Your right to compensation if something goes wrong
You may be entitled to compensation for delivery delays or faults in your service. Your right to compensation is largely governed by your contractual terms and the circumstances of your individual case.
Page summary
You can receive compensation if something went wrong with a service or delivery. It can be in the form of a price reduction or damages. A price reduction means you get money back for the time the service did not work, if it was not your fault. You can receive damages if you incurred extra costs, but you must prove it, for example with receipts, and have tried to mitigate the damage yourself. The operator can sometimes deny compensation in the agreement, but it must be reasonable.
When am I entitled to compensation as a price reduction?
Your right to a price reduction is often regulated in the terms of the agreement. For example, you may be entitled to a price reduction equivalent to the cost of the service during the time the service did not work, if the fault is not due to you. The timing of when the fault report was made can also affect the price reduction.
Therefore, see what is stated in your terms of agreement to know what applies in your case. Keep in mind that if the operator has disclaimed compensation in the terms, the terms must still be reasonable.
When am I entitled to damages?
You may be entitled to damages for additional costs you have incurred due to a fault in the service or a delivery delay. It is you as the consumer who must be able to prove the additional costs you have incurred, with, for example, receipts or other documentation. The operator also has the opportunity to disclaim liability for damages. In some agreements, it states that the operator must have been negligent for you to be entitled to damages.
If the operator has disclaimed in the agreement, the limitation must still be reasonable towards you as a consumer. The reasonableness depends on the design of the terms of the agreement and the circumstances of the individual case, and it can therefore be difficult to predict what applies.
The National Board for Consumer Disputes, for example, assessed that a contractual term that unconditionally disclaimed a company from liability for consequential damages in the event of a breach of contract was unreasonable and should be disregarded.