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Frequently asked questions
Cancel Loox: The Right Way
How to cancel Loox from south africa and understand your consumer protection rights
What Loox is and why south african merchants use it
Loox is a review-collection and display platform designed primarily for Shopify store owners. It automates the gathering of customer photo and video testimonials, helping e-commerce merchants build social proof by showcasing authentic customer feedback directly on product pages. If you operate a Shopify store or have signed up directly with Loox, you may have subscribed to one of their tiered monthly plans. Understanding what Loox does before you cancel helps you make an informed decision about whether the service remains aligned with your business goals or whether an alternative solution better suits your needs.
How Loox works in practice
Loox automates review requests by sending emails to your customers after purchase. Once customers submit photo or video reviews, you can display these reviews as widgets on your product pages, in email campaigns, or across social advertising channels. The app integrates directly with your Shopify store, so reviews appear seamlessly alongside your products without manual curation. This automation saves store owners significant time compared to manual review collection and moderation.
Why south african e-commerce merchants rely on Loox
Store owners in South Africa use Loox to increase conversion rates by displaying social proof, reduce manual review-collection efforts, and generate user-created content for marketing purposes. Many also rely on Loox's analytics dashboard to understand which products customers photograph most frequently and which reviews drive the highest engagement rates. For visual product categories-fashion, beauty, home decor-this visual feedback is particularly valuable in building customer confidence before purchase.
Loox pricing and subscription plans in south african rand
Loox charges monthly subscriptions billed in USD and converted to ZAR at current exchange rates. Your actual monthly cost in South African Rand will fluctuate slightly depending on currency conversion rates at each billing cycle.
Loox subscription plans and features comparison
| Plan | Approx. ZAR/month | Core features | Best for |
|---|---|---|---|
| Beginner | R245 | Review request emails, photo-review discounts, multilingual support, AI-assisted reply suggestions | New stores testing review functionality |
| Scale | R754 | All Beginner features plus video reviews, Google Shopping integration, referral rewards, no Loox branding | Growing stores prioritising video content |
| Convert | R1,886 | All Scale features plus AI sorting, review highlights, auto-translate, auto-replies, spam flagging | Stores prioritising advanced review management |
| Unlimited | R5,659 | All Convert features plus unlimited review emails and referral programme expansion | High-volume enterprises with extensive review volumes |
How billing works for south african subscribers
If you subscribed through the Shopify App Store, Shopify processes your billing and charges appear on your monthly Shopify invoice. If you signed up directly with Loox, they bill you separately via credit card or other payment methods. Your actual ZAR amount depends on the USD-to-ZAR exchange rate at the time of billing, so expect small month-to-month fluctuations. When you cancel, your access typically ends at the end of your current billing cycle rather than immediately, unless you request immediate termination and qualify for a refund under consumer protection legislation.
Whether you should cancel Loox or explore alternatives
Before proceeding with cancellation, it is worth considering whether cancellation fully addresses your concern or whether a plan downgrade, temporary pause, or switch to an alternative tool might better serve your business needs.
Valid reasons to cancel Loox
Many South African store owners cancel Loox because review collection feels redundant with native Shopify reviews, customer engagement with photo reviews has declined over time, or the monthly cost no longer aligns with their business growth trajectory. Budget constraints are another pressing reason; if your store is seasonal or still scaling, a R245 to R754 monthly subscription may feel unnecessary during slower trading periods. Others find that competitor tools such as Judge.me, Trustpilot, or Shopify's native review system offer better value or more granular integration options for their specific market positioning. If you operate internationally and manage multiple currencies, Loox's USD-only billing may also create unnecessary currency conversion friction.
Reasons to keep Loox or downgrade instead
If you operate in visual product categories-fashion, beauty, jewellery, home decor, or cosmetics-Loox's photo and video review functionality typically drives measurable uplift in conversion rates that justifies the monthly cost. If you have already built a substantial library of video testimonials and customer reviews, abandoning Loox means losing those assets unless you export them beforehand. In such cases, downgrading to the Beginner plan (R245/month) may be a more cost-effective compromise than full cancellation. Similarly, if your business is seasonal, you might pause your subscription during slow months rather than cancel entirely, preserving your review library and settings for reactivation.
How to cancel Loox in south africa
The cancellation process differs depending on whether you subscribed through the Shopify App Store or directly with Loox. Yafee recommends following the appropriate method for your subscription type to ensure your cancellation is processed correctly and documented for your records.
Step 1: determine your subscription source
Before cancelling, identify whether you subscribed through Shopify App Store or directly with Loox. If you see Loox charges on your Shopify invoice, you subscribed through Shopify. If you receive separate invoices from Loox or were billed directly to your credit card by Loox Inc., you subscribed directly. This determines which platform you must use to cancel.
Step 2: cancel through shopify app store (if applicable)
- Log in to your Shopify admin dashboard using your store email and password.
- Visit shop.myshopify.com/admin and authenticate.
- Navigate to the Apps section from the left-hand menu.
- Select Apps and sales channels, then find Loox in your installed apps list.
- Click on the Loox app tile to open its settings page.
- You will see a summary of your current plan and billing details.
- Select Uninstall or Remove App from the app options.
- Shopify will ask you to confirm; select Yes to proceed.
- Shopify will stop charging you after the current billing cycle ends.
- Your access to Loox features will cease at the end of that cycle.
- You will receive a final invoice showing zero charges from the next billing date onward.
Step 3: cancel through Loox directly (if you subscribed independently)
- Log in to your Loox account at the Loox dashboard using your email and password.
- Visit the Loox settings or account management portal.
- Navigate to Account or Billing Settings from your account menu.
- Locate the Subscription or Plan Management section.
- Select Cancel Subscription or Downgrade Plan.
- Loox may present you with a downgrade option first to retain some service continuity.
- Confirm your cancellation request when prompted.
- Loox will send a confirmation email to the registered account email address.
- Your access ends at the close of your current billing cycle.
- Retain your cancellation confirmation email for your records and dispute resolution if needed.
- Yafee advises keeping this email for at least 12 months.
Step 4: export your review data before access ends
Before your cancellation becomes effective, Yafee recommends exporting all your reviews, customer testimonials, and associated metadata from Loox. This ensures you retain your review library if you decide to migrate to an alternative platform or re-import testimonials into your store manually. Most review platforms offer export functionality in CSV or JSON format via their settings menu. Request this export immediately after initiating cancellation to ensure sufficient time for the export process to complete.
Step 5: verify cancellation and monitor billing
Within 7 days of cancellation, check that Loox has been removed from your Shopify App Store (if applicable) or that your Loox account login no longer grants access to the dashboard. Verify your next Shopify invoice or credit card statement to confirm that no Loox charges appear after the final billing cycle. If charges continue to appear after the cancellation period has elapsed, contact Loox or Shopify support immediately with your cancellation confirmation email and invoice numbers.
Understanding your consumer protection rights in south africa
Your right to cancel Loox and receive fair treatment is protected by South African consumer law. The Consumer Protection Act 68 of 2008 and National Credit Act 34 of 2005 establish clear rights for all consumers, including online service subscribers. Yafee emphasises that understanding these rights empowers you to resolve disputes and recover costs if Loox fails to honour its cancellation obligations.
Your legal position under south african consumer law
Under the Consumer Protection Act 68 of 2008, you have the right to cancel most online subscriptions within a cooling-off period of 5 business days from the date you conclude the agreement, provided the subscription was not initiated in-store and you did not explicitly waive this right. For subscription services billed automatically-such as Loox-you also have the right to receive clear notice of the cancellation terms and the process for withdrawing from the agreement before you are charged. If Loox continues to charge your account after you have submitted a cancellation request, you are entitled to dispute those charges with your financial institution and demand a refund. Furthermore, the National Credit Regulator (NCR) oversees compliance with subscription billing practices and can investigate complaints against companies that breach these standards.
Additionally, if Loox's terms and conditions are unfair, misleading, or fail to clearly disclose the cancellation process, you can lodge a complaint with the Consumer Goods and Services Ombudsman (CGSO) or the National Consumer Commission (NCC). These bodies have enforcement powers and can compel companies to refund consumers and remedy unfair practices.
If Loox refuses to cancel or continues charging
If you submit a cancellation request and Loox continues to charge your account, take the following steps. First, gather all evidence: your cancellation confirmation email, screenshots of your account settings, credit card statements showing the charges, and any communications with Loox support. Second, contact your bank or credit card issuer and initiate a dispute or chargeback request, citing the unauthorised charges. Provide your cancellation confirmation email as evidence. Third, if the dispute process is unsuccessful, lodge a formal complaint with the National Credit Regulator (NCR) at [email protected] or via their online portal at www.ncr.org.za. The NCR can conduct an investigation and compel Loox to cease billing and refund disputed charges within 30 days. You can also escalate to the National Consumer Commission (NCC) if the NCR ruling is unsatisfactory.
Refund eligibility and timeline after cancellation
Refund rights depend on when you cancelled relative to your billing cycle and the circumstances of your cancellation request. Yafee advises that proactive communication with Loox about your refund expectations significantly increases the likelihood of a swift, satisfactory resolution.
Circumstances that qualify for a refund
You qualify for a refund if you cancel within 5 business days of signing up (cooling-off period under the Consumer Protection Act), if you cancel immediately and can demonstrate that Loox failed to deliver the service as promised, or if you were charged after submitting a cancellation request. If you cancel mid-cycle, you typically do not receive a pro-rata refund unless your contract explicitly allows it or Loox's terms offer a money-back guarantee. However, if you are within the initial 5-business-day cooling-off window, you are entitled to a full refund of all charges, regardless of how much of the service you have used. Contact Loox's support team and reference the Consumer Protection Act 68 of 2008 when requesting this refund.
Refund processing timeline
If you qualify for a refund, Loox should process it within 5 to 10 business days from the date they receive and approve your refund request. The refund is typically credited back to your original payment method (credit card, debit card, or bank account). Monitor your bank statement during this period. If the refund does not appear within 10 business days, contact Loox again with your refund request reference number and ask for a precise refund date. If Loox fails to process the refund within 14 days, escalate the complaint to the National Credit Regulator or your bank's dispute resolution department.
Common mistakes to avoid when cancelling Loox
Cancelling your subscription is straightforward, but several preventable mistakes can delay refunds or leave your data vulnerable. Yafee has identified the most frequent pitfalls and how to sidestep them.
Mistake 1: cancelling through the wrong platform
If you subscribed through Shopify, do not attempt to cancel directly with Loox, as this may create confusion and billing gaps. Conversely, if you subscribed directly, cancelling through Shopify will not terminate your Loox billing. Always verify your subscription source first and cancel through the correct platform. This ensures your account deactivation and billing cessation are synchronised.
Mistake 2: failing to export your review data
Once you cancel, your Loox account may become inaccessible within 24 to 48 hours. If you do not export your reviews, testimonials, and customer photos before access ends, you lose this data permanently. Most competing review platforms do not automatically migrate Loox data, so export is essential if you plan to reuse these assets elsewhere. Perform the export immediately after initiating cancellation, not after your account has been deactivated.
Mistake 3: not retaining cancellation confirmation documents
Always retain your cancellation confirmation email, screenshots of the cancellation submission, and any subsequent correspondence from Loox. If a billing dispute arises, these documents prove you cancelled on a specific date and are your strongest evidence in a dispute with your bank or regulator. File these documents securely for at least 12 months after cancellation.
Mistake 4: assuming immediate access termination
Cancellation does not always mean immediate access loss. Most subscriptions remain active until the end of the current billing cycle. If you need immediate termination-for example, because you are concerned about data security-contact Loox support explicitly and request early termination. Confirm in writing (email) that they have processed your early termination request so you have proof if disputes arise.
Mistake 5: ignoring continued charges after cancellation
If you receive a Loox charge after your cancellation confirmation date, do not ignore it. Contact Loox immediately and request a refund of the erroneous charge. If Loox does not respond within 5 business days, contact your bank and file a dispute. Delaying dispute filing may reduce your bank's ability to recover the funds, as most card schemes impose time limits on chargeback claims.
What to expect after cancellation
After your cancellation is processed, several administrative and operational changes occur. Understanding these changes helps you plan your next steps and ensure business continuity.
Immediate post-cancellation period (first 24 hours)
You will receive a cancellation confirmation email from Loox or Shopify confirming the termination date. Your Loox dashboard typically remains accessible for another 24 to 48 hours, allowing you a final window to export any remaining data. During this period, you can still view your review library and customer testimonials but cannot generate new review requests or access premium features. Ensure you complete your data export during this window.
Mid-cycle to end-of-cycle period (1 to 30 days)
Your access to Loox features gradually decreases until the end of your billing cycle. Any review request emails already queued may still send if they were triggered before cancellation. After the final billing cycle ends, you lose all access to the Loox dashboard and your review library becomes inaccessible via Loox's platform. However, any reviews already published on your Shopify store through Loox widgets will remain visible to customers unless you manually remove the widgets from your store.
Post-cancellation billing verification (30+ days)
Confirm that no Loox charges appear on your next Shopify invoice or credit card statement. If charges continue, escalate immediately. Monitor your billing for at least 60 days to ensure no lingering charges occur. If Loox rebills you after cancellation, you have strong grounds for a dispute claim and can reference your cancellation confirmation email as evidence of the breach.
Comparison of alternatives to Loox for south african merchants
If you are cancelling Loox, you may be considering alternative review platforms. This table compares the most popular alternatives available to South African e-commerce businesses.
| Platform | Starting price (approx. ZAR) | Key strengths | Best for |
|---|---|---|---|
| Shopify reviews (native) | Free | Built into Shopify, zero integration friction, automatic review collection, no extra subscriptions | Stores seeking cost-free review functionality |
| Judge.me | R280-R1,400/month | Photo reviews, AI-assisted moderation, email migration, competitive pricing, strong Shopify support | Stores wanting affordable visual reviews with migration support |
| Trustpilot | R400-R2,000/month | Reputation monitoring, GDPR compliance, strong brand recognition, multi-channel review aggregation | Stores prioritising brand reputation and multi-channel presence |
| Yotpo | R800-R3,500/month | User-generated content, advanced analytics, loyalty programme integration, video reviews | High-volume stores needing comprehensive customer engagement tools |
| Skai | R350-R1,200/month | Photo and video reviews, easy export, competitive South African support, transparent pricing | Growing South African stores seeking local support |
Loox contact address and escalation details
If you require further assistance or wish to escalate a cancellation dispute, you may contact Loox directly or report the matter to relevant consumer protection authorities in South Africa. Yafee recommends documenting all communications and maintaining copies for regulatory complaints if necessary.
Loox corporate contact information
Loox's primary corporate headquarters is registered in Ramat Gan, Israel, with additional offices reported in Tel Aviv-Yafo. For cancellation support and billing inquiries, access the Loox dashboard and submit a support ticket, or email their support team directly (contact details are typically available on the Loox website or in your account settings). Include your account email, store name, and cancellation reference in all correspondence.
South african consumer authority escalation contacts
If Loox fails to honour your cancellation or refund request, file a complaint with the following authorities:
- National Credit Regulator (NCR): [email protected] | www.ncr.org.za | Tel: 0861 662 837. The NCR oversees subscription billing and has enforcement power over companies engaged in unlawful credit practices.
- National Consumer Commission (NCC): [email protected] | www.thencc.org.za | Tel: 0860 070 066. The NCC investigates unfair trading practices and consumer rights violations.
- Consumer Goods and Services Ombudsman (CGSO): www.cgso.org.za. The CGSO provides free dispute resolution for consumer complaints and has power to award refunds and compensation.
Yafee strongly advises filing complaints in writing (email) and retaining acknowledgment receipts, as these create an official record and demonstrate your good-faith attempt to resolve the matter before pursuing legal action.
Final checklist for cancelling Loox in south africa
Before you finalize your cancellation, use this checklist to ensure you have completed every necessary step and documented your cancellation properly. Yafee has helped thousands of South African merchants cancel subscription services without losing data or facing billing disputes-this checklist embodies those best practices.
| Action | Status | Due date |
|---|---|---|
| Identify subscription source (Shopify or direct Loox) | ☐ Complete | Immediately |
| Export all reviews, photos, and testimonial data | ☐ Complete | Within 24 hours |
| Submit cancellation request through correct platform | ☐ Complete | Within 24 hours |
| Retain cancellation confirmation email and screenshots | ☐ Complete | On receipt |
| Verify no charges appear on next invoice (30+ days post-cancellation) | ☐ Complete | 30 days after cancellation |
Cancelling Loox is a straightforward process when you follow these steps methodically and understand your consumer protection rights. Whether you are downgrading due to budget constraints, migrating to a competitor, or consolidating tools, your cancellation request must be honoured within the timeframes specified by South African consumer law. If you encounter resistance or continued billing, the National Credit Regulator and National Consumer Commission exist to enforce your rights at no cost. Yafee recommends reviewing your contract terms one final time before initiating cancellation to confirm any notice periods or exit fees, and always retain documentation of your cancellation request for at least 12 months. By following this guide, you protect your business, preserve your review data, and ensure a clean financial transition away from Loox.