Clear rules before you accept

1. Status and effect of this page

This page describes principles for future transactional flows. It does not enable checkout today, replace a professional’s specific terms, or create a general refund right beyond applicable law or agreement.

2. Information before acceptance

Before the client is bound, the flow must state the counterparty’s identity, total price, timing and method of performance, cancellation and rescheduling rules, any fees, refund conditions, term or renewal, and how to exercise withdrawal where available.

The rules shown in the quote, agreement, and checkout must be consistent with one another and capable of being retained by the client.

3. Consumer withdrawal right

For distance contracts with a consumer, the Italian Consumer Code generally provides fourteen days to withdraw without giving a reason, subject to exceptions and specific rules for the relevant service or digital content.

If the consumer expressly asks for a service to begin during the withdrawal period, a proportionate amount may be due for work already performed. For fully performed services and certain digital content, loss of the right requires the conditions, express consent, and acknowledgement prescribed by law.

The actual right depends on the contract, the parties’ roles, the stage of performance, and applicable exceptions; the flow must not use generic wording to exclude it.

4. Online withdrawal function

For distance contracts concluded through an online interface where a withdrawal right applies, the flow must provide a prominent function that remains continuously available during the relevant period, allows the contract to be identified, and confirms submission. Receipt must be acknowledged without undue delay on a durable medium with the content, date, and time.

This requirement, introduced into the Italian Consumer Code by Legislative Decree 209/2025, must be implemented in the product before relevant contracts launch; an information page alone is not sufficient.

5. Cancellation, rescheduling, and refunds

Commercial consequences may depend on the stage of the service: not started, scheduled, started, completed, or disputed. Final rules must specify who may cancel, by when, any amounts retained or due, whether rescheduling is available, and the method and timing of refunds.

Refunds must be coordinated with payment, any holds, payouts, and disputes without limiting mandatory consumer rights.

6. Complaints and evidence

Each request must be linked to the quote or agreement, the stage of performance, and relevant communications. The complaint process must assign a case identifier, collect evidence, explain the outcome, and coordinate with payments and payouts.

7. Legal framework and final review

The main references include Articles 49 and following of Italian Legislative Decree 206/2005, as subsequently amended. The rules must be checked against the specific service, consumer or professional status, and counterparty terms before activation.