Cancel Keeps: Step-by-Step Guide

How to cancel Keeps in new zealand and protect your consumer rights

What is Keeps and how it operates in new zealand

Keeps is a direct-to-consumer hair-loss treatment service that delivers prescription medications and over-the-counter products to your door through recurring subscriptions. You complete an online consultation, receive a personalised treatment plan, and receive scheduled shipments of medications such as minoxidil and finasteride tailored to your specific needs.

In New Zealand, you manage your entire subscription through your Keeps.com account. The company operates locally as My Keeps Ltd, with a postal address in Albany, Auckland. Your subscription renews on a schedule you set during sign-up, typically every three months, and each billing cycle charges your payment method before triggering a shipment. Tocancel has created this guide to walk you through every step of cancelling your subscription with confidence and clarity.

How Keeps subscriptions work in practice

When you join Keeps, you set your renewal frequency during initial setup. Most New Zealand customers select quarterly (three-monthly) renewals, though you can adjust this interval through your account dashboard. Your subscription automatically charges your registered payment method and dispatches your order within days of each billing date.

You retain full control of your subscription timing and can pause, adjust, or cancel whenever your circumstances change or your treatment needs shift.

Timing matters when you cancel

Keeps processes shipments in the final 24 hours before your next delivery date. If your refill date arrives tomorrow and you cancel online today, your order may still dispatch. Therefore, if your next order is within 24 hours, contact Keeps support immediately by phone to prevent an unwanted charge and shipment.

Knowing your renewal date and acting quickly can save you both money and the hassle of returning an unwanted package.

Why you might want to cancel Keeps

Your reasons for cancelling Keeps are entirely valid, and your health and financial wellbeing come first.

Common reasons new zealand customers cancel

• Treatment results do not match your expectations or timelines
• Side effects develop or worsen over time
• Subscription costs accumulate faster than your budget allows
• Your dermatologist or doctor recommends stopping treatment
• Your life circumstances change and ongoing commitment no longer suits you
• You prefer purchasing treatments through a local pharmacy instead
• You have found an alternative hair-loss solution that works better

Whether your reason is medical, financial, or personal, Tocancel is here to help you exit cleanly without confusion, hidden charges, or unnecessary obstacles.

Your consumer rights under new zealand law

Before you cancel, understand what the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 mean for you as a New Zealand consumer.

Your legal position as a Keeps customer

Under the Consumer Guarantees Act, goods and services supplied to you must be of acceptable quality and fit for purpose. If Keeps fails to provide the service as advertised, continues charging after you cancel, or refuses to process your cancellation, you have legal grounds to dispute the charges through the Commerce Commission or seek a chargeback from your bank.

This means if Keeps does not honour your cancellation request or continues billing after you submit a valid cancellation, you can escalate the dispute to the Commerce Commission, New Zealand's consumer protection authority.

Your right to cancel without penalty

You have the right to cancel a subscription service without penalty, provided you follow the cancellation procedure set out in your service agreement. Keeps cannot charge you early termination fees, lock-in penalties, or demand payment for future shipments once you cancel.

If Keeps attempts to charge you after your cancellation date, you have the right to dispute those charges through your bank's dispute resolution process.

Cancellation methods: which option suits your situation

Keeps offers three main ways to cancel, and your choice depends on your account setup, urgency, and whether you encounter any obstacles.

Online cancellation via keeps.com (fastest option)

This is the primary and recommended cancellation route and processes immediately when you confirm your request. You retain full access to your account history, past orders, and prescription records after cancellation, which you may need for your medical records or if you switch to another provider.

Online cancellation leaves you with an email confirmation that you can keep for your records and dispute evidence if needed.

Phone cancellation with Keeps customer support

Call Keeps directly if your next refill ships within 24 hours, if you encounter technical issues on the website, or if you prefer to speak with a representative. A phone cancellation also gives you the opportunity to ask about pausing your subscription rather than cancelling, should you wish to revisit treatment later without losing your account data.

Take notes during the phone call, including the support representative's name, the date and time of your call, and any confirmation number you receive.

Email cancellation for disputes or escalation

If standard cancellation fails, billing continues after you cancel, or you receive an unwanted shipment, email My Keeps Ltd at their New Zealand office address. Tocancel recommends sending a clear, dated cancellation request and following up with screenshots of your cancellation confirmation, account screenshots, or any payment disputes.

Email provides a written record that proves you submitted your cancellation request, which strengthens your position if you need to dispute charges later.

How to cancel Keeps in new zealand: step-by-step instructions

Follow these instructions carefully to ensure your cancellation processes correctly on the first attempt.

Cancelling via the Keeps website

1. Open your web browser and visit Keeps.com
2. Sign in using your registered email address and password
   • If you have forgotten your password, click "Forgot password?" and follow the email link to reset
3. Navigate to your account settings or subscription dashboard
   • Look for tabs labelled "Subscription," "My subscription," "Account," or "Billing"
4. Locate the "Cancel subscription" button or link
   • This typically appears as a prominent option near your subscription details and renewal date
5. Click the cancellation button and review the confirmation message
   • Keeps may offer a pause option or a discount to keep you as a customer-decline if you wish to cancel
6. Confirm your cancellation by clicking the final "Confirm cancellation" or "Yes, cancel" button
7. Take a screenshot of the confirmation page showing your cancellation date and reference number
8. Check your email for a cancellation confirmation message from Keeps within minutes

Your subscription ends on the date stated in your confirmation, and you will not be charged for future shipments.

Cancelling by phone

1. Locate Keeps customer support contact details through their website or your account page
2. Call Keeps during their business hours (allow time for international call delays if dialling from New Zealand)
3. Provide your full name, email address, and account number when prompted
4. State clearly: "I want to cancel my subscription effective immediately"
   • Do not leave room for ambiguity; use the word "cancel," not "pause" or "stop for now"
5. Listen carefully as the representative reads back your cancellation details
6. Ask for a confirmation number and the exact cancellation effective date
7. Write down the representative's name, call date, and time, plus the confirmation number
8. Request that a cancellation confirmation email be sent to you immediately

Follow up with an email within one hour summarising the conversation and confirming the cancellation date you discussed.

Cancelling by email

1. Open your email client and compose a new message to My Keeps Ltd's support address
   • Use a clear subject line such as "Subscription cancellation request - [Your Name]"
2. Include the following information in your email:
   • Your full name
   • Your registered email address on the Keeps account
   • Your account number (if you have it)
   • A clear statement: "I request cancellation of my Keeps subscription effective immediately"
   • Your preferred cancellation date
   • A request for written confirmation of your cancellation
3. Send the email and request a read receipt
4. Keep a copy of the email you sent for your records
5. Wait for a cancellation confirmation response within 2-3 business days

If you do not receive a confirmation within 3 business days, send a follow-up email and consider escalating to the Commerce Commission.

Refunds and final billing after cancellation

Understanding what happens to your money and final charges prevents surprises after you cancel.

What you can expect regarding refunds

Keeps does not charge you for any period after your cancellation effective date. If your cancellation occurs before a scheduled billing date, you will not be charged for that cycle. If you have already paid for a future shipment that has not yet dispatched, contact Keeps support to request a refund or credit.

Most refund requests take 5 to 10 business days to process, and your bank will credit the funds to your original payment method.

Disputing unauthorised charges

If Keeps continues to charge you after your cancellation date, contact your bank or credit card provider immediately and request a chargeback or dispute. Provide your bank with copies of your cancellation confirmation email and screenshots of the disputed charges.

Your bank has the authority to reverse fraudulent or unauthorised charges on your account, and Keeps cannot prevent this process.

What happens after your cancellation

Taking the right steps after you cancel ensures a smooth exit and protects you from future unwanted charges.

After you have submitted your cancellation

Monitor your email for a cancellation confirmation from Keeps within 24 hours. Check your account dashboard one week later to confirm your subscription no longer appears as active. Review your bank statements 2 weeks after cancellation to ensure no further charges appear.

If you receive a shipment after your cancellation date, refuse delivery or contact Keeps immediately to arrange a return and credit.

Keeping your records safe

Save all cancellation-related emails, screenshots, and confirmation numbers in a dedicated folder for at least 12 months. These records protect you if you need to dispute charges or file a complaint with the Commerce Commission.

Tocancel recommends taking screenshots of your account dashboard showing the cancellation date and any confirmation messages that appear.

Common mistakes when cancelling Keeps

Many New Zealand customers accidentally delay their cancellation or overlook critical steps, which can result in unwanted charges and frustration. Learning from these mistakes now can save you time and money.

Mistake 1: cancelling too close to your billing date

If you cancel within 24 hours of your scheduled renewal, Keeps may still process and ship your order. Check your renewal date first and cancel at least 48 hours before if possible. If you discover your shipment date is imminent, call Keeps support immediately rather than relying on online cancellation.

Mistake 2: assuming pause is the same as cancel

Pausing your subscription temporarily stops shipments but does not cancel your account. Your subscription will automatically resume after the pause period ends and charges will resume. If you want to exit completely, select cancel, not pause.

Mistake 3: not saving your confirmation

An email confirmation is your proof of cancellation. If you do not save it and Keeps later disputes that you cancelled, you have no evidence. Screenshot your confirmation page immediately and forward the confirmation email to yourself as a backup.

Mistake 4: ignoring follow-up charges

If Keeps charges you after your cancellation date, do not ignore the charge. Contact your bank within 30 days to dispute it. The longer you wait, the harder it becomes to recover your money.

Pricing overview: what Keeps costs in new zealand

Understanding Keeps' pricing structure helps you calculate your total spend and decide whether cancellation is the right choice.

Annual costs for a combination plan typically range from $520 to $720 per year, depending on your renewal frequency and any promotional discounts applied at sign-up.

When to keep your Keeps subscription versus when to cancel

Before you cancel, weigh the reasons for staying against the reasons for leaving so your decision aligns with your health and budget.

Reasons to continue your subscription

• Hair-loss treatment requires patience-most results appear between 3 and 6 months of consistent use
• Your dermatologist confirms the treatment is working and recommends continuing
• You have noticed early signs of improvement (less shedding, new growth) despite not seeing full results yet
• You do not have access to these medications through a local pharmacy without a separate expensive consultation
• Your budget allows for the cost and this aligns with your health priorities

Reasons to cancel

• You have used the treatment for 6 months or longer with no improvement or worsening hair loss
• Side effects (sexual dysfunction, scalp irritation, dizziness) are unacceptable or worsen over time
• Your doctor advises you to stop or switch to a different treatment
• The subscription cost no longer fits your budget and you cannot afford to continue
• You have found a more affordable or effective alternative through a local provider
• You have decided that hair-loss treatment is no longer your priority

Tocancel recommends discussing your treatment progress with your doctor before cancelling, as they can advise whether continuing for a few more months is likely to show results or whether discontinuing is medically appropriate.

Comparison: Keeps versus local new zealand alternatives

Consider how Keeps compares to other hair-loss treatment options available to you in New Zealand before finalising your decision to cancel.

If cost is your primary concern, purchasing minoxidil from a New Zealand pharmacy may be significantly cheaper than a Keeps subscription, though you sacrifice the convenience of recurring home delivery and the inclusion of prescription finasteride.

Contacting Keeps in new zealand: address and escalation

If Keeps does not respond to your cancellation request or disputes your claim, escalate your complaint to the appropriate authority.

Keeps customer support contact details

My Keeps Ltd operates in New Zealand with a registered address in Albany, Auckland. Most customer support queries are handled through the Keeps.com website or their automated email system. For urgent cancellations or billing disputes, call Keeps customer support using the phone number listed on your account page.

Escalating if Keeps refuses to cancel

If Keeps does not respond to your cancellation request, continues charging after you cancel, or disputes your entitlement to cancel, escalate your complaint to the Commerce Commission, New Zealand's consumer protection authority. The Commerce Commission investigates breaches of the Consumer Guarantees Act and Fair Trading Act and can order Keeps to refund your money if they have acted unlawfully.

File a complaint with the Commerce Commission at consumer.org.nz or contact them by phone at 0800 943 600. Include copies of your cancellation request, confirmation emails, account screenshots, and payment records.

Keeping your escalation evidence safe

Before escalating to the Commerce Commission, gather the following documents: your original cancellation request (email or screenshot of online form), Keeps' response or silence (screenshots), proof of charges after your cancellation date (bank statements), and any communication with Keeps customer support (call notes, emails, chat transcripts).

Tocancel recommends naming My Keeps Ltd in your Commerce Commission complaint and clearly stating the dates, amounts, and reason for each unauthorised charge.

Ensuring a clean exit and protecting yourself long-term

Once you have cancelled, follow these final steps to protect yourself from future unwanted charges and disputes.

Your cancellation checklist

• Confirm you have received a cancellation confirmation email from Keeps within 24 hours
• Take a screenshot of your account dashboard showing your subscription is no longer active
• Check your bank statement 2 weeks after cancellation to confirm no new charges appear
• If you receive a shipment after cancellation, refuse delivery or contact Keeps for a return label and refund
• Save all cancellation-related emails and screenshots in a dedicated folder for 12 months
• Monitor your email for any billing reminders or reactivation attempts from Keeps
• If unauthorised charges appear, contact your bank within 30 days to initiate a dispute

Your next step

Do not delay your cancellation if you have decided to exit. Log in to your Keeps account now, navigate to your subscription settings, and click "Cancel subscription" or call Keeps support if your renewal date is within 24 hours. Tocancel has helped thousands of New Zealand consumers cancel unwanted subscriptions cleanly and confidently, and your cancellation will be no different.

By following the steps outlined in this guide and understanding your consumer rights under the Consumer Guarantees Act, you protect yourself from hidden charges, ensure your account closes properly, and reclaim control of your health and spending. Act today, save your confirmation, and move forward with peace of mind.