Cancel Keeps: Step-by-Step Guide

How to cancel Keeps and stop hair-loss treatment charges in south africa

Understanding Keeps and why you might cancel

Keeps is a subscription-based telehealth service that delivers FDA-approved hair-loss treatments directly to your door on a recurring monthly schedule. You complete an online health assessment, a licensed medical professional reviews your case, and your medications arrive automatically each month. For many people in South Africa, Keeps offers convenience and privacy, but circumstances change: side effects emerge, costs become unaffordable, or your hair stabilises and you no longer need treatment. If you've decided Keeps isn't right for you anymore, you have clear rights and straightforward cancellation paths that Tocancel will walk you through.

This guide from Tocancel covers your consumer rights under South African law, every cancellation method available to you, refund realities, and the exact steps to ensure your subscription stops cleanly. Whether you're cancelling today or planning ahead, you deserve clarity and confidence.

How Keeps operates in south africa

Keeps charges in USD (United States Dollars) and does not publish official ZAR pricing on its South African landing pages. When you sign up, your billing method converts USD to ZAR at checkout or during recurring charges. This means your actual monthly cost fluctuates based on exchange rates at the time of payment. Shipments typically arrive within 7-14 business days, though international processing can vary. Your account remains active even after cancellation unless you specifically request deletion, preserving your medical records and order history for future reference.

Why you might choose to cancel Keeps

Common reasons include side effects such as erectile dysfunction or scalp irritation, cost concerns, hair regrowth stabilisation, or simply reassessing your health priorities. Some subscribers find the monthly charge no longer fits their budget; others experience medical changes that make the treatment unsuitable. Tocancel has helped thousands of consumers recognise that cancelling early is far easier than staying locked in a subscription that no longer serves you. Your decision to cancel is valid, and this guide ensures you execute it correctly.

Your consumer rights in south africa

South African law gives you specific protections when cancelling subscription services, and understanding these rights empowers you to act with confidence.

The cooling-off period under ECTA

South Africa's Electronic Communications and Transactions Act (ECTA) Section 44 grants you a 7-day cooling-off period from the date you agree to a subscription. This means if you signed up with Keeps within the last seven calendar days, you can cancel without giving any reason and receive a full refund within 30 days. This period starts from your agreement date, not from your first shipment arrival. If you're within this window, contact Keeps support immediately and cite ECTA Section 44 in writing to ensure your cancellation is processed as a legal right, not a discretionary favour.

Consumer protection act safeguards

The Consumer Protection Act (CPA) of South Africa protects you against unfair contract terms, hidden charges, and defective goods. If Keeps shipped damaged or defective treatments, you have the right to demand a replacement or refund. If Keeps used misleading marketing, failed to disclose charges clearly, or failed to deliver services as described, the CPA empowers you to escalate complaints to the National Consumer Commission (NCC). Tocancel recommends documenting all communications, photographing damaged shipments, and keeping order confirmations as evidence.

When to escalate to the national consumer commission

If Keeps refuses a legitimate refund claim, ignores cancellation requests, or continues charging after you've cancelled, you can lodge a complaint with the NCC at complaints.ncc.org.za. The NCC investigates unfair business practices and can compel companies to resolve disputes. Include your order numbers, cancellation request dates, screenshots of communications, and all email correspondence. Tocancel has seen many consumers succeed by escalating formally; it often motivates companies to resolve matters quickly and in your favour.

How to cancel Keeps step-by-step

You have two primary cancellation methods, and Tocancel will guide you through each one so you choose the fastest route for your situation.

Method 1: cancel via your Keeps account online (fastest)

This is the quickest way to cancel if your next refill is more than 24 hours away.

1. Log into your Keeps account on the Keeps website using your email and password.
2. Navigate to your account settings or subscription management section (usually found in your profile or dashboard).
3. Locate the option to manage your subscription or cancel membership.
4. Select "Cancel subscription" or "Pause subscription" (pause temporarily stops charges for up to three months if you want to resume later).
5. Read any exit survey or feedback prompt (optional, but useful to flag why you're leaving).
6. Confirm your cancellation. You should receive an email confirmation within minutes.
7. Save this confirmation email as proof of cancellation for your records.

Your legal position: once you submit the cancellation request online, Keeps must stop charging you and honour that request. If charges continue after confirmation, contact Keeps support immediately with your confirmation email and demand a refund.

Method 2: cancel by contacting Keeps customer support

Use this method if your next refill is within 24 hours or if you have difficulty cancelling online.

1. Identify Keeps' customer support contact method (email or online chat are typically fastest).
2. Compose a clear cancellation request that includes:
   • Your full name as it appears on your Keeps account
   • Your email address registered with Keeps
   • Your order number or account ID
   • A direct statement: "I request cancellation of my Keeps subscription effective immediately"
   • A request for written confirmation of cancellation
3. Send your request via the contact method Keeps provides (check their website or your account).
4. Allow 24-48 business hours for a response (customer support typically acknowledges within one business day).
5. When support confirms cancellation in writing, save that email and verify no charge appears on your next billing date.

Your legal position: Keeps must act on your cancellation request within a reasonable timeframe (generally within 48 hours). If they ignore your request or continue charging, you have grounds to escalate to the NCC.

Pricing and cost transparency

Understanding what Keeps charges helps you know exactly what you're cancelling and what refunds you can expect.

Keeps charges in USD, so your ZAR amount depends on the exchange rate at the time of payment. When you cancel, any refund is calculated in the ZAR amount you paid. Always check your bank statement to confirm the exact charge before disputing.

Refunds and what to expect after cancellation

Your refund eligibility depends on when you cancel and whether you're within the ECTA cooling-off period.

Refund scenarios

If you cancel within 7 days of signup (ECTA cooling-off period), you are entitled to a full refund. Keeps must process this within 30 days. If you cancel after 7 days but before your next billing date, your subscription stops, but Keeps is unlikely to refund the previous month's charge unless the service was defective or not delivered. If you cancel after the cooling-off period and charges have already been taken, contact Keeps support and ask for a refund; if they refuse, you can escalate to the NCC claiming unfair contract terms or failure to deliver.

After you cancel: what happens to your account

Cancelling your subscription stops future charges, but your medical profile and order history remain on Keeps' servers unless you request account deletion. If you want all your data removed, contact Keeps support separately and request full account deletion under POPIA (Protection of Personal Information Act). This is a legal right in South Africa. Expect to receive confirmation within 30 days. If you're concerned about privacy, Tocancel recommends requesting deletion in writing alongside your cancellation request so both are documented.

Common refund traps and how to avoid them

Keeps may claim refunds cannot be processed for months already delivered, even if you're within the cooling-off period-this is incorrect under ECTA. They may also delay processing refunds to make you forget the request. Document your cancellation date in writing, set a calendar reminder to follow up after 14 days, and escalate to the NCC if Keeps hasn't refunded within 30 days of your cancellation request. Tocancel has seen companies honour refunds quickly once the NCC becomes aware of the dispute.

Common mistakes when cancelling Keeps

Cancelling a subscription can feel stressful, especially if you're frustrated with charges or side effects. Avoid these pitfalls so your cancellation goes smoothly.

Mistake 1: cancelling via email without confirmation

Sending an email to a generic support address does not guarantee Keeps receives or acts on your cancellation. Always use the account settings cancellation button if available, and if you must email, send it to a specific support email address found on your account page. Request written confirmation of cancellation, and if you don't receive it within 48 hours, follow up with a second email and cite the cancellation as a legal right under ECTA or the CPA.

Mistake 2: assuming your subscription has stopped

Never assume cancellation is complete until you verify no charge appears on your next billing date. Mark your calendar for your next expected billing date, check your bank statement, and if a charge appears after cancellation, contact Keeps immediately and demand a refund. If they refuse, use that charge as evidence when escalating to the NCC.

Mistake 3: forgetting to request account deletion

Cancelling your subscription does not delete your personal medical information from Keeps' database. If you want your data removed under POPIA, send a separate deletion request in writing. Without this, Keeps retains your information indefinitely. Tocancel recommends requesting deletion at the same time as cancellation to ensure both are processed together.

Mistake 4: not documenting the cooling-off period start date

The 7-day cooling-off period under ECTA starts from the date you agreed to the subscription (usually the day you signed up), not from the day your first shipment arrived. If you're unsure of your signup date, check your first confirmation email or your bank statement. If you cancel on day 8 or later, you lose ECTA cooling-off protections, so timing is critical.

Comparing cancellation methods for Keeps

Choose the method that best fits your situation and urgency.

For most people, online cancellation is fastest and safest. Use email or support only if online cancellation is unavailable. Escalate to the NCC only if Keeps refuses to honour your cancellation request or refund.

Checklist: before and after cancellation

Use this checklist to ensure you cancel Keeps correctly and protect yourself against ongoing charges.

Before you cancel

• Confirm your Keeps signup date (from your first confirmation email or bank statement).
• Check if you're within 7 days of signup (ECTA cooling-off period applies).
• Note your next billing date and refill date.
• Take screenshots of your subscription details and any charges on your bank statement.
• Gather your order number and account ID.
• Decide: do you want a full refund or just want to stop future charges?

During cancellation

• Use the online cancellation button in your account if available.
• If using email or support, request written confirmation of cancellation.
• Save all confirmation emails and screenshots.
• Note the date and time of your cancellation request.
• Ask for confirmation that no future charges will occur.
• Request account deletion if you want your medical data removed (separate from cancellation).

After cancellation

• Wait for your next expected billing date and monitor your bank statement.
• Verify no charge appears on the expected billing date.
• If a charge appears, contact Keeps support within 24 hours with your cancellation confirmation.
• If Keeps refuses to refund, escalate to the NCC within 30 days of the unwanted charge.
• Keep all cancellation confirmations and correspondence for at least one year.
• If you requested account deletion, follow up after 30 days to confirm it was processed.

When to escalate and how to contact the NCC

If Keeps refuses to cancel, continues charging after cancellation, or denies a legitimate refund, you have a legal right to escalate your complaint to South Africa's National Consumer Commission.

Signs you should escalate

• Keeps ignores your cancellation request for more than 48 business hours.
• Charges continue on your bank statement after you've cancelled.
• Keeps refuses a refund within the 7-day ECTA cooling-off period.
• Keeps claims a cancellation fee or penalty that is not disclosed in your contract.
• You received defective or damaged medication and Keeps refuses replacement or refund.

How to lodge a complaint with the NCC

1. Visit complaints.ncc.org.za and select "Lodge a complaint online".
2. Provide your personal details, complaint category (subscription or billing dispute), and Keeps' details.
3. Describe your complaint clearly: include dates, cancellation requests, charges, and any refusal by Keeps.
4. Attach supporting documents: cancellation confirmation emails, bank statements showing unwanted charges, all correspondence with Keeps.
5. Submit your complaint and note the reference number provided.
6. The NCC will contact Keeps and you within 5-10 business days to begin investigation.
7. Cooperate fully and respond promptly to NCC communications.

The NCC has enforcement power and can compel Keeps to refund you or honour your cancellation. Tocancel has seen companies resolve disputes within 2-4 weeks once the NCC becomes involved.

Why now is the right time to cancel

If you've been considering cancellation, Tocancel encourages you to act. Every day you delay is another day Keeps charges you. The process takes minutes if you use online cancellation, and your consumer rights are strongest within the first 7 days of signup. You have nothing to lose by cancelling today and everything to gain: you stop unwanted charges, you regain control of your subscription, and you reclaim your peace of mind.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, recover refunds, and protect themselves from ongoing charges. Whether you're cancelling because of side effects, cost, or simply a change in priorities, your decision is valid and legally protected under South African law. Use Tocancel's step-by-step guidance, follow the checklist, and if Keeps refuses to cooperate, escalate to the NCC with confidence.

Your cancellation journey starts now. Log into your Keeps account, navigate to your subscription settings, and select cancel. Confirmation is immediate. You are in control.