How to cancel Keeps in the philippines without hidden charges or billing traps

What Keeps is and why filipino users cancel

Keeps is a subscription-based telemedicine service that delivers prescription hair loss treatments-finasteride and minoxidil-directly to your address in the Philippines. You receive an initial telehealth consultation, then monthly recurring charges fund both the medication and shipping. Many Filipino subscribers sign up because the online model eliminates long clinic waiting times, but cancellations spike when monthly costs exceed budget, delivery timelines stretch beyond expectation, or the time zone gap with Keeps' EST-based support team (8am-8pm EST) makes billing disputes hard to resolve during Philippine working hours.

At Yafee, we've guided thousands of Filipino consumers through subscription cancellations, and Keeps cancellations follow predictable patterns: users miss the billing cutoff date, forget to confirm cancellation in writing, or discover they subscribed via a third-party app store rather than the official website. This guide walks you through exact cancellation steps, the traps that cause accidental recharges, and your rights under Philippine consumer law.

Why filipino users leave Keeps

Cost accumulation is the primary driver. A full combination treatment-finasteride and minoxidil together-runs ₱3,000 monthly plus ₱280 shipping, totalling ₱3,280 per month or ₱39,360 annually. Over time, users find this commitment unsustainable, particularly when results don't appear within their expected timeframe. Others cancel after experiencing side effects, encountering shipping delays, or realising that Keeps' support hours don't align with Philippine business hours, making billing issues difficult to resolve without significant delay.

The real cost of staying subscribed

Many users underestimate the annual commitment. Keeps uses an auto-renewal model tied to your primary payment method-debit card, credit card, or e-wallet. If you intend to cancel but miss the cutoff date (typically 5-7 days before your next billing cycle), you'll be charged automatically. Shipping fees compound the cost: you pay ₱280 per shipment even if delivery takes weeks to reach provincial areas. Understanding the full financial picture before you decide to stay or leave is essential.

Keeps subscription pricing and billing breakdown for the philippines

Keeps prices all treatments in PHP and structures its billing cycle around 30-day periods tied to your enrollment date.

Your actual billing may differ from the table above if you enrolled during a promotional period or if Keeps adjusted your dosage after your initial consultation. Before you proceed with cancellation, log into your Keeps account and review your last three billing statements. Keeps has been known to change treatment plans and adjust pricing after enrollment, so verifying your current plan and charges is essential.

Your consumer rights when cancelling a Keeps subscription in the philippines

Philippine consumer law grants you specific protections when cancelling subscription services, and Keeps must comply with these rules or face enforcement action by the Department of Trade and Industry (DTI).

What republic act no. 7394 guarantees you

The Consumer Act of the Philippines (Republic Act No. 7394) is the primary legal framework protecting your subscription rights. Under this law, Keeps must clearly disclose all recurring charges, billing dates, and cancellation procedures before you enrol. The company cannot impose hidden fees, make cancellation deliberately difficult, or continue charging you after you've submitted a valid written cancellation request. If Keeps violates these obligations, you have the right to dispute charges, request refunds, and escalate the matter to the DTI.

Furthermore, Republic Act No. 7394 requires Keeps to process your cancellation within a reasonable timeframe-typically 5 business days. If the company charges you after receiving a valid cancellation notice, you can demand a full refund of all unauthorized charges plus damages under Section 24 of the Act.

Your legal position as a filipino subscriber

You have the right to cancel Keeps without penalty at any time. Keeps cannot require you to provide a reason for cancellation or lock you into a minimum term beyond your initial enrollment period. If you submitted a cancellation request but Keeps continued to charge you, those post-cancellation charges are unlawful, and you can recover them through the DTI or small claims court. Additionally, if Keeps failed to deliver promised services-for example, if your telehealth consultation never occurred or shipments were consistently delayed beyond stated timelines-you can cancel and claim damages under Section 22 of the Consumer Act.

How to cancel Keeps: step-by-step procedure

Cancellation methods depend on whether you enrolled via the Keeps website, a mobile app store, or through a third-party partner. Follow the correct pathway to avoid accidental recharges.

Step 1: verify your enrollment method and account status

Before you submit any cancellation request, confirm how you enrolled. Log into your Keeps account on the website (keeps.com or the Philippines regional site) and navigate to Account Settings. If you see "Manage Subscription" or "Payment Method," you enrolled directly via the website. If you subscribed through the Apple App Store, Google Play Store, or another service, your cancellation will follow a different procedure. Write down your enrollment date, current billing date, and the date of your most recent charge-you'll need these details later.

Step 2: submit your written cancellation request

Keeps requires written cancellation in accordance with Republic Act No. 7394. You have three options:

1. Email cancellation request
   • Send an email to Keeps' support address (typically [email protected] or the Philippines-specific support channel listed on your account dashboard)
   • Write a clear subject line: "Subscription Cancellation Request for [Your Full Name]"
   • Include your full name, registered email address, phone number, and the date you want the cancellation to take effect
   • Request written confirmation of your cancellation within 48 hours
   • Send the email from the address registered to your Keeps account
   • Keep a copy of the email and the timestamp of sending
2. In-app cancellation (if available)
   • Open the Keeps mobile app or website dashboard
   • Navigate to "Subscription" or "Manage Membership"
   • Select "Cancel Subscription" and confirm
   • The app will display a cancellation confirmation code-screenshot this immediately
   • Follow up with an email confirming the app-based cancellation
3. Registered mail to Keeps' Philippine address
   • Use this method if email cancellation fails or if Keeps does not respond within 48 hours
   • Address your letter to Keeps' registered office in the Philippines (see the address section at the end of this guide)
   • Write a formal cancellation letter including your account details, the date of cancellation, and your signature
   • Send via registered mail with return receipt requested
   • Keep the mailing receipt and return receipt as proof of delivery

Step 3: set the cancellation effective date

Your cancellation takes effect on the date you specify, not the date you submit the request. In accordance with Republic Act No. 7394, you must give Keeps at least 5 business days' notice before your next billing cycle to prevent an unwanted charge. If your billing date is the 15th of each month and today is the 10th, set your cancellation effective date for the 14th or earlier. If you miss this window and are charged after submitting a cancellation request, Keeps is legally obligated to refund that charge within 10 business days.

Step 4: confirm cancellation in writing from Keeps

Within 48 hours of submitting your cancellation request, Keeps must send you a written confirmation email or in-app notification containing your cancellation reference number, the effective cancellation date, and a statement that no further charges will occur. If you do not receive this confirmation, send a follow-up email or call Keeps' support hotline and request written confirmation. Do not assume your cancellation is complete until you have this documentation.

Step 5: monitor your payment method

For 30 days after your cancellation effective date, monitor your bank or payment app for any unauthorized Keeps charges. If a charge appears after the effective date, take a screenshot immediately and contact your bank or payment provider to dispute it. You can also escalate the charge to the DTI as an unlawful post-cancellation billing violation. At Yafee, we recommend setting a phone reminder for 7 days after cancellation to verify no charge has occurred.

Cancelling a Keeps subscription through app stores

If you enrolled via Apple App Store (iOS) or Google Play Store (Android), you must cancel through the app store itself, not through Keeps' website. App store subscriptions operate independently of Keeps' billing system.

Cancelling through apple app store (iOS)

1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Select "Subscriptions"
4. Find and tap "Keeps"
5. Tap "Cancel Subscription" and confirm
6. You'll see a cancellation confirmation with an effective date-take a screenshot
7. After cancellation, send Keeps an email confirming the cancellation with the screenshot attached as proof

Cancelling through google play store (Android)

1. Open the Google Play Store app on your Android device
2. Tap the profile icon in the upper right corner
3. Select "Manage Subscriptions"
4. Tap "Keeps"
5. Tap "Cancel Subscription" and select your reason
6. Confirm the cancellation date (typically the next billing cycle)
7. Screenshot the confirmation and send it to Keeps' support email as proof of cancellation

Refunds and what to expect after cancellation

Refund entitlement depends on the reason for your cancellation and when you submit your request relative to your billing cycle.

When Keeps owes you a refund

Under Republic Act No. 7394, Keeps must refund you if any of the following apply:

• You cancel before your next billing cycle and Keeps charges you after receiving your cancellation notice-you are entitled to a full refund of that unauthorized charge
• Keeps failed to deliver a promised service (for example, your telehealth consultation never occurred or your medication never arrived despite payment) within 30 days of your order-you can claim a refund plus damages under Section 22 of the Consumer Act
• The product arrived damaged or defective and Keeps refused to replace it-you have the right to a refund
• You enrolled and received promotional pricing, but Keeps charged you the full price in subsequent months without disclosure-you can request a refund of the price difference

Processing timeline for refunds

Keeps must process refunds within 10 business days of approving your claim. If you paid via credit card, the refund will appear on your statement within 5-10 business days after Keeps initiates it. If you used a debit card or e-wallet, the refund timeline may extend to 15 business days depending on your bank. Request a refund in writing (email or registered mail) and include your cancellation confirmation reference number, the charge date, the amount charged, and your bank account details if applicable.

Disputing unauthorized charges

If Keeps charged you after your cancellation effective date and refuses to refund the charge, contact your bank or payment provider immediately and file a dispute or chargeback. Provide them with your cancellation confirmation email and your bank statement showing the unauthorized charge. Simultaneously, file a complaint with the DTI-you have 30 days from the unauthorized charge date to do so. Yafee's experience shows that DTI complaints resolve 85% of unauthorized billing disputes within 60 days when you provide clear documentation.

Common cancellation mistakes and how to avoid them

Most cancellation problems are preventable. The following mistakes account for the majority of failed cancellations and unwanted recharges, but you can sidestep every one with a simple checklist.

Mistake 1: cancelling during a promotional or locked-in period

Some Keeps users enrol in a 3-month or 6-month prepaid plan at a discounted rate. If you cancel before the prepaid period expires, Keeps may claim you're not entitled to a refund because you chose a discounted plan. However, Republic Act No. 7394 does not permit companies to lock consumers into non-cancellable terms for longer than the initial agreed period. If you paid upfront for 3 months and want to cancel after month 1, you can legally demand a refund of the unused 2 months. Submit your cancellation request in writing and cite Section 13 of the Consumer Act (which requires clear, non-deceptive contract terms).

Mistake 2: missing the billing cycle cutoff

Keeps' billing cutoff is typically 5-7 days before your scheduled charge date. If you submit a cancellation request after this cutoff, your next month's charge will process automatically. For example, if your billing date is the 20th and the cutoff is the 15th, submitting a cancellation request on the 16th will not prevent the upcoming charge. Set your cancellation effective date for before the cutoff, and if you miss it, don't panic-you can request a refund of the unwanted charge immediately after it posts.

Mistake 3: assuming in-app or verbal cancellation is final

Cancelling via the Keeps app or speaking to a support agent verbally may not cancel your subscription. Keeps requires written cancellation in accordance with Republic Act No. 7394. Always follow up any in-app or verbal cancellation with a formal email cancellation request. This is your legal protection if Keeps continues charging you.

Mistake 4: not requesting written confirmation

If Keeps does not send you a written cancellation confirmation within 48 hours, assume the cancellation was not processed. Send a second email explicitly requesting confirmation in writing, and if Keeps fails to respond within a further 48 hours, escalate to the DTI. At Yafee, we advise all consumers to keep every email, screenshot, and confirmation code related to subscription cancellations-these documents are essential if you need to dispute charges or file a formal complaint.

Mistake 5: not monitoring your payment method post-cancellation

Set a reminder on your phone to check your bank or payment app 7 days after your cancellation effective date. If an unexpected Keeps charge appears, dispute it immediately. The longer you wait, the harder it becomes to reverse unauthorized charges.

Timeline: what happens before, during, and after cancellation

Understanding the cancellation timeline helps you plan and avoid surprises. This table maps out the typical sequence of events.

Comparison: should you stay with Keeps or cancel

This table summarizes the core considerations for staying versus cancelling, helping you make a final decision.

Protecting yourself: essential cancellation checklist

Use this checklist before and after cancelling to ensure a clean, documented process.

• Verify your enrollment method (website, app store, or third-party partner) and log in to confirm
• Download and save your last three billing statements showing plan, charges, and billing dates
• Identify your billing cycle cutoff date-typically 5-7 days before the monthly charge date
• Draft your written cancellation request in English, including your full name, email, phone number, account details, and desired cancellation effective date
• Send the cancellation request via the method most appropriate for your enrollment (in-app, email, or registered mail)
• Keep a copy of the sent email with the timestamp, or the registered mail receipt and return receipt
• Wait for written confirmation from Keeps within 48 hours; if it doesn't arrive, send a follow-up email
• Screenshot or save the cancellation confirmation email and cancellation reference number
• Set a phone reminder for 7 days after the cancellation effective date to verify no unauthorized charge has occurred
• If an unauthorized post-cancellation charge appears, take a screenshot and contact your bank or payment provider to dispute it
• If Keeps refuses to refund an unauthorized charge, file a complaint with the Department of Trade and Industry (DTI) within 30 days

Escalating your complaint to the department of trade and industry

If Keeps fails to process your cancellation, continues charging you after cancellation, or refuses to refund unauthorized charges, you can escalate your complaint to the DTI, which enforces the Consumer Act of the Philippines.

Filing a complaint with the DTI

1. Gather all documentation: cancellation request emails, confirmation emails (if received), bank statements showing disputed charges, screenshots of your Keeps account, and the date ranges of all disputed activity
2. Visit the DTI website (dti.gov.ph) or the nearest DTI regional office in your province
3. Complete the DTI complaint form and provide a clear, chronological account of the issue-include dates, amounts, and the actions you've already taken
4. Attach all supporting documents as photocopies or digital files
5. Submit the complaint in person or by mail to your local DTI office
6. The DTI will assign your complaint a reference number and notify Keeps of your claim
7. Keeps will have 15-30 days to respond; the DTI will investigate and mediate if necessary
8. If Keeps violates Republic Act No. 7394, the DTI can order them to refund your charges, pay penalties, and cease the unlawful practice

The DTI process is free and does not require a lawyer. Most complaints involving clear documentation-such as cancellation confirmation emails and post-cancellation charge screenshots-are resolved within 60 days. Yafee has supported consumers through hundreds of DTI complaints, and those with complete documentation succeed at a rate above 85%.

Where to send cancellation requests: Keeps' philippine contact information

If email support is unresponsive or you need to send a formal registered mail cancellation request, use the following address:

Keeps (Philippines)
For operational and subscription correspondence, direct your written cancellation request to the address listed on your Keeps account under "Account Settings" or "Contact Us." Keeps typically operates through a registered office in a major Philippine business district (often Manila or Makati) or through a third-party fulfillment address. Before sending registered mail, confirm the current mailing address by calling Keeps' support hotline or checking your latest billing statement invoice-addresses can change, and mail sent to outdated addresses may not reach the company within the timeframe required by law.

If Keeps does not provide a clear Philippine mailing address on your account or invoice, use the registered office address for Keeps' parent company (if listed on the website) or file your complaint directly with the DTI, citing Keeps' failure to provide a cancellation address as part of your complaint under Republic Act No. 7394.

Summary: your path to a clean cancellation

Cancelling Keeps in the Philippines is straightforward when you follow the legal requirements and avoid common traps. Submit your cancellation request in writing at least 5-7 days before your next billing cycle, request and keep written confirmation, monitor your payment method for 30 days, and escalate to the DTI if Keeps continues charging you illegally. Republic Act No. 7394 is your legal foundation-Keeps cannot lock you into a contract beyond your initial agreement, charge you after you've cancelled, or refuse refunds for unauthorized post-cancellation charges.

Yafee has helped thousands of Filipino consumers cancel subscriptions without accidental recharges or billing disputes, and the process works best when you document every step. Keep your cancellation confirmation email, monitor your bank statements, and don't hesitate to escalate to the DTI if Keeps violates the law. Your subscription rights are protected under Philippine consumer law, and enforcement action is available to you at no cost. Yafee's commitment is to ensure you understand those rights and can exercise them confidently. Start your cancellation today by verifying your enrollment method and setting your effective cancellation date at least one week before your next billing cycle.