Updated : 10/2012
You have a right to receive clear, correct and comprehensible key information from a seller about a product or services before you buy.
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.
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.
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):
Contracts must be written in plain and understandable language and cannot contain unfair contract terms.
The provider must give you information on:
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:
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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