Guidance

Contract cancellations and refunds due to coronavirus (COVID-19)

A statement from the CMA on consumer protection law in relation to cancellations and refunds due to coronavirus

• From: Competition and Markets Authority
• Published: 30 April 2020
• Last updated: 28 August 2020
  Show all updates

  1. 28 August 2020

     Further detail on the CMA's views on the law in relation to cancellations and refunds during the pandemic has been added to the page.

  2. 30 April 2020

     First published.

Documents

Statement on coronavirus (COVID-19), consumer contracts, cancellation and refunds

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Details

This guidance was published in response to the coronavirus pandemic restrictions and has not been updated to reflect legislative developments, including the unfair commercial practices provisions of the Digital Markets, Competition and Consumers Act 2024 (DMCC Act) which came into force on 6 April 2025.  

For further guidance on the DMCC Act, read Consumer protection: enforcement guidance and Unfair commercial practices.  

The CMA is also refreshing its guidance on unfair contract terms. 

There are a wide range of contracts that have been affected due to the coronavirus (COVID-19) pandemic.

This statement builds on and replaces the statement published by the CMA on 30 April 2020.

The CMA’s view remains that a consumer will generally be entitled to a refund when they have paid money in advance for services or goods that cannot be provided because of the coronavirus pandemic.

As the circumstances and public health measures relating to the pandemic have developed over time, we have updated the statement to cover additional issues.