Manage Keeps

How to cancel your keeps subscription: your complete australian guide

What keeps is and how it works

Keeps is a telehealth-based hair loss treatment service that delivers prescription medications directly to your door. The company operates on a subscription model built around 90-day supply cycles, pairing digital consultations with ongoing shipments of clinically proven treatments like finasteride and minoxidil. If you're considering cancellation, understanding how Keeps structures its billing and delivery is your first step toward a smooth exit.

How the keeps subscription model operates

Keeps doesn't charge you monthly. Instead, the company bills you every 90 days when your next supply ships automatically. This means your account stays active until you specifically cancel, and charges arrive on the schedule tied to your original sign-up date, not a calendar month. That quarterly billing rhythm is a critical detail-many customers are caught off guard by the larger upfront charge every three months.

When you sign up, you receive a discounted introductory shipment (often covering the first 90 days at a promotional price), then subsequent shipments renew at the standard price. The subscription continues indefinitely unless you cancel. Keeps handles everything through an online account portal, digital consultations, and pharmacy-coordinated shipments.

Why australian customers choose keeps

Keeps appeals to Australian customers seeking affordable, convenient access to hair loss treatments without visiting a physical pharmacy or waiting for in-person doctor appointments. The telehealth model and 90-day supply structure reduce friction compared to traditional pathways. However, that same convenience can mask billing surprises, which is why knowing how to cancel matters.

Keeps subscription plans and pricing

Keeps offers a straightforward range of treatment combinations, each delivered as a 90-day supply at a fixed price per shipment cycle.

Current treatment options and costs

The company provides three core treatment paths: finasteride alone (oral tablet), minoxidil alone (topical solution or foam), and a combination of both. Pricing varies depending on which treatment you choose and any active promotions. Below is an approximate pricing guide based on typical Keeps offerings converted to Australian dollars.

Why pricing structure matters for cancellation planning

Because Keeps bills quarterly rather than monthly, each charge is substantially larger than a typical monthly subscription. This 90-day cadence means you need to track when your next shipment date falls and cancel well before that charge is processed. If your next refill is within 24 hours, Keeps requires you to phone customer support directly to ensure your cancellation is actioned in time. Delaying cancellation by even a few days could trigger an unwanted charge.

Should you cancel keeps? signs and considerations

Cancelling a hair loss treatment subscription is a personal decision, and the right choice depends on your situation, budget, and results.

Common reasons australian customers cancel

You might cancel because the treatment isn't producing visible results after a reasonable timeframe, the quarterly cost no longer fits your budget, side effects develop, or you've found a lower-cost alternative through a local pharmacy. Other customers pause to reassess their treatment plan or switch to a different provider. Whatever your reason, cancellation should be straightforward once you understand the process.

Questions to ask before you cancel

Before you proceed, consider whether you want to pause temporarily instead of cancelling permanently. Ask yourself: Have I given the treatment enough time (typically 4-6 months minimum for visible hair growth)? Is there a budget adjustment I could make to continue? Would a different treatment combination suit me better? Are there refund or credit options available? Stopee recommends documenting your current shipment date and any outstanding charges before you take action, so you have a clear record if disputes arise later.

How to cancel your keeps subscription

Cancelling Keeps requires you to access your account and navigate to the cancellation section, with one critical exception: if your next refill date is within 24 hours, you must call customer support directly.

Step-by-step cancellation via your online account

1. Log in to your Keeps account
   • Visit the Keeps website and enter your email and password.
   • If you've forgotten your password, use the "Forgot password" link to reset it via email.
2. Navigate to your subscription settings or account dashboard
   • Look for a "Subscriptions," "Manage plan," or "Account settings" section-usually found in the top menu or your profile icon.
   • Find the active subscription linked to your treatment plan.
3. Locate the cancellation option
   • Within your subscription details, you should see a "Cancel subscription," "Pause subscription," or "Manage" button.
   • Click this button to access the cancellation menu.
4. Follow the on-screen prompts
   • Keeps will ask you to confirm your intention to cancel and may offer alternatives such as pausing the subscription or adjusting your treatment plan.
   • Read each prompt carefully; do not accidentally select "pause" if you want a full cancellation.
5. Confirm your cancellation
   • Select the final confirmation button to complete the process.
   • You should receive an on-screen confirmation message and a confirmation email to your registered address.
6. Save your confirmation details
   • Take a screenshot of the confirmation page and forward the confirmation email to yourself or a folder for your records.

Cancellation by phone (when your refill date is within 24 hours)

Pro tip: If your next shipment is scheduled within the next 24 hours, do not use the online portal. Instead, call Keeps customer support immediately to ensure your cancellation is processed before your automatic charge and shipment occur.

1. Call Keeps customer support on (551) 290-3248
   • The number is toll-based and available Monday to Sunday, 10am-6pm EST (Eastern Standard Time).
   • Note that EST is 14-16 hours ahead of Australian Eastern Time, so plan your call accordingly.
2. Provide your account details
   • Have your email address, account number (if known), and date of birth ready.
   • Tell the support agent that you want to cancel your subscription immediately.
3. Confirm your cancellation in writing
   • Ask the agent to email you a cancellation confirmation with your reference number, date of cancellation, and next scheduled shipment date (which should now be cancelled).
   • Keep this email as evidence of your cancellation request.

Cancellation by email (for non-urgent requests)

If you prefer written documentation or are not time-sensitive, you can email Keeps at help@keeps.com to request cancellation. Include your full name, email address, and account details. However, response times may take 1-2 business days, so email cancellation is not ideal if your next shipment is imminent. For urgent situations, always call.

What happens after you cancel keeps

Once you cancel, several things occur in sequence, and understanding this timeline protects you from unexpected charges or confusion.

Immediate outcomes

Your subscription stops immediately upon cancellation confirmation. No new shipments will be scheduled, and no future charges will be processed to your payment method. However, if you already paid for a supply that hasn't shipped yet, that supply may still be dispatched depending on when your cancellation was actioned relative to the shipping schedule. Any medication already in transit will arrive as scheduled-do not refuse delivery, as this may complicate refunds.

What to do with medication you've already received

Warning: Prescription medications like finasteride and minoxidil cannot be returned for refund. Keeps' policy is strict: once a prescription supply leaves the pharmacy, the sale is final for safety and regulatory reasons. This is not a Keeps quirk-it's Australian Therapeutic Goods Administration (TGA) and pharmacy law. You can continue to use the supply you've received, but you cannot return it for a refund.

Monitoring your account after cancellation

Check your email and your bank or credit card statement for 7-10 days after cancellation to confirm no further charges appear. Stopee advises keeping a close eye on your transaction history for any surprise debits tied to a 90-day renewal date you thought you'd cancelled. If a charge appears after you've cancelled, contact Stopee or your bank immediately to dispute it-this is a billing error that Keeps should reverse.

Refunds and what you're entitled to under australian consumer law

Refund eligibility depends on whether you're cancelling before or after you've been charged for your current supply cycle, and Australian Consumer Law sets clear boundaries.

When you're eligible for a refund

You are entitled to a refund if you cancel before your next 90-day charge is processed. For example, if your current supply was charged on 1 January and your next automatic charge is scheduled for 1 April, you can cancel any time between 2 January and 31 March without incurring the April charge. Once that April charge has been processed, the supply is yours, and under TGA regulations, prescription medications cannot be refunded.

If you cancel and a charge has already been processed but the supply hasn't shipped, you may be able to obtain a refund by contacting Keeps customer support and requesting a reversal before the item leaves the warehouse. Response times vary, so act quickly.

Australian consumer law protections

Under the Australian Consumer Law (ACL), you have a right to a refund if a service has not been provided as advertised or if Keeps breaches its contractual obligations. If Keeps charged you and then failed to deliver, or if the service was significantly defective, you can lodge a complaint with the Australian Competition and Consumer Commission (ACCC). Stopee strongly recommends documenting all communications with Keeps and preserving evidence of charges and failed shipments.

If Keeps refuses a legitimate refund claim, you can escalate your complaint to the ACCC (accc.gov.au) or seek assistance through your state or territory consumer protection authority. These organisations have enforcement powers and can pressure companies to honour their obligations.

Disputing a charge with your bank

If Keeps processed a charge after you cancelled, or if you believe the charge was unauthorised, contact your bank or credit card provider immediately. Ask them to dispute the transaction as an "unauthorised charge" or "subscription not cancelled." Most financial institutions will initiate a chargeback within 24-48 hours and may issue a temporary credit while they investigate. Keep all cancellation confirmations and emails as evidence of your request.

Common mistakes when cancelling keeps

Cancelling a subscription should be simple, but avoidable errors can leave you charged, frustrated, and searching for solutions. Here's what catches most people off guard.

Timing errors and refill date surprises

The most common mistake is losing track of your 90-day billing cycle. Because Keeps doesn't charge monthly, the refill date can slip your mind-and suddenly you're charged for a supply you didn't want. To avoid this, set a phone reminder 7 days before your next scheduled shipment and cancel at least 48 hours in advance. If you're unsure when your next charge is due, log into your account and check the "Next shipment" or "Renewal date" field. Stopee has helped thousands of Australian customers recover unwanted charges simply by catching this deadline in time.

Confusing pause with cancellation

Some customers click "Pause subscription" thinking they're cancelling permanently. Pause temporarily halts shipments and charges, typically for 1-3 months, after which your subscription resumes automatically. If you want a permanent exit, select "Cancel subscription," not "Pause." Read the confirmation screen carefully before you confirm.

Relying on customer support promises without written confirmation

If you speak to a Keeps support agent by phone and they say "we'll cancel that for you," always ask for a follow-up email confirmation with a reference number and cancellation date. Verbal promises are hard to enforce if a charge later appears. Written documentation is your safety net.

Ignoring the 24-hour rule

Keeps' most critical cancellation rule is this: if your refill is within 24 hours, the online portal may not process your cancellation in time. You must call (551) 290-3248 directly. Ignoring this rule results in unwanted charges and forced refunds. Check your next shipment date before you cancel, and if it's within a day, pick up the phone.

Your post-cancellation checklist

After you cancel, use this checklist to confirm everything is in order and no surprises emerge.

• Receive and save your cancellation confirmation email from Keeps (reference number, date, and effective cancellation date).
• Update your payment method records or delete the card from your Keeps account if you no longer need it.
• Set a calendar reminder for 7 days after cancellation to review your bank or credit card statement.
• If a refund is owed, check your bank account within 5-10 business days for the credit (some refunds take longer for international transactions).
• Safely store any unused or in-transit medication, or follow the TGA's guidance on proper disposal of prescription medications.
• Unsubscribe from Keeps' marketing emails if you wish to stop receiving promotional communications.
• Document the entire cancellation process (screenshots, emails, phone call notes) in a folder for future reference or dispute resolution.

What customers say about cancelling keeps

Customer reviews and feedback reveal patterns that can help you navigate your own cancellation decision and avoid pitfalls others have encountered.

Positive cancellation experiences

Many customers report smooth, friction-free cancellations through the online portal. Those who cancel well before their next refill date experience no surprises and no follow-up charges. Reviewers who planned ahead and called support when the 24-hour rule applied also praise Keeps for honouring their cancellation requests immediately. The common thread: preparation and documentation.

Problematic cancellation stories

Negative feedback clusters around three issues. First, customers charge late fees or unwanted shipments because they missed their 90-day renewal date and didn't cancel in time. Second, some customers attempt to return unopened or unused medication and are refused because of TGA pharmacy regulations-this is standard law, not a Keeps policy, but it frustrates people who expected flexibility. Third, a subset of customers report difficulty reaching support or receiving delayed cancellation confirmations, leading to disputes. These issues are largely preventable through early, documented action.

Stopee reviews confirm that Keeps customers who succeed in cancellation are those who take control of the timeline and document their requests-rather than those who assume the company will manage their subscription passively.

Comparing keeps to alternative hair loss services

If you're considering cancelling Keeps, you may be weighing it against other telehealth or pharmacy options available in Australia. Here's how Keeps stacks up.

The key trade-off: Keeps offers unmatched convenience but locks you into a 90-day billing rhythm that requires discipline to manage. Local pharmacies offer lower per-unit costs but demand manual prescription renewals. Stopee helps consumers understand these trade-offs and cancel services that no longer align with their needs or budget.

Your final steps and customer support contact information

Now that you understand the full cancellation process, you're equipped to exit Keeps cleanly and confidently. Whether you're cancelling because results haven't appeared, costs have climbed, or you've found an alternative, the process is straightforward if you act with intention.

Keeps customer support contact details (for australian customers)

Phone: (551) 290-3248 | Monday-Sunday, 10am-6pm EST (14-16 hours ahead of Australian Eastern Time)

Email: help@keeps.com

Online: Log into your account at the Keeps website to access your subscription settings and initiate cancellation.

If keeps doesn't cooperate

If Keeps refuses to cancel, processes charges after you've requested cancellation, or fails to issue a legitimate refund, escalate your complaint to the ACCC (Australian Competition and Consumer Commission) at accc.gov.au or phone 1300 302 502. You can also contact your state or territory consumer affairs authority. Stopee provides updates on consumer rights and service-specific cancellation tactics, and has helped thousands of Australians recover unfair charges and secure cancellations from uncooperative providers.

Taking control of your subscriptions is taking control of your budget and your peace of mind. Whether Keeps was right for you or not, cancelling cleanly-with documentation, on your timeline, and well before your next charge-is the professional way forward. Stopee is here to guide you through every step, from understanding your rights under Australian Consumer Law to securing your refund and moving forward with confidence.