Rules for cancelling contracts online
For consumers, it is often very easy to take out a fixed-term subscription, membership or any other contract online. Conversely however, is it just as easy to cancel such contracts? If you make it harder for consumers to cancel their contracts, consumers might be stuck with contracts they actually do not want (or not anymore). This is not allowed.
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It is important that consumers are able to cancel their subscriptions in an easy and clear manner. That is why there are rules in place if you offer subscriptions, memberships or similar products. These rules ensure that consumers are able to make informed choices. An informed choice is a choice that has been made in a fair manner, with correct information, and without any pressure.
If you make it hard for consumers to cancel their contracts, it might constitute an unfair commercial practice. Unfair commercial practices are prohibited. Read more about the rules on subscriptions, memberships, and supply contracts (in Dutch).
What is required and what is not allowed?
Tips
Examples
Relevant regulations
- Section 3A of the Dutch Civil Code, Book 6 (Unfair commercial practices) (in Dutch)
- Section 3 of the Dutch Civil Code, Book 6 (General terms and conditions) (in Dutch)
- Directive 2005/29/EC (Unfair Commercial Practices Directive)
- Directive 2011/83/EU (Consumer Rights Directive)
- Regulation (EU) 2022/2065 - Digital Services Act
Explanation of regulations
- Guidance on the interpretation and application of the Unfair Commercial Practices Directive
- Guidance on the interpretation and application of the Consumer Rights Directive
- Guidance on the interpretation and application of the Unfair Terms in Consumer Contracts Directive
Enforcement
More info: links and footnotes
- European Commission, Directorate-General for Justice and Consumers, Lupiáñez-Villanueva, F., Boluda, A., Bogliacino, F., et al., Behavioural study on unfair commercial practices in the digital environment : dark patterns and manipulative personalisation : final report, Publications Office of the European Union, 2022.
- Read more about the German obligation to offer a two-click cancellation button: Gesetz für Faire Verbraucherverträge (in German)