Chapter 6: Timely, clear and complete contractual information26
(1) Every online consumer concluding a contract in the EU has the right to have easy, direct and permanent access to at least the name and geographic address of the provider, the electronic mail address or website, the trade register in which the provider is entered and his registration number, the professional title and professional body with which the provider is registered, the VAT details where applicable and any other detail allowing rapid and effective contact with the provider.27 The online consumer must also have access to codes of conduct to which the provider subscribes and to contract terms and general conditions in a way that allows him to store and reproduce (print) them. This right does not apply where contracts are concluded exclusively by exchange of electronic mail or by equivalent individual communications.28
(2) Every consumer has the right to receive, after having ordered the goods or services, confirmation of the key elements of the contract in writing or on a durable medium, such as e-mail. This information must be given at the latest at the time of delivery of goods or, for services, in good time during their performance. However, the trader does not need to repeat information already given before. The confirmation must always include information under what conditions and how the consumer can withdraw from the contract, an address where the consumer can direct complaints, information on after-sales services and guarantees which exist and, for contracts of more than a year or of indefinite duration, the conditions for cancelling the contract.29
(3) After concluding a contract on financial services online consumers have the right to receive, in good time before being bound by the distance contract, detailed information on the terms of the contract, e.g. the characteristics of the service, the price and arrangements for payment and performance. Suppliers should also inform consumers about their contractual rights, how to withdraw from the contract or to terminate the contract earlier, any information on existing after-sales services and guarantees and possible actions in case of a problem.30
(4) Subscribers of electronic communications services, including those used for the delivery of information society services, have the right to receive information from the provider e.g. on applicable prices, tariffs and charges, including tariff options and packages, standard terms and conditions for access to and use of the services provided and quality of the service. Moreover disabled subscribers shall be regularly informed of the products and services designed for them.31
(5) Before making an online payment transaction every consumer has the right to receive all relevant payment details, in particular, terms and conditions of the service, including information on the payment service provider responsible for the transaction; information about the characteristics of the payment service and the processing time; information about charges applicable for the transaction and on the refund rights; information about any additional charges or discounts applied by the merchant. After each payment transaction the consumer shall receive the confirmation, which will contain at least the amount of the purchase, the date of the transaction, and a breakdown of any charges applied.32