Right of Withdrawal
What is it?
The EU Directive 2023/2673 introduces updated consumer protection requirements for distance contracts. A key change is the obligation to provide a digital withdrawal function for contracts concluded through online interfaces.
To comply, online interfaces and APIs must support a withdrawal process that meets these key requirements:
Accessible and Always Available: The withdrawal function must be clearly visible, easy to access, and available throughout the withdrawal period.
Two-Step Confirmation: Users must first provide or confirm their details and selected contract, then complete the withdrawal via a final confirmation action.
Clear Labeling: The entry point and confirmation action must be explicitly and unambiguously labeled.
Immediate Confirmation/Receipt: A confirmation must be sent instantly on a durable medium (e.g., email), including the withdrawal details and timestamp.
No Manipulative Design: The process must be straightforward, with no obstacles or nudging that discourages withdrawal.
Upfront Information: Users must be informed about the withdrawal option before entering the contract.
What are we implementing?
We are adding a full Right of Withdrawal flow across GoActive web and API. This includes:
Pre-purchase information in the checkout cart, including a mandatory confirmation checkbox before the user can complete a purchase.
A dedicated withdrawal page on the web where users can look up orders and submit withdrawal requests.
A two-step withdrawal flow with a confirmation dialog - no dark patterns, no upsell prompts.
Automated emails upon withdrawal submission and after the withdrawal has been processed.
A Back Office view that lists all withdrawals for administrators to review, confirm, or deny withdrawal requests.
A full audit log of all withdrawal activity for compliance purposes.
API support so that integrators can implement the withdrawal flow in their own interfaces.
How does it work?
1. Pre-purchase: Informing the user
Before completing a purchase, the user will see:
A text in the checkout cart informing them of their 14-day right to withdraw, with a link to the full Right of Withdrawal policy page.
The linked policy page is built from a message template in BRP.
A mandatory checkbox / active confirmation that the user has read and understood their withdrawal rights. The Buy button is not activated until this is checked.
The order confirmation email that is sent to the customer after purchase will include the right of withdrawal policy and a link to the withdrawal page. It will also include the order number and the order key, which will be needed to find the purchase they might want to withdraw from (see information below about the withdrawal page).
This applies to all product types.
2. The withdrawal page
A dedicated page is accessible from the footer of the GoActive web under the "Withdrawal" column:
Withdraw a purchase - leads to the withdrawal flow
Right of withdrawal - leads to the policy page
The page can also be accessed via the GoActive! app (user profile → Withdraw a purchase)
On the withdrawal page, the user can either:
Log in - and see all purchases made online in the last 14 days, or
Enter an Order number & Order key - to fetch a specific order without logging in.
For each booking within the order, a "Withdraw purchase" button is shown.
The user clicks "Withdraw purchase" → a confirmation dialog opens showing: their name, the contract details, and the email address the confirmation will be sent to.
The user clicks "Confirm withdrawal" → the withdrawal declaration is submitted (unless the order has already been cancelled or fully used, on which an error message will be shown).
An email will be sent to the user which includes the content of the withdrawal declaration, as well as the date and time the request was submitted.
3. Back Office: Processing withdrawal requests
A new view in Back Office → Finance → Withdrawal requests, lists all withdrawal declarations.
The list can be filtered on company, facility, and status (Not processed, Accepted or Denied). For each request, the admin can:
Accept and refund - which is a quick way to accept the withdrawal request and refund the full amount.
Deny - The withdrawal request is denied and an email is sent to the customer.
Process - which will allow the admin to enter a refund amount manually (for bookings that have been partially used for example).
When a request is accepted, the refund is processed using the original payment method and the customer will get an email confirmation and receipt of refund.
Logging
The withdrawal journey will be logged on the Booking history in Back Office.
Configuration
Settings
BRP Configuration → Settings → Settings
Setting | Description |
|---|---|
rightOfWithdrawalFromOnlinePurchase | Setting to enable this functionality. For rollout, we will enable this setting for all customers within EU. |
rightOfWithdrawalWebPageUrl | Enter the URL to an external withdrawal page. That way, the button in the GoActive! app and the link in the order confirmation email will point to the correct withdrawal page. |
TEMP_TOGGLE_MoreSecureAnonymousOrdersAPI3 | Temporary setting to enable BRP-ORDER-KEY (read more on https://brpsystems.atlassian.net/wiki/x/AwDESgE) |
Rights
BRP Configuration → Staff and resources → Roles
Backoffice - View withdral requests
Add this right on the role of those who should be able to view and process withdrawal requests in Back Office.
Backoffice - Withdral requests edit amounts
Add this right to the role of those who should be able to enter a refund amount manually when processing withdrawal requests in Back Office
Message templates
BRP Configuration → Settings → Messages
Name | Description |
|---|---|
Right of withdrawal policy | Add your full Right of withdrawal policy. There is no standard text for this, so it must be added. |
Withdrawal request registered notification | Add the text that will be sent to the customer via email once they have registered a withdrawal request. |
Withdrawal request accepted notification | Add the text that will be sent to the customer via email once their withdrawal request has been accepted. In addition to this email, a separate email with the receipt of refund will be sent to the customer. |
Withdrawal request denied notification | Add the text that will be sent to the customer via email if their withdrawal request has been denied. |
Example template of the Right of Withdrawal Policy
<p><b>Right of Withdrawal Policy</b></p>
<p>1. You have the right to withdraw from this contract within 14 days without giving any reason.</p>
<p>The withdrawal period will expire after 14 days from the day of the conclusion of the contract.</p>
<p>To exercise the right of withdrawal, you must inform us ([Insert Company Name, Geographical Address, Telephone Number, and Email Address]) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory.</p>
<p>To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.</p>
<p>2. Online Withdrawal Function (Mandatory clause under EU Directive 2023/2673). You can also exercise your right of withdrawal online at [insert internet address or explain exactly where the withdrawal button/function is located], by clicking Withdraw purchase. If you use this online function, we will without undue delay send you an acknowledgement of the withdrawal on a durable medium (e.g., by e-mail), including its content and the date and time of its submission.</p>
<p>3. Exemptions to the Right of Withdrawal (Specific Scheduled Events, e.g. Classes). Please note that the statutory right of withdrawal does not apply to contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance.</p>
<p>Therefore, purchases of [insert applicable examples, e.g., dated entry tickets, scheduled group fitness classes, specific swimming school courses, or dated event bookings] cannot be withdrawn from under these rules once the purchase is concluded.</p>
<p>4. Consequences of Withdrawal (For Subscriptions and Flexible Passes). If you withdraw from a contract that is subject to the right of withdrawal (such as an ongoing training subscription or a flexible value/clip card), we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.</p>
<p>We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.</p>
<p>5. Payment for Services Provided During the Withdrawal Period. If you requested to begin the performance of services (such as activating your training subscription or utilizing personal training sessions) during the 14-day withdrawal period, you shall pay us an amount which is strictly in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.</p>
<p><b>Model Withdrawal Form</b></p>
<p>(Complete and return this form only if you wish to withdraw from the contract)</p>
<p>To: [Insert your company name, geographical address, and e-mail address here]</p>
<p>I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*):</p>
<p>Ordered on () / received on ():</p>
<p>Name of consumer(s):</p>
<p>Address of consumer(s):</p>
<p>Signature of consumer(s) (only if this form is submitted on paper):</p>
<p>Date:</p>API3 changes
Find documentation on the API changes regarding the right of withdrawal here: https://brpsystems.atlassian.net/wiki/x/AwDESgE
Limitations
A withdrawal request for a booking can only be made once. If a request has been denied, the user will not be able to submit another request.
The active confirmation that the user has read and understood their withdrawal rights is not logged. However, if the withdrawal functionality has been enabled, accepting this is mandatory to complete a purchase online. No purchase made online can be purchased without confirming that they have read and understood the right of withdrawal policy.