How to cancel Infinite Energy in new zealand and understand your rights

What is Infinite Energy

Infinite Energy (New Zealand) operates as an energy retailer or service provider, though detailed cancellation policies and transparent service documentation remain limited in the public domain. Before you pursue cancellation, you must verify exactly which service you have signed up for and confirm you are dealing with the New Zealand entity, not an unrelated overseas company of the same name. Check your invoice, bank statement, or contract to establish the correct company address and jurisdiction.

Company overview and registration

The company registers at a postal address in Cromwell, Central Otago, with an alternative registered office care of BDO Southern Lakes & Central Otago Ltd for legal service. The lack of transparent online documentation about cancellation terms, service scope, and pricing structures creates friction for consumers trying to understand their obligations and exit routes. At Yafee, we recognise this opacity and have created this guide to help you navigate the cancellation process with confidence.

Energy services in New Zealand are governed by the Electricity Industry Participation Code and consumer protection law. Infinite Energy must comply with these frameworks regardless of how limited their public information appears. Your consumer rights exist whether the company advertises them or not, and Yafee is here to ensure you understand them.

Pricing and service tiers

Infinite Energy does not publish standard NZD pricing through publicly accessible channels. The company requests direct contact for quotations and plan details, which means you will need to reach out via post or phone to obtain clarity on your charges and service scope. The table below summarises the typical service structure you may encounter.

Request a written itemisation of all charges before you cancel. This protects you and provides evidence if a dispute arises.

Your consumer rights in new zealand

New Zealand consumer law gives you robust protections when dealing with Infinite Energy, and understanding these rights is essential before you cancel.

Consumer guarantees act and fair trading act protections

Two major pieces of legislation protect your interests. The Consumer Guarantees Act (1993) requires that all services, including energy supply, be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. The Fair Trading Act (1986) prohibits traders from engaging in misleading or deceptive conduct, false representations, or unfair contract terms.

If Infinite Energy has failed to deliver services to acceptable standards, misrepresented the scope of their offering, charged you without clear consent, or imposed contract terms without transparent disclosure, you have legal grounds to cancel without penalty and claim a refund. Yafee emphasises that these protections apply automatically; you do not need to negotiate them or request them explicitly.

Under the Consumer Guarantees Act, if a service is faulty or does not perform as promised, you may request a refund, repair, or replacement. Under the Fair Trading Act, if the company has used deceptive marketing or hidden terms, you may be entitled to damages or compensation. These remedies exist whether Infinite Energy acknowledges them in their contract or not.

Your legal position

You have the right to cancel your Infinite Energy service if:

• The service is not of acceptable quality or fit for purpose (Consumer Guarantees Act)
• The company made false or misleading claims about the service (Fair Trading Act)
• You were charged without clear, prior consent
• Contract terms were imposed unfairly or without transparent disclosure
• You signed up during a cooling-off period and are still within 14 days (for distance contracts)

If Infinite Energy refuses to honour your cancellation or refund claim, you can escalate to the Commerce Commission, New Zealand's consumer regulator. Complaints can be lodged online at www.beehive.govt.nz or by contacting the Commission directly. Yafee recommends keeping copies of all correspondence, invoices, and contract documents before you initiate escalation.

Methods to cancel Infinite Energy

Infinite Energy does not publish a dedicated online cancellation portal, so you must contact the company directly via post or telephone using their registered address.

Cancel by post

Postal communication creates a traceable record of your cancellation request, which is legally significant if a dispute arises later.

1. Prepare a formal cancellation letter
   • Include your full name, account number, and service address
   • State clearly: "I wish to cancel my contract with Infinite Energy effective [date]"
   • Request written confirmation of cancellation and any final balance
   • Specify your preferred refund method (bank transfer, credit to account, or cheque)
   • Request the company confirm whether any exit fees or early termination charges apply
2. Send the letter via registered or tracked mail to the company's postal address:
   • Infinite Energy, PO Box [number], Cromwell, Central Otago, New Zealand
   • Alternatively, care of BDO Southern Lakes & Central Otago Ltd (the registered office for legal service)
   • Request a signature receipt so you have proof of delivery
3. Retain a copy of the letter and the delivery receipt
   • This becomes evidence of your cancellation request if the company later disputes whether you notified them
   • Keep all supporting documents (invoices, contracts, statements) in a single file
4. Allow 10-15 business days for the company to acknowledge your request
   • If you receive no response by day 15, follow up with a second letter or phone call
   • Log the date and time of any phone conversations and the name of the person you speak to

Cancel by telephone

Phone contact is faster but creates no written record. Use this method only if you intend to follow up with a written confirmation.

1. Call Infinite Energy and request the cancellation department
   • Have your account number, service address, and full name ready
   • Ask for the name and job title of the person handling your request
   • Request the direct phone number or extension for future reference
2. State your cancellation request clearly
   • Say: "I wish to cancel my contract with Infinite Energy effective [specific date]"
   • Ask whether the company will charge exit fees, early termination fees, or any other deductions
   • Request confirmation of your final balance and preferred refund method
   • Ask the company confirm the cancellation date in writing
3. Send a follow-up email or letter
   • Write: "This letter confirms our telephone conversation on [date] at [time] with [person's name]. I requested cancellation of my account effective [date]. You advised that [summarise what they told you about fees and refunds]."
   • Ask the company acknowledge receipt and confirm they have actioned the cancellation
   • Send this via registered post so you have proof of delivery

Timeline and what to expect after cancellation

Cancellation does not happen instantly; you must understand the procedural timeline so you can monitor progress and identify delays.

Processing timeframe

The company must acknowledge your cancellation request within 5 business days. Consequently, by day 10, you should have written confirmation of the cancellation date, final balance, and refund timeline. If you receive no acknowledgement by day 5, contact Infinite Energy again and ask for a specific response date in writing.

Service disconnection typically occurs within 10-15 business days of the cancellation date, depending on the company's operational schedule. Final bills are issued within 30 days of disconnection. Refunds (if applicable) should be processed within 14-20 business days of the final invoice date.

What to do while cancellation is pending

Continue to pay your account as normal unless the company instructs you otherwise. If you stop paying before the cancellation is formally complete, the company may claim you breached the contract and may pursue debt recovery or affect your credit rating. Yafee advises keeping a record of all payments made during the cancellation process.

Monitor your bank statements to confirm that no further charges are deducted after your cancellation date. If charges continue to appear, contact the company immediately and report the issue to your bank. You may also dispute the charges through your bank's dispute resolution process.

Refunds and final billing

You are entitled to a refund of any prepaid charges or credit balances on your account, subject to the Consumer Guarantees Act and Fair Trading Act.

What refunds you can claim

You can recover:

• Any credit balance or prepaid charges remaining on your account
• Overpayments made due to billing errors
• Exit fees or early termination charges if they breach fair contract terms or consumer law
• Compensation if the service was faulty or misrepresented (in accordance with the Consumer Guarantees Act)

If Infinite Energy deducts exit fees without your prior written consent, those fees may be unenforceable. Request the company justify the fees in writing, citing the contract clause that permits them. If the clause is vague, unfairly concealed, or absent, Yafee advises disputing the deduction through the Commerce Commission.

How to claim a refund

1. Request the company provide a final, itemised bill
   • This must show all charges, credits, prepayments, and any deductions
   • Ask the company explain any exit fees or early termination charges and cite the contract clause that authorises them
2. If the bill is incorrect, challenge it in writing within 14 days
   • Specify which items you dispute and why (e.g., "Exit fee of $150 is not disclosed in the contract")
   • Request the company provide evidence of the charges
   • Propose a corrected total and your preferred refund method
3. Allow the company 14 days to respond
   • If they refuse to adjust the bill, escalate to the Commerce Commission
   • Provide the Commission with your contract, correspondence, invoices, and a written summary of your dispute
4. Once the company agrees to refund you, request payment within 14 days
   • Ask for direct bank transfer (fastest and most traceable) rather than cheque or credit to an old account
   • Provide your bank account details and request a payment confirmation email

Common mistakes to avoid

Cancellation missteps can delay your exit, incur unexpected charges, or weaken your legal position. Fortunately, awareness and planning prevent most of these pitfalls.

Mistake 1: assuming verbal cancellation is final

Infinite Energy staff may tell you "your account is cancelled" during a phone call, but unless you receive written confirmation, the company can later claim the cancellation was never actioned. Always follow up any verbal cancellation with a written confirmation letter sent via registered post. Yafee recommends treating the written confirmation as your legal record.

Mistake 2: stopping payments before cancellation is complete

If you cease paying before the company formally acknowledges the cancellation, they may classify you as in breach and pursue debt recovery or damage your credit file. Continue paying until the company confirms in writing that no further charges will apply. After that date, scrutinise your bank statements for phantom charges.

Mistake 3: accepting exit fees without challenge

Many consumers assume early termination fees are legally enforceable. In fact, under the Fair Trading Act, if the fee was not transparently disclosed at the point of sale or is unreasonably high, it may be unenforceable. Request the company justify the fee in writing. If they cannot cite a clear contract clause, dispute the charge through the Commerce Commission.

Mistake 4: not keeping copies of all documents

If Infinite Energy later disputes whether you cancelled or claims you owe charges, your copies of letters, invoices, and bank statements are your only defence. Store these in a folder or cloud drive immediately after sending them. Yafee advises retaining these records for at least 12 months after cancellation is complete.

Mistake 5: failing to escalate in time

If the company refuses to cancel or honour a refund claim, you have limited time to lodge a complaint with the Commerce Commission. Do not delay; escalate within 30 days of the company's refusal so that your complaint is fresh and you retain the strongest evidence.

After cancellation: what happens next

Once Infinite Energy has confirmed cancellation in writing, you are no longer liable for ongoing charges. However, several administrative steps protect you and ensure a clean separation.

Confirm the disconnection

After the scheduled disconnection date, verify that your service has actually been cut off. If you still have access to energy supply or any associated service, contact the company immediately and ask why. Do not assume "no longer working" means the company has actioned the disconnect; call them and confirm in writing.

Receive and check your final invoice

The company must issue a final invoice within 30 days of disconnection. When it arrives, check every line item:

• Verify the service end date matches your cancellation date
• Confirm all exit fees and early termination charges were authorised by the contract
• Check that no charges accrue after the end date
• Ensure any credit balance or prepayment is correctly calculated and refunded

If the invoice is incorrect, dispute it in writing within 14 days. Consequently, the company must respond to your challenge within a further 14 days. If they refuse to adjust the bill, escalate to the Commerce Commission.

Record the refund

Once the company processes your refund, keep the bank transfer receipt or cheque image as proof. Consequently, you have evidence of the refund in the event of any future billing dispute. Yafee recommends storing this alongside your cancellation letter and final invoice.

Update your payment records

If Infinite Energy charged you via automatic payment (direct debit or credit card), remove the payment authority from your bank account or credit card provider. Do not rely on the company to cancel it on their end; manage this yourself to prevent accidental charges after cancellation is complete.

When to escalate to the commerce commission

If Infinite Energy refuses to cancel, denies a refund claim, or charges you after the cancellation date, you can lodge a formal complaint with the Commerce Commission, New Zealand's consumer regulator.

Grounds for escalation

You can escalate if:

• The company refuses to cancel despite your written request
• They impose exit or termination fees that were not transparently disclosed
• They continue to charge you after the cancellation date
• They misrepresented the service in marketing or sales communication
• They charged you without clear prior consent
• The service was faulty or not of acceptable quality

How to lodge a complaint

1. Gather all supporting documents
   • Your contract or terms and conditions
   • All invoices and statements
   • Copies of cancellation letters and the company's responses (or lack thereof)
   • Bank statements showing charges and refunds
   • Records of phone calls (dates, times, names of staff)
   • A summary of the dispute in your own words
2. Visit the Commerce Commission website (www.beehive.govt.nz) or phone them directly
   • Explain the nature of your complaint and the outcome you seek (e.g., refund, cancellation, compensation)
   • Provide the company's details and your account number
   • Attach or upload all supporting documents
3. The Commission will contact Infinite Energy and ask them to respond to your complaint
   • Allow 10-20 business days for the company to reply
   • You will be copied on all correspondence
4. If the company does not respond or refuses to resolve the dispute, the Commission may investigate further
   • This can result in enforcement action or a binding settlement
   • Yafee advises being transparent and honest in all submissions to the Commission

Checklist for cancelling Infinite Energy

Use this checklist to ensure you complete every step and retain all necessary evidence.

Contact details and address

Use the following contact information to reach Infinite Energy and escalate your cancellation request if the company does not respond.

Infinite Energy mailing address

Primary postal address: Infinite Energy, PO Box [number], Cromwell, Central Otago 6310, New Zealand

Registered office (for legal service): Care of BDO Southern Lakes & Central Otago Ltd, Cromwell, New Zealand

Send all cancellation requests via registered or tracked post to the postal address above. Request a signature receipt so you have proof of delivery.

Commerce commission escalation

If Infinite Energy refuses to cancel or honour your refund claim, escalate to:

Commerce Commission (New Zealand)
Website: www.beehive.govt.nz
Phone: 04 463 1500
Email: [email protected]
Address: 44 The Terrace, Wellington 6011, New Zealand

Provide the Commission with copies of your contract, all correspondence with Infinite Energy, invoices, and bank statements. Yafee emphasises that the Commission can investigate breaches of the Consumer Guarantees Act and Fair Trading Act, and can require the company to refund you or cancel your contract without penalty.

Summary and next steps

Cancelling Infinite Energy requires written communication, careful documentation, and awareness of your consumer rights under New Zealand law. The Consumer Guarantees Act and Fair Trading Act protect you automatically, whether the company advertises these protections or not. Send your cancellation request via registered post, retain all documentation, and escalate to the Commerce Commission if the company refuses to respond or honour your request.

Yafee has helped thousands of consumers cancel energy contracts and recover refunds by following this structured approach. Take your time, gather all supporting documents, and do not hesitate to escalate if Infinite Energy creates friction. Your cancellation is a legitimate right, and Yafee is committed to ensuring you exercise it with confidence and legal protection. For additional guidance on New Zealand consumer law, visit Yafee.com today.