Updates on Remote Contracting Regulations

The Undersecretariat for Consumer Protection and Fair Trade issued Provision 954/2025, published in the Official Gazette on September 4, 2025, replacing and consolidating into a single regulatory text the existing framework applicable to the right to revoke acceptance and termination of remotely contracted services, and the customer service standards. These matters were previously governed through Resolutions 316/2018 and 424/2020.

Firstly, the new regulation establishes that the link through which consumers may request the withdrawal of their acceptance of a product purchased or a service contracted remotely (via websites or similar formats), referred to as “withdrawal button” (botón de arrepentimiento), must be clearly visible, prominently placed, and accessible upon first entry to the supplier’s digital platform. Unlike the previous regulation, it is no longer required that this link is accessible to users exclusively from the homepage of the supplier’s institutional website.

The Provision also introduces a special regime to exercise this right  when purchasing tickets for shows, sports, or artistic events, and for turism-related contracts with a fixed date. In these cases, the 10 calendar-day period to exercise the right will be counted as of the day the ticket or the payment receipt (whichever occurs first) is delivered, and the consumer must send the communication or notification at least 24 hours before the scheduled date of service provision.

The Provision also incorporates new exceptions to the exercise of the right of revocation:

1. products that have been effectively used or consumed by the consumer,
2. products or services acquired for resale and/or for integration into production processes,
3. perishable goods.

Regarding service termination, and in contrast to the previous regime, the new provision mandates that all suppliers—without exceptions—who market products and services remotely through websites,  digital sales channels, or similar formats must include a link labeled “service termination button” (botón de baja de servicio) that is clearly visible, prominently placed, and accessible at first entry to the supplier’s digital platform. As with the “withdrawal button,” it is no longer required that this link is accessible to users from the homepage of the supplier’s institutional website. The Provision also eliminates the previous obligation to maintain a database containing the consumer’s or user’s identifying information and the data related to the termination of the service.

Suppliers may not require prior registration or any additional procedures for using neither the “withdrawal button” nor the “service termination button.” Upon receiving the consumer’s request, the supplier must provide a termination or withdrawal identification code within 24 hours.

What remains enforceable is the obligation of goods and services suppliers offering customer service via telephone or any digital means to establish service hours for inquiries and/or complaints. These service hours:

1. may not be less than the days and hours of commercial operation,
2. if the service is exclusively by telephone and/or electronic means, it must be available for no less than eight hours per business day, Monday through Friday.

The obligation to publish on their websites the telephone number or electronic site for submitting inquiries and/or complaints also remains enforceable. This information must indicate the area responsible for customer service. However, the obligation to display this information at all physical service points is eliminated, and alternative communication channels may now be identified.

Finally, suppliers were granted 60 calendar days from the date this Provision was published in the Official Gazette to adapt their websites and digital sales channels to the new requirements. Those who fail to comply will be subject to sanctions pursuant to the Consumer Protection Law 24240.