§5.8.2 Consequences regarding services and public utilities

For services (including digital services) and public utilities, Article 14(4)(a) provides that the consumer bears no cost, i.e. the consumer is entitled either to a refund of the amount paid or not to pay, if the trader has not provided the required information about the right of withdrawal under Article 6(1)(h) or (j) or if the consumer has not expressly requested that the service starts during the withdrawal period in accordance with Article 7(3) or Article 8(8). Article 14 4. The consumer shall bear no cost for: (a) the performance of services or the supply of water, gas or electricity, where they are not put up for sale in a limited volume or set quantity, or of district heating, in full or in part, during the withdrawal period, where: (i) the trader has failed to provide information in accordance with points (h) or (j) of Article 6(1); or (ii) the consumer has not expressly requested performance to begin during the withdrawal period in accordance with Article 7(3) and Article 8(8); […] Accordingly, in these cases, the consumer can withdraw from the service contract or contract for public utilities whose performance has started and is still ongoing during the extended period of 12 months from the end of the initial withdrawal period calculated under Article 9(2) and will not bear any costs for the services provided. If the trader informs the consumer about the right of withdrawal within 12 months from the end of the initial withdrawal period calculated under Article 9(2), the consumer can withdraw within 14 days after the day they received the information, without bearing any costs for the services provided until the moment when they were informed about the right of withdrawal. The consumer will not bear any cost for what has been provided also where the provision of services or public utilities has been completed (fully performed) before the exercise of the right of withdrawal, including during the extended period under Article 10, except where the trader has complied with the formal requirements of Article 7(3) or 8(8) which results in the consumer’s loss of the right of withdrawal in accordance with point (a) of the first paragraph of Article 16 (see section 5.6.1 for more information).

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Source: EUR-Lex (Cellar) · retrieved 2026-09-07