Disposition No. 954/2025, issued by the Undersecretariat for Consumer Protection and Commercial Loyalty and published in the Official Gazette on September 4, 2025, marks a significant update to the regulatory framework governing service cancellations in distance contracts and consumers’ right of withdrawal.
In this context, the enforcement authority mandates the integration of a “Withdrawal Button” into the existing legal infrastructure, in accordance with Articles 34 of Law No. 24,240 and 1,110 of the Civil and Commercial Code of the Nation (the “CCCN”).
Characteristics of the Withdrawal Button
Providers of remote goods and services through online platforms are required to position a link designated as the ‘Withdrawal Button’ prominently and conspicuously upon initial access. This feature allows consumers to revoke their acceptance of the purchased product or contracted service efficiently.
When exercising this right, suppliers are prohibited from requiring consumers to undergo prior registration or complete any additional steps.
Special Provisions
a. Tickets for Shows, Sports, or Artistic Events: Consumers purchasing tickets for such events are granted a ten (10) calendar day period to exercise their right of withdrawal, starting from the date of ticket delivery or proof of purchase. This applies irrespective of the scheduled event date.
In these instances, consumers must notify suppliers at least twenty-four (24) hours before the event’s commencement.
b. Fixed-Date Tourism Contracts: The same 24-hour notification stipulation will apply.
Exclusions
The requirement to implement the Withdrawal Button does not extend to the following circumstances:
- Situations delineated in Article 1,116 of the CCCN, unless otherwise stipulated.
- Instances where the consumer has already utilized or consumed the product or service and then seeks to exercise the right of withdrawal within the statutory timeframe set forth in Article 34 of Law No. 24,240.
- Acquisition or contracting of products or services intended for resale or incorporation into production, transformation, commercialization, or provision to third parties, whether generally or specifically.
- Acquisition of perishable goods.
Service Cancellation Button
Providers who offer services that can be contracted online must also feature a “Service Cancellation Button” in a prominent location accessible upon first entry. This mechanism enables consumers to formally request the cancellation of the contracted service, in adherence to Article 10 ter of Law No. 24,240.
Upon submission of a cancellation request, the supplier is obliged to furnish the consumer with a confirmation code or registration number within twenty-four (24) hours through the same communication channel and take the requisite actions to ensure the effective revocation or cancellation.
Customer Service Mandates
Suppliers offering customer service through telephone or electronic means must establish consultation and claims handling hours that meet or exceed their regular business hours.
In cases where customer service is exclusively provided via telephone or electronic means, the service hours must encompass at least eight (8) hours per business day, from Monday through Friday.
Suppliers are required to publish on their websites the telephone number, alternative communication channels, or electronic platforms available for consumers to submit inquiries or claims, labeling the responsible customer service unit accordingly.
Failure to comply with these requirements may result in sanctions as delineated under Law No. 24,240.
This Disposition supersedes Resolution No. 316/2018 and Resolution No. 424/2020.
Source link: Allende.com.
