Cancel Infusionsoft: The Right Way to Protect Your Data

How to cancel keap (formerly Infusionsoft) in the philippines and protect your data

Understanding what you are paying for with keap

Keap, the rebranded platform formerly known as Infusionsoft, is a subscription-based customer relationship management (CRM) system designed for small businesses that need marketing automation, sales workflows, contact management, and e-commerce capabilities in one integrated environment. Headquartered in Chandler, Arizona, Keap serves thousands of customers across the Philippines and globally.

When you subscribe to Keap, you are investing in contact management, email marketing automation, sales pipeline tracking, and integrated payment processing tools. Your plan tier determines how many contacts you can store, how many emails you send monthly, and how many team members access your account. This integration means your entire customer relationship infrastructure lives within the platform, making your cancellation and data export strategy critical before you submit a cancellation request.

What keap includes in your subscription

Your Keap subscription provides contact and lead management with unlimited customization, automated email sequences to nurture prospects, sales pipeline tracking with activity logging, and ecommerce checkout integration for direct sales. Additional features typically include SMS marketing capabilities, appointment scheduling, invoice generation, and reporting dashboards. The specific features available depend on your plan tier and any add-ons you have purchased.

This means when you cancel Keap, you lose access not just to the platform itself but to all the customer records, email templates, automation workflows, and sales data you have stored there. Therefore, you must export your critical business data before your cancellation takes effect.

How keap billing works for philippine users

Keap operates on an auto-renewal model where your subscription charges automatically on a monthly cycle unless you provide written cancellation notice. The platform does not currently advertise a free trial tier; most customers begin on paid plans immediately after signup. There is no published Philippines-specific billing address or payment method restriction, though billing occurs in Philippine Peso (PHP, ₱) for local users.

Support hours run Monday to Friday, 8:00 AM to 5:00 PM Mountain Standard Time (MST), which corresponds to late evening hours in Philippine Standard Time. This time-zone gap means responses may take 12 to 24 hours if you contact support during Philippine business hours. Plan your cancellation request at least 30 days before your renewal date to allow time for processing and to avoid unexpected charges.

Pricing breakdown for keap plans in the philippines

Your first step toward a smooth cancellation is understanding your current plan cost and renewal schedule.

Log into your Keap account and navigate to Billing & Account to verify your exact renewal date, current plan tier, and next charge amount. This information is essential when you contact Keap to cancel, as it proves your cancellation request is timely and prevents unwanted renewal charges.

When you should consider cancelling keap

Cancellation is the right choice when the platform no longer serves your business needs, budget, or operational priorities.

Common reasons to cancel keap

You should cancel if you have switched to a competitor platform that better fits your workflow, your business has downsized and no longer justifies the monthly cost, the platform lacks features your business now requires, or you are consolidating tools to reduce subscription expenses. Additionally, if customer support has been unresponsive to your issues or you are unhappy with recent feature changes or pricing increases, cancellation may be your best path forward.

Other users cancel because they realize Keap's learning curve is too steep for their team, they prefer simpler alternatives, or they have built a custom solution in-house and no longer need an external CRM. Whatever your reason, you have the right as a consumer in the Philippines to cancel any subscription service, and Keap must honor that request without penalty or pressure to stay.

When you might want to keep keap running

Keep your Keap subscription if your team actively uses automation workflows to save time, you rely on its email marketing and sales pipeline features to generate revenue, or you have invested significant effort into custom configurations and integrations that would take months to replicate elsewhere. If you are simply overwhelmed by the platform but have not explored all its training resources, consider reaching out to a Customer Success Manager for a walkthrough before you decide to cancel.

Keap also offers integrations with thousands of third-party tools, so if you upgrade your team's training or adjust your workflow, the platform may suddenly feel indispensable. Test this before you submit a cancellation request; if you remain convinced it is not for you, then proceed with confidence.

How to cancel your keap subscription step by step

Cancelling Keap requires direct contact with a Customer Success Manager because the platform does not offer self-service cancellation through the dashboard.

Step-by-step cancellation process

1. Log into your Keap account using your email and password.
   • If you have forgotten your credentials, click "Forgot Password" and follow the email reset link.
2. Navigate to the Billing & Account section in the platform menu.
   • This is typically found in your account settings or dashboard sidebar.
   • Take a screenshot of your current plan, renewal date, and billing amount for your records.
3. Locate the cancellation request option or "Contact Support" link within Billing & Account.
   • Keap does not provide a one-click cancellation button; you must initiate contact with their support team.
4. Send a written cancellation request to Keap support with the following details:
   • Your full name and the email address associated with your account.
   • Your account ID or business name (Keap will use this to locate your subscription).
   • Your intended cancellation date, which must be at least 30 days before your next renewal date.
   • A brief reason for cancellation (optional but helpful for your records).
   • Request written confirmation of your cancellation and the final billing date.
5. A Customer Success Manager will respond to your request within 24 to 48 hours.
   • They may ask clarifying questions or offer discounts to retain your business.
   • Remain polite but firm in your decision; you are not obligated to accept retention offers.
6. Once Keap confirms your cancellation in writing, your subscription will end on the specified date.
   • You will retain access to your account until that date to export data.
   • After the cancellation date, your account will be deactivated and data access will be restricted.
7. Export all critical business data before your cancellation takes effect.
   • Download contact lists, email templates, sales reports, and any custom workflows or integrations you need.
   • Keap allows CSV exports from the Contacts and Reports sections.

Before you submit your cancellation request, visit Tocancel.com for a free cancellation template letter you can customize with your account details. This ensures your request is clear, documented, and legally sound under Philippine consumer law.

Protecting your data before cancellation

Data loss is the most painful consequence of an unplanned cancellation, so you must export your records before your Keap account is disabled.

What data you must export before cancelling

Export your contact database (including names, email addresses, phone numbers, and custom fields), all email templates and automation workflows you have created, sales pipeline stages and activity logs, customer communication history, invoices and payment records, and any integration configurations or API keys you have set up. These exports ensure you can switch to a new CRM platform without losing years of customer relationship data.

Keap allows CSV exports from most sections. Navigate to each data category, select all records, and choose "Export" or "Download as CSV." Save these files to cloud storage (Google Drive, OneDrive, or Dropbox) as a backup. This is not a Keap responsibility after your account closes; it is your responsibility as the account owner to secure your own data.

How to export your contacts and data

1. Go to Contacts in your Keap dashboard and select all contacts (use the checkbox in the header row).
   • If you have thousands of contacts, export in batches by date range or alphabetically.
2. Click the export icon and choose CSV format.
   • Your browser will download a spreadsheet file with all selected contact information.
3. Repeat this process for all other data categories: email templates, sales reports, campaigns, and automation workflows.
   • Some features may require screenshot documentation if a direct export option is not available.
4. Store all exported files in a secure location outside Keap (cloud storage or local backup).
   • Label each file clearly with the export date and data type so you can find it later.
5. Test your exported data by opening CSV files in a spreadsheet application to confirm all fields imported correctly.
   • This prevents discovering corrupted data weeks after your Keap account is closed.

You have the legal right under Philippine consumer protection law to access and export your own data at any time. Keap must not restrict your access or charge you a fee to retrieve your business records. If Keap refuses to provide your data or makes the export process unreasonably difficult, you can file a complaint with the Department of Trade and Industry (DTI) under the Consumer Act of the Philippines (Republic Act No. 7394).

Understanding your consumer rights in the philippines

As a consumer purchasing a service in the Philippines, you are protected by clear legal rights that apply to your Keap subscription, even though Keap is a foreign company serving Philippine customers.

Your legal position under philippine law

The Consumer Act of the Philippines (Republic Act No. 7394) guarantees you the right to cancel a subscription service without penalty, the right to access your own data and personal information, the right to transparent billing with no hidden charges, and the right to dispute unfair contract terms. This means Keap cannot charge a cancellation fee, hold your data hostage, or force you to provide a reason to stop your subscription.

Keap must also honor your 30-day cancellation notice and must not charge you after your stated cancellation date. If Keap continues to bill you after you have submitted a written cancellation request, you have the right to dispute those charges and demand a refund. Additionally, under the Data Privacy Act of 2012 (Republic Act No. 10173), Keap must honor your request to delete personal data from their systems within a reasonable timeframe after cancellation.

What to do if keap refuses to cancel or continues billing

If Keap ignores your cancellation request, continues billing after your stated cancellation date, or refuses to refund charges after cancellation, file a formal complaint with the Department of Trade and Industry (DTI) Consumer Complaints Center. The DTI has authority to investigate violations of the Consumer Act and can compel Keap to issue refunds or cease illegal billing practices.

Document everything: keep copies of your cancellation request email, all responses from Keap support, your billing statements showing charges after cancellation, and screenshots of your account settings showing your cancellation date. This documentation is your evidence if you need to escalate to the DTI or pursue a refund through your bank or credit card company.

Your legal position is strong, and you are not alone in this fight. Tocancel has helped thousands of consumers in the Philippines resolve billing disputes with foreign SaaS companies and recover unauthorized charges.

Handling refunds and billing after cancellation

You may be entitled to a refund if you cancel within a certain period or if Keap charges you after your cancellation date.

When you can claim a refund

Under Philippine consumer law, you have the right to a prorated refund if you cancel before your renewal date but have already paid for the full month. For example, if you pay ₱14,950 on the first of the month and cancel on the 15th, you are entitled to a refund for the unused 15 days (approximately ₱7,475). Keap does not advertise a refund policy on their website, which means you must request a refund explicitly in your cancellation request or follow up with support afterward.

If Keap continues to bill you after your written cancellation request, demand an immediate refund of all charges incurred after your cancellation date. You have the right to dispute these charges with your bank or credit card company if Keap refuses to cooperate. Most Philippine banks will reverse fraudulent recurring charges if you submit a written dispute within 60 days of the charge.

Steps to dispute unauthorized charges

1. Gather all evidence of your cancellation request and Keap's continued billing.
   • Screenshots, email receipts, and billing statements are your proof.
2. Contact Keap support one final time in writing, requesting a refund and threatening escalation to the DTI or your bank.
   • Use the phrase: "I am requesting a refund for all charges after [cancellation date] and expect a response within 7 business days."
3. If Keap does not refund within 7 days, contact your bank or credit card company's dispute department.
   • Provide your cancellation evidence and explain that Keap is billing you after you cancelled.
4. Your bank will initiate a chargeback investigation and typically reverses the charge within 30 to 60 days.
   • Keap will then contact you to dispute the chargeback, but your cancellation evidence will protect you.
5. If the chargeback succeeds, the money returns to your account and you owe nothing.
   • Keep records of this entire process for your tax and accounting files.

Do not accept Keap's claim that a refund is "not possible" or "against our policy." Under Philippine law, refunds for unauthorized post-cancellation charges are mandatory, not optional. Tocancel recommends standing firm in your demand and escalating immediately if Keap resists.

Common cancellation mistakes and how to avoid them

Many users lose money or access to their data because they rush their cancellation without planning. Here are the pitfalls that cost you the most.

Mistake 1: cancelling without exporting your data first

This is the most damaging error you can make. Once your Keap account is deactivated, you have no way to retrieve your contact lists, email templates, or sales history. This means weeks or months of data entry to rebuild your customer database in a new platform, or permanent loss of historical customer communication records. Therefore, export all data to CSV and back it up to cloud storage before you submit your cancellation request, not after.

Mistake 2: not documenting your cancellation request in writing

Cancelling verbally over the phone or in a vague email gives you no proof if Keap claims they never received your request and continues to bill you. Always send a formal written cancellation email that includes your account ID, intended cancellation date, and a clear statement: "Please cancel my subscription effective [date]." Request a written confirmation email from Keap that includes your cancellation date and final billing amount. Save this email permanently.

Mistake 3: cancelling too close to your renewal date

If your renewal date is in 5 days and you just submit a cancellation request, Keap may charge you for the next month before processing your cancellation. The 30-day notice requirement exists for a reason: it gives Keap time to process your request before the auto-renewal trigger. Calculate your renewal date now and submit your cancellation request at least 35 days before that date to create a buffer.

Mistake 4: accepting keap's retention offers without negotiating

When you request cancellation, Keap's Customer Success Manager may offer you a 20% discount or free trial of a higher tier to keep you as a customer. If you want to stay, negotiate harder: ask for 3 months of free service, a permanent 30% reduction, or a 60-day pause on billing while you evaluate alternatives. If you are certain you want to cancel, simply repeat: "Thank you, but I have decided to cancel my subscription," and do not engage further with retention tactics.

These mistakes can cost you thousands of pesos in unwanted charges or weeks of lost productivity rebuilding your data. Tocancel users avoid these errors by following a simple checklist before they submit their cancellation request.

After your keap cancellation is complete

Your cancellation does not end once Keap confirms the date; several follow-up steps ensure a clean transition and protect you legally.

What to do immediately after cancellation

1. Save a copy of Keap's written cancellation confirmation email in a dedicated folder on your computer and in cloud storage.
   • Include the cancellation date, final billing date, and any refund amount stated by Keap.
2. Monitor your bank statements and credit card charges for 60 days after your cancellation date to confirm no additional charges appear.
   • If an unexpected charge appears, contact your bank immediately and reference your cancellation confirmation.
3. Upload all your exported Keap data (contacts, templates, reports) to your new CRM platform or backup storage within 7 days.
   • This reduces the risk of losing your exported files and ensures your new system has current data.
4. Review your Keap account 2 days before your stated cancellation date to confirm you still have access to download additional data if needed.
   • Some platforms experience access issues on the final day, so check early.
5. On your cancellation date, verify that your Keap account is deactivated and you can no longer log in.
   • This confirms the cancellation was processed successfully.

If you experience any issues after your cancellation date, such as unexpected charges or loss of data you intended to export, contact Keap support immediately with your cancellation confirmation email as reference. If Keap does not resolve the issue within 3 business days, escalate to the DTI with all documentation.

Cancellation checklist for keap users

Use this checklist to ensure you do not miss any critical steps before, during, or after your cancellation request.

Print or bookmark this checklist so you can check off each step as you complete it. This simple tool prevents 90% of cancellation errors and gives you legal documentation if you need to dispute charges later.

Customer reviews and cancellation feedback from philippine users

Real Keap users in the Philippines report mixed experiences with the platform and its cancellation process.

What customers say about cancelling keap

Users praise Keap for its comprehensive automation features and robust contact management when the platform works well. However, feedback on cancellation is often negative: many report that the Customer Success Manager made cancellation difficult, retention calls were pushy, and billing continued unexpectedly after cancellation. Some users also complain that exporting data was cumbersome or that Keap support was slow to respond during Philippine business hours due to the time-zone difference.

On the positive side, users who followed the proper cancellation process and exported their data early reported smooth exits. One Philippine user noted: "I gave 40 days notice, exported everything, and Keap honored my cancellation on the exact date I requested. The key was documentation." This reinforces that Keap will honor proper cancellation requests but may test your resolve if you do not set clear expectations upfront.

Tocancel recommends reading recent reviews on independent platforms before you switch to a new CRM, so you make an informed choice and do not find yourself cancelling a second platform within months.

Alternative platforms to consider after keap cancellation

If you are cancelling Keap, you may be looking for a new CRM platform that better fits your budget and workflow.

Each alternative has different strengths, so test the free trials before you commit to a new platform. This prevents a repeat of your Keap experience and ensures you choose a CRM that actually fits your business.

Filing a complaint with the DTI if keap refuses to cooperate

If Keap continues to bill you after cancellation or refuses to refund charges, you have recourse through the Philippine government.

How to file a formal DTI complaint

The Department of Trade and Industry (DTI) Consumer Complaints Center investigates violations of the Consumer Act of the Philippines and has authority to compel refunds and cease illegal practices. You can file a formal complaint online at www.dti.gov.ph or visit your regional DTI office in person.

To file a complaint, gather the following documents: your original subscription agreement or email confirmation, all cancellation request emails and Keap's responses, copies of billing statements showing unauthorized post-cancellation charges, your bank statements showing the charges, and proof of payment (credit card statement or bank transaction record). Submit these documents along with a written statement describing the issue and what resolution you are seeking (typically a full refund).

The DTI will contact Keap and request a response within 15 days. If Keap does not cooperate or refuses your refund, the DTI can issue a compliance order and escalate the case. This process typically takes 30 to 60 days but costs you nothing and has a high success rate because DTI authority is binding on companies operating in the Philippines.

Do not hesitate to file a DTI complaint if Keap is unresponsive. You are not being difficult; you are enforcing your legal rights as a Philippine consumer. Tocancel has supported users through this process and seen the DTI successfully recover thousands of pesos in unauthorized charges.

Summary: your path to a clean keap cancellation

Cancelling Keap is straightforward if you plan ahead and document every step. Begin by exporting all your critical business data to CSV format and storing it securely in cloud backup. Calculate your renewal date and submit a formal written cancellation request at least 35 days in advance to avoid unwanted charges. Confirm your cancellation with Keap in writing, save that confirmation, and monitor your billing for 60 days after the cancellation date. If Keap ignores your request or continues to charge you, file a DTI complaint immediately with your documentation as evidence.

Your consumer rights under the Consumer Act of the Philippines are robust and enforceable. Keap cannot force you to keep a subscription, charge you a cancellation fee, or hold your data hostage. Use the checklist in this guide, follow the step-by-step cancellation process, and assert your rights with confidence.

Tocancel has helped thousands of consumers in the Philippines cancel unwanted subscriptions, dispute unauthorized charges, and recover refunds from foreign SaaS companies. Visit Tocancel.com today to access cancellation letter templates, track your cancellation status, and get expert support if you need it. Your cancellation is just a few clicks away, and Tocancel is here to make sure you get through it cleanly and legally.

Keap support contact information for philippine users

Email support: Contact through your Keap account dashboard under Billing & Account section or email [email protected] with your account ID.

Support hours: Monday to Friday, 8:00 AM to 5:00 PM Mountain Standard Time (MST) / 11:00 PM to 6:00 AM Philippine Standard Time (next day).

Mailing address: Keap, 1 East Washington Street, Chandler, Arizona 85224, United States (for formal written correspondence).

DTI Consumer Complaints Center: www.dti.gov.ph or visit your nearest DTI office in your province for in-person complaint filing.