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Cancel Infopay: The Right Way
How to cancel Infopay and avoid hidden charges in malaysia
What is Infopay and why malaysians use it
Infopay is a United States-based financial information service operated by InfoPay, Inc., headquartered in Boston, Massachusetts. The platform provides data-driven tools for account monitoring, billing management, and financial insights to users across multiple countries, including Malaysia.
The company's terms of service explicitly reference U.S. law and binding arbitration for disputes, which means Malaysian users do not benefit from local contract protections in the traditional sense. Nevertheless, you retain your fundamental consumer rights under Malaysia's Consumer Protection Act 1999 when you purchase Infopay services with a Malaysian payment method or credit card.
What Infopay services cost in malaysia
Infopay operates a mixed pricing model: some services charge per use (one-off purchases), while others operate on recurring monthly plans. The most commonly identified recurring plan is the "Not For Profit Org" tier, priced at approximately RM89.68 (USD $19.00) per month. The company does not publish a publicly accessible Malaysia-specific pricing page, which means you may discover your actual charge only after the transaction appears on your bank statement.
| Plan type | Billing frequency | Estimated Malaysia price | Cancellation difficulty |
|---|---|---|---|
| Monthly subscription | Monthly auto-renewal | RM89.68 and above | High (no clear cancel button) |
| Per-use reports | One-off charge | Variable by report type | Low (no ongoing charges) |
| Not For Profit Org | Monthly auto-renewal | RM89.68 | High (support contact required) |
Why malaysian users struggle to cancel Infopay
The primary frustration stems from Infopay's lack of transparent cancellation infrastructure. The company does not maintain a published Malaysia-specific support page, no local customer service address is publicly listed, and the Terms of Service do not include a step-by-step cancellation procedure. When charges continue after a user believes their account has stopped, confusion and financial stress follow.
Furthermore, Infopay does not clearly disclose its data retention policy after cancellation, meaning you may lose access to downloaded reports or account history without formal notice. This ambiguity creates additional urgency: you must download and save all documents before submitting a cancellation request.
Your consumer rights and what they mean for you
Malaysian law grants you specific protections when you cancel a paid service, regardless of whether the company is based overseas.
The consumer protection act 1999 and your cancellation rights
The Consumer Protection Act 1999 (CPA 1999) is the primary legislation that protects your interests as a consumer in Malaysia. Under this law, Infopay-as a service provider-must supply goods and services with due care and skill. More importantly, you have the right to cancel subscription contracts under the Distance Contracts Regulations, which apply to online purchases.
Key protections that apply to you:
- 14-day cooling-off period: If you purchased Infopay via online distance contract (which you did), you have the right to cancel within 14 calendar days of purchase without penalty, provided you did not initiate the service before the period ended.
- Clear cancellation terms: Infopay must provide you with clear, accessible cancellation instructions. If the company fails to do so, that failure itself is grounds for a complaint to the enforcement authority.
- No automatic renewal without consent: If Infopay continued charging you after your plan expired, and you did not explicitly consent to renewal, the charge may be unlawful under CPA 1999 unfair contract terms provisions.
- Refund obligation: If you cancel within the statutory period or prove non-delivery of the service, Infopay must refund you without unreasonable delay (typically within 30 days).
Your legal position when Infopay refuses to cancel
You are not powerless. If Infopay ignores your cancellation request or claims no cancellation mechanism exists, you can escalate to the Federation of Malaysian Consumers Associations (FOMCA) or lodge a complaint with the Malaysian Communications and Multimedia Content Forum (MCMF) if the charge involves a digital service. Both bodies investigate unfair trading practices and can compel refunds.
Alternatively, you may dispute the charge directly with your credit card issuer or bank using a chargeback or reversal claim. Present your written cancellation request (email or registered mail) and evidence that the company continued charging despite your instruction to stop. Most Malaysian banks uphold such disputes within 30 to 60 days.
Methods to cancel Infopay and choose the right one
Infopay does not advertise a single "cancel now" button on its website. Instead, cancellation typically requires one of three approaches: account self-service (if a control exists), direct contact with support, or escalation through your payment provider.
Method one: self-service cancellation through your account
Log in to your Infopay account and navigate to the settings area. Look for a section labeled Account, Billing, Subscription, Membership, Plan Settings, or Manage Services. Some users report finding a "Cancel Subscription," "Stop Renewal," or "Close Account" button in these sections; others find nothing.
If you locate a cancellation control, take a screenshot of the page before clicking, then proceed through the confirmation steps. Photograph or save the confirmation screen as proof of your cancellation request.
If no cancellation button appears after checking all settings menus, move directly to Method Two (support contact).
Method two: email or phone support cancellation
Contact Infopay's support team and state your intention to cancel clearly. Because Infopay does not publish a Malaysia-specific support address, use the general contact information available on the company's website. Send your request via email if possible (for a written record), or call their U.S. support line and follow up in writing the same day.
In your message, include:
- Your full name and account email address.
- The specific subscription plan you wish to cancel (e.g., "Not For Profit Org monthly plan").
- The date of your latest charge and the amount (e.g., "RM89.68 on 15 December 2024").
- Your request for immediate cancellation and confirmation that no further charges will occur.
- Your preferred refund method (original payment card or bank account).
- A request for written confirmation of the cancellation within 5 business days.
Send this email to support from the email address registered on your Infopay account. Retain a copy and note the date and time of sending.
Method three: chargeback through your bank
If Infopay does not respond to your cancellation request within 5 to 7 business days, contact your bank or credit card provider and request a chargeback (or dispute) on the grounds that you cancelled the service and the company charged you without authorisation.
Provide your bank with:
- Your written cancellation request (email or letter with timestamp).
- Screenshots of your Infopay account showing the plan details.
- Bank statements showing the charges you dispute.
- Copies of any responses (or lack thereof) from Infopay support.
Your bank will reverse the charge while it investigates. This process typically takes 30 to 60 days and protects you from further charges in the meantime.
How to cancel Infopay step by step
Follow this procedure to cancel Infopay cleanly and ensure you are not charged again.
Step one: log in and document your account
- Log in to your Infopay account using your email and password.
- Screenshot your account dashboard, including your account email and any visible plan name.
- Navigate to the Billing or Account Settings section.
- Take a screenshot of your current plan, next billing date, and payment method on file.
- Note down the exact amount of your last charge and the date it was processed.
Step two: download and save all documents
- Retrieve all reports, invoices, and account history you may need after cancellation.
- Export any data files or reports available in your account dashboard.
- Download PDF copies of invoices and receipts.
- Save these files to your computer or cloud storage with the date and file name clearly labeled.
- Create a folder called "Infopay Cancellation" to keep all evidence together.
Step three: attempt self-service cancellation
- In your logged-in account, search for cancellation controls.
- Check Account > Settings > Subscription or Plan Management.
- Check Account > Billing > Manage Subscription or Cancel Plan.
- Look for buttons labeled "Cancel Subscription," "Stop Renewal," "Close Account," or "Manage Plan."
- If you find a cancellation option, click it and follow the prompts to the final confirmation screen.
- Take a screenshot of the confirmation page as proof.
Step four: contact Infopay support if self-service fails
- Compose a cancellation email to Infopay support using the template below.
- Send from the email address registered on your Infopay account.
- Use the subject line: "Urgent: Subscription Cancellation Request for [Your Account Email]"
- Include the information listed under "Method Two" above.
- Request a response within 5 business days.
- Save a copy of your sent email and note the date and time.
Email template:
"Dear Infopay Support,
I am writing to request immediate cancellation of my Infopay subscription effective today. My account email is [your email]. My current plan is [plan name], and I have been charged RM[amount] on [date of last charge]. I confirm that I do not wish to continue this service and request that no further charges be processed to my account. Please confirm this cancellation in writing within 5 business days and advise on my refund status. Thank you. [Your name]"
Step five: follow up if you receive no response
- Wait 7 business days for a response from Infopay support.
- If Infopay responds and confirms cancellation, verify that no charge appears on your account within 2 billing cycles.
- If Infopay does not respond, proceed to Step Six.
Step six: contact your bank and request a chargeback
- Call or visit your bank and request a chargeback on your Infopay charges.
- State that you cancelled the service and the merchant charged you without authorisation.
- Provide your bank with copies of your cancellation email, Infopay's account settings screenshots, and billing statements.
- Request that your bank suspend further charges while it investigates.
- Retain the bank reference number for this dispute and keep all correspondence.
Refunds and what happens to your money
Infopay does not publish a refund policy that is easily accessible to Malaysian users. Nevertheless, the Consumer Protection Act 1999 requires the company to refund charges associated with services you have cancelled or did not authorise.
Timeline for refunds
Once you have cancelled your Infopay account, expect the following timeline:
| Action | Timeline | Who to contact |
|---|---|---|
| Cancellation email sent to Infopay | Day 1 | Infopay support |
| Infopay should confirm cancellation | Days 2-5 | Infopay support |
| Refund issued (if within 14-day cooling-off period) | Days 6-14 | Your bank |
| Refund appears in your account | Days 15-30 | Your bank |
| Chargeback process begins (if needed) | Day 8 | Your bank |
| Bank decision on chargeback | Days 30-60 | Your bank |
If Infopay refuses to refund you
Should Infopay claim that your refund request is ineligible (for example, outside the 14-day period or because you used the service), you may still pursue a remedy. Under the CPA 1999, services must be supplied with due care and skill. If Infopay failed to provide clear cancellation instructions or charged you after you requested cancellation, the company is in breach. File a complaint with FOMCA (Federation of Malaysian Consumers Associations) or your state's consumer protection office.
Common mistakes when cancelling Infopay
You are not alone if you have already made one of these errors. They happen because Infopay's cancellation process is deliberately obscured. Learn from them and protect yourself now.
Mistake one: cancelling without documenting the request
Many users call Infopay support, verbally request cancellation, and assume the matter is settled. The company then charges them again, and the user has no proof of the cancellation request. Always send cancellation requests in writing (email or registered mail) so you have a timestamped record. A phone call alone is insufficient.
Mistake two: assuming cancellation stops charges immediately
Cancelling your subscription does not always stop charges on the same day. Infopay may process refunds or final charges within a billing cycle or two after your request. Do not assume silence from the company means you are safe. Monitor your bank statements for 30 to 60 days after cancellation and follow up if any unexpected charge appears.
Mistake three: not using the 14-day cooling-off period
If you are within 14 days of your first Infopay purchase, you do not need to justify your cancellation. Simply state that you are exercising your statutory cooling-off right under the CPA 1999 Distance Contracts Regulations. Use the phrase "cooling-off period" in your cancellation email and the company's obligations become stricter and the refund timeline shorter.
Mistake four: forgetting to download your data before cancelling
Infopay does not guarantee that you will retain access to your reports and account history after you cancel. If any file matters to you-whether it is a property report, vehicle history, or financial analysis-download it before you submit your cancellation request. After cancellation, your access may be revoked within days.
What happens after you cancel Infopay
The cancellation does not end once you receive confirmation from Infopay or your bank. You must actively monitor your account for several weeks to ensure the company complies with your request.
In the first two weeks
Check your bank statement every three to four days. Look for any new Infopay charges, even small ones. If you see a charge, take a screenshot immediately and contact your bank or Infopay support with the transaction details. Many users report that Infopay attempts one final "surprise charge" immediately after cancellation; this is unacceptable and grounds for a chargeback.
After two weeks
If no charges appear, your cancellation has likely succeeded. However, continue to monitor your statements monthly for the next two billing cycles. Some recurring charges can be delayed or bundled. If a charge does appear unexpectedly after 30 days, your bank will still investigate a chargeback claim, though the process may take slightly longer.
Confirming your cancellation with Infopay
If Infopay provided a cancellation confirmation number or email, save it. If the company did not provide confirmation after 7 business days, send a follow-up email asking for written proof that your subscription has been cancelled. State the date and reason for your original cancellation request and ask for the cancellation effective date and confirmation that no further charges will occur. Keep this correspondence forever.
When to escalate and where to complain in malaysia
If Infopay continues to ignore your cancellation request or refuse to refund charges you dispute, escalate your complaint immediately.
Step one: complain to Infopay directly
Send a formal complaint letter (not an email) via registered mail to Infopay, Inc., Boston, MA, United States, with the subject "Formal Complaint: Unauthorised Charges and Cancellation Refusal." In the letter, outline the dates of your cancellation request, the amounts charged, and the company's failure to respond. Request a response within 14 days. Even if Infopay does not reply, this letter establishes a paper trail for your escalation.
Step two: file a complaint with FOMCA
The Federation of Malaysian Consumers Associations (FOMCA) investigates consumer complaints against companies that supply goods or services to Malaysians, including foreign companies. You can file a complaint online at FOMCA's website or by post. Provide your cancellation evidence (emails, screenshots, bank statements) and explain that Infopay charged you without authorisation or refused to refund a cancelled service.
Step three: escalate to your bank or payment processor
If FOMCA's investigation does not yield results within 60 days, file a formal dispute with your bank or credit card provider. Request a chargeback for all disputed Infopay charges. Your bank's dispute department has leverage over international merchants and can reverse charges directly.
Step four: consider small claims court
If the total amount disputed exceeds RM5,000, you may pursue a claim in small claims court under the Small Claims Tribunal Act 1980. You do not need a lawyer for this process, and the tribunal can order Infopay to refund your money plus costs if you prove non-delivery or non-cancellation of the service.
Pricing comparison and alternatives to Infopay
If you are cancelling Infopay because the service is too expensive or does not meet your needs, Malaysian payment gateways and financial information platforms offer clearer pricing and simpler cancellation terms.
| Platform | Malaysia-specific? | Price transparency | Cancellation difficulty | Recommended for |
|---|---|---|---|---|
| Infopay (USA) | No | Poor | High | Not recommended |
| M1Pay | Yes | Clear local pricing | Low | Small business accounts |
| CardBizPay | Yes | Published rates | Low | Online merchants |
| Gkash | Yes | Transparent | Low | E-commerce payments |
| Kiple | Yes | Simple pricing | Low | Monthly subscriptions |
| AffanPay | Yes | Clear tiered plans | Low | Digital products |
All of these alternatives operate servers in Malaysia, provide support in English and Bahasa Malaysia, and publish their cancellation policies plainly on their websites. If you switch to any of these platforms, you will experience faster support response times and a lower risk of surprise charges.
Cancellation checklist for Infopay
Use this checklist to ensure you have completed every step correctly and have protected yourself legally.
- I have logged in to my Infopay account and taken screenshots of my plan, billing date, and payment method.
- I have downloaded and saved all reports, invoices, and account documents to my computer.
- I have checked Account Settings and Billing sections for a self-service cancellation button.
- I have sent a written cancellation email to Infopay support from my registered account email address.
- I have saved a copy of my cancellation email and noted the date and time it was sent.
- I have waited 7 business days for a response from Infopay.
- I have monitored my bank statement for any charges in the 14 days following my cancellation request.
- If no response: I have contacted my bank and requested a chargeback for the disputed Infopay charges.
- If a charge appeared after cancellation: I have filed a complaint with FOMCA or my state consumer protection office.
- I have retained all emails, screenshots, and bank statements related to my cancellation for at least 12 months.
Key takeaways and next steps
Cancelling Infopay is difficult because the company deliberately obscures its cancellation process and maintains no Malaysia-specific support infrastructure. However, your rights under the Consumer Protection Act 1999 are clear: you can cancel any online subscription and receive a refund if you act within 14 days of purchase, or if the company charges you without authorisation after you request cancellation.
The process requires documentation, patience, and willingness to escalate to your bank if Infopay ignores you. But you are not powerless, and you should not accept surprise charges or refusals to cancel.
Yafee (yafee.com) has helped thousands of consumers cancel unwanted subscriptions and recover disputed charges by providing clear legal guidance and step-by-step procedures. If you are struggling to cancel Infopay or have questions about your consumer rights in Malaysia, visit Yafee for templates, checklists, and free advice. Yafee's cancellation guides cover over 50 subscription services, and our team updates them monthly to reflect the latest company policies and consumer law changes.
Do not delay. If you are within 14 days of your first Infopay charge, act today to exercise your cooling-off right. If you are beyond that window but Infopay charged you after you requested cancellation, your bank can still reverse the charge. The sooner you submit your cancellation request-in writing-the sooner you will stop the charges and recover your money.
Contact information and how to find infopay's cancellation address
Infopay does not maintain a Malaysia-specific office or customer service address. The company operates from the following U.S. address and does not publish local contact details.
Infopay head office (United states)
InfoPay, Inc.
Boston, Massachusetts
United States
Website: www.infopay.com (no published cancellation page)
Help: www.infopay.com/help.php
Email: [Use the contact form on the website; direct email addresses are not publicly listed]
Phone: [Contact through website; direct phone number not published for Malaysia users]
Malaysian regulatory authorities for complaints
Federation of Malaysian Consumers Associations (FOMCA)
Wisma Lim Foo Yong
86 Jalan Raja Chulan
50200 Kuala Lumpur
Telephone: +603 2070 3955
Website: www.fomca.org.my
Your state consumer protection office or local enforcement authority
Contact your state government's Ministry of Domestic Trade and Cost of Living office for escalation after FOMCA involvement.
Bank dispute and chargeback contact
Contact your bank's customer service line (usually on the back of your credit card or in your online banking portal) and ask for the dispute resolution or chargeback department. Provide your transaction reference number (found on your bank statement) and a clear description of your cancellation request and the unauthorised charges that followed.
Yafee recommends keeping all bank contact details and reference numbers in your "Infopay Cancellation" folder. When you contact Yafee for guidance on similar cancellations in future, having this information ready will speed up your consultation.