Cancel Loom the easy way

Product overview

Loom is an asynchronous video messaging platform built for teams to record, edit and share screen and camera videos for demos, feedback, onboarding and customer support.

Who uses Loom

Loom targets teams across sales, engineering, customer support and design who need quick video explanations and recorded walkthroughs instead of synchronous meetings.

Company facts

For live pricing and plan details see the official Loom pricing page: Loom pricing.

Web cancellation (recommended first step)

1. Sign in to your Loom account at https://www.loom.com.
2. Open Settings then Billing or Team settings if you are an admin.
3. Locate your active subscription and choose Cancel or Manage Plan then Cancel.
4. Follow on-screen prompts to confirm cancellation; keep a screenshot of the confirmation and the timestamp.
5. If billed through Apple or Google, follow the App Store or Google Play steps below.

iOS cancellation via Apple

1. Open Settings on your iPhone and tap your Apple ID.
2. Tap Subscriptions, find Loom and tap Cancel Subscription.
3. Keep the Apple confirmation email as proof.

Android cancellation via Google Play

1. Open Google Play Store, tap your profile, then Payments and subscriptions.
2. Tap Subscriptions, select Loom and tap Cancel subscription.
3. Keep the Google Play confirmation email as proof.

Cancel by email

1. Send an email from the account that owns the Loom subscription to the administrator email on file. If you do not have that email, start with the help center via Loom pricing and support to locate support channels.
2. Include account name, registered email, subscription plan and clear statement: "Please cancel my Loom subscription."
3. Save a copy of the sent email and any reply.

Cancel by post (registered letter)

1. Draft a clear cancellation letter with the account holder name, registered email address and subscription details.
2. Send by registered post to: Loom, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the recorded delivery receipt; the letter is deemed given when received.

Moving abroad

If you move and Loom's service is not available where you relocate, contact Loom with proof of new address such as a utility bill, tenancy agreement or official ID. Loom's standard contract does not state automatic cancellation for relocation; submit a formal request and the supporting documents to the account administrator or by registered post to Loom, Crown Way, CF14 3UZ Cardiff, United Kingdom.

Applicable law: Consumer Rights Act 2015 for fairness of terms.

Price increase

If Loom increases the price of a subscription, your right depends on the contract. If the increase is a significant change to the service, you can treat it as a breach and terminate. Provide Loom with the notification of the price increase and your cancellation request. Keep the price increase notice from Loom and your cancellation confirmation.

Applicable law: Consumer Rights Act 2015.

Death of the subscriber

In the event of the subscriber's death, a representative should contact Loom and provide a copy of the death certificate and proof of authority (executor or administrator). Loom's contract provisions for this scenario are not publicly disclosed; use the registered postal address and keep all receipts.

Applicable law: not specifically legislated here; use common law evidence rules.

Legitimate grounds - material breach by Loom

Research shows that customers may terminate for material breach. The rule from Loom's terms: provide notice to Loom, allow 30 days to cure the breach; if Loom fails to cure, the customer may terminate and Loom will provide a prorated refund for the remainder of the subscription term.

Required proof: clear record of the breach, dated notices to Loom and the 30 day cure period documentation.

Applicable law: Consumer Rights Act 2015.

End of commitment

If your subscription term ends and you choose not to renew, you must cancel at least 60 days prior to renewal to avoid automatic renewal charges. Cancellation via account settings or registered letter is acceptable; keep confirmation or recorded delivery receipt.

Applicable law: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - cooling-off and clear terms: 2013 Regulations.

Cooling-off period (14 days)

For contracts concluded online, you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you cancel within 14 days you are entitled to a full refund unless you expressly agreed that the service would start immediately; in that case Loom may deduct for services already provided. To exercise the right, send a cancellation notice within 14 days and keep proof of sending.

Applicable law: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024 which reinforces cancellation rights at initial and renewal cooling-off periods: Digital Markets Act 2024.

Before you cancel - negotiate

Research found no publicly reported standard retention offers from Loom. If you want to keep the service for less, contact Loom billing via account settings or by support channels and request a discount or downgrade. Provide your account email, current plan and the specific request such as "downgrade to Starter" or "reduce to Business annual". Keep any written offer as proof before you accept.

What cancelling saves - concrete math

Use these actual Loom prices: Starter free at £0. Business is £18 per user per month or £180 per user per year. Business + AI is £24 per user per month or £240 per user per year.

Example calculations per user:

• Business monthly: 18 x 12 = £216 per year. Annual plan price: £180. Annual saving if you switch from monthly to annual: 216 - 180 = £36 per year.
• Business + AI monthly: 24 x 12 = £288 per year. Annual plan price: £240. Annual saving if you switch from monthly to annual: 288 - 240 = £48 per year.

Cheapest real alternative from the competitor list by annual price: Synthesia at £17 per user per month when billed annually (price shown in research). Annual equivalent: 17 x 12 = £204 per user per year. Switching from Loom Business + AI annual (£240) to Synthesia annual (£204) saves 240 - 204 = £36 per user per year.

Key UK consumer laws

The primary laws that protect UK consumers for Loom subscriptions are the Consumer Rights Act 2015 (services must be provided with reasonable care and skill) and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (14-day cooling-off right). The Digital Markets, Competition and Consumers Act 2024 adds cancellation protections for initial and renewal cooling-off periods. See the 2013 Regulations: Legislation 2013 and the 2024 Act: Digital Markets Act 2024.

Cooling-off and refunds

If you cancel within 14 days you are entitled to a full refund unless you explicitly agreed that service would start and accepted a deduction for services performed. Refunds should be processed without undue delay, normally within 14 days of cancellation. For more reader-friendly guidance see Which: Which on Consumer Contracts Regulations.

Escalation routes

If Loom refuses lawful cancellation or refund: complain to Loom first in writing, keep records, then seek help from Citizens Advice. For payment disputes, contact your card issuer for chargeback or Section 75 claim if conditions are met. The Competition and Markets Authority flags hard-to-cancel subscriptions and unclear auto-renewal as potentially unfair practices.

Access and final billing

After cancellation your account remains active until the end of the current billing cycle. There is no prorated refund for mid-cycle cancellations outside the statutory cooling-off period, according to available research. Keep the final invoice and cancellation confirmation for your records.

Data and re-activation

Request export of your videos and workspace data immediately after cancellation. Under the Data Protection Act 2018 you can request your personal data or portability; contact Loom with a subject access request if required. To re-activate later, sign in and pick a plan; billing resumes according to the chosen plan.

Use this checklist to make sure your Loom cancellation is complete and documented.

• Log into Loom and attempt cancellation in Settings - Billing; take a screenshot of the confirmation.
• If billed through Apple or Google, cancel via the App Store or Google Play and keep confirmation email.
• If you prefer written proof, send a registered letter to Loom, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the delivery receipt.
• Retain copies of any price change notices, breach notices, or support replies.
• Export or download your recorded videos and workspace data before access ends.
• If within 14 days of purchase, assert your cooling-off right and request a full refund in writing.
• If refund is refused unlawfully, escalate to Citizens Advice or your card issuer for chargeback/Section 75 where applicable.