The European Consumer Centre Finland and the Consumer Advisory Services of the Finnish Competition and Consumer Authority (FCCA) have recently received several dozen contacts about a health assessment service on the website Parempiterveys.com. Consumers say it was not clear that filling in the health assessment would result in an invoice. Under the Consumer Protection Act, a trader must ensure that the consumer explicitly accepts the payment obligation when placing an order in an online store. If this does not happen, the order is not binding on the consumer.
In August, the European Consumer Centre Finland received 20 complaints about Parempiterveys.com. The FCCA’s Consumer Advisory Services received the same number. According to the complaints, consumers have completed a Finnish-language health assessment questionnaire on the website. Some arrived there via social media advertisements, including on Facebook and Instagram.
After placing the order, consumers received an order confirmation, a health report, digital guides, and an invoice for EUR 89. The trader offered a EUR 20 discount if the invoice was paid quickly.
The payment obligation must be stated on the order button
The trader must ensure that the consumer clearly accepts the payment obligation when placing the order. If an order button is used, the text on the button must clearly indicate that the order entails an obligation to pay.
On Parempiterveys.com, the order button currently says “Lähetä” (“Send”). This does not meet the legal requirements because it does not show that placing the order means the consumer must pay the trader. As a result, the order is not binding, and the consumer has the right to cancel it.
What to do if you receive an invoice
An unfounded invoice should not be paid. However, you should submit a complaint to the trader.
1. Write a complaint
- If you have not paid, demand that the order be cancelled and the invoice voided. State that the order button does not meet the legal requirements and refer to this press release.
- If you have paid, demand a refund. Give the same reasons and refer to this press release. Under the law, the trader must refund your money without delay and no later than 30 days after you notify them of the cancellation.
- You can write your complaint in Finnish.
2. Send the complaint promptly and keep records
- Send it via the contact form on the Parempiterveys.com website.
- Take a screenshot or photograph of your message before sending it. Also keep any reply from the trader.
- You must request cancellation no later than one year after placing the order, but it is best to act sooner.
3. If you receive a collection notice
- Inform the debt collection agency that the invoice is unfounded and refer to the same reasons you gave in your complaint to the trader.
- Notify the European Consumer Centre Finland of the collection notice.
- Note that a message or threat from the trader about sending the matter to collections does not necessarily mean that the collection process has started.
Consumer authorities have previously received contacts about similar online health assessment services. Parempiterveys.com states that the company behind the service is a Hungarian trader, but it is not yet confirmed whether this is the same operator behind earlier sites.