For online and remote sales, the customer journey matters as much as the contract. Businesses often need to show key information before checkout, explain cancellation rights, handle cooling-off periods and avoid hidden extras or pre-ticked charges.
Main laws
United Kingdom Regulation
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
These Regulations set UK pre-contract information, cancellation and additional-charge rules for many consumer distance and off-premises...
In forceUnited KingdomPlain-English guide4 practical checks
Plain-English explainers, not legal advice. Use the linked official source for section-level detail, and get advice for your situation.
Get legal helpStart here
Quick read
- For online and remote sales, the customer journey matters as much as the contract.
- Businesses often need to show key information before checkout, explain cancellation rights, handle cooling-off periods and avoid hidden extras or pre-ticked charges.
Likely relevant if
- Online stores
- Course, coaching and membership businesses
- Remote service providers
Check first
- Give required pre-contract information before the customer is bound
- Explain cancellation rights where they apply
- Avoid hidden additional charges and pre-ticked paid options
What this means in practice
Key points
- The checkout flow is a legal document in practice.
- Cancellation wording should match the product or service being sold.
- Urgent service starts and digital content access need careful consent wording.
When this law usually matters
Most businesses do not need to memorise the whole law. The useful starting point is to know when it is likely to affect a contract, customer journey, employee process, data flow or company decision.
Key points
- Online stores
- Course, coaching and membership businesses
- Remote service providers
- Marketplaces and platforms selling to consumers
What to check first
Sense check
- Give required pre-contract information before the customer is bound
- Explain cancellation rights where they apply
- Avoid hidden additional charges and pre-ticked paid options
- Send confirmation of the contract in a durable form where required
Documents and workflows to review
Key points
- Checkout screens
- Order confirmation emails
- Cancellation policy
- Website terms
- Digital content access wording