Cancellation & Refunds

Loom’s £19.99 annual membership renews automatically unless you switch off auto-renewal before the renewal payment. Use “Stop renewing” in your account. If you cannot access your account or need help, email hello@loomancestry.com.

Turning off renewal stops future renewal payments. Your access and monitoring continue until your paid-through date, unless you request deletion or a full refund ends the membership. Turning off renewal does not itself generate a refund.

Request a full refund within 14 days of an initial purchase or an annual renewal. The refund is the full amount you paid for that purchase or renewal, including where you used a discount.

This policy applies even if you have uploaded a family tree or monitoring has begun. You do not need to give a reason. It is in addition to your statutory rights, not a replacement for them.

Email hello@loomancestry.com stating that you want a refund, with your account email and the purchase or renewal date. A request sent within the 14-day window remains within the policy even if Loom responds later. Do not include card details, your password or your family tree.

A full refund ends access for the refunded membership. A refund request is handled through support; there is no automatic refund button in Loom.

For a service purchased online, UK consumers will generally have a statutory right to cancel within 14 days after the contract is made. How that right applies depends on the nature of the contract and any valid request to start the service during the cancellation period.

Statutory cancellation is separate from switching off annual renewal. Statutory rules about early service performance, proportional charges and cancellation information do not reduce the full refund offered by Loom’s voluntary 14-day policy.

You may also have rights where a service is not supplied as agreed or with reasonable care and skill. Those rights can apply outside the voluntary refund window. Nothing in this policy restricts them.

To exercise a cancellation right, email Loom with a clear statement that you wish to cancel. You do not need to use the suggested wording below.

“I give notice that I wish to cancel my Loom Ancestry membership. My account email is [email]. I purchased or renewed on [date]. My name is [name].”

The voluntary 14-day policy does not promise a refund outside that window. You can still stop future renewal, contact Loom about a service problem, or exercise any statutory remedy that applies.

An account-deletion request stops monitoring straight away and schedules permanent deletion after a 30-day recovery period. You can cancel that request before permanent deletion begins. Account deletion is not a refund request.

For data retention and rights requests, read the Privacy Notice. Contact Loom if you want both a refund and deletion.