Vodafone required to give consumers cancellation information

August 7, 2015

The Commission has issued Compliance Notices to Vodafone Ireland Limited. The Commission was of the view that Vodafone was not complying with with consumer law following a review of information provided by Vodafone to its consumers. Following our intervention Vodafone has updated its website with the correct details of how consumers can cancel contracts agreed online. Any consumer who bought goods or services online from Vodafone in the past 12 months has 14 days from 6 August  to cancel their contract. For more information consumers should go to the customer notices section on the Vodafone website.

The enforcement action was taken as a result of a wider review in the telecoms sector of compliance with the Consumer Rights Directive and in June we issued Compliance Notices to  Eircom, Three, UPC and Meteor.

Know what your cancellation rights are

When you enter into a service contract online or over the phone, you are given a cooling-off period of 14 days. The cooling-off period ends 14 days after the contract is concluded – that’s usually the date that you sign up to the contract online and agree to the payment method, but you should check the terms and conditions to be sure. Before the end of the 14 days, you can cancel the contract and get a refund. The cooling-off period can be extended to a maximum of 12 months if the business doesn’t give you the correct information on your cancellation rights. There are certain exceptions, for example an on-demand match or film. If cancellation rights do not apply the trader needs to tell you that and explain why.

Your rights online

Before you enter into a contract with a business online, they must provide you with certain information such as the name of the supplier, including any trading name, a truthful and accurate description of what you’re buying, pricing including any taxes etc. You should also expect to receive further information either before your services are delivered or when they are delivered.

Check out our information on buying online to ensure you know what your rights are. If you come across a business who is in breach of these regulations, let us know.

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