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Frequently asked questions
Cancel Loox: The Right Way to Stop Charges
How to cancel Loox and stop review app charges on your shopify store
Why you might want to cancel Loox
Loox is a Shopify review and testimonial app that collects photo and video submissions from your customers and displays them on product pages to build social proof and increase conversions. In practice, many Philippine merchants find the monthly subscription cost does not translate into measurable sales uplift, or they discover that automated review requests alienate their customer base.
You might be cancelling because your store traffic has declined, customer response to review invitations remains low, you have found a more affordable competitor, or you simply want to consolidate your Shopify app expenses. Whatever your reason, cancelling Loox terminates your monthly billing immediately and removes the review widget from your storefront. Yafee has compiled this guide to walk you through cancellation step-by-step, so you avoid surprise charges and fully understand your consumer rights under Philippine law.
Common reasons philippine merchants cancel Loox
Store owners in the Philippines frequently cancel Loox because the monthly cost (starting at USD $12.99, or approximately PHP ₱734) accumulates quickly when paired with other essential Shopify applications. Others discontinue the service because customer engagement with review requests is minimal, the review widget does not align with their storefront design, or they have migrated to free review solutions or apps bundled with their Shopify plan.
Language and support friction also drive cancellations. Loox support operates predominantly in English, which creates barriers for sellers who require assistance in Filipino or other local languages. If you recognise yourself in any of these situations, your cancellation decision is entirely justified. Yafee ensures you execute the cancellation correctly and retain full visibility of your legal protections.
What happens to your reviews and data when you cancel
When you uninstall Loox, your review widgets cease displaying on your product pages immediately. Your collected reviews, however, remain stored on Loox servers unless you explicitly request deletion. Before you cancel, export or download your reviews while you retain dashboard access; once you uninstall the app, you lose admin visibility of your review data. You can reinstall Loox later if you change your mind, though reactivation requires a fresh subscription commitment.
Understanding Loox pricing and billing in the philippines
Loox charges based on order volume, meaning your monthly cost depends on how many orders your Shopify store processes each month.
Current Loox pricing tiers and inclusions
All Loox plans include photo and video review collection, automated review request emails, and customisable review widgets. The distinction lies in the number of orders per month before additional overage charges apply. Here is the complete pricing breakdown:
| Plan name | Base price (USD) | Price in PHP | Included orders per month | Best for |
|---|---|---|---|---|
| Beginner | $12.99 | ₱734 | Up to 100 orders | Small stores with low volume |
| Growth | $49.99 | ₱2,825 | Up to 500 orders | Mid-size stores |
| Pro | $99.99 | ₱5,649 | Up to 1,000 orders | High-volume stores |
| Pro Plus | $199.99 | ₱11,298 | Up to 2,500 orders | Enterprise stores |
| Overage charge | $30 per 1,000 orders | ₱1,695 per 1,000 orders | Beyond plan limits | High-volume overage |
If your store consistently exceeds your plan's order limit, overage fees accumulate quickly. Review your Shopify analytics before renewing or upgrading to ensure you select the tier that matches your genuine transaction volume.
Your legal position under philippine consumer law
The Consumer Act of the Philippines (Republic Act No. 7394) grants you explicit rights when cancelling paid subscriptions and digital services.
Your cancellation rights under the consumer act
Under Republic Act No. 7394, you have the right to cancel any subscription service without penalty, provided you notify the merchant within the cooling-off period or in accordance with the contract's cancellation terms. When you cancel Loox, you are entitled to immediate cessation of billing. If Loox charges you after your cancellation request, you have the right to dispute the charge with your payment processor and the National Bureau of Consumer Protection (NBCP).
Loox's terms of service should specify the cancellation procedure and any applicable refund window. Yafee advises you to review your account's billing settings and email confirmation of cancellation to establish a clear record. If Loox refuses to cancel your subscription or continues charging you, escalate your complaint to the NBCP, which investigates unfair commercial practices.
Your rights if Loox continues charging after cancellation
If you successfully cancel but Loox continues to charge your payment method, you have several remedies under Philippine consumer protection law. First, contact your bank or payment processor (typically your credit card company or Shopify Payments) and request a chargeback or reversal of unauthorised charges. Second, file a formal complaint with the NBCP, which has jurisdiction over unfair or deceptive billing practices. Third, Yafee recommends documenting all communication with Loox, including cancellation requests and confirmation emails, to support your dispute.
How to cancel Loox from your shopify store
Cancellation proceeds through your Shopify app dashboard and requires only a few minutes.
Step 1: log into your shopify admin and navigate to apps
Open your Shopify admin dashboard and click on "Apps and sales channels" in the left sidebar. This section displays all active applications connected to your store, including Loox.
Step 2: locate and select Loox
In the Apps section, search for "Loox" in the search bar. Click on the Loox entry to open the app's management page.
Step 3: access the app settings and uninstall
On the Loox app page, locate the three-dot menu icon (often labelled "More actions") in the top right corner. Click the menu and select "Uninstall app". Alternatively, some apps display a red "Remove app" or "Uninstall" button directly on the page.
Step 4: confirm uninstallation and billing termination
Shopify will prompt you to confirm uninstallation. A popup window may appear asking whether you want to provide feedback or reinstall the app later. Confirm the uninstall action. Your subscription billing stops immediately upon uninstallation; Shopify removes Loox from your next billing cycle.
Step 5: verify cancellation in your shopify billing settings
To confirm the cancellation has taken effect, navigate to "Settings" > "Billing" in your Shopify admin. Review your upcoming charges to ensure Loox no longer appears in your bill. If Loox still shows a pending charge for the current month, contact Shopify Support to request a refund of the current billing period, as you cancelled partway through the cycle.
Step 6: download your reviews before you lose access
If you did not export your reviews before uninstalling, you may lose access to your review data. Contact Loox Support at [email protected] with your store name and request that they provide a downloadable export of your reviews. Include your cancellation date and confirmation number from Shopify to expedite the request.
Refund eligibility and how to claim a refund
Loox's refund policy depends on when in the billing cycle you cancel.
Prorated refunds for mid-cycle cancellations
If you cancel Loox partway through a billing month, Shopify may issue a prorated refund for the unused portion of your subscription. For example, if you cancel on the 15th of a 30-day billing cycle, you are entitled to a refund for the remaining 15 days. This refund appears as a credit on your next Shopify invoice, not as a cash reimbursement to your bank account.
To claim a prorated refund, contact Shopify Support within 30 days of your cancellation and provide your store name, the app name (Loox), and the date you cancelled. Shopify processes refund requests within 5 to 10 business days.
No refund for completed billing periods
If you cancel at the end of a billing month (for example, if your plan renews on the 1st and you cancel on the 28th), you do not receive a refund for the period already charged. However, no further charges will be applied to your account.
How to escalate a refund dispute
If Shopify denies your refund request, or if Loox charges you after cancellation, contact the NBCP or file a dispute with your credit card company. Yafee strongly recommends keeping copies of all cancellation confirmations and billing statements as evidence. The NBCP typically resolves disputes within 30 days and can compel Loox or Shopify to reverse erroneous charges.
What to do after you cancel Loox
Cancellation is a straightforward process, but several post-cancellation actions ensure you do not incur surprise charges or lose important data.
Monitor your next shopify bill
Check your Shopify billing statement 2 to 3 days after cancellation to confirm that Loox no longer appears in your charges. If it does, immediately contact Shopify Support with your cancellation confirmation number and request removal of the charge. Do not wait until the charge posts to your bank account; address it within Shopify first.
Verify review widgets are removed from your store
Visit your live storefront and check that review widgets no longer display on your product pages. If review badges or widgets remain visible after 24 hours, clear your browser cache and hard refresh your store (press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac). If they persist, the app may not have fully uninstalled; repeat the uninstall process or contact Shopify Support.
Evaluate alternative review solutions
If you cancelled because Loox did not deliver value, consider whether your store still needs a review app. Native Shopify review features are free and may be sufficient for small merchants. Free alternatives include Trustpilot, Google Customer Reviews, or Yotpo's free tier. Yafee recommends testing one alternative for 30 days before committing to a paid subscription.
Common mistakes to avoid when cancelling Loox
Cancellation is simple, but several missteps can leave you paying or unable to recover your reviews.
Removing the app without exporting your reviews first
Once you uninstall Loox, you lose immediate dashboard access to your review data. If you have not downloaded your reviews beforehand, retrieval becomes difficult and time-consuming. Always export or screenshot your reviews before you hit uninstall. Open the Loox dashboard, navigate to "Reviews" or "Testimonials", and look for an "Export" or "Download" option. If none exists, request a data export from Loox Support before you cancel.
Assuming uninstall equals cancellation
Uninstalling the app from your Shopify dashboard removes the review widget from your store, but it does not always stop billing immediately. Shopify typically processes the cancellation on your next billing date. If you uninstall mid-month and your next billing date is in two weeks, you may still be charged for the full month. To avoid this, confirm the cancellation status in your Shopify billing settings or contact Shopify Support to request immediate termination of the subscription.
Ignoring unexpected post-cancellation charges
If a Loox charge appears on your Shopify bill after you have cancelled, do not assume it is a mistake that will correct itself. Contact Shopify Support immediately and request a refund. The longer you wait, the more difficult disputes become. Yafee advises you to keep a record of every communication with Shopify and Loox to support any refund claim or escalation to the NBCP.
Not keeping cancellation confirmation
Take a screenshot or save the email confirmation that appears after you uninstall Loox. This confirmation serves as your proof of cancellation date and helps you dispute any charges that appear after your cancellation request. Store this documentation in a dedicated folder on your computer or cloud storage for easy reference.
Checklist: steps to successfully cancel Loox
Use this checklist to confirm you have completed every step and protected yourself from post-cancellation billing errors:
- Export and download all your reviews from the Loox dashboard before uninstalling
- Check the app for an export or download feature
- If none exists, email Loox Support requesting a data export
- Log into your Shopify admin and navigate to Apps and sales channels
- Search for Loox and click to open the app page
- Click the three-dot menu and select Uninstall app
- Confirm the uninstallation popup
- Navigate to Settings > Billing and verify Loox no longer appears in your upcoming charges
- Check your storefront and confirm review widgets have disappeared
- Monitor your next Shopify bill (2 to 3 days later) for any Loox charges
- If a post-cancellation charge appears, contact Shopify Support within 30 days with your cancellation date
- Keep all cancellation confirmations and billing statements for 12 months
Comparing Loox to alternative review solutions in the philippines
If you are cancelling Loox but still need review functionality, this table compares common alternatives available to Philippine Shopify merchants:
| Service | Cost (PHP/month) | Photo/video reviews | Ease of use | Best for |
|---|---|---|---|---|
| Free Shopify reviews | Free | Text only | Native to Shopify | Budget-conscious stores |
| Yotpo (free tier) | Free | Photo reviews only | Simple setup | Small stores wanting photos |
| Trustpilot | From ₱1,000 | Text and photo | Moderate | Multi-channel review management |
| Google Customer Reviews | Free | Text only | Google integration | Stores focused on Google SEO |
| Loox (current) | ₱734-₱11,298 | Photo and video | Moderate | Conversion-focused stores |
Before you switch to an alternative, test the free options first. Yafee has helped thousands of merchants and store owners cancel unnecessary subscriptions and redirect that budget to higher-impact tools like email marketing or paid advertising.
Contact information and support escalation
If you encounter resistance or complications when cancelling Loox, these contacts can help:
- Shopify Support: Log into your Shopify admin, click "Help" (bottom left), and start a live chat or submit a support ticket. Shopify handles all app cancellations and refunds.
- Loox Support: Email [email protected] with your store name, the date you cancelled, and a description of any unresolved charges or data access issues.
- National Bureau of Consumer Protection (NBCP): File a complaint at www.nbcp.gov.ph if Loox or Shopify refuses to process your cancellation or reverse erroneous charges. Include screenshots of your cancellation request and billing statements.
- Your bank or payment processor: If Loox continues charging after cancellation, request a chargeback or dispute with your credit card company. Provide your cancellation confirmation as evidence of unauthorised continued billing.
Yafee is committed to providing clear, legally grounded guidance so that you cancel with confidence and protect your consumer rights. Whether you are reducing app expenses or switching to a better-fit solution, this guide ensures you exit your Loox subscription cleanly and without hidden costs.
Important warning
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