Cancel Keeps: Step-by-Step Guide

How to cancel Keeps in the philippines without hidden charges

What Keeps is and why filipino users choose to cancel

Keeps is a subscription-based telehealth service that delivers prescription hair loss treatments directly to your address in the Philippines. You receive online consultations with licensed doctors and receive medications like finasteride and minoxidil on a monthly billing cycle. Many Filipino users initially sign up because Keeps eliminates long waits at dermatology clinics, but just as many cancel when monthly costs accumulate, delivery takes longer than expected, or the time zone gap (Keeps operates 8am-8pm EST) makes it hard to reach support during Philippine business hours.

At Tocancel, we understand that cancelling a subscription should be straightforward, not a maze of hidden fees and forgotten deadlines. This guide walks you through every step to cancel Keeps cleanly, explains your rights under Philippine law, and helps you avoid the common traps that lead to accidental recharges and unresolved billing disputes.

Why understanding your cancellation rights matters

Many Filipino subscribers lose money because they don't know the exact cancellation deadline, forget to confirm the request in writing, or don't realise they subscribed through a payment platform rather than directly through Keeps' website. Your first step is understanding what you owe, what Keeps owes you, and where to escalate if they ignore your cancellation request.

Knowing your legal position puts you in control-and Tocancel is here to translate consumer law into plain action steps.

Common reasons filipino users cancel Keeps

Cost is the primary driver. The full combination treatment plan reaches ₱3,000 per month, plus ₱280 shipping per shipment, totalling ₱3,280 for the first month and ₱36,000 annually. Many users also cancel after they don't see results within their expected timeframe, experience side effects, or find that medication delivery takes three to four weeks instead of the promised two weeks. Others cancel because Keeps' support team operates only during US business hours, making it difficult to resolve billing errors or medication concerns when you need them most.

Whatever your reason, you have the legal right to cancel without penalty under Philippine consumer law.

Your consumer rights under philippine law

The Philippines' Consumer Act of the Philippines (Republic Act No. 7394) is your legal foundation when you cancel any subscription service, including Keeps.

What republic act no. 7394 guarantees you

Under this law, Keeps must clearly disclose all recurring charges, billing dates, and cancellation procedures before you pay. The company cannot hide fees, make cancellation deliberately difficult, or continue charging you after you've submitted a valid written cancellation request. If you cancel within the legal timeframe and Keeps charges you again, you have the right to demand a full refund plus compensation for unauthorised charges.

Your legal position: You can cancel without penalty at any time, and Keeps must stop charging you within one to two billing cycles after you submit your request in writing.

What to do if Keeps ignores your cancellation

If Keeps continues charging you after you've cancelled in writing, file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Group. The DTI handles subscription disputes and can compel Keeps to refund unauthorised charges. You can also report the company to your bank or credit card issuer and request a chargeback if Keeps refuses to honour your cancellation.

Keep all written cancellation requests, email confirmations, and billing statements as evidence-these documents are your proof if you need to escalate to the DTI.

Keeps subscription pricing in the philippines

Understanding what you're actually paying helps you spot unexpected charges and ensures you cancel before the next billing cycle hits your account.

Breakdown of Keeps treatment plans and costs

Keeps pricing in the Philippines is displayed in PHP (₱) and varies by treatment combination and strength. Monthly charges range from ₱500 for minoxidil alone up to ₱3,000 for the full combination therapy. Every shipment incurs an additional shipping fee of approximately ₱280, which is sometimes not clearly itemised on your invoice.

Hidden charges and pricing changes

Before you cancel, review your last three billing statements. Keeps has been known to adjust pricing after you enrol, so your second month charge may differ significantly from your first. Some users report being charged twice in a single cycle or being invoiced for shipping even when delivery was delayed. Check whether you subscribed to a discounted starter plan that reverted to full pricing after your first or second month.

Record the exact amount Keeps charged you in each billing cycle-this information will help you calculate how much you should receive if you request a refund.

How to cancel Keeps: step-by-step methods

Keeps offers multiple ways to cancel, but each method carries different risks. Tocancel recommends always sending a written cancellation request to ensure you have proof of your request.

Method 1: cancel via your Keeps account dashboard

Log into your Keeps account on the website or mobile app and navigate to Account Settings or Subscription Management.

1. Visit keeps.com and log into your account with your email and password.
   • If you cannot remember your password, use the 'Forgot Password' link to reset it.
2. Click on 'Account' or 'My Subscription' in the top menu.
   • The exact label may vary depending on whether you're on desktop or mobile.
3. Locate your active subscription and click 'Manage Subscription' or 'Cancel Plan'.
   • Keeps will ask you why you want to cancel; answer truthfully but briefly.
4. Confirm the cancellation by clicking the final confirmation button.
   • Take a screenshot of the confirmation page immediately.
5. Send yourself and Keeps an email to confirm: write "I request cancellation of my Keeps account effective immediately. My account email is [your email]. Please confirm receipt of this cancellation request within 48 hours."
   • Send this email to the support address you find in your account dashboard.
   • Keep the email and any reply as proof.

Method 2: cancel via email (recommended by tocancel)

Email is the safest method because it creates a written record that holds up in a DTI complaint if Keeps disputes your cancellation date.

1. Locate Keeps' support email address by logging into your account or checking your last billing invoice.
   • The support email is usually listed in the footer of your account page.
2. Open a new email and write: "I am requesting immediate cancellation of my Keeps subscription. My account email is [your email address]. My registered phone number is [your phone number]. Please confirm within 48 hours that my subscription has been cancelled and no further charges will be applied. I request a written confirmation of this cancellation. Thank you."
   • Include your full name, account email, and phone number to make it impossible for Keeps to claim they didn't know which account to cancel.
3. Send the email and wait for a confirmation response.
   • If you don't hear back within 48 hours, send a follow-up email with the subject line "URGENT: Cancellation Confirmation Request for Account [your email]".
4. Screenshot or print the confirmation email when it arrives.
   • Save this in a folder labelled 'Keeps Cancellation' on your computer or phone.

Method 3: cancel through your payment method

If you subscribed through a credit card, debit card, or digital wallet, you can also cancel directly with your payment provider. This method works but should only be your backup if Keeps doesn't respond to email.

1. Contact your bank or credit card issuer's customer service.
   • Tell them: "I want to cancel a recurring payment to Keeps, a subscription service. My account identifier with them is [your Keeps account email]."
2. Ask your bank to either block future charges from Keeps or revoke payment authority to the merchant.
   • Your bank will either issue a new card or flag the merchant as cancelled.
3. Request a written confirmation from your bank that the recurring payment has been stopped.
   • Screenshot or save this confirmation.
4. Still send an email to Keeps confirming your cancellation request, even if you've already cancelled via your bank.
   • This protects you if Keeps disputes whether you cancelled properly.

What happens after you cancel Keeps

Cancellation doesn't always mean immediate results. Tocancel advises you to monitor your account and billing closely during the weeks after you submit your cancellation request.

Timeline: when the charges should stop

Keeps should stop charging you within one to two billing cycles after you submit your written cancellation request. Most subscriptions renew on a fixed date each month, so timing matters. If your billing date is the 15th and you cancel on the 20th, you may still be charged on the 15th of next month because the renewal already processed. In this case, contact Keeps immediately and request a refund for that unwanted charge.

Check your bank or credit card statement every 10 days during the first two months after cancellation to ensure no unexpected charges appear.

Refund eligibility and how to request one

You may be entitled to a refund if Keeps charged you after your cancellation date or if you paid for medication you never received. Republic Act No. 7394 states that consumers can claim refunds for services not delivered as advertised. If your shipment was delayed beyond the promised timeframe or if Keeps charged you after you cancelled, request a refund in writing.

Send an email to Keeps titled "Refund Request for Unauthorized Charge" and include your account email, the date you cancelled, the date of the unwanted charge, and the amount. Ask for a refund to be processed within 10 business days. If Keeps refuses, escalate your complaint to the DTI within 30 days of the charge.

Document every charge, cancellation request, and refund communication-this evidence is invaluable if you need to file a formal dispute.

Common mistakes when cancelling Keeps

Cancelling a subscription can feel stressful, especially when you're worried about being charged again. The mistakes below cost Filipino users hundreds of pesos every month. Avoid them by following the steps Tocancel recommends.

Mistake 1: cancelling only on the app, not in writing

If you cancel through the Keeps app but don't send a follow-up email, Keeps can claim there's no record of your cancellation. Always submit a written request via email, even if the app shows "cancellation confirmed." Screenshots of app screens are harder to prove in a dispute than timestamped emails.

Mistake 2: missing the billing cutoff date

Keeps bills you on a fixed date each month. If you cancel on the 16th and your billing date is the 15th, the system has already queued your next charge. When it processes, you'll be charged for another month. Cancel at least 5 days before your billing date to avoid this trap. If you've already been charged after your cancellation, request a refund immediately.

Mistake 3: forgetting to confirm cancellation with a follow-up email

Don't rely on Keeps to confirm your cancellation without asking. Always send a second email asking for written confirmation. This creates a paper trail. If Keeps stops responding, you can escalate to the DTI with evidence that you requested cancellation but the company failed to provide confirmation.

Mistake 4: not checking your billing statements for three months

Some users cancel Keeps and assume everything is fine, only to discover three months later that they've been charged four more times. Check your bank or credit card statement every 10 days for two months after cancellation. The sooner you spot an unwanted charge, the faster you can dispute it and recover your money.

Prevention is easier than fighting for a refund later-stay vigilant during the first two months after you cancel.

Keeps cancellation checklist

Use this checklist to ensure you've completed every step correctly and have all the documentation you need if a dispute arises.

Completing this checklist reduces the risk of accidental recharges and ensures you have proof of your cancellation if you need to escalate.

How to file a DTI complaint if Keeps refuses to cancel or refund

If Keeps ignores your cancellation request or continues charging you after cancellation, the Department of Trade and Industry (DTI) will investigate on your behalf and can compel the company to refund your money.

When to escalate to the DTI

File a DTI complaint if any of the following occurs: Keeps doesn't respond to your cancellation email within 5 business days, the company charges you after you've sent a written cancellation request, Keeps refuses to process a refund for an unauthorised charge, or the company makes cancellation deliberately difficult by blocking your account or ignoring your requests.

You can file your complaint online at the DTI website or in person at your regional DTI office. Bring copies of all emails, billing statements, and proof of your cancellation request. The DTI will contact Keeps and demand a response. In most cases, Keeps will comply within 30 days to avoid penalties.

Filing a DTI complaint is free and can recover your money-do not hesitate to use this option if Keeps ignores your legal rights.

Summary: taking control of your Keeps cancellation

Cancelling Keeps requires three key actions: submit a written request, monitor your billing, and escalate to the DTI if the company refuses to honour your cancellation. Philippine law is on your side-Republic Act No. 7394 gives you the right to cancel without penalty and demands that Keeps stop charging you within one to two billing cycles.

The difference between a clean cancellation and months of unwanted charges is simple documentation. Send your cancellation email, keep the confirmation, and check your statements regularly. If Keeps violates your rights, Tocancel and the DTI are here to help you recover your money and hold the company accountable.

For more support on cancelling subscriptions safely, Tocancel has helped thousands of Filipino consumers cancel services without hidden fees or surprise recharges. Visit Tocancel today to find step-by-step guides for any subscription service and learn your consumer rights under Philippine law.

Keeps contact information for cancellation requests

For cancellation and billing disputes, contact Keeps using the email address listed in your account dashboard or on your billing invoice. Include your full name, account email, phone number, and the exact date you want your subscription to end. Request written confirmation within 48 hours. If Keeps does not respond or refuses to cancel, file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Group at your nearest DTI regional office or online at www.dti.gov.ph.