Question 1

Why have I received an invoice even though I’ve cancelled the contract?

Accepted Answer

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary point of view to withdraw in writing and keep a copy. Important messages sent by letter can therefore also be good to send registered or via email. However, there are no formal requirements according to law and the operator may not, for example, require you to withdraw in writing or require you to use the Consumer Agency's withdrawal form.

If you withdraw on the operator's website, you should promptly receive confirmation that the operator has received your message. The confirmation should be in a readable and durable form that is accessible to you.

If you only speak with the operator on the phone, you should ask for a written confirmation that you have withdrawn and when, or record the call. Otherwise, it may be difficult for you to show that you withdrew in time if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be enough since you cannot prove what was said.

We always recommend written withdrawal so that you can show what you have communicated to the operator afterwards, preferably via email. You are also responsible for ensuring that the operator understands the intent of your message. If the operator misunderstands your intent, it does not matter that you sent a message to the operator in a correct manner. Therefore, be clear that you want to withdraw from the agreement. The Consumer Agency has a withdrawal form that you can use. If you can prove that you have notified that you want to withdraw in any of the above ways, you can use your right of withdrawal even if your message is delayed or does not reach the operator.

Question 2

Is it enough to cancel a contract over the phone?

Accepted Answer

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary point of view to withdraw in writing and keep a copy. Important messages sent by letter can therefore also be good to send registered or via email. However, there are no formal requirements according to law and the operator may not, for example, require you to withdraw in writing or require you to use the Consumer Agency's withdrawal form.

If you withdraw on the operator's website, you should promptly receive confirmation that the operator has received your message. The confirmation should be in a readable and durable form that is accessible to you.

If you only speak with the operator on the phone, you should ask for a written confirmation that you have withdrawn and when, or record the call. Otherwise, it may be difficult for you to show that you withdrew in time if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be enough since you cannot prove what was said.

We always recommend written withdrawal so that you can show what you have communicated to the operator afterwards, preferably via email. You are also responsible for ensuring that the operator understands the intent of your message. If the operator misunderstands your intent, it does not matter that you sent a message to the operator in a correct manner. Therefore, be clear that you want to withdraw from the agreement. The Consumer Agency has a withdrawal form that you can use. If you can prove that you have notified that you want to withdraw in any of the above ways, you can use your right of withdrawal even if your message is delayed or does not reach the operator.

Question 3

How do I cancel the contract if I use my right of redrawal?

Accepted Answer

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary point of view to withdraw in writing and keep a copy. Important messages sent by letter can therefore also be good to send registered or via email. However, there are no formal requirements according to law and the operator may not, for example, require you to withdraw in writing or require you to use the Consumer Agency's withdrawal form.

If you withdraw on the operator's website, you should promptly receive confirmation that the operator has received your message. The confirmation should be in a readable and durable form that is accessible to you.

If you only speak with the operator on the phone, you should ask for a written confirmation that you have withdrawn and when, or record the call. Otherwise, it may be difficult for you to show that you withdrew in time if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be enough since you cannot prove what was said.

We always recommend written withdrawal so that you can show what you have communicated to the operator afterwards, preferably via email. You are also responsible for ensuring that the operator understands the intent of your message. If the operator misunderstands your intent, it does not matter that you sent a message to the operator in a correct manner. Therefore, be clear that you want to withdraw from the agreement. The Consumer Agency has a withdrawal form that you can use. If you can prove that you have notified that you want to withdraw in any of the above ways, you can use your right of withdrawal even if your message is delayed or does not reach the operator.

Question 4

Is the provider allowed to change the terms if I’m tied to a contract?

Accepted Answer

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary point of view to withdraw in writing and keep a copy. Important messages sent by letter can therefore also be good to send registered or via email. However, there are no formal requirements according to law and the operator may not, for example, require you to withdraw in writing or require you to use the Consumer Agency's withdrawal form.

If you withdraw on the operator's website, you should promptly receive confirmation that the operator has received your message. The confirmation should be in a readable and durable form that is accessible to you.

If you only speak with the operator on the phone, you should ask for a written confirmation that you have withdrawn and when, or record the call. Otherwise, it may be difficult for you to show that you withdrew in time if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be enough since you cannot prove what was said.

We always recommend written withdrawal so that you can show what you have communicated to the operator afterwards, preferably via email. You are also responsible for ensuring that the operator understands the intent of your message. If the operator misunderstands your intent, it does not matter that you sent a message to the operator in a correct manner. Therefore, be clear that you want to withdraw from the agreement. The Consumer Agency has a withdrawal form that you can use. If you can prove that you have notified that you want to withdraw in any of the above ways, you can use your right of withdrawal even if your message is delayed or does not reach the operator.

Question 5

I’m moving and can’t use the service at my new address – can I cancel the contract even though I’m still tied to it?

Accepted Answer

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary point of view to withdraw in writing and keep a copy. Important messages sent by letter can therefore also be good to send registered or via email. However, there are no formal requirements according to law and the operator may not, for example, require you to withdraw in writing or require you to use the Consumer Agency's withdrawal form.

If you withdraw on the operator's website, you should promptly receive confirmation that the operator has received your message. The confirmation should be in a readable and durable form that is accessible to you.

If you only speak with the operator on the phone, you should ask for a written confirmation that you have withdrawn and when, or record the call. Otherwise, it may be difficult for you to show that you withdrew in time if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be enough since you cannot prove what was said.

We always recommend written withdrawal so that you can show what you have communicated to the operator afterwards, preferably via email. You are also responsible for ensuring that the operator understands the intent of your message. If the operator misunderstands your intent, it does not matter that you sent a message to the operator in a correct manner. Therefore, be clear that you want to withdraw from the agreement. The Consumer Agency has a withdrawal form that you can use. If you can prove that you have notified that you want to withdraw in any of the above ways, you can use your right of withdrawal even if your message is delayed or does not reach the operator.

Question 6

Do I have to pay for the hardware if I’m allowed to cancel the subscription?

Accepted Answer

You can withdraw via email, letter, or phone. If you and the operator do not agree on whether you have withdrawn or not, it is you who must be able to prove that you sent a notice of withdrawal in an appropriate manner and when it was sent. Therefore, it is advantageous from an evidentiary point of view to withdraw in writing and keep a copy. Important messages sent by letter can therefore also be good to send registered or via email. However, there are no formal requirements according to law and the operator may not, for example, require you to withdraw in writing or require you to use the Consumer Agency's withdrawal form.

If you withdraw on the operator's website, you should promptly receive confirmation that the operator has received your message. The confirmation should be in a readable and durable form that is accessible to you.

If you only speak with the operator on the phone, you should ask for a written confirmation that you have withdrawn and when, or record the call. Otherwise, it may be difficult for you to show that you withdrew in time if a dispute arises about this. Even if you can show that you called the operator, it is not certain that it will be enough since you cannot prove what was said.

We always recommend written withdrawal so that you can show what you have communicated to the operator afterwards, preferably via email. You are also responsible for ensuring that the operator understands the intent of your message. If the operator misunderstands your intent, it does not matter that you sent a message to the operator in a correct manner. Therefore, be clear that you want to withdraw from the agreement. The Consumer Agency has a withdrawal form that you can use. If you can prove that you have notified that you want to withdraw in any of the above ways, you can use your right of withdrawal even if your message is delayed or does not reach the operator.

Change or terminate a contract

Frequently asked questions

Change or terminate a contract