Consumer Rights in Internet Subscriptions: Contract, Cancellation and Termination Processes

Today, the internet has become an indispensable service in the lives of almost everyone. However, subscription agreements made to access this service can sometimes cause problems for consumers. The complexity of contracts, the limitations of the right of withdrawal, poor service quality, or difficulties encountered during the cancellation process are just some of the issues that can lead to consumer grievances. In this article, we will examine in detail consumer rights regarding internet subscriptions, contract and cancellation processes, potential legal problems, and solutions

1. What is an Internet Subscription Agreement?

Internet subscription agreements are written or electronic contracts made between internet service providers and users . These agreements are generally divided into two categories: committed (offering discounted prices in exchange for service for a specific period) and uncommitted (without time limit).

Contracts must meet certain minimum requirements to be valid:

• Scope of service

• Contract duration

• Pricing

• Cancellation and withdrawal conditions

• Rights and obligations of the parties

Contract texts must be clear and understandable to ensure consumer information. This is guaranteed by the Consumer Protection Law (TKHK) and related regulations

2. Right of Withdrawal: A Critical Tool for Consumer Protection

🔹 2.1. 14-Day Right of Withdrawal

According to the Regulation on Distance Contracts , consumers have the right to cancel subscriptions made online or through a call center within 14 days without giving any reason and without paying any penalty

This period begins from the date the contract is concluded. If the consumer wishes to exercise their right of withdrawal, they must notify the provider in writing or via a durable data storage medium (e.g., email, SMS).

🔹 2.2. Situations Where the Right of Withdrawal Cannot Be Exercised

If the internet service has commenced and been fully provided before the 14-day cancellation period expires with the consumer's explicit consent, the right to cancel cannot be exercised. Therefore, the "consent" documents obtained by service providers to initiate the service early are of great importance.

3. Poor or Incomplete Service: Defective Service

If the internet service a consumer receives does not provide the promised speed or experiences frequent interruptions, this is considered a defective service

🔍 Consumer Rights in This Situation:

• Requesting the service to be restored and provided properly

• Request a discount on the service fee

• Cancellation of contract

• Compensation for damages

These rights Article 13 of the Turkish Consumer Protection Law and the Service Regulation .

Furthermore, the BTK (Information and Communication Technologies Authority) mandates that service providers meet certain quality standards. Therefore, complaints regarding poor service can also be filed with the BTK.

4. Subscription Cancellation and Withdrawal from the Commitment

🔹 4.1. Early Termination from Commitment Contracts

In contract-based internet subscriptions, a "cancellation fee" is usually charged if the contract is terminated before its expiration. However, this fee is not unlimited.

📌 Key Points:

• The provider may only request the discount amount given, not the full amount for the remaining months

• If the device has been provided, the company can claim the remaining amount after deducting the depreciation value of the device.

• If the subscriber is not terminating the contract for an unjustified reason (for example, due to poor service), without paying a penalty .

🔹 4.2. Termination of Subscription Before its Expiration Date

Consumers can terminate contracts even for services with a commitment period. In case of termination, companies must:

• Accepting the termination request,

• Termination of service within 24 hours,

• They must stop issuing invoices within 7 days.

Otherwise, an administrative fine may be imposed.

5. Applications to BTK (Information and Communication Technologies Authority) and Consumer Arbitration Boards

If a consumer experiences problems with their internet service, they should first contact their service provider. If the problem persists, the following steps can be taken:

🔹 BTK (Information Technologies and Communications Authority)

The Information and Communication Technologies Authority (BTK) is responsible for supervising internet service providers. Complaints can be submitted through the Consumer Complaints System (TSS), which operates via the e-Government portal

🔹 Consumer Arbitration Board

In subscription-related disputes, applications can be made to the district or provincial arbitration board if the amount is below certain monetary limits. For 2025, these limits are:

• District arbitration board: Up to 104,000 TL

• Provincial arbitration board: Between 104,000 TL and 170,000 TL

It is a mechanism that offers free and quick solutions.

Know and Defend Your Rights as a Consumer

Problems with internet subscriptions can now be resolved more quickly thanks to increased consumer awareness. Consumer Protection Law, Information and Communication Technologies Authority regulations, and court decisions protect consumers while also forcing companies to be more transparent and fair. However, consumers' greatest strength lies in being informed and not hesitating to pursue legal avenues.

Remember, as long as you voice your grievances in a timely manner and through the right channels, it is possible to obtain your rights.

                             YAĞMUR YORULMAZ, LAW FACULTY STUDENT