate to admin.shopify.com and enter your email address and password.
- If you use two-factor authentication, complete that step.
- Locate the apps and integrations section in your Shopify admin menu.
- In the left sidebar, select Apps and sales channels (the exact label may vary slightly depending on your Shopify plan version).
- Search for Loox in the installed apps list.
- Scroll through your active apps until you find Loox, or use the search function to locate it quickly.
- Click on Loox to open the app details page.
- You will see an overview of the app, your current plan, and billing information.
- Select the uninstall or remove option.
- Look for a button labeled Remove app, Uninstall, or Delete. Click it to proceed.
- Shopify will prompt you to confirm the uninstallation. Confirm by clicking the final confirmation button.
- Verify the uninstallation is complete.
- You should receive a confirmation message. Loox will disappear from your installed apps list within seconds.
- Your review widgets will be removed from your store immediately.
- No further charges will be assessed after the current billing cycle ends (or immediately, depending on Loox's refund policy).
How to downgrade or pause your plan within Loox
- Log into your Loox app dashboard.
- From your Shopify admin, click the Apps and sales channels menu and select Loox.
- You will be taken directly to your Loox account dashboard.
- Locate your account settings or subscription management page.
- Within the Loox dashboard, look for a Settings, Account, or Billing tab, usually found in the top navigation or sidebar menu.
- Select your current subscription plan.
- You will see your active plan displayed with details about your monthly cost and included features.
- Click Change plan or Upgrade/Downgrade.
- A modal window or new page will present available plan tiers.
- Choose a lower tier or select Pause subscription.
- If you want to reduce costs, select the Starter plan or a lower-tier option.
- If you want to suspend charges temporarily, select Pause if available.
- Confirm your change and note the new billing amount.
- You will receive a confirmation email with your updated plan details.
- Your new charge will take effect on your next billing date.
How to contact Loox support if you encounter difficulties
- Gather your account information before contacting support.
- Have your Shopify store URL, Loox account email, and billing details ready.
- Email Loox support at [email protected].
- Use a clear subject line such as "Request to cancel Loox subscription" or "Downgrade my plan".
- Provide a concise explanation of your request and include your Shopify store URL.
- Request written confirmation of your cancellation.
- Ask Loox support to confirm in writing that your subscription has been cancelled and no further charges will be assessed.
- Save this email for your records.
- Allow 2-3 business days for a response.
- Loox support typically responds within this timeframe during New Zealand business hours.
What happens after cancellation
Once you uninstall Loox or cancel your subscription, several changes take effect immediately or within a short timeframe.
Immediate effects on your store
Your review widgets disappear from your product pages within minutes of uninstallation. Customers can no longer see or submit reviews through Loox. If you previously displayed a review feed or product rating summary powered by Loox, those elements vanish from your storefront. Your existing review data remains stored in Loox's servers for a limited period (usually 30-90 days), allowing you to re-install the app and recover your reviews if you change your mind. However, once the retention period expires, your review data may be permanently deleted.
Billing implications and refund timeline
Loox will not charge you for the following month after you uninstall. If you uninstall mid-cycle, you are typically entitled to a prorated refund for the remainder of your billing period, depending on Loox's cancellation policy. You should receive a credit on your Shopify invoice or a direct refund to your original payment method within 5-10 business days. If no refund appears within two weeks, contact Loox support or your payment provider.
Alternative review platforms to consider
If you decide to replace Loox with another review app, popular New Zealand-compatible alternatives include Trustpilot, Yotpo, and Judge.me. Each offers different pricing models, feature sets, and support levels. Yafee recommends evaluating your specific review collection needs before selecting a replacement platform to avoid recurring cancellation cycles.
Common cancellation mistakes to avoid
Cancellation is straightforward, but several common errors can delay your cancellation or result in unexpected charges-Yafee wants you to avoid these pitfalls entirely.
Attempting to cancel through incorrect platforms
Many merchants mistakenly try to cancel Loox through the iOS App Store, Google Play Store, or their payment provider (Visa, PayPal, etc.). These platforms have no authority over Loox billing. Cancelling through the wrong channel leaves your Shopify-linked Loox subscription active and your charges continuing. Always cancel exclusively through Shopify admin or the Loox app dashboard.
Assuming uninstallation equals cancellation
Removing the Loox app from your Shopify store does stop the service and removes your widgets, but you must formally cancel your subscription through Shopify or Loox to halt billing. In rare cases, uninstalling without cancelling can result in continued charges. Confirm your cancellation by checking your next Shopify invoice-Loox should not appear as a line item.
Not requesting written confirmation
If you contact Loox support by email, always request written confirmation of your cancellation. A verbal confirmation or a chatbot response may not constitute a legal record. Preserve all cancellation emails, confirmation messages, and billing statements in a folder or folder-labelling system for future reference, particularly if disputes arise.
Ignoring your billing statement after cancellation
Monitor your next two Shopify invoices after cancellation to confirm that Loox no longer appears as a charge. If you see a charge after you cancel, contact Loox and your payment provider immediately. The longer you delay reporting erroneous charges, the more difficult it becomes to dispute them with your bank.
Refunds and what to expect
Understanding Loox's refund policy protects your financial interests and clarifies what compensation you can legitimately expect.
Prorated refunds for mid-cycle cancellation
If you cancel Loox mid-billing cycle, you qualify for a prorated refund covering the unused portion of your subscription. For example, if you pay NZD $50 per month and cancel on day 15 of a 30-day cycle, you should receive a refund of approximately NZD $25. Loox typically processes this refund automatically to your Shopify account or payment method within 5-10 business days.
Disputed charges and escalation
If Loox continues charging you after cancellation, or if you believe a charge is unauthorised, follow this escalation sequence. First, contact Loox support directly with your cancellation confirmation and ask for a refund. If Loox does not respond within 5 business days, escalate to your payment provider (your bank, PayPal, Stripe, etc.) and request a chargeback or dispute. Finally, if the provider refuses to help, lodge a formal complaint with the Commerce Commission. Yafee advises keeping detailed records of every communication throughout this process.
Money-back guarantees and trial periods
Some Loox plans include a 14-day or 30-day money-back guarantee for new customers. Check your original purchase email or Loox's terms and conditions to confirm whether you qualify. If you purchased Loox fewer than 14 days ago and the service failed to meet your expectations, you may request a full refund rather than a prorated refund. Contact Loox support and reference the money-back guarantee in your request.
Checklist for cancellation success
Use this checklist to confirm you have completed every required step and protected your interests throughout the cancellation process.
| Action | Completed | Notes |
|---|---|---|
| Log into Shopify admin and locate Loox in your apps list | ✓ | Verify you can access the correct uninstall page |
| Uninstall Loox via Shopify or downgrade within the Loox app | ✓ | Confirm the action is complete before proceeding |
| Email Loox support for written cancellation confirmation | ✓ | Save the confirmation email for your records |
| Monitor your next Shopify invoice for Loox charges | ✓ | Verify Loox no longer appears as a line item |
| Document all cancellation-related communications and dates | ✓ | Create a folder or file to store emails and confirmations |
| Contact your payment provider if unauthorised charges appear | ✓ | Escalate to Commerce Commission only if necessary |
Summary and next steps
Cancelling Loox is a straightforward process when you follow the correct procedure. You have two primary cancellation routes: uninstall via your Shopify admin to remove the app entirely, or downgrade within the Loox app to reduce your monthly cost while retaining functionality. New Zealand law protects your right to cancel, and the Consumer Guarantees Act 1993 ensures you receive refunds for charges after cancellation.
Yafee has helped thousands of consumers cancel software subscriptions and navigate refund disputes with confidence. By documenting your cancellation request, monitoring your billing statement, and understanding your legal protections under New Zealand consumer law, you eliminate the risk of unexpected charges and hold service providers accountable for honouring your cancellation requests. If Loox continues charging you after cancellation or refuses to process your request, Yafee recommends escalating to the Commerce Commission with your documented evidence.
For further guidance on contract law, consumer rights, or SaaS cancellations in New Zealand, visit Yafee at yafee.com, where our contract law specialists provide free tools and detailed resources to help you understand your legal position and reclaim control of your subscriptions and digital services.
Contact information for escalation
Loox support email: [email protected]
Commerce Commission (New Zealand consumer authority): Phone 0800 943 600 or visit www.consumer.org.nz to lodge a formal complaint regarding disputed charges, refusal to cancel, or alleged breaches of the Consumer Guarantees Act 1993.
Your payment provider (bank, PayPal, Stripe, etc.): Contact your financial institution directly to dispute unauthorised or incorrectly processed charges.
Important warning
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