Contract Issues
EU Regulations 2013
PART 2
Consumer Information for On-Premises Contracts
Application of Part 2
4. Subject to Regulation 3, this Part applies to each of the following on-premises contracts concluded between a trader and a consumer:
(a) sales contracts;
(b) service contracts other than contracts for passenger transport services;
(c) contracts for the supply of digital content not supplied on a tangible medium;
(d) contracts for the supply of water, gas or electricity not put up for sale in a limited volume or set quantity;
(e) contracts for the supply of district heating.
Information requirements for on-premises contracts
5. (1) Before the consumer is bound by an on-premises contract, the trader shall provide the consumer with the information specified in Schedule 1 in a clear and comprehensible manner, if that information is not already apparent from the context.
(2) Paragraph (1) does not apply to contracts which involve day-to-day transactions and which are performed immediately at the time of the conclusion of the contract.
(3) A trader who contravenes paragraph (1) commits an offence.
PART 3
Consumer Information for Off-Premises Contracts and Distance Contracts
Application of Part 3
6. (1) Subject to paragraph (2) and Regulation 3, this Part applies to each of the following distance contracts and off-premises contracts concluded between a trader and a consumer:
(a) sales contracts;
(b) service contracts;
(c) contracts for the supply of digital content not supplied on a tangible medium;
(d) contracts for the supply of water, gas or electricity not put up for sale in a limited volume or set quantity;
(e) contracts for the supply of district heating.
(2) Except for Regulation 11, this Part does not apply to contracts for passenger transport services.
(3) In case of dispute, it is for the trader to show compliance with the information requirements laid down in this Part.
Information requirements for off-premises contracts
7. (1) Subject to Regulation 8, before the consumer is bound by an off-premises contract or any corresponding offer, the trader—
(a) shall provide the consumer with the information specified in Schedule 2 in a clear and comprehensible manner, and
(b) where a right to cancel the contract exists, shall provide the consumer with the model cancellation form set out in Part B of Schedule 3.
(2) The information specified in paragraphs (l) to (n) of Schedule 2 may be provided by means of the instructions on the right to cancel set out in Part A of Schedule 3, and a trader who correctly supplies those instructions fulfils the obligations of paragraph (1) in respect of those paragraphs.
(3) In the case of a public auction, the information specified in paragraphs (b) to (e) of Schedule 2 may be replaced by the equivalent details for the auctioneer.
(4) The information referred to in paragraph (1)(a)—
(a) shall be given on paper or, if the consumer agrees, on another durable medium,
and
(b) shall be legible and in plain intelligible language.
(5) The cancellation form referred to in paragraph (1)(b) shall be given on paper, or if the consumer agrees, on another durable medium, and be legible.
(6) The information referred to in paragraph (1) forms part of the contract and shall not be altered without the express agreement of the trader and the consumer.
(7) If the trader has not complied with paragraph (1) in respect of paragraphs (g) and (m) of Schedule 2, the consumer is not liable for the charges or costs specified in those paragraphs.
(8) A trader who contravenes paragraph (1) commits an offence.
Information requirements for off-premises contracts for repairs or maintenance
8. (1) Subject to paragraphs (2) and (3), Regulation 7 does not apply to an off-premises contract where—
(a) the consumer has explicitly requested the services of the trader for the purpose of carrying out repairs or maintenance,
(b) the trader and the consumer immediately perform their obligations under the contract, and
(c) the payment to be made by the consumer does not exceed €200.
(2) In the case of an off-premises contract referred to in paragraph (1), the trader shall provide the consumer with—
(a) the information specified in paragraphs (a) to (d), (f), (l) and (o) of Schedule 2,
(b) where a right to cancel the contract exists, the model cancellation form set out in Part B of Schedule 3, and
(c) all of the information required by Regulation 7(1) in the confirmation of the contract to be provided by the trader in accordance with Regulation 9.
(3) The trader shall provide the information specified in paragraphs (b) to (d) and (f) of Schedule 2 on paper or, if the consumer agrees, on another durable medium.
(4) If the consumer expressly agrees, the information specified in paragraphs (a), (l) and (o) of Schedule 2 does not have to be provided by the trader on paper or another durable medium.
(5) A trader who contravenes paragraph (2) commits an offence.
Provision of copy or confirmation of off-premises contracts
9. (1) A trader who concludes an off-premises contract with a consumer shall provide the consumer with a copy of the signed contract or with confirmation of the contract.
(2) The copy or confirmation of the contract shall be provided on paper or, if the consumer agrees, on another durable medium.
(3) Where applicable, the copy or the confirmation of the contract provided by the trader shall include the confirmation of the consumer’s acknowledgement in accordance with Regulation 13(2)(b) of the loss of the right to cancel the contract in the case of digital content not supplied on a tangible medium where the performance has begun with the consumer’s prior express consent.
(4) A trader who contravenes a provision of this Regulation commits an offence.
Information requirements for distance contracts
10. (1) Before the consumer is bound by a distance contract, the trader—
(a) shall give or make available to the consumer the information specified in Schedule 2 in plain and intelligible language and in a way appropriate to the means of distance communication used,
(b) where a right to cancel the contract exists, shall give or make available to the consumer the cancellation form set out in Part B of Schedule 3.
(2) The information specified in paragraphs (l) to (n) of Schedule 2 may be provided by means of the instructions on cancellation set out in Part A of Schedule 3, and a trader who correctly supplies those instructions fulfils the obligations of paragraph (1) in respect of those paragraphs.
(3) In the case of a public auction, the information specified in paragraphs (b) to (e) of Schedule 2 may be replaced by the equivalent details for the auctioneer.
(4) Where the information required by paragraph (1)(a), or the cancellation form referred to in paragraph (1)(b), is provided on a durable medium, it shall be legible.
(5) The information referred to in paragraph (1) forms part of the contract and shall not be altered without the express agreement of the trader and the consumer.
(6) If the trader has not complied with paragraph (1) in respect of paragraphs (g) and (m) of Schedule 2, the consumer is not liable for the charges or costs specified in those paragraphs.
(7) Where a distance contract is concluded through means of distance communication which allows limited space or time to display the information, the trader—
(a) shall provide the information specified in paragraphs (a), (b), (f), (l) and (s) of Schedule 2 on that means of communication in accordance with paragraphs (1) and (2), and
(b) shall provide the other information specified in Schedule 2 in an appropriate way in accordance with paragraphs (1) to (4).
(8) Without prejudice to paragraph (7), a trader who makes a telephone call to the consumer with a view to concluding a distance contract shall, at the beginning of that call, disclose—
(a) the trader’s identity,
(b) where applicable, the identity of the trader on whose behalf the trader makes the call, and
(c) the commercial purpose of the call.
(9) Where distance contracts are concluded through a trading website, the trader shall ensure that the website indicates clearly and legibly, and at the latest at the beginning of the ordering process, whether any delivery restrictions apply and which means of payment are accepted.
(10) A trader who contravenes paragraph (1), paragraph (7), paragraph (8) or paragraph (9) commits an offence.
Additional information requirements for distance contracts concluded by electronic means
11. (1) Subject to Regulation 3, this Regulation applies to distance contracts concluded by electronic means.
(2) If the contract places the consumer under an obligation to pay, the trader shall make the consumer aware in a clear and prominent manner, and directly before the consumer places his order, of the information specified in paragraphs (a), (f) to (h), (s) and (t) of Schedule 2.
(3) The trader shall ensure that the consumer, when placing an order, explicitly acknowledges that the order implies an obligation to pay.
(4) If placing an order under paragraph (3) entails activating a button or a similar function, the trader shall ensure that the button or similar function is labelled in an easily legible manner only with the words ‘order with obligation to pay’ or a corresponding unambiguous formulation indicating that the order entails an obligation to pay the trader.
(5) If the trader has not complied with paragraph (3) and, where applicable, paragraph (4), the consumer is not bound by the contract or order.
(6) A trader who contravenes paragraph (2), paragraph (3) or paragraph (4) commits an offence.
Provision of confirmation of distance contracts
12. (1) A trader who concludes a distance contract with a consumer shall provide the consumer with confirmation of the concluded contract on a durable medium.
(2) The confirmation shall include all of the information specified in Schedule 2 unless the trader has already provided that information to the consumer on a durable medium prior to the conclusion of the contract.
(3) Where applicable, the confirmation shall include the confirmation of the consumer’s acknowledgement in accordance with Regulation 13(2)(b) of the loss of the right to cancel the contract in the case of digital content not supplied on a tangible medium where the performance has begun with the consumer’s prior express consent.
(4) The confirmation required by paragraph (1) shall be provided within a reasonable time after the conclusion of the contract and at the latest—
(a) at the time of the delivery of the goods, or
(b) before performance begins of—
(i) a service,
(ii) a supply of digital content not supplied on a tangible medium,
(iii) a supply of gas, electricity or water not supplied in a limited volume or set quantity, or
(iv) a supply of district heating.
(5) A trader who contravenes a provision of this Regulation commits an offence.
PART 4
Right to Cancel Distance Contracts and Off-Premises Contracts
Application of Part 4
13. (1) Subject to paragraphs (2) and (3) and Regulation 3, this Part applies to each of the following distance contracts and off-premises contracts concluded between a trader and a consumer:
(a) sales contracts;
(b) service contracts;
(c) contracts for the supply of digital content not supplied on a tangible medium;
(d) contracts for the supply of water, gas or electricity not put up for sale in a limited volume or set quantity;
(e) contracts for the supply of district heating.
(2) This Part does not apply to any of the following distance contracts and off-premises contracts concluded between a trader and a consumer:
(a) service contracts, after the service has been fully performed if the performance has begun with—
(i) the consumer’s prior express consent, and
(ii) the consumer’s acknowledgement that he or she will lose the right to cancel the contract once the contract has been fully performed by the trader;
(b) contracts for the supply of digital content not supplied on a tangible medium where the performance has begun with the consumer’s prior express consent and with the consumer’s acknowledgement that he or she thereby loses the right to cancel the contract;
(c) contracts for the supply of goods or services whose price is dependent on fluctuations in the financial market that may occur during the cancellation period and that cannot be controlled by the trader;
(d) contracts for the supply of non-prefabricated goods made on the basis of an individual choice of, or decision by, the consumer;
(e) contracts for the supply of goods that are clearly personalised;
(f) contracts for the supply of goods that are liable to deteriorate or expire rapidly;
(g) contracts for the supply of sealed goods that—
(i) are not suitable for return for health protection and hygiene reasons, and
(ii) were unsealed after delivery;
(h) contracts for the supply of goods that are, according to their nature, inseparably mixed with other items after their delivery;
(i) contracts for the supply of alcoholic beverages where—
(i) the price has been agreed at the time of the conclusion of the sales contract,
(ii) the delivery of the beverages can only take place after 30 days from the conclusion of the sales contract, and
(iii) the value of the beverages is dependent on fluctuations in the market that cannot be controlled by the trader;
(j) contracts where the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs or maintenance;
(k) contracts for the supply of sealed audio or sealed video recordings or sealed computer software that were unsealed after delivery;
(l) contracts for the supply of a newspaper, periodical or magazine with the exception of subscription contracts for the supply of such publications;
(m) contracts concluded at a public auction;
(n) contracts for passenger transport services;
(o) contracts for—
(i) the provision of accommodation other than for residential purposes,
(ii) the transport of goods,
(iii) car rental services,
(iv) catering, or
(v) services related to leisure activities,
where the contract provides for a specific date or period of performance.
(3) Notwithstanding paragraph 2(j), this Part applies to contracts for—
(a) services in addition to the urgent repairs or maintenance requested by the consumer, and
(b) goods other than replacement parts necessarily used in carrying out the maintenance or making the repairs,
provided by the trader on the occasion of a visit made for the purpose referred to in that paragraph.
Right to cancel
14. (1) Subject to Regulation 13 and Regulation 17, the consumer may, at any time prior to the expiry of the cancellation period applicable under Regulation 15 or Regulation 16, cancel a distance contract or an off-premises contract without giving any reason for the cancellation.
(2) A consumer who cancels a distance contract or an off-premises contract does not incur any costs or liability other than those for which he or she is liable under the following provisions:
(a) Regulation 19(2) (non-standard delivery);
(b) Regulation 20(5) (direct cost of returning goods);
(c) Regulation 20(6)(b) (diminished value of goods);
(d) Regulation 21(3) (services provided, or gas, water, electricity, or district heating supplied, during cancellation period).
Expiry of cancellation period
15. (1) Subject to Regulation 16, the cancellation period expires in accordance with paragraphs (2) to (6).
(2) In the case of—
(a) service contracts,
(b) contracts for the supply of digital content not supplied on a tangible medium,
(c) contracts for the supply of water, gas or electricity not supplied in a limited volume or set quantity, and
(d) contracts for the supply of district heating,
the cancellation period expires after 14 days from the day on which the contract is concluded.
(3) In the case of sales contracts other than those specified in paragraphs (4) to (6), the cancellation period expires after 14 days from the day on which the consumer acquires physical possession of the goods.
(4) In the case of sales contracts for multiple goods that are ordered by the consumer in one order and delivered separately, the cancellation period expires after 14 days from the day on which the consumer acquires physical possession of the last of the goods.
(5) In the case of sales contracts for goods consisting of multiple lots or pieces, the cancellation period expires after 14 days from the day on which the consumer acquires physical possession of the last lot or piece.
(6) In the case of sales contracts for regular delivery of goods during a defined period of time, the cancellation period expires after 14 days from the day on which the consumer acquires physical possession of the first of the goods.
(7) In paragraphs (3) to (6) “consumer” includes a person, other than the carrier, indicated by the consumer for the purpose of acquiring physical possession of the goods.
Omission of information on right to cancel
16. (1) If the trader does not provide the consumer with the information on the right to cancel the contract required by paragraph (l) of Schedule 2, the cancellation period expires 12 months from the day on which it would have expired under Regulation 15.
(2) If the trader provides the consumer with the information on the right to cancel required by paragraph (l) of Schedule 2 within 12 months of the day on which the cancellation period would have expired under Regulation 15, the cancellation period expires 14 days after the day on which the consumer receives that information.
(3) The information on the right to cancel referred to in paragraphs (1) and (2) shall be provided in accordance with—
(a) Regulation 7 in the case of off-premises contracts,
(b) Regulation 8 in the case of off-premises contracts for repairs or maintenance within the scope of that Regulation, and
(c) Regulation 10 in the case of distance contracts.
Exercise of right to cancel
17. (1) To exercise the right to cancel under Regulation 14, the consumer shall, before the expiry of the cancellation period, inform the trader of his or her decision to cancel the contract.
(2) To inform the trader under paragraph (1) the consumer may—
(a) use the model cancellation form in part B of Schedule 3, or
(b) make any other unequivocal statement setting out his or her decision to cancel the contract.
(3) Where the trader gives the consumer the option to do so, the consumer may fill in and submit the form or the statement referred to in paragraph (2) on the trader’s website.
(4) Where the consumer exercises the option in paragraph (3), the trader shall communicate to the consumer without delay an acknowledgement on a durable medium of receipt of the consumer’s cancellation of the contract.
(5) The consumer exercises the right to cancel within the cancellation period required by Regulation 15 if he or she sends the communication concerning the exercise of the right to the trader before that period has expired.
(6) In case of dispute, it is for the consumer to show that the right to cancel was exercised in accordance with this Regulation.
Effects of cancellation
18. Subject to Regulations 19 to 23, the exercise of the right to cancel by the consumer terminates the obligations of the consumer and the trader—
(a) to perform the contract, or
(b) in cases where an offer was made by the consumer, to conclude the contract.
Obligations of trader in event of cancellation
19. (1) Subject to paragraph (2), the trader shall reimburse all payments, including any payment for delivery, received from a consumer who exercises the right to cancel a contract.
(2) If the consumer has expressly opted for a type of delivery costing more than the least expensive type of standard delivery offered by the trader, the trader is required only to reimburse the consumer’s delivery payment to an amount equivalent to the cost of the least expensive type of standard delivery offered by the trader.
(3) Subject to paragraph (4), the trader shall reimburse the consumer’s payment without undue delay and not later than 14 days after the day on which the trader is informed of the consumer’s decision to cancel the contract in accordance with Regulation 17.
(4) In the case of sales contracts, the trader may, unless he or she has offered to collect the goods, withhold the reimbursement until—
(a) the trader has received the goods back, or
(b) the consumer supplies evidence to the trader that he or she has sent the goods back,
whichever first occurs.
(5) Unless the consumer has expressly agreed otherwise, the trader shall reimburse the consumer using the same means of payment as the consumer used for the initial transaction.
(6) Where the consumer agrees that the reimbursement may be made by a different means of payment to that used for the initial transaction, the trader shall ensure that the consumer does not incur any fees as a result of the use of that different means of payment.
(7) A trader who contravenes a provision of this Regulation commits an offence.
(8) Breach by a trader of the obligation to reimburse the consumer in accordance with this Regulation is actionable by the consumer as a breach of statutory duty.
Return of goods in event of cancellation of sales contract
20. (1) Where a consumer cancels a sales contract under Regulation 14, the trader shall collect the goods if—
(a) the trader has offered to collect them, or
(b) in the case of an off-premises contract, the goods were delivered to the consumer’s home at the time of the conclusion of the contract and the nature of the goods is such that they cannot normally be returned by post.
(2) Where the trader is required to collect the goods under paragraph (1), the trader shall do so at his or her own expense.
(3) Where the trader is not required to collect the goods under paragraph (1), the consumer shall—
(a) send them back, or
(b) hand them over to the trader or to a person authorised by the trader to receive them.
(4) The consumer shall send back or hand over the goods without undue delay and not later than 14 days from the day on which he informed the trader of his decision to cancel the contract in accordance with Regulation 17.
(5) The consumer shall bear the direct costs of returning the goods under paragraph (3) unless—
(a) the trader has agreed to bear those costs, or
(b) the trader has failed to inform the consumer, in accordance with paragraph (m) of Schedule 2, that the consumer has to bear those costs.
(6) A consumer who is required to return goods to a trader following the exercise of the right to cancel—
(a) shall take reasonable care of the goods prior to returning them, and
(b) is liable for any diminished value of the goods resulting from the handling of the goods beyond that necessary to establish their nature, characteristics and functioning.
(7) There is no liability on the consumer under paragraph (6) if the trader has failed to provide the consumer with the information on the right to cancel required by paragraph (l) of Schedule 2 in accordance with—
(a) Regulation 7 in the case of off-premises contracts,
(b) Regulation 8 in the case of off-premises contacts for repairs or maintenance within the scope of that Regulation,
(c) Regulation 10 in the case of distance contracts.
(8) Breach by a consumer of the obligation to return the goods in accordance with this Regulation is actionable by the trader as a breach of statutory duty.
Performance of services and supply of water, gas, electricity or district heating during cancellation period
21. (1) Subject to Regulation 3 and Regulation 13, this Regulation applies to—
(a) service contracts,
(b) contracts for the supply of water, gas or electricity not put up for sale in a limited volume or set quantity, and
(c) contracts for the supply of district heating.
(2) Where the consumer wants the performance of a contract referred to in paragraph (1) to begin during the cancellation period, the trader shall require the consumer to make an express request to this effect on a durable medium.
(3) Subject to paragraph (5), where the consumer cancels a contract during the cancellation period before the service has been fully performed or the water, gas, electricity or district heating fully supplied, the consumer shall pay to the trader an amount which is in proportion to what has been provided until the time the consumer informed the trader of the exercise of the right to cancel.
(4) The amount referred to in paragraph (3) is to be calculated—
(a) on the basis of the total price agreed in the contract, or
(b) if that price is excessive, on the basis of the market value of the service that has been provided.
(5) The consumer bears no cost for the performance of the contract during the cancellation period if—
(a) the trader has failed to provide the consumer with the information on—
(i) the right to cancel required by paragraph (l) of Schedule 2, or
(ii) the consumer’s liability to pay the trader reasonable costs for the performance of the contract during the cancellation period required by paragraph (n) of Schedule 2,
or
(b) the consumer has not expressly requested performance to begin during the cancellation period in accordance with paragraph (2).
(6) The information on the right to cancel and on the consumer’s liability to pay the trader reasonable costs referred to in paragraph (5)(a) shall be provided in accordance with—
(a) Regulation 7, in the case of off-premises contracts,
(b) Regulation 8, in the case of off-premises contracts for repairs or maintenance within the scope of that Regulation, and
(c) Regulation 10, in the case of distance contracts.
Provision of digital content during cancellation period
22. (1) A consumer who exercises the right to cancel a contract for the supply of digital content not supplied on a tangible medium during the cancellation period is not liable for the cost of that supply, whether in full or in part, during the cancellation period where—
(a) the consumer has not given his or her prior express consent to the beginning of the performance of the digital content before the expiry of the cancellation period applicable under Regulation 15 or Regulation 16,
(b) the consumer has not acknowledged, in giving his or her consent to the beginning of the performance of the digital content before the expiry of the cancellation period, that the right to cancel would be lost, or
(c) the trader has failed to provide confirmation of—
(i) the consumer’s prior express consent to the beginning of the performance of the digital content before the expiry of the cancellation period, and
(ii) the consumer’s acknowledgement of the loss of the right to cancel the contract where the performance of the digital content has begun with the consumer’s prior express consent before the expiry of the cancellation period.
(2) The confirmation of the consumer’s prior express consent to the beginning of the performance of the digital content and of the consumer’s acknowledgement of the loss of the right to cancel the contract referred to in paragraph (1)(c) shall be provided in accordance with Regulation 9 in the case of off-premises contracts and in accordance with Regulation 12 in the case of distance contracts.
Effects of cancellation on ancillary contracts
23. (1) For the purposes of this Regulation, an “ancillary contract” means a contract under which the consumer—
(a) acquires goods or services related to a distance or off-premises contract, and
(b) those goods are supplied, or services provided, by the trader or by a third party on the basis of an arrangement between the third party and the trader.
(2) Where a consumer cancels a distance or off-premises contract in accordance with this Part, any ancillary contract is automatically terminated without any costs for the consumer other than costs under the following provisions:
(a) Regulation 19(2) (non-standard delivery);
(b) Regulation 20(5) (direct cost of returning goods);
(c) Regulation 20(6)(b) (diminished value of goods);
(d) Regulation 21(3) (services provided, or gas, water, electricity, or district heating supplied, during cancellation period).
(3) When a trader is informed by a consumer in accordance with Regulation 17 of the consumer’s decision to cancel a contract, the trader shall inform each other trader with whom the consumer has an ancillary contract that is terminated in accordance with paragraph (2) of that decision.
(4) Where any security has been provided under an ancillary contract that is terminated in accordance with paragraph (2), that security is to be treated as never having had effect and any property lodged with the supplier or the third party solely for the purposes of the said security shall be returned immediately by the supplier or third party.
(5) Paragraph (2) is without prejudice to Regulation 18 of the European Communities (Consumer Credit Agreements) Regulations 2010 ( S.I. No. 281 of 2010 ).
(6) Notwithstanding Regulation 3(2)(d) (exclusion of financial services contracts), contracts for financial services may be ancillary contracts for the purposes of t