Manage Keeps

How to cancel keeps in new zealand and understand your rights

What is keeps and how it operates in new zealand

Keeps is a direct-to-consumer hair-loss treatment service that delivers prescription and over-the-counter products to your door through recurring subscriptions. You sign up online, complete a consultation, and receive scheduled shipments of treatments like minoxidil and finasteride tailored to your needs.

In New Zealand, you manage your entire subscription through your Keeps.com account. The company operates under My Keeps Ltd locally, with a postal address in Albany, Auckland, should you need to send correspondence. Cancellation is straightforward when you know where to look, which is why Stopee has created this guide to walk you through every step.

How keeps subscriptions work

Your subscription renews on a schedule you set during signup, typically every three months. Each billing cycle charges your payment method and triggers a shipment within days. You control when and how often you receive products through your online account dashboard.

Why new zealand customers should verify their cancellation timing

Because Keeps processes shipments in the final 24 hours before your next delivery date, timing matters. If your refill date arrives tomorrow and you cancel online today, your shipment may still ship. Stopee recommends calling support immediately if your next order is within 24 hours to prevent unwanted charges.

Why you might want to cancel keeps

Your reasons for cancelling are valid, whether treatment isn't working, side effects concern you, costs have become unaffordable, or you've simply decided the service no longer fits your needs.

Common reasons new zealand customers cancel

• Treatment results don't match expectations or timelines
• Side effects develop or worsen over time
• Subscription costs accumulate faster than anticipated
• Your dermatologist or doctor recommends stopping
• Life circumstances change and the commitment no longer suits you
• You prefer purchasing treatments through a local pharmacy instead

Whatever your reason, Stopee is here to help you exit cleanly without confusion or unnecessary charges. Your health and financial wellbeing come first.

Cancellation methods: which option suits you

Keeps offers three main ways to cancel, and your choice depends on your account setup and urgency.

Online cancellation via keeps.com (fastest and recommended)

This is the primary cancellation route and processes immediately when you confirm. You retain full access to your account history, past orders, and prescription records after cancellation.

Phone cancellation with keeps customer support

Call Keeps directly if your next refill ships within 24 hours or if you encounter technical issues on the website. Speaking with a representative also gives you a chance to ask about pausing rather than cancelling, should you wish to revisit treatment later.

Email contact for disputes or escalation

If standard cancellation fails or billing continues after you cancel, email My Keeps Ltd at their New Zealand office address. Stopee recommends following up with screenshots of your cancellation confirmation.

How to cancel keeps in new zealand: step-by-step instructions

Follow these instructions carefully to ensure your cancellation processes on the first attempt.

Cancelling via the keeps website

1. Open your web browser and visit Keeps.com
2. Sign in using your registered email address and password
   • If you've forgotten your password, click "Forgot password?" and reset via email
3. Navigate to your account settings or subscription dashboard
   • Look for "Subscription," "My Subscription," or "Manage Subscription" in the menu
4. Locate the option to cancel or pause your subscription
   • You'll see text like "I'd like to cancel my subscription" or "Cancel subscription"
5. Click the cancellation option and review the on-screen prompts
   • Keeps may ask why you're cancelling; your feedback is optional
   • You may see offers to pause or discount your subscription; decline these if you're certain you want to cancel
6. Confirm cancellation by clicking the final "Confirm" or "Cancel subscription" button
   • Cancellation processes immediately
   • Screenshot or save the confirmation page as proof
7. Check your email for a cancellation confirmation message
   • File this email in a folder for your records
   • If no email arrives within 30 minutes, contact Keeps support with your account details

Pro tip: Cancel during daytime hours (your local New Zealand time) so you can reach support immediately if something goes wrong.

Cancelling via phone if your next shipment is imminent

1. Identify your next refill date in your Keeps account
   • Check your subscription dashboard or last confirmation email
2. If your refill ships within 24 hours, do not wait; call Keeps customer support directly
   • This prevents your order from processing while your cancellation is pending
3. Have your account email and order history ready when you call
   • Support will ask for these to locate your subscription
4. Request immediate cancellation and ask for a confirmation number
   • Write down the date, time, and representative's name
   • Request they note your account that you've cancelled to prevent billing
5. Follow up with a cancellation request via email or website within 24 hours
   • This creates a paper trail if billing continues

Warning: If your payment processes before you cancel by phone, contact support immediately to request a refund for that cycle. Stopee advises keeping records of all communication.

Important: app store and google play subscriptions cannot be cancelled through keeps

If you subscribed through the Apple App Store or Google Play Store, you must cancel through those platforms, not directly with Keeps. Your Keeps.com account and your app subscription are separate billing relationships.

• For Apple App Store: go to Settings > [Your Name] > Subscriptions > Keeps and tap "Cancel Subscription"
• For Google Play: open Google Play > Account > Subscriptions > Keeps and select "Cancel Subscription"

After cancelling through your app store, also log into Keeps.com and cancel your subscription there to ensure both are terminated. Stopee has seen cases where customers cancelled only one and faced surprise charges weeks later.

What happens immediately after you cancel

Cancellation can feel uncertain, so here's exactly what occurs in the hours and days following your confirmation.

Your account access and records

Your Keeps account remains live and accessible after cancellation. You can log in anytime to view past orders, prescription history, consultation notes, and all communication with Keeps. This record is yours and stays with your account indefinitely.

Future shipments and billing

Cancellation should stop all future scheduled shipments immediately. Your next refill will not be processed or shipped. However, if your order was already in the final stages of processing (within 24 hours of your refill date), shipment may still occur unless you contacted support beforehand.

Billing stops after cancellation for all future cycles. No recurring charges should appear on your credit card or bank statement after your cancellation date.

Pro tip: Mark your calendar 30 days after cancellation and check your bank statement. If unexpected charges appear, contact your bank and Keeps support immediately with your cancellation confirmation email.

Data retention and privacy

Keeps retains your account data, prescription information, and consultation history per their privacy policy. This is standard practice for healthcare-adjacent services and allows you to restart treatment if you change your mind. If you wish to request deletion of your personal data, contact Keeps support and cite New Zealand's Privacy Act 2020.

Refunds and your right to return products

Your refund eligibility depends on what you're returning and when you ordered it.

Prescription treatments are final

Prescription medications (finasteride, minoxidil in prescription strength) cannot be returned or refunded under any circumstance, including if they're unused or unopened. This is a safety requirement under pharmaceutical regulations in New Zealand and internationally. Exchanges for defective or damaged prescription items may be arranged through Keeps support.

Non-prescription products and returns

Over-the-counter products like topical minoxidil solutions, shampoos, or supplements may be eligible for return within specific timeframes if they are unopened and in original condition.

• Full-price items: return within 8 working days of receipt for refund (you pay return shipping)
• Sale or discounted items: return within 5 working days of receipt for refund (you pay return shipping)
• Faulty, defective, or damaged items: eligible for refund, replacement, or repair outside standard timeframes under the Consumer Guarantees Act

Contact Keeps at their New Zealand address to arrange returns. Keep your original receipt and shipping confirmation.

Refunds for unused subscription cycles

If you cancel mid-cycle and have already paid for an upcoming shipment that has not yet shipped, you may request a refund for that cycle. Contact Keeps support with your cancellation date and most recent charge date. Stopee recommends being persistent if your first request is denied; clearly explain that you cancelled before the shipment processed.

Keeps pricing in new zealand

Keeps lists all prices in USD on their website, so your actual NZD cost depends on the exchange rate at the time of purchase.

Typical subscription costs

At current exchange rates (approximately 1 USD = 1.65 NZD), a monthly treatment plan costs around NZ$65-82 per month plus shipping. Combination plans approach NZ$165 per month. Stopee recommends converting USD prices to NZD before subscribing so you know your exact local cost.

Your consumer rights in new zealand and when to use them

New Zealand law protects you as a consumer, and Keeps must respect these rights regardless of being a US-based company serving Kiwis.

Consumer guarantees act (CGA) protections

The Consumer Guarantees Act requires all goods sold in New Zealand to be of acceptable quality, fit for purpose, and as described. If Keeps sends you defective products, incorrectly labelled items, or treatments that don't match the description you were given, you have the right to a refund, repair, or replacement.

• Acceptable quality: products must function as a normal consumer would expect
• Fit for purpose: the product must do what it claims (minoxidil for hair regrowth, for example)
• As described: what Keeps advertises must match what you receive

If a product fails these tests, you can demand a refund even if the return window has passed. Stopee advises documenting any defects with photos and contacting Keeps within a reasonable time.

Fair trading act protections

The Fair Trading Act prohibits misleading advertising and deceptive conduct. If Keeps makes false claims about treatment effectiveness, side effects, or medical outcomes, or if they engage in unfair cancellation practices, you can lodge a complaint with the Commerce Commission.

Privacy act 2020 rights

You have the right to request, access, and correct your personal information held by Keeps. You can also request deletion of your data if there's no ongoing service relationship. Submit privacy requests in writing to their New Zealand office address and allow 20 working days for a response.

When to escalate to the commerce commission

If Keeps refuses to process your cancellation, continues billing after you cancel, or ignores your refund request despite CGA rights, contact the Commerce Commission. You can lodge a complaint online at Consumer.org.nz or call 0800 943 600. Stopee recommends gathering all documentation (cancellation emails, bank statements, communication screenshots) before escalating.

Common mistakes to avoid when cancelling keeps

We understand cancellation can feel stressful, so let's sidestep the pitfalls that trip up other customers.

Assuming your app subscription cancels your keeps.com account

This is the number one mistake. Cancelling on Apple App Store or Google Play does not cancel your direct Keeps subscription. You must do both. Many customers cancel their app, assume they're done, and receive surprise charges from their Keeps.com account weeks later. Log into Keeps.com and cancel there as well, even if you've already cancelled via your app store.

Cancelling too close to your refill date

If you cancel online within 24 hours of your next shipment date, Keeps may have already begun processing your order. Call support immediately rather than relying on the website alone. Stopee recommends cancelling as early as possible in your billing cycle to avoid this altogether.

Not saving your cancellation confirmation

Screenshot the confirmation page and save any cancellation emails. If billing continues and you need to dispute the charge with your bank, you'll need proof that you cancelled. Banks won't refund disputed charges without evidence.

Ignoring a continued charge after cancellation

If you see a charge after your cancellation date, contact Keeps immediately and cite your cancellation confirmation. Request a refund for all charges after your cancellation date. If Keeps refuses, escalate to your bank and file a dispute. Do not ignore the charge and hope it stops.

How stopee helps you stay on top of your cancellations

Managing subscriptions across multiple services is overwhelming. Stopee has helped thousands of consumers cancel unwanted services, recover refunds, and understand their rights. Our guides are written by consumer advocates who know the common traps and dark patterns companies use to make cancellation difficult.

Whether you're cancelling Keeps or any other subscription, Stopee provides step-by-step instructions, reminder checklists, and escalation paths so you never feel stuck. Visit Stopee at stopee.com to explore guides for other services and build a cancellation strategy that works for you.

Cancellation checklist for keeps

Use this checklist to ensure your cancellation is complete and your account is protected.

• Check your next refill date in your Keeps account
• If refill is within 24 hours, call Keeps support before cancelling online
• Log into Keeps.com and navigate to subscription settings
• Click "Cancel subscription" and confirm your decision
• Screenshot the cancellation confirmation page
• Save the cancellation confirmation email
• If you used Apple App Store or Google Play, cancel there as well
• Mark your calendar 30 days ahead to verify no charges appear
• Check your bank or credit card statement 5-7 days after cancellation
• If unexpected charges appear, contact Keeps support with your cancellation confirmation
• If Keeps refuses a refund, contact your bank and file a dispute

My keeps ltd contact details in new zealand

If you need to escalate your cancellation or dispute a refund, use this official address to send written correspondence.

My Keeps Ltd
P.O. Box 301443
Albany
Auckland 0752
New Zealand

Send cancellation disputes, refund requests, or formal complaints to this address via registered mail if email responses are slow. Keep a copy of your letter and the tracking number.

Final thoughts: you're in control of your subscription

Cancelling Keeps is straightforward when you follow the right steps and stay alert to timing. Your health decisions are yours alone, and whether you continue treatment or move on, you deserve a cancellation process that respects your choice and your money.

Stopee believes every consumer should feel confident cancelling any service without confusion or unnecessary charges. By following this guide, documenting your cancellation, and knowing your rights under New Zealand law, you're protected. If things go wrong, escalate with confidence. Stopee has helped thousands of consumers cancel successfully and recover refunds-you're not alone in this.