Manage Infinity

How to cancel infinity and protect your consumer rights in south africa

What is infinity and what services does it offer

Infinity is a South African service provider that bundles insurance, fibre connectivity and digital subscriptions into a single ecosystem. You access products ranging from car cover to home internet, alongside streaming services like Infinity LiveTV and specialist subscriptions through Infinity-CHS. The company operates across multiple billing platforms, which means your cancellation path depends on where and how you signed up.

Core services and billing platforms

Infinity offers home fibre plans with speeds from 60 Mbps to 240 Mbps, prepaid data packages, insurance products and digital content subscriptions. Each service may be billed directly via Infinity's website, through your mobile provider, or via Apple App Store and Google Play. This fragmentation matters: you cannot cancel your fibre plan through the App Store, and you cannot cancel an app-based subscription through the Infinity website. Understanding which platform holds your subscription is your first step toward a clean cancellation.

At Stopee, we help you navigate these multi-platform traps so you cancel only what you intend to cancel and retain access to services you want to keep.

Subscription types and contract terms

Most Infinity subscriptions renew automatically on a monthly basis. Some plans lock you into a minimum contract period; others offer month-to-month flexibility. Digital subscriptions through Infinity-CHS and Infinity LiveTV typically operate on rolling monthly terms with auto-renewal enabled by default. Your cancellation experience-and your refund prospects-hinges entirely on which service tier you hold and how long you have been billed.

Your consumer rights under south african law

South African consumer protection law gives you specific cancellation and refund rights, regardless of what Infinity's terms claim. Knowing these rights transforms you from a passive customer into an empowered negotiator.

The electronic communications and transactions act (ECTA) cooling-off period

If you subscribed to Infinity via their website, app or email, you enjoy a 7-day cooling-off right under ECTA section 44. This window opens on the day you receive your contract or subscription confirmation, whichever comes later. Within those 7 days, you can cancel and demand a full refund without penalty or explanation. Infinity cannot deduct a handling fee or service charge during this period.

To invoke your cooling-off right, you must notify Infinity in writing. Email counts as written notice. Include your full name, account number, subscription details and the date you wish cancellation to take effect. Infinity must issue your refund within 30 days of receiving your cancellation notice. If they refuse or delay beyond 30 days, Stopee recommends escalating to the National Consumer Commission (NCC) or your provincial consumer protection office.

The consumer protection act (CPA) unfair contract terms clause

The Consumer Protection Act section 48 prohibits suppliers from imposing unfair or unreasonable contract terms. If Infinity's refund policy is grossly one-sided-for example, refusing all refunds even for unused portions of your subscription-that term may be challengeable. The CPA applies to all consumer transactions in South Africa, regardless of whether you subscribed online or in-store.

Additionally, the CPA section 24 requires that suppliers act in a fair and honest manner. If Infinity makes auto-renewal opaque, buries cancellation instructions or deliberately obscures how to cancel, those actions breach your statutory rights. Document everything: screenshots of the subscription page, your billing history, cancellation requests and any response from Infinity. Stopee users have successfully used this evidence to overturn Infinity's refund denials by filing complaints with the NCC.

How to cancel infinity step by step

Your cancellation method depends entirely on where your subscription lives. Follow the pathway that matches your account.

Cancel a direct infinity subscription (website or direct billing)

If you subscribed through Infinity's own website or you pay your bill directly to Infinity by card or bank transfer, follow these steps.

1. Open your web browser and navigate to the Infinity customer portal at your account login page.
   • Enter your email address and password to access your account dashboard.
   • If you cannot remember your password, click "Forgot password" and follow the reset email Infinity sends you.
2. Locate your active subscriptions or services.
   • Look for a section labelled "My services", "Subscriptions" or "Billing".
   • If your account shows multiple services (e.g. fibre plus Infinity LiveTV), identify which service you want to cancel.
3. Select the subscription you wish to cancel.
   • Click on the service name or the "Manage" button next to it.
   • You should see options to pause, modify or cancel your service.
4. Submit your cancellation request.
   • Click "Cancel subscription" or "Request cancellation".
   • Infinity may ask you why you are leaving; this feedback is optional. You do not have to provide a reason to cancel.
   • Review the cancellation summary: confirm the service name, your account number and the requested cancellation date.
5. Confirm and save your cancellation proof.
   • Infinity should display a confirmation page with a cancellation reference number and effective date.
   • Take a screenshot or save a PDF of this page immediately.
   • Check your email for a confirmation message from Infinity within 24 hours. If it does not arrive, log back into your account to verify that your cancellation was processed.
6. Follow up via email to lock in your cancellation.
   • Email Infinity support with your screenshot and reference number, asking for written confirmation that your cancellation is locked in.
   • Stopee recommends requesting a specific cancellation date at the end of your current billing cycle. This prevents you from being charged for services you no longer use.

Cancel an infinity subscription via apple app store

If you subscribed to Infinity LiveTV or Infinity-CHS through the Apple App Store, you must cancel within the App Store itself. Cancelling through the Infinity website will not stop App Store renewals.

1. Open the Apple App Store app on your iPhone, iPad or Mac.
   • Look for your profile icon or picture in the bottom right corner (iPhone/iPad) or top right corner (Mac).
   • Tap or click your profile icon.
2. Select "Subscriptions" from the menu.
   • You will see all active and expired subscriptions tied to your Apple ID.
   • Find Infinity in the list.
3. Tap or click on the Infinity subscription.
   • The subscription details screen opens, showing your renewal date and pricing.
   • Look for a button labelled "Cancel Subscription" or "Edit".
4. Confirm your cancellation.
   • Apple will ask why you are cancelling. You do not have to answer; skip if you prefer.
   • Confirm that you want to cancel. Apple will display a final confirmation message.
5. Capture proof of cancellation.
   • Take a screenshot showing the Infinity subscription status has changed to "Expired" or "Cancellation pending".
   • Check your email for Apple's cancellation confirmation. Apple typically sends a receipt within minutes.
6. Verify no further charges appear on your Apple bill.
   • Check your next billing statement to confirm that no renewal charge for Infinity appears.
   • Contact Apple Support if you see unexpected charges after your confirmed cancellation date.

Cancel an infinity subscription via google play

Google Play subscriptions require cancellation through Google's own platform. Cancelling on the Infinity website or through another channel will not prevent Google Play renewals.

1. Open Google Play on your Android phone or tablet.
   • Tap your profile icon in the top right corner of the screen.
   • Select "Payments and subscriptions".
2. Tap "Subscriptions".
   • You will see all active subscriptions linked to your Google account.
   • Locate and tap the Infinity subscription.
3. Select "Cancel subscription".
   • Google may show a reason-selection screen. You can skip this step.
   • Confirm your cancellation choice when prompted.
4. Save your cancellation confirmation.
   • Screenshot the final confirmation screen showing your subscription status as cancelled or expired.
   • Google sends a confirmation email; keep this for your records.
5. Monitor your next Google Play billing charge.
   • Ensure no Infinity charge appears on your next billing date.
   • If a charge does appear, contact Google Play support immediately with your cancellation proof.

What happens after you cancel infinity

Cancellation does not always mean immediate service termination. Understanding the grace period and what happens to your account helps you avoid accidental re-subscription or unexpected final charges.

Access and service continuation after cancellation

After you submit your cancellation request, your service typically continues until the end of your current billing period. For example, if you cancel on 15 March and your billing cycle ends on 30 March, you retain access to Infinity's services until 30 March at 23:59. On 31 March, your account locks and you lose access. This grace period is standard across most digital subscriptions, but Stopee advises you to confirm the exact date with Infinity.

For fibre services, Infinity may require you to return equipment (modem, router) within a set period after cancellation. Check your cancellation confirmation email for return instructions. If you do not return the equipment, Infinity may charge you a non-return fee ranging from R500 to R2,000 depending on the hardware. Arrange a return as soon as you receive the cancellation confirmation.

Data, account termination and renewal safeguards

Your account data-billing history, contact details, preferences-remains in Infinity's systems even after cancellation. Infinity's privacy policy governs how long they retain this data. If you want all personal data deleted, email Infinity's data protection officer and request deletion under the Protection of Personal Information Act (POPIA). Request written confirmation once deletion is complete.

Most importantly, do not discard your cancellation proof. Save it digitally (in the cloud) and print a hard copy. Stopee has seen cases where customers received unexpected renewal charges months after cancellation because billing support could not locate their cancellation record. Your proof is your only defence against unwanted re-billing.

Will you get a refund when you cancel infinity

Refunds are the thorniest part of cancelling Infinity. The company's own terms state that no refunds apply, but South African law overrides this clause in specific circumstances.

Infinity's stated refund policy

Infinity-CHS and Infinity LiveTV state in their terms that all payments are non-refundable once the service has been rendered or the subscription period has commenced. Even if you cancel on day 1 of your monthly cycle, Infinity will not refund the portion of that month you did not use. This hard-line policy is common in the streaming and digital subscription industry, but it is not absolute under South African law.

Your refund rights under ECTA and the consumer protection act

Your 7-day ECTA cooling-off right grants you a full refund if you cancel within 7 days of purchase, regardless of Infinity's no-refund clause. This right applies to all electronic purchases, including subscriptions activated on your first login. Infinity cannot charge you a handling fee or deduction during this window.

Beyond day 7, refunds become harder but not impossible. The Consumer Protection Act section 48 challenges unfair contract terms. If Infinity's refund clause is unreasonably one-sided, you can file a complaint with the National Consumer Commission arguing that the term is unfair. The NCC can force Infinity to refund you or amend their terms. Success is not guaranteed, but it is achievable if you document that you did not use the service or that the service was defective.

Pro tip: If you discover that Infinity's service is broken-for example, your fibre speed is one-third of what you paid for, or Infinity LiveTV is offline for days-you may qualify for a partial refund under the Consumer Protection Act's section on defective goods and services. Document the fault with screenshots, speed tests, outage reports or screenshots of error messages. Send this evidence to Infinity support before cancelling, and request a prorated refund. If Infinity refuses, escalate to the NCC with your evidence.

Practical refund tactics and escalation

When you cancel, send Infinity an email stating your cancellation clearly and requesting confirmation of whether you are eligible for a refund. Quote ECTA section 44 if you are within 7 days, or the Consumer Protection Act if you believe your circumstances warrant an exception. Ask Infinity to respond in writing within 5 business days.

If Infinity refuses your refund request, do not accept that as final. File a formal complaint with the National Consumer Commission at complaints@thencc.org.za or call 011 669 6000. Include your cancellation proof, billing statements, Infinity's refusal email and a clear summary of why you believe you are owed a refund. The NCC processes complaints for free and has authority to order refunds. At Stopee, we have seen the NCC award refunds in cases where customers proved non-use, defective service or unfair contract terms.

Infinity pricing and plan breakdown

Understanding what you are paying for helps you decide whether cancellation is the right move, and it gives you leverage in refund disputes. Here is Infinity's current home fibre pricing for South Africa.

All Infinity fibre plans include unlimited data and month-to-month billing. No long-term contracts are locked in, which means you can cancel at any time without penalty. Infinity LiveTV and Infinity-CHS subscriptions are separate and cost between R49 and R199 per month depending on the content package.

Common mistakes people make when cancelling infinity

Cancellation can feel straightforward, but small missteps leave you exposed to surprise charges and account locks. We have seen these traps derail hundreds of cancellations.

Mistake 1: cancelling in the wrong place

The biggest trap is cancelling your subscription on one platform and assuming it is cancelled everywhere. If you subscribed to Infinity LiveTV via the App Store but you cancel through the Infinity website, the App Store renewal will fire on your next billing date and charge you again. Always cancel on the exact platform where you subscribed. Cross-check your billing statements to confirm where the charge is coming from (Infinity, Apple, Google), then cancel there.

Mistake 2: not saving cancellation proof

Warning: Infinity's customer support frequently claims they have no record of your cancellation request, especially if you cancel online. Without a screenshot or email confirmation, you have no defence against a surprise charge. Save your proof the day you cancel, and email Infinity support asking them to confirm cancellation in writing. Make email your primary cancellation method whenever possible; it creates an automatic paper trail.

Mistake 3: cancelling too close to your renewal date

If you cancel on the 27th of the month and your renewal date is the 28th, Infinity may process your renewal before processing your cancellation. You will be charged for a full month you did not use. Cancel at least 3 business days before your renewal date. Check your account to see your exact renewal date, then set a phone reminder to cancel 4 days before that date.

Mistake 4: overlooking the ECTA cooling-off period

If you are within 7 days of subscribing, you do not need to negotiate about refunds. You have a statutory right to a full refund. Do not accept Infinity's no-refund policy. Quote ECTA section 44 in your cancellation email and demand your refund. Most subscribers do not realise this right exists, and Infinity counts on that ignorance.

Mistake 5: not following up in writing

Phone cancellations leave no trace. If you call Infinity to cancel, always follow up with an email the same day restating what you discussed. Include the name of the person you spoke to (if given), the time of the call and exactly what they said. Email creates legal evidence; phone calls do not.

Your checklist before you cancel infinity

Use this checklist to prepare your cancellation and protect yourself from surprises.

1. Log into your Infinity account and verify which services are active and which renewal date is coming up.
2. Note the exact platform where you subscribed: Infinity website, Apple App Store, Google Play or another channel.
3. Check your last 3 billing statements to confirm the charge origin and your renewal date.
4. Search your email inbox for your original subscription confirmation and any Infinity terms documents.
5. If you are within 7 days of subscribing, prepare your ECTA cooling-off notice email now (see the refund section for the template).
6. Take a screenshot of your account status before you cancel, showing the active subscription and your account details.
7. Plan your cancellation for 3 business days before your renewal date to avoid double-billing.
8. Gather any documentation of service faults, slow speeds or downtime if you plan to request a refund.
9. Identify Infinity's email address or support portal for following up in writing after you cancel.
10. Set a calendar reminder for 5 business days after cancellation to confirm no unexpected charge appears on your account.

How stopee helps you cancel infinity safely

Cancelling any subscription carries risk if you do not know your rights and the hidden pitfalls. Stopee.com has built a library of platform-specific cancellation guides and consumer law explainers to help you navigate every step. Our guides cover not just Infinity but hundreds of other South African and international subscriptions, all written with the same practical, step-by-step clarity you see here.

When you visit Stopee, you find exact instructions for your platform, pre-written email templates for requesting refunds, and clear explanations of your consumer rights. Stopee has helped thousands of consumers cancel Infinity cleanly, recover unjust charges and avoid surprise billing. We keep our content up to date as company policies and South African laws change, so you always have the freshest, most accurate information.

Contact information and escalation addresses for infinity

Infinity does not publicly list a physical postal address for cancellation requests on their main website. Your best approach is to contact their customer service team first via their digital channels.

Primary cancellation and support channels

Email your cancellation request to Infinity's general support email (found in your account dashboard or previous billing emails). Include your full name, account number, email address and the exact service you want to cancel. Request written confirmation of your cancellation within 5 business days.

Alternatively, log into your Infinity account portal and use the built-in support chat or ticketing system. Document the conversation and request a confirmation email after you submit your cancellation.

Escalation if infinity ignores your cancellation request

If Infinity does not acknowledge your cancellation within 5 business days, or if they refuse your refund request unfairly, file a complaint with the National Consumer Commission. You can lodge your complaint online at www.thencc.org.za, by email to complaints@thencc.org.za, or by phone on 011 669 6000 (Monday to Friday, 08:00 to 16:30). The NCC charges no fee for complaints and has the power to order Infinity to refund you or amend unfair terms.

Include in your NCC complaint: your cancellation proof, all email correspondence with Infinity, your billing statements showing charges, and a clear explanation of why you believe Infinity breached your consumer rights. The NCC typically responds within 30 days and can escalate your case to formal mediation if Infinity disputes your claim.

At Stopee, we empower you with knowledge so you cancel confidently and protect your consumer rights. Your cancellation should be simple, transparent and fair. If Infinity stands in your way, the law stands with you.