Off-premises (doorstep) terms and conditions for the supply of services—business-to-consumer
Off-premises (doorstep) terms and conditions for the supply of services—business-to-consumer

The following Commercial guidance note provides comprehensive and up to date legal information covering:

  • Off-premises (doorstep) terms and conditions for the supply of services—business-to-consumer
  • Appendix 1Model cancellation form
  • Appendix 2Request form for services to be provided during the cancellation period

DRAFTING FOR BREXIT: For information on the impact of Brexit on consumer protection and issues to consider on the drafting, negotiation and enforceability of this Precedent, see Practice Notes: Brexit—consumer protection and Brexit—applicable law and jurisdiction—consumer contracts and disputes. See also: Brexit—consumer protection—checklist.

Please read the following important terms and conditions before you buy anything from us and check that they contain everything which you want and nothing that you are not willing to agree to.

Summary of some of your key rights:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that in most cases, you can cancel within 14 days. If you agree the service will start within this time, you may be charged for what you’ve used.
The Consumer Rights Act 2015 says:
  1. you can ask us to repeat or fix the service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;

  2. if a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable;

  3. if a time hasn’t been agreed upfront, it must be carried out within a reasonable time.


This is a summary of some of your key rights. For