The 30 Most Common Consumer Questions – Clear Answers on Your Rights

Welcome to your digital rights  

The internet makes many things easier – but there are also pitfalls. Here you will find clear answers to the 30 most frequently asked questions regarding consumer rights in the digital space. Explained clearly – no prior legal knowledge required.

Table of Contents  

Quick Overview: All 30 Questions  

Here you will find all the questions at a glance. Click on a question to jump to the detailed answer.

Category 1: Subscriptions and Contracts  

Category 2: Payments and Charges  

Category 3: Online Shopping and Delivery  

Category 4: Your Data and Images on the Internet  

Category 5: Legal Issues  

Category 6: Legal Advice  

Most Common Subscription Issues  

1.1. My subscription renewed automatically. Is that allowed?  

Short answer: Yes, but only under certain conditions.

Detailed explanation:

When it comes to subscription renewals, you must distinguish between two different cases:

Case 1: A fixed-term subscription is extended

An automatic renewal is only valid if all three of the following conditions are met:

1. Clear notice: The company must clearly notify you before the term expires that your contract will be renewed.

2. Enough time to object: You must have sufficient time to object to the renewal.

3. Clause in the terms and conditions: The possibility of an automatic renewal must be stated in the general terms and conditions (T&Cs).

Case 2: A trial subscription turns into a paid subscription

In this scenario, you enter into a longer contract right from the start. The trial period is merely a free testing phase within this contract.

Important distinction: This is not an automatic renewal, but rather the continuation of the original contract.

Practical example:

Anna registers on a dating platform. She receives 14 days for free. The T&Cs state: "After the trial period, you pay EUR 29.90 per month for 12 months."

Anna receives no reminder email during the trial period. On day 15, the money is automatically deducted.

Result: The renewal is not valid because Anna was not reminded in time. The contract ends after 14 days.

1.2. How do I cancel a subscription correctly?  

Short answer: A simple email is usually sufficient.

Important to know:

• A company cannot force you to use a specific form
• A company cannot force you to cancel only via your account
• A cancellation via email is immediately valid upon receipt – even if it lands in the spam folder

The simple cancellation template:

Subject: Cancellation of my subscription [Customer number: 123456]

Dear Sir or Madam,

I hereby cancel my subscription/membership with immediate effect or at the earliest possible date.

My customer number: 123456
My email address: john.doe@example.at

Please confirm receipt and the date of cancellation.

Yours faithfully,
John Doe

Document it securely:

1.3. Does my cancellation need to be signed?  

Short answer: Mostly no, but sometimes yes.

Normally: An email without a signature is sufficient.

Exception: If the terms and conditions state "in writing" ("Schriftform" or "Schriftlichkeit"), you need:

• A handwritten signature (scanned PDF via email), or
• A digital signature (ID Austria / Handy-Signatur)

1.4. My cancellation has not been confirmed. Is it still valid?  

Short answer: Yes, your cancellation is valid even without confirmation.

Important to know:

The cancellation is effective as soon as it has been received by the company. A confirmation is not required.

When is an email considered received?

• As soon as it lands in the company's email inbox
• Even if it lands in the spam folder
• It is not necessary for someone to read it

1.5. I can't log in to cancel. What now?  

Short answer: No problem – you can also cancel by email or letter.

The rule:

A company must accept your cancellation via any channel. You are not obliged to log into your account.

1.6. Can I withdraw from (cancel) a subscription?  

Short answer: Yes, you have a 14-day right of withdrawal for online contracts.

The statutory right of withdrawal:

For contracts that you have concluded online, you can withdraw within 14 days:

• Without giving a reason
• Free of charge
• Without a specific form (a simple email is sufficient)

When does the 14-day period begin?

Example:

Lisa takes out an online membership on Monday, 10th October, at 15:00.

She can withdraw until Monday, 24th October, at 23:59.

1.7. The costs are higher than promised. Do I have to pay?  

Short answer: No, you only pay what was visible at the time of the order.

The rule:

A company must show directly next to the order button:

• Total price (all costs combined)
• Contract duration (how long you have to pay)
• For subscriptions: Price per month and the total price for the entire term

Example of an invalid price display:

Example of a valid price display:

1.8. I have received a letter from a debt collection agency. What should I do?  

Short answer: Stay calm and review the claim carefully.

How to proceed with debt collection letters:

Important:

• Do not ignore the letter – even if the claim is unjustified
• Object in writing and state the reasons why you are not paying
• Keep all documentation (copies, screenshots, emails)

1.9. Are long contract terms (e.g. 24 months) permitted?  

Short answer: Only to a limited extent – you can also cancel long contracts early.

The rule for long contract terms:

You can cancel contracts with a term of more than 12 months early:

After the first year:

• Notice period: 2 months
• End of contract: After 12 months (instead of e.g. 24 months)

Thereafter:

• Cancellation possible at the end of every half-year
• Notice period: 2 months

Practical example: 24-month contract

You take out a 24-month premium membership with a dating platform on 1 January 2025.

Cancellation option 1 – After the first year:

Cancellation option 2 – After 18 months:

If you did not use the first cancellation option:

In summary:
With a 24-month contract, you can cancel after 12 or 18 months – you are not bound for the full 24 months.

2.1. How do I stop unwanted charges?  

Reversing a SEPA direct debit:

• You have 8 weeks after the debit to do this
• Call your bank or use online banking
• Say: "I would like to reverse the direct debit from [date]"
• It costs nothing if the deduction was unjustified

Important:

2.2. Can I reverse a SEPA Direct Debit?  

Short answer: Yes, within 8 weeks without providing a reason.

How the SEPA reversal works:

You have a statutory right to have a SEPA Direct Debit reversed:

Deadline: 8 weeks from the debit date
Reason: None required
Cost: None (if the claim is unjustified)

Procedure:

1. Contact your bank - By phone, online, or in a branch
2. Specify the debit - Provide the date and amount
3. Request the reversal - "I would like to reverse the Direct Debit"
4. Money returned - Usually within a few days

2.3. Can I reverse a credit card payment?  

Short answer: Yes, in certain cases through a "chargeback" procedure.

There are two distinct situations:

Situation 1: Unauthorised payment

If someone has used your card without your permission, your credit card provider must refund the money.

• You are not liable for unauthorised payments
• Report the incident to your bank immediately
• Block the card immediately

Example: Your card was stolen and someone made a purchase with it.

Situation 2: Problem with the merchant

If you have not received the ordered goods, they are counterfeit, or there is another issue:

Procedure:

1. Contact the merchant first - explain the problem and request a solution
2. Set a deadline - 1-2 weeks for delivery or repair
3. Document everything - keep emails and replies as evidence
4. Request a chargeback - via your credit card provider (e.g. Visa, Mastercard)

Important: You must be able to prove that you have contacted the merchant. Keep all emails.

2.4. How do I recognise unsafe payment methods?  

Short answer: Be careful with advance payments and money transfer services.

Risk assessment of payment methods:

3.1. How do I recognise a fake shop?  

The fake shop checklist:

Checking trust marks correctly:

Trustworthy trust marks in Austria:

• Österreichisches E-Commerce-Gütezeichen
• Trusted Shops
• EHI Geprüfter Online-Shop
• TÜV Safer Shopping

3.2. My order hasn't arrived. What are my rights?  

Short answer: Set a grace period, then you can withdraw from the contract.

The statutory delivery period:

Unless otherwise agreed, an online shop must deliver within 30 days at the latest.

What to do in case of delayed delivery:

1. Set a grace period: Write an email to the retailer and set a reasonable deadline (e.g. 1-2 weeks)
2. Wait for the deadline: Give the retailer the chance to deliver
3. Withdrawal: If the grace period also expires, you can withdraw from the contract and demand your money back

Special case – Fixed-date transaction:

In the case of a fixed-date transaction, you can withdraw immediately without a grace period:

What is a fixed-date transaction? A contract where the delivery must take place on a specific date.

Examples:

• Birthday cake for the 15th of October
• Wedding dress for the wedding on the 20th of September
• Christmas present with delivery by the 24th of December

3.3. Received a broken product – What to do?  

Short answer: You have a 2-year statutory warranty.

Your rights in the event of defects:

Important rule since 2022:

If a defect occurs within the first 12 months, it is automatically assumed that it was already present at the time of purchase.

Example:

You buy a smartphone. After 8 months, the screen breaks.

Previously: You had to prove that the defect already existed at the time of purchase.

Today: The seller must prove that the screen was fine at the time of sale.

3.4. What is the difference between a guarantee and a statutory warranty?  

Short answer: A statutory warranty is required by law, a guarantee is voluntary.

Important: A guarantee never replaces your statutory warranty rights. You always have both options.

3.5. I have ordered goods from China. What additional costs may apply?  

Short answer: Expect import VAT, customs duties from 150 EUR, and processing fees.

Applies to: All orders outside the EU (China, USA, UK, etc.)

Costs for orders outside the EU:

3.6. Do I have to return the goods to China?  

Short answer: It depends on why you are returning them.

Two cases to distinguish:

Case 1: Incorrect or broken product (defect)

• The online shop must pay the return shipping costs
• Do not return the goods at your own expense
• Request a return label or a reimbursement of costs beforehand

Case 2: Cancellation (change of mind)

• You are using your 14-day right of withdrawal
• You may have to pay the return shipping costs yourself
• Only if you were informed of this before the purchase

3.7. Can the delivery driver leave my parcel with a neighbour?  

Short answer: Yes – the shop bears the risk.

The rule:

The online shop bears the transport risk until you hold the goods personally in your hands.

What does this mean for you?

• Parcel lost at the neighbour's? The shop must deliver a replacement or refund the money.
• Parcel damaged at the neighbour's? The shop is liable for the damage.
• Neighbour refuses to hand it over? That is the shop's problem, not yours.

3.8. What is a private purchase?  

Short answer: With a private purchase, you have significantly fewer rights than when buying from a business.

Private purchase = Purchase between two private individuals (e.g. on classified ad platforms like willhaben.at)

Your disadvantages with a private purchase:

4.1. Can a photo of me be published without permission?  

Short answer: Mostly no, but there are exceptions.

The right to one's own image:

The "right to one's own image" applies: A photo of you cannot simply be published just like that. Whether it is permitted depends on the interests involved.

Publication is not permitted if your "legitimate interests" are violated.

What to do if a photo is online without permission?

4.2. What can I do if an unwanted photo of me is on the internet?  

Short answer: Contact the responsible person, report it to the platform, or involve the ombudsman.

The 4 steps for photo deletion are shown in the diagram above.

Additional option – "Right to be forgotten":

You can request search engines to remove the link to the photo from their search results:

• Google: Request for removal
• Bing: Similar form available

4.3. What can I do if my Facebook account has been hacked?  

Short answer: Act quickly – change your password and enable two-factor authentication.

Immediate actions:

1. Reset your password: If the hacker has changed your password, you will receive an email from Facebook. Use the link provided to reset your password.

2. Use the "compromised account" feature: Go to facebook.com/hacked and follow Facebook's instructions.

3. Ask friends for help: Ask your friends to report your Facebook profile as "hacked".

Long-term protection – Two-Factor Authentication:

Make sure to enable two-factor authentication (2FA). You will then need the following to log in:

1. Your password
2. A code from your mobile phone

4.4. What Data Protection Rights Do I Have?  

The Most Important GDPR Rights:

How to Submit a Data Protection Request:

Subject: Subject Access Request according to Art. 15 GDPR

Dear Sir or Madam,

I hereby request access to the personal data you have stored about me, in accordance with Article 15 of the GDPR.

Please inform me:
• What data you store about me
• For what purposes this data is being used
• To whom this data is being disclosed

My data on file with you:
Email: john@example.at
Customer number: 123456

4.5. How can I have my data deleted by a company?  

Short answer: Send a simple email with your deletion request.

How to request the deletion of your data:

Email template:

Betreff: Antrag auf Löschung meiner Daten (Art. 17 DSGVO)

Sehr geehrte Damen und Herren,

hiermit beantrage ich gemäß Artikel 17 DSGVO die Löschung all meiner
personenbezogenen Daten in Ihrem System.

Meine bei Ihnen hinterlegten Daten:
E-Mail: max@beispiel.at
Kundennummer (falls vorhanden): 123456

Bitte bestätigen Sie mir die vollständige Löschung.

Mit freundlichen Grüßen
Max Mustermann

Important – Exceptions to the right to erasure:

A company may refuse deletion if:

• Statutory retention periods apply (e.g. invoices for 7 years)
• Legal disputes are ongoing (evidence must be retained)
• You have an ongoing contract (e.g. active subscription)

5.1. I have received a warning letter for copyright infringement  

Short answer: Stay calm, delete the content immediately, and have the claims checked.

What to do when receiving a warning letter:

1. Stay calm, do not ignore it: Take the letter seriously, but do not act hastily. Do not pay immediately.

2. Delete the content immediately: Remove the protected material (e.g. photo) completely: from the website and from the server. Also check the Google cache.

3. Have the claims checked: Legal and licensing fees are often inflated. Do not pay immediately, but have the amount reviewed (by a lawyer or a consumer protection agency).

Checking the Google cache:

Even if you have deleted the photo from your website, it may still be visible in the Google cache.

1. Search for your URL on Google
2. Click on the small arrow next to the search result → "Cached"
3. If the photo is still there: Submit a request to remove outdated content to Google

6.1. Which law applies to purchases made by consumers?  

Short answer: Austrian consumer protection law with EU-wide minimum standards.

Fundamentals of consumer protection:

When you shop as a consumer in Austria, you are protected by a comprehensive legal system:

1. Austrian law:

• Consumer Protection Act (KSchG)
• General Civil Code (ABGB)
• E-Commerce Act (ECG)

2. EU law (applies throughout Europe):

• Consumer Rights Directive
• GDPR (Data Protection)
• E-Commerce Directive

What this means for you:

• 14-day right of withdrawal for online purchases
• 2-year statutory warranty
• Protection against unfair commercial practices
• Right to transparent pricing

6.2. Who can help me besides a lawyer?  

Short answer: The Internet Ombudsstelle offers free advice and dispute resolution.

Free support services:

1. Internet Ombudsstelle

The primary point of contact for digital consumer issues:

• Advice: Explains your rights clearly and free of charge
• Mediation: Speaks with the company and seeks a solution
• Dispute resolution: Helps to reach an agreement – without going to court

Contact: www.ombudsstelle.at or beschwerde@ombudsstelle.at

2. Arbeiterkammer (AK)

Consumer advice for AK members (free of charge):

• Initial legal advice
• Support with complaints
• Sample letters and templates

3. Verein für Konsumenteninformation (VKI)

• Advice for a small fee
• Legal protection for consumer issues
• Test cases

6.3. Can this article replace professional advice?  

Short answer: No, this article does not replace individual legal advice.

Important limitations:

What this article provides:

• General information on common consumer questions
• Overview of legal rights
• Initial guidance in case of problems
• References to advice centres

What this article does NOT replace:

• Individual legal advice for your specific case
• Review of your personal contracts and documents
• Representation in court
• Binding legal information

Summary  

You now have the most important answers to frequently asked consumer questions. These core insights will help you protect your rights on the internet:

Further Resources