Loom refund policy
Loom states a refund policy with no set window, and you cancel in your own settings.
Loom refunds and cancellation
Ordinary · checked Oct 18, 2026
Loom's billing policy says it three times over: cancel, downgrade a seat or deactivate someone, and no prorated refund is coming. What you keep is the time you paid for, and you end the plan yourself without writing to anyone. No money back but an unlocked door is the ordinary deal, so a C. Deactivating a member is the sharp edge: their access stops that day and the rest of their month is gone.
- Refund window
- No set window
- How you cancel
- Yourself, in settings
- Getting your money back
The billing policy's refund section says that cancelling an annual or monthly subscription takes effect at the next renewal date, that you keep full access for the rest of the current period, and that no prorated refund is issued for that time. Downgrading a member works the same way. Deactivating or deleting a member takes effect at once, all unused time is forfeited and no prorated refund is given.
Stated on support.atlassian.com- How to cancel Loom
How you cancel depends on whether the account is managed by Atlassian or by Loom's legacy system. On Atlassian billing, only billing or organisation admins can do it, through the Atlassian Administration hub under Billing, then Subscriptions. On a legacy account, a workspace admin opens Workspace Settings, then Plan and Billing, then Manage Subscription, and picks Downgrade to Starter. Enterprise goes through sales.
- Open the Atlassian Admin portal from the left sidebar and select Billing
- Select Subscriptions, find the Loom subscription and select Manage
- Select Manage for the right entitlement, then open the Loom subscription
- Open the subscription's menu and select Deactivate
- Choose a reason for cancelling and select Continue
- Choose to continue cancelling rather than downgrade to the Starter free plan
- Select Cancel subscription and note the cancellation date on the confirmation
- What you keep afterwards
The workspace drops to the free Starter plan. Recordings are capped at five minutes and the workspace at 25 videos and screenshots: Loom says it deletes nothing above that, you simply cannot record more until you prune or upgrade. Engagement insights and custom branding go, single sign-on is switched off, existing spaces stay but new ones cannot be made, and every member drops to a Creator Lite role.
Stated on support.atlassian.com- Renewals
The billing policy says the card on file is charged automatically at the start of every billing period, monthly or yearly, and that admins are emailed if a payment fails. Seats added mid-period are prorated and billed in the next cycle, which Loom says is why a charge can land on the day you cancel. No page read mentions a reminder before a renewal.
Stated on support.atlassian.com
In your favour
- You cancel yourself, with no notice period and nobody to talk out of it.
- Paid features run to the end of the period you already paid for.
- Videos over the free plan's 25 are not deleted, just frozen until you upgrade or prune.
- Loom sets its billing rules out with worked examples rather than leaving them to the terms.
Watch out for
- No prorated refund on cancelling, and Loom says so in as many words.
- Deactivate a member and their access stops that day with the rest of the month forfeited.
- A seat you added mid-cycle can be billed on the very day you cancel.
- Single sign-on is switched off when you drop to Starter, so logins need rearranging.
Getting help from Loom
Ordinary · checked Oct 18, 2026
Pay for Loom and you get priority support, with a dedicated contact and an account manager if you buy Enterprise. The pricing table leaves the support row empty for the free Starter plan. Nowhere does Loom say when anyone is at their desk or how quickly they reply, and the contact page wanted our reader to sign in before it would show anything. Documentation and a busy forum fill the gap, which lands it on a C.
Ways to get help
Contact form or ticket
Atlassian's contact page is the route for raising a support request on the web. It sent our reader to an Atlassian account sign-in page rather than a form, so what it asks for could not be read.
Stated on support.atlassian.comHelp inside the app
On the mobile app you open the Videos tab, tap the gear icon, and either read the help articles or, on iOS, tap the writing icon to submit a support request. On Android the same screen prompts you to send an email instead.
Stated on support.atlassian.comHelp centre
Atlassian hosts Loom's documentation, covering recording, sharing, workspace administration, plans and billing, integrations and troubleshooting. It is open to anyone without signing in and each article ends with a feedback form.
Stated on support.atlassian.comCommunity or forum
The Atlassian Community has public Loom forums where customers ask questions and post articles. Every help page ends by pointing there with an Ask the Community link.
Stated on community.atlassian.com
Not listed on Loom’s pages: live chat, phone.
- When people answer
Its pages do not say.
- How fast it says it replies
Its pages do not say.
- What depends on your plan
The pricing table leaves the support row blank for Starter and marks it included on Business, Business + AI and Enterprise. Business and Business + AI list priority support; Enterprise adds dedicated support, a dedicated account manager and custom onboarding and education. No response time is attached to any of them.
Stated on loom.com
In your favour
- Priority support is included on both paid Business plans, not held back for Enterprise.
- Enterprise buyers get a named account manager and custom onboarding.
- The documentation is open to everyone and unusually specific about billing.
- Mobile problems have their own route from inside the app.
Watch out for
- The pricing table's support row is blank for the free Starter plan.
- No page states support hours, a time zone or a target reply time.
- There is no live chat and no phone line anywhere on the pages read.
- The web contact page asks you to sign in before it will show you anything.
What these two grades rest on. Read on 18 October 2026: Loom's billing FAQ, its billing policy for paid plans with the refund and cancellation sections, the downgrade-or-cancel article, the Starter plan FAQ and the mobile support article on Atlassian's support site, plus the support rows of Loom's pricing page and the Atlassian Community. Atlassian's contact page asked our reader to sign in. Nobody here cancelled a plan or wrote to support. They are graded apart from the five that make the GPA. How we grade refunds and support.
Loom refund and cancellation questions
Does Loom give refunds?
The billing policy's refund section says that cancelling an annual or monthly subscription takes effect at the next renewal date, that you keep full access for the rest of the current period, and that no prorated refund is issued for that time. Downgrading a member works the same way. Deactivating or deleting a member takes effect at once, all unused time is forfeited and no prorated refund is given. This is Loom's own policy, as read on Oct 18, 2026.
How do I cancel Loom?
How you cancel depends on whether the account is managed by Atlassian or by Loom's legacy system. On Atlassian billing, only billing or organisation admins can do it, through the Atlassian Administration hub under Billing, then Subscriptions. On a legacy account, a workspace admin opens Workspace Settings, then Plan and Billing, then Manage Subscription, and picks Downgrade to Starter. Enterprise goes through sales. The steps its help page gives: 1. Open the Atlassian Admin portal from the left sidebar and select Billing. 2. Select Subscriptions, find the Loom subscription and select Manage. 3. Select Manage for the right entitlement, then open the Loom subscription. 4. Open the subscription's menu and select Deactivate. 5. Choose a reason for cancelling and select Continue. 6. Choose to continue cancelling rather than downgrade to the Starter free plan. 7. Select Cancel subscription and note the cancellation date on the confirmation.
What happens to my data if I cancel Loom?
The workspace drops to the free Starter plan. Recordings are capped at five minutes and the workspace at 25 videos and screenshots: Loom says it deletes nothing above that, you simply cannot record more until you prune or upgrade. Engagement insights and custom branding go, single sign-on is switched off, existing spaces stay but new ones cannot be made, and every member drops to a Creator Lite role.
How do I contact Loom support?
Loom's pages list these ways to get help: contact form or ticket, help inside the app, help centre and community or forum. No live chat or phone was listed, as read on Oct 18, 2026.
Does Loom renew automatically?
The billing policy says the card on file is charged automatically at the start of every billing period, monthly or yearly, and that admins are emailed if a payment fails. Seats added mid-period are prorated and billed in the next cycle, which Loom says is why a charge can land on the day you cancel. No page read mentions a reminder before a renewal.
Can I try Loom before paying?
Yes. 14-day free trial of Business + AI; the workspace drops to the free Starter plan afterwards. Trying first is the surest way to avoid needing a refund.
Before paying for a year, check what Loom costs month to month on its pricing page. We read these policies; we haven’t asked Loom for a refund or contacted its support.
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