This applies whether you visit a customer with or without an appointment or agree the sales contract verbally or in writing.

It includes the sale of products and services to customers at:

• their home
• their workplace
• another individual’s home
• on an excursion you’ve organised away from your business premises

You must provide specific information about cancellation in a document called ‘Notice of the Right to Cancel’.

Notice of the Right to Cancel

You must give this document to the customer when the contract is made. It must:

• be either a separate document or in a prominent separate box on the contract with the heading ‘Notice of the Right to Cancel’
• state that the customer has at least 7 calendar days to cancel the contract
• have a detachable cancellation form with your contact details that the customer can fill in and return to you

The 7 days is usually from the date the contract was made. It starts when the customer makes an offer if the offer’s made:

• during a visit by the trader to the consumer’’s home or place of work or someone else’s home
• during an excursion organised by the trader away from his business premises

The document must contain:

• identity of the trader including trading name (if applicable)
• trader’’s reference number, code or other details to enable the contract or offer to be identified
• statement that the consumer has a right to cancel the contract if they wish and that this right can be exercised by delivering, or sending (including by email) a cancellation notice to the person mentioned in the next paragraph at any time within the period of 7 days starting with the day of receipt of a notice in writing of the right to cancel the contract
• name and address, (email as well as postal address) of someone the customer can give a cancellation notice
• statement that notice is considered to be given as soon as it’s sent
• statement that the consumer can use the cancellation form provided if they wish

For contracts where work or services start within the 7 days, you must get written authorisation to start. The notice must also state that the customer must pay a reasonable amount for goods or services covered by the contract before any cancellation.

Who the rules apply to

You’ll need to provide a Notice of the Right to Cancel if you sell goods and services such as:

• home improvement, repair and maintenance services
• gardening services
• personal items such as cosmetics, clothes, jewellery and toiletries
• household items
• books and leisure items
• nutrition and health products
• energy supplies (eg gas and electricity)
• disability aids and mobility products such as stair lifts, scooters and buggies

Exceptions

These regulations won’t apply to you if you make a solicited visit to a customer for regulated finance plans such as mortgages and consumer credit agreements.

Other exceptions include visits made to a customer with or without an appointment for:

• agreements that are cancellable under the Consumer Credit Act 1974
• contracts for the construction, sale or rental of property (but they do apply to extensions, patios, conservatories or driveways and to repairs, refurbishment and improvement of property)
• insurance contracts
• contracts for food and drink supplied by regular roundsmen
• contracts under £35
• contracts relating to shares and investments
• catalogue orders where there is a notice showing the right to return goods or cancel the contract

Penalties

Failure to provide a valid notice is a criminal offence. If convicted the trader and/or their business could be fined up to £5,000.

Doorstep selling, regulations, written notice of the right to cancel, exemptions, penalties