Cancel Keeps: Step-by-Step Guide

How to cancel Keeps and stop paying for hair-loss treatment you don't want

What Keeps is and why you might want to leave

Keeps is a telehealth subscription service that connects you with licensed doctors online to receive prescription treatments for hair loss, usually finasteride or minoxidil, delivered directly to your door in Singapore. You subscribe, consult with a doctor, receive a customised treatment plan, and get automatic shipments billed every three months until you cancel.

The service appeals to people who value privacy and convenience over traditional clinic visits. However, if the treatment isn't delivering results, you're experiencing side effects, the cost no longer fits your budget, or you've simply decided it's not right for you, your right to cancel is absolute. Tocancel exists to help you take control of your subscriptions before the next charge hits, so you can exit with confidence and protect your wallet.

Who typically uses Keeps

Keeps attracts adult men in Singapore seeking a discreet alternative to dermatology clinics. Many subscribers value the convenience of renewing prescriptions without repeated clinic appointments. Others discover the treatment doesn't deliver expected results, or they find recurring charges accumulate faster than anticipated, prompting them to cancel.

Why cancellation matters now

Your subscription will continue billing automatically every three months unless you take action. Many subscribers miss the cancellation window and end up paying for medications they no longer use. Taking 10 minutes to cancel now prevents unwanted charges from draining your account, and Tocancel is here to walk you through every step.

Your consumer rights in singapore

Singapore's Consumer Protection (Fair Trading) Act protects your right to cancel and gives you legal leverage if Keeps refuses or delays your request.

What the law says about cancellation

Under the Consumer Protection (Fair Trading) Act, you have the right to cancel a distance contract (which includes online telehealth subscriptions) within 14 calendar days of purchase without penalty or reason given. This cooling-off period begins on the day the contract is formed, not when you receive your first shipment. If Keeps fails to process your cancellation or charges your account after you've submitted a valid cancellation request, that violates your statutory rights.

Beyond the initial 14-day window, you retain the right to cancel at any time, though the service may apply terms related to remaining stock or the current billing cycle. Tocancel advises you to review Keeps' terms, but no clause can legally override your right to cease a recurring subscription.

Your legal position

You have the absolute right to cancel this subscription. Keeps cannot force you to continue paying. If they refuse to honour your cancellation or charge you after cancellation, you can file a complaint with the Consumers Association of Singapore (CASE) or pursue a claim through the Small Claims Tribunal if the amount justifies it.

Methods to cancel Keeps

You have multiple routes to cancel; choose the one that fits your situation and comfort level.

Cancel through your Keeps account online (fastest and most documented)

This method is fastest because you receive instant digital confirmation and create a paper trail for your records.

1. Visit the Keeps website and log in with your email and password.
   • If you've forgotten your password, click "Forgot Password" to reset it before proceeding.
2. Navigate to your account settings or "My Account" in the main menu.
   • Look for a section labelled "Subscription," "Billing," or "Manage Subscription."
3. Find the cancellation option, usually located near the bottom of the subscription panel.
   • Click "Cancel Subscription" or "I'd like to cancel my subscription."
4. Select a reason for cancellation from the dropdown menu.
   • Keeps asks for feedback; your honest answer helps them improve, but it does not affect your right to cancel.
5. Confirm your cancellation by clicking the final "Confirm" or "Cancel Subscription" button.
   • Do not close the page until you see a success message on your screen.
6. Check your email (including spam and promotions folders) for a confirmation email from Keeps within 15 minutes.
   • Critical step: Take a screenshot of the confirmation screen and save the confirmation email. You will need both as proof if a charge appears after cancellation.

Cancel via apple app store (if you subscribed through iOS)

If you signed up and renewed your Keeps subscription through Apple, you must cancel via your Apple ID settings, not through the Keeps app itself, because Apple handles billing and subscription management for all app-based purchases.

1. Open the Apple App Store app on your iPhone or iPad.
   • Do not open the Keeps app itself.
2. Tap your profile icon in the top-right corner.
   • If you don't see a profile icon, tap "Today," scroll to the bottom, and tap your Apple ID.
3. Select "Subscriptions" from the menu that appears.
   • You'll see a list of all active and expired subscriptions linked to your Apple account.
4. Find "Keeps" in the list and tap it.
   • If Keeps doesn't appear, your subscription may already be cancelled or expired.
5. Tap "Cancel Subscription" at the bottom of the screen.
   • Apple will ask you to confirm; read any final offer and click "Confirm" to complete the cancellation.
6. You will receive a confirmation email from Apple within minutes; screenshot it and save it with your Tocancel records.
   • Apple's confirmation is your legal proof of cancellation, so keep it safe.

Cancel via google play store (if you subscribed through android)

If you signed up through the Google Play Store on an Android device, you must cancel through your Google account settings, because Google manages the billing relationship.

1. Open the Google Play Store app on your Android device.
   • Do not open the Keeps app.
2. Tap your profile icon in the top-right corner.
   • Select "Manage your Google account" or "Payments and subscriptions."
3. Navigate to "Subscriptions" or "Manage subscriptions" (labelling varies by Android version).
   • You'll see all active subscriptions linked to your Google account.
4. Find "Keeps" and tap it.
   • If Keeps doesn't appear, it may already be cancelled.
5. Tap "Cancel Subscription" and confirm when prompted.
   • Google will ask you to confirm and may offer a retention discount; you can ignore this and proceed with cancellation.
6. Save the confirmation email from Google as proof.
   • This email is your legal record of cancellation with Google Play.

Cancel by phone

If you encounter friction on the website or app, calling Keeps directly provides an immediate human response and allows you to document the conversation.

1. Locate the Keeps customer support phone number on their website or your billing statement.
   • Call during advertised business hours (typically Monday to Friday, 9 AM to 5 PM).
2. Explain that you want to cancel your subscription immediately.
   • Be clear and direct; you do not need to justify your reason.
3. Request a confirmation number and the name of the representative you spoke with.
   • Write these down immediately after the call.
4. Ask when the cancellation will be effective (end of current billing cycle or immediate).
   • Confirm this in writing via email to Keeps support to document the call.
5. Follow up with an email to Keeps support restating your cancellation request with the date, time, and representative name.
   • This creates a paper trail if the subscription is not cancelled as promised.

Cancel by email

Email provides a documented, timestamped record and is particularly useful if you want to avoid phone calls or need to cancel outside business hours.

1. Draft an email to Keeps support with the subject line: "Cancellation Request: [Your Full Name and Account Email]."
   • Use the email address associated with your Keeps account in the subject line so they can locate you quickly.
2. In the email body, state clearly: "I request immediate cancellation of my Keeps subscription effective today."
   • Include your full name, email address, and the phone number on file.
3. Specify the date you are writing the email and ask for confirmation of cancellation, including the effective date.
   • Do not write a lengthy explanation; your cancellation request is unconditional.
4. Send the email to Keeps' support address (typically [email protected] or [email protected]).
   • Check your email for their correct support address on their website or your most recent billing statement.
5. Keep a copy of the email you sent and any response you receive.
   • If you don't receive a response within 48 hours, follow up with a second email or call support directly, referencing your original email timestamp.

What happens after you cancel

Understanding the timeline and what to expect protects you from surprise charges and ensures your cancellation actually sticks.

Immediate steps after cancellation

Once you've submitted your cancellation request, your subscription enters a grace period. You will not be charged for new shipments, but the current billing cycle may continue until its end date (typically 90 days from your last order). Save all confirmation messages, emails, and screenshots immediately after cancellation, because these are your proof if Keeps disputes your cancellation later. Tocancel recommends you label a folder "Keeps Cancellation" on your phone or computer and store every document there.

Monitor your bank account

Check your bank or credit card statement 7 to 14 days after cancellation to confirm no charge has been applied. If Keeps charges you after you've cancelled, this is a breach of your rights and you can file a dispute with your bank. Do not ignore unexpected charges; act immediately by reporting them to your bank's dispute team and providing your cancellation confirmation as evidence.

Check your account status

Log back into your Keeps account 5 to 7 days after cancellation and navigate to your subscription section. Your subscription should display as "Cancelled" or "Inactive." If it still shows as "Active," contact Keeps support immediately with your cancellation confirmation email as proof and ask them to manually process the cancellation.

Refunds and billing cycles

Your refund eligibility depends on when you cancel within the billing cycle and whether the service has been delivered.

Refund eligibility

How to request a refund

If you believe you qualify for a refund, state this explicitly in your cancellation request. In your email or phone call, write or say: "I am cancelling my subscription and requesting a refund of [amount] under the Consumer Protection (Fair Trading) Act, Section [relevant], because [reason: e.g., cancellation within 14 days, defective product, or service not delivered]." Request a response within 7 days. If Keeps refuses or does not respond, escalate to the Consumers Association of Singapore (CASE) or file a dispute with your bank.

Common mistakes when cancelling Keeps

Cancellation is straightforward, but small missteps can leave you vulnerable to ongoing charges. Here's what trips people up, and how you avoid it.

Mistake 1: cancelling through the app instead of the website or account settings

Many subscribers open the Keeps app, assume there's a cancellation button, and don't find one. The Keeps app often lacks a direct cancellation feature; you must use the website or your device's app store settings. If you subscribed via Apple or Google, you must cancel there, not in the Keeps app itself. Always verify which platform you used to subscribe, then cancel on that platform.

Mistake 2: not saving confirmation emails or screenshots

You've submitted your cancellation, you see "Success," and you close the page. Two weeks later, Keeps charges you again. Without proof of your cancellation request, you have no leverage. Take a screenshot of every confirmation screen and save every confirmation email from Keeps, Apple, or Google. Store these in one folder you can access quickly if a dispute arises.

Mistake 3: assuming cancellation is immediate when it's end-of-cycle

Keeps often processes cancellations at the end of your current billing cycle, not immediately. If your cycle ends in 30 days, your subscription may continue billing until then. Always ask for the effective cancellation date and confirm it in writing. If you need immediate cessation, state this clearly and ask for a pro-rata refund of any unused portion of the current cycle.

Mistake 4: not following up after 7 days

You've cancelled, but you don't check your account status or bank statement for two weeks. A charge appears, and you're unsure whether it's pre-cancellation or a failure to honour your request. Log in 5 to 7 days after cancellation and verify your subscription status. Check your bank statement within 14 days. Act fast if a charge appears; dispute it immediately with your bank and reference your cancellation proof.

Mistake 5: ignoring the cooling-off period

The Consumer Protection (Fair Trading) Act gives you 14 days to cancel and request a full refund. Many subscribers don't know this window exists and don't ask for their money back. If you cancel within 14 days and haven't been satisfied, explicitly request a refund in your cancellation request. After 14 days, refunds are at Keeps' discretion, but you can still cancel to prevent future charges.

Pricing and subscription tiers

Understanding what you're paying helps you confirm the charges stop after cancellation and claim any refund you're owed.

Confirm which tier you're subscribed to by logging into your account and checking "Subscription" or "Billing." Your next charge amount should be listed there. If you've been charged more than expected, contact Keeps support immediately and ask for an explanation or adjustment. Tocancel advises you to compare your statement charge against the published pricing above; if there's a discrepancy, you may be eligible for a credit.

Keeping records and protecting yourself

Documentation is your safety net if Keeps refuses to honour your cancellation or charges you after the fact.

What to save

• Screenshot of your cancellation confirmation page (taken immediately after clicking "Confirm")
• Confirmation email from Keeps, Apple, or Google with timestamp
• Any email you sent to Keeps support requesting cancellation
• Bank or credit card statements showing the date of cancellation and any subsequent charges (or lack thereof)
• Phone call notes if you cancelled by phone, including date, time, representative name, and confirmation number
• Account screenshots showing your subscription status as "Cancelled" or "Inactive" after cancellation

Where to escalate if Keeps refuses to cancel

If Keeps does not process your cancellation or continues to charge you, escalate formally. First, send a final email to Keeps support with the subject: "Final Notice: Cancellation Not Honoured, Filing Complaint with CASE." Reference your earlier cancellation request, attach your proof, and give them 7 days to respond. If they don't act, file a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg. CASE investigates consumer complaints free of charge and can pressure Keeps to refund you. For amounts under SGD 10,000, you can also file a claim with the Small Claims Tribunal if necessary.

Checklist for cancelling Keeps

Use this checklist to ensure you've covered every step and protected your rights.

• Confirm which platform you used to subscribe (Keeps website, Apple App Store, or Google Play Store)
• Log into your Keeps account or the relevant app store and locate the cancellation option
• Submit your cancellation request and note the date and time
• Take a screenshot of the confirmation screen immediately
• Save the confirmation email from Keeps, Apple, or Google (check spam and promotions folders)
• If cancelling by phone or email, send a follow-up email to Keeps support restating your request and noting the date
• Note the effective cancellation date (when your subscription actually ends)
• Wait 5 to 7 days, then log in and verify your subscription status shows as "Cancelled" or "Inactive"
• Check your bank or credit card statement 10 to 14 days after cancellation to confirm no charge has been applied
• If a charge appears after cancellation, file a dispute with your bank immediately and provide your cancellation proof
• If you cancelled within 14 days and want a refund, request it explicitly in writing and follow up if not processed within 14 days

Why you can trust tocancel with this decision

Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover money taken in error. We understand that subscription services rely on inertia and make cancellation deliberately difficult. Our role is to empower you with the knowledge of your rights and the confidence to act. Whether you're cancelling Keeps because the treatment isn't working, the cost is too high, or you've simply decided it's not right for you, Tocancel is here to guide you through the process without shame or judgment.

By following the steps above, saving your proof, and understanding your consumer rights, you put yourself in a position of strength. If Keeps refuses to honour your cancellation, you have legal backing from the Consumer Protection (Fair Trading) Act and the support of organisations like CASE. Tocancel doesn't charge you for this advice and has no stake in whether you stay with Keeps or leave. Our mission is to help you regain control of your wallet and your subscriptions, and we're confident the method that suits you best is outlined above.

Final contact and support details

If you encounter issues after submitting your cancellation or want confirmation that you've done everything right, reach out to Keeps using the contact details below. For disputes or escalations, contact the Consumers Association of Singapore.

Taking control of your subscription is within your reach. By understanding your rights, choosing the cancellation method that suits you, and keeping clear records, you ensure your cancellation is honoured and your account is closed. Tocancel has helped thousands of consumers navigate exactly this situation, and you now have the knowledge and confidence to do the same. Cancel with certainty, protect your wallet, and move forward knowing you've done everything right.