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Frequently asked questions
Cancel Infinity: The Right Way in Nigeria
How to cancel Infinity in nigeria and take back control of your subscription
Understanding Infinity and your reasons for cancelling
Infinity operates as a subscription service platform with multiple branches serving Nigerian customers, including direct web-based subscriptions and streaming content delivered via mobile and desktop apps. The service charges customers in Nigerian Naira (NGN) through recurring weekly, monthly, and annual plans-billing through your card, mobile money provider, or app store account each renewal cycle.
You may decide to cancel for legitimate reasons: the content no longer matches your interests, you've found a more affordable alternative, or you simply want to reduce discretionary spending. Yafee recognises that cancelling a subscription should be straightforward, yet Infinity's process remains unclear for many Nigerian users. The service enforces a strict no-refund policy, meaning your decision to cancel will not recover past charges-but it stops future billings immediately.
How Infinity structures its billing in nigeria
Infinity-CHS handles web-based subscriptions through its own account portal, allowing you to manage settings and process cancellations online. The service auto-renews by default, charging your registered payment method every renewal date unless you actively cancel. If you subscribed through Apple App Store or Google Play, your cancellation route differs from web-based accounts and requires action within the respective app store system.
The critical point: subscription services do not stop billing when you stop using them. Your card will be charged on your next renewal date unless you take deliberate action today. Yafee has guided thousands of Nigerian consumers through this exact scenario, and the difference between a smooth cancellation and months of unwanted charges comes down to knowing your platform and following the correct steps.
Why immediate action prevents future charges
Automatic renewal clauses are legal under Nigerian law provided they were clearly disclosed before you paid. However, you retain the absolute right to cancel at any time. Each day you delay increases the risk of an unexpected charge hitting your account. If Infinity bills you after you have requested cancellation, you have grounds to dispute the transaction with your bank or payment processor and file a complaint with the Federal Competition and Consumer Protection Commission (FCCPC).
Your consumer rights under nigerian law
Nigerian consumer protection law establishes your rights in relation to subscription services and billing practices.
The federal competition and consumer protection act 2019 and your protection
The Federal Competition and Consumer Protection Act (FCCPA) 2019 is the primary legislation governing fair trading, subscription disclosures, and consumer disputes in Nigeria. Under this Act, service providers operating in Nigeria must clearly display cancellation terms and billing practices before you complete payment. Infinity's no-refund policy is enforceable only if you explicitly agreed to those terms during sign-up-which you likely did via an "I agree" checkbox during registration.
The Act specifically protects you if Infinity engages in unfair practices: failing to deliver the service, billing without your authorisation, making cancellation unreasonably difficult, or ignoring documented service failures. The law mandates that cancellation terms be "fair and not misleading," meaning Infinity cannot bury cancellation steps in obscure menus or require you to contact support multiple times to unsubscribe.
Your legal position when cancelling Infinity
You have the right to cancel Infinity at any time. Infinity cannot require you to remain subscribed beyond your next renewal date, nor can it demand a lengthy notice period or charge a penalty for early termination. Past charges are non-refundable under the terms you accepted, but future charges cease immediately upon cancellation. If Infinity continues billing after your cancellation request, you have grounds to dispute those transactions with your bank and escalate to the FCCPC. Document every communication: take screenshots of your cancellation request, confirmation emails, and monthly statements. This evidence is essential if you need to file a formal complaint.
Escalating to the federal competition and consumer protection commission
If Infinity refuses to process your cancellation, continues billing after you've cancelled, or ignores refund requests for demonstrable service failures, contact the FCCPC directly. You can file a complaint online at www.fccpc.gov.ng or call their consumer helpline. Yafee recommends submitting your evidence bundle-screenshots, email confirmations, and billing statements-before escalating; this accelerates investigation and increases the likelihood of a favourable outcome.
Your Nigerian bank or payment processor (Flutterwave, Paystack, Opay, or your traditional bank) also permits you to dispute charges directly if the merchant fails to provide promised service or honour your cancellation. This is often your fastest route to a refund and succeeds in cases where direct appeals to Infinity fail.
Cancellation pricing and refund policy
Understand Infinity's billing structure and refund position before you cancel.
| Plan type | Billing frequency | Refund eligibility | Next billing date |
|---|---|---|---|
| Weekly | Every 7 days | No refund for unused portion | 7 days from last charge |
| Monthly | Every 30 days | No refund for unused portion | 30 days from last charge |
| Annual | Every 365 days | No refund for unused portion | 365 days from last charge |
| App Store (iOS) | Depends on plan selected | Possible refund within 14 days of purchase; Apple approval required | Depends on original renewal date |
| Google Play (Android) | Depends on plan selected | Possible refund within 48 hours of purchase; Google approval required | Depends on original renewal date |
How to cancel Infinity depending on your subscription method
Your cancellation method depends on where and how you subscribed: via Infinity's own website, Apple App Store, or Google Play.
Cancelling a web-based Infinity subscription
If you subscribed directly through Infinity's website and log in with an email address and password, follow these steps to cancel immediately.
- Log into your Infinity account at the official Infinity website using your email and password.
- If you cannot remember your password, click "Forgot Password" and follow the reset link sent to your registered email address.
- If you no longer have access to that email, contact Infinity support immediately and provide proof of identity (national ID or driver's license) to regain access.
- Navigate to Account Settings, Subscription, or Billing-the exact label varies, but look for a section labelled "Manage Subscription" or "Billing Details."
- This section typically appears in the top-right menu under your profile name or in a sidebar marked "Settings."
- Locate the option to "Cancel Subscription" and click it.
- Infinity may ask why you are cancelling; this is optional feedback-you may skip this or provide a brief reason.
- Do not click "Pause" or "Suspend"-these temporarily freeze your account but do not stop future billing. Select "Cancel" or "Terminate" explicitly.
- Confirm your cancellation by clicking the final confirmation button.
- Screenshot this confirmation screen immediately-this is your proof of cancellation.
- Check your email inbox (including spam/promotions folders) for a cancellation confirmation from Infinity within 5 minutes.
- Save this email indefinitely; it is your legal record of cancellation.
- Wait for your current billing period to end; your access will terminate on your next renewal date, and no further charges will occur.
- If you are charged after this date, contact your bank immediately to dispute the transaction and forward your cancellation confirmation as evidence.
Cancelling an iOS (Apple app store) subscription
If you subscribed through Apple App Store on an iPhone or iPad, you must cancel through Apple's system, not within the Infinity app itself.
- Open the Apple App Store on your iPhone or iPad.
- Tap the profile icon in the top-right corner (the circle with a photo or initial).
- Select "Subscriptions" from the menu.
- You will see a list of all active subscriptions linked to your Apple ID.
- Find and tap "Infinity" in the subscriptions list.
- If you see multiple Infinity entries, identify the one with an active status (not "Expired" or "Cancelled").
- Tap "Cancel Subscription" or "Remove" at the bottom of the Infinity subscription screen.
- Apple may display a cancellation survey; you may skip this or respond.
- Confirm your cancellation by selecting "Confirm" or "Yes."
- Screenshot the confirmation screen immediately-this proves cancellation to Apple.
- The status should change to "Expires [date]" rather than "Renews [date]," confirming successful cancellation.
- Monitor your Apple ID billing for 5-7 days to confirm no further charges appear.
- If a charge appears after your renewal date, open the App Store, go to "Subscriptions," tap Infinity, and check the expiration date. If the system shows an active renewal despite your cancellation, contact Apple Support immediately at support.apple.com.
Cancelling an android (Google play) subscription
If you subscribed through Google Play on an Android device, you must cancel within the Google Play system.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top-right corner.
- Select "Payments and subscriptions," then tap "Subscriptions."
- You will see all active subscriptions linked to your Google account.
- Tap "Infinity" in the subscriptions list.
- Ensure you are selecting the active subscription (status shows "Active" and a renewal date in the future).
- Tap "Cancel subscription."
- Google may ask why you are cancelling; provide feedback or skip this step.
- Select "Cancel subscription" again to confirm.
- Take a screenshot showing the cancellation confirmation.
- The status should change to "Cancelled" or show an expiration date (the final day of your current billing period).
- Check your Google Play billing history over the next 7-10 days.
- If you see another charge for Infinity after your cancellation date, log back into Google Play, navigate to Infinity, and verify the subscription status. If it shows as active despite cancellation, contact Google Play Support at support.google.com/googleplay.
What happens immediately after cancellation
Cancellation takes effect instantly, but your access to Infinity content continues until the end of your current billing period.
Your access and timeline after cancelling
Once you successfully cancel, Infinity's servers receive your cancellation request within minutes. However, you retain full access to all content until your next renewal date arrives. If you subscribed to an annual plan and cancel after one month, you keep access for the remaining 11 months at no additional cost. On the final renewal date, your access terminates automatically, and Infinity will not charge your card again.
Yafee advises monitoring your bank statement or app store billing history for 7-10 days after cancellation to confirm no erroneous charges occur. If a charge appears after your cancellation request, document it immediately and contact your bank or payment processor to initiate a chargeback or dispute. Provide your cancellation screenshot and confirmation email as evidence.
Removing Infinity from your devices
Although cancellation stops future charges, Infinity's app may remain installed on your phone. You may uninstall the app to reclaim storage space, though this is optional and does not affect your cancellation status. Simply long-press the Infinity app icon and select "Uninstall," or visit your phone's app management settings and remove Infinity manually. Uninstalling does not reverse your cancellation; your access will still terminate on the scheduled renewal date.
Refund requests and dispute resolution
Infinity's stated no-refund policy applies to voluntary cancellations, but you may request a refund in specific circumstances.
When you can request a refund
Although Infinity does not refund unused portions of paid plans, the FCCPA allows you to dispute charges and seek refunds if Infinity fails to deliver promised service, experiences prolonged outages, or changes its terms unfairly mid-plan. If you subscribed through an app store, Apple and Google permit refunds within strict windows: Apple allows 14 days from purchase, and Google allows 48 hours. Yafee has helped Nigerian consumers successfully claim these refunds by documenting service failures and submitting evidence to Apple or Google.
How to request a refund
If Infinity's service was unavailable for extended periods (more than 24 hours) during your billing cycle, or if content promised in marketing materials is absent, you have grounds to request a refund. Contact Infinity support with specific dates and times of unavailability, then escalate to your bank or app store if Infinity refuses. Provide your billing statement, cancellation confirmation, and evidence of service failure. Nigerian banks and the FCCPC take documented cases seriously and often overturn merchant refusal within 14-30 days.
Common mistakes when cancelling Infinity
Many Nigerian users cancel incorrectly and face continued charges despite their efforts-but these mistakes are entirely preventable.
Mistake one: pausing instead of cancelling
Infinity's account dashboard offers both "Pause" and "Cancel" options. Pausing suspends your access temporarily but leaves your subscription active and scheduled to resume billing. If you pause for two weeks expecting no charges, you will be billed on your renewal date and access will automatically resume. Always select "Cancel" explicitly, never "Pause," "Freeze," or "Suspend." The only correct action is selecting the option clearly labelled "Cancel Subscription" or "Terminate Membership."
Mistake two: not taking screenshots
Infinity's confirmation screens and emails are your only proof of cancellation. If you cancel verbally via customer support or rely on memory, you have no evidence if the company later claims cancellation never occurred and bills you again. Screenshot every cancellation screen, save every confirmation email, and export your billing history from your app store account. Without these records, your bank and the FCCPC cannot investigate disputes effectively.
Mistake three: cancelling but not monitoring your card
Many users cancel successfully, assume the matter is closed, and do not check their bank statement for weeks. If a system error causes Infinity to charge you again after cancellation, you discover it too late to dispute effectively. Check your card or app store billing section within 7 days of your renewal date to confirm no charge appears. Early detection allows you to dispute the erroneous charge before it clears, increasing the likelihood of immediate refund.
Mistake four: contacting support instead of using self-service cancellation
Some users email Infinity's support team requesting cancellation rather than cancelling directly through their account. Support requests create delays, and confirmation may never arrive. Always use the self-service cancellation option within your account or app store. Self-service cancellation is instantaneous, generates immediate proof, and leaves no room for human error or support team inaction. Contact support only if your account is locked, you cannot access your email, or cancellation fails after multiple attempts.
When to escalate your complaint
If Infinity refuses to cancel, continues billing after cancellation, or fails to refund disputed charges, you have formal avenues for redress.
Step one: document and demand refund in writing
Send a formal demand letter to Infinity's registered office (see contact details below) stating your subscription number, cancellation date, proof of cancellation, and the charges you dispute. Include screenshots and state clearly that you expect a refund within 14 days. Use registered or tracked post so you have proof of delivery. Keep a copy of this letter and its receipt.
Step two: file a complaint with the federal competition and consumer protection commission
If Infinity ignores your demand or refuses, file a formal complaint with the FCCPC at www.fccpc.gov.ng. Provide your demand letter, cancellation proof, billing statements, and all evidence of service failure. The FCCPC investigates subscription and billing disputes and has authority to order merchant refunds, impose penalties, and suspend or revoke operating licenses. Yafee strongly recommends including your bank account details in the complaint so the FCCPC can instruct Infinity to remit refunds directly.
Step three: dispute the charge with your bank or payment processor
Simultaneously, contact your bank or payment processor (Flutterwave, Paystack, Opay, or your traditional bank) and request a chargeback or dispute for any charge made after your documented cancellation date. Provide your cancellation screenshot and confirmation email as evidence. Most banks initiate disputes within 5-7 working days and resolve them within 14-30 days. Nigerian financial regulators pressure banks to refund customers promptly when evidence is clear, so this avenue often succeeds even when Infinity refuses.
Deciding whether to cancel Infinity: factors to weigh
Before you cancel, consider whether the service truly no longer suits your needs or whether adjusting your usage habits might restore its value.
| Reason to keep | Reason to cancel |
|---|---|
| You actively watch new content weekly | You have not opened the app in over 4 weeks |
| The subscription costs less than eating out once monthly | You now have a better-value alternative (competitor service) |
| You share the account with family or friends | You are the only user and have stopped enjoying it |
| You are under a promotional discount (cheaper rate) | The promotional rate has expired and the full price is unaffordable |
| You pause frequently but always resume | Your financial situation has tightened and discretionary spending is unsustainable |
| You subscribe to few other services | You already pay for multiple subscriptions totalling thousands of Naira monthly |
Contact information for Infinity cancellation support in nigeria
If you encounter technical issues during cancellation or need to escalate a dispute, use these official contact routes.
Infinity's primary nigerian location and support channels
Infinity maintains a registered correspondence address in Wuse 2, Abuja, Nigeria. While this is the main office location, direct cancellation should occur through your online account or app store. Escalate disputes by post using the Wuse 2 address as your point of contact. Include a clear subject line: "Subscription Cancellation Dispute - [Your Subscription Number]."
For urgent technical support (e.g., account access issues preventing cancellation), contact Infinity through the support email or help section within the app. Response times vary, but escalations typically receive replies within 5-10 working days. Do not rely solely on support contact; always pursue self-service cancellation first, then escalate if cancellation fails.
Regulatory contacts for dispute escalation
Federal Competition and Consumer Protection Commission (FCCPC):
- Website: www.fccpc.gov.ng
- Online complaint portal: complaint.fccpc.gov.ng
- Consumer helpline: available via the FCCPC website
Your Nigerian bank or payment processor: Contact your card issuer's dispute department directly through your bank's app, website, or customer service line. Provide your cancellation proof and request a chargeback for any charge made after your documented cancellation date.
Key takeaways for cancelling Infinity in nigeria
Cancelling Infinity involves three core actions: logging into your account, selecting the explicit "Cancel Subscription" option, and taking screenshots of your confirmation. The service automatically stops future charges on your next renewal date, though you retain full access until that date expires. Infinity's no-refund policy is legally binding if you accepted it during sign-up, but the Federal Competition and Consumer Protection Act (FCCPA) 2019 protects you if the company fails to deliver service, bills without consent, or refuses to honour documented cancellations.
Document every step: cancellation screen, confirmation email, and monthly billing statement. If Infinity charges you after cancellation, dispute the charge with your bank within 60 days and file a complaint with the FCCPC simultaneously. Monitor your card for 7-10 days after cancellation to catch erroneous charges early. Yafee has guided Nigerian consumers through thousands of successful cancellations and understands the frustration of automated billing-that is why this guide prioritises clarity, speed, and evidence-gathering. You have the right to cancel at any time, and Yafee is here to ensure Infinity honours that right without delay or penalty.