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Frequently asked questions
Cancel Keeps: The Right Way to Reclaim Your Peace
How to cancel Keeps and reclaim control of your hair-loss treatment
Why you might cancel Keeps
Keeps is a subscription-based telehealth service that delivers FDA-approved hair-loss treatments directly to your door on a monthly schedule. You complete an online health assessment, a licensed medical professional reviews your case, and your medications arrive automatically every month. For many men in South Africa, Keeps offers convenience and privacy. However, life circumstances shift, side effects emerge, budgets tighten, or your hair regrowth stabilises. If Keeps no longer serves your needs, you deserve a straightforward cancellation process without barriers or guilt.
This guide from Yafee walks you through every cancellation method, your legal rights under South African consumer law, refund realities, and the exact steps to cancel cleanly. Whether you are cancelling today or planning ahead, Yafee empowers you with clarity and confidence so you can take action immediately.
Common reasons to cancel
Side effects such as erectile dysfunction or scalp irritation rank among the most frequently cited reasons. Cost concerns emerge when exchange-rate fluctuations push your monthly ZAR charge higher than expected. Hair regrowth stabilisation means some men no longer need ongoing treatment. Others reassess their priorities or discover alternative treatments. Yafee has helped thousands of consumers recognise that cancelling early is far simpler than remaining locked into a subscription that no longer fits your life.
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 and during each recurring charge. 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, which preserves your medical records and order history.
Your consumer rights in south africa
South African consumer law grants you specific protections when cancelling subscription services, particularly for distance contracts and telehealth arrangements.
The cooling-off period under ECTA
South Africa's Electronic Communications and Transactions Act (ECTA), Section 44, 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 seven days, you can cancel without providing a reason and receive a full refund within 30 days. This period starts from your agreement date, not your first shipment date. If you fall 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, defective goods, and misleading marketing. If Keeps shipped damaged or defective treatments, you have the right to demand a replacement or refund. If Keeps used misleading marketing or failed to deliver services as described in your agreement, the CPA empowers you to escalate complaints to the National Consumer Commission (NCC). Yafee recommends documenting all communications, photographing damaged shipments, and retaining order confirmations as evidence for any dispute.
When to escalate to the national consumer commission
If Keeps refuses a legitimate refund claim or ignores your cancellation requests, you can lodge a complaint with the NCC at complaints.ncc.org.za. The NCC investigates unfair business practices and can compel companies to resolve matters. Include your order numbers, cancellation request dates, and all email correspondence in your complaint. Yafee has observed that formal escalation to the NCC often motivates companies to resolve disputes quickly and fairly.
Your legal position
You have the right to: Cancel within 7 days of signing up (full refund under ECTA), demand refunds for defective goods under the CPA, and lodge complaints with the NCC if Keeps refuses to honour these rights. You cannot: Cancel and receive a refund simply because you changed your mind after the 7-day ECTA window closes, unless the service was not delivered as agreed. Timeframe: Refunds must be processed within 30 days of your valid cancellation request. Keep all documentation in writing.
How to cancel Keeps step-by-step
Yafee provides two verified cancellation methods, both of which generate written confirmation you must retain for your records.
Method 1: cancel via your Keeps account online
This is the fastest and most direct route. You control the cancellation immediately without waiting for customer support.
- Log into your Keeps account at keeps.com using your email and password.
- Navigate to your account settings or "Subscription" section (usually located in the top-right menu or under "My Account").
- Locate the option to "Pause Subscription" or "Cancel Subscription".
- Select the cancellation option and confirm your reason (optional).
- Review the confirmation message and take a screenshot of the cancellation confirmation screen.
- Save or export this confirmation to your email or cloud storage immediately.
- Check your email for a cancellation confirmation from Keeps within 24 hours.
Timing: Online cancellation takes effect immediately if your next refill is more than 24 hours away. If your refill ships within 24 hours, proceed to Method 2.
Method 2: cancel by contacting Keeps customer support
Use this method if your next refill is within 24 hours or if you encounter technical issues with online cancellation.
- Navigate to the Keeps website and locate their "Contact Us" or "Help" section.
- Choose your preferred contact method: email support, live chat, or telephone (if available).
- Compose your cancellation request clearly: "I wish to cancel my Keeps subscription effective immediately. My account email is [your email]. Please confirm cancellation in writing."
- Include your full name, account email, and order number (found in your account or past emails).
- Send your request and note the date and time of submission.
- Save a copy of your sent message for your records.
- Await Keeps' written confirmation within 24-48 business hours.
- If you do not receive confirmation within 48 hours, send a follow-up email citing your original request date and requesting urgent confirmation.
Timing: Customer support cancellations typically take 1-2 business days to process. If your refill ships before you receive confirmation, contact Keeps immediately to request a return or redirect of the shipment.
Pricing and currency implications
Understanding Keeps' pricing structure helps you decide whether cancellation aligns with your budget.
| Plan type | USD cost per month | ZAR equivalent (at R19.50 per USD) | What is included |
|---|---|---|---|
| Starter (generic treatment) | USD 50 | R 975 | One medication, one specialist consultation |
| Standard (branded options) | USD 75 | R 1,463 | Choice of treatments, ongoing support |
| Premium (custom formulation) | USD 100 | R 1,950 | Personalised combination therapy, priority support |
| Initial consultation fee | USD 25 | R 488 | One-time medical assessment (non-refundable after 7 days) |
| Shipping (international) | Included | Included | To South Africa address |
| Pause or cancel fee | None | None | Cancel or pause anytime at no penalty |
Currency note: Exchange rates fluctuate daily. The ZAR amounts above use R19.50 per USD as a reference point. Your actual charge depends on the rate at the time of transaction. If you cancel due to cost, request your refund in writing and cite the CPA if you were not informed that USD charges would fluctuate in ZAR.
Refund timeline and what to expect
Your refund eligibility and timeline depend on when you cancel relative to your shipment date.
Within the 7-day ECTA cooling-off period
You are entitled to a full refund of all charges (including the consultation fee and first month's medication) within 30 days of cancellation. Contact Keeps, cite ECTA Section 44 in writing, and request a refund via your original payment method. Yafee advises sending this request by email so you have written proof. Most credit card companies process refunds within 5-10 business days after Keeps initiates the return.
After 7 days but before shipment
If you cancel after the ECTA cooling-off period ends but before your next shipment leaves the Keeps warehouse, you are not legally entitled to a refund under ECTA. However, you can request a pause instead of cancellation, which freezes your subscription without charge until you are ready to resume. Alternatively, contact Keeps and negotiate a partial refund or credit toward a future order. Many companies offer discretionary refunds to retain customer goodwill, particularly if you cite side effects or medical concerns.
After shipment has left the warehouse
Once your medication ships, you become the recipient of goods in transit. If the shipment is damaged upon arrival, you have the right to refuse it or demand a replacement under the CPA. If you simply wish to cancel after receiving a shipment, Keeps is not obligated to refund that shipment unless it was defective. However, you can request a return-shipping label and ask Keeps to accept the unopened shipment for credit toward a future order or cancellation without further charges.
Refund processing: Once Keeps approves your refund, expect the credit to appear on your original payment method within 5-15 business days. If you do not see the refund within this window, contact your bank or credit card issuer and reference Keeps' refund authorization number (obtain this from Keeps in writing).
What happens after cancellation
Cancellation does not automatically delete your account or medical records. Yafee explains what changes immediately and what persists.
Immediate changes
Your recurring monthly charge stops. No future shipments are scheduled. You receive a final confirmation email from Keeps. Your account login credentials remain active, allowing you to view past orders and medical records if needed.
Your account and medical data
Keeps retains your medical profile, consultation notes, and order history indefinitely unless you request deletion. This is standard practice for telehealth providers to maintain continuity if you wish to restart treatment. If you prefer to delete all personal data, log into your account and look for a "Delete Account" or "Privacy Settings" option, or contact Keeps support in writing requesting complete account deletion under the Protection of Personal Information Act (POPIA) of South Africa. Keeps must comply with POPIA deletion requests within 30 days unless a legal obligation requires them to retain the data.
Final shipment handling
If a shipment arrives after you cancel but before Keeps processes your cancellation, you have the right to refuse delivery or return the unopened package. Contact Keeps immediately with your tracking number and cancellation date. Keeps will typically provide a return label and either refund the shipment cost or apply it as a credit. Do not open the package if you intend to return it; unopened goods are easier to process as returns.
Common mistakes to avoid when cancelling
Cancellation is straightforward, but small oversights can delay your confirmation or jeopardise your refund claim. Yafee outlines the pitfalls so you cancel flawlessly the first time.
Mistake 1: assuming the pause option equals cancellation
Keeps offers a "Pause" feature that temporarily freezes your subscription for 1-3 months. Pausing is not cancellation. Your account remains active, and your recurring charge resumes automatically unless you cancel explicitly. If you want to stop your subscription permanently, select "Cancel" or "End Subscription", not "Pause".
Mistake 2: not retaining written confirmation
Always take a screenshot of your online cancellation confirmation or save customer support emails. If a dispute arises or Keeps charges you after cancellation, you need written proof that you requested termination. Yafee has seen disputes resolved instantly when customers presented dated, timestamped confirmation screenshots.
Mistake 3: missing the 7-day ECTA window
The cooling-off period is 7 days from your agreement date, not from your first shipment. If you delay cancellation beyond day 7, you lose the automatic refund right. Mark your calendar when you sign up so you do not miss this deadline.
Mistake 4: cancelling without documenting side effects or cost concerns
If your refund is denied, you may need to prove that Keeps failed to deliver its service as agreed (e.g., undisclosed side effects, misleading pricing). Document your medical concerns in writing (date, symptoms, medication name) and keep emails or screenshots showing what Keeps promised versus what you experienced. This evidence strengthens your case if you escalate to the NCC.
Mistake 5: not following up if you do not receive confirmation within 48 hours
If Keeps does not confirm your cancellation within two business days, send a follow-up message. Reference your original cancellation request, cite the date, and request urgent confirmation in writing. This creates a paper trail that protects you if Keeps later claims it never received your cancellation request.
Comparison of cancellation methods
Both methods work, but they differ in speed, convenience, and documentation.
| Cancellation method | Speed | Documentation | Best for |
|---|---|---|---|
| Online account self-service | Instant (if refill is 24+ hours away) | Screenshot confirmation | Most users; fastest option |
| Email to customer support | 24-48 hours | Email confirmation on record | Users with technical issues or urgent refund needs |
| Live chat support | Immediate | Chat transcript (must save/export) | Users who want real-time confirmation and explanation |
| Telephone support | Immediate | Request written confirmation by email afterward | Users who prefer speaking directly; note reference number |
| Pause instead of cancel (temporary option) | Instant | Automatic email confirmation | Users unsure about permanent cancellation; can resume later |
| Return unopened shipment | 7-14 days plus return processing | Tracking and return label | Users who received shipment after cancellation request |
Escalation steps if Keeps refuses your cancellation request
Most cancellations process smoothly, but if Keeps denies your request or ignores your messages, follow this escalation path.
Step 1: send a formal written demand
Email Keeps at their official support address (obtained from their website). Use clear language: "I formally request cancellation of my Keeps subscription [account email] effective immediately. In accordance with ECTA Section 44, I demand a full refund of [amount] within 30 days." Retain a copy of this email and note the sent date and time.
Step 2: wait 5 business days for a response
Keeps has a reasonable timeframe to respond. If you receive no response within 5 business days, proceed to Step 3.
Step 3: lodge a complaint with the national consumer commission
Visit complaints.ncc.org.za and file a formal complaint. Include your order numbers, cancellation request dates, all email correspondence, and the amount Keeps charged. Describe how Keeps violated the CPA or ECTA. The NCC will assign your case a reference number and contact Keeps directly. This step often resolves disputes within 2-4 weeks.
Step 4: dispute the charge with your bank or credit card issuer
If Keeps continues to charge you after you cancelled, contact your bank's dispute department. Provide your cancellation request documentation and request a chargeback. Banks reverse fraudulent or unauthorised charges within 30-60 days if you submit evidence. Yafee recommends doing this in parallel with your NCC complaint to accelerate resolution.
Frequently asked questions about Keeps cancellation
Does cancelling Keeps delete my medical records?
No. Keeps retains your medical profile indefinitely unless you request complete account deletion. If you want your data deleted, contact Keeps in writing and cite the Protection of Personal Information Act (POPIA). Keeps must delete your personal information within 30 days of a valid POPIA request.
Can i cancel Keeps if i am outside south africa?
Yes. Keeps operates internationally, and the ECTA 7-day cooling-off period applies to all South African customers, regardless of location. Use the same cancellation methods. If you are in another country and face disputes, your home country's consumer law may also protect you; consider consulting a local consumer authority as well.
What if my next refill ships before Keeps confirms cancellation?
Contact Keeps immediately with your tracking number. Request a return label for the unopened shipment or ask Keeps to redirect it before delivery. If the shipment arrives at your door, you can refuse delivery or return it unopened. Keeps will issue a refund or credit within 5-15 business days.
Is there a cancellation fee?
No. Keeps does not charge any cancellation fee. You can cancel anytime without penalty.
Will cancelling affect my future ability to use Keeps?
No. You can reactivate your Keeps account or sign up again at any time. Cancellation is reversible; it simply stops your current subscription.
Contact information for Keeps
For cancellation or account support, Keeps provides multiple contact channels.
Official Keeps contact methods
- Email support: Locate the contact form on keeps.com under "Help" or "Contact Us". Send cancellation requests here for documented proof.
- Live chat: Available on the Keeps website during business hours. Useful for immediate answers but save or export the transcript.
- Telephone support: Check your account or the Keeps website for a direct phone number. Note the date, time, and support agent name.
- Mailing address: Keeps' corporate office address is typically listed in your account terms or on their website. However, Yafee recommends email or online contact for faster resolution; physical mail takes 2-4 weeks.
If Keeps does not respond
Escalate to the National Consumer Commission at complaints.ncc.org.za or contact your bank's dispute department. Yafee has helped thousands of consumers resolve subscription disputes by combining direct contact with formal complaints; this two-pronged approach ensures accountability and swift resolution.
Summary and next steps
Cancelling Keeps is straightforward when you follow the right process. You enjoy legal protections under South African law-the ECTA's 7-day cooling-off period, the CPA's defective-goods safeguards, and the NCC's complaint authority. Most cancellations complete within 24-48 hours. Refunds (if eligible) arrive within 30 days. Always retain written confirmation, and escalate quickly if Keeps does not respond.
Take action today: log into your Keeps account and select "Cancel Subscription", or email customer support with a clear cancellation request. If you encounter resistance, Yafee's escalation path ensures you reach resolution through formal channels. You deserve control over your health and finances. Yafee is here to empower you with the legal knowledge and procedural steps to cancel cleanly and confidently, and has helped thousands of consumers cancel subscription services without stress or hidden costs.
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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