Your cancellation policy on your website: what to say

Key takeaways

A website cancellation policy should explain the consumer's 14-day right to cancel distance and off-premises contracts, any exceptions that apply, what happens if work started early, your own notice periods and charges, and how to cancel. If you fail to give consumers this information, their cancellation period can be extended by up to 12 months.

• Consumers get 14 days to cancel most distance and off-premises contracts.
• Missing cancellation information can extend that to 12 months.
• Explain charges if the customer asks you to start early.
• Say exactly how to cancel: email, form or phone.

What should a website cancellation policy say?

A cancellation policy should say who can cancel, by when, how, what it costs and when refunds are paid. For consumer contracts made online, by phone or away from your premises, it must explain the statutory 14-day right to cancel. Global Bridge Labs (GBL) treats it as item 21 of the 30-item inventory.

• What information should every business website have?
• The website information inventory: 30 items to check

What is the 14-day cancellation right?

Under the Consumer Contracts Regulations 2013, consumers can cancel most distance and off-premises contracts within 14 days, without giving a reason. For services, the period runs from the day the contract is made. For goods, it runs from delivery. Refunds are due within 14 days.

• A returns policy page that meets UK law

What if work starts within 14 days?

If a consumer expressly asks you to start a service during the cancellation period and then cancels, you can charge a proportionate amount for work done. You must have told them about the right to cancel and recorded their request. If the service is fully performed with their acknowledgement, the right ends.

• Deposits and payment terms: say them on your website

Which exceptions apply?

Exceptions include goods made to the consumer's specification, perishable goods, sealed items unsealed for hygiene reasons, and services for a specific date such as catering or accommodation. Your policy should name only the exceptions that apply to you, in plain words.

• What a catering company website should include

What about cancellations outside the statutory right?

Outside the 14 days, and for business customers, your own terms apply. State notice periods and charges plainly, such as 'cancel with 48 hours' notice for a full refund'. Charges must be fair and reflect your losses. The CMA's guidance on unfair terms applies to consumer contracts.

• Which company policies to publish on your website

What happens if you leave it out?

If you do not give consumers the required cancellation information, the cancellation period can be extended by up to 12 months, and failing to inform them can be a criminal offence for off-premises contracts. Getting the policy on the website, and in confirmations, is cheap protection.

• Missing information on your website: what it costs you

What does this look like in practice?

A pattern we see with home services sold after a site visit: the contract is signed at the customer's kitchen table, but nobody explains cancellation rights because the firm thinks of it as a shop sale. Adding the rights to the website, quote and contract closes a significant legal gap.

• See client work
• Website Design & Development for UK businesses

Cancellation policy checklist

• Explain the 14-day right where it applies.
• Name only the exceptions you use.
• Explain charges if work starts early.
• State your own notice periods.
• Give a simple way to cancel.
• Include it in confirmations, not just online.

Next step

Check whether your contracts are distance, off-premises or on-premises. Then check that your website policy explains the rights for each.