Before the launch of Black Friday promotional offers, ANCOM reminds users that they have the right to be informed by telephone, internet or television services providers about the conditions for concluding online contracts, with our without the purchase of equipment.
On Black Friday, many users choose to conclude new contracts for telephone, internet or television services, purchase packages that include terminals, or renew their existing subscriptions. Usually, promotional offers are available on the websites of service providers, in the online store section.
Distance contracts concluded online
Before placing an online order, the order page must display a minimum amount of essential information. The order placement button/function must also display a clear warning that there will be a payment obligation once the order has been completed. If there is no such warning, the user has no obligation under that order. The order page must also allow reviewing and correcting possible errors before the order is submitted.
The contract is considered concluded when the provider confirms, on a durable medium, the acceptance of the order submitted by the user.
Attention! If the provider does not confirm the acceptance of the order, the contract is not considered concluded. Thus, if the promotional stock of terminals is sold out before your order is confirmedby the provider, it is not obliged to deliver the product for which it has received the online order.
Moreover, the service provider has the obligation to provide the user with the summary of the contract, at the latest before the start of the provision of services or at the time of delivery of the products, as the case may be.
On the ANCOM InfoCentre page, users can find out details on the conditions of concluding distance contracts or see what are the tips for choosing offers.
Right of withdrawal from a distance contract
After concluding a distance contract, the user has the right to change his/her mind and withdraw from a distance contract, without giving a reason, within 14 days from the date of conclusion of the respective contract.
For a contract that includes the purchase of a terminal (phone, tablet, PC, etc.), the term of 14 days is calculated from the date of receiving the product.
Providers must inform users of their right of withdrawal both when presenting the offer and at the conclusion of the contract, by providing the withdrawal form. Before the expiry of the 14-day withdrawal period, a user may exercise his/her right of withdrawal by transmitting to the provider a form or an unequivocal statement declaring the intention to withdraw from the contract.
Recommendations when receiving parcels with the ordered terminals
In the case of terminals delivered by courier services, ANCOM recommends that users ensure that they or other family members have placed such an online order before paying the cash on delivery fee.
Furthermore, ANCOM flags to the users not to respond to messages (SMS, e-mail) apparently sent by a postal service provider requesting them to access a link and fill in personal information (e.g. bank card number) supposedly necessary for the delivery of a parcel. If a user has responded to such a message and he/she has been the victim of a fraud, it is necessary to contact the police to initiate an investigation.
On what, how and where one can complain
ANCOM can take measures if the providers do not observe the users’ rights regarding the conclusion of distance contracts through which electronic communications services are purchased (telephone, internet or television). Complaints can be sent here.
