Services: cancelling a service
How you cancel a service will generally be set out in the terms and conditions of any written contract.
The cancellation process will depend on a number of issues such as:
- If it's an ongoing service (such as a contract with a mobile phone operator, or membership of a gym),
- If it’s a one-off service with a defined beginning and end (such as a building job on your home)
- If you signed up recently for the contract and are still in a "cooling off" period during which consumers may be allowed to cancel
Some services charge cancellation fees. For instance, a dentist might charge for appointments cancelled at short notice.
But some types of cancellation fee can be much more substantial.
For example, some contracts for broadband or television services will spell out a large fee if you cancel the service earlier than the minimum initial term that you signed up for, such as 12 months.
Some contracts will also require you to give written notice of cancellation.
Changing your mind
But what are your rights if you simply change your mind and decide to cancel a service?
Your contract's terms and conditions should detail what happens if you cancel the service, and whether there is a cancellation charge.
As a consumer, you have additional rights if you order services remotely - over the phone, for example, or by email or fax, or from a website or a mail order catalogue.
In consumer law this is called "distance selling", and your contract with the business is a "distance contract".
Cooling off period
By law, distance contracts must include a "cooling off" period - usually at least seven days after you sign up for the service - during which time you can cancel your order without having to give any reason.
Some services are excluded from distance selling regulations, including:
- Gaming and lottery services
- Financial services such as insurance or banking
- Hotel bookings and many other accommodation, catering or leisure services
- Air, train and other transport tickets
Even if a service is not covered by "distance selling" law, it may still have a cooling-off period.
Life insurance policies, for example, have a cooling off period of 15 days in Ireland. The insurance company must tell you this before you sign the contract.
Services offered on your doorstep
If a business makes an unsolicited call to your home you also have the right to cancel any order you make with them.
This situation is covered by "doorstep selling" legislation and also applies if the business approaches you at your workplace without an appointment and tries to sell you its services in your capacity as a consumer (rather than in your business capacity).
Cancellation fees
Remember too that the contract can be written or oral.
In the example of a dental appointment, the dentists are within their rights to charge a cancellation fee if they warned you while booking the appointment that they have a policy to charge for cancellations.
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