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Frequently asked questions
Cancel Loom: The Right Way to Keep Your Videos
How to cancel Loom and protect your videos without unexpected charges
What Loom is and why cancellation matters
Loom is a cloud-based video messaging platform that lets you record your screen, camera, or both, then share videos through a simple link. Remote teams, sales professionals, educators, and support staff use Loom to replace lengthy email threads with quick video walkthroughs. The service operates on a freemium model, meaning you can use Loom free indefinitely or upgrade to paid plans with expanded features and higher recording limits.
Understanding Loom's structure helps you make an informed cancellation decision. The service stores your videos in the cloud, which means cancelling your account does not automatically delete your recordings. You retain access to your video library even after you downgrade to the free tier or stop paying. This is crucial: before you cancel, confirm whether Loom's paid features justify the monthly cost against your actual usage patterns.
Loom's pricing structure in philippine pesos
Loom charges in Philippine Pesos across three subscription tiers. The Starter plan costs ₱0.00 per month and includes 25 videos with a 5-minute recording limit per clip. This plan suits users who record short demos occasionally. The Business plan costs ₱1,080.00 per month and removes recording limits, allows unlimited videos, and adds branding removal and basic editing tools. Business + AI costs ₱1,296.00 per month and includes automated video enhancement, advanced editing, video-to-text transcription, and meeting recap generation.
Loom offers a 14-day free trial for the Business + AI plan. If you do not continue your subscription after the trial expires, your account automatically downgrades to the free Starter plan with no charge applied. This differs from many subscription services that continue billing you automatically if you ignore renewal notices.
| Plan | Monthly cost (PHP) | Videos allowed | Recording limit | Best for |
|---|---|---|---|---|
| Starter | ₱0.00 | 25 | 5 minutes per video | Casual users, occasional demos |
| Business | ₱1,080.00 | Unlimited | Unlimited | Teams recording daily walkthroughs |
| Business + AI | ₱1,296.00 | Unlimited | Unlimited + AI tools | Teams needing transcription and editing |
Should you downgrade or cancel Loom?
Before you cancel, assess whether Loom's paid features justify your monthly spend. If you record fewer than three videos per week or do not need unlimited recording time, the free Starter plan covers your needs. If you pay ₱1,080.00 or more monthly but use Loom only once a month, cancellation makes financial sense. If your team records daily onboarding videos, customer demos, or async updates, the unlimited recording cap typically justifies the Business plan cost.
Review your last three months of video activity before deciding to downgrade. Yafee recommends comparing your actual usage against the plan features you are paying for. If your requirements have shrunk, switching to Starter (free) rather than cancelling entirely preserves your video library and avoids future reactivation friction.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) establishes your right to cancel subscription services without penalty. Loom must honour your cancellation request, must not require you to provide reasons for cancellation, and must not make the cancellation process deliberately difficult to navigate.
Your legal position is clear: once you submit a valid cancellation request, Loom must stop charging you on your next billing cycle. If Loom continues billing you after your cancellation date, you have grounds to dispute the charge with your bank or payment provider under Philippine consumer protection law. You are entitled to a refund for all charges incurred after your cancellation request was confirmed.
If Loom does not respond to your cancellation request within 30 days, or if they refuse to refund charges made after your cancellation date, you can escalate your complaint to the National Bureau of Investigation (NBI) Consumer Protection Division or the Department of Trade and Industry (DTI). Keep screenshots of your cancellation confirmation as proof of your request date and time.
How to cancel Loom step by step
Prepare your account before you cancel
Cancellation feels simple, but timing mistakes can result in unwanted charges. Protect yourself by preparing your account first. Open your Loom workspace and navigate to your video library. Download or back up any videos you need to keep outside Loom's ecosystem. This step takes 15 to 30 minutes depending on your video count, but prevents data loss after cancellation.
Check your current billing date by opening your account settings. This tells you when your next charge is due. If your next billing date is within 7 days, consider waiting until after that date to cancel, because cancellation submitted before a charge date typically stops that charge. Yafee advises taking a screenshot of your billing cycle information before proceeding.
Submit your cancellation request through your account settings
Log into your Loom account using your email address and password. Navigate to your profile or account settings. Look for a "Subscription," "Billing," or "Plan" section. Click the option to "Downgrade," "Cancel," or "Manage Subscription." Loom will ask you to confirm your cancellation and may offer a discounted renewal as an incentive. Ignore this offer and proceed with cancellation.
Select "Confirm cancellation" or "End subscription." Do not close the page until you see a confirmation message. Loom will send a confirmation email to your registered address within minutes. If you do not receive this email within 2 hours, log back into your account and verify that the cancellation was processed.
Save your cancellation confirmation email
Loom's confirmation email contains a cancellation date and confirmation number. Download this email as a PDF or take a screenshot. This document proves you cancelled within the legal timeframe and protects you if Loom charges you again by mistake. Store this file in a secure location such as your email archive, cloud storage, or a dedicated billing folder on your computer.
Reply to Loom's confirmation email with the words "Cancellation confirmed" to create a second record of your cancellation request. This creates an email thread that timestamps your cancellation across two messages. Yafee recommends this step because it strengthens your position if you need to dispute a charge with your bank or file a complaint with the DTI.
Verify your cancellation on your next billing date
Mark your next billing date on your calendar. Log into your Loom account on that date and confirm that no charge has been applied. If you paid by credit card or debit card, check your bank statement within 3 to 5 business days to verify that Loom did not process a payment. If a charge appears after your cancellation date, contact your bank immediately to dispute the transaction and request a refund.
What happens to your videos after cancellation
Cancelling your Loom subscription does not delete your videos. Your entire video library remains accessible through your free Starter account indefinitely. You can watch, download, and share your existing videos even after you downgrade to Starter. The Starter plan imposes no limits on viewing or downloading videos you created under a paid plan.
The key difference is that Starter limits you to 25 new videos per month and 5-minute recordings. If you need to create more videos or longer recordings after cancellation, you must reactivate a paid plan. Your video library migrates instantly back to the paid tier when you re-subscribe, with no loss of content or metadata.
Refund policy and dispute resolution
Loom typically does not offer refunds for partial months. If you cancel mid-month, you lose access to any unused portion of that month's payment. However, Republic Act No. 7394 allows you to dispute this practice if Loom fails to provide clear written notice of its refund policy at the time of purchase. If Loom charged you for a full month after your cancellation date, you have the right to demand a refund.
To request a refund for charges made after your cancellation date, submit a written request to Loom's support team through your account. Include your cancellation confirmation number and the date you cancelled. Allow 10 business days for Loom to respond. If Loom denies your refund request or does not respond within this timeframe, escalate the dispute to your bank's chargeback process or file a complaint with the DTI.
Yafee has helped thousands of consumers resolve billing disputes by documenting every communication with the service provider. Keep all emails, screenshots, and confirmation numbers in a single file. This evidence strengthens your position when you dispute the charge with your bank or file a formal complaint.
Common mistakes that trigger unwanted charges
Cancellation is straightforward, but small errors can leave you vulnerable to surprise charges. Knowing what goes wrong helps you avoid these pitfalls. The most common mistake is confusing "downgrade" with "cancel." When you downgrade, you move to the free Starter plan but stay registered with Loom. When you cancel, you request to stop all payments. Always select "cancel" rather than "downgrade" if you want billing to stop entirely.
Many users cancel but fail to monitor their bank statement for the next billing cycle. Loom's cancellation typically takes effect immediately, but occasionally payment processors delay the cessation of recurring charges. Check your statement 5 to 7 days after your cancellation confirmation to ensure no charge appears. If a charge does appear, dispute it immediately with your bank rather than waiting for Loom to refund you.
Another frequent error is cancelling just before your billing date, only to discover that the charge still posts. In the Philippines, most digital services charge at midnight in Pacific Time (US). If your next billing date is tomorrow, cancellation submitted tonight may not prevent that charge. After you cancel, assume the charge will still occur, then dispute it with your bank if it does. This approach gives you leverage you would not have if you simply accept the charge.
Do not cancel through a third-party payment processor or password manager. Cancel directly through Loom's account settings. Third-party cancellations may not register in Loom's system, leaving your subscription active and vulnerable to future charges. Always verify cancellation in your Loom account dashboard.
What to do after you cancel
Your Loom account transitions to the free Starter plan immediately after cancellation. You retain full access to all videos you created under paid plans. Visit your video library and confirm that your content is still accessible. Yafee advises testing one video download to ensure the process works before you delete any backup files from your computer.
Update your team or organisation if Loom was a shared tool. Notify anyone who relies on your Loom videos that you have downgraded to Starter and can no longer create unlimited recordings. If team members need continued unlimited access, they should activate their own paid accounts or you should reactivate a team plan.
Monitor your email for follow-up offers from Loom. The service typically sends discount codes or reactivation promotions within 14 days of cancellation. These emails do not renew your subscription; they are marketing messages only. Delete them or mark them as spam if you do not intend to resubscribe.
When to reactivate your Loom subscription
You can reactivate a paid Loom plan at any time. Reactivation is instant and restores all your previous settings, branding preferences, and team permissions. Your video library remains accessible throughout your cancellation period, so you lose nothing by downgrading to Starter temporarily. If your needs change and you require unlimited recording again, reactivate the Business or Business + AI plan through your account settings.
| Scenario | Action | Timeline |
|---|---|---|
| You record fewer than 3 videos per week | Keep Starter (free) - no reactivation needed | N/A |
| You need unlimited recording again | Reactivate Business or Business + AI plan | Instant |
| You want to test paid features before committing | Use the 14-day free trial on Business + AI | 14 days |
| You are uncertain about Loom's value | Wait 1 month on Starter and reassess usage | 30 days |
Alternatives if Loom does not meet your needs
If cancellation is your preference because Loom's features do not match your workflow, consider these alternatives. OBS Studio is a free, open-source screen recording application that exports videos for upload to any platform. Camtasia offers a one-time purchase license rather than monthly billing, which suits users who record infrequently. Wistia specializes in video hosting for sales and marketing teams and includes advanced analytics that Loom does not provide.
Before switching platforms, export all your Loom videos. Download each video individually through the Loom dashboard or use a third-party download tool to batch-export your library. Store these files on your computer or in cloud storage such as Google Drive or OneDrive. This ensures your content remains accessible regardless of Loom's future pricing or policy changes.
Filing a complaint if Loom refuses to cancel
Loom must honour your cancellation request within one billing cycle. If the company refuses to cancel, continues charging you after cancellation, or makes cancellation deliberately difficult, you have grounds to file a formal complaint with the Department of Trade and Industry (DTI). The DTI's Consumer Protection Group can mediate disputes, impose fines on Loom, and order refunds on your behalf.
To file a DTI complaint, gather the following documents: your cancellation confirmation email, bank statements showing charges after your cancellation date, and screenshots of your Loom account settings. Visit the DTI website (dti.gov.ph) or visit a DTI office in your region. You can also file a complaint through the NBI Consumer Protection Division if the DTI case takes longer than 60 days to resolve.
Yafee recommends keeping a written log of every interaction with Loom, including dates, times, email addresses, and summaries of each conversation. This log demonstrates that you made good-faith efforts to resolve the dispute before escalating to a government agency. It also strengthens your position if you need to dispute the charge with your bank's chargeback process.
Your cancellation checklist
Use this checklist to ensure you cancel correctly and protect yourself from surprise charges.
- Back up all videos you need to keep outside Loom's system
- Check your current billing date and understand your payment cycle
- Log into your Loom account and navigate to account settings
- Select "Cancel subscription" (not "Downgrade")
- Confirm your cancellation request
- Save the confirmation email as a PDF or screenshot
- Reply to the confirmation email to create a second record
- Mark your next billing date on your calendar
- Check your bank statement 5 to 7 days after cancellation
- Log into your Loom account on your next billing date to verify no charge was applied
- If a charge appears, dispute it immediately with your bank
- Keep all confirmation documents for at least 12 months
Summary and next steps
Cancelling Loom is a straightforward process when you follow the legal framework established by Republic Act No. 7394. Your cancellation right is unconditional, and Loom cannot charge you penalties or require reasons. The service must stop billing you on your next billing cycle after you submit a valid cancellation request through your account settings.
Protect yourself by documenting every step: save your confirmation email, monitor your bank statement, and verify that no charge posts after your cancellation date. If Loom charges you again by mistake, dispute the charge with your bank immediately. Yafee has helped thousands of consumers cancel cloud services, secure refunds, and protect their data. If you encounter resistance from Loom or need guidance on filing a formal complaint, consult the DTI or NBI Consumer Protection Division.
Your videos remain accessible after cancellation, your free Starter account preserves your library indefinitely, and you can reactivate a paid plan at any time. This flexibility means cancellation carries no permanent consequences. Make your decision based on actual usage, then execute your cancellation with confidence.
Loom's cancellation address and contact details:
Loom, Inc., 315 Montgomery Street, San Francisco, CA 94104, United States. For accounts registered in the Philippines, submit all cancellation requests and disputes through your Loom account dashboard. If Loom's support team does not respond within 30 days, escalate your case to the National Bureau of Investigation Consumer Protection Division or the Department of Trade and Industry. Yafee's contract specialists remain available to review your cancellation correspondence and advise you on next steps.