Category: News

As consumers, each year we lose millions of euros on unwanted Christmas presents and unused gift vouchers. Rather than leaving them to collect dust in the corner or adding to landfill by dumping them, you could put them to good use. You may even get a gift you love in the process!

Can you return an unused gift?

Hopefully, you were given a gift receipt that will explain your options. If you don’t have a receipt, then try to find out where the gift was bought and when. If the gift was bought online, the business is required to provide one. If the gift was bought in a store, whether you can return it and get a refund or exchange will be based on the shop’s policy. In good news, many businesses allow returns and have extended return periods into January, so the first step is to make contact to find out what the business will do. If you know that the gift was bought online, the person who gave it to you may be able to return it if it’s been 14 days or less since the gift was delivered to them. You can find out more about these rights in our Right to Cancel section. However, it might be an awkward conversation to find out!

Spend vouchers straightaway

Gift vouchers can be a good way to give a personal gift that still allows an element of choice, but they can also be easily lost or forgotten about. Your consumer rights mean that gift vouchers must be valid for at least five years, but it’s a good idea to use them as soon as possible.  If the business from which the voucher was bought closes down, it will be difficult or impossible to get a refund. Remember also, that some in some cases, maintenance fees can run down the amount you have to spend so get spending.

If it’s faulty, bring it back

Did you know that you have consumer rights for up to six years after you buy something? Under consumer law you are entitled to:

• The right to a refund within the first 30 days if a product is faulty.
• Decide if you want a repair or replacement. It should be provided by the business within a reasonable time, without significant inconvenience to you and free of charge.
• Ask for a refund or price reduction if the fault is major. You can also do this if you have difficulty getting a repair or replacement.
• Depending on how long the product should reasonably last, the business can also be responsible for resolving issues for faulty products for up to six years. 

Sell or donate it

If none of the options above suit, you could give the present to someone you think will appreciate it. Alternatively, you could sell it on an online platform, donate it to a local charity or give it to someone for free by listing it on freecycle websites.

At the beginning of each year, many people start to plan their holidays for the year ahead. Online (third-party) booking sites or intermediaries are proving an increasingly popular option, particularly for bargain hunters on the lookout for the best deal.

Read our article to learn more about what you need to know if you are booking a holiday using a third-party booking site, along with some of our top tips!

What are third-party booking sites?

Third-party booking sites are known by lots of different names. Here are some of the main types and the services that they provide.

• Online travel agents (OTAs) have their own supply of travel products and services, which they sell on behalf of suppliers/providers. Some of the best-known global OTAs are Hotels.com, Expedia, Travelocity, Lastminute.com, Hostelworld, Agoda.com, Airbnb, Edreams.com, LateRooms and Booking.com.
• Comparison websites collect data from the online travel agents above, as well as other third-party search engines and hotel websites, and combine them together so you can compare different offers. Examples of these types of sites include Google Flights, Skyscanner, HotelsCombined, It is important to know that some of these comparison sites are owned by online travel agents and are therefore not entirely independent.

Why use a third-party booking site?

• Price: The main benefit is that consumers can easily compare what is on offer. They can also benefit from special offers as the OTAs can pass on savings due to their scale.
• Choice: Through third-party sites you may have access to options that you wouldn’t have found simply by searching online.
• Convenience: They provide a fast way to find information, check reviews, and place bookings for multiple travel services in one go. You can also deal with one point of contact, which is easier.
• Security:They offer sophisticated online facilities that ensure the safety of users’ data, as well as secure payments and transactions between consumers and suppliers.

What you need to be aware of

• Headline offers: Attractive low-price offers may have additional charges that become apparent as you go through the booking system. The end result is that the final price at the end may be more than other offers or if you booked the services individually.
• If something goes wrong: As you have booked with an intermediary, it may be challenging if there is a disruption or cancelation in travel services. If this happens, it is best to contact the travel supplier directly.
• Contract confusion: When you make a booking, your contract will usually be directly with the service provider and not with the booking website, so you will be bound by the terms and conditions of the travel provider. The third party may also have terms and conditions attached to their service, which you will also be bound by.
• Terms and conditions: It is essential that you read the terms and conditions of both the third-party booking site and the travel provider’s contracts as you will be bound by both. Look particularly at what they say about amending or cancelling bookings, payment details and requirements around travel.

Our top tips

• No matter where you are booking, always check that the website provides complete contact details, including a geographical address, and confirm them with additional internet searches.
• Check the name and URL of the website in the browser address bar before you book so you know if you are booking directly or through a search engine.
• It is always a good idea to check for negative feedback and/or reviews left by other consumers. If an online travel agent has a record of poor communications or consistently refuses refunds, perhaps you should look elsewhere.
• Read the terms and conditions on the websites of both the third-party booking site and the travel providers site before you book.
• Be wary of any requests by a provider / actual supplier of the service to complete a reservation outside the booking platform of the third-party website. This is sometimes a sign of a potential scam and may leave you unprotected if something goes wrong.

Regulation (EC) 261/2004 sets out the important rights and entitlements you have under EU law if your flight is delayed or cancelled, or you are denied boarding.

When do these rights apply?

EU air passenger rights apply when:

• Your flight is within the EU and is operated either by an EU or a non-EU airline.
• Your flight arrives in the EU from outside the EU and is operated by an EU airline.
• Your flight departs from the EU to a non-EU country and is operated by an EU or a non-EU airline.
• You have not already received benefits (compensation, re-routing, assistance from the airline) for flight-related problems for this journey under the local laws of a non-EU country.

What are my rights?

You can find out more about your specific air travel rights by clicking on the following links:

Flight Cancellation

Flight Delay

Compensation

Lost Luggage

Where can I complain?

If you are having difficulty in getting what you are entitled to under these rights, then there are several steps you can take.

The airline

You should always send your complaint to the airline first using either the complaint form provided by the airline or by using our letter templates.

National authorities

If you don’t receive a reply from the airline within 6-8 weeks or if you are not satisfied with the reply, you can lodge a complaint with the relevant national authority in the country where the incident took place. The national authority can provide you with information on how to progress your complaint. If the airline is an Irish-registered airline, you can contact the Irish Aviation Authority.

Alternative or Online Dispute Resolution entities

You can also try to resolve your dispute using Alternative Dispute Resolution (ADR).This means you can ask a neutral third party to act as an intermediary between you and the trader. If you bought your ticket online, you can use Online Dispute Resolution (ODR) platform. Read more about both of these channels in our dedicated section on Alternative Dispute Resolutions.

The national courts

You may wish to resort to formal legal action and present a claim for compensation under EU rules using the European Small Claims procedure. For flights between EU countries (operated by one airline), you can submit your claim either at the place of arrival or departure. If your consumer complaint was not resolved and your claim does not exceed €2,000, you can avail of the Small Claims Procedure in Ireland.

A chargeback is the process in which you can ask your card provider to reverse a transaction on your credit or debit card. It enables you to dispute a card transaction and request your money back for something you’ve paid for.

When can chargeback be used?

Chargeback can be requested if:

• you buy something and it does not arrive;
• something you bought is damaged or different from its description;
• subscriptions that you cancelled were still charged;
• you were due a refund which hasn’t happened;
• you don’t recognise the transaction;
• you paid an incorrect amount or you were charged twice;
• where the business has ceased trading.

If you’ve made a complaint to the business and have either not received a response or unhappy with the outcome, or they’ve stopped trading, you can contact your bank to make a chargeback claim. It is important to be aware that there are no guarantees that your bank will be able to recover the money through chargeback, or that the retailer will accept that you were justified in taking the money back.

How do I request a chargeback?

1. Make sure you have made a complaint: put it in writing, setting out what has happened, include copies of any paperwork and clearly stating how you want the issue to be resolved. You cannot start a chargeback without doing this. Set a deadline in which you expect a response. Keep a copy.
2. Contact your bank quickly: there will be a time limit in which you can do a charge back so if you have tried to resolve the issue yourself and it isn’t getting sorted contact your bank. Most card providers have limits such as 120 or 180 days after the transaction takes place or the agreed date of delivery in which you must dispute a transaction.
3. Include all documents: you will need to provide documents to support your request, these will depend on the reason why you are requesting the reversal but you will need to show that you tried to resolve the problem with the business.

What happens next?

The card provider will refer the query to the card-processing company who will then contact the business advising them of the queried transaction and requesting any required documents. At this point, the business’s bank account is debited. The business has 14 days to respond to the chargeback request, otherwise, the consumer is refunded and the case is closed. If the business supplies documentation for example proof of delivery etc), the card processing company will assess whether it is sufficient defence according to the rules and regulations of the chargeback scheme. When the assessment has been made you will be informed of the outcome of your request by your financial institution.

PayPal and chargeback

If you add money to an account with an online payment provider such as PayPal, the loading of the money is considered to be the card transaction.

So if the money that you’ve loaded into your account is then used to buy goods and services, that transaction won’t be classed as a card transaction and is unlikely to be covered by chargeback.

If you’re making a card purchase through PayPal, it’s best to empty your PayPal account regularly so there is no credit balance. That way, when you make a card purchase through PayPal, the same amount will be debited from your bank account or credit card and immediately to the seller. This will make it easier for your bank or credit card provider to match your purchase with the debit.

Is it time for a new you in 2024? As we enter into a new year, many of us are joining the gym, starting driving lessons, taking dance classes or booking the kids into music and drama courses. Whatever you are signing up for, it’s important to remember that you are entering a contract and reading the terms and conditions is a must.

So before you commit to that gym membership, find out what you should be looking for and what you need to know if those get fit intentions fizzle away.

Get the facts

You have strong consumer rights when it comes to service contracts. Before you agree  to a contract, the business must give you certain information, including:

• A full description of the service provided
• The total cost, including VAT
• Details of any extra charges
• Information on your right to cancel.

You should read through all this information and make sure you are happy with the service before you pay and sign up.

Read the terms and conditions

Yes they are often long and boring to read but you really do need to read them, as once you sign up you are bound by them. This means that if you wish to cancel, for example, the conditions under which you can cancel will be based on what was in the contract. The terms and conditions should also tell you if there could be changes to the price that you are paying, or what would happen should for example the gym close for a time.

If a service falls short of what’s agreed, you have rights under consumer law to help you fix the problem.

Annual memberships

Many services such as gyms offer an annual membership. This may mean paying for the entire year upfront or agreeing to pay monthly for at least 12 months. You should read your contract carefully to make sure you aren’t committing to a service for longer than you’re comfortable with.

If you sign up online, a 14 day ‘cooling-off’ period applies, during which time you can cancel your membership. You will receive a full refund if you have not used the service during the first two weeks and you may receive a partial refund if you have used the service.

What if I want to cancel?

Sometimes your circumstances change. Many gyms, for example, allow you to pause or cancel your membership under certain circumstances such as illness, injury, losing your job or having to move home.

Your provider is legally obliged to provide you with information about their cancellation policy and the process you need to follow. Read through your contract carefully before you sign up and ask them if you are not sure about anything.

Whether movies or music, most of us use some form of streaming in our daily lives. Recent changes in consumer law mean that you have stronger rights when it comes to digital content and services. This means you have consumer rights in relation to anything you download or stream, including apps, software, eBooks, games or music. It can also be something online that you have paid for or something given to you for free with a paid-for item. Read on to find out what this means for you.

What can I expect from my streaming service?

Most importantly you can expect the service to work as you were told that it would; that it is the most up to date version (unless you agree otherwise) and that you have all the necessary accessories and instructions for it to work. You should also be given any information you need about digital and security updates.

Before you signed up for the service you should also have been given clear and easy to understand information about:

• The details of the service (if it wasn’t already clear)
• The total price (including VAT) or how the price will be calculated
• If any additional charges apply
• If you have the right to cancel
• The business’s name, address and phone number

Take your streaming service on tour

European laws mean consumers can bring their online subscriptions while travelling. This means you can enjoy your shows and music if you are anywhere in the EU. This only applies when your stay abroad is temporary. If have an unpaid subscription to a digital service then the content provider is allowed to limit the use of the service abroad. And, European laws also mean that you can be no longer charged extra for using your mobile data or phone minutes in another EU country. The EU has a ‘roam like at home’ policy. This means you will be able to use your mobile data for digital streaming services whenever you cross an EU border. Just be aware that providers are allowed to apply a fair use policy so make sure to check this before you leave.

Review your subscription

Don’t forget if you use multiple streaming services, you could cancel all but one. Once you’ve caught up on all your favourite programmes then you can cancel this service and subscribe to another. You can only watch one programme at a time; so why not only subscribe to one streaming service at a time too? It could save you a lot of money.

Unhappy with your streaming service?

Under consumer law, the business must resolve any issue, so the digital content or service meets what was agreed in the contract. They must correct the issue for free, in the shortest time possible and without significant inconvenience to you. Find out more about how to get problems with a service addressed here.

Social media continues to transform the way people connect. A variety of social media platforms allow us to share information and ideas with each other openly. A downside, however, is that scammers use these social channels to trick people. Scammers often create fake profiles, befriend innocent people, and send spam messages or links that lead to malicious websites.  Other social media scams are where consumers buy a product that is never delivered or they unknowingly are lured into an unwanted subscription.

How to tell if it’s an online scam

Unfortunately, scammers have become more sophisticated, which makes it more difficult to spot a scammer.

There are warning signs to look out for on social media. Be wary if:

• Someone you don’t know wants to add you as a friend
• You get asked to click on a link and enter your details
• You’re made an offer that seems too good to be true
• You’re asked to fill out a survey or enter a competition online
• You’re offered items for sale at a much lower price than elsewhere
• The logo and online identity look fake
• A suspicious post keeps popping up on your feed

Customer service scams

Some scammers pose as customer care agents online. They target consumers who have complained online by contacting the person directly pretending to represent the organisation involved and asking for personal information such as bank details.

A recent trend on X (Twitter) is the emergence of “blue tick scamming”. Changes introduced by the rebranded platform mean anyone who pays a monthly subscription can get a blue tick added to their account without having to prove who they are. Previously, this blue check mark indicated a verified company or account. Displaying this blue tick scammers can fool people into believing they’re legitimate.

Follow these golden rules

There are ways to uncover a fake profile:

• Check to see when the account was set up; long-established accounts are less likely to be scammers
• Check how many followers it has; a low number suggest it may be fake
• Check whether the logo or image seems legitimate; scammers use copies
• Check are there any changes, even very slight ones, to the wording of the account tagged
• Never click on any suspicious links that are sent to you

Top tip: before interacting with a business’s account, check the website for links to their social media accounts. This will help you ensure the account is genuine.

Caught out by a social media scam?

If you have responded to an approach or request on social media and given your bank account details, notify your bank or card issuer immediately. Your account can be placed on hold and card cancelled if necessary.

You should also report it to your local police.

Electric vehicles are becoming increasingly popular across Europe. One of their biggest attractions is that they contain a lithium battery and as a result have lower running costs. There are environmental benefits too. A typical electric vehicle produces fewer emissions and noise compared to its petrol or diesel equivalent.

However, buying any car is expensive and of course you always must consider safety. If you are considering buying an EV, here is some information to get you started.

What is an electric vehicle?

Electric vehicles are run partially or fully on electricity. They have an electric motor instead of an internal combustion engine. There are three main types:

• A battery electric vehicle is powered solely by an electric motor and rechargeable batteries. You charge it by plugging it in at home or using a public charging point.
• A plug-in hybrid has a petrol or diesel engine as well as an electric motor. The battery can be plugged in and charged like a fully electric vehicle.
• A hybrid electric vehicle has a petrol or diesel engine and an electric motor but the battery can only be charged by the engine.

What should you consider before you buy?

Range

You should first think carefully about your car usage. The average electric vehicle can travel 350km (called the range) before it needs to be recharged. This can be less in colder weather. It’s vital you have a good idea of the range you need for your usual driving needs and pick a vehicle to suit this. You’ll pay more if you opt for an extended range model, which you may not need.

Charging at home

If you are considering an electric vehicle, you’ll need to think about how you will charge it. If you don’t have an existing charger, shop around and get at least three quotes from registered electrical installers. You can also ask your car dealer if they include a home charger as part of the car package.

In Ireland there is a government-funded support scheme, the home charger grant scheme, which assists residents and homeowners to install an EV charge point on their property.

The cost of charging your vehicle at home will be less than at public charging points. You might be able to get a super off-peak night-time price if you have a smart meter. Check with your electricity provider.

Charging on the road

For longer journeys, or if you can’t charge at home, you can charge your electric vehicle across the country using public charging points. You’ll see them located in carparks, shopping centres, town streets and motorway service stations. There are various providers, each with their own fees. A number of manufacturers also provide a network of high-speed “superchargers.” Research the options in order to save on costs.

Buying your new electric vehicle

Buying a car is a large expense, make sure to buy from a reputable and recognised retailer. The Sustainability and Energy Authority of Ireland’s website has a list of electric car dealers. Don’t forget that some finance providers offer lower loan rates for electric cars, so make sure to shop around if you are planning in using a loan to finance your new vehicle. Finally, grants are also available, and driving costs such as tolls and car tax can be cheaper with an electric vehicle.

The European Commission has put in place a Temporary Protection Directive (insert hyperlink) to offer quick and effective assistance in the EU to people fleeing the war in Ukraine. Amongst other things, this means that Ukrainian refugees will be given a temporary residence permit, have access to healthcare, education, the labour market and different services and networks of the EU. This includes the European Consumer Centre Network (ECC-Net), which can help you in many different ways.

How can the ECC Network help you?

We help consumers by providing free information and assistance if they have an issue with a business in another country. If you encounter any cross-border consumer problems while you are in one of the ECC-Net countries, we can provide you with free legal advice and assistance. Consumer problems can also include difficulties with travel, such as travel tickets, cancellations and luggage.

Where can the ECC Network help you?

The European Consumer Centre Network (ECC-Net) is a network of 29 offices in the 27 EU Member States, Iceland and Norway. We can help you if you are living in an EU country, Iceland or Norway and have a dispute with a business from another EU country, Iceland or Norway. We can also help you if you have questions about your EU consumer rights.

If you have a question or a request, simply contact your local European Consumer Centre. All ECCs are able to provide assistance in English as well as in local languages.

Other EU initiatives for help and support

EU pages and organisations

• EU website with information for people who are fleeing the war in Ukraine
  Find information on preparing to leave, your rights within the EU and travel across the EU.
• Your Europe
  Find more information on your rights and obligations within the EU.
• The EU Central Contact Service / Europe Direct
  Get in touch with the EU by phone, by mail or in person.
• The ‘European Union around me’ map

Downloads

Factsheet_Temporary_Protection_Directive.pdf

Послуги мережі Європейського споживчого центру (ECC-net) доступні для громадян України в межах ЄС.pdf

For some of us the course of true love was not the only thing not to run smooth! As each year our centres across Europe are contacted by large numbers of consumers who have signed up for online dating services, only to receive big bills, or who are finding the cancellation process difficult.

In some cases, dating websites seem to be free of charge, until your profile is “liked” or until you want to read or send a message through the site. Consumers also mention that they thought they only had to pay registration costs, but in the end had signed up for a subscription. Finding true love is hard enough, so we have pulled together the most important tips on navigating dating services.

Let’s start at the beginning: what should I be told before I sign up?

As is the case for any service, the business must provide you with clear information about the service they are providing and the conditions under which they are providing the service. It is just as important that you read these details before you sign up.

Information about the service should not be hidden in the small print, it should not be in a pre-ticked box and it should be presented before you sign up. The information should tell you:

• This involves a subscription
• You have a 14-day cooling-off period
• How much the subscription costs
• How long you have to pay for the subscription
• The date by which you need to cancel the subscription

If you are not provided with this information (the business has to prove that they did provide it to you) then the subscription is invalid and you do not have to pay anything.

Can I change my mind and cancel?

Under consumer law, you have a 14-day cooling-off period when you take out a subscription. This means you can cancel the subscription within 14 days. It is not necessary to tell the dating site why you do not want the subscription.

If you had access to the dating site immediately after taking out the subscription then you may have to pay for this period, even if you cancel the subscription within the 14-day cooling-off period. The dating site must inform you of these costs and request your permission to charge your card for this amount.

My trial subscription automatically extended; can they do this?

Check the terms and conditions from when you signed up. The dating site may only convert the trial subscription into a paid subscription if you have given prior permission. If you weren’t told that this would happen, and the dating site hasn’t asked you whether you want to extend the service, then they cannot do so.

It is up to the dating website to prove that you agreed to the extension. You should not have to opt out of giving consent on the registration form by unticking a box.

Send a letter or email to the dating site to let them know you did not agree to the extension. Remember to tell them you are cancelling your subscription. You can use our template letter cancelling a subscription for this.

Tips for successful online dating

Before you sign up on a dating website, you should always check the following:

• The terms and conditions from the business
• The length of the subscription
• If the subscription is automatically renewed
• How you can delete your profile or cancel the subscription

Also:

• Take screenshots of the details you enter on the website
• Save the contract terms
• Pay with your credit card and check your bank account regularly

Pay attention: some dating websites host a lot of fake profiles. Scammers are active on these websites as well!