How to cancel your Keeps subscription in australia and protect your refund rights

What Keeps is and how the subscription model works

Keeps is a telehealth-based hair loss treatment service that delivers prescription medications directly to your door. The company operates on a 90-day billing cycle, pairing digital consultations with ongoing shipments of clinically proven treatments such as finasteride and minoxidil. Understanding how Keeps structures its billing, delivery, and cancellation rights is essential before you decide to exit your subscription.

The Keeps subscription structure explained

Keeps does not charge you monthly. Instead, the company bills you every 90 days when your next supply ships automatically. This means your account remains 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 critical to understand-many Australian customers are caught off guard by the larger upfront charge every three months rather than a smaller monthly debit.

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 and why they cancel

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 reduces friction compared to traditional pathways. However, that same convenience can mask billing surprises. You may cancel because the treatment isn't delivering visible results, the quarterly cost no longer fits your budget, side effects develop, or you simply prefer alternative solutions.

Keeps subscription plans and pricing in australian dollars

Keeps offers a straightforward range of treatment combinations, each delivered as a 90-day supply at a fixed price per shipment cycle. Below is an approximate pricing guide for Australian customers.

Current treatment options and typical costs

The company provides three core treatment paths: finasteride alone, minoxidil alone, and a combination of both. Pricing varies depending on which treatment you select and any active promotions. Conversion rates from USD to AUD fluctuate, so contact Keeps directly for current pricing in Australian dollars.

Why the 90-day billing cycle affects your cancellation timeline

Because Keeps bills quarterly rather than monthly, each charge is substantially larger than a typical monthly subscription. This 90-day cadence means you must 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.

Your consumer rights under australian consumer law

Australian consumers enjoy robust protections under the Australian Consumer Law (ACL), Part 2-2 of the Competition and Consumer Act 2010. These rights apply directly to your Keeps subscription, regardless of where Keeps is incorporated. Understanding your legal position strengthens your negotiating stance if disputes arise.

Your legal position and key protections

Under the ACL, you have a statutory right to cancel a service acquired at a distance (such as telehealth) within 14 days of purchase without penalty, subject to limited exceptions. Furthermore, Keeps must provide you with clear, accurate information about billing frequency, charges, and cancellation procedures before you subscribe. The company must also make cancellation as easy as the original sign-up process.

If Keeps charges you after you cancel, or if you cancel within 14 days of your initial purchase, you have a right to a refund of any sums paid. The Australian Consumer and Competition Commission (ACCC) enforces the ACL and acts as the primary authority for consumer complaints. If Keeps refuses your cancellation or refund, you may lodge a complaint with the ACCC or escalate to the Australian Small Business Ombudsman if appropriate.

Unfair contract terms and automatic renewal rules

In accordance with the ACL, any term in Keeps' subscription agreement that unfairly favours the company over you is unenforceable. Terms that lock you into automatic renewals without clear, prior consent or that make cancellation deliberately difficult fall into this category. The law requires that Keeps obtain your explicit, informed consent before each renewal charge. If the company has charged you without clear consent or after you instructed cancellation, you may dispute the charge through your bank (chargeback) and lodge a complaint with the ACCC.

How to cancel your Keeps subscription online

Keeps provides a self-service cancellation portal within your account dashboard. Following these steps ensures your cancellation is documented and processed before your next billing date.

Step one: log in to your Keeps account

Visit the Keeps website and enter your email address and password. If you have forgotten your credentials, use the "Forgot Password" link to reset them. Access to your account is essential because it gives you control over the cancellation process and provides a confirmation record.

Step two: navigate to account settings or subscription management

Once logged in, locate the "Account" or "Subscription" section. This area displays your current treatment plan, billing date, and next refill date. Review this information carefully to confirm you understand when your next charge will occur.

Step three: select the cancellation option and confirm your choice

Within the subscription management section, find the "Cancel Subscription" or "End Subscription" button. Click it. Keeps may ask you to provide a reason for cancellation and offer retention incentives such as a discount or pause option. You are under no obligation to accept these offers. Proceed to confirm your cancellation request.

Step four: capture your cancellation confirmation

After you confirm cancellation, Keeps should display a confirmation message or send you a confirmation email within 24 hours. Take a screenshot of the on-screen confirmation and save the email. This documentation proves you cancelled within the required timeframe and protects you if Keeps disputes the cancellation later.

Step five: verify your cancellation status after 48 hours

Log back into your account 48 hours after cancellation and confirm that your subscription status has changed to "Cancelled" or "Inactive". If the status remains active, your cancellation may not have processed. Proceed immediately to the phone-based cancellation method below.

Cancelling by phone if your refill is within 24 hours

If your next refill date is within 24 hours, the online portal may not process your cancellation quickly enough to prevent a charge. In this scenario, you must contact Keeps by telephone to request immediate cancellation.

Contact information and support hours

Call Keeps at +1 (551) 290-3248. Customer support is available Monday to Sunday, 10am to 6pm Eastern Standard Time (EST). Note that EST is currently 14 to 16 hours ahead of Australian Eastern Time, depending on daylight saving status. Calculate the correct call time before you dial to avoid calling outside support hours.

What to say when you call and how to document the conversation

When you reach a representative, state clearly: "I wish to cancel my Keeps subscription effective immediately." Provide your account email address and full name. Repeat your request verbally and ask the representative to confirm the cancellation date and time on the call. Request their name, employee ID, and the date and time of the call. Note these details yourself as well. Ask the representative to confirm that no further charges will be applied to your account.

Request an email confirmation of your cancellation. Do not end the call until the representative agrees to email you a cancellation confirmation within 24 hours. This email serves as your legal proof of cancellation and is essential if you later dispute a charge.

Cancelling by email if online or phone options fail

If the online portal does not process your cancellation or you cannot reach customer support by phone, email Keeps directly. Email provides a dated, written record of your cancellation request.

Drafting your email and sending it to Keeps

Send an email to [email protected] with the subject line: "Subscription Cancellation Request-[Your Email Address]". In the body, include the following information:

• Your full name
• Your Keeps account email address
• Your account number (if available)
• The date and time of the email
• A clear statement: "I request immediate cancellation of my Keeps subscription effective today."
• Your request that Keeps confirm cancellation via return email within 24 hours

Send the email from the email address associated with your Keeps account. Save a copy for your records. Keeps should respond within 24 hours confirming cancellation. If no response arrives within 24 hours, follow up with a second email marked "URGENT" and state that you are formally requesting confirmation of receipt and cancellation status.

What to do after you cancel and how refunds work

Once your cancellation is confirmed, you enter a post-cancellation period during which you must monitor your account and payment method to ensure no further charges occur.

Check your account one week after cancellation

Log into your Keeps account 7 days after your cancellation confirmation and verify that your subscription status remains "Cancelled" and that no new shipments are scheduled. If a shipment or charge appears, contact Keeps immediately using the phone or email method above.

Monitor your payment method for erroneous charges

Review your credit card, debit card, or PayPal statement for 30 days after cancellation. If Keeps charges you after you cancelled, do not delay. Report the unauthorized charge to your bank immediately and request a chargeback. Provide your bank with screenshots of your cancellation confirmation email and your account cancellation status. Australian banks are required to investigate unauthorized charges within 20 business days under the ePayments Code.

Refund eligibility and timelines

If you cancel within 14 days of your initial sign-up (the statutory cooling-off period under the ACL), you are entitled to a full refund of any amount paid. Keeps must refund you within 30 days of receiving your cancellation request. If you cancel after 14 days, your eligibility for a refund depends on whether you have received your shipment and opened/used the medication. Unused, sealed medication is typically refundable; opened or used medication generally is not.

If Keeps charged you after you cancelled but within the 90-day cycle, you are entitled to a refund of that charge. Request the refund in writing via email to [email protected]. If Keeps does not refund you within 30 days, lodge a complaint with the ACCC or your state's fair trading authority.

Common mistakes to avoid when cancelling Keeps

Cancelling a subscription is straightforward, but small errors can delay your cancellation or leave you unprotected if a dispute arises. Taking deliberate steps now prevents frustration later.

Mistake one: not checking your refill date before you cancel

If your refill date is within 24 hours when you submit your cancellation online, the system may not process your request in time. You will then be charged for another 90-day supply. Always check your refill date first. If you are within 24 hours, call customer support or email Keeps before attempting the online cancellation.

Mistake two: assuming cancellation is complete without confirmation

Online portal confirmations can be misleading. A confirmation message on your screen does not guarantee that Keeps' backend system has processed your cancellation. Always wait for an email confirmation or call customer support to verify. Do not assume you are cancelled until you see your account status change to "Cancelled" or receive written confirmation.

Mistake three: not saving your cancellation documentation

Screenshots of confirmations, confirmation emails, and call notes are your only proof of cancellation if Keeps disputes your claim later. Store these documents in a dedicated folder, take screenshots of on-screen confirmations, and forward confirmation emails to a personal email account as backup. Your documentation is your legal protection.

Mistake four: failing to check your account or payment statements after cancellation

Some customers cancel and assume all is handled. Weeks later, they discover Keeps charged them again. You must actively verify that no charges occur in the 30 days after cancellation. Check your account portal and your bank statements weekly. Prompt detection of erroneous charges strengthens your dispute position.

Mistake five: not disputing unauthorized charges immediately

If Keeps charges you after you cancelled, contact your bank the same day. Do not delay. Australian banks must investigate disputes within 20 business days, and prompt reporting strengthens your case. Provide your bank with all cancellation documentation.

Comparing Keeps with alternative hair loss solutions

Before cancelling, you may want to explore whether other solutions better suit your needs and budget. Yafee has helped thousands of consumers evaluate subscription services and make informed decisions about cancellation and alternatives.

Keeps versus other telehealth hair loss services

Several alternative telehealth providers operate in Australia, including Ro, GoodRx, and locally-based services. These services vary in treatment options, pricing, billing cycles (monthly vs. quarterly), and customer support quality. If you are cancelling Keeps because of cost, compare quarterly prices with competitors. If you are cancelling due to lack of results, some competitors offer shorter initial commitments or satisfaction guarantees. Research thoroughly before committing to a new service.

Keeps versus traditional pharmacy and GP pathways

You may also consider reverting to your GP and a local pharmacy. This approach requires in-person appointments but eliminates ongoing subscription charges. Your GP can assess whether your hair loss is related to an underlying health condition and prescribe finasteride or minoxidil locally. Over-the-counter minoxidil is available at Australian pharmacies without prescription and may offer a lower-cost alternative to Keeps if you decide topical therapy alone is sufficient.

Step-by-step cancellation checklist

Use this checklist to ensure you complete every step and document your cancellation properly. Yafee recommends saving this checklist for your records.

How yafee supports australian consumers in cancelling subscriptions

Yafee is a specialised contract law and consumer rights platform that guides Australian customers through the cancellation process for subscription services. Yafee provides plain-language legal guidance, step-by-step checklists, and dispute escalation support to help you cancel safely and secure refunds when applicable.

Why yafee is your trusted resource

Yafee operates under Australian Consumer Law and works with the ACCC to ensure that cancellation guides reflect current legal requirements. Each Yafee guide, including this one on cancelling Keeps, is reviewed by contract law specialists to ensure accuracy and completeness. When you use Yafee, you receive guidance grounded in legislation, not generic advice.

Next steps with yafee

If you encounter resistance from Keeps during cancellation, Yafee can help you draft a formal dispute letter and escalate your case to the appropriate authority. Visit yafee.com to review your subscription agreement, document your communications, and prepare for any dispute. Yafee has helped thousands of consumers cancel Keeps and similar services with confidence and security.

Final summary: cancelling Keeps in australia

Cancelling your Keeps subscription is your legal right under Australian Consumer Law. You have a 14-day cooling-off period from initial sign-up, after which you retain the right to cancel at any time with no penalty. You must cancel before your refill date to avoid an unwanted charge. Consequently, track your refill date closely, use the online cancellation portal if you have more than 24 hours, and call customer support if you are within 24 hours of your next charge.

Save all cancellation confirmations, monitor your account and bank statements for 30 days, and dispute any unauthorized charges immediately. If Keeps refuses your cancellation or fails to refund you, lodge a complaint with the ACCC or your state's fair trading authority. Yafee remains available to guide you through dispute resolution and to help you understand your rights at every stage.

Contact information for further assistance

Keeps customer support: +1 (551) 290-3248, Monday to Sunday, 10am-6pm EST. Email: [email protected]. If Keeps does not respond or refuses your cancellation, contact the ACCC at accc.gov.au or your state fair trading office. For further guidance on your consumer rights, visit yafee.com today.