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Frequently asked questions
Cancel Keeps: Step-by-Step Guide
How to cancel Keeps and regain control of your subscription in singapore
Why Keeps subscribers in singapore choose to cancel
Keeps is a telehealth subscription service that connects you with licensed doctors online to prescribe and deliver hair-loss treatments directly to your home. The service typically involves a consultation, a customised treatment plan (usually finasteride, minoxidil, or combination therapy), and automatic shipments billed every three months to your account.
The platform appeals to professionals in Singapore who value discretion and convenience over attending a dermatology clinic. However, cancellation becomes necessary when treatment results fall short of expectations, side effects emerge, or the recurring charges no longer align with your budget. Yafee has assisted thousands of users navigate subscription cancellations like this, and we recognise that clarity and confidence matter when you decide to exit.
Common reasons for cancellation
Subscribers typically cancel Keeps for three primary reasons. First, the treatment may not deliver visible results within the expected timeframe, leading you to reconsider the investment. Second, side effects such as headaches, scalp irritation, or sexual dysfunction prompt an immediate exit. Third, the cumulative cost of three-monthly billing catches subscribers off-guard, and they reassess whether the expense fits their financial priorities. Whatever your reason, your right to cancel remains absolute and protected under Singapore's Consumer Protection (Fair Trading) Act.
The cost of inaction
Automatic billing continues indefinitely until you actively cancel. Many subscribers miss the cancellation window and discover an unexpected charge on their next billing date. By acting now, you prevent charges scheduled beyond your cancellation date. Yafee's mission includes empowering you to take control before the next cycle executes.
Your legal position under singapore consumer law
Singapore's Consumer Protection (Fair Trading) Act grants you statutory protections when cancelling a subscription service like Keeps.
Your cancellation rights
You have the right to cancel your Keeps subscription at any time without penalty, provided the service offers automatic renewal. The Consumer Protection (Fair Trading) Act (Chapter 52A) mandates that subscription providers must offer a simple, cost-free cancellation mechanism accessible through the same channel used to purchase. This means if you subscribed via the Keeps website, you must be able to cancel via the website with equal ease. If you subscribed through the Apple App Store, you cancel through Apple's subscription settings. Yafee emphasises that the law explicitly prohibits hidden fees, mandatory retention periods, or requirement to contact customer service as the sole cancellation route.
Protection against unauthorised charges
If Keeps continues to charge your payment method after you submit a valid cancellation request, you have recourse under the Consumer Protection (Fair Trading) Act. You may dispute the charge with your bank or credit card issuer and request a chargeback. Simultaneously, you can lodge a complaint with the Consumers Association of Singapore (CASE), which investigates breaches and may compel refunds or penalties. Retain all evidence: confirmation screenshots, cancellation emails, and proof of submission with timestamps.
How to cancel Keeps via your account (fastest method)
Cancelling directly through your Keeps account provides instant confirmation and a digital audit trail, making this the recommended first step.
Step 1: log in to your Keeps account
- Visit the Keeps website (keeps.com or your regional Keeps portal).
- Enter your registered email address and password.
- If you have forgotten your password, click the "Forgot Password" link and follow the reset instructions sent to your email.
- Verify your identity if prompted by two-factor authentication.
Step 2: navigate to subscription settings
- Once logged in, locate your account menu, typically in the top-right corner or under a hamburger icon.
- Select "Account," "My Account," or "Profile" from the dropdown menu.
- Find the section labelled "Subscription," "Billing," "Manage Subscription," or "Orders."
- This section displays your current subscription status, next billing date, and renewal amount.
Step 3: locate the cancellation option
- Within the subscription panel, scroll to the bottom or look for a button labelled "Cancel Subscription," "End Subscription," or "I'd like to cancel my subscription."
- Click this button to initiate the cancellation workflow.
Step 4: select your cancellation reason
- Keeps presents a dropdown menu asking why you wish to cancel.
- Options typically include "Treatment ineffective," "Side effects," "Cost concerns," "No longer need treatment," or "Other."
- Select the reason that best describes your situation.
- This feedback helps Keeps improve its service but does not affect your unconditional right to cancel.
- You may optionally add comments in a text field, though this is not mandatory.
Step 5: confirm your cancellation
- Review the cancellation summary, which confirms your subscription will end and specifies the final billing date (if applicable).
- Click "Confirm Cancellation," "Yes, cancel my subscription," or the equivalent button.
- Do not close your browser or navigate away until you see a success message or green confirmation banner.
Step 6: secure your confirmation evidence
- Screenshot the entire confirmation screen, including the timestamp and confirmation reference number if provided.
- Check your registered email inbox (including spam and promotions folders) for a cancellation confirmation email within 15 minutes.
- This email typically states your subscription has been cancelled and confirms the date your access ends.
- Forward this confirmation email to yourself or save it in a dedicated folder for future reference.
- Yafee recommends storing both the screenshot and the email in cloud storage or printed form, as these prove your timely cancellation if a dispute arises.
Cancelling your Keeps subscription via apple app store
If you signed up for Keeps and renewed your subscription through the Apple App Store on iPhone or iPad, you must cancel through Apple's subscription settings, not through the Keeps app itself.
Step 1: open the apple app store
- On your iPhone or iPad, open the Apple App Store app (the blue icon with a white shape).
- Do not open the Keeps app; Apple's settings control your subscription.
Step 2: navigate to your subscriptions
- Tap your profile icon in the top-right corner of the App Store screen.
- If you do not see a profile icon, tap "Today" at the bottom, scroll to the very bottom of the screen, and tap your Apple ID.
- Tap "Subscriptions" from the menu that appears.
- You will see a list of all active and inactive subscriptions linked to your Apple ID.
Step 3: find and select Keeps
- Scroll through the subscription list and locate "Keeps."
- If Keeps does not appear, your subscription may already be cancelled or expired; check your email for confirmation or contact Keeps support.
- Tap on "Keeps" to open the subscription details page.
Step 4: confirm cancellation with apple
- On the Keeps subscription details page, tap "Cancel Subscription" at the bottom.
- Apple may display a reasons menu or a retention message; these do not prevent cancellation.
- Confirm your cancellation when Apple asks you to verify your decision.
- Tap "Confirm" or "Yes, cancel subscription."
- You will see a confirmation message stating your subscription ends on [specific date].
- Apple sends a cancellation confirmation email to your Apple ID email address within a few minutes.
Step 5: verify the cancellation
- Return to your App Store subscriptions page and confirm that Keeps now shows "Expires on [date]" rather than "Renews on [date]."
- Save or screenshot this confirmation, along with the Apple confirmation email, as proof of timely cancellation.
Cancelling via google play (Android devices)
If you subscribed to Keeps through Google Play on an Android phone or tablet, cancellation occurs through Google Play settings, not the Keeps app.
Step 1: open google play store
- On your Android device, open the Google Play Store app (the colourful triangle icon).
- Do not open the Keeps app itself.
Step 2: access your subscriptions
- Tap your profile icon in the top-right corner of Google Play.
- Select "Payments and subscriptions."
- Tap "Subscriptions."
Step 3: select Keeps and cancel
- Find "Keeps" in your active subscriptions list.
- Tap on Keeps to view subscription details.
- Tap "Cancel subscription" at the bottom.
- Google may present a survey or retention offer; select your reason and confirm cancellation by tapping the final "Cancel" button.
- You will receive an immediate confirmation message and a confirmation email to your Google account address.
Cancelling Keeps by phone or email
If the in-app cancellation method fails or you prefer direct contact, Keeps provides phone and email support as secondary cancellation channels.
Cancellation by phone
- Locate Keeps' customer service phone number on the official Keeps website under "Contact Us" or "Support."
- Call during published business hours and inform the representative that you wish to cancel your subscription.
- Provide your registered email address and account details.
- Request that the representative confirm your cancellation in writing via email immediately after the call.
- Note the date, time, and representative's name for your records.
Cancellation by email
- Send a cancellation request email to Keeps' customer service address (typically [email protected] or [email protected]; verify on their website).
- In your subject line, write "Subscription Cancellation Request."
- Include the following details in the body:
- Your full name and registered email address.
- Your account username or customer ID (if available).
- A clear statement: "I request immediate cancellation of my Keeps subscription, effective today."
- Your preferred cancellation date (typically "effective immediately").
- Send the email from your registered account email address to create a traceable record.
- Expect a confirmation email within 24-48 hours; if you do not receive one, follow up or escalate to Yafee for guidance.
Pricing and billing timeline for Keeps in singapore
Understanding your billing cycle prevents unwanted charges after cancellation.
| Billing frequency | Every 3 months (quarterly) |
| Typical monthly equivalent cost | SGD $35-55 per month (varies by treatment type) |
| Quarterly charge | SGD $105-165 per billing cycle |
| Next billing date | Displayed in your account subscription panel |
| Cancellation timing | Cancel before your next billing date to avoid the charge |
| Refund eligibility | Depends on cancellation timing; see refund section below |
Refunds and what to expect after cancellation
Your refund eligibility depends on when you cancel relative to your billing cycle and whether unused medication was already shipped.
Timing and refund eligibility
- Cancellation before next billing date: No charge is applied, and no refund is necessary.
- Cancellation after a charge has posted: Contact Keeps within 7-14 days to request a refund. Most refunds are issued within 5-10 business days to your original payment method.
- Unopened or unused medication received: Keeps may request return of unopened shipments for a full refund. Yafee advises confirming the return process before shipping at your own cost.
- Opened or partially used medication: Refunds are typically not available, as the medication is consumable and cannot be resold. Consult Keeps' refund policy on their website for exceptions.
What happens immediately after cancellation
- Your subscription status changes to "Cancelled" or "Expires on [date]" in your account.
- No additional shipments are scheduled after your cancellation date.
- Your access to the Keeps telehealth portal may remain available until your subscription officially ends, allowing you to download records or consult stored medical information.
- You will not receive renewal reminders or payment requests.
- If you used a prescription issued by a Keeps doctor, the prescription remains valid with your pharmacist; however, Keeps will no longer manage refills or shipments.
Common cancellation mistakes and how to avoid them
Many subscribers encounter friction during cancellation. By anticipating these traps, you protect yourself from unexpected charges and service delays.
Mistake 1: assuming the app deletion equals cancellation
Deleting the Keeps app from your phone does not cancel your subscription. The subscription remains active in Keeps' billing system, and charges continue. You must formally cancel through the account settings, Apple App Store, Google Play, or by contacting Keeps directly. Yafee has assisted users who discovered phantom charges months after deleting the app, so please do not confuse deletion with cancellation.
Mistake 2: missing the billing cycle deadline
Keeps bills you every three months. If your next billing date is 5 November and you cancel on 6 November, the charge posts on 5 November before your cancellation takes effect. Cancel at least 2-3 days before your next billing date to ensure the system processes your request in time. Check your account subscription panel now to see your exact billing date.
Mistake 3: relying on email alone without confirmation
Sending a cancellation email to Keeps is valid, but it lacks the immediate confirmation of web or app cancellation. If Keeps does not respond within 48 hours, follow up or cancel through the app simultaneously to ensure compliance. Always retain a copy of your email and any response for dispute evidence.
Mistake 4: not saving confirmation evidence
A screenshot of your cancellation confirmation screen and the confirmation email are your proof if Keeps disputes the cancellation later. Without this evidence, a chargeback claim or CASE complaint becomes harder to substantiate. Store both in a dedicated folder or cloud service.
Mistake 5: cancelling without notifying your doctor
If you are using Keeps' prescription medication under a doctor's guidance, inform your treating doctor outside Keeps (your primary care physician or dermatologist) of your intention to stop. Abruptly ceasing finasteride or minoxidil without medical guidance may cause unexpected hair-shedding rebound. Your Keeps doctor's advice may also be relevant: they may recommend a tapering schedule or alternative therapy. Yafee recognises that health decisions and financial decisions intersect, and professional advice strengthens both.
After cancellation: what to do next
Cancellation is only the beginning; the following steps ensure no surprises occur in the weeks ahead.
Monitor your bank or card statements
- Check your bank account or credit card statement 3-5 days after your planned next billing date to confirm no charge was applied.
- If a charge appears despite valid cancellation, contact your bank immediately to request a chargeback within 60 days of the transaction.
- Simultaneously, email Keeps with your cancellation proof (screenshot and confirmation email) demanding a manual refund within 7 days.
File a dispute with CASE if Keeps refuses
- If Keeps ignores your refund demand or denies the charge was your authorisation, lodge a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg.
- Provide CASE with your cancellation evidence, correspondence with Keeps, and proof of unauthorised charges.
- CASE investigates free of charge and may compel Keeps to issue a refund or penalties for breaching the Consumer Protection (Fair Trading) Act.
Request a final account statement
- Email Keeps requesting a final account statement and confirmation that no further charges are scheduled.
- This creates a paper trail and protects you if charges appear months later.
Keeps cancellation checklist for singapore subscribers
| Task | Status |
| Check your next billing date in your Keeps account | ☐ Complete |
| Cancel via your Keeps account (fastest method) | ☐ Complete |
| Screenshot your cancellation confirmation screen | ☐ Complete |
| Save your cancellation confirmation email from Keeps | ☐ Complete |
| Monitor your bank statement for the next billing date and 5 days after | ☐ Complete |
| If charged, contact your bank and file a chargeback | ☐ Complete |
Keeps cancellation address and support contact
For formal correspondence or certified complaints, use the contact details below. Yafee provides this information to ensure you have every escalation route available.
Official contact methods
- Email support: [email protected] (standard response within 24-48 hours)
- Phone support: Check keeps.com or your account for the Singapore customer service number
- Registered mailing address: Keeps' corporate mailing address (if required for formal legal notice) can be obtained by contacting support or visiting their official website
Escalation to CASE (Consumers association of singapore)
If Keeps does not comply with your cancellation or refund request within 14 days, escalate to CASE:
- Website: www.case.org.sg
- Phone: 6100-0820
- Email: [email protected]
- Provide CASE with your cancellation evidence, Keeps' refusal or non-response, and proof of any unauthorised charges
Comparison: Keeps versus alternative hair-loss providers in singapore
If you are exploring alternatives to Keeps after cancellation, the table below compares popular telehealth and retail options available in Singapore.
| Provider | Consultation method | Cost (monthly equivalent) | Cancellation ease |
| Keeps | Online telehealth | SGD $35-55 | Direct account cancellation available |
| Telemedicine clinics (Nowadoc, Teleconsult) | Online or video | SGD $25-40 + consultation fees | Per-consultation basis (no auto-renewal) |
| Local dermatology clinics | In-person | SGD $60-150 per visit | Appointment cancellation required |
| Guardian or Watsons pharmacy | Pharmacy recommendation + doctor script | SGD $20-50 | No subscription (pay-as-you-go) |
Your next steps: regain control of your subscription today
Cancelling your Keeps subscription in Singapore is straightforward when you follow the procedure outlined above. Whether you cancel via your account, Apple App Store, Google Play, or by contacting Keeps directly, ensure you retain proof of your cancellation and monitor your next billing cycle. The Consumer Protection (Fair Trading) Act protects your right to cancel without penalty; Yafee emphasises that no legitimate provider can force you to pay after you submit a valid cancellation request.
If Keeps fails to honour your cancellation or charges your account after you cancel, escalate immediately to CASE or your payment provider. Yafee has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges, and we are here to guide you through every step. Take action today-review your account, cancel before your next billing date, and secure your confirmation evidence. Your wallet depends on it.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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