The Consumer Contracts Regulations 2013 give consumers a right to cancel contracts made at a distance (such as online or by phone) or away from the trader’s premises, without giving a reason. For a service, the cancellation period ends 14 days after the day the contract was made.

Travel exclusions

• Packages. The Regulations do not apply to package travel contracts.

• Passenger transport. The right to cancel does not apply to passenger transport services. GOV.UK gives flight tickets as an example.

• Dated services. It does not apply to accommodation, vehicle rental, catering or leisure services where the contract provides for a specific date or period. The government’s guidance on the Regulations gives car hire as an example and says traders can still choose to let customers cancel.

Packages: termination instead

The EU Package Travel Directive let countries give travellers 14 days to withdraw from packages sold off-premises. In April 2018 the government said it would not take up that option, and the Package Travel Regulations 2018 contain no such right.

Instead, regulation 12 lets a traveller end a package contract at any time before it starts, but they may have to pay an appropriate and justifiable termination fee. No fee is due if unavoidable and extraordinary circumstances at or near the destination significantly affect the package or getting there. Under regulation 11 there is also no fee if the organiser has to make a significant change or proposes a price rise of more than 8%. The amending regulations that take effect on 6 April 2027 do not change regulations 11 or 12.

Worth knowing

Insurance has its own cancellation rules, set by the FCA. Consumers can usually cancel a general insurance policy within 14 days without giving a reason, but this right does not apply to a travel and baggage policy giving less than one month’s cover.