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Your rights when buying services online

If you’ve bought services online such as a contract for a mobile phone or a broadband connection and then want to cancel the contract, it’s essential you know your consumer rights.

There are clear rules for online service contracts set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This allows you to cancel your order up to 14 days from entering into the contract. However, there are several restrictions that can trip you up when cancelling an online service contract, which our legal experts can advise on.

For example, if you agreed that the service will start straight away you may have given up the right to cancel.  

Which? Legal can help

Our specialist advisers provide clear legal advice that can help you navigate the confusing process of cancelling an online service contract. We can guide you through the steps needed to:

  • Cancel an online service contract under the Consumer Contracts Regulations
  • Understand a seller’s terms and conditions when both agreeing to and 
  • Cancelling a online service contract
  • Identify which online service contracts can’t be cancelled – including flights, hotels booked for specific dates and theatre tickets
  • Get a refund for any money paid as a deposit or as installments
  • Claim under The Supply of Goods and Services Act 1982[3] or Consumer Rights Act 2015[4] for faulty goods or material supplied as part of the service contract

The Which? Legal team of specialist advisers can arm you with the legal advice you need to take action in an online service contract dispute. 

[3] Applies to contracts entered into prior to 1st October 2015

[4] Applies to contracts entered into on or after 1st October 2015

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Excluding Bank Holidays

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*only £9/month plus a £29 joining fee. You can cancel anytime.