Manage Keeps

How to cancel keeps and reclaim your hair-loss treatment peace of mind

Understanding keeps and why cancellation matters

Keeps is a subscription-based telehealth service that delivers FDA-approved hair-loss treatments directly to your door on a recurring schedule. You complete an online health assessment, receive a personalised treatment plan from a licensed medical professional, and your medications arrive automatically every month. For many men in South Africa, Keeps offers convenience and privacy, but life circumstances change, side effects emerge, or budgets shift. If you've decided Keeps isn't right for you anymore, you deserve a straightforward path to cancellation without guilt or hidden obstacles.

This guide from Stopee walks you through every cancellation method, your consumer rights under South African law, refund realities, and the practical steps to ensure your subscription stops cleanly. Whether you're cancelling today or planning ahead, Stopee is here to empower you with 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 depends 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.

Why you might choose to cancel

Common reasons include side effects (such as erectile dysfunction or scalp irritation), cost concerns, hair regrowth stabilisation, or simply reassessing your priorities. Stopee 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 flawlessly.

Your consumer rights in south africa

The cooling-off period under ECTA

South Africa's Electronic Communications and Transactions Act (ECTA) 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 week, you can cancel without reason and receive a full refund within 30 days. Warning: This period starts from your agreement date, not your first shipment. 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 and defective goods. If Keeps shipped damaged or defective treatments, you have the right to demand a replacement or refund. If Keeps uses misleading marketing or fails to deliver services as described, the CPA empowers you to escalate complaints to the National Consumer Commission (NCC). Stopee recommends documenting all communications, taking photos of damaged shipments, and keeping order confirmations as evidence.

When to escalate to the national consumer commission

If Keeps refuses a legitimate refund claim or ignores cancellation requests, you can lodge a complaint with the NCC at complaints.ncc.org.za. The NCC handles disputes involving unfair business practices, and your complaint can trigger an investigation. Include your order numbers, cancellation request dates, and all email correspondence. Stopee has seen many consumers succeed by escalating formally; it often motivates companies to resolve matters quickly.

How to cancel keeps step-by-step

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

This is the recommended path and typically completes within minutes. You control the entire process without waiting for support responses.

1. Visit keeps.com and log in with your email address and password.
   • If you've forgotten your password, click "Forgot password?" and reset it via your email.
2. Navigate to your account dashboard or subscription settings (usually under "My Account" or "Subscription").
   • Look for options labelled "Manage subscription," "Subscription settings," or "Cancel subscription."
3. Select "I'd like to cancel my subscription" or the equivalent cancellation option.
   • Keeps will ask you to select a reason (e.g., "Cost concerns," "Side effects," "No longer needed"). This feedback is optional but helps Keeps improve.
4. Review the cancellation summary to confirm your subscription will stop and no further charges will occur.
   • Pro tip: Take a screenshot of this confirmation page for your records.
5. Submit your cancellation request.
   • You'll see a confirmation message immediately. Check your email within minutes for a cancellation confirmation receipt.
6. Verify that your account status changes to "Cancelled" or "Inactive."
   • Return to your account dashboard the next day to double-check that no new charges are pending.

Method 2: cancel via apple app store (if you subscribed via iOS)

If you signed up for Keeps through the Apple App Store, your subscription is managed separately by Apple, not Keeps directly. You must cancel through Apple's systems.

1. On your iPhone or iPad, open the App Store app.
   • Tap the profile icon in the bottom-right corner.
2. Select "Subscriptions" from the menu.
   • You'll see a list of all active subscriptions.
3. Find and tap "Keeps" in the subscriptions list.
   • If you don't see it, scroll down or search for it.
4. Tap "Cancel Subscription" (or similar wording).
   • Apple will ask if you want to downgrade or offer a retention discount; you can ignore these and confirm cancellation.
5. Confirm the cancellation date. Your subscription will end on the next billing date (not immediately).
   • Warning: Cancelling via the App Store does not immediately stop charges; you are cancelling for the next renewal, so you may still be charged for the current billing period.

Method 3: cancel via google play (if you subscribed via android)

Android users who signed up through Google Play follow a similar process managed by Google, not Keeps.

1. Open Google Play Store on your Android device.
   • Tap your profile icon in the top-right corner.
2. Select "Payments and subscriptions," then "Subscriptions."
   • You'll see all active subscriptions.
3. Find "Keeps" and tap it.
   • If Keeps doesn't appear, it may have already been cancelled or you may have subscribed directly with Keeps (not via Google Play).
4. Tap "Cancel subscription."
   • Google may offer promotions to retain you; you can close these and proceed with cancellation.
5. Confirm the cancellation. Your subscription ends on the next renewal date.
   • Pro tip: Google sends a confirmation email; save it as proof.

Method 4: cancel by contacting keeps support (if your refill is within 24 hours)

If your next refill is scheduled to process within 24 hours, the online cancellation portal may not prevent the charge in time. Contact Keeps support directly to stop it before payment processes.

1. Log into your Keeps account and navigate to the help or support section.
   • Look for "Contact us," "Help," or a live chat icon.
2. Use the live chat or submit a support ticket explaining your situation.
   • Write clearly: "I wish to cancel my subscription effective immediately and prevent the next refill scheduled for [date]."
3. Provide your account email address and order number.
   • Support will verify your identity and cancel your subscription manually.
4. Request a confirmation email once the cancellation is complete.
   • Warning: If the charge has already processed, ask support about a refund or credit (though Keeps typically treats prescription purchases as final).

What happens immediately after you cancel

Subscription and future shipments

Once your cancellation is confirmed, Keeps stops scheduling automatic refills and removes future recurring charges from your billing method. Any shipments already in transit will still arrive; you can refuse delivery, return the package unopened, or donate it. Your account will no longer auto-renew at the next billing date. Pro tip: Stopee recommends checking your account 2-3 days after cancellation to confirm that no new charges are pending.

Your account and medical records

Your Keeps account typically remains accessible after cancellation, preserving your medical intake history, previous treatments, and order records. This is useful if you ever wish to reactivate your subscription without completing the intake process again. If you prefer to delete your account entirely (including all personal and medical data), contact Keeps support and request "account deletion." Be aware that this is permanent and may take 30 days to process. Under the Protection of Personal Information Act (POPIA), Keeps must delete your data upon request unless they have a legal reason to retain it.

Emotional reset after cancellation

Cancelling a subscription often brings relief mixed with uncertainty about the next step. You may worry about hair loss progression or feel uncertain about alternative treatments. This is normal. Take time to reflect on your reasons for cancelling, celebrate reclaiming your money, and explore other options without pressure. Stopee encourages you to view cancellation as a fresh start, not a failure.

Refund policy and what you can realistically expect

Keeps' official stance on refunds

Keeps states publicly that all prescription medication purchases are final and non-refundable for safety and regulatory reasons. Even if you've never opened the product, Keeps does not offer refunds. The company only provides replacements if items arrive damaged or defective. This policy applies universally, including to customers in South Africa.

When you might be entitled to a refund anyway

Despite Keeps' blanket policy, South African consumer law creates exceptions:

• Within the 7-day cooling-off period: If you cancel within 7 days of signing up under ECTA, you are legally entitled to a full refund minus reasonable return costs. Write to Keeps citing ECTA Section 44 and demand your refund within 30 days.
• Defective or damaged goods: If treatments arrive damaged, contaminated, or unusable, the Consumer Protection Act entitles you to a replacement or refund. Document with photos and contact support immediately.
• Goods not as described: If the treatments you received differ from what was advertised (e.g., wrong dosage, expired items, or missing components), you can demand a refund under the CPA.
• Misleading marketing: If Keeps misrepresented efficacy, side effects, or safety, and you relied on that misrepresentation to purchase, escalate to the NCC for a potential refund order.

Practical steps if you want to pursue a refund

First, try the friendly approach: contact Keeps support with your order number and explain your situation clearly. Many companies reverse decisions when presented with a calm, evidence-based request. If Keeps refuses, send a formal letter or email citing the relevant consumer law (ECTA or CPA) and give them 14 days to respond. If they still refuse, file a complaint with the National Consumer Commission. Stopee has seen this escalation path succeed many times; companies often relent when facing regulatory scrutiny.

Pricing, billing cycles, and what you pay in south africa

How keeps charges you in ZAR

Keeps displays prices in USD on its website and does not publish official South African Rand pricing. When you check out or on your monthly billing date, your card issuer converts USD to ZAR using the exchange rate at that moment. This means your actual monthly cost fluctuates slightly with currency movements. Typical treatment plans range from USD 40-100 per month (roughly ZAR 700-1,750 depending on exchange rates), but exact pricing depends on your specific treatment protocol.

How to find your exact billing amount

Log into your Keeps account, navigate to "Subscription" or "Billing," and view your payment history. You'll see the exact ZAR amount charged on each date. If charges seem incorrect, contact Keeps support immediately and request an itemised invoice. Stopee recommends tracking your charges monthly to catch any surprise price increases.

Billing cycle and renewal dates

Your subscription renews on the same day each month (your "billing anniversary"). Keeps sends a reminder email 3-5 days before renewal. If you cancel before the renewal date, you will not be charged again. If you cancel after renewal but before the shipment leaves the warehouse, contact support immediately to halt the shipment and request a refund or credit.

Common mistakes to avoid when cancelling

Avoiding regret and costly errors

Cancelling a subscription is straightforward in theory but easy to bungle in practice. Small oversights can leave you with unwanted charges, lost data, or unresolved disputes. Stopee is sharing the most common pitfalls so you don't fall into them.

• Not checking your confirmation: You cancel online, see a success message, and assume you're done. Days later, you're charged again. Always check your account the next day to confirm "Cancelled" status. Screenshot your confirmation for proof.
• Cancelling via the wrong platform: You subscribe via the Apple App Store but cancel on the Keeps website. Your App Store subscription remains active, and Apple charges you next month. Always cancel on the same platform you subscribed on.
• Ignoring the 24-hour rush: Your refill is scheduled for tomorrow, and you panic. You cancel online, but the system processes the shipment anyway because it was already queued. Contact support by phone or live chat immediately if you're within 24 hours.
• Forgetting the cooling-off period: You're 6 days into your Keeps subscription and want a refund. You contact support and are told "refunds are final." They're wrong-you have 7 days under ECTA. Cite the law, send a formal written request, and escalate if needed.
• Not keeping records: You cancel, are charged months later, and have no proof you requested cancellation. Save confirmation emails, screenshots of your account status, and dates. These are your insurance policy.
• Deleting your account too quickly: You cancel and immediately request account deletion. Later, you realise you need your prescription history for another doctor. Account deletion is permanent; wait 30 days after cancellation if you think you'll need the data.

Cancellation checklist: your step-by-step confirmation plan

Before you cancel

• Decide your cancellation method (web, app, or support contact).
• Check your next billing date by logging into your account.
• Note your order number and account email.
• Confirm you're within 7 days if you want to claim a cooling-off refund.

During cancellation

• Complete the cancellation process (or contact support if within 24 hours of refill).
• Receive and save the confirmation email.
• Take a screenshot of your cancelled account status.
• Note the date and time of cancellation.

After cancellation (day 1 to 30)

• Check your account 24 hours later to confirm "Cancelled" status.
• Monitor your email and bank statements for unexpected charges.
• If a charge appears after cancellation, contact support within 3 days and request a refund.
• If Keeps refuses and you're within the cooling-off period, send a formal refund demand citing ECTA.
• If unresolved after 14 days, file a complaint with the National Consumer Commission at complaints.ncc.org.za.

Comparing cancellation methods and choosing the best path for you

Which method should you choose?

If you subscribed directly on keeps.com and your next refill is more than 24 hours away, use the web account portal. It's fastest, you control it entirely, and you get instant confirmation. If you subscribed via the App Store or Google Play, cancel on that platform only. If your refill is tomorrow, call Keeps support or use live chat immediately to prevent the charge. If you're within 7 days and want to invoke your cooling-off right, email support formally citing ECTA and keep a copy for records. Stopee recommends the web method for 90% of cancellations.

Escalation steps if keeps ignores your cancellation

When support stops responding or refuses your request

Rarely, Keeps support becomes unresponsive or denies a legitimate cancellation or refund claim. Here's how to escalate systematically:

1. Send a second, formal email to Keeps support titled "Cancellation Request - [Your Account Email]."
   • Reference your previous request date and confirmation number if available.
   • State clearly: "I cancel my subscription effective immediately" and "I expect confirmation within 48 hours."
2. If unresolved after 48 hours, send a formal letter (email is acceptable) citing the relevant law.
   • For cooling-off refunds: Cite "ECTA Section 44, cooling-off period, agreement date [date]."
   • For defective goods: Cite "Consumer Protection Act, section 55 (defective goods)."
   • For unfair practices: Cite "Consumer Protection Act, section 40 (unfair business practices)."
3. Give Keeps 14 days to respond.
   • Send via email to their support address, and keep a copy.
4. If Keeps does not comply, lodge a formal complaint with the National Consumer Commission.
   • Visit complaints.ncc.org.za and submit your case with supporting documents (emails, screenshots, order confirmations, proof of payment, and your cancellation request date).
5. The NCC will investigate and may order Keeps to refund you or cease unfair practices.
   • NCC decisions are enforceable in court and carry significant weight.

Escalation contact details for south africa

National Consumer Commission: Complaints portal at complaints.ncc.org.za or phone +27 (0)861 342 622. Email: complaints@thencc.org.za. Postal address: 1 Rosebank Walk, cnr. Baker & Main Streets, Rosebank, Johannesburg, 2196, South Africa.

If you've reached this step, you've done everything right. Stopee has guided thousands of consumers through formal escalations, and most succeed. Document everything, stay calm, and let the law do the work.

Final checklist and your next steps

Cancellation summary table

Your empowerment summary

Cancelling Keeps is your right, not a burden. You now understand every method available, your legal protections under South African law, and exactly what happens after you cancel. Whether you're cancelling today or planning for the future, Stopee has equipped you with the knowledge to execute cleanly and confidently. Your subscription, your rules. Take action now-log in, select cancellation, and reclaim control of your healthcare and budget. Stopee has helped thousands of consumers cancel with ease and clarity, and you're next.