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Frequently asked questions
Cancel Loox: The Right Way to Manage Your Reviews
How to cancel Loox and regain control of your store's review strategy
What Loox is and why you might cancel
Loox is a review management platform built for Shopify stores. It automates the collection and display of customer reviews, particularly photo and video testimonials, to help build trust and drive conversions on your storefront.
The platform integrates directly with Shopify and sends automated review request emails to customers after purchase. It also offers incentive mechanics to encourage customers to submit photo reviews, plus customisable widgets you can place anywhere on your store.
You might decide to cancel Loox for several reasons: the monthly cost no longer justifies your return on investment, you've found a competitor tool that better suits your needs, your store structure has changed, or you simply want to reduce your app stack. Whatever your reason, Yafee is here to guide you through the cancellation process clearly and without frustration.
Key features of Loox
Loox offers automated review requests, photo and video review collection, customisable review widgets, integration with Shopify and other sales channels, SEO optimisation for reviews, and referral mechanics to incentivise customer participation. Depending on your plan, you also gain access to AI-powered review sorting, auto-translated reviews, and AI-generated reply suggestions.
Why this guide matters for your cancellation
Cancelling a Shopify app can be confusing because billing is managed through Shopify's system, not Loox directly. Yafee has created this guide to help you understand your consumer rights under Singapore law, avoid common pitfalls, and take action with confidence. You deserve clarity when managing your business expenses.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act (CPFTA) protects you when you purchase goods and services, but digital services like software-as-a-service (SaaS) subscriptions have fewer statutory protections than physical goods.
What singapore law says about refunds and cancellation
Singapore law does not mandate a 14-day cooling-off period for digital services such as SaaS subscriptions. This means Loox is not legally required to offer a refund after your trial ends simply because you change your mind.
However, you are still protected under the CPFTA if the service is defective, not fit for purpose, or if you discover a billing error. If Loox fails to deliver promised functionality such as review widgets not displaying properly or automated emails not being sent, you have grounds to request a refund or dispute the charge through Shopify. The CPFTA section 12 (goods supplied must be of merchantable quality) extends to digital services provided with reasonable care and skill.
Additionally, if Loox continues to charge your account after you cancel, or if the app does not match the description provided at the point of sale, you may dispute the charge under the CPFTA and through your payment method.
Your legal position
You have the right to cancel your Loox subscription at any time. You do not owe a reason. If Loox refuses to honour your cancellation or continues to charge you, you can escalate the dispute to the Consumers Association of Singapore (CASE) or dispute the charge directly with Shopify. Since Shopify manages your billing, Shopify's own refund and dispute resolution process becomes your strongest lever. Keep clear records of all cancellation requests, communications with support, and billing statements.
When you can escalate a dispute
If Loox refuses to address a legitimate billing or service complaint within 14 days of your written request, you can escalate to CASE. Yafee recommends documenting all communications with Loox support and taking screenshots of any service failures before you escalate. CASE will investigate your complaint and attempt to mediate between you and the company.
Alternatively, you may dispute the charge directly with Shopify through your Shopify account, which will trigger a formal dispute process. Shopify may refund you pending their investigation.
Loox pricing plans and what you will save
Understanding Loox's pricing structure will help you calculate what you stand to save by cancelling and assess whether a refund is realistic.
Current Loox plans and pricing in SGD
| Plan name | Monthly cost (SGD) | Core features | Best for |
|---|---|---|---|
| Beginner | $16.45 | 100 monthly review requests, photo incentives, 10+ widgets, basic SEO | Small stores testing reviews |
| Scale | $50.54 base | Video reviews, Google Shopping syndication, custom branding, usage-based scaling | Growing stores with consistent volume |
| Pro | $151.63 base | All Scale features plus AI review sorting, auto-translation, AI reply suggestions | High-volume stores, multiple channels |
| Enterprise | Custom quote | Custom integrations, dedicated support, SLA guarantees | Large enterprises with bespoke needs |
If you are on a monthly plan, your cancellation takes effect immediately and you will not be charged in the next billing cycle. If you are on an annual plan, Yafee advises you to check whether Loox offers a pro-rata refund for unused time before you cancel.
Should you cancel Loox? weighing the decision
Before you proceed with cancellation, consider whether your reasons align with cost savings or genuine service dissatisfaction.
Reasons to cancel Loox
- Monthly cost exceeds the revenue generated from review-influenced sales
- You have found a competitor tool with better pricing or features
- Your store no longer needs review management (e.g., you have switched business models)
- You are experiencing persistent technical issues that support has not resolved
- You want to simplify your app stack and reduce subscription overhead
- You are being charged but cannot access the dashboard or features
Reasons to keep Loox
- Your store has not yet accumulated enough reviews to judge ROI fairly
- Loox is generating a measurable lift in conversion rate or average order value
- You are on a discounted annual plan and cancelling early may trigger a penalty
- The competitor tool you are considering has similar pricing and fewer integrations
- You are experiencing a temporary service issue that support is actively resolving
How to cancel Loox: step-by-step cancellation method
Loox billing is managed through your Shopify account, so you will cancel via Shopify, not directly with Loox. Follow these steps to cancel securely and confirm that charges have stopped.
Step 1: log in to your shopify account
- Open your web browser and navigate to your Shopify admin dashboard
- Enter your email address and password
- If you use two-factor authentication, complete that step
- You should now see your Shopify home screen
Step 2: navigate to your apps and sales channels
- In the left sidebar, scroll down and click on "Apps and sales channels"
- You will see a list of all apps currently installed on your store
- Search for "Loox" in the search box to find the app quickly
Step 3: open the Loox app and access the settings
- Click on the "Loox" app card to open it
- You will be taken to the Loox settings dashboard within Shopify
- Look for a "Settings" or "Billing" option in the menu (usually in the top right or left sidebar)
Step 4: locate the cancellation or downgrade option
- In the Billing section, you will see your current plan and pricing
- Look for a button labelled "Cancel app" or "Uninstall app"
- Some versions of Loox may offer a "Downgrade plan" option instead of full cancellation
- Click the cancellation button
Step 5: confirm your cancellation
- Loox or Shopify will display a confirmation window asking you to confirm your cancellation
- You may be asked why you are cancelling (optional feedback)
- Read the confirmation text carefully to ensure you understand the date when your access will end
- Click "Confirm cancellation" or similar button to finalise
Step 6: verify the cancellation in your shopify billing dashboard
- Return to your Shopify home screen
- In the left sidebar, click on "Settings" (bottom left)
- Click on "Billing and plan"
- Scroll to "Apps and sales channels" and confirm Loox is no longer listed as an active subscription
- Check your most recent Shopify invoice to verify no new Loox charge appears
Step 7: request a refund if applicable
- If you are cancelling an annual plan within the first 30 days, or if you have discovered a service fault, contact Shopify support directly
- Provide your Shopify store name, order ID, and reason for cancellation
- Yafee recommends requesting a pro-rata refund for unused time on annual plans
- Shopify will review your request and respond within 5 to 10 business days
What happens after you cancel Loox
Cancellation takes effect immediately, but you will retain access to your data and historical reviews until the end of your current billing cycle. Understand what occurs next so you are not surprised.
Your data and reviews after cancellation
Once you cancel Loox, the app will no longer send automated review requests or collect new reviews. However, Loox retains your existing reviews and customer data for a limited period (typically 30 days). If you wish to export your reviews before this window closes, contact Loox support immediately to request a data export. Yafee advises you to save all customer testimonials and photos to your own records before the data retention period expires.
Removing review widgets from your store
If you have added Loox review widgets to your Shopify store pages, those widgets will stop functioning once the app is uninstalled. You should manually remove any Loox code or embed blocks from your product pages, collection pages, or custom sections to avoid broken layout elements or display errors. Access your Shopify theme editor and search for "Loox" to identify and delete any remaining widgets.
Managing the transition to a new review platform
If you are switching to a different review management platform, install and configure the new app before cancelling Loox to avoid a gap in review collection. This ensures you do not lose momentum in gathering customer feedback during the transition period.
Refund and billing clarification for Loox cancellations
Your refund eligibility depends on your plan type, when you cancel, and whether Loox has fulfilled its obligations under the CPFTA.
Monthly plan refunds
If you are on a monthly plan and cancel before the next billing cycle, you will not be charged. Shopify will not refund the current month's charge unless you cancel within the first 24 hours of being charged and can demonstrate that Loox failed to provide the service. Contact Shopify support with evidence of non-delivery to request a one-time courtesy refund.
Annual plan refunds
If you are on an annual plan and cancel within 30 days of purchase, you may be eligible for a full refund. If you cancel after 30 days, Loox typically offers a pro-rata refund for unused months. However, this is at Loox's discretion and not mandated by Singapore law. Yafee recommends requesting a pro-rata refund in writing and referencing the CPFTA if Loox denies your request and you have a legitimate service complaint.
Service failure refunds
If Loox has failed to provide the promised service (widgets not working, emails not sending, dashboard inaccessible), you are protected under CPFTA section 12 and may demand a refund regardless of your plan type or tenure. Provide written evidence of the service failure (screenshots, support tickets, timestamps) when you request the refund.
Common mistakes to avoid when cancelling Loox
Cancellation is straightforward, but a few missteps can lead to continued charges or lost data. Stay alert and follow these guardrails to protect yourself.
Mistake 1: uninstalling the app without visiting the billing section
Simply uninstalling the Loox app from Shopify does not always cancel your subscription. Shopify may continue to charge you because the billing relationship is separate from the app installation. Always navigate to the Billing section within the Loox app settings or your Shopify billing dashboard to formally cancel the subscription.
Mistake 2: not verifying cancellation in your shopify invoice
After you cancel, wait until the next billing cycle and check your Shopify invoice to confirm that Loox is no longer listed. If Loox appears on your next invoice, contact Shopify support immediately with a screenshot of your cancellation confirmation and your original invoice. Do not assume the cancellation is complete until you see it reflected in your billing history.
Mistake 3: failing to export your reviews before the data retention window closes
Loox typically retains your customer data for 30 days after cancellation. If you want to preserve your reviews, ratings, or customer photos, request a data export from Loox support before you cancel. After the retention period expires, you may lose access to all historical reviews and the ability to import them into a new platform.
Mistake 4: not removing Loox widgets from your store pages
Leaving Loox widgets on your product pages after cancellation can result in broken layout elements or error messages that confuse your customers. After you cancel, manually remove all Loox code from your Shopify theme editor to ensure your store displays correctly.
Mistake 5: cancelling an annual plan without checking for refund eligibility
If you are on an annual plan, cancelling immediately may mean you lose access to a pro-rata refund for unused months. Before you cancel, check Loox's refund policy in your account or contact Shopify support to determine whether you are entitled to a partial refund. Always ask explicitly whether a refund is available; do not assume you have forfeited the money.
Timeline and what to expect after cancellation
Understanding the timeline after cancellation will help you plan your transition smoothly.
| Timeframe | What happens | Action required from you |
|---|---|---|
| Immediately | Loox app stops sending review requests and collecting new reviews | Confirm cancellation in your Shopify billing dashboard |
| 24-48 hours | Loox widgets may stop displaying on your store pages | Remove Loox code from your theme editor |
| 1-7 days | Loox sends a confirmation email reiterating the cancellation | Keep this email for your records |
| Up to 30 days | Your data and reviews are retained by Loox | Request a data export from Loox support if you need it |
| Next billing cycle | No Loox charge appears on your Shopify invoice | Verify this in your Shopify billing history |
Comparing Loox to alternative review platforms
Before you cancel, you may wish to compare Loox to other review management solutions available in the Shopify app store.
Loox vs. competitor tools
| Feature | Loox | Judge.me | Yotpo |
|---|---|---|---|
| Photo reviews | Yes | Yes | Yes |
| Video reviews | Yes (Scale+) | Yes (Plus+) | Yes (Retention+) |
| AI-powered sorting | Yes (Pro+) | No | Yes (Retention+) |
| Entry-level price (SGD) | $16.45/month | Free or $20/month | From $99/month |
| Multi-channel support | Yes (Scale+) | Yes | Yes |
Yafee recommends evaluating your specific needs before switching platforms. If you are migrating your reviews, request an export from Loox and check whether your new platform can import reviews directly from a CSV file to minimise data loss.
Cancellation address and company details
Loox is registered as Loox Online Ltd., a company incorporated in Israel. The company operates through its Shopify app integration and does not maintain a physical office in Singapore. All billing and support are managed through Shopify.
If you need to contact Loox directly for billing disputes or data access requests under the Personal Data Protection Act (PDPA), use the official contact form within the Loox app dashboard or email their support team at the address listed in your Loox account settings.
For escalation under Singapore consumer protection law, contact the Consumers Association of Singapore (CASE) via their website at case.org.sg or by telephone at 1800 221 5188 (toll-free). CASE will mediate disputes between you and Loox if Shopify's support does not resolve your complaint within 21 days.
Yafee has helped thousands of consumers navigate cancellations, refunds, and billing disputes with confidence. Whether you are cancelling Loox for cost savings or service issues, Yafee's legal and commercial guidance ensures you understand your rights and take action securely. Visit yafee.com to access additional guides on SaaS cancellations, dispute resolution, and consumer protection across Singapore and beyond.