By means of Disposition No. 954/2025 (the “Disposition”) issued by the Undersecretariat for Consumer Protection and Commercial Loyalty, published on September 4, 2025, in the Official Gazette, the regulatory framework governing service cancellations in distance contracts and consumers’ right of withdrawal has been updated.
Accordingly, the enforcement authority introduces, into the current legal system, the obligation to incorporate a “Withdrawal Button”, pursuant to Articles 34 of Law No. 24,240 and 1,110 of the Civil and Commercial Code of the Nation (the “CCCN”).
Features of the Withdrawal Button
Suppliers who market goods and services remotely, through websites, must include, in a prominent and easily visible location upon first access, a link designated as a ‘Withdrawal Button’, through which consumers may request the revocation of their acceptance of the purchased product or contracted service.
At the time of exercising this right, the supplier may not require the consumer to complete prior registration or any additional procedure.
Special Modalities
a. Tickets for shows, sporting or artistic events: In relation to the acquisition of tickets: for such events, the Disposition grants a period of ten (10) calendar days for the consumer to exercise the right of withdrawal, counted from the date on which the tickets or the corresponding proof of purchase are delivered, whichever occurs first, regardless of the scheduled date of the event.
In such cases, the consumer must notify the supplier at least twenty-four (24) hours prior to the scheduled start of the event.
b. Tourism-related contracts with a fixed date: The same 24-hour notice requirement established above shall apply.
Exemptions
The obligation to implement the Withdrawal Button shall not apply in the following cases:
- In the situations set forth in Article 1,116 of the CCCN, except where otherwise agreed.
- When the consumer has already used or consumed the product or service and subsequently seeks to exercise the right of withdrawal within the statutory period under Article 34 of Law No. 24,240.
- With respect to the acquisition or contracting of products or services intended for resale and/or integration into production, transformation, commercialization, or the provision of services to third parties, whether in a general or specific manner.
- When the consumer has acquired perishable goods.
Service Cancellation Button
Suppliers offering services that can be contracted remotely or through a website must include, in a prominent and visible location accessible upon first entry, a link designated as a “Service Cancellation Button”, enabling consumers to request the cancellation of the contracted service, in accordance with Article 10 ter of Law No. 24,240.
Once the cancellation request has been submitted, the supplier shall, within twenty-four (24) hours and through the same channel, provide the consumer with a confirmation code or registration number of the request and take the necessary measures to effectuate the revocation and/or cancellation.
Consumer Service Requirements
Suppliers of goods and services that provide customer service by telephone or electronic means shall establish consultation and claims-handling hours not less than those of their regular business operations.
Where customer service is provided exclusively by telephone and/or electronic means, the hours of service may not be fewer than eight (8) hours per business day, Monday through Friday.
Suppliers must publish on their websites the telephone number, alternative communication channels, or electronic sites available for filing inquiries and/or claims, identifying the customer service unit responsible.
Non-compliance by suppliers shall give rise to the sanctions provided under Law No. 24,240.
This Disposition repels Resolution No. 316/2018 and Resolution No. 424/2020.
