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Your online rights
Updated : 10/2012
Shopping online
Information before buying
You have a right to receive clear, correct and comprehensible key information from a seller about a product or services before you buy.
Examples include:
- the main product characteristics
- the price inclusive of taxes - and the period for which it remains valid
- delivery costs
- arrangements for payment, delivery or performance
- the seller's identity as well as physical and e-mail address
- whether you have a right of withdrawal
- for contracts - the minimum duration.
This applies to purchases from online traders registered in the EU, but NOT to purchases made through online auction sites.
It's always good to check where the seller is registered. An internet address ending “.eu”, “.ie”, or “.co.uk”, etc. does NOT guarantee that the seller is based – and registered – in the EU.
Sample story
Andrzej from Poland bought some books from an online vendor – but his credit card was charged more than the final amount displayed at the point of sale on the vendor's website.
Because EU law obliges vendors to display correct and complete pricing information before a customer makes a purchase online, Andrzej reported this matter to both the company and the Polish authorities. After intervention by the authorities, he was refunded the difference.
Information that should appear in your contract
When you enter into a contract with a service provider, the provider must give you the following information (or ensure that you can obtain it quickly and easily at any time):
- name and physical address
- e‑mail address or website
- trade register number
- professional title and VAT details (if applicable)
- professional association to which the provider belongs (if applicable)
- any other information allowing rapid and effective contact with them.
Contracts must be written in plain and understandable language and cannot contain
unfair contract terms
.
Internet subscriptions
The provider must give you information on:
- applicable prices, rates and charges, including options and packages
- standard terms and conditions
- quality of service (for example, download speeds).
Sample story
Laura from Romania wanted to get an internet connection at home, but wasn't sure about the quality of services provided by the various packages on offer.
Luckily - as required by law - all the service providers gave sufficient details on their websites. And Laura was able to get even more information from the Romanian national regulatory authorities for electronic communications.
The provider must also:
- notify you well in advance if they want to change the contract (for example, raise their rates)
- allow you to withdraw from the contract without penalty if you don't accept any new conditions
- offer reasonable minimum contract periods - for example 1 year. Minimum contracts of 2 years or more are illegal.
Sample story
Eric wanted to get an internet connection in his flat during his 1‑year stay in London on a university exchange - but was told by several providers that the minimum subscription time was 2 years.
After consulting the national authority for electronic communications and finding out about his rights, Eric recontacted the providers and was able to get a subscription for 1 year only.
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