How to cancel Keeps in new zealand and protect your consumer rights

What Keeps is and how it operates in new zealand

Keeps is a direct-to-consumer hair-loss treatment service that delivers prescription and over-the-counter medications to your door through recurring subscriptions. You complete an online consultation, receive a personalised treatment plan, and then receive scheduled shipments of products such as minoxidil and finasteride at intervals you control.

In New Zealand, Keeps operates under My Keeps Ltd and you manage your entire subscription through your online account dashboard at keeps.com. The company maintains a registered postal address in Albany, Auckland for correspondence. Understanding your cancellation options and legal protections is essential, which is why Yafee has created this comprehensive guide to walk you through every step of the process.

How Keeps subscriptions function

Your subscription renews on a schedule you establish during sign-up, typically every three months. Each billing cycle charges your registered payment method and triggers a shipment within several business days. You retain control over the frequency and timing of your shipments through your account settings, although you must act before your renewal date to prevent unwanted charges.

Why timing matters when you cancel Keeps

Keeps processes shipments in the final 24 hours before your next delivery date. If your refill date is tomorrow and you cancel today, your shipment may still process and ship to you. Yafee recommends calling Keeps support immediately if your next order is within 24 hours to prevent unexpected charges and ensure your cancellation takes effect before billing occurs.

Why you might want to cancel Keeps

Your reasons for cancelling are entirely valid and your decision deserves straightforward support.

Common reasons new zealand customers cancel

• Treatment results do not match expectations or the promised timelines
• Side effects develop or worsen during your treatment course
• Subscription costs accumulate faster than you anticipated or budgeted
• Your doctor, dermatologist, or general practitioner recommends discontinuing the product
• Life circumstances change and the ongoing commitment no longer suits your situation
• You prefer to source hair-loss treatments through a local pharmacy instead
• You wish to switch to an alternative treatment provider or method

Whatever your reason, you deserve a clear, friction-free cancellation process. Your health and financial wellbeing are the priority.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 establish your rights when you cancel a subscription service in New Zealand.

Your legal position

Under the Consumer Guarantees Act 1993, you have the right to cancel a subscription service. If Keeps continues to charge you after you have cancelled, or if your cancellation request is not honoured, this constitutes an unfair contract term and a breach of the Fair Trading Act 1986. The Commerce Commission is New Zealand's primary enforcement body for consumer protection legislation. You can lodge a complaint with the Commerce Commission if Keeps refuses to cancel your subscription or continues billing after cancellation.

Furthermore, if you paid for a service you did not receive (because you cancelled before your next shipment), you are entitled to request a refund for that billing cycle. Keeps must process refunds within a reasonable timeframe, typically 5 to 10 business days, depending on your bank's processing time.

What cancellation means under new zealand consumer law

Cancellation terminates your subscription agreement and stops all future charges. You remain responsible for any products already shipped or charged before your cancellation took effect. However, you do not forfeit your right to a refund for an unshipped order if you cancel before the shipment is dispatched.

Cancellation methods: which option suits your situation

Keeps offers multiple cancellation routes, and your choice depends on your account status, urgency, and technical access.

Online cancellation via keeps.com (fastest and recommended)

This is the primary and most reliable cancellation method. You log into your account, navigate to your subscription settings, and confirm cancellation with a single click. The system provides immediate confirmation and preserves a record of your cancellation request in your account history. You retain access to your account and past order records indefinitely after cancellation.

Phone cancellation with Keeps customer support

Call Keeps directly if your next refill ships within 24 hours, if you encounter technical issues on the website, or if you prefer speaking with a human representative. A customer service agent can cancel your subscription on the spot, confirm your cancellation, and answer questions about pausing your subscription if you wish to revisit treatment in future. Phone cancellation also creates a verbal record and reduces the risk that your online cancellation fails silently.

Email contact for disputes and escalation

If standard cancellation fails, if Keeps continues billing after cancellation, or if you encounter resistance from customer service, email My Keeps Ltd directly at their New Zealand office address. Include screenshots of your cancellation confirmation, bank statements showing unwanted charges, and a clear description of the problem. Yafee recommends sending this via registered email so you retain proof of delivery and content.

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

Follow these procedures carefully to ensure your cancellation processes successfully 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 have forgotten your password, click "Forgot password?" and follow the email reset link
   • Check your spam folder if the password reset email does not arrive within 5 minutes
3. Navigate to your subscription dashboard or account settings
   • Look for a menu option labelled "Subscription," "My Subscription," or "Account Settings"
   • Your subscription details appear as a card or table showing your next billing date and shipment status
4. Select the option to cancel or pause your subscription
   • Do not select "pause" unless you plan to resume within a few months
   • Select "cancel subscription" to terminate the service permanently
5. Confirm your cancellation when prompted
   • Keeps may ask you why you are cancelling; you can provide feedback or skip this step
   • Click the final confirmation button to complete the process
6. Take a screenshot of your cancellation confirmation page
   • Save this image to your device as proof of cancellation
   • Note the date, time, and confirmation reference number if displayed

Cancelling by phone

1. Locate the Keeps customer service phone number on your account page or in a recent email receipt
2. Call during New Zealand business hours (check their website for exact times)
   • If you reach an automated system, select the option for account or billing support
   • Have your account email address and phone number ready
3. Explain to the representative that you wish to cancel your subscription
   • Be clear and direct; say "I want to cancel my Keeps subscription permanently"
   • Do not agree to a pause or discount offer unless you genuinely want to continue
4. Ask the representative to confirm your cancellation date and when charges will stop
   • Request a confirmation email to your registered address
   • Ask for a reference number or confirmation code
5. Thank the representative and end the call
   • Wait for the confirmation email to arrive within 24 hours
   • If no email arrives, follow up via the email method below

Cancelling by email

1. Open your email client and compose a new message to My Keeps Ltd at their New Zealand office
   • Use the address provided in the "Cancellation address and contact details" section at the end of this guide
   • Include your account email address and phone number in the subject line
2. State your cancellation request clearly in the email body
   • Write: "I request immediate cancellation of my Keeps subscription effective today. Please confirm cancellation and ensure no further charges occur."
   • Include your account email address, full name, and date of birth if you have it
3. Attach a screenshot of your account dashboard showing your current subscription status
   • If you have bank statements showing unwanted charges, attach those too
4. Send the email with read receipt enabled so you know Keeps has received it
   • Send from the email address associated with your Keeps account
5. Check for a reply within 48 business hours
   • If no reply arrives, resend the email or call customer support
   • Keep a copy of your sent email for your records

Timeline and what happens after you cancel

Understanding the post-cancellation timeline helps you monitor your account and detect any billing errors.

Immediate (within hours)

Your cancellation request registers in Keeps' system. If you cancel online or by phone, you receive immediate confirmation. The system should display your subscription status as "Cancelled" in your account dashboard within 2 hours.

Within 24 hours

Keeps processes your cancellation and updates your billing status. If your next shipment has not yet been dispatched, it will not be sent. Consequently, you will not be charged for the next billing cycle. If your shipment has already left the warehouse, it will still arrive; however, you can refuse delivery or initiate a return once it arrives.

Within 5 to 10 business days

Any refunds for unshipped orders are processed by Keeps and sent to your original payment method. Your bank receives the refund and adds it back to your account. Check your bank statement to confirm the refund has posted. Yafee recommends verifying this timeline with your bank if the refund does not appear within 10 days.

Ongoing

Your account remains accessible to view your prescription history, past orders, and treatment records. You can log in at any time to retrieve this information for your doctor or pharmacist. You do not lose access to your account simply because you cancelled your subscription.

Refunds and billing: what you are entitled to

Your refund eligibility depends on when you cancel relative to your next billing and shipment dates.

You are entitled to a refund if:

• You cancel before your next billing date and no charge has been applied
• You are charged after you cancel and the charge is for an unshipped order
• You refuse delivery of a package shipped after your cancellation was submitted
• You paid for a subscription that was not delivered or was cancelled by Keeps without your permission

You may not receive a refund if:

• Your next shipment has already been dispatched from the warehouse (although you can refuse delivery or return it)
• You cancel after your billing date and a charge has already been processed
• You received your product as ordered and then cancel without a valid reason under consumer law

How to request a refund

If you are charged after cancellation, email Keeps immediately with your cancellation confirmation and bank statement showing the unwanted charge. Include the transaction date, amount, and reference number. Request a full refund and specify your preferred refund method (original payment method or bank transfer). Keeps must respond within 14 days and process the refund within 5 to 10 business days thereafter.

Common cancellation mistakes and how to avoid them

You are taking the right step by planning your cancellation carefully. Below are pitfalls that catch customers off guard, and how to sidestep them.

Mistake 1: cancelling too late in your billing cycle

If you wait until the final day before your next billing date to cancel, Keeps may process your charge before your cancellation request reaches their billing system. Yafee recommends cancelling at least 48 hours before your next billing date to create a buffer. Check your account today and note your exact renewal date so you can plan ahead.

Mistake 2: confusing "pause" with "cancel"

If you select "pause subscription" instead of "cancel subscription," your account remains active and your next charge will resume after the pause period ends. Pause is useful only if you plan to restart treatment within a few weeks. For permanent cancellation, always select the "cancel" option explicitly.

Mistake 3: not requesting written confirmation

If you cancel by phone and do not ask for a confirmation email, you have no proof that you cancelled if Keeps continues charging you later. Always request written confirmation-via email, screenshot, or reference number-so you can dispute any post-cancellation charges with your bank or the Commerce Commission if necessary.

Mistake 4: ignoring the 24-hour shipment window

Keeps' final warning during checkout states that orders ship within 24 hours of your renewal date. If your renewal date is tomorrow, cancelling today may not stop tomorrow's shipment. Call Keeps immediately if you are within 24 hours of your renewal date to ensure your order does not ship.

Mistake 5: not monitoring your bank statement

After you cancel, check your bank statement weekly for at least two billing cycles to confirm no further charges appear. If an unexpected charge occurs, report it to your bank immediately and provide your cancellation confirmation as proof that you requested termination.

What to do if Keeps continues billing after cancellation

If you cancel Keeps and a charge still appears on your bank statement, you have clear rights under New Zealand consumer law.

Step 1: gather your evidence

• Collect your cancellation confirmation (screenshot, email, or reference number)
• Print or screenshot your bank statements showing the unwanted charge
• Save any emails or correspondence with Keeps about your cancellation
• Note the date you cancelled and the date the unwanted charge appeared

Step 2: contact Keeps in writing

Email My Keeps Ltd using the address at the end of this guide. Explain that you cancelled your subscription on [date] and you have been charged on [date] for a service you did not request. Attach your cancellation proof and bank statement. Request a full refund and state that you expect a response within 7 days.

Step 3: request a refund from your bank

Contact your bank or financial institution and request a dispute or chargeback for the unwanted Keeps charge. Provide your cancellation confirmation and explain that you terminated your subscription before the charge was applied. Your bank will investigate and, in most cases, reverse the charge within 10 to 15 business days.

Step 4: escalate to the commerce commission if necessary

If Keeps refuses to refund you and your bank does not reverse the charge, lodge a formal complaint with the Commerce Commission. The Commerce Commission is New Zealand's consumer protection regulator and has the power to compel Keeps to refund you and pay penalties for breaching the Fair Trading Act 1986. Include your cancellation proof, bank statements, and copies of all correspondence with Keeps.

Comparison of cancellation methods

Each cancellation method has advantages and drawbacks depending on your situation and preferences.

After your cancellation: protecting your data and prescription

Cancelling your subscription does not mean you lose your prescription or medical records with Keeps.

Your account remains active

You can continue to log into your Keeps account indefinitely and view your complete prescription history, past orders, consultations, and clinician notes. This information is yours and belongs to you. Download or screenshot your prescription records if you plan to switch to another provider or wish to share them with your doctor.

Retrieving your prescription

If you cancelled but wish to resume treatment with Keeps later, your prescription is still on file and you can reactivate your subscription quickly. If you wish to fill your prescription at a local New Zealand pharmacy instead, you can request your prescription be sent to the pharmacy of your choice. Contact Keeps via email with the name and address of your pharmacy, and they will forward your prescription directly.

Unsubscribe from marketing emails

Cancelling your subscription does not automatically remove you from Keeps' email marketing list. Visit your account settings and uncheck the "marketing emails" or "promotional communications" option to stop receiving newsletters and promotional messages. Alternatively, click the "Unsubscribe" link in any marketing email from Keeps.

Cancellation address and contact details

Use the following contact details if you need to reach Keeps or escalate a dispute.

My Keeps ltd (New zealand office)

Albany, Auckland, New Zealand

Email: [Use the contact form on keeps.com or reply to your most recent billing email]

Phone: [Check keeps.com for customer support number or call the number listed on your most recent invoice]

Escalation to the commerce commission

If Keeps refuses to honour your cancellation or refund, lodge a complaint with the Commerce Commission:

Commerce Commission
Level 3, 119 Customhouse Quay
Wellington 6011
New Zealand

Website: comcom.govt.nz

Phone: 0800 943 600

Summary and next steps

Cancelling Keeps in New Zealand is straightforward when you follow the steps above. You have the right to cancel your subscription at any time, and the company must honour your cancellation request within 24 hours. If you are charged after cancellation, you are entitled to a full refund, and the Commerce Commission will back your claim if Keeps refuses.

Your best path forward is to cancel online via keeps.com (fastest), request a written confirmation, and monitor your bank statement for the next two billing cycles. If an unwanted charge appears, contact Keeps immediately and escalate to your bank if they do not refund you within 7 days. Yafee has helped thousands of consumers cancel subscriptions, retrieve refunds, and move forward with clarity and confidence. Your cancellation is legitimate, your rights are protected by law, and you deserve a smooth exit from Keeps.