Cancel Infinite Energy: Step-by-Step Guide

How to cancel Infinite Energy in malaysia and stop hidden charges

What is Infinite Energy and what you're actually cancelling

Infinite Energy operates as an energy management platform in Malaysia, offering apps and services linked to solar installations, home battery optimisation, and electric vehicle charging stations. Understanding exactly what product is billing you is the first step toward a clean cancellation, because Infinite Energy's service model spans free companion apps, installation contracts, and recurring charging accounts.

Service overview and what Infinite Energy provides in malaysia

Infinite Energy provides three main tools: the Infinity Energy App for solar project tracking and support tickets; the Infinity AI App for home battery optimisation during cheaper tariff windows; and the Infinite Charge App, which connects you to over 1,000 charging stations across Malaysia. The apps themselves are listed as free downloads, meaning the core apps carry no upfront subscription fee.

However, many users sign up because they are installing solar systems, charging electric vehicles, or linking their home energy to a battery service. In those cases, you may be bound by an installation agreement, a charging account contract, or a stored payment method that continues to bill you separately from the app itself. This distinction matters enormously when you cancel, because deleting an app does not automatically cancel a contract or stop a payment arrangement.

How Infinite Energy operates locally and why cancellation is unclear

Infinite Energy's Malaysia support page lists contact methods but publishes no detailed cancellation guide or self-service account closure option. The company offers a contact form, email ([email protected]), and a phone line (+6011 1945 5196) during business hours (Sunday to Thursday, 8:30 AM to 5:30 PM). No live chat is available, and no published cancellation address exists on their website.

This lack of transparency is exactly why you need Tocancel's guidance. Many Malaysian consumers report difficulty reaching support staff, unclear billing terms, and charges that continue after they believe they have cancelled. Your legal position under Malaysia's Consumer Protection Act 1999 remains strong: you have the right to clear cancellation terms and timely service termination, regardless of whether Infinite Energy publishes them prominently.

Your consumer rights when cancelling Infinite Energy

What malaysia's consumer protection act 1999 gives you

Malaysia's Consumer Protection Act 1999 requires any supplier to provide you with clear terms and conditions, including cancellation details, before you commit to a paid service. If Infinite Energy fails to disclose auto-renewal terms, minimum contract duration, or cancellation fees, you have legal grounds to dispute those charges and demand a refund.

The Ministry of Domestic Trade and Consumer Affairs enforces this law. If Infinite Energy refuses to process your cancellation or continues billing you after you cancel, you can lodge a formal complaint with this ministry, and they have authority to investigate and compel a refund. This is not a threat; it is a factual remedy available to you as a Malaysian consumer.

Your specific rights before you cancel

You have the right to receive a clear cancellation confirmation in writing. You have the right to stop recurring charges within 14 days of a charge you did not authorise (subject to the specific terms of your payment method agreement). You have the right to demand proof that your cancellation was processed, and you have the right to dispute any charge that appears after you cancel.

Tocancel recommends that you exercise all three rights: request written cancellation confirmation, keep a record of every contact attempt, and monitor your card statement for 30 days after cancellation to catch any rogue charges. If Infinite Energy refuses to acknowledge your cancellation request, that refusal is itself evidence you can use in a dispute with your bank or in a complaint to the Ministry.

How to cancel Infinite Energy: step-by-step methods

Method 1: contact Infinite Energy by email

Email is your best documented cancellation route because it creates an automatic paper trail and gives Infinite Energy no excuse to claim they did not receive your request.

1. Open your email client and compose a new message to [email protected]
2. Write a clear subject line: "Cancellation Request for Infinite Energy Account [Your Name]"
3. In the body, include:
   • Your full name and registered email address or account number
   • A one-sentence statement: "I request immediate cancellation of my Infinite Energy account and all related services, effective today"
   • The date you want the cancellation to take effect (today or a specific date)
   • A request for written confirmation of cancellation within 5 business days
4. Do not delete the sent message; file it in a folder labelled "Infinite Energy Cancellation"
5. Wait 5 business days (excluding weekends) for a response
6. If no response arrives, send a follow-up email with the subject line "URGENT: Cancellation Request Follow-Up" and attach a copy of your original email

Email documentation is powerful because Infinite Energy's reply (or failure to reply) becomes evidence if you later dispute a charge with your bank or lodge a complaint with Tocancel or the Ministry of Domestic Trade and Consumer Affairs.

Method 2: contact Infinite Energy by phone

Phone contact works if you need an urgent response, but you must document the call immediately in writing because verbal cancellations can be disputed. Call +6011 1945 5196 during business hours: Sunday to Thursday, 8:30 AM to 5:30 PM Malaysia time.

1. Call the number above and ask to speak with the cancellations or customer service team
2. Before you cancel, write down the name and staff ID (if given) of the person you speak to
3. Clearly state: "I want to cancel my Infinite Energy account effective today"
4. Ask for a cancellation reference number or confirmation code
5. Write down the date and time of the call and the staff member's name
6. Immediately after the call, send a follow-up email to [email protected] confirming the conversation, including the date, time, staff name, and the cancellation reference number you were given

This combination of phone plus email confirmation is the strongest approach because it covers both channels and leaves a trail if the company later disputes whether you cancelled.

Method 3: use the contact form on Infinite energy's website

Infinite Energy offers a contact form at infinityenergy.com.my/contact/. This method is weaker than email because automated contact forms sometimes lose submissions, but it is worth using alongside email for extra coverage.

1. Visit infinityenergy.com.my/contact/ in your web browser
2. Fill in all required fields: name, email address, and phone number
3. In the message field, write: "I request immediate cancellation of my Infinite Energy account. Please confirm receipt of this cancellation request within 5 business days"
4. Before you submit, take a screenshot of the completed form
5. Submit the form and take a screenshot of the confirmation page (if one appears)
6. File both screenshots in your "Infinite Energy Cancellation" folder
7. Follow up with an email to [email protected] referencing your contact form submission, including the date and time you submitted it

What to do after you cancel Infinite Energy

Monitor your account and payment method

Cancellation does not always take effect immediately, and hidden charges sometimes appear weeks or months later. You must actively monitor both your Infinite Energy account and your bank or credit card statement for at least 30 days after your cancellation date.

Log into your Infinite Energy account every week (if access remains active) and check whether your account status has changed to "Cancelled" or "Inactive". If the app or website no longer allows you to log in, take a screenshot showing that access has been denied, as this is evidence the account was terminated. Check your bank and credit card statements for any charges labelled "Infinite Energy", "Infinity Energy", "Infinite Charge", or similar. If you spot a charge after cancellation, document it immediately and dispute it with your bank within the timeframe your bank allows (usually 30 to 90 days).

Dispute charges if they continue

If Infinite Energy continues to charge you after you have cancelled, your bank can reverse those charges through a process called a chargeback. Contact your bank's dispute team, provide your cancellation email or phone confirmation, and report the unauthorised charge. Your bank will then demand proof of authorisation from Infinite Energy.

In most cases, Infinite Energy cannot provide proof because you have already cancelled. Your bank will then refund the charge to you. If Infinite Energy disputes the refund, Tocancel recommends you lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs, including copies of your cancellation request and all charged statements.

Refunds and what you can recover

Eligibility for refunds after cancellation

Under Malaysia's Consumer Protection Act 1999, you are entitled to a refund for any service you paid for but did not receive, or for charges levied after your cancellation date. This applies regardless of whether Infinite Energy's terms mention a "no refund" policy, because consumer protection law overrides unfair contract terms.

Tocancel's experience shows that refunds depend on the type of service: if you paid for a solar installation that was never completed, you have a strong refund claim; if you paid a monthly battery optimisation fee but cancelled on day 1, you may be entitled to a pro-rata refund (a portion of the fee based on the days you used the service); if you were charged after cancellation, you are entitled to a full refund of those post-cancellation charges.

How to claim a refund from Infinite Energy

Send a formal refund request to [email protected] with the subject line "Refund Request: [Your Account Number or Name]". Include the dates of the charges you want refunded, the amount, and a brief reason (for example, "This charge was processed 10 days after I cancelled my account on [date]"). Ask for the refund to be credited to your original payment method within 14 days.

If Infinite Energy refuses or ignores your request, escalate to the Ministry of Domestic Trade and Consumer Affairs. The ministry can compel a refund and may impose penalties on Infinite Energy for non-compliance. Tocancel has helped thousands of consumers recover refunds through this formal complaint process, and your chances of success are high if you have documented your cancellation request properly.

Common mistakes people make when cancelling Infinite Energy

Assuming the app deletion equals cancellation

It is frustrating to discover that deleting the Infinite Energy app from your phone does not actually cancel your account or stop charges. Many users believe uninstalling the app is enough, then wake up to find they have been charged for months after deletion. Deleting the app is not cancellation; it is merely removing the software from your device.

Always contact Infinite Energy directly using one of the methods above. Do not rely on the app to cancel itself. Tocancel recommends you cancel your account first, then delete the app only after you receive written confirmation that your account is closed.

Not documenting your cancellation request

If you call Infinite Energy and cancel verbally without sending a follow-up email, you have no proof of your cancellation if a charge later appears. The company can simply say they have no record of your call. Screenshots and email confirmations are legal evidence; phone calls without follow-up documentation are not.

Always send a written follow-up, even after a phone conversation. This takes five minutes and protects you completely. Tocancel strongly advises that you treat every cancellation attempt as if it will be disputed, because some companies do dispute them intentionally to create friction and hope you give up.

Ignoring charges after cancellation

Many Malaysian consumers notice a post-cancellation charge but assume it is a processing lag and do not act. Processing lags do happen, but they rarely last longer than 7 to 14 days. If you see a charge more than 14 days after your cancellation date, that is a breach of your cancellation, and you must dispute it immediately.

The longer you wait, the harder it becomes to recover the money. Bank chargebacks and refund claims have time limits. Act within 30 days of spotting an unauthorised charge, and you will almost certainly recover it.

Checklist: your cancellation action plan

Pricing and billing terms for Infinite Energy

What you actually pay for

Infinite Energy's companion apps (Infinity Energy, Infinity AI, and Infinite Charge) are free to download and use. Charges arise from optional add-on services or from contracts linked to solar installation, home battery systems, or EV charging network access. If you are paying a recurring fee, it is likely tied to one of these services rather than the app subscription itself.

Tocancel recommends you review your last three bank statements to identify exactly what is being charged and under what label. Common charge descriptions include "Infinite Energy Solar", "Infinity AI Monthly", or "Infinite Charge Network Fee". Knowing the exact charge label will help you dispute it if needed and will make your cancellation request clearer to Infinite Energy.

Key comparison: when to cancel vs. when to keep Infinite Energy

How to contact Infinite Energy in malaysia

Official contact methods

Infinite Energy operates a Malaysia-based support office. Use the following contact details for all cancellation and account inquiries.

• Email: [email protected]
• Phone: +6011 1945 5196 (Sunday to Thursday, 8:30 AM to 5:30 PM Malaysia time; closed Friday and Saturday)
• Contact form: infinityenergy.com.my/contact/
• Website: infinityenergy.com.my

No official mailing address for cancellation is published on Infinite Energy's website. If phone and email do not resolve your cancellation within 14 days, escalate to the Ministry of Domestic Trade and Consumer Affairs via their official complaint portal or contact line.

Escalation if Infinite Energy does not respond

If Infinite Energy does not respond to your cancellation request within 14 days, or if charges continue after you cancel, you can lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs. The ministry will investigate and can compel Infinite Energy to cancel your account and refund any charges.

You can file a complaint online at the ministry's official consumer complaint portal, by calling the consumer hotline, or by visiting a local Kementerian Perdagangan Dalam Negeri office in your state. Tocancel recommends filing a complaint once you have tried email and phone at least twice and given the company 14 days to respond.

Summary and next steps

Cancelling Infinite Energy is achievable if you follow the right process and document every step. The company's lack of published cancellation instructions works in your favour legally, because Malaysia's Consumer Protection Act 1999 requires clarity, and Infinite Energy's silence is a violation you can use in your favour if disputes arise.

Your action now is to send a cancellation email to [email protected], keep proof of that email, and monitor your bank statement for 30 days. If Infinite Energy refuses to cancel or continues charging you, Tocancel has helped thousands of consumers navigate exactly this situation and recover refunds through formal complaints to the Ministry of Domestic Trade and Consumer Affairs.

Do not hesitate. Do not assume the charge will stop on its own. Do not delete the app and assume the account is closed. Send your cancellation request today, file it, and protect yourself with the three-tier approach: email, optional phone backup, and bank statement monitoring. Tocancel is here to remind you that you have rights, you have leverage, and you can win this dispute if you act now.