Cancel Keeps: Simple Process

What is Keeps

Service overview

Keeps is a direct-to-consumer service that provides hair-loss treatments, online consultations, and recurring shipments of prescription and over-the-counter products.

How it operates in New Zealand

Customers in New Zealand can sign up online to receive scheduled shipments and manage subscriptions via a Keeps.com account.

There is a local postal address for My Keeps Ltd in New Zealand for correspondence: P.O. Box 301443, Albany, Auckland 0752.

How to cancel Keeps

Cancel via Keeps.com (recommended)

• Sign in to your Keeps account at Keeps.com.
• Go to your subscription settings and select “I’d like to cancel my subscription.”
• Follow the on-screen prompts to confirm cancellation; cancellation is processed immediately.

If your next refill is imminent or you use mobile store subscriptions

• If your next refill date is within 24 hours, call Keeps customer support immediately to prevent the next order from shipping.
• Keeps subscriptions cannot be cancelled through the App Store or Google Play - manage cancellations directly via Keeps.com.

What happens when you cancel

Access to your account and records

Your Keeps account remains available so you can view past orders, prescriptions, and communication history after cancellation.

Renewals and shipment processing

Cancellation is processed immediately on the website, which should stop future scheduled shipments.

If an order was already within the last-stage processing window (for example the next refill within 24 hours), shipment may still occur unless you contact support.

Billing and data retention

Billing should stop after cancellation for future cycles; keep screenshots or confirmation emails as proof if billing continues.

Keeps retains account and prescription data per their privacy policy; contact support for data requests or questions.

Will I get a refund?

Treatment purchases (prescription medications)

All purchases of prescription treatments are final for safety reasons and cannot be returned or refunded, even if unused.

Exchanges may be arranged only for defective or damaged items; refunds for prescription products are generally not available.

Returns and refunds for non-personalised items in New Zealand

• For My Keeps Ltd in New Zealand: non-personalised products can be returned (buyer pays return shipping) within specific timeframes.
• Timeframes: 8 working days for full-price items, 5 working days for sale items from receipt.
• Faulty items can be refunded, replaced, or repaired outside those timeframes under consumer guarantees.

Keeps plans and pricing

Overview of listed pricing

Keeps lists prices in USD on their website. NZD amounts are not shown and require a currency conversion at the time of purchase.

Typical plan examples

Your consumer rights in New Zealand

Consumer Guarantees Act (CGA)

The CGA requires goods to be of acceptable quality and fit for purpose; it can entitle you to remedies if products are faulty or not as described.

Change-of-mind returns are not automatically required under the CGA, but faults and misrepresentation are covered.

Fair Trading Act and online sales

The Fair Trading Act prohibits misleading or deceptive conduct in marketing and sales, including subscription practices.

Electronic transactions and consumer guarantees may also interact with other e-commerce rules; Keep records of communications and charges if you suspect misleading conduct.

Customer experiences

Common positive feedback

• Users report convenience of online consultations and subscription management.
• Many reviewers note effectiveness over months: reduced hair loss and improved thickness.
• Some customers report good customer service, including resolved shipping issues and replacements.

Common negative feedback

• Frequent complaints about difficulty cancelling and auto-shipments continuing after cancellation.
• Billing problems: customers charged after attempting cancellation or shipments arriving unexpectedly.
• Frustration with the subscription interface, early shipments stacking up, and site errors when adjusting orders.

Documentation checklist

Before contacting support

• Account email and full name used for the Keeps account.
• Order number(s) and dates for the shipments in question.
• Screenshot of the subscription page showing next refill date and cancellation confirmation (if available).

For refund or fault claims

• Photos of damaged or defective products with packaging and labels.
• Receipts, payment records, and any email correspondence with Keeps support.
• Proof of postage if you return non-personalised items from New Zealand (buyer pays return shipping unless faulty).

Common mistakes

Assuming App Store/Play Store cancellation works

Many customers try to cancel through the App Store or Google Play, but Keeps manages subscriptions directly - cancelling in those stores does not stop Keeps billing.

Waiting too long before contacting support

If your next refill date is within 24 hours, waiting can result in the order shipping and being non-refundable for treatments.

Not keeping records

Failing to save confirmation emails, screenshots, or order numbers makes disputes over unexpected charges or failed cancellations more difficult.

Comparative recap

Quick comparison

After cancelling

What to check immediately

Save or screenshot the cancellation confirmation and your subscription settings page showing the cancellation.

Monitor your bank or card for any unexpected charges for at least one billing cycle and contact support if you are billed after cancellation.

Helpful links and contacts

• Keeps.com (account and help)
• New Zealand Consumer Protection - general consumer rights and advice.
• Consumer Guarantees Act (CGA) - your rights for faulty goods and services.

Address

Local postal address

My Keeps, Ltd., P.O. Box 301443, Albany, Auckland 0752, New Zealand.

Notes about correspondence

Cancellation is primarily handled via your online account, email, or phone; use the NZ postal address only for formal written correspondence or returns as instructed.