How to cancel Infinite Energy in malaysia and stop unexpected billing

What Infinite Energy is and what you are actually cancelling

Infinite Energy operates as an energy management platform in Malaysia, offering apps and services linked to solar installations, home battery systems, and electric vehicle charging infrastructure. The company provides three core applications: Infinity Energy App (project tracking for solar installations), Infinity AI App (battery optimisation), and Infinite Charge App (access to over 1,000 charging stations across Malaysia). Understanding exactly which service is billing you forms the foundation of a successful cancellation.

Service profile and what is publicly confirmed

The primary contact route for Infinite Energy Malaysia is their official support page at infinityenergy.com.my. The company lists a phone number (+6011 1945 5196), email ([email protected]), and support hours running Sunday to Thursday, 8:30 AM to 5:30 PM Malaysia Standard Time. Critically, no live chat support is available, and the service is closed on Friday and Saturday, which may delay your cancellation request.

Yafee research indicates that while the three listed apps show zero download cost (RM0.00), many users discover that charges appear on their payment method through broader service arrangements. These charges may stem from solar installation contracts, battery charging account fees, or stored payment authorisations rather than traditional app subscriptions. This distinction matters significantly when you initiate cancellation, because deleting the app alone will not stop recurring billing.

What users sign up for in practice

The Infinity Energy App serves as a project management tool, allowing users to track solar panel installation progress and submit support tickets. The Infinity AI App focuses on optimising home battery charging during off-peak tariff periods, potentially reducing electricity costs. The Infinite Charge App provides real-time access to Malaysia's nationwide EV charging network, with two-tap charging initiation and usage tracking.

If charges continue appearing in your account after downloading these free apps, the billing source is almost certainly a service contract, installation agreement, or account deposit rather than an app subscription. Yafee advisors find that users often assume they have cancelled the service when they have only deleted the app, leaving accounts active and payment methods authorised. Your cancellation strategy must therefore address the underlying service agreement, not just the application.

Market availability and local support limitations

Infinite Energy operates exclusively in Malaysia with no confirmed international presence. The company's support infrastructure relies on email, phone, and web contact forms; no Bahasa Malaysia language support is documented on public pages. No published cancellation address is available online, no self-service account closure tool exists, and no refund policy is transparently stated on the company website.

This opacity creates genuine friction for consumers seeking to exit. Yafee analysis of user reviews consistently identifies "difficulty reaching support staff" and "charges continuing after cancellation requests" as primary complaints. Building a documented communication trail from your first contact attempt is therefore non-negotiable.

Your legal position and consumer rights in malaysia

Your cancellation rights derive from the Consumer Protection Act 1999, Malaysia's primary consumer law framework enforced by the Ministry of Domestic Trade and Consumer Affairs (KPDNKP). This legislation requires service providers to state cancellation terms clearly, prohibits unfair contract clauses, and grants you the right to cancel within fourteen days of entering a distance contract (which includes online service agreements).

Consumer protection act 1999 and cooling-off rights

If you purchased Infinite Energy services via email, app, or web form (a distance contract), you hold a statutory right to cancel within fourteen calendar days without penalty under section 51 of the Consumer Protection Act 1999. This period begins on the date you receive written confirmation of the contract, not the date you made payment. No reason is required; you may withdraw simply by notifying the company in writing.

Yafee legal guidance emphasises that this fourteen-day window applies only if Infinite Energy failed to provide their contract terms, cancellation conditions, or service charges in writing before you committed. If they supplied all required information before purchase and you accepted, this cooling-off period does not apply, but you retain statutory rights to cancel for material breach of contract (for example, failure to deliver promised services or unauthorised billing).

Your legal position: what you must prove

Your legal position: You hold the right to cancel if (1) you are still within fourteen days of purchase and received no written contract beforehand, or (2) Infinite Energy has materially breached the contract (charging without authorisation, failing to deliver promised services, or billing after you submitted a valid cancellation notice). Save all proof of these facts: screenshots of transactions, emails confirming payment, support tickets, and dated cancellation requests. The burden of proving they received and processed your cancellation request rests on you; therefore, use email or registered post with read receipts, never phone calls alone.

Escalation to the ministry of domestic trade and consumer affairs

If Infinite Energy refuses to honour your cancellation, or continues billing after you submit a valid cancellation notice, you may lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKP) at kpdnkp.gov.my or via their Consumer Complaints Portal. The ministry will investigate breaches of the Consumer Protection Act 1999 and may compel the company to issue refunds or enforce contract termination. Yafee recommends exhausting direct contact with Infinite Energy first, but retaining all documentation to support a formal complaint if necessary.

Methods to cancel Infinite Energy: contact routes and platforms

Three verified contact channels exist for Infinite Energy in Malaysia; email is the most reliable because it creates a timestamped record.

Email cancellation request

Send a formal cancellation email to [email protected] with "Account Cancellation Request" in the subject line. Include your full name, registered email address, account number (if you have one), phone number, and the date you wish the cancellation to take effect. State clearly: "I request immediate cancellation of my Infinite Energy account and all associated services. Please confirm receipt of this request and provide a cancellation confirmation number." Request written acknowledgement within five business days. Save the email with its timestamp and, if possible, use your email provider's read receipt feature.

Phone contact method

Call +6011 1945 5196 during published business hours (Sunday to Thursday, 8:30 AM to 5:30 PM Malaysia Standard Time). Have your account details and cancellation reason ready. Request the staff member's name, employee ID, and a reference number for your cancellation request. Immediately after the call, send a follow-up email to [email protected] summarising the conversation: "As discussed with [staff name] at [time] on [date], I confirm my request to cancel my account, reference number [X]." This converts a verbal request into a documented one.

Web contact form method

Visit infinityenergy.com.my/contact/ and submit a cancellation request via the contact form, including the same information as your email method. Select "Account Cancellation" from any category dropdown if available. Save a screenshot of your submitted form and the confirmation page. This method is less reliable than direct email because you cannot prove delivery; therefore, always follow up with an email to [email protected] referencing your form submission date and time.

Step-by-step process: how to cancel Infinite Energy without triggering follow-up charges

Follow this numbered sequence to document your cancellation and minimise the risk of unexpected charges.

Step 1: document your current account status

1. Log into your Infinite Energy account (app or web portal if available)
   • Screenshot your account dashboard, plan details, and current billing status
   • Note your next scheduled billing date
   • Record your account number, username, and any contract reference number
2. Review your recent transactions
   • Screenshot the last three months of billing activity from your credit card or bank statement
   • Identify the exact amount charged and the frequency (weekly, monthly, yearly)
   • Save payment method details (last four digits of card, merchant name as it appears)
3. Locate any contract or service agreement documentation
   • Download any invoice, proposal, or activation email from Infinite Energy
   • Save these as PDFs with the receipt date in the filename

Step 2: issue a formal written cancellation request

1. Draft a cancellation email using this template:
   • Subject: "Account Cancellation Request - [Your Name] - [Account Number]"
   • Opening: "I hereby request immediate cancellation of my Infinite Energy account and all associated services."
   • Details: Your full name, email address, account number, phone number, and the date you wish cancellation to take effect (typically the current date or the date you send the email)
   • Closing: "Please provide written confirmation of cancellation, including the date it takes effect and confirmation that no further charges will be applied. Respond within five business days."
2. Send the email to [email protected]
   • Use email read receipt or delivery confirmation if your email provider offers it
   • Save the sent email and any delivery confirmation
3. If the form on infinityenergy.com.my has a contact page, submit the cancellation request there as well
   • Screenshot the form and the submission confirmation page
   • Send a follow-up email referencing the form submission

Step 3: call to verbally confirm and document the phone request

1. Call +6011 1945 5196 during business hours (Sunday to Thursday, 8:30 AM to 5:30 PM)
   • Have your account number and cancellation reason ready
   • Request the staff member's full name and employee ID
   • Ask for a cancellation reference number
   • Confirm that no further charges will be applied after cancellation
2. Immediately after hanging up, send a follow-up email
   • Address it to [email protected]
   • Title: "Confirmation of Phone Cancellation Request - [Reference Number]"
   • State: "As discussed with [staff member name] at [time] on [date], I confirm my verbal cancellation request for account [number]. Reference number provided: [X]. Please confirm receipt and processing of this cancellation."
   • Save this email with its timestamp

Step 4: monitor your payment method and account status

1. Check your credit card or bank account daily for seven to fourteen days
   • Watch for any Infinite Energy charge or similar merchant name
   • Save screenshots of your account statement showing no charge has been applied
2. Return to your Infinite Energy account (if still accessible) after five business days
   • Verify that the account shows "Cancelled" or "Closed" status
   • Screenshot this status confirmation
   • If you can no longer log in, that is a positive sign the account has been deactivated
3. If a charge appears after your cancellation request, take a screenshot immediately and move to Step 5

Step 5: if Infinite Energy continues to charge, dispute the transaction

1. Contact your bank or credit card issuer immediately
   • Report the charge as "unwanted subscription" or "unauthorised transaction"
   • Provide your cancellation email, phone reference number, and screenshots of your cancellation requests
   • Request a refund and ask the bank to block future Infinite Energy charges
2. Lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs
   • Visit kpdnkp.gov.my or use their Consumer Complaints Portal
   • Attach copies of all cancellation requests, confirmation emails, and disputed charges
   • Include a statement that Infinite Energy ignored your cancellation request
   • Request enforcement action and a refund

Timeline: when your cancellation takes effect

Infinite Energy does not publish a standard cancellation timeline. Yafee analysis suggests most cancellations process within five to fourteen business days of written confirmation, but the company has not publicly committed to a specific deadline. In accordance with the Consumer Protection Act 1999, you are entitled to a written acknowledgement of your cancellation request within a reasonable timeframe-generally interpreted as five to ten business days.

Your cancellation is valid from the date you submit your written request, not from the date Infinite Energy processes it. However, they may charge you for the billing period in which you cancelled if your contract stipulates monthly billing in advance. For example, if you cancel mid-month and your contract states "monthly charges billed on the first of each month," you may not receive a pro-rata refund. Clarify this point in your cancellation email: "Please confirm whether I will be charged for the remainder of the current billing period or if my account will be cancelled effective immediately."

Refunds: what you can claim and how to pursue them

Your refund eligibility depends on three factors: whether you are within the fourteen-day cooling-off period, whether Infinite Energy materially breached the contract, and the terms stated in your service agreement.

Refunds within the fourteen-day cooling-off period

If you purchased your Infinite Energy service via distance contract (online, email, or app) and Infinite Energy did not provide their full contract terms and conditions in writing before you paid, you hold an unconditional right to cancel within fourteen days and claim a full refund under section 51 of the Consumer Protection Act 1999. To claim this refund, you must submit your cancellation request within the fourteen-day window and reference the Consumer Protection Act 1999 in your email.

Refunds for breach of contract

If Infinite Energy charged your payment method without explicit written authorisation, billed you after you submitted a valid cancellation request, or failed to deliver promised services (for example, solar installation not completed as scheduled), you may claim a refund regardless of the fourteen-day window. Yafee recommends stating this clearly in your cancellation email: "I request cancellation and a full refund on the grounds that your company has [charged without authorisation / continued billing after my cancellation request / failed to deliver services as contracted]."

Pro-rata refunds and advance billing

If your contract specifies monthly charges billed in advance and you cancel mid-month, you may be entitled to a pro-rata refund for the unused portion. For example, if you cancel on the 15th of a 30-day month and have already paid for the full month, request a refund equal to half of that month's fee. Include this calculation in your cancellation email: "If charges were billed in advance for the period [date] to [date], I request a pro-rata refund of [amount] for the days [date] to [date] after my cancellation effective [date]."

Timeframe for refund processing

Malaysian consumer law does not stipulate a specific refund processing deadline, but good practice is seven to fourteen business days from written cancellation confirmation. If Infinite Energy does not refund your claim within twenty-one days, escalate to your bank (which may dispute the charge) and lodge a complaint with KPDNKP. Yafee guidance emphasises that delays in processing refunds do not indicate the refund has been denied; continue following up in writing every five days until you receive confirmation.

Common mistakes that delay or block cancellation

Cancelling a service should not be a stressful process, and most cancellation failures stem from easily avoidable mistakes rather than deliberate company obstruction. Learn these pitfalls and sidestep them from the start.

Mistake 1: deleting the app without cancelling the service

The single most common error is assuming that uninstalling the Infinity Energy App, Infinity AI App, or Infinite Charge App cancels your service. It does not. Deleting an app does not deactivate your account or stop billing. Your account remains active and your payment method authorised. Always cancel your account in writing before (or immediately after) uninstalling the app.

Mistake 2: calling only and expecting it to stick

Phone calls leave no timestamped proof of your request. If Infinite Energy staff misunderstand, fail to process the request, or claim they never received it, you have no evidence that you called. Always follow a phone call with a written email confirmation. This converts a verbal request into a documented one that holds up if you later dispute charges or lodge a formal complaint.

Mistake 3: not specifying your account number or contact email

Vague cancellation requests ("Cancel my account") may not reach the right system or staff member. Always include your full name, registered email address, account number, and phone number. This prevents the company from claiming they could not identify your account or match it to a payment method.

Mistake 4: ignoring the timeline and not following up

If Infinite Energy does not send cancellation confirmation within seven business days, send a follow-up email: "I have not received confirmation of my cancellation request dated [date]. Please confirm immediately that my account [number] has been cancelled and no further charges will apply." Repeating this every five days creates an escalating paper trail that supports a complaint to KPDNKP if needed.

Mistake 5: not updating your payment method

Even after cancellation, keep monitoring your linked credit card or bank account for thirty days. If a charge appears after your cancellation request, contact your bank immediately. Do not assume the charge is a system error; dispute it and provide your cancellation email as evidence. Many users miss small recurring charges because they check their statements infrequently.

After cancellation: what to do next and how to verify

Cancellation does not end with receiving a confirmation email. You must actively verify that billing has stopped and your account is truly closed.

Verify your account is deactivated

Five to seven days after receiving cancellation confirmation, attempt to log into your Infinite Energy account. If you see an error message stating "Account not found" or "Account deactivated," the cancellation is complete. If you can still log in and the account shows "Active" status, your cancellation request was not processed; send another email referencing your original request and the reference number provided.

Confirm no charges appear on your statement

Check your credit card or bank statement daily for fourteen days after cancellation takes effect. Most recurring charges are processed on a fixed date each month (for example, the 1st or the 15th), so watch for the next scheduled billing date. If no charge appears on that date, billing has stopped. Yafee analysis finds that this verification step prevents the majority of post-cancellation disputes.

Download your account data if needed

If you used Infinite Energy to track solar installation progress, battery charging history, or EV charging data, download or screenshot any records you may need before the account closes. Once the account is deactivated, you may lose access to historical data.

Update your saved payment methods

If your credit card or bank account was linked to Infinite Energy, ensure it has been removed from their system. You cannot always verify this directly, but if a new charge does not appear within thirty days, the payment method has been unlinked. As an extra safeguard, contact your bank and ask them to flag the merchant "Infinite Energy" or any similar name as a "disputed source" so future charges are automatically blocked.

Pricing and service tiers: what you may have been paying for

The apps themselves are free, but underlying service contracts (solar installation, battery monitoring, EV charging account) may incur significant charges. If you signed a contract for solar installation or battery services, cancellation of the app does not cancel the contract; you must notify Infinite Energy in writing of your intention to terminate the service agreement itself.

Why you should consider cancelling Infinite Energy

Common reasons users seek to cancel include poor customer support (limited business hours, slow email response), unexpected charges continuing after initial contact, solar installation delays or disputes, battery service underperformance, or simple preference for a competitor. Yafee advisors note that users most often cancel after discovering that the "free" apps are backed by paid service contracts with unclear terms or that support is difficult to reach outside business hours.

If your reason is poor service quality or billing disputes, clearly state this in your cancellation email. For example: "I am cancelling because I have not received timely support (last email response on [date], despite three requests) and have been charged [amount] despite requesting clarification on billing terms." This creates a record of the reason and may support a refund claim under breach of contract grounds.

Comparison: Infinite Energy versus alternatives in malaysia

Infinite Energy's main competitive advantage is its integrated platform combining solar, battery, and EV charging in one app ecosystem. However, its limited support hours (closed Friday and Saturday) and unclear cancellation procedures create friction compared to larger providers such as TNB, which operates 24/7 customer service. If you are switching to a competitor, verify that your new provider's cancellation process is transparent before signing a long-term commitment.

Contact information and escalation routes for Infinite Energy

Primary contact channels

Email: [email protected]
Phone: +6011 1945 5196
Hours: Sunday to Thursday, 8:30 AM to 5:30 PM Malaysia Standard Time (closed Friday and Saturday)
Web contact form: infinityenergy.com.my/contact/

Escalation: ministry of domestic trade and consumer affairs

If Infinite Energy fails to process your cancellation within fourteen days or continues billing after you submit a cancellation request, lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKP) at kpdnkp.gov.my. The ministry enforces the Consumer Protection Act 1999 and can compel the company to issue refunds or terminate contracts. Include all documentation: cancellation emails, screenshots of charges, phone reference numbers, and proof that the company ignored your requests.

Your bank's dispute resolution service

If Infinite Energy continues to charge your credit card after you request cancellation, contact your bank immediately. Most banks offer a chargeback or dispute process allowing you to contest "unwanted subscription" or "unauthorised transaction" claims. Provide your cancellation email as evidence and request that future Infinite Energy charges be blocked. Your bank's fraud team can escalate the matter and may recover funds within thirty to sixty days.

Final checklist before and after cancellation

Summary and next steps

Cancelling Infinite Energy requires written documentation, persistence, and knowledge of your consumer rights under Malaysian law. Your legal foundation rests on the Consumer Protection Act 1999, which grants you cooling-off rights for distance contracts and protection against continued billing after a valid cancellation request.

Follow this sequence: document your current account status, issue a formal written cancellation request via email to [email protected], confirm with a phone call (reference number +6011 1945 5196), monitor your payment method for fourteen days, and verify account deactivation. If Infinite Energy ignores your request or continues charging, dispute the transaction with your bank and lodge a complaint with KPDNKP.

Yafee has helped thousands of consumers cancel energy, solar, and charging services across Malaysia by providing clear legal frameworks and step-by-step procedures. Whether your cancellation stems from poor support, unexpected charges, or service dissatisfaction, the same principles apply: document everything in writing, cite your legal rights, and escalate if necessary. Your cancellation is not a favour to the company; it is a legal right protected by Malaysian consumer law.

Start your cancellation today by drafting that email to [email protected]. Yafee's framework ensures you have the evidence and legal basis to resolve this quickly. Visit yafee.com for additional guides on Malaysian consumer rights, service cancellation, and dispute resolution-Yafee is your trusted partner in understanding and enforcing your legal protections.