The Consumer Ombudsman drew attention to the cancellation policy of Moi Mobiili Oy, according to which the customer had no right to withdraw from the contract if the subscription or other service had been activated or taken into use. According to the Consumer Protection Act, the consumer is entitled to withdraw from a distance selling contract by notifying the business of the same within 14 days of the conclusion of the service contract. However, the consumer is not entitled to withdraw from the contract if the service has been performed in full.
The Consumer Ombudsman was of the view that activating or beginning to use a subscription or other service was not the same as performing it in full. Because mobile phone and Internet services are services provided on a continuous basis, the provision of such a service has not been fulfilled before the contract is terminated.
The Consumer Ombudsman also drew Moi Mobiili’s attention to the fact that information concerning issues such as withdrawal from a contract must be given or made available to the consumer in a clear and understandable manner. Consumers must understand their rights and obligations in the case of a withdrawal from a contract situation. Moi Mobiili committed to change its cancellation terms to meet the requirements of the Consumer Ombudsman during the autumn of 2017.