Cancellation and Refunds

How cancellation works

Each business has its own monthly subscription. To cancel one, open the business, go to Settings, choose Manage subscription, and cancel in the Stripe customer portal. You can also ask us by email.

The subscription stays active until the end of the current paid month, the renewal date shown in the portal. On that date it ends and you are not charged again. Until then everything keeps working, including scheduled enquiries, reminders, follow-ups and the monthly report.

What happens on the renewal date

From the renewal date the business stops sending: no enquiries, reminders or follow-up emails go out, enquiries that were queued for a later day are not sent, and the API returns a "billing inactive" error for that business. Your dashboard, customer list, answers and private feedback remain visible and exportable, and team members keep read access. You can resubscribe at any time from Settings; sending resumes immediately.

Changing your mind

If you cancel and then change your mind before the renewal date, reactivate the subscription in the customer portal. Nothing is lost and there is no new charge until the normal renewal.

Refunds

Because a cancelled subscription runs until the end of the paid period, we do not refund the unused part of a month. We do refund in full if you were charged in error, if we were unable to provide the Service for most of a billing period because of a fault on our side, or where the law that applies to you requires it. Write to us within 30 days of the charge.

White-label

White-label is one account-level subscription covering all your businesses. Cancel it in the portal and it ends on its renewal date; Loops branding returns to your emails and pages from that day.

Included businesses (from the 11th)

Businesses included under the ten-business cap have no subscription of their own and nothing to cancel; delete them, or leave them. If you cancel one of your ten paid subscriptions, the oldest included business is moved into that paid seat on the renewal date and billed $20 per month with your card on file. If no card is on file or the payment fails, that business is paused until you subscribe it from its Settings page.

Deleting a business or your account

Deleting a business cancels its subscription immediately and permanently deletes its data. You will not be charged again for it, and, because deletion is your choice, no refund is made for the remaining days.