Cancel Keeps: Step-by-Step Guide

How to cancel your Keeps subscription in australia: your complete guide

What Keeps is and why you might cancel

Keeps is a telehealth hair loss treatment service that delivers prescription medications directly to your door on a 90-day subscription cycle. The company pairs digital consultations with ongoing shipments of clinically proven treatments like finasteride and minoxidil. If you've decided to cancel, understanding your rights and the cancellation process is your first step toward a smooth exit-and Tocancel is here to guide you through it.

You might cancel because the treatment isn't producing visible results, the quarterly cost no longer fits your budget, side effects have developed, or you've found an alternative solution. Whatever your reason, Australian consumer law protects your right to cancel, and you deserve a process that's straightforward and transparent.

How the Keeps subscription model works

Keeps doesn't charge you monthly. Instead, the company bills you every 90 days when your next supply ships automatically. This quarterly billing rhythm means your account stays active until you specifically cancel, and charges arrive on the schedule tied to your original sign-up date, not a calendar month.

When you sign up, you receive a discounted introductory shipment (often covering the first 90 days at a promotional price), then subsequent shipments renew at the standard price. The subscription continues indefinitely unless you take action to stop it. Understanding this 90-day cycle is critical-delay your cancellation by even a few days, and you may trigger another unwanted charge.

Common reasons australian customers cancel Keeps

You might cancel after results plateau, budget constraints tighten, or you experience adverse reactions. Others discover that in-person pharmacy consultations now suit them better, or that competing treatments offer better value. Whatever your reason, your right to cancel is absolute and protected under Australian Consumer Law.

Your consumer rights under australian law

Australian consumer law gives you clear protections when cancelling a subscription service like Keeps.

Your legal position and what it means

Under the Australian Consumer Law (part of the Competition and Consumer Act 2010), you have the right to cancel most subscription services without penalty, provided you follow the correct process. The supplier must make cancellation easy and must not charge you for goods or services after your cancellation takes effect. If Keeps continues to charge you after you cancel, you can dispute those charges and claim a refund through the Australian Competition and Consumer Commission (ACCC).

This means Keeps cannot lock you into further charges once you've submitted a valid cancellation request. If your next refill is imminent (within 24 hours), you have the explicit right to cancel by phone before that charge is processed.

The ACCC and your enforcement options

If Keeps refuses to cancel your account, continues to charge you after cancellation, or makes the cancellation process deliberately difficult, you can lodge a complaint with the ACCC. The ACCC investigates unfair contract terms and misleading conduct. Tocancel recommends documenting all your cancellation attempts (emails, screenshots, call notes) before escalating to the ACCC-this evidence strengthens your case.

Your legal position is strong: the law is on your side, and the ACCC enforces it actively.

Keeps subscription plans and pricing

Understanding what you're paying for helps you decide whether cancellation is the right move-and ensures you're not charged unexpectedly.

Current treatment options and australian costs

Keeps offers three core treatment paths, each delivered as a 90-day supply. Pricing varies depending on which treatment you select and any active promotions. Below is an approximate pricing guide converted to Australian dollars.

Why the 90-day billing cycle matters for cancellation

Because Keeps bills quarterly rather than monthly, each charge is substantially larger than a typical monthly subscription. This means you must track your refill date carefully and cancel well before that quarterly charge is processed. If your next refill falls within 24 hours of your cancellation request, Keeps requires you to phone customer support directly at (551) 290-3248 (EST time zone) to stop the charge in time.

Delaying your cancellation decision by even a few days could lock you into another full 90-day charge-which is why acting promptly once you've decided to cancel is essential.

How to cancel your Keeps subscription step by step

Cancelling Keeps is straightforward if you follow the correct sequence and timing.

The three methods to cancel Keeps

Keeps gives you three ways to cancel: through your online account portal, by phone, or by email. The method you choose depends on how urgently you need to stop your next charge.

Method 1: cancel online (quickest for most customers)

1. Visit the Keeps website and log in to your account using your email and password.
   • If you've forgotten your password, use the "Forgot password?" link and follow the email reset process.
2. Navigate to your account settings or subscription management section.
   • Look for tabs or links labeled "Subscription," "Billing," "My Orders," or "Account Settings."
3. Locate the cancellation option and review any final details about your account status.
   • Keeps will typically confirm your next refill date and show you the cancellation summary.
4. Confirm your cancellation by clicking the final "Cancel subscription" button.
   • You should receive an immediate on-screen confirmation and a confirmation email within a few minutes.
5. Save or screenshot your confirmation for your records.
   • This proof protects you if Keeps disputes your cancellation later.

Method 2: cancel by phone (safest if your refill is within 24 hours)

1. Call Keeps customer support at (551) 290-3248 during business hours (Monday to Sunday, 10am-6pm EST).
   • Convert to Australian Eastern Time: if it's currently 8pm-midnight in Australia, call the next day.
2. Provide your account email and confirm your identity when prompted.
   • The agent may ask for your name, date of birth, or last four digits of your payment method.
3. State clearly: "I want to cancel my subscription effective immediately."
   • Specify that you do not want any further shipments or charges.
4. Ask the agent for a cancellation confirmation number and email confirmation.
   • Write down the confirmation number and the agent's name and time of call.
5. Confirm in writing by sending an email to [email protected] referencing the call.
   • Example: "On [date] at [time], I spoke with [agent name] and cancelled my subscription. Confirmation number: [number]. Please confirm receipt."

Method 3: cancel by email (creates a written trail)

1. Send an email to [email protected] with the subject line: "Subscription Cancellation Request."
   • Use a clear, direct subject line so your request doesn't get lost.
2. Include your full name, account email, and the exact date and time you want cancellation to take effect.
   • Example: "Please cancel my subscription effective [today's date] with no further charges or shipments."
3. Ask for a written confirmation of cancellation and the effective date.
   • Specify: "Please reply to confirm my cancellation has been processed."
4. Send from the email address linked to your Keeps account to verify your identity.
   • This makes it harder for Keeps to claim they couldn't identify you.
5. Save the email receipt and any response you receive.
   • This written record protects you if a dispute arises later.

Timing your cancellation to avoid unwanted charges

The timing of your cancellation request directly determines whether you'll be charged again or not.

Cancel well before your refill date

Identify your next refill date by logging into your Keeps account or checking your last confirmation email. Once you know this date, cancel at least 2-3 days beforehand to give Keeps time to process your request and stop the automatic charge. This buffer protects you if Keeps experiences processing delays.

If your refill is within 24 hours

Call Keeps directly at (551) 290-3248 as soon as possible. Phone cancellation is your fastest option when time is tight. Explain that your refill is imminent and that you need immediate confirmation of cancellation. Ask for a confirmation number before you hang up. If you call outside business hours (10am-6pm EST, Monday to Sunday), send a follow-up email to [email protected] immediately upon opening, referencing your intention to cancel and requesting they honour your cancellation request retroactively if needed.

After your refill date

If you're charged after you cancel, contact Tocancel and Keeps support immediately. You have the right to dispute the charge with your bank or card provider under Australian chargeback rules. Document the charge, your cancellation request, and any confirmation you received. The ACCC can assist if Keeps refuses to refund you.

Refunds and what to expect after cancellation

Understanding refund rights after cancellation helps you recover any money you're owed.

Will you receive a refund?

You are entitled to a refund if Keeps charges you after your cancellation request is confirmed. If your cancellation takes effect before a scheduled charge, no further charges should occur. However, if a charge posts after you cancel, contact Keeps immediately and request a full refund of that unauthorized charge.

If Keeps refuses to refund you, you can dispute the charge with your bank (this is called a chargeback), lodge a complaint with the ACCC, or seek advice from the Financial Ombudsman Service. Tocancel recommends providing your bank with copies of your cancellation confirmation and all related correspondence.

Timeframe for refund processing

Most banks process refund reversals within 5-10 business days once the dispute is initiated. If Keeps processes a refund directly, expect it to appear in your account within 7-14 business days. Check your bank statement regularly to confirm the refund has been received.

What happens to your medications after cancellation

After your cancellation is confirmed, Keeps will not send any further shipments. If a shipment has already left the warehouse before your cancellation was processed, you can refuse delivery or return it unopened for a refund. Contact [email protected] if you receive an unordered package after cancellation.

Common mistakes when cancelling Keeps

Cancellation mistakes can leave you exposed to unwanted charges and frustration. Here are the traps to avoid.

Relying on online cancellation alone without written confirmation

If you cancel through the online portal, screenshot your confirmation page and also send a follow-up email to [email protected] stating your cancellation is complete. This dual-track approach creates a paper trail that protects you if Keeps later claims they never received your request.

Assuming cancellation is instant

Online cancellation may not take effect immediately across all payment systems. Always allow 2-3 business days for the system to synchronise before your next refill date. If you're cutting it too close, phone instead of relying on email or the portal.

Forgetting to check your account after cancellation

Log back into your Keeps account 1-2 days after cancellation to verify your subscription status shows as "Cancelled" or "Inactive." If it still shows "Active," contact support immediately. Do not wait for an unwanted charge to discover the cancellation didn't go through.

Ignoring charges after cancellation

If a charge appears on your statement after you cancel, act within 30 days. Contact your bank to dispute it and file a complaint with the ACCC simultaneously. The sooner you act, the stronger your case.

Not documenting your cancellation attempts

Keep copies of all emails, call notes (including the date, time, agent name, and confirmation number), screenshots of account pages, and bank statements showing charges. Tocancel recommends creating a cancellation folder on your computer or phone where you store these documents. This evidence is invaluable if you need to escalate to the ACCC or your bank.

After cancellation: what to do next

Cancelling your Keeps subscription is just the first step. Here's what to do immediately after.

Verify your subscription is truly cancelled

Within 2 business days, log back into your Keeps account and confirm your subscription status displays as "Cancelled," "Inactive," or "Terminated." If the status is ambiguous or still shows "Active," email [email protected] and ask for written confirmation of your cancellation date and effective date. Do not assume the cancellation is complete until you see definitive proof in your account.

Monitor your bank statement

Watch your credit card or bank account for the next 30 days to ensure no further charges from Keeps appear. If you see a charge, report it as unauthorized to your bank within 30 days of the statement date. Australian banks are required to investigate and reverse unauthorised charges under the ePayments Code.

Delete payment information (optional)

If you want to prevent any future accidental charges, you can remove your saved payment method from your Keeps account after cancellation. This is not required but adds an extra layer of protection if Keeps' system experiences a glitch.

Request data deletion (optional)

If you want Keeps to delete your personal data after cancellation, you can submit a privacy request under the Privacy Act 1988. Email [email protected] and request that your data be deleted. Keeps must respond within 30 days.

Comparison: Keeps vs. other hair loss services

If you're cancelling Keeps because you've found an alternative, here's how it compares to similar Australian services on key factors.

Common questions about cancelling Keeps in australia

Do i need a reason to cancel?

No. Australian Consumer Law does not require you to provide a reason for cancellation. You can cancel at any time, for any reason, and Keeps cannot refuse your cancellation or demand an explanation. Simply state your intention to cancel and follow the process.

Can Keeps charge me a cancellation fee?

No. Under Australian Consumer Law, Keeps cannot charge you a penalty or cancellation fee. Your only obligation is to allow a reasonable time for the cancellation to process. If Keeps charges a cancellation fee, report it to the ACCC-this is an unfair contract term.

Will cancellation affect my medical record?

Cancelling your Keeps subscription does not delete your medical records or consultation history. Keeps is required to retain these records for legal and privacy compliance reasons. Your medical data is separate from your subscription status.

What if Keeps refuses to cancel my account?

If Keeps denies your cancellation request or continues to charge you after you cancel, lodge a complaint with the ACCC. You can also contact the Financial Ombudsman Service if the issue involves billing disputes. Tocancel recommends documenting every cancellation attempt and keeping copies of all correspondence.

Can i reactivate my subscription later?

Yes. Most telehealth services, including Keeps, allow you to restart a cancelled subscription if you change your mind. Simply log in and follow the reactivation process. You'll likely receive a new introductory offer. However, you cannot reactivate to recover a charge that was already processed after cancellation-only a refund dispute can recover that money.

Your cancellation checklist

Use this step-by-step checklist to ensure your Keeps cancellation is complete and protected.

If Keeps still won't cancel: escalation options

If standard cancellation methods fail, Tocancel recommends a structured escalation approach.

Step 1: written escalation to Keeps management

Send a formal email to [email protected] with the subject: "Formal Cancellation Request and Escalation." Include all previous cancellation attempts, confirmation numbers, dates, and times. State clearly: "I am formally requesting immediate cancellation of my subscription. If this request is not honoured within 3 business days, I will file a complaint with the ACCC and dispute all charges with my bank." Keep a copy for your records.

Step 2: lodge a complaint with the ACCC

Visit the ACCC website (accc.gov.au) and file a formal complaint about Keeps. Include your cancellation attempts, confirmation details, any unwanted charges, and Keeps' response. The ACCC investigates unfair contract terms and misleading billing practices. Your complaint creates an official record and signals to Keeps that you're serious.

Step 3: dispute the charge with your bank

Contact your bank and dispute any charges that occurred after your cancellation request. Provide your bank with copies of your cancellation confirmation and the ACCC complaint reference. Under the ePayments Code, Australian banks must investigate disputes within 30 days and are likely to reverse the charges if you can prove you cancelled.

Step 4: contact the financial ombudsman service

If your bank doesn't resolve the dispute within 30 days, or if Keeps is an AFCA (Australian Financial Complaints Authority) member, lodge a complaint with AFCA. The ombudsman can order Keeps to refund you and pay compensation for the inconvenience.

Final summary: taking control of your cancellation

Cancelling your Keeps subscription is your right under Australian Consumer Law, and the process is straightforward if you act strategically. Identify your refill date, cancel at least 2-3 days before, and document everything. Whether you cancel online, by phone, or by email, keep copies of your confirmation. Monitor your bank statement for 30 days, and if an unwanted charge appears, dispute it immediately with your bank.

If Keeps resists your cancellation, escalate through the ACCC and your bank. You have powerful legal protections behind you. Tocancel has helped thousands of consumers cancel subscriptions and recover unauthorised charges-and we're here to guide you too. Document your steps, stay organised, and remember: your rights are clear, enforceable, and backed by Australian law.

For additional support with your cancellation or to report unfair billing practices, visit Tocancel.com today. We provide step-by-step guidance on cancelling hundreds of services across Australia. Tocancel empowers you to take control of your subscriptions and protect your money.

Contact details

Keeps customer support: [email protected] | (551) 290-3248 (Monday-Sunday, 10am-6pm EST)

Australian Consumer Law enforcement: Australian Competition and Consumer Commission (ACCC) | accc.gov.au

Financial complaints: Australian Financial Complaints Authority (AFCA) | afca.org.au

Bank dispute support: Contact your bank's dispute resolution team directly.