Contract with a provider

By law the contract with your provider has to include a number of elements.

Subscribers should have easy access to those elements. 

How this is done depends on the way your contract is established. 

  • If the contract has not been concluded in the physical presence of a salesperson (this is called distance selling), the General Consumer Protection Act lays down that you have to receive the main elements of your contract in writing or on another durable medium (e.g. by e-mail or fax). In that case, in principle, you are also entitled to cancel the contract free of charge within a period of 14 calendar days.
  • If the contract was concluded with a salesman physically present, the operator has to hand you a contract for the service you are interested in containing the elements set out (see "Content of the contract"). If that contract is a fixed-term contract, you cannot terminate that contract free of charge. 

General terms and conditions are usually included in the contract and are published on the operator’s website. 

The operator is also under an obligation to provide you with clear and detailed information about the elements to be included in the contract and to update the contract whenever those elements are modified.