Cancel Koho: Your Step-by-Step Guide

How to cancel Koho in nigeria and protect your money

Understanding Koho and why nigerians use it

Koho is a Canadian financial technology company that provides prepaid spending cards, travel insurance, and international money transfer services to users across Nigeria and beyond. Many Nigerian professionals, students, and business owners rely on Koho to access foreign currency, protect themselves while travelling internationally, and move money across borders without the delays and high costs that come with traditional banking.

Your choice to cancel Koho is valid, and Tocancel is here to walk you through the process with clarity and confidence. Whether you want to close your account entirely or simply cancel one service-like travel insurance-you have consumer rights that protect you from hidden charges, unexplained delays, or poor service. This guide will show you exactly how to exercise those rights.

What Koho offers to nigerian users

Koho's core offerings include a reloadable prepaid card linked to a spending account, rewards on eligible transactions, travel insurance underwritten by TuGo Insurance, and cross-border money transfer functionality. These features attract Nigerian professionals who need reliable access to international payments and travellers who want protection abroad.

Because Koho operates from Canada and your account is governed by Canadian financial regulations and Koho's terms of service, any dispute you raise will be processed according to that legal framework. However, as a consumer in Nigeria, you also have rights under Nigerian law that apply to your relationship with Koho. Tocancel recommends saving all correspondence, transaction screenshots, and email confirmations before you cancel-these records will be essential if you later need to file a dispute or claim a refund.

Common reasons nigerians cancel Koho

You may decide to cancel Koho if you no longer travel internationally, prefer a local Nigerian fintech alternative, want to eliminate subscription or card maintenance fees, or have experienced unresponsive customer support. Some users cancel specific services-like travel insurance-while keeping their card active for everyday spending, while others close their entire account and withdraw remaining funds.

Your consumer rights in nigeria

Nigerian consumer law gives you specific protections when cancelling financial services.

Federal competition and consumer protection act protections

Nigeria's Federal Competition and Consumer Protection Act (2019) guarantees your right to fair, honest, and transparent service from all financial providers, including Koho. This means Koho must clearly disclose cancellation terms, refund eligibility, any applicable fees, and processing timelines before you commit to a service or subscription.

Under Nigerian consumer law, you have the right to:

• Receive clear, written information about how to cancel and what happens to your funds
• Cancel services without hidden penalties or unexplained processing delays
• Receive a refund for services you did not use or that Koho failed to deliver
• File a formal complaint with the Federal Competition and Consumer Protection Commission (FCCPC) if Koho refuses to honour your cancellation request
• Withdraw your remaining account balance within a reasonable timeframe after cancellation

Tocancel advises you to document every step of your cancellation request: take screenshots of app screens showing your cancellation action, record email timestamps, save all customer service responses, and note the date and time of any phone calls. If Koho later disputes your claim or charges you after you cancel, this evidence becomes your proof of action and protects you legally.

The federal competition and consumer protection commission as your escalation point

If Koho ignores your cancellation request, continues to charge you after you cancel, or refuses to process a refund you are entitled to receive, you can escalate your complaint to the Federal Competition and Consumer Protection Commission (FCCPC). The FCCPC investigates complaints against financial service providers and has the power to compel refunds, service corrections, and penalties against companies that violate consumer law.

You do not need a lawyer to file a complaint with the FCCPC; you can submit your case online via the FCCPC portal or by post. Tocancel recommends this escalation route only after you have sent Koho a written final notice via email, clearly stating your cancellation request and giving them 14 days to respond and process your request. If they do not respond or comply within that timeframe, file with the FCCPC and include copies of all your correspondence.

Methods to cancel Koho services

You have several options to cancel Koho, each with different timelines and outcomes.

Cancelling through the Koho mobile app

The Koho app is the fastest and most direct way to cancel individual services or pause features on your card. Cancellations processed through the app typically take effect immediately or within 1 to 2 business days.

To cancel via the app, you will need your Koho login credentials and access to your smartphone or tablet. The app is available on both iOS (Apple App Store) and Android (Google Play Store). Log in, navigate to settings or account management, find the service or card you wish to cancel, and follow the on-screen prompts to confirm cancellation. Take a screenshot of your cancellation confirmation as proof.

Contacting Koho customer support by email or in-app messaging

If you prefer written confirmation of your cancellation request, or if you encounter issues using the app, contact Koho's customer support team directly. Email is the preferred method because it creates a paper trail that protects you.

Send a clear, formal email stating:

• Your full name and Koho account email address
• Your Koho card number (last 4 digits for security)
• The specific service or account you wish to cancel
• Today's date and your contact phone number
• A request for written confirmation of your cancellation

Tocancel advises you to use the in-app messaging feature within the Koho app as a secondary option if email support is slow. However, email remains the strongest evidence if you later need to prove you requested cancellation on a specific date.

Withdrawing your remaining balance after cancellation

After you cancel your Koho account, you must withdraw or transfer any remaining balance in your spending account. This is not automatic; you must initiate the withdrawal yourself. Log into the Koho app, go to your account balance, and select "Withdraw" or "Transfer Funds." You can transfer money to a Nigerian bank account, a linked debit card, or request a bank wire transfer (fees may apply for international transfers).

Allow 3 to 5 business days for funds to clear from Koho to your Nigerian bank account. During this period, do not close your Koho account entirely-keep it open until the transfer is complete and confirmed in your bank statement.

Step-by-step cancellation process

Follow this sequence to cancel Koho safely and completely.

1. Document your current balance and any pending transactions
   • Open the Koho app and take a screenshot of your account balance, recent transactions, and any active services (travel insurance, card settings)
   • Note the date and any fees you are being charged
2. Send a formal cancellation email to Koho support
   • Address it to Koho's support team with your full details (see template in the "Contacting Koho customer support" section above)
   • State that you are requesting cancellation of your account and wish to receive written confirmation
   • Send it via email and save the confirmation that it was delivered
3. Cancel individual services through the app if needed
   • If you only want to cancel travel insurance or card features (not the entire account), do this within 48 hours of sending your email
   • Take screenshots of each cancellation confirmation
4. Wait for Koho's written response
   • Koho should respond within 3 to 5 business days
   • If they do not respond within 7 business days, send a follow-up email marked "FINAL NOTICE" and reference your original cancellation request
5. Withdraw your remaining balance
   • Once cancellation is confirmed, initiate a withdrawal of all funds from your Koho account
   • Transfer to your Nigerian bank account or linked debit card
   • Allow 3 to 5 business days for the transfer to complete
6. Close your Koho account
   • Only after funds have transferred, request final account closure through the app or email
   • Ask for a written confirmation that your account is permanently closed

Koho pricing and fees in nigeria

Understanding Koho's fee structure will help you decide whether cancellation is the right choice.

Tocancel recommends reviewing your Koho billing history in the app before you cancel. This shows you exactly which services you are paying for and which you can cancel immediately. If you see recurring charges you did not authorise, include these in your cancellation email as a dispute.

What happens to your data and refunds after cancellation

When you cancel Koho, your data and any outstanding refunds will be handled according to Koho's privacy policy and Canadian financial regulations.

Refund eligibility and timelines

You may be entitled to a refund if you cancel travel insurance before your trip begins, or if you paid for a service Koho did not deliver. Refunds for cancelled subscriptions are typically processed within 5 to 10 business days, credited to your Koho account balance first (which you can then withdraw to your Nigerian bank account).

If Koho charged you after your cancellation request, you have the right to demand a refund for those unauthorised charges. Send a written dispute email with screenshots of your cancellation confirmation and the unauthorised charges. If Koho does not refund you within 14 days, escalate to the FCCPC with copies of all correspondence.

Data privacy after account closure

Koho is required by Canadian and international data protection laws to securely delete or anonymise your personal data after a reasonable retention period (typically 6 to 12 months). However, Koho may retain transaction records for compliance and fraud prevention purposes. You can request that Koho confirm in writing that your personal data has been deleted; include this request in your final cancellation email.

Common mistakes to avoid when cancelling Koho

Cancellation can feel stressful, especially if you have funds tied up in your account or fear losing important services. You are not alone in this, and these pitfalls are easy to sidestep if you know what to watch for.

• Assuming cancellation is instant: It is not. Always allow 3 to 7 business days for confirmation and fund transfers. Do not assume silence means approval.
• Cancelling without withdrawing your balance first: Some users lose access to their funds because they closed the account before transferring money. Always withdraw funds before requesting final account closure.
• Not documenting your cancellation request: Without email proof or screenshots, Koho can claim they never received your request. Always send cancellation by email and save confirmations.
• Cancelling one service but not understanding the impact on others: For example, cancelling travel insurance does not automatically close your card or spending account. Be specific about what you are cancelling.
• Ignoring unauthorised charges after cancellation: If Koho continues to charge you after you cancel, do not assume it will stop on its own. Email them immediately with proof of your cancellation, and escalate to the FCCPC if charges continue.
• Failing to save transaction records: After cancellation, you lose app access to your transaction history. Download or screenshot all transactions and statements before you cancel.

Tocancel emphasises that the strongest protection is documentation: save emails, screenshots, and timestamps for every action you take.

After you cancel Koho

Cancellation is not the end of your responsibility; follow these steps to protect yourself after your account is closed.

Verify your cancellation in writing

Within 7 days of cancelling, request a written confirmation from Koho stating that your account is permanently closed and no further charges will be applied. Keep this email for your records. If Koho does not provide this confirmation, send a follow-up email requesting it explicitly.

Monitor your nigerian bank account for 30 days

Even after cancellation, Koho may attempt to charge you if a payment has already been scheduled (for example, a recurring monthly fee that was queued before you cancelled). Check your bank account daily for the first 2 weeks after cancellation, and weekly for the following 2 weeks. If you see any Koho charge after cancellation, immediately contact your bank and report it as an unauthorised transaction.

File a complaint with your nigerian bank if needed

If Koho charges you after cancellation, report the unauthorised charge to your Nigerian bank within 30 days. Your bank can reverse the charge and open a dispute on your behalf. Provide your bank with copies of your cancellation email and the unauthorised charge as evidence.

Keep your cancellation proof for 12 months

Retain all cancellation emails, screenshots, and confirmations for at least 12 months. If a dispute arises, you will need this evidence to prove you cancelled on a specific date and did not authorise subsequent charges.

When to escalate to the FCCPC

Tocancel recommends escalating your complaint to Nigeria's Federal Competition and Consumer Protection Commission only if Koho fails to respond or comply with your cancellation request.

File with the FCCPC if Koho:

• Does not respond to your cancellation email within 7 business days
• Refuses to cancel your account or service
• Continues to charge you after you cancel
• Refuses to refund you for services not delivered or unauthorised charges
• Withholds your remaining account balance without explanation

How to file an FCCPC complaint

Visit the FCCPC website (fccpc.gov.ng) and navigate to the "Make a Complaint" section. You will need:

• Your name, phone number, and email address
• A clear description of the problem (e.g., "Koho refused to cancel my account despite written request on [date]")
• Copies of all emails between you and Koho
• Screenshots of app transactions or unauthorised charges
• Copies of your bank statement showing the charges

The FCCPC typically investigates within 30 days and will contact Koho on your behalf. You do not need to pay to file a complaint, and you do not need a lawyer. Tocancel recommends filing only after you have given Koho a final written notice with a 14-day response deadline.

Koho cancellation checklist

Use this checklist to ensure you have completed every step correctly.

Summary and next steps

Cancelling Koho is a straightforward process if you follow the right steps and know your consumer rights. Nigerian law-specifically the Federal Competition and Consumer Protection Act (2019)-protects you from hidden fees, unexplained delays, and unauthorised charges. Tocancel has helped thousands of consumers cancel financial services safely by documenting every step, sending formal cancellation requests via email, and escalating to the FCCPC when companies refuse to comply.

Your action now: send your cancellation email to Koho support today, take a screenshot of the sent confirmation, and refer back to this guide as you move through each step. If Koho does not respond within 7 business days, send a follow-up marked "FINAL NOTICE." If they still do not comply within 14 days, file your complaint with the FCCPC-you have the power to enforce your rights, and Tocancel is here to show you how.

For more guidance on cancelling other services or understanding your consumer rights, visit Tocancel at tocancel.com. Tocancel is your trusted partner in taking back control of your accounts and your money.